I ordered a exterior door hardware set and the inside handle was not right. In order to return the set, I was told that I would have to pay a 25% restocking fee ???? as well as the shipping. The customer service is really lacking and never again. read more

Thought I would update this review with the owners response. See attached. Again- instead of apologizing for their mistake (which if had happened in the first place would have resulted in no review) they claimed that it's normal to have all 1 star reviews because only unhappy customers "who don't get their way" leave reviews. I actually laughed out loud reading it...so sad. Good business's take bad reviews as learning opportunities to offer their customers better service. This business clearly doesn't care. read more

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I received the product I ordered as described and within a timely manner. I had premeasured to make sure it was what I needed, and I found the cost to be very reasonable as compared to other online shops!! read more

They shipped it out quickly, and I received exactly what I needed. The folks at Cape Cod brass came to the rescue for my stripped inner workings of my front door handle. read more

Product is great/what you need. Would avoid working with them purely because of customer service. Return/exchange policy (25%) is hidden away and very shady. When you call and ask to exchange and say, "I wish your return/exchange policy was on the core checkout page vs. purposefully hidden away", the response "If it were me, I wouldn't be complaining because I chose the wrong part". read more

Just horrible customer service and what is with a fee of 25% just to exchange items. They would prefer to loose customer than actually work and make a lifelong customer. They need to realize they sell the same stuff that Wayfair does..my mistake trying to support the local business. Run do not walk to the exit! read more

Deceptive or just incompetent? I was looking for a triple slider door track and found what I needed on-line at Cap Code Brass for $346. Prior to placing my order on-line, I contacted there customer service at the phone number listed on the web site. Their representative told me the wheels were included. I clarified that I would receive 3 sets of wheels when I ordered the track and he said yes. When the track arrived there were no wheels. When I called to get the wheels I was charged another $1022! If I had known the true cost of this product before ordering I could have gone elsewhere but by the time I learned the mistake it was too late - the track was installed and I needed the wheels asap. I wonder how many customers have been duped by this? read more

I called to verify stock before placing an order on a Monday and immediately placed the order. 3 days later I called for tracking information and was advised it was not going to ship for 2 weeks. I advised that I was told that I needed the parts immediately and was promised they would ship from stock. After waiting a moment I was told the parts would ship Thursday or Friday from another location - Chicago. The following Thursday morning I receive an email notice from AMEX that my account has been credited for the order. I never received any communication from Cape Cod Brass. I ordered the parts from Build.com that morning and it was shipped that day. read more

Cape Cod Brass carries the full line of Baldwin Brass hardware and parts. Their staff is knowledgeable, helpful, and prompt. My orders have been received within three days. read more

I bought two locks from them which worth $1,324.58. It turned out it didn't fit. I called the customer service and I was told just mail them back without telling anything about restocking fee. Because they are the same locks and one of the package was damaged. I had to pack them into one box, but I packed them very carefully with bubble wraps with each small items wrapped separately. The person wrote me back very rudely asking me why didn't I put them into two boxes, "now they are not in resellable condition" and threatened not to refund me at all. Eventually they refund me part of if and charged me a restocking fee of 25% of the item prices. This is not my first time but hardware or something on line. I bought thousands of dolls of hardware from other stores such as Myknobs.com; antique hardware, unlimited vents, also including door knobs, actually many of them. I was only charged for the mailing fee. They are the only company charging such a high restocking fee. I personally think it is a ripoff for charging 25% percent of the item price, rather than a fixed amount. read more

Well I guess I should have read the reviews before ordering as well. The product got lost in shipping and after ignoring my multiple attempts to email them, I called and asked for a refund. I was told that they could not issue a refund while the investigation with FedEx was still ongoing. When I started to say that I did not think that was reasonable giving the fact that I had been waiting almost 1 1/2 months and the issue was between them and FedEx, the woman on the phone interrupted me to say they could not do anything, when I continued to talk over her interruption she accused of raising my voice at her and interrupting her. When I said that she had actually interrupted me, she said "that's not true" and abruptly put me on hold. So after a few minutes I hung up. Horrible, horrible business. DO NOT but from them. read more

This company is lost in 1900,s don't think they even have a computer. Every thing takes two weeks to respond. A phone call a useless as there person doesn't think it is unreasonable to wait a month for something to ship. Of course then they ship the incorrect thing. call back rep says its there mistake we will refund you. ask if they want the part back? No. 2hrs later e-mail we are mailing a return label and will refund money upon recite. (Just e-mail the return label) why wait for snail mail? this looks like they are using my money as a float its already been 6 weeks. Please don't buy from this place. read more

Terrible customer service, they will argue with you, they will not send you all the pieces you paid for, and they will not respond to support tickets you file through their site. If you happen to reach them on the phone, they might "accidentally" disconnect you or leave you waiting on the line. read more

If you make an order online, it will take 5-7 business days to process your order and maybe another week to ship. And they don't tell you- oh by the way it's coming from California not Massachusetts- where company is from. However they have quality merchandise. read more

