RANT about Build.com

[mseifert]

My wife order $300+ worth of new lock and handles for the doors in our house.. When the order was placed we had a lock set for our front door that we purchased at a Local Big Box Hardware store ... So when we order the locks we used the code from the box so they could all be keyed alike..

Well when the locks arrived they were keyed different than the one we previously owned.. Customer Service is telling us that we have to take it down to a Locksmith and have it re-keyed.. Telling us that we used an incorrect code and they made an assumption about what she meant with the code... They are telling her the code she provided was a invalid code .. And they are very unwilling to help ..

From what I can hear the code on the outside of the previously owned box is an random code that the store uses.. Not the normal code for a Schlage lock set..

My Wife is now feed up and is going to return all of the locks and purchase them somewhere else.. She is getting very MAD at them ..

[jeffmoss26]

Why not just have a local locksmith rekey them all? Should not cost that much.

[mseifert]

At this point it is the principle of it all .. They were very unhelpful and borderline rude about it .. We will return the lock set they messed up and will not being doing business with them aagin ..

[Tyler J. Thomas]

What code did she provide?

[jeffmoss26]

Having worked in retail hardware, I think I know what the OP is talkng about.
A Kwikset or Schlage retail package will say 'match code 12345 for keyed alike locks' and you find another package with code '12345' and take them home.
That code is not the actual bitting of the lock.

[cledry]

Why not rekey the one lock you have to match the others, it is $10-$15.

The number on the original key is what you need to provide in the future.

[mseifert]

Yes my wife gave them the number off of the package not the number from the key .. (I didnt know she did that) .. But the number on the box happened to a actual key code just not the one that matched..

[Tyler J. Thomas]

Doesn't sound like it was Build.com's fault then.

[mseifert]

Build.com made an assumption about what my wife entered (Dropped some digits) and sent the lockset without calling to verify first .. Then when my wife called about correcting the mistake they were in no way helpful and they became borderline rude..

[billdeserthills]

I'm surprised that you don't know the direct digit numbers stamped in the original keys were the actual code.
Now it looks like you and your wife want to blame anyone else for your own mistake
In my shop we only charge $8.50 per keyhole to rekey a standard lock you have the key to, so why make a big mistake even bigger?

I had a guy come in one time, he said the hardware store only charged him .60 cents to cut his key, but they were out of that blank.
I told him that when we run out of that blank, we only charge .50 cents for ours!

[Tyler J. Thomas]

Build.com made an assumption about what my wife entered (Dropped some digits) and sent the lockset without calling to verify first .. Then when my wife called about correcting the mistake they were in no way helpful and they became borderline rude..

GIGO.

[mseifert]

I can see here that I am either I am not correctly explaining my situation or people here do not believe in the customer being right .. SO I will go ahead and abandon this thread and if possible have the Admin just go ahead and delete it ..

[Tyler J. Thomas]

I can see here that I am either I am not correctly explaining my situation or people here do not believe in the customer being right .. SO I will go ahead and abandon this thread and if possible have the Admin just go ahead and delete it ..

The customer being right? But you, by your own admission, were not.

We all make mistakes. I've fudged plenty of orders before, don't even get me started on Von Duprin's 98/99 options/accessories. I don't get mad with my vendors because they didn't catch it. I try to learn and not make the same mistake twice.

No one is blaming you for making a mistake. Build.com deserves a fair shake, which is why myself and others have pointed out that they're not entirely at fault here. If you have a dispute with them and want to take your business elsewhere then fine, that is your prerogative. It's rather disingenuous, however, to hear opposing views and still tote that party line, in my opinion. Other members, current and future, deserve to hear both sides of the story and input of others. I mean, was that not your original intent when starting this thread? To give a buyer's beware?

Again, we all mistakes. Take a deep breath and move forward. Ain't no thang, man.

[mseifert]

Ok, Your Right..

[femurat]

I have no time to read the thread and make a decision on a delete request.
I have just locked the thread for now.

femurat