"I am an innkeeper in a remote location and am always having to shop online for supplies. I have never encountered such EXCELLENT online help in such a fast and expedient fashion. Patricia answered my email(on a weekend) immediately. I didn't expect that. Then continued to help me until I had made my choice. I was shopping several sites, but when Patricia showed so much care & promptness, the price consideration melted away and I wouldn't have gone anywhere else. WOW. This is a rare kind of customer service these days. I can't say enough good things. They are now in my "Favorites" list. "

"Received the doorknocker in a matter of days regular mail. Product arrived without screws and the tap plate. Contacted Singature and explained what happened so they said they would reship the missing pieces. To date have not received same. "

"I was absolutely surprised by how quickly I received my order (ordered on Saturday, received on Thursday) and the quality was exceptional! "

"Very happy with Signature. Had best price on fixtures for claw-foot tub. Service and shipping was great. Coming back for matching sink faucet when in stock."

"Below is my original review. After much deliberation the company has decided to get us a new sink. I will keep you posted on the progress and ease of working with this company.

This company does NOT stand by their warrenty, buyer beware! We purchased an $800 fireclay sink not 3 months ago. It was installed by a reputable licensed professional and now has a crack the width of the sink on the left side clearly away from the drain, etc. They first said it was due to improper installation then when they found out it was installed properly and the orientation of the crack could not have come from this they blamed us. It says clearly on their warrenty that this is for 5 years and covers damage that happens under normal circumstances and use. They are not helpful at all and just keep emailing me links to purchase a repair kit. If I wanted a broken and then repaired sink I wouldn't have paid so much money for a sink. Do not buy anything from this company that you may want a warrenty for. "

"What a big disappointment! I ordered a very nice rain showerhead and it was sent to me slightly bent on one corner. The damage was not obvious until it was installed and water pooled to one side of the showerhead. The supervisor basically called me a liar, accused me of dropping it and wouldn't do anything to correct the situation. Her name is Sylvia, btw, if you ever get the pleasure of speaking to her. I will take my business elsewhere where customer service is a priority. "

"I recently purchased a bath shower panel and could not be more pleased. It is beautiful, and, something you just do not find in your mass market hadware stores. I had a minor issue with the installation and their customer service staff and technical staff could not be more helpful! I would highly recommend them to all my friends."

"I ordered a shower panel http://www.signaturehardware.com/product18620 and was very excited waiting for it to be installed. Unfortunately it turns out that the panel has some faults (no backflow preventor) which makes it illegal in the state of Massachusetts. I call for a return and get given an RMA label. But I am told I have to ship it myself (they do not cover the cost, even though I contend it should be their responsibility to not sell stuff that is illegal for use). They do not provide any other instructions on how to ship. I ship it UPS ground for $70 only to hear from them that the panel has some dings when it arrived to their warehouse. At this point they refuse to give me any credit and I am stuck trying to figure out whose fault it is (theirs or UPS's). I have now given up and written off the $600 (shower+return shipping). I find their customer service terrible. No advice on legality of merchandise, no advice on how to ship back and complete inflexibility on assuming any kind of responsibility for their failures. I am very disappointed and would never buy from them again."

"Like being on a hook?

Shopping online, I’ve ordered 2 items from the Signature Hardware: shower rod and a curtain. Total order came to $136.90, out of which $99.90 was for the rod. The shipping on purchases over $50.00 was free and I was really excited awaiting the package arrival.

When it was brought in, I’ve noticed that the rod is of a wrong finish. Instead of polished chrome it came in polished nickel. I must have clicked the wrong link ordering it.

I called the company right away and was told to send the rod back using return authorization that I would get via the email. As far, as the rod concerns, they would send me another one in chrome finish, as soon as they receive this one. …So far, so good!

"Will the 'return authorization' cover the shipping?", I asked.
"No, it was your fault. You’ve ordered the wrong finish, so you’ll have to cover the shipping charges."
I didn’t quite like the sound of that, but wanted to be fair and accepted it. It cost me about $19.00 to ship it back.

