ComplaintsforCountryside Locks LLC

• Initial Complaint

  05/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order to replace a multipoint lock that failed. The description online indicated the part I was ordering was a direct replacement and direct fit made by the same manufacturer as the part I need to replace. My order was shipped promptly, but it turns out the lock is not a direct replacement... some of the dimensions are wrong.I have emailed and call the vendor more than 25 times. They do not reply to emails and they don't answer the phone.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a lock form this company, the item was descried as heavy duty. The quality is very poor with hollow tin-like door knobs. The screws on the lock did not work causing a protruding screw on both inner and outer knobs which cut your skin/fingers. I have children so it is very dangerous to simply turn the knob. I called a locksmith who confirmed that the product is junk and doesn't work properly. I have emailed the company and sent photos of the issue and have not heard back. I also wrote a review on their website since they didn't respond to my email and the company never posted my review ( or responded). Very shady way of treating new customers. Details of my order: Order ****** Item : Marks Lock Metro 91A Heavy Duty Mortise Entry Lockset by Marks × 1 Left Hand / Brass Price: $89.99 Date ordered: Nov 4th 2021

  Business response

  04/29/2022

  Business Response /* (1000, 14, 2022/01/05) */ Business response taken verbally by BBB: Please go online to our website to review the return and refund policies. Consumer Response /* (3000, 18, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) What kind of response is this? I am aware of your policy and that response has nothing to do with my concern or anything I mentioned in the claim. You guys have been ignoring my emails still to this day and all other efforts to get in touch with your company. You sold me a poor quality product that doesn't seem authentic judging based on the poor quality, most importantly it doesn't function correctly and had a screw pultruding out of the doorknobs is what makes it impossible to use without hiring/cutting your hand. Clearly you sent me a defected product and have been ignoring my request for a solution for two months. I want a full 100% refund. Consumer Response /* (3000, 19, 2022/01/05) */ ***Document Attached*** Attached was the screw that was not going in as well as the size difference of the lock plate. In the image you can see how much of the screw is sticking out. All of these images where provided to the company and they never responded to me. Business Response /* (4000, 27, 2022/04/08) */ Business response taken verbally by BBB: Per the previously mentioned policies on our website, the customer would need to return the doorknob and lock within 30 days of purchase and we will issue a full refund. If it is not returned within 30 days we will be unable to issue a refund or exchange.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