I was struggling to find the right door components to add a smart lock to an existing multipoint mortise lock front door. Zack in customer support went above and beyond helping me find the right handle that would fit the unknown brand mortise. finished product looks great and would not have been possible without the excellent customer support. read more

I ordered four Schlage keys with my key code. The original Schlage keys work in all my doors. We have five doors with Schlage cylinders installed over three years and all the original keys work perfectly The new directhardware.com keys do not work. If I jiggle the key enough, the new keys works - but I have to remove the cylinder in order to remove the key. After a polite conversation detailing the issues, customer service was not helpful. Although the replacement costs are low, with unresponsive customer service and having to return the keys to direct hardware, I decided to seek a different supplier. Based on my experience, I would not recommend this company. read more

I have to start with this....I'm in Cali and our customer service SUCKS!! It was ridiculously refreshing to have someone actually care enough to go above and beyond to help to ensure I got the right product to replace mine that broke. Someone asked me to send pictures. That someone was ZACH! Thank you ZACH!!! Zach called Emtek to make sure I had all the right tools to make my decision. Coming from a customer service background, I know great when I see it and Zach was great. Thank you for all your assistance. Can't wait to receive my Emtek F20 Standard Mortise Lock Box ONLY; Thumb by Lever or Knob. Based on my initial treatment, I expect nothing less than a great transaction. read more

Painfully slow at filling orders and shipping. Painful. 18 Days to get a door knob. I could have one fabricated from scratch from a Black-mason in that time read more

Egregious restocking fees. Many better alternative vendors out there. No need ever to buy from here.

I contacted this business upon receiving replacement keys that did not work. I noted they were "not even close to the original, and barely go 1/8" into the lock. They are useless. The difference is visible." I included photos comparing the original and the new, with what I thought were differences in the cuts, and requested a refund, asking "Please advise on the process, I am happy to send them back. Thank you." In turn I received a rude and condescending reply, including "It is the depth that matters and the sequence of the cut obviously. We cut these every single day for people without problems so i am not sure why this is an issue for you. I highly doubt you can only get it to go in only 1/8"? If you want a refund we'll eat it just to make you happy, but understand these are cut correctly." Upon calling I spoke with Zach who had written the reply and continued his rudeness, including "the customer isn't always right, and in this case you're not right" and "I gave you a refund, let's just move on." In this instance, it's not about who is right or wrong, the communication was beyond poor & conveyed a feeling of arrogance, a dislike of clients, a laziness. I have zero confidence in their products / services and would never recommend them. read more

Zack was GREAT! First time ordering and I wish I had more need for doorknobs so I can give your excellent company more business. The ordering process was easy. Expecting that the Schlage set I ordered will do the trick as it is a reputable hardware company. Zack - thank you. read more

I ordered 6 Emtek Narrow Modern Oval Pocket Door Hardware sets. The cost was $1,670. Although the box for each set was labeled "Oval", the product in the box was the "Rectangular" version. I started the return process in accordance with their procedures (including a description of what the problem was and a documenting photo) and it took 2 days of correspondence before finally receiving the requisite return shipping label. Their first response was that it was not their fault, it was the product manufacturer's fault which of course did not address the problem. Next was why I was not giving them an opportunity to fix the mistake as I had elected a credit to my credit card as opposed to a credit in their on-line store. I explained the job was time sensitive and I could not wait or take the chance that the error would be repeated. They finally sent me the return shipping label. It has been 2 weeks and I still don't have the credit to my credit card and the return is shown as "open" on their website. Customer communication and response time is horrible as is their return/refund process. There are simply too many suppliers to ever have to do business with them, ever again. read more

I bought an item that ended up being the wrong size. While their website says there may be a restocking fee, it doesn't specify how much it will be. I was shocked to see that they l charged me a 25% fee. Considering that one of the two boxes was unopened this seems quite unfair. They need to be more transparent about what their fees are read more

ZACH...You are tremendously gracious, smart, helpful, knowledgeable, patient and really know your craft. He's not out to gouge you either but he's gives you his opinion when asked and has been dead on!! My house is now outfitted with beautiful Emtek hinges, door plates, door knobs and keypads supplied by Direct Door Hardware and was delivered quickly and unscathed. The prices I felt were very fair and the service was exceptional from Zach. He shared options, gave me great feedback and truly made my doors look exceptionally beautiful. I will be calling on him as soon as I can decide on a new front door. He's my go to for all my hardware first...even if he doesn't sell it. Thank you Zach!!!! P.S. Even the gent installing my hardware commented on wonderful the product was. I am so grateful. read more

Highly do NOT recommend. No information about a placed order and when telephoned in requiring about it, I was instructed to check spam folder - again no information and the gentleman was quite Rude. Even though the products selected did NOT indicate a late shipping date anywhere I was furthered told by the gentleman on the phone that the order would not ship until approximately mid November - 30 days after I placed the order - ridiculous and a waste of time! read more

EZSet Mayfair Solid Brass Handleset for our front door hardware didn't even last for 9 months. Front door will not open at all. Called Direct Door Hardware for a warranty replacement, but I will be waiting without use of my door for a week. There is no expedited shipping for faulty product. read more