WORLD CLASS CUSTOMER SERVICE! 25 year old house with lovely Baldwin door hardware! Front door key broke off in lock on interior side. Called Baldwin, they asked for images, then promptly emailed a short video to remove cylinder..... easier than pie! From the images, they were able to figure out which set & finish I have to replace with a turnpiece cylinder for the interior rather than a keyed cylinder. Really REALLY HELPFUL & PROFESSIONAL TEAM!

I am extremely disappointed with the service I have received. I ordered a very expensive lock set to replace a similar one that has broken. 1) I received it a day late. 2) When I tried to assemble it I found that the threads on the mortise lock were defective. I talked to Baldwin technical support and they agree with me but I cant get anyone in sales or customer service to call me back, email me or replace the part. Instead they just sent me another invoice for the parts I already paid for in full. I found out also that Baldwin Brass Center is an independent online retailer and not affiliated with Baldwin.

I would first like to start off by saying, since I suspect this companys way of discrediting reviews is by acting as though their order never existed, my order number is 0181707 and I have even uploaded my invoice along with photos.This company as a whole is simply disgraceful. I placed an order with Jody over the phone who was initially delightful to work with. Upon delivery of my item I was told I had to pay $220 in duties and custom fees (shipping to Canada). Now I already knew I was going to have to pay duties and taxes but the amount was astonishing until the UPS driver told me and showed me that Baldwin Brass Centre had declared the item as 2 times its value! I had no choice but to pay upfront and deal with it later. After contacting UPS I was told to have Baldwin contact UPS to update the declared amount who would then submit the change to customs and eventually issue me a refund for the difference. I called Baldwin Brass Centre back and reached Jody who acknowledged that there was indeed a mistake in the declared value as what it should have been was simply $300.60USD as reflected on the invoice and not $501USD. She then said for me to speak with her Supervisor, Jason. I left 2 voicemails with him and no call back.Now. Heres the WORST thing about all of this:I did not open the packaged item until later that same day I received it and called to complain about the inaccurate declared value. After opening the product it is evident that it is either used or was a floor item. The finish is rubbing off on numerous places and has deep scratches. There is even a CHIP on the handle. Honestly I was so upset. I spent over $650 in total on this entry set just for it to arrive DAMAGED.I immediately called back Baldwin Brass Centre and reached Jody again who said they would need photos which I was already prepared to email over. She gave me Jasons email and I forwarded them over to him along with even a video. After 3 business days from me sending the photos and video with no reply in any form, I decided to call them back again, and FINALLY I was able to speak with Jason. He acknowledged that the item was definitely damaged but would have to SEEK approval on what needs to be done by HIS superior. Ok fine. Well it has been over 7 days and no one has responded to my emails and can you believe these guys are actually IGNORING MY PHONE CALLS.Im in utter shock by the customer service of this company.

I have a Baldwin Brass front door handle set that was on my door when I bought the house and as such it was at least ten years old but likely much older. It was shaking loose recently, and the store said it is covered under warranty and are sending a rebuild kit free of charge. Few companies these days stand by their products like this and it is refreshing.

Have purchased a few times from them online. Always found the prices very competitive and customer service great. Had an issue with an order and they worked with me to resolve it without issue. great experience.

Nancy, Becky, and Jason are all great people to deal with. Fine selection of home decor including Baldwin, Simon Pearce, Howard Miller Clocks, and LOccitane to name a few.

Replaced the cylinder for free due to failure after more than a decade of use

Highest quality brass hardware with exceptional lifetime guarantee. Cant think of another company that stands behind their products like Baldwin does. The lock cylinder broke in my 19 yr. old exterior door lever handset and I wanted to buy a replacement. Baldwin checked the photos I sent them of the old one- which still looked brand, shiny new- and they sent me a free replacement and an apology! Im never buying anyone elses hardware. Best customer service Ive ever received and a great-looking, quality piece of hardware- doesnt get any better than that!

I have a Baldwin doorhandle set purchased nearly 20 years ago, and it has always worked perfectly. Last week, I got a frantic call from my tenant, saying the thumblatch had mysteriously quit working. I was afraid I would have to replace the whole mechanism. I was amazed when I got onto the Baldwin website to find a repair kit for the very problem I had! I ordered it on Thurs., received it on Mon. and installed it immediately. It now works perfectly again, and the cost was only $40 (as compared with $300-500 for replacement).In this day where everything seems to be made to be disposable, I am very glad that Baldwin stands by their products enough to recognize there was a problem, design a retrofit to fix it, and market it at such a reasonable price. I wish more companies made things that can be fixed rather than just thrown away and replaced. I will certainly keep Baldwin in mind for future purchases.Thank you,Davis CookeSalisbury, NC

I ordered a few door handles for our door replacement project and received some of the best customer service ever from Jody and Baldwin Brass Center. The Baldwin website identified several companies you can work with to order their products and you would be silly to use anyone other than Baldwin Brass. They have superior product knowledge, great customer service and are a primary distributor to many of the other companies carrying Baldwin products, so their stock is great and they can get you exactly what you need. Thank you Baldwin Brass Center for making a daunting and expensive project a lot more manageable!

The people at consumer services (who you’d call if you have issues with your Baldwin product) are SO rude and aggressive. Spoke to two different people there and they both had the same tone as soon as they answered the phone. Will be sure not to buy from them ever again.

Place is great! I have always received great service.

Came looking for replacement brass door knobs. They didnt seem interested in helping me. I told them I prefered to do business with a local company instead of the internet. The one woman clerk became disinterested when she realized my old knobs were not Baldwin and left me to find another clerk to help me. They finally found something that would have worked (said they didnt have a round brass knob, only an egg shaped knob???) but their lack of interest in serving the customer cost them a $100 sale. Will never go back again.

Cool stuff but a bit pricey.