Van Dykes

placed an order on March 10th. As of June 1st, nothing received! Called customer service 6 times for them to send what stock they had on hand. Was assured they were shipping items. Cancelled all orders on June 1st. Terrible customer service, promised to return calls & never did!

I purchased a $12.99 item, they charged me $7 shipping, when it didn't work, they charged me another $6 to return it. It cost me $13 for an item I didn't keep and the customer service agent was unfriendly and argumentative.

I was not happy with my order I placed on 2/18/11. I finally got it today 3/24/11. But onlt half the order was there. I called and was told that the other 5 items were sold out. I never received an email telling me thses items were out. The items I bought were switchplates and outlet covers. Now I have to find the same ones elsewhere. I will never buy from again...

I was upset to receive my order to find they sent 22 inches of lamp cord when I had ordered 22 feet and still charged me $46. I was also upset they charged me $25.32 for a box smaller than a $4.99 flat rate box would have been. However, in less than 24 hours they responded courteously to my email, are sending me my lamp cord and refunded $10 off my shipping. I'm glad because I really do need their products in my home restoration in Hawaii where we have so little to chose from--so it's still a thumbs up for them!

They are currently running a "special," spend $150 and get 20% OFF. So, I spent $200 and entered the code at checkout and the email confirmation verified the correct amount with the 20% discount. However, the next email informing me it was shipped, the amount changed to the FULL price with NO discount. I called customer service and she had no idea why it changed and no discount was applied. She then had to issue me a credit. BEWARE and watch your bill/invoice. Also, I'm pretty disgusted that the shipping charge was $20 for a 3-4LB small box!!! It took 1 week to get from Missouri to Illinois.

I bought some spline reed for 10.43 cost of materials. Shipping was 6.99 even though the weight was 00.000 lbs. That was outrageous enough however then they added the shipping cost to the cost of the product and charged me tax on the entire amount. In California it is legal to charge tax if you call it shipping and handling. You can see below that first they called it shipping which you are not allowed to tax, according to Van Dykes own customer service representative Bethany, "If you are charging separately for shipping alone, that is not taxable. Our charge is for combined shipping and handling and as such is taxable."
Further down in the invoice after just calling it shipping, they call it shipping and handling (for the exact same amount)so they could charge tax. In my opinion this is a deceiving practice among some companies to pad their profit. I was told by the customer service person Bethany "We charge tax on shipping and handling because of the materials used in the shipping process such as boxes, packing materials, etc." I will not buy from this company again. Invoice is below:
Total Item Price 10.43
Shipping 6.99
Total Discount 0.00
Total Shipping and Handling Charges 6.99
Total Non Freight Surcharge 0.00
Sales Tax 7.25% on 17.42 included. 1.26
Grand Total 18.68

I ordered 8 latches at 19.99 ea, total 159.92, they charged me 19.99 shipping , total bill 179.99. Rec'd the latches and they really didn't match what we hoping, so they were immediately repackaged in the box they came and the enclosed return form filled out, placed in box and given to postal carrier. Well I returned 8 (what I ordered), unopened. I rec'd an email from them saying I returned 1. They gave me 19.99 credit. I immediately emailed back saying I returned 8. Rec'd another email saying they would look into it. Nothing in 10 days, I called, was told to call next week. Waited till the next week, called again. Was told thier still looking into it. So here it is 2/28 and nothing. Total order 179.91 they gave me back 19.99, to date they have beat me outa approx 150 dollars. You decide if you want to do business with them ! I will never order from them again.

My first time using this merchant, I had a terrible experience with them sending me an item which was totally not up to the level of its online description. Upon returning the item, the company didn't give a refund until I had contacted my credit card company for a charge back. THEN the refund suddenly appeared but at a reduced amount.

How can companies actually stay in business while getting away with this crap?

This is standard message you’ll receive from Van Dyke’s:

Dear Valued Customer,

Thank you for contacting Van Dyke’s Restorers! We are committed to excellence, and we greatly appreciate that you have chosen us for your restoration project.

