Factory Direct Hardware

Your website is terrible. I tried calling for “support” and you guys shouldn’t even have that as an option, it just directs to the website which we already concluded is juvenile at best. Shipping is inflated and the minimum order thing is a joke. Time to compete so your company succeeds.

Had it in stock. Competitor told me there was a three month backorder delay from the factory after they got my payment! Only complaint re: price is having to pay for shipping.

Minimum order amount should be clearly stated. There was no tracking information. I emailed 5 days after order to ask if/when it was shipped. No response. I called 8 days after ordering, was on hold for several minutes, then recording asked me to leave a message. I left a detailed message. No response. The day AFTER I received the package I received an email stating the order had been shipped. Customer service needs tweaking.

I previously ordered this from Lowe’s for my bathroom renovation. A week later my order was cancelled with no explanation. I found out by seeing a refund on my credit card statement. This is the perfect cabinet for my small space and I was thrilled when I saw your company had it in stock. Looking forward to receiving it. Ordering was quick and easy.

I called to ask for details on how to return product because it is wrong size and man never sent me label or directions on how to return them.

Easy to use- eagerly awaiting shipment. Thanks much!— arrived promptly/ happy customer/ future customer

I ordered coat hooks. They are perfect for our purposes. They are aluminum, light weight but sturdy. We've mounted them on coat racks in the foyer of a historical rural school.

We received the strike plate however, there were NO screws in the package. It is supposed to come with screws. I called 3 times and left messages when no one answered, no one called me back. Finally called again, and got someone who said he would send them right away, and that was a week ago. Still have not received the screws. So far, I am NOT a happy customer.

Asked a question online 48 hours ago…nobody answered. Product rcvd. When shipping box opened, inside was an intact package with two spring hinges and a loose 3rd hinge, 8 loose screws, empty plastic bag (torn open), torn open and obliterated hinge box as well. Missing was an allen wrench tool and a locking pin for 3rd hinge. So did not get what i paid for and cannot lock 3rd hinge to maintain set spring tension. Maybe items were thrown in box….little pin easily could have fallen out through a hole in corners of outer box. However that is if items were intact in packaging, instead of thrown into a box. Not impressed.

we ordered a steel kick plate in oil rubbed bronze. The oil rubbed bronze coating that was on the kick plate was a bit uneven and when you touched it, it would come off on your hands. We ended up having to rub off the coating (came off with a wet cloth) and spray on our own oil rubbed bronze coating. It turned out great but at the price we paid, we should not had to take the extra step to get it right

Received a recessed medicine cabinet that is not like the photo that was on the Factory Direct Hardware's website. Currently experiencing issues with returning the medicine cabinet for a refund/credit to my MasterCard account.

I received the order quickly, but the fitter (the hole for the bulb) was minuscule and won't fit my light fixture. The drawings online do not include the fitter side. I called that day, emailed, and completed an online form with factory direct requesting a return authorization. It has been 11 days and I have not received the authorization. I would really like to get those returned, out of my house and refunded. SO FRUSTRATED!!

I found it frustrating to use the site. I could not find how to access the “comparison table” after adding items to it and I wanted to find shipping costs, which were not available till I had completed everything else, and when I wanted to change the quantity of the item I was trying to order, I had to go all the way back to the original item page. On the upside, there was no minimum order requirement and I was not charged more for shipping two of the same small item than one.

Not happy about the minimum order and $10 shipping charge. I ordered handles previously for the rest of the house and just needed this one more handle…

Tried to get help with order could not get into a chat. Called support number and had to leave a message.

So far, this was easy! The items came on time and were exactly as ordered. Happy with the experience.

This was the only place I could find numbers "exactly" the same as what I was replacing on my front door. They are great. Only one issue. You sent me a 6 instead of a 9 (didn't line up with the 9 that came off of the door). Everything else lined up perfectly. I didn't want to give you less than 5 stars because the product was in perfect condition and came quickly. I will order from you again. It would be nice to get a 9 though. Thank you, Angie

Check and finding what I need was easy. What I really wanted is back ordered so I'll have to wait. Guess people are busy doing home projects too during this pandemic

I looked and looked for the right size drawer pull. I was getting worried I was going to find what I needed. Till I found Factory Direct Hardware. They have so many items to choose from. I look forward to getting my order. I will follow up with a review after I receive my order,

There were no dimension for the products I think I want so I had to take a chande they are the right ones.

I would have been much happier if I could have reached someone at your facility to confirm I am buying the right item, but no one ever answered

Fast and quality part. Only thing I would have liked is a email for confirmation of order. Other than that I would order again

My experience has been absolutely terrible. No one has gotten back to me. All I've received is this survey

Delivery method is very slow compared to all other shippers and cost is high to make shipping comparable to other shippers. Products are great but your distribution method is antiquated. Great products though.

They charged $10 "too small" order fee and $9.95 shipping on a $15 order, so I paid $35 for $15 worth of goods