On 9-22-2022, I spoke to Gary who was extraordinarily helpful. I have almost zero construction, DIY, hardware, etc. knowledge and he was very patient with my questions and helped me choose the right product to order. Thank you Gary! read more

It's very unfortunate to see an American manufacturer like this slide down below overseas no-name-brand vendors due to poor quality control and no-ducks given customer service. The concept of lifetime warranty is completely moot with this company, since the "only person in the department" that picks up the phone call refuses to help in any way. If you find a quality issue with any of their parts be prepared to pay more money and get zero backing from this company. read more

Good hardware, but customer service stinks. Spoke w/Terry the mgr regarding a $700+ order placed 7 months ago. Missing one $8 door guide, but he wouldn't comp me one. Penny wise and pound foolish, pissing off a large order customer for a small part to make it right! ps: Additionally 12' track ordered was damaged in shipping Caveat Emptor: Carefully inspect for damage and quantity when received! read more

I was so relieved to see that there were others who also had problems with Johnson hardware. I have had nothing but problems and frustration with this company. I ordered sliding closet door tracks, waited 5 months only to receive them damaged and bent at right angles due to the shoddy packaging. I called for a replacement, and waited two more months for another set to arrive. At the same time, after describing my set up, ordered 6 soft close kits on the advice of two of their sales people. Turns out I only needed 4, and the 2 extras were actually not appropriate for my setup and I needed to exchange them. The first rep I spoke to was kind and apologized for their mistake and wanted to make it right. He reordered the parts I needed, rushed the order, and said he'd waive the restock fee. When the refund came, I was charged the restock fee. This time I called back and spoke to "Steve". He was condescending and rude, he didn't understand what the problem was and said there was no note of waiving the restock fee on my order (which he took forever to find because he had no record of it) and refused to reverse the fee. Even though I explained all the past issues I had with their delivery and products- how I waited a total of seven months for tracks; how I was advised to order the wrong parts; "Steve" did not care about any of it. He was short tempered, talked over me and cut me off when I was speaking. At the end of it he refused to waive the restock. I refused to be spoken to so disrespectfully so I hung up. I thought about calling their corporate office and complaining but then I realized that the person I had an issue with was actually an owner. They can keep my $25 but I'll never buy their products again and I will tell everybody I know. Do yourself a favor and buy from a company that appreciates its customers, doesn't act like they're doing you a favor by selling you their products, and doesn't nickel and dime you over fees that are caused by their own ineptitudes. read more

Ordered Closet Soft Close equipment from their website and the information technically correct but poorly written and confusing. Too add insult to injury when I called to remedy they told me I would have to buy new tracks over and above with no discussion of discount for the miss- understanding. When I requested to return I was told I would have to pay shipping to return and 15% restocking fee. The person that helped me was Steve Johnson and he indicated he was an owner. He may own it, but he has no business working customer support line. Very tearse, unfriendly and accusatory. Very disappointed as I have purchased a lot of items from this firm, but will not be doing so in the future. read more

Spend you money elsewhere, poor and rude customer service, The owner Steve could care less about customer service. I needed to return an item that was ordered the wrong size and he refused to return it and replace it with the correct size, when pressed to speak to management he rudely hung up the phone. there are to many other companies that appreciate their customers, so don't waste your time or money dealing with this jerk or his company. read more

All the other negative reviews are spot on. Horrible customer service, rude phone representatives and staff. Ordered a second soft close mechanism based on THEIR printed material included in the pocket door I bought. When I received it, I discovered it would not work on a 24 inch door. Was charged 25% restocking fee to return for their poorly written documentation errors. I was even reprimanded by "Steve" I didn't know how to read their poorly written documentation. IF YOU DO BUSINESS WITH THIS COMPANY, BEWARE, THEY HAVE ZERO CUSTOMER SERVICE SKILLS AND, FRANKLY, DO NOT CARE ABOUT THE CUSTOMER. read more

I purchased 2 pocket door pulls and did not end up needing them. When I tried to return them I was told anything past 60 days is not returnable and it was less than a week over 60 days since I had received them. I asked for some flexibility in the name of good customer service and was told they have to stick to 60 and a policy isn't a policy if it isn't followed so no. So be aware they are not flexible at all and evidently willing to sacrifice customer satisfaction over $22. read more

I bought 5 pocket door frames and associated hardware to complete the installation of all 5 doors. The optional plywood clips sent to me were the wrong model. The box listed the NEW model number, but the clips inside were the old model and did not work. I called Customer Service and spoke to Mike, and once I explained I had purchased the items on Amazon, his voice became quite agitated and he firmly told me that was not his problem. I never even asked Johnson to do anything for me. I was simply trying determine why these clips would not fit. Mike was rude and condescending, and has no business answering the phone in customer service. He went on to tell me he had worked there for over 30 years, so I would think he would know better than to speak that way to customers. My GC tried to get me to buy cheaper pocket door units, the type preassembled at HD. I specifically sought out working with Johnson because of their engineering reputation and paid over 2X what those cheaper units cost. But based on this one phone call, I will NEVER buy anything from Johnson again, once this job is complete. There are very high quality European alternatives. I don't have time or money for companies who do not know how to be helpful to their customers. read more