This paragraph will address the specific topic of the message

We are here to serve you; please let us know if there is any way that we can make your shopping experience more enjoyable. Thank you for contacting Van Dyke’s Restorers and have a nice day!

Warm regards,

Don’t believe it. All the ‘Valued Customer’, ‘committed to excellence’, ‘shopping experience more enjoyable’ are all lies!

I could detail all the same issues that the others have expressed on this review site – slow response, evasive response, no response, and my favorite: ‘your issue has been directed to the proper department’, which is a cousin of the infamous “the check is in the mail”. It amazes me that a company serving such a small percentage of the population, doesn’t understand that each customer is a gift and treat them as such.

VanDyke’s has confused what they sell with the business they are in. Their business is building customer relations and solving customer problems. The problem may be finding the right door knob. But it may also be resolving the return/replacement of damaged goods. They do reasonable well in the first category, though they don’t really “add-value” to the product. And they do horribly in the second category.

After three weeks I went to one of their competitors to obtain the fixture I needed in order to complete the job. I have yet to hear from Van Dyke’s. Not even the courtesy to contact me and tell me that they don’t want my business.

That’s ok. My first job is never buy from them again; and my second job is to warn as many customers and contractors I’m in contact with to never buy from them, either.

We could not be more pleased with the products we have received from Van Dykes throughout the 21 years that we have been restoring an historic home built in 1890 in the greater Charleston, SC area. Today we received some brass shutter latches that exactly match the ones that were on the shutters we retrieved out of an attic where they had been for probably 50 years. The old ones were metal but several were broken. Ordered the new ones because they looked similar to the old ones.. but great surprise when they arrived today.... same Victorian pattern !!!! We've had same luck with casement window hardware and transom hardware. These folks are quality.... shipping is always fast without expedited charges. Hard to believe anyone would give them a rating less than 5 stars based on our 21 years experience. and Heavens no... no one asked us to write this review!!! Just happy to share experience so that folks in our situation know where to find good restoration products!!

I ordered 2 door stops for a project and only received one item in my shipment. There was no mention of any future shipments or backorders when I ordered or when I received the one piece. When I called, I was told the second piece was on backorder until November--5 months from now!! What a huge disappointment! I had hired/scheduled a contractor for the project and will now have to delay the project as I search for an alternative hardware solution. This is completely unacceptable. Additionally, I have to spend more of my time filling out paperwork to return the piece I now don't need. Terrible!!!!

I am in the construction industry & have ordered a certain VDyke's medicine cabinet for several projects over the years. Recently I ordered 2 "In Stock" med cabs, one of which arrived broken & a 2nd I have not seen. It took 2 weeks of emails & phone calls to have the broken cabinet picked up. The Back Order dates keep getting pushed further back for both. If the replacement & 2nd order cabinet arrives when they now say it is expected I will have waited 2 months for both. Construction projects have budgets & deadlines, we count on our sources to help us deliver, but apparently VanDykes does not care. I have had to make way too many calls on this. They are all very nice, apologize, promise to get a manager to call me... No one ever calls.
If you need good customer service or are working a job site that needs timely deliveries & good service don't look to VanDykes. Im not sure what has happened within their company, maybe overseas vendors are failing them, maybe something in their Communications/ Customer Service is breaking down, maybe they are understaffed... Whatever the case, I recommend finding another source for your project. You will probably be as disappointed at best; at worst in a real bind as I am now. This will be my last dealings with them.

No email confirmations for orders; no email shipping information; still waiting for an incomplete order 2 weeks after placing that order. Had to wait in voice jail 1/2 hour to only get half-answers. Meanwhile my old sink faucet continues spouting water and can't be repaired until this order arrives--if it ever does!

