Ovi saved the day and was pleasant, courteous, kind, efficient and patient. We purchased a Baldwin locking door handle way back in 1997. The locking mechanism recently failed so we removed it and took it back to Baldwin in West Reading. Ovi, replaced the broken mechanism, at no charge, and very patiently answered all my husband's many questions. Ovi further provided us with a great hands on visual of exactly how to replace it in our door. It was easily re-installed and now works perfectly. Kudos to Ovi! They absolutely stand by their lifetime warranty. read more

Second interaction with Baldwin over a failed front-door lock&key set. They absolutely did stand by their product and made me a satisfied customer. I will continue to buy their products. Thank you, Baldwin!!! read more

I spent $500 on a door handle - sent it back. They are refusing to give me a refund and told me to get a lawyer. They sent me a duplicate item - which I do not want and are holding my refund ransom until it is shipped back. Legally if a company can not demand payment for an item they erroneously sent!!! read more

Nothing but good things to say. I bought numerous products and all is well except the front door hardware finish BUT they are replacing it 25 years later at no cost. 25 years later! No receipt! The pole lamp still looks new 20 years later. I would have replaced the cheapos at the big box store 3 times now so it was a wise financial decision to buy Baltwin. read more

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. read more

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 !!! read more

See all

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. read more

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. read more

Avoid buying anything here. You buy Baldwin locks and you can't get a key made anywhere. Went into their store thinking they manufacture the product they would be able to copy a key. Nope. They are open for business and nobody can make a key. Shitty business is all I can say, Guess I will have to spend hundreds to replace locks read more

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" read more

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 read more

Placed Baldwin order and waited 8 weeks for items to arrive...nothing but problems...items missing, incorrect style and finish from items ordered, etc...incorrect / missing items returned and a new replacement order was send...after waiting again for replacement items and then received the replacement with same issues - incorrect finish. Entire order returned and waiting for new order replacement. Extremely unhappy with this company and the way they do business. Do not recomend ordering anything from this company. read more

Update: I attempted to escalate to a manager and to my shock - Jason is the manager!! So I asked to speak to his manager - I left a message for a Nancy and no return call so far. I placed a new order with a different company at https://baldwinbrasshardware.com/, wow what a difference! I received a quote via email, approved it and received a shipping confirmation within 12 hrs with a tracking number!!!! Orig: I placed an order over the phone with Jason - he seemed knowledgeable and processed my order quickly. He let me know that they had to order in 2 items and that my order would ship early the following week...at the end of the next week I checked in since I had heard nothing! Well Jason let me know that the items had been shipped to them but were taking longer than normal to get to them...my order would ship out early the next week. So the next Tuesday I call in and Jason says - yes the items arrived a couple of hours ago and your order will ship out tonight. Next day I still have no tracking information as promised...I call in and talk to a lady (Jodi I believe) she says the order has not shipped, she would check with Jason. She calls me back and says that Jason confirmed that everything is there and the order would DEFINITELY ship that day. Next day...no tracking information...I call in and get Jason...now he tells me that 2 items are still not in so they are drop shipping from another retailer!!??? He says I should have my order early next week...at this point I have to assume that Jason's dishonesty and the odd comment about drop shipping from a different retailer are my red flags!! I canceled the entire order. I will be watching to ensure no charges hit my account...very uncomfortable with the whole experience. Concerning that Yelp is using an automated solution to essentially hide these reviews - looking at the few they have, I see a common trend around the customer service...maybe they should revisit the logic used by the automated solution. Also I noticed that the links for Facebook/Twitter/Google from their website do not work...the only one I found working was this Yelp link...again another red flag I should have checked beforehand. read more

Ordered online, product came fast. I needed a specialty piece and called the store, figured out what I needed and placed order. Great service and product. Thank you. read more

DO NOT EVER CONTRACT WITH BALDWIN BRASS TO WORK IN YOUR HOME! They damaged my tile floor. A year and 3 subcontrators later (Baldwin subs out all work so you do NOT get Baldwin employees on your job) the floor remains damaged. I have called them emailed then and even visited the store. They are completely unresponsive. Even their subcontractors will warn you against working with them. I found out too late. Check with the Better Business Bureau before you get burned too! read more

Ordered a new front door latch and lock to replace the one that completely fell apart, was told it would ship in 5 days and I would have it in 10 business days. After 10 business days and receiving no shipping notification I called this morning to ask about the product. Dave answered and was insulting and rude. When I asked him where the product was, explaining what I was told when I ordered the product, he said "It takes 10 days for us to get it". Get it? From where?? Mongolia? I was told it would take 5 days to put it in a box and then shipped, not that they had to order it. Dave then immediately put my call to an answering machine and I have not heard from the company. DO NOT ORDER FROM THEM. Bad customer service. read more

The store is nice, but it is lacking staff and over priced. You can find some of the same items they sell at other local shops and online for 20-30% less. Poor customer service with online ordering; I had to call three times before I could get anyone to call me back and when I did speak with an employee they gave me the run around. Finally, living so close, I had the luxury of going into the store and there was not even a manager on staff to help me! My issue is still not resolved and it was a Chirstmas gift for my young nephew. Shame on you Baldwin. Needless to say, I haven't shopped their since. read more