Van Dyke's RestorersReviews of vandykes.com

I like the products we received - 4 casement stays - but they could not work with our windows. We returned, but they assessed an 18% restock fee, which we had not been aware of before purchasing or returning. For these supposedly higher end products, there should be high-end return policies and customer service.

I'm writing this as a follow up to my first review regarding the extremely poor customer service I received. I was pleasantly surprised with management reaching out quickly in response to my post. They took ownership of the poor customer service I received and did a fantastic job of making things right. I sincerely appreciate Gwen for personally reaching out. I plan to use this company again in the future.

This is a follow up after my previous review on 7/15/25. Unfortunately, I had yet another bad experience with VD's Restorers customer service. I called to return two hinges and a doorknob due to poor quality and was told I’d receive a return label. Eight days later—still no label, just more promotional emails. I called back and was met with more condescension. The rep insisted the label had been sent, but I couldn’t find it in any inbox. When I asked if it might’ve come from a different email address, he vaguely said a supervisor named “Riley” sent it. Still, nothing in my inbox. I then asked which email they had on file. He refused to tell me, saying it was the one I used to place the order. I only have one email, so this didn’t add up. After being repeatedly interrupted and nearly hung up on, I insisted he read the email aloud—it wasn’t mine. When I corrected him and spelled my email, he claimed that was what they had on file all along. To make things worse, he said the return label was for two items, even though I was returning three. When I asked for clarification, he condescendingly responded, “One plus two is three.” Despite remaining polite throughout the call, I was treated with disrespect and given the runaround. This company makes returns unnecessarily difficult and their customer service is consistently rude and dismissive. And to top it off, they’re still charging me an 18% restocking fee plus return shipping. I’ve completely lost faith in this company. So far, I have not received a return lable, but I did recieve another sales add.

I would strongly caution anyone considering ordering from Van Dyk’s Restorers. I spent over $600 with them, and what I received was beyond unacceptable — multiple damaged items, hardware sets missing critical parts, and not a single ounce of accountability from their customer service. What they don’t tell you upfront is that they rely on drop shipping, so quality control is completely nonexistent. When I called to request an exchange — not even a refund — for the broken items, I was told, bluntly, that it didn’t matter. They refused to help, made zero effort to make it right, and were shockingly rude in the process. I was stunned at how dismissive and unprofessional they were. This is not a reputable company. Their business model is cheap and careless, their customer service is hostile, and if something goes wrong (which it very likely will), you will be left footing the bill for broken, incomplete merchandise. Avoid at all costs.

I purchased some door hardware to replace some original hardware in an old house . I decided to restore the existing hardware as it was a better quality than the van dykes. I tried to return or exchange the unopened hardware for a different item but because I was a couple weeks beyond the 60 day policy van dykes rejected my request.

Do not order from these people. The customer service as well as return policy are atrocious. . I ordered nearly $100 worth of cabinet knobs, which did not meet my expectations in 2 ways: finish & size. I returned them as instructed, getting a return label from them, which actually took several days to get, even though it was through email! Then when they received my return they tried to tell me I did not order the knobs from them! Did not want to refund my money. Through several frustrating phone calls & emails, & not until I threatened complaining to my CC company, they finally refunded most of my $$, but mind you not all of it. They’ve lost a customer in Texas for sure. Ridiculous. Also, they use customer service people outside of the USA, & I had to demand to speak to a person in the US, which was basically who kept arguing with me that these knobs didn’t come from them! 😡

Buyer Beware! Overall the customer service is slow, poor, uncompromising and unapologetic. Expect a curt reply to your requests. There was a lack of communications from the start and I had to follow up 2-3 times to find out the status of my order. It was delayed by a month or so and I had to troubleshoot for them in order to expedite my order. On top of that their return policy is overly restrictive. Having over ordered on a high value item, I asked for a return and refund to which I was curtly denied despite it being in the original packaging, unopened. Seems unreasonable imho. Buyer Beware.

They screwed up my shipping, (shipped partial without informing me, then were WAY off their shipping estimate) then they want 18% to return anything. Then they sent me 3 marketing emails in one day AFTER I unsubscribed. In my book, 18% = 1 star. Crappy little company- find your cool hardware elsewhere.