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2018-02-06
3/5
Fast Shipping, but Order Accuracy issues...
"FactoryLocks.com has a fantastic selection of product and their prices are fair/average. I purchased 11 Schlage deadbolts and 9 knobs for the doors and yard gates around my home. My total purchase with them was right around $1,000. Because of the size/cost of the order, I received free shipping, which I appreciated. When I went to checkout on their website, their internal system wouldn't accept my credit card (strange, should have no issues) -- but it was no problem, as they accepted PayPal and I was able to complete my purchase using that instead.
My order shipped out insanely fast. I ordered right before bedtime and by the next afternoon, it had already shipped. The free shipping method took 3 business days (FedEx) to travel from St Louis, MO to my home in Los Angeles.
Now for the critical part of my review....
When I received my order, one of the knobs was wrong. I blamed myself, but double-checked my receipt and was relieved that it wasn't my error (for once!) -- FactoryLocks had shipped one "Accent" knob when I had ordered all "Flair". I attempted to call customer service, but I just got a voicemail. I didn't leave a message, deciding to email instead. Within 24 hours, I received a response to my email saying that they had just shipped out the correct part and were providing a postage-paid return label for the wrong knob.
Problem solved... it's just that their customer service never apologized for the mistake in any way at all (I was not fishing for a discount -- I mean this literally, the word "sorry," "apologize," or "mistake" never appeared *any* of their emails.) I was a little turned off by this lack of the most basic customer service etiquette.... after all, the oversight caused a one week delay on my lock installation, and the correct item was eventually shipped by their standard shipping method (in my email, I had asked if they could please express mail the correct knob to me, but they didn't acknowledge or acquiesce my express mail request.) However, ultimately I did get everything I ordered and it was all handled professionally (just lacking in some basic manners, which I can of course forgive.)
Overall I was mostly satisfied. They have an excellent selection of product and ship orders ridiculously fast. However, my received order was inaccurate and set back my project's timeline. In addition, their phone support appears to be a voicemail box and their email customer service is somewhat lacking in basic customer service skills.
I would certainly order again... however FactoryLocks probably wouldn't be my first choice next time based on this particular experience."
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