"I would never use this company again! I returned items, unopened, that turned out to be not what I needed and after restocking and shipping fees ended up owing PlumberSurplus more than the initial price of one item and 75% of the price of the others -- and PlumberSurplus got to keep the merchandize, a great example of double dipping.
What they charge customers for reimbursement of the initial free shipping is several times more than what UPS charges to return the same items!!!
Beware: Only consider this company if you want to lose out twice!"
"I have to give these folks only two stars. I ordered a product they showed in stock on their website. A week later, seeing that I was still "in processing", I wrote to ask what was up with my order. Two days later I receive an answer saying it's on back order and will take another 8 weeks. Thanks for wasting my time.
But to add insult to injury, when I went to cancel on their web page you get a notice that "we will try to cancel your order ..." Nonsense.
They were quite immediate on charging my credit card (and I'll follow up on how long it takes to get the charge back), but clearly cared little for their customer's interest in getting the product. Though they had good reviews two years ago, today they are not ready for prime time."
"WOW!!!! i have the exact same experience with the customer before me. except i canceled within 35 minutes. when i called them they explained to me the lag time between the online service and the guys that loaded the fixture onto the truck and their ability to get it off the truck. i argued with them over the phone multiple times abou the fact that it was stil in their possesion when i canceled therefore they should not only NOT charge me a "restocking fee" but to pay for my shipping as well. i thought maybe i could have some leverage, i told them that i was renovating my house and i'm going to be buying many more fixtures, he told me that they would need a guarantee from me that i would buy more from them to waive the fees. the nerve. to waive a fee they were inproperly applying, i would have to give them more business."
"I bought a product online last night and realized immediately after I purchased that it was the wrong size so I cancelled the order within 5 minutes of ordering. I get an email today stating my order had shipped so unfortunately they wouldn't be able to cancel. HOW IS THAT POSSIBLE WHEN I CANCELLED IT 5 MINUTES LATER!!! I'm now going to be charged a 20% restocking fee and all the shipping charges. THIS COMPANY HAS AWFUL CUSTOMER SERVICE AND THEY HAVE A REALLY CRUMMY RETURN POLICY!! BEWARE!!"
"I knew it was likely that the item I ordered would not be in stock, since the website said they only had two left. I ordered anyway, hoping I might snatch up one of the last of the particular toilet I wanted to order. I had read many negative reviews about bad customer service, and about not hearing from plumber's surplus for weeks while an order was never filled.
Within 24 hours, I was contacted by Plumber's Surplus letting me know that the item I ordered was not in stock and had been discontinued by the manufacturer. My credit card was refunded the full amount.
I am completely satisfied with the customer service experience. Perhaps because I was expecting to have to be very aggressive, but in fact did not have to go out of my way at all to get the support I needed."
"I needed a $6 valve for a faucet - everyone else wanted more for shipping than the valve cost. These guys shipped it for free via UPS.
Looking at some reviews I was a bit skeptical, but ordered anyway.
It stated there were 4 available on hand - I placed the order and later that night it showed 3 on hand. Shipped status was shown the next day as well as a tracking number. Got the part shipped to my door faster than I had received previous orders direct from Kohler.
Will definitely order again if need be."
"After a terrible experience with another online plumbing supplier, I was very worried about ordering online again, but PlumberSurplus was well rated on Amazon so I took a risk. I ordered late MOnday night and received my sink, beautifully wrapped in tons of padding, by midday Thursday, very quick! Shipping was free and the price was competitive. I did not have to interact with customer service, so I can't say anything about that, but I will say that their return policy as stated on their site is much more customer friendly than on many online sites."
"20% restocking fees and poor customer service .. By mistake, I ordered a Danze faucet "trim set" thinking it was the complete unit since it was the same price as the complete kit on other sites. The trim came with the wrong set screw to attach the spout, and it was another $100 for the valve."