Cape Cod Brass is a first class mail order operation. Have bought many items from them and have always been very happy. Usually get what was ordered the next day, and they also have a very knowledgeable staff as well. http://www.capecodbrass.com/ read more

It took over a month before my items were shipped. I then got en email saying that my package was being shipped. As I was checking my mail regularly to see if my package had been delivered, I received an email that my package was resent to the Cape Cod Brass. There had been a mistake in my phone number so when Fedex tried to reach me to tell me they had my package, they could not reach me. I never received an email or a notice in my mail box about the package. I contacted Cape Cod Brass to see if they could resend me my order and they refused, and over more, they charged me 84.40$ in restocking fee. They told me that if I wanted my items, I had to replace an order. Their customer service is HORRIBLE!!! read more

I shop online almost exclusively. This is by far the worst retailer With whom I have done business. Ordered item was not the color on website. Told black means dark bronze with special code for black. I had to pay return shipping and "restocking fee" for their error. This is not how online business is or should be conducted. With so many options, best to look elsewhere. read more

Amazing customer service. I ordered $800 Emtek knobs/pulls for new custom home. The order Arrived from Emtek & sent out on a Friday & I received on Tuesday. Perfect. Roxanne the owner & Robert were very polite & responded when I noticed my order had been cancelled- yikes! The reason- she changed to insured parcel. And of course I was notified of new tracking # not by Fed Ex but by Robert. I checked pricing w/my builders source locally & he could not match price + no sales tax! Will definitely order again. read more

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Do not order from them (website says Gatco Bath - it is the same company). I stated in my order it should only be placed if the items were in stock. I heard nothing so I assumed they had shipped. My credit card was charged! After 2 weeks I called and was told nothing was shipped and the product was discontinued. Clearly, this company has no integrity or decent customer service. read more

Claims items are in stock, but they aren't. Expect at least a three-week delay. Customer service is rude and unhelpful.

I have been in this location twice, I was very skeptical reading the reviews but I had a great experience both times. The first time I went in someone came out immediately and helped me with faucets, he was knowledgeable and met my pricing I had from the web. I went back 2 months later for some other hardware with my wife and the person helping us went over all the brands we were looking at, and again had very competitive pricing. The selection for door knobs, faucets, door and cabinet pulls, etc.. is not only the best on the Cape but probably the best in Massachusetts. We are buying product for a condo in Boston and couldn't find anywhere else with this selection. read more

Customer service is very rude. I assume they receive a lot of complaints concerning their 25% restocking fee for returned items. (It's worth adding that return shipping costs are at your expense as well.) I think they've grown accustomed to these complaints (which are meritorious, it's more like a fine than a restocking fee) and have become intolerant of these types of complaints and find them tiresome. read more

Their restocking fee is very annoying and unfriendly, and there is not good notice that they will charge it because it is buried in their terms and conditions, and not under the correct topic, which would be returns. On top of that, they charged $12.75 to send an envelope containing a few hot and cold buttons which just weighed a few ounces. They are not very smart in PR which is a bad sign overall. I will not order anything from them again. read more

They wont deliver on time and at best they are a middle man. just try and get it from the manufacture. I am super sad i didnt

This company is awful. Unless you use a magnifying glass to read all of the terms and conditions - you won't realize that there is a 25% restocking fee - regardless of whether the item was used. All I did was open the box to look at the item to see that it was too small -- yet I have to pay a 25% restocking fee to send it back in its original packaging and in pristine condition.. No return address form, and you have to pay shipping on your own to send it back. This is why I shop at Amazon. Do not shop here. read more

I've been ordering from Cape Cod Brass for 15 years and it has gone well.

We were so happy with the service we got when we ordered the exterior door hardware, that we came back to Cape Cod Brass to order our kitchen cabinet hardware. Not only were they efficient, but they were courteous and humorous. AND they had the best price by far. Cape Cod Brass has earned my thanks and my business. We will most definitely be back as the house renovation continues. Karen, you're the best! read more

It's a perfect place if you like receiving the completely wrong item. I tried to email and call to report the error and they are totally closed for the holiday. That perfect, so the door stops that I waited for 2 weeks to arrive, that aren't door stops will take more than a month for me to actually get. No thanks! Where is the quality control in your ordering department. I should also mention that the box arrived in terrible condition with actual holes. I'll buy local next time! read more

I have been using Cape Cod Brass for the past 6 years for my personal and business homes and the pricing is always very competitive and there knowledge of their products is unmatched by any big box or hardware store. No products are perfect and the minor issues have been resolved quickly and pleasantly. read more

Awful customer service! Apparently there is no record-keeping of phone conversations. I had purchased 2 items online and called immediately after to update the quantity to 1. I was told everything was all set and that I would only receive and be charged for 1 item, however that was not the case. When I called again to explain what happened, there was no sympathy and I was refused any type of reimbursement (unless I paid to have the extra item shipped back) because they didn't have the previous conversation on record. Although the hardware is quite nice, I unfortunately cannot say the same for the people who work here. read more

