"I ordered a heater 11/18/2011, using Discover card. Throughout December I called twice and emailed customer service twice. I contacted Discover card early January 2012 and they launched an investigation because the product was never received and customer service never contacted me. They gave me a temporary credit for the amount charged and finally got the "store" to refund the amount on 2/14/2012. So I will never buy anything from this "store". If the "store" had contacted me and said the item was not available or back ordered, that would have shown good faith on there part, but they never did contact me. I should have looked in the BBB for Northern Indiana first."
"Ordered a doorway fan Dec. 1, and STILL have not received it (now 2/6/12!). Repeated e-mails go unreturned, and when I call an operator says the number is "temporarily unavailable". Of course, my card was charged upon placement of my order."
"DO NOT ORDER FROM THIS COMPANY!!!!!!!!!!!!
It is a scam. I ordered a massage chair that broke within two months of purchase. I have called NUMEROUS times and SENT NUMEROUS emails to no avail.
IT IS A SCAM.
Do yourself a favor and order from a reputable, DECENT company.
These people are PATHETIC."
"Did not ship product yet charged credit card immediately. Have been waiting over a month. No response from TGHS via their online customer service request and unable to speak with anyone in customer service via telephone. Have just filed claim with credit card company in the hope of getting my money back."
"ABSOLUTELY DO NOT ORDER ANYTHING FROM THIS (SO CALLED)STORE
I ordered a fireplace screen for my Dad for Christmas on 12/06/2011 that was said to be in stock and shipping was supposed to be 5 to 7 days (maybe they meant 50 to 70 days) I emailed them many times with no response other than the automated response that a shipping representative would contact me within 24 hours( well they owe me alot of responses because I got none !!)my wife and I had tried calling at different times of the day and night and left messages and got no response,their online help line is always offline, my credit card was charged immediatly (seems like thats the only thing they are prompt at doing !!)I just finished filing a complaint with the better business bureau and am now going to dispute the credit card charge (which in my last email I warned them I would do ) I will do my best to tell as many consumers as possible about these scam artists, to sum it up America does not need companies like this giving us a black eye !!!"
"Appears there is a theme with "great hardware"... My recommendation is not to buy from them if you can. I placed an order 20 days ago... with a 5-7 day delivery... still waiting. Left emails, phone messages. No response other than auto responses. Strongly recommend avoiding them if at all possible."
"Ordered on 12/5 and had credit card charged on 12/6. It is now 12/20 and still no merchandise. I have left two voice mails and used their online contact system twice, and still have not heard back from anyone. Not able to get anyone on the phone, no matter which option I choose. I am currently disputing the charge with my Bank"
"Terrible! As others have described, they billed my credit card immediately; but then nothing. No item (backpacking tent), no email indicating why it wasn't shipped or when to expect it. I used their online contact link, but no response. I called, but they have no way to talk to a human, just an automated promise to get back to you within 24 hours, which never happened. Multiple attempts by email and phone but no response. Finally I called and left a message that if they did not contact me by the next day I would dispute the charge with VISA. THAT DAY they wrote to me saying they had just credited the amount back to my VISA account; which they in fact did. But it took a threat of action to get action. POORLY DONE 'Great Hardware Store"! Poorly done. "
"In a word AWFUL!
Communication: Online chat is always offline. Do not answer telephone. Did not reply to email until I stated that I would cancel my order unless they could give me a tracking number.
Order Fulfillment: Web site stated that item ships in 1-2 business days. Finally received an email from the company a week after ordering stating they had an order fulfillment issue and could ship the item in 3 business days. The item was never shipped and I canceled the order. Draw your own conclusions if they had this item in stock."
"I ordered some wire on 10/30/11. They charged my credit card immediately. I see the charge on my credit card account. After 10 days I received no shipping info. So, I went online and used their email contact, got an automatic response that they received my email. No other response. The online interactive question feature is always offline. I sent them a second email stating if I did not hear from them in 2 days that I would cancel the credit card payment. Still no response. I called them at the 219 number and there is no way to speak to anyone. It tells you to go online. So, now I have disputed the credit card charge. I also notice that occasionally Great Hardware replies to these complaints, but I do not believe their replies are truthful. So, for you, Great Hardware, here is my order number and customer number: order # 34923, cust # 40657. Let's see you dispute this. DO NOT DO BUSINESS WITH THIS COMPANY."
"Terrible. The customer service by phone is the answering machine only. They charge my card right away. After 7 days I contacted them about the order. Received response by email with apologies. They have found a technical issue in which some orders were not fulfilled. Asked them to ship ASAP. They never responded and after 4 days I found out on their website that order was canceled. Think twice before order from them!"
"I am attempting to contact the store about an online purchase I am waiting for and have called three times after sending three e-mails. My e-mails go unaswered (other than the auto reply that states they will contact me within 24 hours) and when calling it is impossible to get past the auto answer features to speak with a real person. My credit card was charged the day I made the purchase and 11 days later I have nothing to show for it, neither merchandise or answers. So far I am not impressed with their service."
"Poorest customer service! Will never buy again. I placed my order with them, received confirmation on website and via e-mail that my order was received and placed. My credit card was charged immediately. After 6 days I contacted customer support by phone and email. The customer service by phone is the answering machine only. Received response in 2 days by email with apologies. They have found a technical issue in which some orders were not fulfilled. Was promised that my order will be shipped in 3 business days. After 6 days of waiting I contacted again to check order status. My order however was never shipped/delivered. No any response from them after 2 days waiting. So, I contacted my credit card to open a dispute. If you have the same issue do not cancel your order. Always open dispute with your credit card first. When you open the dispute the Bank will charge the seller $20 - $25 service fee to resolve a dispute. At least they will lose some money for that terrible service. May be it will be helpful to improve the service or close the business. Think twice before order from them! "
"I ordered hardware cloth from the Great Hardware Store and got some coffee pots shipped to me instead, with a packing list that reflects what I actually ordered. I have emailed them and called them for three days in a row, with no one answering the phone or responding. Since it seems like they actually monitor this board, maybe they will respond to me via this. I want the hardware cloth I paid for!
Megan"
"Poorest customer orientation and service I've encountered in years!! I placed order with them, received confirmation on website and via e-mail that my order was received and placed...order however was never shipped/delivered by them. After a month, I called them, they claimed they never received payment, but could not explain how my transaction was processed, I received a confirmation for the order...whatever technical issues they have with their website and processing orders (which seem to be numerous), they are dwarfed by the total lack of customer service."