Gatecrafters believes that customer service is dismissing complaints and then putting much more effort into erasing the bad reviews that follow instead of acting to settle those disputes.
Some months ago I had a dispute with Gatecrafters about returning a part that would not fit my gate controller.
They would not help me. Ignored emails, refused to consider my request when I called their support number.
Then I discovered that while they dismiss customer complaints, they devote a great deal of energy into blocking negative reviews.
Shortly after my 1 star review was posted, they used a review cleaning service to try to delete it. The service demanded 2 separate edits before letting it remain posted.
Now several months later they made a new attempt to silence my review- THEY CLAIMED THAT THEY HAD NO RECORD THAT I BOUGHT ANYTHING FROM THEM.
I actually had to provide an order confirmation and invoice to prove that.
Review by Keertika2 months ago
Customer service lady is rude and condescending. They can't seem to send me a quote. Now that I found their reviews I will take my money somewhere else
Review by Janycae Quennie3 months ago
I have installed two gate openers previously and they worked fine. One of them was from this company, several years ago. This recent purchase of an E-S 1000H was a terrible mistake. I have struggled with it for weeks, following the instructions and troubleshooting carefully. It is nearly impossible to actually talk with someone at the company who knows anything about the opener, and one woman who answered the phone, (after a long wait) was openly rude, talking so fast I could not understand her, and gave me absolutely no help. I am a very experienced home builder and reasonably competent mechanic and this opener, and company have worn me out. Don't repeat my mistake. Stay away!.
Review by EAlexander5 months ago
Gatecrafters send me 2 left post for my gate. After trying to call for two months they send me the wrong post again and wrong color
Review by Jamele7 months ago
DO NOT ORDER from this company or from any other Webdirect Brands. Their products require a lot of DIY capability and their service is non-existent / actually detrimental.
David Riviera is particularly unhelpful.
Review by Hekim8 months ago
I purchased a LiftMaster gate opener from GateCrafters. Their website states that they have excellent customer service and this is an opener that can be installed as DIY. The instructions are not very detailed. I had to call several times for help. Many times they would hang up or I would get disconnected. The people when you do get in touch with them are very unprofessional. The gate opener works great, however the solar charged batteries would only work for 4 days before dying. I live in Florida with 8+ hours of full sun a day, there should be no issue with the solar keeping the batteries charged. Initially I was told that the 2- 7 aH batteries that come with the unit are not large enough. When you spend $2K on a gate opener, I would hope the batteries provided would be sufficient. I was told to order a larger battery from Amazon, so I did. The larger battery worked for a month and then died. I called GC back again for support and they could not give me a reason. When I asked if it could be the board they told me possibly and that I could call LiftMaster, but they probably would not talk to be because I am not a professional installer. So basically I now have to spend more money to have a professional gate person fix my brand new gate opener. Do yourself a big favor and do not purchase from these idiots.
Review by Dwhh8 months ago
I purchased the estate sliding gate from this company on Nov12,2019. Was told at that time shipping would be about mid December. I have had the run around and still no response to a ship date. Never looked at the reviews on this company which was my mistake. Very frustrated. No one bothers to call you if there is a delay and when you call, its like talking to a machine. Just keeps repeating himself over and over. If I ran my business this way, I would quickly be out of business
Review by Trinabina10 months ago
For the price the quality is poor. From order to receiving took about 6-7 weeks. Customer service is poor. Communication is very poor. Would use a local gate builder next time.
Review by Panicsister Berryknowes11 months ago
The instructions you receive when buying a gate is to accept the gate even if damaged and they will take care of it. I purchased my gate in May and it is now October and I am still waiting to get reimbursed my 673.00 for fixing the gate damaged in transit. Even getting a response on status seems impossible. If I ran my business this way, I would be out of business. If you do buy a gate from these people, DO NOT ACCEPT IT IF IT IS DAMAGED!
Review by Polychronis Kurashov11 months ago
I can't get refund of warranty of parts. Every time I contact them (Denise And David ) it's the same run around and stalling. Denise said 7 weeks ago I would get refund in 5 to 7 days still waiting and some old run around. They never send all parts ordered either. Also after 2 weeks emailing them they said email was down. That told me they are fly by night.
Review by RedAries1 year ago
I had a wrong part sent with my $1400.00 estate swing kit. Once I realized it I called and because I was outside a 10 day window they were unwilling to do anything for me. Unfortunately I could not find the part anywhere else. I ended up having to spend more money with them. Poor customer service. I would not choose to do business with them again.
Review by Miranna Parlero1 year ago
Bought an expensive slide gate and controller (DB450) from these people. I think this stuff is made in China but the product is not marked. Anyway, their circuit boards and transformers fail frequently, you can't get parts easily, and when you can get them it's a fight and they are expensive. Warranty? What warranty? They don't honor it. I now have a gate that does not work and has to be manually opened and closed every time I leave my house. The circuit board failed (I am on my 4th I think) and they no longer even sell the part. Instead they want you to buy a complete new operator. The (glowing) reviews on their site are managed by a Danish company called Trust Pilot. That outfit's main function is to take down negative reviews under the pretext that your receipt does not say "Gatecrafters", it says "Web Direct Brands". Should be called Scam Pilot. I also suspect Gatecrafters writes its own positive reviews.
Review by RajKiran1 year ago
Things can go wrong. Things will go wrong. It's how the company handles it that makes the difference. I would never purchase from a Web Direct Brands company again. All but one of the parts from the gate opening system we bought has been returned for warranty work. They have had our most recent return for 8 weeks, and when called about it they have been exceptionally rude.
