Lisa Koback

Review of Herald Wholesale

The selection is amazing so I was beyond excited t...

The selection is amazing so I was beyond excited to pick out hardware for our new build. I ordered a small amount of handles and knobs for one of our bathrooms. Unfortunately the color was just a little off so I decided to return them. My second trip to the store for the return was a waste of time. I was told that they would have to check with the supplier to see if they were returnable. I was never told they might not be returnable or I would have definitely thought twice about my purchase. I waited while the employee tried calling several times only to be told he was only getting a busy signal. He said he would have to email them and wait for a response. He took my named phone number and told me to expect a call letting me know the status. I live just far enough to make the trip inconvenient. I waited one week for a response before emailing the associate that originally ordered the product for me. I waited another week for a response. I was told she would check with the supplier and get back to me. I then waited several more days. I was then told no problem just to make sure that she was working. I emailed her several days that I was available to come in and again waited several days to get a confirmation. I was available on a different day so I called ahead only to be told that she was sick and they did not know when she would be returning. Therefore I would have shown up the next day only to have found out she wouldn't have been there. The employee on the phone told me to come in anyway and someone could help me. I went in and was told by the first employee no returns. She said I would have to talk with the manager who was currently standing in front of me on the phone. I patiently waited only to watch the manager continue to assist another customer. I could see that she had been working with them however, she could have at least acknowledged me and told me it might be awhile. She also could have excused herself from her customer for a few minutes and explained that she just needed to get some information from me. I wasn't trying to cut into anyone else time but I did need assistance that only she could provide. Eventually another employee told me he was going to try and help. Same story they tried calling but the line was busy so they would have to email me. Really that is how you treat your customers! There needs to be a better way to get some immediate resolution. The fact that a customer is penalized for changing their mind is ridiculous!! So my $100 hardware has just doubled in cost because of my 3 trips to the store the restock fee and return shipping charges only if they decide to even let me return!!!! So glad I learned this before I decided to purchase anything else for my whole house that needs product!!!