UPDATE: AFETR 10 DAY WE'VE FINALLY RECEIVED A REP...

UPDATE: AFETR 10 DAY WE'VE FINALLY RECEIVED A REPLY FROM KE HARDWARE. THEY'VE DENIED OUR REQUEST AS A PUNITIVE MEASURE FOR THIS REVIEW. IRONICALLY, HAD THEY REPLIED IN A REASONABLE TIMEFRAME (EVEN TO DENY THE REQUEST), I WOULDN'T HAVE FELT THE NEED TO SUBMIT THE REVIEW IN THE FIRST PLACE. INSTEAD, THEY LEFT ME NO OPTION, THEN PENALIZED ME FOR IT. THEIR EXACT WORDS WERE: "The president of KE Hardware forwarded this review to the staff yesterday and after this post from your client, I'm afraid we will be sticking to our policy." -Bo Suh

ORIGINAL REVIEW:
My architect ordered some legs for a vanity we're building for my Mother-in-law who was recently moved to a taller, motorized wheelchair. Because of that, we had requested an exchange for some taller furniture legs.

He was told by KE that the order was outside the 21 day exchange policy (by a couple of weeks), and that they would not exchange the items.

I understand that business need to have polices in place, but I am also aware of many companies that are willing to make exceptions (esp. in this case where it's an exchange for a very similar item) and KE is not one of those. Again, I know we're asking for an exception, but it seems like a reasonable request.

It also sounds like they have refused to respond to a second inquiry, so it's obvious that they're not too concerned with return business.

There are too many retailers with better polices and customer care to risk using KE Hardware.