My husband had me order some square headed nails for a project on Friday March 9th. I received an email saying thanks for the order but I have never received the order. I call the following week and was told that they were moving all of the merchandise from Missouri to South Carolina. I received another email saying it would ship by 03/21/2018. I heard nothing so I called again on Thursday March 22 and they could not figure out why they hadn't shipped. I also can not see the order on line and the order # does me no good because it does not pull up the order. The customer service person emailed me a copy of the invoice. I emailed back on Friday 03/23/2018 and asked if it had shipped. I was told yes but I still had no email confirming this and they had not taken any money out of my account. I emailed on Monday 03/26/2018 asking for the tracking # and was told she would send it. I had not gotten it by that afternoon so I called and the customer service person told me it was on back order. I asked to speak with a supervisor. The supervisor told me she would look into it and call me back. As of 03/28/2018 I have not received any phone call, email or the nails.
I would not order from this company again. I don't appreciate being lied to.

I felt the need to write a review because when I was first looking up online hardware stores, I was hesitant to order from Van ****'s due to the terrible reviews. I did so anyway because they had what I thought I wanted in drawer pull with a rare center-to-center spacing. I had to call customer service just after ordering due to a website glitch that adjusted the price incorrectly when I submitted the order. They gladly helped and fixed the issue. My shipment came quickly and when I (sadly) chose to return my item, the return department was so helpful and responded so quickly to my return request and questions. Even though I was unable to use the product, I was thrilled with the service I received.

I ordered theee items and was happy when one item arrived immediately. I assumed when I got the your order has shipped email that the rest would arrive shortly. Over two weeks later I called and was told the other items are backordered!! No email, no communication of any sort with this information! Needless to say the order was cancellled and I will be returning the one item I did recieve but that’s already a production as well! So very disappointed at the lack of customer service. Went on Amazon and will have similar items i two days!

I had placed an order with them a while back and it was stated on the site that it would ship sept 10th. A few days after 9/10, I checked the website and that item was back ordered until January 2019. I called them to find out if the item would really not ship until January or if that was for new orders. The rep got very upset at me despite me being very patient and polite. She snapped and said there was a hurricane that caused their docks to close and said such in a condescending manner as if I had no idea how disastrous a hurricane can be and needed to be taught to be more patient. I wasn’t asking for my item in that moment, just to find out if my expected delivery month had changed significantly. I’m now going to get my item this week but I’m not going to go back for another purchase if I can’t even talk to their staff without being condescended to.

Date 10/8 - I ordered some small hinges and a pair or round wood knobs for a bread box I as making back around the 1st of Oct. I gat an email that said my order was shipped. After checking the tracking number, it apparel them wood knobs were on the way, but no mention of the hinges. I went back into my account to be sure I actually ordered them. Surprise, I have no order history, even today, 10/8, my account shows no order history. I called the nasty customer service agent on 10/4 around 7:45 (EST). I asked where my stuff as because the tracking info said a ticket was printed and ups was waiting for the item. She told me it doesn't start tearing until the Tim reaches the first distribution point. I told her that was not how it worked and if you are going to lie to me, please make a better one. I asked where my hinges were and was told back ordered. I would think that if I order on your web site you should be able to tell me if items are in stock or not. I received an email yesterday saying they took the other money out for the hinges, so I guess they are back in stock, but still not sure if they have been shipped or not. This company came recommend by the company I purchased the wood plans from (Woodsmith) but guarantee, I will never use them again.

I ordered two decorative wood corbels for a remodel in my home. They came in a reasonable amount of time but they were cut from very inferior (and green) wood. They have numerous large knots, some of which have large cracks in them. I have been a home builder and furniture maker for 35 years. This is junk wood, not something you make decorative trim pieces from. I have contacted them at least 10 times by phone and email, have sent photos 3 times...just get a phony runaround each time...false promises, no followthrough, no exchange, no refund. I give up. Really ****.

Ordered product and still don't have it after 14 days. Called the company and they are blaming it on Christmas and it's the last part of February.....Then after I explained my frustration about waiting so long....customer service got snotty so I asked for a supervisor and he hung up on me...This will be my LAST purchase from them!