Van Dyke's Restorers Reviews 704

Came Friday night for my birthday wow the staff was amazing COULDNT do enough to help went above and beyond the atmosphere was great carnt wait to come back keep it up van dykes

Do NOT do business with these people. I have never had a worse customer service experience. Ordered a table leaf, which arrived split down the middle. No problem, stuff happens. I contacted them to request a refund. That was nearly a month ago. I have now renewed that request, and sent pictures as requested, FIVE times. Just followed up with them again. "Looks like we're waiting for you to send pics" they said. Now looking for a concrete post to bang my head against.

I wrote a review dated Nov 30, 2020 expressing disappointment with Van Dykes' customer svc. The next day Van Dykes posted a reply apologizing & stated that they would like to resolve the issue. They further ask that I contact via email "Jarrod". I did exactly that ... and never heard back from Jarrod. I did receive a generic letter asking that I contact their customer service number which is somewhat laughable for customer service was the genesis of my issue in the first place. I am perplexed as to what else I can do.

I wanted to order 4 casters and mistakenly ordered one, so I quickly ordered three more. I assumed my screw-up was going to cost me a second shipping charge. I received a call the next morning from customer service asking if I had made a mistake and what I wanted to do. I have read many bad reviews so wanted to report my experience. Maybe they are trying to do better. I was pleased to see that they reached out without me calling.

HORRIBLE Company! I placed an ordered on 9/27/20 and still don't have my item. Initially I was told it was on back-order. In the middle of November I was told it was being mailed out. Two weeks I am told that the item is sitting in customs. Their website looks like they have so many items but the truth is they HAVE NOT ITEMS!! Do not patronize this company!!

12/4 Update to my review-

I spoke to Jarrod and he has corrected this issue. I understand they are working on improving the quality of their customer service and appreciate the follow up and correction.

RUN from this vendor. They are dishonest and are thief's.
I ordered a customer kickplate. They contacted me to verify the size before making the product. At that time I told them to cancel it because it was no longer needed. Instead of cancelling, they charged my card. Once I contacted them to remind them it was cancelled they said I couldn't cancel because they had already made the custom kick plate. I was not happy but ok. Four weeks later and there is still no kick plate. Obviously they hadn't started it and were lying. They are very dishonest and are nasty people.

I gave this vendor one star because there is no ability to give them less than that which is what they truly deserve.

I ordered online with a statement ships in 1-2 days but 1 product was back ordered. After a week I called and they said they hold up the order until it is complete. I stated I needed the rest of the order, Then they shipped.
Upon arrival the hinges were not as heavy as stated so I called to add it to the back order, but no I can not do that - only start a new order with shipping cost.
I would not use this company again , customer service is poor.

Most things I have bought from them have worked and made my 110+ year old house look quaint and has brought out its original character. I am sure the farmer who built it would be pleased. The people who owned it before us totally redid it in 70s style. We are slowly going room to room undoing that. One rim lock broke but they refunded my money on it. My old door bell is the biggest hit with everyone who visits. Their catalog makes me salivate!! Thanks

I wish I had read TrustPilot before ordering from Van Dyke's. I typically do but it looked like a reputable business and was the ONLY place I could find antique cabinet latches and matching hinges in the color scheme required for my project. It has been a horrible experience overall and I will not place future orders. The only person who has even been remotely helpful is Angela in customer service. However, I have been outrageously overcharged for expedited shipping that was supposed to be free b/c I have been waiting nearly two months for my order. I was promised a refund, which I'm sure will come eventually only to have the same thing happen again today. You'd think at this point they would have noted my account to treat with care after how frustrating this has been. I understand that we're in a world where staffing is low and people are under enormous stress but this is truly a bad experience that I wish to never repeat. It's unfortunate b/c as the owner of an antique house I need these types of businesses to get authentic pieces. I'll be finding another retailer.

Edit/Update: Van Dyke's eventually sent me some replacement hardware at no cost. So, they came through in the end.

Original: Ordered a $3300 library ladder with a hardware kit that had to be ordered separately, using a Van Dyke's ordering system that deliberately shorts you on hardware kit parts (you know, because $3300 isn't enough -- Van Dyke's wants more). Took 5 attempts to get through to CSR (they ignore emails) -- was told: "too bad, take a hike".

Great. Much enjoyment working with a company that thinks $3300 for a library ladder isn't enough. And thinks their customers are just in the way.

Do not do business with these people they will take your order,charge your
credit card,not ship you the order then give you the run around and lie about
when it was shipped.Horrible experience

They charge you quite a bit to ship then if you return the product they charge you a restocking fee. 10% in the first 30 days and 20%+ 30-60 days. I purchased 8 drawer pulls for $50 dollars, but with shipping order came out to $75. The hardware didn't fit so they charged me another 10% to restock 8 pieces of small hardware. DO NOT BUY HERE, buy somewhere else where you can return your items without being charged unnecessary fees.

HORRIBLE--NEVER AGAIN. Placed an order with CSR on Friday, checked inventory and paid EXTRA for shipping to have by Tuesday. Didn't arrive on Tuesday so I called Van Dykes CSR to check status. "I show this on backorder". WHAT? We checked inventory at time order placed AND paid extra to expedite...why would i pay extra to receive when you don't even have it, much less being able to ship out? Van Dykes never called to let me know. Carpenters wasted 2 hour drive each way to install that evening. Utter bunch of unprofessional hillbillies--i will NEVER rely on VAN DYKES RESTORERS again. They are inept and unprofessional.

We are not first time buyers,so where is my order , they (VDR) rely on their vendors for shipping and tracking . Meanwhile, the customer sits in limbo for two weeks wondering if his order is processed or returned or shipped or just forgot about . My suggestion is to get better service from your vendors to better serve your customers or you many not have any customers. Merry Christmas I think not for one of my best customers. You have made me look like a fool to my customer. Just send me a tracking order number Please.

After a recent order, they sent me a coupon for "$10 off your next order of any amount." Before I inserted the coupon code, the shipping cost for my order was $6.99. As soon as I inserted the code, the shipping cost jumped to $13.99. I wrote to them to try to obtain an explanation, but never received an answer. This is totally dishonest and immoral. Nice way to treat your repeat customers, particularly at Christmas!

I was unable to cancel an order I placed night before, $65 shipping for $6.60 merchandise I was first unable to locate in Canada.Sent email back to company that night to cancel but automated response was to talk to customer service rep. 8:45 next morning called to cancel, but the rep said it was already committed for shipment although wouldn't physically ship until the next day. Had already unsuccessfully tried to appeal the shipment cost since shipment cost for same product was $25 six months earlier. Really sucks, if you place an order don't expect to be able to cancel at all.

I am editing my review because I did receive a call from Van Dyke's and they were very apologetic and wanted to straighten out the mess that was made with order. They did refund my money and also gave me a credit for $50.00. While the buying experience was not the greatest for me and it was my first time buying from them, I must say that they did what companies should do that have a customer service model that includes trying to retain unhappy customers. I am willing to give them another chance.

I'm learning you need to check the reviews of the online websites. YOU WILL MOST LIKELY REGRET BUYING FROM THIS COMPANY. I was sent 2 damaged items and I've been getting the runaround for a month now on getting the return label. Their Customer service team are liars. I will write a negative review every day I have to wait to get my money back. This may turn into a soap opera

If I could click zero stars I would have. Their restocking fee is not highlighted anywhere on their page. Charges 10% 0-30 days and 20% 31-60 days. In the land of shopping online this seems inappropriate.