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December 2023 by Allan S.
I read the prior reviews and was very disappointed. Contacted the manufacturer of Baldwin with no help for my problem. Then contacted the Baldwin Brass Center and eventually ended up speaking with Ovi Moldovan who was very helpful in solving my problem with a door lock by Baldwin that we purchased from Compleat Baldwin. I would highly recommend purchasing from Compleat if you want good service afterwards. FYI my son is an executive with a major construction company and he recommended Baldwin hardware for our entire house and orders from Compleat.
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September 2023 by Sam L.
Poor to zero customer service! Totally disregard for a situation they created, no keys included in new lockset. Took 3 days to mail new set UPS ground. Took 9 days, my customer was unhappy unfortunately I was at their mercy.
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September 2023 by Jimmy M.
Just bought $985 worth of home lock sets from Baldwin, keyed alike. They sent two keys for the five sets of locks but failed to mention that they would do this when I ordered. Would have been nice to know I would have to have extra keys made. Hardware is good, but customer service is not. Just be aware.
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August 2023 by Hagai Hadad
Do NOT buy anything from that place!They keep charging my credit illegally ! Over charge my card (hundreds of dollars) then when contacted them few times they always says will check it and will call you back - they never do.Do yourself a favor and take your business somewhere else!
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February 2023 by Jerry S.
Never purchase anything from "Compleat Baldwin Brass"! I ordered a "thin door" kit for a single cylinder baldwin deadbolt, waited 3 weeks for it to show up, and it arrives in a 14" x 10" x 8" cardboard box. The items themselves could fit into a padded envelope and, of course, they were absolutely not the correct parts! Each part had a label attached to its clear plastic bag, but one bag had a label over the original label, which obviously was meant to hide the fact that this was an incorrect part! Not one of the parts was correct and non-useable in any way.I paid $42.00 for this bag of crap, AND another $19.95 for "expidated" shipping. $61.95 wasted !!!
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December 2022 by Matthew Son
We replaced a house full of shabby crystal knobs with baldwin crystal knobs. The baldwin knobs are great - they feel solid, look beautiful, and work (unlock the generic ones we had).We ended up having a small issue with one of the knobs and had a fantastic experience. The phone picked on within 3 rings. I talked with a person. I described the issue and they immediately replaced the knob/lock.Great customer service is a rare commodity nowadays and I wanted to share that Baldwin Brass Center provided both a great product and great service.
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July 2022 by Richard S.
Awful. Placed an order on 6/22 for eight mail slots, that I was assured were in stock, as of today I have only received three (3) which were not timely, they too apparently were not in stock
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July 2022 by Veronica Lodge
If I could give no stars I could. Baldwin Brass is a shell of the company is used to be. Their products are fine, it's the customer service that is simply disgraceful. If you need to return for a credit you are never going to see your money. Jody tries until she can't anymore, then General Manager Jason Schaedler takes over and simply ignores emails and phone calls until it wears you out. The owner, Nancy Campbell could care less. I will never buy anything from this company again, and will tell everyone I know doing home improvements not to as well.
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April 2022 by Tino Dietrich
I am waiting for an order for over a week. For the past 4 days I have called and send email but nobody is responding. Not good
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April 2022 by Lydia Pelegrin
Jody was excellent in every way. She took the time to explain every detail about the door knob. She even had me take a picture of my door to make sure it opened in the right direction. She gave me details about the keys and made the phone call very pleasant. It's so unusual in today's world to find someone who is knowledgeable, respectful, and kind. You are very lucky to have her.
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January 2022 by Phil Hearnsberger
I call Baldwin on the 20th of December and talked with Ovi. Very polite and helpful. He helped me get the parts I needed including a parts breakdown to see what particular springs I needed. Very impressed with the service. I'm a locksmith and it means a lot when someone takes the time to help so I can help my client.Phil
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January 2022 by Amy Kurtek
Came into the store with my husband looking for cabinet hardware for our bathroom remodel. We were the only people shopping in the store for about 30 minutes. Found a product we liked and the woman working never acknowledged our presence or asked if we needed assistance. Left the store empty handed.
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July 2021 by Mike Christie
I am extremely disappointed with the service I have received. I ordered a very expensive lock set to replace a similar one that has broken. 1) I received it a day late. 2) When I tried to assemble it I found that the threads on the mortise lock were defective. I talked to Baldwin technical support and they agree with me but I can't get anyone in sales or customer service to call me back, email me or replace the part. Instead they just sent me another invoice for the parts I already paid for in full. I found out also that Baldwin Brass Center is an independent online retailer and not affiliated with Baldwin.
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April 2021 by Sally Muir
WORLD CLASS CUSTOMER SERVICE! 25 year old house with lovely Baldwin door hardware! Front door key broke off in lock on interior side. Called Baldwin, they asked for images, then promptly emailed a short video to remove cylinder..... easier than pie! From the images, they were able to figure out which set & finish I have to replace with a turnpiece cylinder for the interior rather than a keyed cylinder. Really REALLY HELPFUL & PROFESSIONAL TEAM!
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February 2021 by Consumer M.
I had considerable customer service problems with "The compleat Baldwin Brass Center." Over the course of 3 weeks I emailed and called their customer service. I heard no response from their "contact" page I spoke to Jason on 2-9-21, who sent me a return UPS label, but sent the replacement lever 3 weeks later. I spoke to Becky on 2-16-21, who guaranteed me she would send out the replacement and email me, but I haven't heard back. They don't seem to care... Try "Baldwin Brass Hardware dot com"
