I ordered 70 knobs from myknobs.com for a remodeling project. When I ordered the items I was very clear with the representative about what kind of screws we would be receiving with our knobs as we needed longer screws for our kitchen drawers. She stated that they ship would longer breakaway screws with our order. This way we could keep them long, or shorten them to whatever length we needed. I said that would be perfect.
I received the order about a week later. I had opened the box and counted the knobs in the box, but did not remove them from their sleeves. After going through it four times, there were only 69 of the 70 knobs ordered. I called myknobs.com back to inform them and they sent out one knob to me. This knob came in a box with no other wrapping around and appeared as if someone had taken a knife to it. Because it was just one knob (and I wisely ordered extra), I was not going to make an issue out of it.
While waiting for the last knob, our contractor had pointed out they did not send us the correct screws and that we would still need those as well. I called myknobs.com again and informed them that the original rep was very clear about the breakaway screws they would be sending, but we had only received 1 screws. The rep asked me how many we needed and said they would go ahead and send them out. A few days later, and much to my surprise, I noticed a charge of 8.95 from myknobs.com on my credit card. When I called to question this I was told it was shipping for the screws. I contested this charge with them because 1) it was their error to begin with as they stated they would send it with the original order and 2) the actual postage was $1.41, so charging close to $9 was quite excessive. In that same call I also made mention of the damaged knobs.
As the carpenter would remove the knobs one by one from their original packaging to install, he noticed and put aside all knobs with scratches on them. That way we could see exactly how many there were in total and then contact myknobs.com for replacement. The carpenter also included the knobs he was not able to screw on tightly because the threads were so badly stripped. When I mentioned the damaged/defective knobs to myknobs.com I was told they need to contact the manufacturer (which is actually their company dba House of Knobs) and they would get back to me. After several messages back and forth with questions about when the damage was noticed, what kind of defect, how many were defective, etc., Priscilla called me on May 19 and left a message stating that, per her supervisor, I would need to return the defective knobs for replacement. She then went on to give me an incomplete address; no further instruction was given.
I then called on May 20 and spoke to Donna asking if myknobs.com would be sending a return label for me to return the items. Because they were defective, I did not feel it should be at my own cost. Donna informed me that she would make a note for supervisor to determine if they could refund my return shipping. She also gave me the complete and correct address. No instruction was ever given on how they should be returned. I placed the 15 defective knobs in one of the myknobs.com boxes and sent them back via UPS.
On May 28 I received a message from Priscilla that they received the defective items and unfortunately, per her supervisor, they would not be issuing a credit or replacement. So if I would like the items back they can return to me. The next day, May 29, I called for clarification on why, if they are defective arent they replacing them. Priscilla stated that Unfortunately, they are saying we would never send them out like that. So, its not our um because they are shipping form our warehouse we would never ship them out like that. They just look totally like like someone, ya know, made those marks on them. I told her that the items were pulled out of the package and the scratched items were immediately put aside for replacement and sent back to you per the instruction she gave me and that I didnt understand why she had me send them back if they were not going to replace them. I asked to speak with her supervisor and she said her supervisor (Penny) was unavailable and that she would leave a message for Penny.
After a couple hours I called back and left a 2nd message for Penny. I then received a message from someone at myknobs.com (no name was given) stating that I should call back, as they are going to be returning the items to me. I called back and spoke to Christine who said that Penny was not in her office. She said Penny wanted me to know that they are sending the items back. I stated that I do not want the damaged items; I am expecting a replacement as they stated they would offer. She said she would leave another message for Penny. I then received another call back from someone at myknobs.com who left a message (again no name was given) and only stated that they will not be able to replace those items and the merchandise will be returned. I then called back again and was able to speak to Penny directly. I started to say that I am a little confused why they had me send the items back. Before I could even finish my sentence, Penny abruptly interrupted me by saying The merchandise we have here, was not shipped like that. These were destroyed. They are not from our warehouse. I said they did come from their warehouse and if they didnt, then where did the came from. I told her they were not returned in the same packaging, but that those are the knobs we received. Penny then said That would be impossible. First of all, something like that would not go back on the shelf, it would go in the garbage! I said that is exactly why I have returned them. Unfortunately those items cannot be replaced because it is not how they were sent it But unfortunately theres no replacements, okay!? She then quickly hung up.
Although myknobs.com repeatedly started they were going to return the damaged knobs back to me, they never did (as of July 2). That is fine as I no use for the defective items. All I have been requesting from myknobs.com is to replace the 15 damaged items, as they stated they would do. I was never looking for a refund. I filed a complaint with my credit card company on May 29. On June 27 American Express sided with me and issued a chargeback for the 15 damaged pieces.