Review by Yultia1 year ago
Ordered a gate from gatecrafters three months ago and to this date I still have not received it. David, the manager, conveniently is never around and the first few emails were clearly the same thing he says to everyone about it being painted ( I've seen reviews on other sites being told the same thing to stall you). Stay away from this company. They clearly do not care once they receive your money.
Review by Rellie Ladehoff2 years ago
Id ordered a driveway gate 9 weeks ago, I was told 4-6 weeks. To date after several calls and The run around, I have not received my gate. This is preposterous. Had I know, I would never do business with these people.
Review by Relutre3 years ago
From the 1st shipment of my estate swing es1602 I should have known something was not quite right and just gotten my $2000 back. The 1st shipment was an assortment of 1-off pieces. Nothing was in an original box, plus it was missing parts. It went back. The next shipment looked a lot better although not everything was in an original box. It still looked like someone took parts off a shelf and tossed them into a shipping box. That was in evidence because it took another 5 shipments over several months for me to get all the needed parts. That included replacing some of the parts sent to me in error. Then, periodically an issue would arise and the gates would stop working. I would call. either they sent me a new part or explained how to 'repair' the issue. I kept records, I know who I spoke to and when. Now after year 3 the motherboard is fried. They want ~ $180 from me to get me gate working. I will probably put the parts on E-bay as I'm going to another company to get a better quality gate opener.
Review by Tnnisha Ridgebacks3 years ago
Their technical service crew especially Arlis is GREAT. He put up with my issues with wrong remotes that came with my Apollo 1550 gate. On several different occasions he was VERY patient and understanding of a 76 yr old lady that knows very LITTLE about todays' technology. GOD BLESS TECH TEAM.
Review by PRJewel3 years ago
I purchased an expensive gate system from Gate Crafters who is a subsidiary of Web Direct Brands. The product they sold me was an Estate Swing gate system which includes the motors, brackets and control board. Estate Swing is a subsidiary company to Gate Crafters and Web Direct Brands. When talking to anyone at any of these three companies you are dealing and talking with Web Direct Brands. Now that this information is out there, they sold me a gate for top dollar compared to any other system on the market for my needs. They assured me that it would work perfect for my setup and shipped me the product. Day one the control board had an issue, So I shipped it back for repair. Once I received it, I got everything hooked up, then the motor on the control arm stopped working. I shipped it back and they repaired it. Then the second motor (dual gate system) broke. The casing of the motor cracked and the repaired one they sent back cracked as well. I talked to the company for weeks trying to get a refund for these low quality items. But they will not stand behind the products and have no interest in helping me. They have horrible customer service and very cheap products you would expect from a Chinese knockoff with a price you would expect from a high-quality item. The system did not work and now Im stuck with an expensive gate system that is complete garbage. Their staff is even worse than their products as 3 managers I was dealing with throughout this process had left the company. Web Direct Brands is a scam and I would never recommend them for anything.
Review by RossB4 years ago
The service department, one person in particular, does not care if you are happy with the product or not. She will tell you what you want to hear - "Yes, send the defective key pad back to us and I will exchange it for this other model that is actually a little cheaper. I'll send it to you just as soon as I receive your old one" 3 weeks later when I call to find out where my key pad is, " Oh, I'm waiting to hear back from manufactorer on the repair. That other model had a price increase and if you want it you will have to pay an additional $179.00" I call BS Judy !!
Review by Jinwei4 years ago
I ordered three of the pre-fab 3-Rail farm gates frames from gatecrafters.com (a Web Direct Brands company/site) on Nov 10, 2015. When checking out, I selected FedEx ground knowing that I live in FL and it would take only a day or two to arrive. Nowhere during the order process was I informed that there is any construction lead time or that they were back ordered. I took vacation days from work for Nov 19 and 20 (9 days after I ordered the gates) so that I could build them. As of Nov 18, they still have not shipped. David R. leads the "gate department" and was completely useless in expediting the delivery and would not make any commitment that I would have them by tomorrow. Worse, he came across flippant and uninterested in solving this problem.
I just tried to get a shipping update via online chat with them, and their "order system is down".
So, if you are ordering from this company be prepared for long and undefined lead times.
Ultimately, this is the owners' fault for not investing in (1) a fulfillment system on their website that ties to warehouse supplies and/or shippable product inventories, and (2) training their people that contact customers on how to solve problems.
Review by Dongkai4 years ago
Terrible Company. Poor product, poor customer service. Estate Swing gate opener is crappy. Control Boards are defective. Been through 3 electronic control boards. Technical support is abysmal, especially on weekends. THey only have 1 technical support person. Expect call backs 24-48 hours later if then. My gate has been down for 5 months.
Bad Customer experience. DO NOT BUY A GATE OPENER FROM THIS COMPANY. Buyer Beware!!
Warranties are a joke with these people.
Review by Cefcef4 years ago
The gates were shipped so cheaply that there was almost no wrapping left. They came scratched and dented, so sent us paint so fix it, that's all. They only worked for a few months, and we had to pay to send back arms, control boards, and they sent them back, the gates still don't work. Our gates haven't worked in 5 or 6 months now, I've lost track, and they keep telling us they will send us something new to replace the old, but now they want us to ship everything back but the actual gates. Hundreds of dollars !! And they want to charge us for new equipment, even though they told us 2 months ago, they were sorry and will upgrade us. Bunch of $#*!ing bull$#*! in my opinion. I'm so mad, I should have listened to those bad customer service reviews I read last year. WE are planning a law suit.
Review by Bristolruggers6 years ago
Gate crafters has elite gate designs for the elegant home. They have a 110% price match gaurantee so you know you are getting the best price. They also include free 7 days per week tech support as well as free shipping,
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