On the day I was told it’ll get back to the company I’ve called the Signature Hardware to make sure everything is on track. That’s when the arm twisting has started!

I was told that rod in chrome finish costs only $54.95 vs. $99.95 in nickel finish (which is a good news!) and the difference of $45.00 is going to be given back to me in a “Store Credit” (?!) and if I don’t agree to that, this amount will be credited back to my credit card account with the DEDUCTION of 10% RESTOCKING FEE!!!

I asked to speak with the manager, but he turned to be very unhelpful, to say the list. It was perfectly clear to me that they would much rather to catch you on hook and keep you there for the future purchases, by giving you the store credit.

We are not talking BIG Money here! It’s the principal that matters to me most of all!
I hate being on a hook, don’t you?!
My answer to all of this was NO!
No to the store credit!
No to shopping in Signature Hardware EVER again!
"

"We ordered a 48" Carrell vanity from Signature Hardware due to the fact that there are very few choices in non-standard (less than 21")depth bathroom vanities. The Carrell uses a one piece european style sink / vanity top. The sink top arrived badly cracked due to the fact that it was poorly packaged. The most vulnerable point on the sink is the radius of the sink bowl that extends beyond the counter top. That portion was protected only by a cardboard box. The entire box was "crated" with a thin wood frame but the vulnerable portion was between framing members and was exposed at the outer edge of the carton. It was easy to see why it had arrived damaged.
We contacted Signature Hardware and they gladly shipped out a replacement which arrived about a week later. This time they used expanding foam and foamed the entire unit inside the cardboard box. That's how it should have been done the first time. They also sent it via FedEx freight instead of by common carrier.
My problem with Signature Hardware is this. After receiving the replacement we contacted them about sending a call tag for the damaged unit. Mind you, this sink / counter top is 92 pounds of porcelain and sits in a "crated" box approx. 48" x 24" x 10". We were told we needed to hold onto it for two weeks so the carrier could inspect it if needed. After two weeks, we again contacted Signature Hardware and were told we were responsible for "disposing of" the damaged unit. After several un-answered e-mails requesting that it either be picked up or that we be reimbursed for the expense of taking it to "the dump", we contacted the customer service supervisor on duty at that time and were again told very unapologetically that we should just "break it up" and put it in the garbage can. On an intellectual level I understand their position. The common carrier damaged it and paid Signature for it. Neither of them want a 92 pound damaged sink. But this was a $1700 dollar purchase and now I'm stuck with a large boat anchor! It was the CS supervisor's attitude I didn't like.
To boot, when we went to install the sink / countertop unit onto the vanity base, it became very apparent that it was not "true". That is, the entire thing is twisted from one end to the other and while not apparent by looking at it, the horizontal counter surface is badly uneven. When you set an object on it you can easily see how crooked it sits.
Since we didn't realize this until we were installing it (again it wasn't readily apparent) and considering the response to our request to have the damaged unit picked up, we used some creative installation skills and made it work.
We do like the way this sink looks and are learning to live with the eneven counter surface, but will never again make a major purchase from Signature Hardware."

"I ordered a clawfoot bathtub - the faucets and the drain that go with it along with a over the side mount for the soap..all in all total of approx $1400.00. The paper work said the tub weighed (uncrated) 200lbs - so my contractor prepared to have 2 workers there to bring the tub inside my house. To do this, he shut down another job, had the 2 laborers driver across town and wait for the delivery. Delivery was an hour late. Then the tub is unpacked and it weighs at most 55-65 lbs. So needless to say it wasn't need to have extra help to carry the tub in. I'm a 125lb woman and I can pick it up easily myself!! So, these extra expenses ($240) have been billed to me by my contractor and rightfully so on his part. So i emailed in to my sales rep, Tina, asking to be reimbursed for my incurred extra expenses since their literature was WRONG. I asked for $240 - they offered $100. Then came back to offer me as a final offer $160. It is their fault completely that I have this extra expense but they won't cover it. I'm remodeling my whole house now and still have $20K work of items to buy and they will lose lots of revenue for their company simply over the refusal of an additional $80. Oh, the tub is pretty - but not the quality I expected since I thought it was a 200lb tub.. not worth the hassell of sending it back."

