Cape Cod Brass & Security Hardware Inc

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.

I bought a Baldwin lock from this company online because the price was very competitive. It took forever to come. When it arrived, the mortise lock was broken. The company shipped me a new one before I returned the defective one — I was initially pleased, but surprised to learn the company still had my credit card on file. Also surprised that no invoice was emailed or mailed to me. Then it turned out I had actually ordered an incorrect part and needed to make an additional return. Again, the company charged me; again, no emailed or mailed invoice. Finally, I had all the correct parts and a working lock. I shipped back what I had that was broken or misordered. Then, over several weeks, I had to call and email repeatedly to get the company to process the return. Once the return was finally processed, I still had no invoice or receipt. Finally (after yet another email exchange), I received a return form that showed a $ 57 restocking fee — which had not been mentioned at any point and still did not account for the discrepancy between my credit and what I had spent. Plus, half the time I try to email these folks, the emails bounce back because their system is down. Lesson learned: for a bit more money, order your hardware from a better outfit.

When I looked for a site to post a review, I noticed a big discrepancy between the ratings on Unilocal 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.

very terrible service, failed to keep us apprised of the defective part replacement shipment date after making commitments that were never met.
my contractor and i were promised a ship date for a defective part, we relied on that date (and is the only item standing between a finished job, our contractor getting paid, and us putting the house on the market). when the package didn’t come, i had to call again (because they will never return a call), and was suddenly informed that nothing would happen until next week. i should have ordered from someone else, who keeps me informed and updated. there was never an apology, despite me explaining the issue about the critical nature of this part for completing the job, and there was never an apology for the defective part nor an apology for failing to communicate about delayed shipment dates and failed commitments.

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.

I purchased a deadbolt lock to match existing hardware in my home. Cape Cod’s price was one of the best. But, I had to return the item because it did not match in size or color. This is a big drawback in doing business with them… the colors are represented by «cartoon» color splashes, and are not accurate. I returned the item at my expense — both ways, and it’s $ 12.50 each way, and they charged me a 25% re-​stocking fee, pretty high considering what that really means. I then talked to the salesman, who seemd a little put out and rushed, and ordered the right size and color. He sent the exact same size lock as the one I returned, guess I was right in assuming he was not really paying attention to me. So, on the phone again, and while they waived the restocking fee, I was charged freight. They just make it too difficult and expensive to do bueiness with them. If you absolutely know exactly what you need and are confident you will not need to return then item, they are probably alright to order from, but I would steer more toward consumer friendly businesses.

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!

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.