Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company via their website. They shipped me the wrong items. They blamed the supplier. I was told they would not provide a refund until after they received the credit from the supplier. I did not place the order with the supplier, I placed the order with DK Hardware. I was told the only resolution to get the correct parts I did order was to place another order and they would refund me once the issue was resolved. They did not provide a full refund and lost my discount from the original order. One of the worst companies I have ever dealt with. They took no responsibility. They admitted via email it was not my error, but at the same time they refused to do anything about it.I have never been treated like this before.

  Business Response

  Date: 04/10/2025

  Good afternoon,

  
  We sincerely apologize for this miscommunication.
  We have issued additional refund in the amount of $30.

  We hope this resolution is satisfactory.

  Thank you for your patience!

  DK Hardware

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed and order with DK Hardware on 1.1.2025. We had been looking for these particular Matchbox sets (city) for a while and thought we struck gold. All of the pictures clearly show the gas station, fire station, and rescue station. No other sets are shown or suggested could be received. We had just passed Christmas, but our son's birthday was coming up in March. We received the box relatively quick, and it was in the best condition I've ever seen after going through all the shipping locations. With that in mind, I just tucked it away for the upcoming birthday. I admit I should have checked the contents, but there was nothing that gave me any doubt about the contents. Birthday comes, I open it up, and of the 4 sets I was expecting, only one was correct and matched as shown and that was the rescue set. As for the other three, it was the tire shop, and not only one but two ferries. I would understand sending multiple (again, had the pictures been different) if I was a business buying to resale, but I'm a single consumer. All in, I paid $120.46. I reached out on numerous times trying to reach a resolution and I would either not get a response, or they wanted pictures, or a promise to speak with management and a response back. I did get a response back with a return, but a 30% restocking fee. I do not see how this is a fair trade being how it was advertised and is still advertised currently on their site.

  Business Response

  Date: 04/10/2025

  Good evening,

  First and foremost, I would like to express our sincere apologies for the unfortunate situation that has occurred. We deeply regret that we were unable to resolve this issue for you immediately. After numerous discussions, including consultations with our management team, we are committed to trying to resolve the issue to the best of our ability. Although we cannot guarantee a successful outcome, we will certainly make every effort to address this matter.
  As the product in question is supplied to us by our supplier, we would kindly ask if you could assist us by providing pictures of the item you received, including the packing slip and the box, if available. It would be extremely helpful if the photos clearly show the incorrect item, as this will allow us to report the issue to our supplier and work towards a solution.
  Once again, we deeply apologize for any inconvenience this may have caused, and we are truly sorry for the situation. We appreciate your understanding and patience, and we will do everything we can to help resolve this matter as quickly as possible.
  Thank you for your cooperation.
  DK Hardware

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 30 I purchased eight coping bricks and two tubes of caulking. On March 21, I receive the two tubes of caulking and two coping bricks which were damaged and they were the wrong color. They were Havana red instead of plantation red. On March 24, they refunded me $12.82, but I paid $9.80 each for the coping bricks. The employy who I have been corresponding with and refunded the money ****** ****, told me that the remaining six bricks are still coming. This was a week ago and no one has communicated with me and I cant find information online about them arriving with the balance of the order. On top of all that they made me pay double for shipping because for some reason I had to pay for them to ship the brick from ***** to their place in *******, then up to me in ********.

  Business Response

  Date: 04/04/2025

  Good afternoon ********,
  
  We sincerely apologize for the lack of communication.

  We have processed remaining refund towards your purchase. Please note, refund will get posted in multiple transactions as some of it is processed as no return credit, part of it for shipping and part of cancelled backorder. Total credit processed is $194.72.

  We appreciate your patience.
  DK hardware

  Customer Answer

  Date: 04/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a New Mexico state certified cannabis grower I ordered 100 pounds of hemp seeds advertised as plantable germinating raw hemp seeds. What I received heat sterilized hemp seeds that cannot grow. This is false advertising. If you ask the question today on their website, will these seeds Germany can youplant them and will they grow? The answer is yes That is false advertising. I received 100 pounds of worthless seeds that will not germinate and will not grow because they are sterilized.

  Business Response

  Date: 04/04/2025

  Good afternoon,

  After receiving customer's complaint we have contacted the manufacturer **************************** who confirmed that these seeds are non-germinating and intended exclusively for bird feeding purposes.

  We have provided customer with 2 prepaid labels to send both shipments back. Once received full refund will be issued.

  We sincerely apologize for any inconvenience this may have caused.

  
  Regards

  DK hardware

• Initial Complaint

  Date:03/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered $600 shower door hardware and product came bent due to poor packaging which was careless from the vendor. Contacted multiple times for refund and replacement has been dragged on for weeks and no end in sight. They will not stand by there product and customer service is abysmal.

  Business Response

  Date: 03/21/2025

  Good afternoon ******,

  We sincerely apologize for the lack of communication.

  Attached you will find prepaid label to send the shower door kit back. Please print, affix to the box and drop it off at the nearest ***** store.

  Once received, we will issue full refund towards the kit.

  We are very sorry about any inconvenience this may have caused.

   

  Regards,

  DK Hardware 

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Purchased ******* lockset online from this company.- Product arrived later than originally expected and the product was shoved in a bag. The parts arrived with 1 handle and no directions.- Reached out to the seller who explained this set comes with 1 lever. - I have this entire set in my house and not one set came with 1 lever. - I have no clue if I have all of the parts or not.

