"Ordered 2 towel holders, waited for over a month. I couldn't wait longer, so had to call and cancelled my order over the phone. 3 mths later it's shipped and they charged me. I called their customer service and was told that whoever spoke with me over the phone during my order cancellation didn't leave any cancellation records. So, there is nothing they can do about it. She told me that there is a restocking fee as well with the return. Very sloppy and disorganized service! Will never order from this company again. "

"Ordered a door handle set that tarnished and stained one month later. I’ve been trying to reach them via phone and email with no response. I wish I read the reviews prior to purchasing from this company. Would love to attach photos of the product if possible. "

"This company is severely lacking in the customer service department. They sent me damaged product, and after I sent them the photos of how the product arrived with the paint chipped off in multiple spots, they claimed it was normal ‘wear’ despite the fact that the paint was missing when it arrived! Do they expect me to believe it started wearing off during shipping!? How do they expect people to be ok with that?!? On top of that they’ve refused to acknowledge multiple requests for a return authorization and refund. Save yourself the frustration and go somewhere else for your hinge needs - this place is a real rip off. They only care about taking your money. "

"If I could give less than 1 I would! Online ordered over 40 days ago, called twice and emailed 3 times - no follow up. Called today to check again and they had NO idea when ready, no apology, no suggestion. Asked for a manager who was COMPLETELY rude and not helpful. They called back to say another 30 days till order would ship. Don't waste your time or give money to people who don't care about customers and should NOT be in the customer service business."

"I wouldn't buy anything from this business the color or the items I bought didn't look like the image on their web site ... All they can offer is a outrageous 25% restock fee on $500 of hardware ... next time faucet factory or amazon for me "

"This company is a nightmare to deal with and they are a total scam. When I received my order, the products were all scratched, stained and they looked used. When I provided pictures of one of the products to the company and asked for a return label, a woman named Roxanne was uncooperative and started arguing with me about the quality of the products. She then proceeded to tell me that I would be charged a 25% "restocking fee" (which was NOT mentioned when I proceeded with my purchase on their website). Their 25% restocking is somewhere hidden on their website and they use it to make it difficult for unhappy customers to return their orders. Also, a restocking fee should NOT apply when the quality of the items is not as advertised on their website. I have run operations for large customer goods companies for nearly a decade and have intimate knowledge of how customer service and returns work. A restocking policy is in place for a reason; however, it is nothing more than a piece of paper to help make good decisions on behalf of the company. There is absolutely flexibility to deal with extraneous situations, especially when items sent are all scratches and stained.

Since the company kept arguing with me about clear scratches, stains and imperfections on the products sent to me, I was led to think that Cape Cod Brass had no intention to honor the promised quality of the items sold on their website. I therefore filed a dispute with my bank and returned the products to them at our own expense. I was fully refunded by my bank and I highly recommend to do the same if this situation happens to you. Do NOT accept low quality by these scammers.

The fact that they kept arguing with me saying that the products they sent me were just as represented on their website was not only disingenuous, but also dishonest. If they spent half as much energy on taking the negative feedback and improving the experience of their customers and quality of their products as they do in being defensive and in denial, I am sure they would have better reviews. Their current 1.8/10 score on Yelp and 2.8/5 on Google are well deserved."

"AVOID Cape Cod Brass!!!
Ordered item from website, no mention that is was non stocked item and special order. When I inquired on when it would ship only then was I told its was not stocked and would ship in a few weeks. Response from CS was rude and I would NEVER buy from them again."

"Not a pleasant experience. Before purchasing the product, I was told there were 40+ in stock. After not receiving my order when I was told I would have it, I checked in with them to find out it was backordered?! Then they did nothing to help with the inconvenience they had caused. They even acted as if it was no big deal. Lesson learned. Shop elsewhere."

"I bought a Baldwin lock from this company online because the price was very competitive. It took forever to come. When it arrived, the mortise lock was broken. The company shipped me a new one before I returned the defective one -- I was initially pleased, but surprised to learn the company still had my credit card on file. Also surprised that no invoice was emailed or mailed to me. Then it turned out I had actually ordered an incorrect part and needed to make an additional return. Again, the company charged me; again, no emailed or mailed invoice. Finally, I had all the correct parts and a working lock. I shipped back what I had that was broken or misordered. Then, over several weeks, I had to call and email repeatedly to get the company to process the return. Once the return was finally processed, I still had no invoice or receipt. Finally (after yet another email exchange), I received a return form that showed a $57 restocking fee -- which had not been mentioned at any point and still did not account for the discrepancy between my credit and what I had spent. Plus, half the time I try to email these folks, the emails bounce back because their system is down. Lesson learned: for a bit more money, order your hardware from a better outfit."

"I purchased a deadbolt lock to match existing hardware in my home. Cape Cod's price was one of the best. But, I had to return the item because it did not match in size or color. This is a big drawback in doing business with them...the colors are represented by "cartoon" color splashes, and are not accurate. I returned the item at my expense - both ways, and it's $12.50 each way, and they charged me a 25% re-stocking fee, pretty high considering what that really means. I then talked to the salesman, who seemd a little put out and rushed, and ordered the right size and color. He sent the exact same size lock as the one I returned, guess I was right in assuming he was not really paying attention to me. So, on the phone again, and while they waived the restocking fee, I was charged freight. They just make it too difficult and expensive to do bueiness with them. If you absolutely know exactly what you need and are confident you will not need to return then item, they are probably alright to order from, but I would steer more toward consumer friendly businesses."

"We've placed 2 orders with Cape Cod Brass and were very satisfied both times. We ordered Baldwin Brass door hardware. It was close to Christmas, so they were good enough to tell us that the Baldwin Brass factory goes on vacation for several weeks and would not start our custom order until mid-January. Their knowledge, honesty and good communication allowed us to understand why the order would take 6 weeks, and to plan accordingly. The hardware arrived exactly when they said it would.

Then we ordered some Valli & Valli cabinet hardware. We had done some shopping around, but Cape Cod was the only one who told us their distributor had 23 left and the knobs were being discontinued. We ordered extra as a result. Knobs came earlier than expected - perfect condition!"

"When I ordered, I was told shipment would be in 2 or 3 days. After waiting six WEEKS, I called to cancel. A week later, still no credit on my CC. I called to find out why and was treated like some jerk and got a complete runaround. Ended up disputing the charge. There are better choices for spending your money."

"My order has been delayed because of damage during shipment. Although that issue is beyond the control of Cape Cod Brass, they have been very difficult to deal with...unable to provide a tracking number for the replacement shipment, reluctance to return calls when promised, but most telling is that NO ONE at any time seems willing to express a simple, "I'm sorry for the delay." If I didn't want the product as much as I do, I'd cancel this order and never deal with them again."

"Order from website named BaldwinBrassHardware.com (8 crystal door knobs - best price w/shipping around)- ordered on Sunday afternoon. Didn't receive a shipping notice or FedEx tracking number so wasn't sure order was being processed. Credit card charge showed up on Thursday so I knew at least someone was working it. Expected email notice with tracking number later in the day, but when I got home from work, there was the package! What a surprise!"

"Terrible, simply terrible. They messed up my order, by sending a handleset with 2 3/8 backset instead of ordered 2 3/4. I didn't know until the installer came to install the door. When discoverd, I called the seller and spoke to the owner, Karen. Despite it is being their mistake, she would not overnight the latch and a balt needed to make it work (SHE WANTED ME TO PAY FOR OVERNIGHTING!!!). Now I would be without a handleset for 4 days and I would have to get an installer out again. Stay away!"