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April 2023 by Clifford turik
Doing a new build. Spent thousands of dollars on pocket door frames, other parts, etc. Their shipping was nothing but a mess.Due to building delays over the last two years our builder took several months to start installing products after he received them. He discovered they shorted us a box of plywood clips.I reached out to their "customer service,"and explained our situation to their customer service rep. Got nothing but an unhelpful reply telling to BUY even more. I followed up and got a smart$%÷ reply. I called and spoke to their "customer service" manager, explained the situation again. He is no better than the useless, unhelpful, service that works for him.Quite obviously they view any customer who contacts them beyond two days to be a liar! BE AWARE! This company hides behind the shipping company rather help their customers.They CLAIM to offer a LIFETIME WARRANTY. Do NOT be deceived. There is NO reason to believe they will NOT find an excuse to not honor that warranty based on the company's attitude toward its customers. After all, they view their customers as liars not as valued.STAY AWAY, VERY FAR AWAY. YOU HAVE OTHER OPTIONS. WISH I WOULD HAVE!
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April 2023 by Julia Turik
Buyer beware. If you purchase directly from this company, they do not include all the parts and if you don't contact them within 48 hours after purchase to report it, they will not send the missing parts and will question your integrity.
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March 2023 by Julia C.
Good quality doors, but BUYER BEWARE. If you purchase directly from this company, they do not include all the parts and if you don't contact them within 48 hours after purchase to report it, they will not send the missing parts and will question your integrity.
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November 2022 by J J
The products appear to be well made, however, their return policy is extremely misleading due to shipping delays. I ordered a product in April which shipped 1.5 months later. The product did not fit in the location and they use the date of purchase and not receipt for processing a return. Obviously misleading for the consumer and if the shipping is delayed 60 days, there is no return policy. I've reached out to the better business bureau and consumer protection services.
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September 2022 by Amanda S.
On 9-22-2022, I spoke to Gary who was extraordinarily helpful. I have almost zero construction, DIY, hardware, etc. knowledge and he was very patient with my questions and helped me choose the right product to order. Thank you Gary!
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September 2022 by Mike C.
It's very unfortunate to see an American manufacturer like this slide down below overseas no-name-brand vendors due to poor quality control and no-ducks given customer service. The concept of lifetime warranty is completely moot with this company, since the "only person in the department" that picks up the phone call refuses to help in any way. If you find a quality issue with any of their parts be prepared to pay more money and get zero backing from this company.
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April 2022 by Paul S.
Good hardware, but customer service stinks.Spoke w/Terry the mgr regarding a $700+ order placed 7 months ago.Missing one $8 door guide, but he wouldn't comp me one.Penny wise and pound foolish, pissing off a large order customer for a small part to make it right!ps: Additionally 12' track ordered was damaged in shippingCaveat Emptor: Carefully inspect for damage and quantity when received!
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April 2022 by S. P.
I was so relieved to see that there were others who also had problems with Johnson hardware.I have had nothing but problems and frustration with this company. I ordered sliding closet door tracks, waited 5 months only to receive them damaged and bent at right angles due to the shoddy packaging. I called for a replacement, and waited two more months for another set to arrive. At the same time, after describing my set up, ordered 6 soft close kits on the advice of two of their sales people. Turns out I only needed 4, and the 2 extras were actually not appropriate for my setup and I needed to exchange them. The first rep I spoke to was kind and apologized for their mistake and wanted to make it right. He reordered the parts I needed, rushed the order, and said he'd waive the restock fee. When the refund came, I was charged the restock fee. This time I called back and spoke to "Steve". He was condescending and rude, he didn't understand what the problem was and said there was no note of waiving the restock fee on my order (which he took forever to find because he had no record of it) and refused to reverse the fee. Even though I explained all the past issues I had with their delivery and products- how I waited a total of seven months for tracks; how I was advised to order the wrong parts; "Steve" did not care about any of it. He was short tempered, talked over me and cut me off when I was speaking. At the end of it he refused to waive the restock. I refused to be spoken to so disrespectfully so I hung up. I thought about calling their corporate office and complaining but then I realized that the person I had an issue with was actually an owner. They can keep my $25 but I'll never buy their products again and I will tell everybody I know. Do yourself a favor and buy from a company that appreciates its customers, doesn't act like they're doing you a favor by selling you their products, and doesn't nickel and dime you over fees that are caused by their own ineptitudes.
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March 2022 by J B.
All the other negative reviews are spot on. Horrible customer service, rude phone representatives and staff. Ordered a second soft close mechanism based on THEIR printed material included in the pocket door I bought. When I received it, I discovered it would not work on a 24 inch door. Was charged 25% restocking fee to return for their poorly written documentation errors. I was even reprimanded by "Steve" I didn't know how to read their poorly written documentation. IF YOU DO BUSINESS WITH THIS COMPANY, BEWARE, THEY HAVE ZERO CUSTOMER SERVICE SKILLS AND, FRANKLY, DO NOT CARE ABOUT THE CUSTOMER.
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October 2021 by Tim R.
Spend you money elsewhere, poor and rude customer service, The owner Steve could care less about customer service. I needed to return an item that was ordered the wrong size and he refused to return it and replace it with the correct size, when pressed to speak to management he rudely hung up the phone. there are to many other companies that appreciate their customers, so don't waste your time or money dealing with this jerk or his company.