Why bother offering E-Commerce on your website if you are not going to monitor and follow-through. Created an online order through Cape Cod Brass website. Called 3 weeks later and was told it was marked as SPAM and not filled :( . Well, did you ever think to call and ask me when it was marked as SPAM if it was legitimate or not? I asked how long it would take to order merchandise and receive through them after the online debacle - 2 to 3 days. Asked to order, told I would have to speak to a sales person and put on hold for 15 minutes. Called back and the woman answering phone said they were swamped, took my number and someone would call back. NO ONE CALLED BACK. I decided to call and cancel order thinking "who knows what would happen next". When I called to cancel order, the woman could have cared less. Such a disappointment since I preferred to do business with a local owned business rather than a business on the internet somewhere in the world. read more

Wonderful place to do business. Staff are very knowledgeable and professional. Would not hesitate to do business with again

I purchased a product that was depicted as one color on the website and when I received it, it was another color. They were not interested in talking to me nor were they willing to pay to have it shipped back to them. The salesperson, Robert, was very rude, condescending and ended our conversation abruptly. I will never place another order with this company if they are the only company that has what I need. They don't have very good reviews on-line overall and I should have checked before I ordered from them. read more

When I looked for a site to post a review, I noticed a big discrepancy between the ratings on Yelp vs. other review sites. So, I thought I'd post here to bring things closer to reality. I ordered an Emtek handle set from this place; and, the price was good. After placing the order, I received no further communication (shipping notification, tracking info), which is rather odd in this day and age. However, Roxanne from customer service was helpful, once I received a response. The set arrived in a timely manner. Upon attempting to install the handle set, I found that the thumb latch was broken, parts were missing (no bill of materials included to check against prior to attempting assembly), and a critical piece actually broke off in my hand. I e-mailed the helpful Roxanne, who forwarded my complaint on to their 'Emtek guy', Robert, who was to follow up with me. After waiting a week to hear from Robert, I called Cape Cod Brass. Robert then called me back to discuss the issues. He didn't understand how the thumb latch could be broken, and parts could be missing, as these come straight from the manufacturer. ( Dear Robert, Crappy quality happens every day at manufacturers all around the world. Trust me - I've made a career of witnessing this.) Then, of course, after acknowledging that missing, broken items should not be the case, he tried to paint it as an 'installation problem'. I've installed at least ten different lock sets on my residences and rental properties, and sort of know how it's supposed to go - even with incredibly woeful instructions. He grudgingly offered to send out a replacement, with a label for return of the defective set. Of course, I'm being charged for the replacement, and will have to wait and trust that they'll credit me upon return of the defective unit. I will update this review based on the outcome. read more

RUDE RUDE RUDE. No customer service. This company is very rude and unhelpful. I ordered something from them by accident. I thought I was ordering from Schaub. They got the numbers mixed up and just sent the wrong thing instead of telling me what I wanted had been discontinued. When I asked them to check Schaub they refused. They then wanted to charge me a restocking fee. Also overcharged. Spoke to husband and wife read more

Beware of this company. They charge an egregious 25% restocking fee on ALL returns, even those that have not been opened or unwrapped. Plus, if you buy online, they don't provide any return labels or tracking assistance: you have to package, label and insure your return yourself -- as well as pay for tracking. Stay clear of these guys -- there are plenty more companies on the web with far more customer-friendly return policies that sell comparable products for comparable prices. read more

I have never been treated so badly by a "customer service" person who also has the same last name as the owner of the company. They messed up my order and charged me double. She was rude, insolent and refused to review all of the documentation that showed their error. read more

We order all our Rocky Mtn Hardware from Cape Cod Brass and have received the best prices and service. We have are orders shipped into Canada and receive the better prices from CCB than we do from dealers up here! We always receive are quotes within 24 hrs and are typically corrected on a few things from the sons who run the business. Great company and highly recommended by Rocky Mtn themselves. read more

Cape Cod Brass - Cape Cod Brass showroom 1180 Rt 28 S. Yarmouth, MA - Hardware Stores Near Me - Yarmouth, Massachusetts

we built a new home and unfortunately chose cape cod brass. instead of ratings of 1-5 stars, i wish yelp had negative numerical ratings for cape cod brass. the salesperson was somewhat pleasant until he made his sale which was in excess of $10k. from that point on it went downhill. the owner is as useless as the salesperson with trying to help resolve the problem. we would have been better off buying our hardware and accessories from a flea market. read more

I found Cape Cod Brass online through a Google search. I was looking for some good quality front door hardware and was looking for the best price. Cape Cod not only had the best price but I found the customer service and the communication to be really fantastic. They were so helpful. The items shipped quickly and I had them in no time. I had a minor problem with one of the items and it was quickly returned with return postage provided. So amazing! Would definitely recommend! read more