"I'll never order from here again. First of all I have to place the order (for which they bill my card IMMEDIATELY) before they tell me (after about 4 days of no status updates to the order period) there is no stock and it is backordered. Because I am from Canada if I cancel I am credited back-- minus the commission to exchange funds twice (the card company tacks that on).
Then the only option is to ship with UPS which is a total rip off. These jerks (on top of the 80 dollar shipping fee) charged me a 52$ brokerage fee. I had something shipped of similar value 2 weeks earlier with USPS and had no brokerage fee.
So in conclusion, my product that I ordered arrived 28 days later, I will never deal with Plumberssurplus.com again, AND I will never order from anyone EVER again that only ships UPS."
"Beware of this company, they can take up to a week just to ship your order and their customer service sucks. If you need something in a timely manner these are not the guys you want to go to.
Will never call them again.
Still do not have a valid tracking number over a week after ordering.
I think the positive reviews they do have are manufactured reviews by the company itself.
DO NOT ORDER FROM THIS COMPANY!!!
WARNING ENOUGH!!!"
"Honestly, I feel like I just got scammed. Before I order from any website I always take a good look at their return policy and this was no exception.
To make a long story short I ordered (3) Toilet Seats and received free shipping. When I went to return the seats I knew I would have to:
1) Pay for my own shipping.
2) Pay a restocking fee
To my surprise they also have a blurp that they will hit you with the originally waived shipping charges if you return an item that was received with a free shipping promotion. I missed this when I read the policy. I missed it again when I read it before I contacted their customer service.
All said and done I returned $85 worth of merchandise in new condition(no disputes there). They took 20% for restocking, which is pretty high and then hit me with another $15 for the shipping. My refund was $49.
So basically I spent $25 to return it (remember I had to ship it back on my dollar too) and got $49 back for a whopping net amount of $24! I would have just sold the seats on ebay if I knew I was going to get bent over so bad.
They have customer service, but they can't weren't willing to budget on their policy.
"
"I ordered from Plumber Surplus based on the integrity of the most recent reviews here, as well as on their low prices and quality product. I have no regrets- having ordered a bathroom sink on Monday, with free shipping in addition to a price ~$30 lower than other retailers, I received it Friday early afternoon, via UPS. The sink is exactly what I hoped for, and it was packed incredibly well and secure. It is my hope that the negative reviews about this store have lead the company to alter their business practices, as my personal experience in ordering from Plumber Surplus gave me absolutely no indication that they were a company to avoid.
edit: just checking back on this store to see if anyone else has had good experiences; apparently, I just happened to get very lucky with my order- I even placed a second order, and was pleased. To the person above suggesting that the positive reviews are insider jobs...I don't know how to refute that for myself, and I won't attempt to do so for the other positive reviews. All I can say is, again, I must have gotten lucky- I won't recommend this store without that disclaimer, but I have to stand by my review based on my own experience, and I suppose, breathe a sigh of relief. "
"I ordered a small part using paypal, and it was shipped for free to me in just under a week. The price was good and everything arrived in great condition. No complaints there.
The part about ordering from this store that irks me a little is that I got an email after my order informing me that I now an account with them, based on my paypal information. I had not created an account with them, nor I had not wanted to, this being a one-time purchase. Either they took it upon themselves to create an account for me, or they were trying to trick me into creating one. That's my only complaint."
"I ordered a Kohler toilet (K-3654)from this company. They had the cheapest price on the net and I was hesitant to order because of the bad reviews. I was very pleased to find that my order was processed and shipped the same day. They emailed me when I placed the order. I had to go to their web site to get a tracking number. I also had to call them to get the name of the freight company. Other than that, the order went very smooth. I was well pleased with my experience with them and the freight company (yrc.com). I would order from them again."
"I was a little hesitant to order from this company based on the reviews, however I was very happy with their service. I ordered two sinks and drains. The order was placed on the 13th and delivered on the 14th. One sink arrived broken, however with a quick call to customer service another sink was on the way. The broken sink was picked up by UPS. The replacement sink arrived in two business day."