The Handle Studio Reviews 274

Reply from The Handle Studio

Feb 23, 2026

First of all, no one at The Handle Studio has called you a 'liar', so we would urge you to remove this false statement.

We would like to tell anyone who sees this review, the facts of the matter. You had called our office to state that you were 1 no cabinet knob short on your order, and you were told on that call, that we have set procedure's in place for this type of event happening. All of this was explained to you.

When a customer tells us that they are short on their order, we would firstly have the order recreated and weighed, as we do with every order, so we can check this against the recorded weight on our records and against that of the courier. The recorded weight is written by hand and noted at the top of the sales receipt that accompany the goods. Your order was a total of 7 no cabinet knobs and weighed 424 grams, this was the exact weight also noted when the order was recreated. Stock was also checked and all records show that 7 no cabinet knobs were dispatched in the box from The Handle Studio.

Our procedure for this has been checked by our local trading standards authority, whom you are more than welcome to contact and we will provide them with all of the evidence we have.

Having presented you with these facts, unfortunately 1 no cabinet knob will not be dispatched, and you were advised as such. This resulted in you sending us an email, wishing our business would fail and that we are corrupt. A very disappointing and distressing comment, as we have done everything possible to help. If your order, or any other customer's order had a discrepancy, our checks would be carried out and if found that we didn't send the correct number, then it would be dispatched immediately without any issue. This wasn't the case regarding your order.

Regards,
The Handle Studio.

Reply from The Handle Studio

Dec 10, 2025

Dear Ryan,

You are correct this picture was taken by us, your bag full of the cabinet knobs was just taken out of the box you sent them back to us and then this photo was taken.
This procedure is done with any return we receive back from a customer, Under the consumer rights act 2015 all items purchased must be returned in their original condition, these 11qty were all put into one gripseal bag, there was also no original packaging, you can clearly see in the pciture that the face of the knob has a dent in it, this was before they were even taken out of the bag. We take great care in how we send out our products to customers, you would never have received them in this way.
You state in your email that this is a 'ploy' in order to not refund you, we process refunds every day, We have no problem at all in giving customers a refund, but they need to be in a resaleable and original condition, these knobs were not fit to sell to other customers.
You also state that you are contacting Trade & Standards, you are more than welcome to do so, this is your right, we will also be more than happy to help them with any enquiry they wish to make.
The customer is also required to notify the company they purchased from within 14 days, you also didn't do this, the customer is soley responsible for returnng their order back to the company they purchased from. Again under the consumer rights act 2015 we are liable to refund the original delivery charge if the order is returned in full, your order was returned in full (although not in original/resaleable condition) so you have already been refunded this delivery charge.

Regards,
The Handle Studio.

Reply from The Handle Studio

Jul 23, 2025

Dear Julie

Can I clarify for the benefit of yourself and our customers, the conversation that was had with my member of staff in regarding the damaged items we received back.
Our terms and conditions clearly state that all returned items must be in a resaleable condition or no refund will be given. From the pictures that were sent to you of the damaged items, this was not the case and you were notified accordingly.
You also note that if the backplate and cabinet knob were not in the same package, there would be less chance of them being damaged in transit. Again, you were sent further pictures of how the items were packaged when sent to you, clearly showing that the backplate is separately protected from the cabinet knob. When received back, there was no protective covering included in the return package.

In point, this is the text from the email you were sent: "The items you returned had both been opened and therefore were checked for damages once we received them back. I have included two pictures for you, showing how the items are packaged with the back plates separate from the cabinet knobs. So, with regards to them being packaged together which would have caused any damage, this would not happen as you can clearly see the segregation and protection."

Your response to this was asking what evidence we had that the pictures of the damages, were of your returned items. We as a company do not provide 'random' photographs of damages to our customers.

On a follow up email, we told you: " Each and every item that is returned to us is opened and inspected for any damage. If the items had arrived with you in a damaged state, we would have expected you to let us know so we could offer a solution. As this was not the case then the damage must have occurred on the return journey back to us.

When placing any order, the customer is required to acknowledge and agree to the terms and conditions before the order is accepted.

We can’t refund items which are not in a resaleable condition. Every retail business will clearly state this in their own terms and conditions.

You do have every right to contact Trading Standards if you wish. We will be more than happy to assist them with any investigation."

Your response was to say that we can put what ever you like in your terms and conditions, but it doesn't detract from the fact that we are 'defrauding customers'

That statement as you were informed was both libellous, incorrect and defamatory, and you were guided to contact your local Trading Standards for assistance.

