First and foremost i'm an international customer from the Caribbean. Dealing with Don Long and Custom Doors Direct has been a nightmare. I purchased an 8ft door and the hardware. When i had an opportunity to open the crate the door was there but the hardware was no where to be found. After speaking with Don Long (who happens to be the only person you can speak to) he told me that he'll do a follow up to see where they screwed up. After a few more emails he then respond and said Emtek (the lock company) sent the hardware to wrong customer and they are contacting the customer to return. First thing first the locks were to be shipped to him (Don) and placed in the crate along with the door. Presently Don is not answering my emails or is he returning calls. Secondly that's to much information. Thirdly i don't want a lock that has been from hand to hand. Therefore, i requested that Emtek ship a brand new lock and they sort out the mess. Customer Service 101. After that i have yet to hear from anyone
Until i find immediate resolve to this issue i highly recommend not using this company. Especially the international customers. It is kinder strange when a company doesn't have someone you can talk to during operating hours (has caller id so he screens calls).
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