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July 2023 by Yolanta Bertram
We highly recommend this company.The service was professional, helpful, efficient and friendly. The shipping was quick and all items were properly packaged and labeled. The follow up service was equally helpful.We are extremely happy with the quality of the items received.Baldwin Hardware Direct made the purchasing process easy and enjoyable while restoring a hundred year old house.Thank you to the entire team!
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December 2022 by Alfred O
I contacted Baldwin two weeks ago regarding a returned item I had purchased about 2 weeks\nbefore. I had asked that Baldwin to return credit to my card for the purchase that I had made. The total purchase price was $119.00 and change. Baldwin did not return my full purchase price. I asked why I did not receive the full price back and did not not get an answer. I find this company to be not reputable and to have awful customer service.
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July 2022 by Joseph Gartland Moore
Customer Service is non existent - a simple spring has worn out and I've waited a month and a half for a response. Provided everthing they requested - questionaire, photos, measurements - and have not heard back. It is a ridiculous system that limits their technicians to the detriment of the customer. It is really too bad because Baldwin was such a quality brand in its heyday.#Baldwin #BaldwinHardware
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May 2022 by Kevin Leigh Lane
I had a less than stellar sales experience and suspect there are more customer-centric retailers out there. They took 3-4 months to fulfill a $2.5K order and when several components had to be returned within 30-days of the order being delivered fully they enforced a re-stocking fee for components delivered in the first batch. The entirety could not be installed until delivered in full. It seems short-sighted. I now have to dispute the charge with my credit card. I had an outstanding quote for another $2K order. Customer communications had to be pulled from the seller during the entire experience: original order, partial fulfillment, back orders, remaining fulfillment and return.
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January 2022 by Nicholas Mangione
Best door hardware on the market!
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November 2021 by Barbie Fleitas Rodriguez
On paper they offer a great warranty until only the cylinder is broken. Then you have to wait 1-3 days until they send you a new cylinder. Meanwhile the front door won’t unlock. So the choice is stay locked out of the house for 1-3 days or try to unlock it and then leave the front door open for 1-3 days. I will find a different manufacturer.
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March 2021 by Clarke Rudd
Baldwin stood behind their warranty! The latch on our 15 year old door handle broke. They sent us an upgraded repair swiftly and with little trouble. Thank you!
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October 2020 by Diane Marino
We have had our Baldwin front door hardware since 2009. Whenever we had any mechanical issues or needed parts, it was covered under their warranty and the response to our issues were quick and correct. However, since August 3rd, 2020, when we contacted them by email, we have had nothing but excuses. We still don't have a front door doorknob. Their customer support is terrible and incompetent.
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July 2020 by J B
While the deadbolt itself did end up breaking after several years, they were super responsive in sending me repair parts (after going through a few steps). The thoughtful gentleman (Stanley) in their technical support wing was just wonderful. Kind, funny and patient. Thanks so much for your help and consideration! I can finally return to using my front door thanks to you! Woohoo!
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July 2020 by Steven Craig Thrower
Beautiful hardware but customer service is terrible and completely nonresponsive. Despite follow up emails and phone calls I have yet to get a response back on a warranty claim. The lock on the front door is broken. You can’t wait forever for Pete’s sake!!! It a security issue.
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April 2020 by Pedro Beltran
Great customer service. Will continue to buy there products.
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March 2020 by Jeff Lovelace
Spent a good deal of cash with this company years ago, but when I needed support from their warranty department, they showed me that they could not have cared any less about me. I called three times to speak with someone in their warranty department about a lifetime finish issue on the tissue holder that we purchased from them. I was told that I needed to speak with Gary about my warranty issue, but he was away on vacation. I called back the next week and left him a voicemail, which he never responded to. I called the third time to ask for Gary and they said he was in a meeting. I left the representative all of my contact information, and he did not return my call. They will not take care of you after the sale, so find somewhere else to buy your hardware. To make matters even worse, I learned that they don't manufacture any of their hardware here in the U.S. anymore!
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December 2019 by Jim Keough
Great product/customer support/service.
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November 2019 by Jim Rogers
The Baldwin Evolved has been nothing but trouble since it was installed! Constant issues with it not working properly. The Kēvo App is also terrible. I have called Baldwin service on numerous occasions and they are completely clueless about their own products.
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November 2019 by Peter P
Really great customer service!