Sincerely
The Handle Studio

Reply from The Handle Studio

Feb 27, 2025

Diane, Your review is defamatory and incorrect. We are well aware of Distant Selling rules and regulations within the UK law, and abide by them. You said in your review that "they state they weren't informed of fault within 14 days" this is indeed correct, we were not informed within 14 days, as it clearly states in our Terms and Conditions that you need to do this in order to be refunded your original postage cost, as you were returning perfectly fine products, alongside those you said were damaged. You also mention that the "onus is on the company to to pay for return shipping" again, you are indeed correct, and this is what we practice. You were advised that we would refund the postage cost for any faulty product returned to us, but you claimed you weren't able to get to a post office in order to do that. We suggested that Royal Mail collect the parcel to save you further inconvenience, but that wasn't acceptable to you, and so a collection was arranged, going above and beyond in customer service for you. We are not "ripping off" customers, "clutching" at money, nor working above the law. The website will generate an automated email showing what you ordered and the product cost, an invoice is dispatched with your goods which will give more detail regarding the product cost, shipping cost (which is clearly seen at purchase) alongside VAT information, this was already explained to you, yet you "assume it is to do with tax fraud". We are aware that you run a business yourself, therefore are well aware of rules and regulations just as we are, but to take it to this extreme defamatory level of accusations of tax fraud, is a step too far. We welcome any authority to come and review the business, our operations and how we treat our customers, we will be very glad to assist them in anyway we can. I just wonder if you could do the same.
We can also see and let our customers know that your husband as also left a defamatory review which is against Trustpilot's guidleines as they are supposed to be related to the order that was placed by that person, You can clearly see that no business can accomodate you or your husband by the previous reviews left via your profiles.
We shall also be seeking legal advice on the claims made by yourself.

Regards,
The Handle Studio.

Reply from The Handle Studio

Nov 25, 2024

Hi David,

Thank you so much for leaving your review, We will pass your comments on to Jan, We are also pleased you liked our service and along with our products.
Kind Regards,
The Handle Studio.

Reply from The Handle Studio

Nov 12, 2024

After looking at your review of The Handle Studio, we feel that you are not giving the true picture of events that happened here. You had contacted us regarding an order you were looking to place for some Pewter cabinet handles. We offered you our maximum 10% discount of £74.86, ( you had requested we give you 20%) and free delivery, but advised there would be a 2-3 week lead time as the solid pewter handles are made to order by our supplier. On our product page for these it clearly states that delivery can be 2-3 weeks. This can vary when ever we place our order with the supplier, we can only give the lead times as and when we are given the information by them.

You then placed your order on the 25/09/24, and was then dispatched on the 17/10/24, (which was within 2-3 weeks as advised) except for 2 of the handles, which would be dispatched when we had received further stock from our supplier. The remaining 2 handles to complete your order were then dispatched on the 30/10/24. During this time, we had done everything we could to keep you informed of the process, by phone and email.

So yes, unfortunately there was a delay to complete the full order, and as explained, these are hand made in the UK and delays can happen that are completely outside of our control, however you were kept up to date with any communications we had from our supplier.

We take all customer complaints seriously at The Handle Studio, and we have apologised profusely for the delay to yourself for the remaining handles, and for the inconvenience it caused you. But you fail to mention in your review that you had requested compensation for the delay, or that you wanted a further 2 handles free of charge to be sent out. As we were unable to do this for you, a goodwill gesture offering you a 10% discount off any future order you would place with us, was arranged, which you have used on your latest order.

In your review you state that customers should place their order elsewhere, but you contradict yourself as you have placed another order for the said 2 handles on the 11/11/24. As with any on-line retailer, they have the right to refuse any orders placed on their website. The Handle Studio will be exercising their right to cancel and refund your order you have placed on 11/11/24. An automated email will be sent to you shortly to confirm, and the monies paid will be refunded back to your card immediately. You can use the product reference of the item you want, to do an online search to find another retailer to purchase these from.

We have done everything in our power that could be done for you, and 99% of our customers are more than happy with the service we provide. Unfortunately this is still not good enough for the minority.

Regards,
The Handle Studio.

Reply from The Handle Studio

Oct 10, 2024

Dear Hadi,

All of the images online are from our supplier for the internal door handles, your comments have now been passed on to them, as you will also appreciate when looking at images online these can differ depending what device you are looking on.

All of our internal door hardware are checked prior to dispatch, we then put a security seal on so we know that the contents of that box are all present and correct. If any damage is seen then this is reported back to our supplier before the customer would be in receipt of these goods, which was the case in your order.

We deal with returns everyday and this is part of our business, if ANY items returned back are found to damaged then this invalidates any refund, as this is not in a resalabe conditon, all these can be found in our terms and conditions.

In your case the return box was intact, but upon inspection there was damage marks found to the handles, pictures have been sent to you for this, as you have returned this in a non resaleable condition then no refund will be given, the security seal had been carefully peeled off and then replaced, so that means the box had been open in your possession, This morning you had contacted one of our staff members about this and was very rude and abrupt saying we are telling lies, we take this accusation very seriously as we are NOT in the business of ripping people off, hence why this staff member ended this chat.

The Handle Studio cannot be held responsible for any customer returning items to us, this is the customers responsibility to ensure goods are returned in a resableable condition, As you have threatened to go to your card issuer, they will also be presented with all the evidence we have and the online chat transcript you had this morning.

The Handle Studio.