Handles Plus

I’m baffled by the star rating of this store. My family and I have received very below average customer service. We have paid for our handles etc and yet are still waiting on the order to be complete, 5 visits into the store and counting. Nobody working there seems to know or care to rectify the situation, and the 1 person who does deal with our order is rarely there. It’s been frustrating and disappointing. We are polite and nice people so it’s also confusing how nobody we’ve dealt with seems to show any interest or compassion for the many stuff ups we’ve experienced with this business.

Big range, great staff. Only needed a small number of items and they were still happy to help out.

This store has an enormous selection of handles. They also went above and beyond to help us! We needed handles urgently. They gave us temporary handles while we waited for our order to arrive. They also put them together for us. They were so friendly. I highly recommend!

Extremely good service from the friendly, capable and helpful staff. Nothing is too much trouble and I recommend them highly.

Handles Plus provides great service. I've now used them 4 or 5 times and the result has always been good!

Extraordinary service and a great range of products. We keep going back at different stages of our renovation for the great professional advice they have been offering us. Couldn’t recommend more highly!

The "Poor-Fair" rating is as low as I can go, If Terrible was available as an option I would have gone for that. "Fair" features nowhere in my experience with this company.
Terrible, unethical, immoral customer service involving misselling and a refunds exchanges policy that attempts to force you into buying more expensive products.
If that isn't enough for you to rethink frequenting this establishment then read on, and I'll explain my experience.

I selected a couple of passage sets of door handles that I liked from their showroom and when asked if there was anything else I needed I said "Yes, latches for them. " I was duly supplied with a couple of small $12 tubular latches.

When I got home and tried to assemble them I found that the there was a lot of friction in some of the handles (and not others) and the small latches were insufficient to overcome the friction and weight of the solid stainless steel handles and bring them to horizontal.
I returned to the store to return them as they didn't work as I expected.

The reply I got was "Well no, of course they don't, you need a larger mortice latch, not a small tubular latch. There's nothing wrong with the handles. See. "
[he demonstrated by installing them on a mortice latch in the store, they did work]
It was then that I discovered that the store doesn't do refunds if the customer "changes their mind" only if a product is faulty or isn't fit for purpose. Also they have a 7 day refund policy, which is a pain if you buy on a Saturday and can't get back to the store until the following Saturday.

As I was talking to the person that had actually selected the latches for me, I asked him why, if he knew that I would need a larger latch, he had selected the small ones for me.
His answer astounded me.

"Well would you have bought the handles if you knew you needed a $90 latch? "
I was so shocked that I didn't actually answer.

His reasoning was then that it was the latches were "not fit for purpose", not the handles, and that they would happily exchange them two of the $90 mortice latches, but would credit the price of the small tubular latches I "had bought in error" without the 20% deduction for a restocking fee [! ]

As 'luck' would have it, the screws that tie the face plates of the handles together when installed were bent and so the handles wouldn't have installed properly anyway, so I was able to insist on a refund (rather than have him replace the bolts from another set).
If that hadn't been the case, I would have been forced to purchase the larger latches or be stuck with 2 sets of door handles that were useless.
I wonder how many people have been caught in this sneaky trick?

After spending weeks looking around Adelaide for the perfect door handles, I stumbled across Handles Plus while walking down Unley road with friends one day. I was very happy with the service I received from the gentleman at the front counter so came back with my husband to make a selection and get a quote. A few weeks later, I had my door handles on my doors and I love them! Couldn't be happier! Thank you Handles Plus. Will be recommending you to friends and family.

An impressive range of products in very pleasant uncluttered surroundings. Excellent service and helpful advice.

Great service. Wide variety of product. They had exactly what we needed and we couldn't get it in the big hardware stores. Also quick delivery of the ordered good.