On May 17 I placed an order w / Handlesets.com for a Weiser Model D4370 brass finish, keyed on both sides deadbolt for an exterior door. I included the key number of my existing locks so the new deadbolt could be keyed the same.
The lockset was on back order so it did not arrive until until early July. I was in the process of installing a new door and was not ready to install the lockset when it arrived. When time came to install the lockset I discovered that the pre-drilled hole in the door was to large for the new the lock cylinder, although I was told the the lockset would fit the new style door.
I again contacted Handleset.com and was told I could purchase the necessary trim rings from them. Unfortunately the trim rings were also on back order. I was even told that due to the problems concerning my order they would wave the shipping costs for the trim rings. The following day there was a message on my answering machine from Handlesets.com requesting a credit card number in order to process my order since I hadn't discussed shipping of the trim rings when I placed the order.
I phoned Handlesets.com and cancelled the trim ring order and I ordered them from the manufacturer.
After receiving the trim rings from Weiser Lock in early August I attempted to install the lockset only to find that the security brass trim plate on the interior side of the door was alreading in place. The trim plate covers up the screws on the lock cylinder once it's installed in the door. I was unable to remove the this piece w/o damaging it. After installing the deadbolt I discovered the one side was keyed to my existing locksets but my key would not unlock the other side. I could not believe the lock needed two different keys to unlock it and I was only provided with the one that matched my existing locks! So much for quality control.
I again contacted Handleset.com and explained the problem.
I was told the to return the lockset as it was defective and that would reorder a new one, which incidently would take several weeks. Handleset.com requested a credit card number to charge the purchase and I would be issued a credit after they received the defective lockset.
I was to emailed a shipping label and a RGA number immediately. That never happened. After several days and numerous emails and phone calls I finally spoke to their Customer Service at Improvementdirect.com and explained to them I had not recieved the email containng the RGA number and shipping label.
Upon receipt of the necessary RGA number and shipping label I promptly returned the defective lockset on 8/23/06.
On 9/01/06 I phoned Handleset.com to see why a credit had not been issued to my credit card for the return of the defective lockset. I was given an apology and told they would get right on it. On 9/15/06 I sent an email handleset.com also doing business as improvementdirect.com inquiring for a second time about the missing credit to my account.
Today I received the following email from improvementdirect.com:
"Hello,
Thank you for choosing Handlesets.com
I have looked into your inquiry and found that the warehouse may not be excepting the return. Please call us directly @ 1-888-649-0865, you will need to be transfered to extension # 431. A gentlemen by the name of Stewart has been assigned to your account. If you have any more questions please feel free to contact us via email or by calling 1-888-649-0865. Have a great day!"
Sincerely,
Amanda Lopez
Chico, CA 95973
(888) 649-0865
I phoned Handlesets.com today and spoke w / Stewart. He told me he could not issue the $65.00 credit for the returned goods as they were damaged and missing parts! I explained to him everything that had transpired concerning the purchase and he told me he was "sorry" but I could not be issue a credit.
If I wished I could speak to his Manager "Mort". I told that I wanted to speak to him and was transferred to a voice mail!
I left a message but really don't expect any resolution, so it looks like the next contact I will make is to my state's Attorney General's Office.
This fiasco began in May of this year and six months later is still going on. Needless to say this is one Internet company (ImprovementDirect.com) and it's subsidiaries I won't be doing business with and advise everyone else stay away from also!
By the way here's a list of the subsidiaries:
Handlesets.com
MoreHome FaucetsDirect
KitchenDirect StovesDepot
PullsDirect VentingDirect
ToolsDirect VentingSystems
PlumbingDirect VentingPipe.com
FixturesDirect ThermoSource
LightingDirect BlindSelect
YRugs.com
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