Tess B.
Company was so awful with customer…
Company was so awful with customer service and would not help me with an item lost in transit. Someone named "Cathy" was very demeaning, petty, and just outright rude to me when I tried following up about it. DO NOT RECOMMEND. Almost seems like the company doesn't exist and is a scam. To continue--"Frankie" from the company called me to "provide a solution" but he continued to argue with me, never spoke of a solution until I had to argue it out of him. He continued to berate me and then tried to make a deal with me to remove the review if he re-sent the 1 item to my new address. It is a door handle folks, not worth all of this trouble and not something I want that badly, but I am SHOCKED at the disrespect. DO NOT RECOMMEND! The timing you are reflecting is wrong and honestly, still shocking that you're not seeking a solution and instead arguing on the review website -- all over a door handle. I can own up that at the end of the aggressive response from your customer service rep I became upset (rightfully so) and ultimately ended the conversation because she was not going to and I could not believe what was happening. There was no C word, except for maybe Cathy? The bribe to REMOVE my review was very low and just shows this company's integrity. I also had to end the phone call with you because you would not stop yelling at me. All over a door handle folks.
Response from Forge Hardware StudioMar 29, 2026
Thank you for your feedback. We take all customer concerns seriously; however, we must also be clear about the standards of communication we expect. During your interactions with our team, multiple conversations included aggressive language and profanity directed toward our staff including a certain c word that we prefer not to repeat. We do not tolerate abusive or disrespectful behavior toward our employees under any circumstances. Our team remained professional throughout and made repeated efforts to assist you, including offering a resolution for your order and calling you on a Sunday to try to resolve this matter. To clarify, the shipment in question was not delivered because you moved within days of placing an order from us—an issue unfortunately outside of our direct control. Despite this, we worked to provide a solution. At no point was any resolution contingent upon the removal of a review, and we take that implication seriously as it does not reflect our policies or values. The reason we did not find a resolution was because we were unable to have a conversation with you that did not include very horrible and disrespectful profanity. We stand behind both our customer service and our team and we will defend them against the abuse they endured from you. We are always willing to help, but we require that interactions remain respectful on both sides.