  Business Response

  Date: 03/21/2025

  Good afternoon ******,
  We sincerely apologize that received item did not meet your expectations.
  Attached you will find prepaid label to send the set back. Please print, affix to the box and drop it off at the nearest Post Office.
  Once received, we will issue full refund towards your purchase.
  We are very sorry about any inconvenience this may have caused.
  
  Regards,
  DK Hardware 

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Due to flooding in my area, I will plan on returning this item on Wednesday, 4/9/2025 at the Post Office.

  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product from DK hardware online. They sold me a nonfunctional product. I have emailed and called several times and they refuse to refund the money paid. I sent pictures and directions from the manufacturer explaining that it is defunct. They have not replied to calls or a refund. They should be investigated for fraud.

  Business Response

  Date: 02/28/2025

  Dear *******,

  We are sorry to hear that received item did not meet your expectations. As advised by our customer service team a warranty claim had to be filed with the manufacturer. Unfortunately, some claims take more time to get processed, nevertheless please be assured that we did not forget about you. 

  We are happy to inform you that claim was approved and full refund was issued on 2/25 towards the original method of payment.

  We sincerely apologize for any inconvenience this may have caused.

  
  Regards

  DK hardware

• Initial Complaint

  Date:01/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Hafele/Century 2-tier cutlery drawer, item # DTIER14PF. After the online order was placed over the weekend, DKHardware called and said not only is the item now on backorder, but now they wanted to charge me $395.90 for "prices subject to change" AFTER my order was placed and my credit card was accepted for an item originally listed as only being $203.77. I would like the item for the advertised price. I feel that this is some sort of "bait and switch", whereas they get you to their website by their system listing them in ****** as offering the searched item for the cheapest price. Then you go to buy it off their website, and your order is accepted. Then they tell you that the "price changed". How can you increase prices by nearly double what they advertised on their website? I have a PDF of the original price offered directly from their website (attached here from 01/17/25). This sort of "bait and switch" seems to be unethical and most certainly illegal practice to do. NO WHERE on their website, the order, or the details under the item state "prices subject to change". The "best" they offered up was an additional 5% off. I explained that my husband used to work for ***********. If ****** made an error in their advertisement, they had to honor the price that was published. The 2 people I spoke to - 1 in sales and the other 1 a "supervisor" didn't seem to care that they were "changing" the price AFTER THE ****** after the order was submitted. Nor did they want to stand behind their PRINTED, ADVERTISED price for this item.

  Business Response

  Date: 01/27/2025

  Good afternoon **,
  My name is ****** ********, I am a **************** Manager at ** **********************.
  Your order was brought up to my attention.
  I wanted to personally reach out to apologize for the confusion regarding the pricing of your recent order with us.
  We understand how frustrating this situation must be, and we truly regret the error that led to this misunderstanding. Please know that we take full responsibility for the mistake, and as a gesture of goodwill, we are more than happy to fulfill your order at the original price, covering the difference on our end.
  Since your original order was already cancelled and refunded in full we would either need to place a new order for you or I can send a payment link towards the original order.  Also, please note, current ETA for this product is 2/14/2025.
  We value your business and hope this solution helps to restore your confidence in our services.
  Please let me know how you would like to proceed.
  Regards,
  ****** ********
  **************** Manager

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22841035
  
  I am rejecting this response because: I should not have had to file a complaint with the BBB. The company should have readily accepted their mistake instead of stating that they were making a "gesture of goodwill". A true "gesture of goodwill" would be offering me the original price, PLUS a discount for the inconvenience. Simply offering me the product at their ADVERTISED ORIGINAL price does not constitute a "gesture of goodwill" in my opinion. They are not righting a wrong and compensating for the inconvenience; they are simply offering up what they should have honored to begin with.

  
  Sincerely,
  
  ** ****

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DK Hardware falsely advertised an item on their website is available for purchase. Once I was allowed to purchase it, I got an email notification telling me that there is a problem with my order. So, I called them up at the number provided, and they tell me that the item has been discontinued and that they will remove it from their website. This is two days later, and the item is still available for purchase on their website. While going through the purchasing process, I was given an option for guest checkout. I did not create an account. I checked out with ******, and an account was created for me. I need this account to be closed, as I gave them no permission to open it. I also need them to finally remove the item that is being falsely advertised as available from their website. Item FHC L5687.

  Business Response

  Date: 01/21/2025

  Good afternoon ****-******,

  
  We sincerely apologize that we were unable to fulfill your order.

  We have corrected our listing and deleted your account as requested.

  Thank you for your patience.
  
  DK hardware

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** *******

• Initial Complaint

  Date:11/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered product on 11/10/24 and its has not shipped nor does the company offer any update as to a shipping date, just that its delayed 1-2 weeks. Upon further review of dozens of recently similar BBB and other online reviews of this same company, this appears to be a frequent strategy to pre-charge and then delay or not ship at all. CC charge has already processed by bank so I demand a full refund for the $986.49 purchase price and now I have to find alternative material in a hurry.

  Business Response

  Date: 11/20/2024

  Dear ****,

  
  We are very sorry that we were unable to fulfill your order.

  Items you have purchased are considered special order and take some time to get in from the manufacturer.

  We apologize that lead time became longer than anticipated.

  We have cancelled and refunded your order in full as requested.

   

  Thank you

  DK Hardware