Carter Hardware

I work for a GC and we decided to use Carter Hardware for a small project. At first we thought they weren’t too bad because they were very nice in person and on the phone. But that all seemed to change as the project progressed. They are very slow, do not respond quickly to emails or phone calls, do not put priority in our orders, messed up our order and blamed us, and overall, they have been a nightmare to work with. I’ve had to email the same people multiple times about the same issue and still have not seen a thing.

They should call it «Ignore you as long as possible and then talk down to you while you’re selecting items to buy from them» Hardware.
Seriously, how do you stay in business that long after you’ve completely run out of fucks to give?
Meh.

Carter Hardware was recommended by a friend. It’s a small store with lots of good household products displayed. The first time I went in with my friend no one asked if we needed help, I thought it odd but I was in the looky-​loo phase so no big deal. The next time I went in alone; I was ignored until eventually Debra Carter asked if I needed help. Not a warm fuzzy Ms. Carter. I told her my needs and she was a bit impatient and gruff but I thought she knew her stuff. We got a preliminary order but I decided to bring back up with me on the next visit. My friends, Ms Carter and me put an order together over two-​three hours, she assuring me she was putting down what I wanted although no brand names were used only code numbers. She spoke so fast and confidently that I believed her (shame on me!). She was annoyed when I asked questions and I knew from the first visit that we were not a match because everything one of us said the other didn’t understand. Still I tried to power through. Again my friends encouraged me to just get the order done. When I placed the final order it was with her brother Tony. They are oddly similar but his people skills are a little more honed. The final order was in the multiple thousands of dollars.
As the materials came in The Carters repackaged them so I wouldn’t know who the manufacturer was. I found this strange as other shops do not do this. The reason I am posting this is because they do not back up their products. The items that were good were very good, but several of the items did not work for my needs despite The Carters asking me door widths, rail widths prior to ordering and my providing them precise measurements directly from my contractor. Flush door handles they ordered for pocket doors were not flush and the doors had to be redone to fit the handles. I had to do this because The Carters do not take back items even if they ordered them improperly, including if I was willing to pay a restocking fee (normal anywhere else) they would not take back a single item. I was lucky enough to find out one manufacturer and another vendor I buy from (Renaissance Molding and Design) called on my behalf. The manufacturer sent us what we needed for an additional $ 80 to make the product work. It was clear from the conversation that even the manufacturer was not a fan of The Carters. The bottom line is that this business is run by people who go rogue and don’t care what you want or need. In addition, they do not back up their products or their customers. They cost me a lot more money than the invoice amount by having work done to accommodate the incorrect products they ordered from me.
Needless to say, I recommend running for the hills from this store. I don’t know how they stay in business with their attitude toward customers. The truth is after dealing with them, I think they may be aliens from another planet (Third Rock from the Sun anyone?); they have an odd way of communicating with normal people and this business has to be their cover. I don’t see how else they could stay in business because during my four visits I never saw a single person purchasing anything from them.
P. S. Unilocalers, If you dig a little deeper on Unilocal you will see the only positive reviews for this business are written by vendors and Tony Carter himself saying his sister is great. Guess what Carters, this is a real review, it is honest and is the best way I can publicly display my displeasure with dealing with your company. Carters, the custom made towel warmer you told me to research myself because you were too busy – I did do the research and that $ 5000 item will be ordered from Renaissance who you trash talked to me, but they did not trash talk you when I asked for their help to fix a problem you created. That’s how real business people do it here on earth.

Well, guess what… we have been recommended this place by our architects but we are normal working people who have to take care of their private business after work or on weekends. Coming to find out that they a) don’t have any products /​a showroom on their website and b) their opening hours are Mo-​Fri 10 to 5. Ouch. They have not landed in the new world.

I’ve been going into Carter Hardware to see Tony for over 10 years now as their IT/​Computer Consultant. Each time I go into his store I spend hours sitting on the side, fixing computers and listening to how they deal with customers in their showroom and on the phone. Tony and his staff are some of the most knowledgeable, detail and customer oriented professionals in town.
I have watched them help an elderly customer who walked in with a 25 year old cabinet knob (that is not longer being made but he immediately knew who made it and when) and provide options for them to get the item reproduced and go right back to their Saudi Prince customer sitting in the showroom who is decking out their palace with $ 60,000 worth of toilets. Yes, a $ 100, 25-​year old knob is as important as a $ 60k sale to them because they truly understand customer retention is key to being successful. Consumers need to remember this is a high-​end custom and decorative hardware store and not Home Depot. Their expertise and ability to understand customer needs is their strength. If you are remodeling or building a home and want to educate yourself, save time, and get fair pricing then Tony is your guy.