Focal Point Hardware Avis 

I will never buy from Focal Point Hardware again.

Their customer service team was prompt, respectful, and kind, which I appreciate, but this business is sneaky and predatory.

TLDR: They charge a mandatory 25% minimum restock fee (rather, "their manufacturers" do) for ALL returns AND exchanges, but this fact is BURIED in their return policy to where most people won't notice it. And they will not waive it.

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I was interested in a rainshower head (and arm) but wasn't sure about the sizing - they had 6", 8", and 10". I did my best to approximate with balloons but you never know, so before placing my order I checked their Return Policy.

Under "Return and Exchanges" it does not mention a restocking fee.

I order a 10" shower head. When it arrived, I knew I should've gone with the 8. I emailed to arrange a return or exchange and only then did I find out that they charge a minimum 25% restocking fee. Again, this is NOT mentioned ANYWHERE in their "Return and Exchanges" section. Instead, it's buried ***four*** sections down under "Customer Responsibilities." You have to scroll down several times to find it, which the average person won't.

That's not an oversight; that's deliberate. They don't want the restocking fee to be obvious because people like me would never have placed an order.

I respectfully asked if this could be waived given the product I wanted to exchange was small, lightweight, and in perfect condition, and I was already going to be out the return shipping cost. They ultimately agreed to reduce it from 25 to 15% if I placed a new order. Again, very kind and appreciated, but I was still going to be out over $50 (plus the cost of return shipping, CA to NY).

I've decided to sell the 10" showerhead on FB Marketplace and give an upfront company my new business.

Intentionally shady tactics need to be punished and amplified.

I mistakenly ordered the wrong color of an item (not custom made good). I originally wanted to return it and exchange for the right one. However, the store said it needed to get the manufacturer’s approval for issuing a Return Authorization(RA) and I needed to place a new order first! If RA were issued, I would have to pay 25% restocking fee and shipping back the originally item. But nothing was guaranteed, I could have placed a new order and RA was not issued.
At the end, long story short, no RA was issued to me. I sent back the original item on my expense and was charged 33% restocking fee. What a scam! DON’T buy from them, beware.