I purchased the 200PD series hardware to replace the roller assembly on one of our pocket doors. The hardware created more problems with the door than it was worth that I had to work through to have a functioning door to the bathroom. 1) The Johnson hardware set had the effect of LOWERING the pocket door by almost an inch. 2) This created a gap at the top of the door which required revising the door trim, and it also forced the bottom of the door to be trimmed about an inch. 3) The latch to lock the door also required relocation. Johnson made not no attempt to forwarn about the changes their hardware would have, rather they simply published sketches showing how low the door would hang with respect to the header above, and their reply to me was that they believed that to be adequate. What should have been a simple 2 to 4 hour hardware change has turned into a mutli-day job. The rollers that come with the Johnson hardware kit roll just fine, but no quieter than the old style rollers they replaced. My house has at least four pocket doors and it was my intention to upgrade the rolling mechanism on each of them, but after the experience with the first one I will not use Johnson hardware on any of the others. The kit was also pricey (around $100) but it was all of the additional time and trouble associated with the door hanging an inch lower that makes the Johnson hardware completely unacceptable. Nowhere is it made clear to the consumer that the door will hang lower and door trimming and added trim will be required. Correspondence with the company proved useless. They brag of their roller system being capable of holding up a 400lb door which I find amusing as most doors within a home weigh less than 30 or 40 lbs. Any future upgrades to the roller system on the remaining pocket doors will be completed with similar hardware and at a much more reasonable price with much less effort required. You have been warned!! read more

I had an excellent experience with their customer service. I ordered two 1500 series doors through Amazon, came damaged and missing parts. Emailed customer service and Sara quickly sent me missing parts, even though it is their reseller's fault. Thanks Sara! read more

Tim cusses out his customers and says disgusting, derogatory things. Very unprofessional and frankly disheartening.

Needed some door hardware from Johnson Hardware and below is the email I sent them. I have a feeling that the same people I talked with on the phone are the same ones that answer emails so I need a forum to be sure others learn about how rude these people are. The first time I called, I felt like I was bothering the lady but after I guess she figured I knew what I was talking about she warmed up a little and I was able to get some information. But when I went back to the website I was unsure about what I needed so had to call a second time. Today I called and just want to say it was not a pleasure talking to the gentleman I spoke with and I use that term very loosely. Being a web professional (over 7 years, Microsoft, Redmond, WA to name just one) I take pride in my work and like to educate people along the way particularly because I am up on current web technologies, the opposite of you! Your website has to be one of the worst out there and instead of taking some constructive criticism I was hung up on! So professional. So I call back hoping to actually get a professional customer service person on the line and I get the same guy, incredible! I am not interested in soliciting your business especially after getting a glimpse into 'your' world! When I voiced my astonishment that I was hung up on and said a few choice words I was met with the childish "I do not speak to people that use that kind of language...". Yea right, you're a church now? Don't think so because not sure what your excuse was the first time you hung up on me when I said nothing obscene, just conveyed something the listener didn't like to hear! Since you treat your customers pretty shabbily I can only imagine how you treat your employees, no wonder they have such shitty attitudes! "Hi, thanks for calling Johnson Hardware, how may I help you?" Instead of "Johnson hardware." "Oh, I'm sorry to hear you are having trouble on our website" Instead of "Our website sucks on purpose!" Good luck folks, you're gonna need it with the attitudes you have! read more

Hardware is passable but the Customer Service is terrible and the website is passable at best. We bought from them one year ago for one of our residential projects and now, needing some make up parts to go along with what we had left over, I called in to get a little help. For the second time, they were rude and condescending as if I was an idiot. Now maybe I am an idiot, but If I spend $2,000 plus dollars, I expect a little help in getting the right accessories. After this project, I am recommending we find another supplier for our Door Hardware needs. read more

I totally agree with other reviewers on the dismal customer service. Be warned that this company is rude and unhelpful to deal with.

This is the worst company I have ever dealt with Their Customer service has no regard for taking care of their clients. We purchased a pocket door from them , order 3 day rush shipping since construction was moving faster than expected. Pd the $160 to have it shipped showed up missing the passage end bracket so we had to halt construction..... When we called about missing part they were anything but kind, basically they said o'well we will send you the part ground but you will have to pay for extra one day shipping "that's our policy" so now we are out $70 for shipping and no part and construction is at a stand still... They would not take any responsibility for their mistake and like the guy below me said ****** consider yourself warned**** wish I would have read his review before I purchased from them. read more

Just got off the phone with there technical advisor. When I share my opinion; he told me that I called him for advise because they were a knowledgeable company. Based on the reviews I see here there is simply NO reason to talk down to people or be flat out rude. The customer service sucks and they are NOT the only option. read more