The Brass Knob may have a unique selection of items offered but their customer service is abominable. Initially we were helped by Kirk. We purchased an antique fireplace mantel in February and, because we’re located on the other side of the country, asked for some photos to view the overall condition. The photos were sent to us by Richard. What we saw appeared to be fine until the mantel arrived a month later. On the right hand side of both the upper and lower sections are large splotchy areas of old, dried, crackled paint. These areas were NOT revealed to us by Richard or Kirk. Furious, here is the email I wrote to Kirk and Richard:
“I must bring to your attention two areas of the mantle which have problems and was NOT revealed to us when I initially asked about any existing defects. Look at the four photos I’ve taken below. On the left side of the mantle there are two separate areas splashed with old crusty, alligator-crazed, paint. It is found from top to bottom. This really shocked us when it arrived. This situation was not made evident by any of the photos sent by Richard. Why were we not given the courtesy to be told about this when the mantle was detached from your store wall and able to be seen in its entirety?? No one told us about this. Although we love the mantle very much, we are not happy about this concealment of the existing damage. You should have been honest in conveying this information. We now have no choice and must send it to be refinished by a professional which is an added and unexpected expense. It cannot remain this way as the affected areas are terrible eyesores.
This concealment is really poor customer service on your part and cloaks an unfavorable view on your establishment. ”
Two weeks went by with no response from either employee. So I forwarded the email to the shop owner, Donetta George.
“Hello Ms. George, We are recent customers of yours who purchased a fireplace mantel. I wanted to bring to your attention the email I sent two weeks ago to Richard and Kirk. Neither of them had the decency to reply to me so I thought you should read it yourself. Our whole experience with your company has been spoiled by the startling surprise of the mantel’s condition. We find this concealment shameful and your business practices questionable.”
That was sent on Tuesday, April 14th, 2015 and as of this writing there’s been no response from anyone at that establishment. BUYER BEWARE!! If you are contemplating an online purchase of any kind, make sure you demand photos be taken of all surfaces of the item to ensure you are not being taken advantage of.