"Order several different configurations of their Whittington Solid Brass Georgian Design switchplates. Whittington is apparently a private label for SignatureHardware. All the GFI switchplate packaging included 1/2 inch screws when 1/4 inch screws are necessary. This is an industry standard. Also the switchplate screws were brass plated NOT solid brass like the switchplates themselves. The screws themselves were a rather soft metal, distorting the head during installation or actually breaking off. Would have expected better for the total price of the products plus the never disclosed that the screws were brass plated.
Discussed with Customer Service to no avail. Apparently even though the GFI switchplates require 1/4 inch screws you only get what is included in the packaging and that is it. As to the screws themselves, no one else had that problem. Bottom line is that you only get what is in the package whether it is correct or not. "

"I ordered a bathroom vanity with countertop and sink on the 26th of Feb. Today is the 29th of Feb. and it arrived today in perfect condition. I was so shocked that it arrived so quickly that I thought there must be something wrong with it,I was thrilled that there wasn't . I wish I had found their website before I had started remodeling my two bathrooms. I would have purchased everything from them."

"I’m redoing a craftsman house; my client wanted to maintain its historic character. I saw what I thought was a perfect match for the heating registers that I needed to replace, in their catalog its listed as black Cast Iron Mission style. They were nearly seventy dollars apiece, I figured for that price you were getting quality. I order two to check them out, what a piece of junk, typical Chinese garbage, I figure they probably got them from the Chinese for a couple of bucks and pawned them off on an unsuspecting public as a high end quality product. The casting was bowed and warped, there was no way it would lie flat to the floor. It was covered with casting scale and flashing, no attempt was made to finish the casting, they just sprayed paint over it. It was advertise as being 3/8 of an inch thick, what they don’t tell you is the 3/8 inch is just the perimeter, the lace work was less than 1/8 inch thick, first time someone steps on it or moves furniture over it I can guarantee it’s going to fail. The louver levers were totally inoperable; the only way to move the louvers was too physically to move them from underneath, which wasn’t going to work once they were installed. I’m looking for a source of quality period reproduction for my business, given the quality that Signature Hardware puts out I would never consider them again. You can’t disguise junk; I won’t insult my client’s intelligence or jeopardize my reputation. I can't rate there customer service or return policy as I haven't tried it yet, lets hope that its better than this item."

"I had such a great experience with Signature Hardware. We purchased the Brushed Nickel Sebastian Shower Conversion Kit for our clawfoot tub. Not only was the style much nicer than anything else we've seen online, the price was amazing. We were expecting to pay $1500 and only paid $600. It was delivered very quickly and my wife and I were extremely pleased with the build quality of the whole unit. We're so tired of people cutting corners to try to save a dollar. I have know doubt that this product will last for a very long time.

The only problem was that we somehow received the wrong parts. We got the Deck mounted kit, and we needed the Wall mounted. So I called on a Saturday, not expecting to reach anyone. I talked to a very friendly woman who forward me to one of their experts. I could be wrong, but my guess is she had the call forwarded to his Cell phone. Now that's customer service! He was very friendly, and didn't treat me like an idiot, like most experts do. As soon as we figured out the problem was, he asked me to email some pictures and immediately put in an order for the right parts. I didn't have to send back anything. They just shipped me the two parts I needed, no questions asked. Two days later I was taking showers again.

Putting it together gave me even more appreciation for the build quality of the unit. The only downside there was that it didn't come with instructions, but it was easy to figure out if you have even a little plumbing experience.

Overall I can't say enough good things about this Company, their service and their products."