While the deadbolt itself did end up breaking after several years, they were super responsive in sending me repair parts (after going through a few steps). The thoughtful gentleman (Stanley) in their technical support wing was just wonderful. Kind, funny and patient. Thanks so much for your help and consideration! I can finally return to using my front door thanks to you! Woohoo!

We have had our Baldwin front door hardware since 2009. Whenever we had any mechanical issues or needed parts, it was covered under their warranty and the response to our issues were quick and correct. However, since August 3rd, 2020, when we contacted them by email, we have had nothing but excuses. We still dont have a front door doorknob. Their customer support is terrible and incompetent.

Spent a good deal of cash with this company years ago, but when I needed support from their warranty department, they showed me that they could not have cared any less about me. I called three times to speak with someone in their warranty department about a lifetime finish issue on the tissue holder that we purchased from them. I was told that I needed to speak with Gary about my warranty issue, but he was away on vacation. I called back the next week and left him a voicemail, which he never responded to. I called the third time to ask for Gary and they said he was in a meeting. I left the representative all of my contact information, and he did not return my call. They will not take care of you after the sale, so find somewhere else to buy your hardware. To make matters even worse, I learned that they dont manufacture any of their hardware here in the U.S. anymore!

We have had 3 doors and 3 deadbolts for over 20 years - the brass is still beautiful. One deadbolt stopped working and I contacted customer service. They had me send my contact info and pictures of the broken part. In a week I had the correct replacement part. I am impressed with their friendly and efficient service.

Terrible customer service. I called regarding a warranty issue and never received a response. I called again and the rep said she tried to call me. No, that lie wont work, all cell phones have caller ID . A very stupid lie. She was untruthful The rep was disorganized and unhelpful. She said a manager would call me back. Nope, never happened, never called me back. Dont purchase Baldwin hardware The expense might be worth it if they had customer service with trained helpful reps They dont, not even close. Borderline pathetic.