ComplaintsforPlumbing Overstock, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please refer to oder ***** ******** dated March 9, 2024. I ordered the traditional 610 water **** Faucet. My credit card was processed immediately.On or around March 14 i called twice and was told the faucet is not available for shipping. I asked for a refund. The refund link was sent to me only Plumbing Iverstock was charging me a 10 % cancellation fee.5 I called on Tuesday March 19 and was told the refund invoice would be corrected that day. It was not. I left a voice mail message on Wednesday the 20th. On Thursday the 21st the agent said that ***** was guaranteed to call me but she never did. My return invoice still shows the $41.30 cancellation fee.The BBB has received other complaints about Plumbing Overstock keeping its customers money. In one complaint dated Jan. 19, 2024, PO owed its customer over $4000 for 7 months. Yet this behavior still earned PO an A- rating.Please direct Plumbing Overstock to correct my return invoice to reflect my full payment of $449.65. Please direct Plumbing Overstock to make an immediate refund and note that Amazon Pay and Chase, the bank on the **** card I used, process refunds to customers in real time. PO will not be able to claim the refund was held up by Amazon or Chase.*********************

  Business response

  04/02/2024

  Dear ****,
  
  I wanted to extend my sincerest apologies for the delay in responding to your phone call request for cancellation. Your satisfaction is of utmost importance to us. I deeply regret any inconvenience caused by my delayed response as I was supposed to contact you that same day and did not as the day swiftly progressed with various calls and for that I apologize.
  
  Regarding your concern about a potential refund, we are more than willing to assist you in resolving the matter. If the chargeback is cancelled, we would be happy to process a refund for you promptly. However, if the funds are currently being withheld due to the chargeback, there would be no need for a refund as the funds are not accessible to us.
  
  Should you have any further questions or require clarification on this matter, please do not hesitate to reach out to us. We are here to assist you and ensure that your experience with us is satisfactory.
  
  Once again, please accept my sincerest apologies for any inconvenience caused. We value your patronage and look forward to serving you better in the future.
  
  Best regards,
  
  Linda 
  Plumbing Overstock

  Customer response

  04/03/2024

   
  Complaint: 21469845
  
  I am rejecting this response because:

  this is the same response Plumbing Overstock used when they owed $4000 to a customer and did not pay it for 7 months as recorded in the complaint resolved in January of 2024. They were sooooo sorry at that time.

  ******** says they are soooooo sorry again!  ***** never called me to process my refund when she had the chance. All she had to do was correct the return invoice - which would have taken as long as 20 seconds. No, ***** says she is sorry but the fact of the matter is that this is how Plumbing Overstock operates and they are not going to change, Buyer Beware!
  

  if it were not for amazon buy, this would still be going on. Amazon buy has refunded my card, with no help from the BBB - that's Better FOR ***************/

  Once again, the Better FOR *************** will give Plumbing Overstock an A- rating (they tried SOOOO HARD) and customers without Amazon buy or **** for backup will be left waiting for the money owed to them.
  Sincerely,
  
  *********************

  Business response

  05/01/2024

  Dear ****,
  
  Thank you for your feedback and for bringing to light the recurring issues in our service. We sincerely apologize for not meeting your expectations previously, and for the similar situation currently affecting your experience with us.
  
  We understand that you have initiated a chargeback and currently possess the funds in question. We appreciate this clarification and want to assure you that we are ready to resolve this matter in the most straightforward and satisfactory manner possible once the chargeback process is complete.
  
  To distinctly address this issue, we are taking the following actions:
  1. **Direct Management Involvement:** I am personally overseeing the resolution of your case to ensure there are no further delays or miscommunications.
  2. **Transparency:** We will provide step-by-step updates regarding the status of the chargeback cancellation and any subsequent actions required on our part.
  3. **Commitment to Improvement:** We are critically reviewing and updating our customer service procedures to prevent future recurrences of such issues.
  
  Our goal is to restore your confidence in our company through immediate action and long-term improvements. Please let us know if there is anything specific you would like us to address or do differently during this process. We value your input and are committed to ensuring a positive resolution.

   

  Best Regards,

  ******

  Customer response

  05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an order with the Plumbing Overstock-order #******** on 6/20/23. This order was never fulfilled as the manufacturer discontinued the model-see attached screen shot. We were never issued a refund despite contacting the vendor multiple times by phone and email asking that the refund be issued.The second order in question is #********. This was returned as per vendors instructions- see attached copy of the email. Similarly, despite multiple attempts to get the refund over several months we still have not received the refund.The total refund that is due to us is $4328.44

  Business response

  01/29/2024

  I hope this message finds you well. First and foremost, I would like to extend my sincere apologies for the delay in processing your refunds. I understand the frustration and inconvenience this may have caused you, and I want to assure you that we take this matter very seriously.

  Upon reviewing the circumstances surrounding your refund request, we identified the main factor that contributed to the delay, and I would like to provide you with a transparent explanation. We encountered unforeseen technical issues with our payment processing system at the time,which further complicated our ability to promptly issue refunds. Our technical team diligently worked through those issues to resolve these issues to prevent future occurrences. We want to assure you that we are actively working to address these challenges and improve our refund procedures to prevent similar delays in the future. Your satisfaction is of the utmost importance to us, and we are committed to rectifying this situation.

  I am glad you called in and advised us that you had not received them. Both were issued in full, and you can call me directly should you have any issues.

  Once again, I apologize for any inconvenience this delay may have caused. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team at ************.

   Thank you for your understanding and continued support and we hope to assist you in the near future! .

  Customer response

  01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The refunds for both orders were ultimately issued 6+ months after the initial purchase order was made-less than ideal. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered several products for finishing a shower on November 30, 2022, in order number ********. I received a few of the items, but I never received the main part of the order. A total of $435.16 worth of products has not been delivered. I first followed up on December 20, 2022 and have requested updates 6 times since then. The latest updated was on January 27, 2023, when I was told they were checking with the vendor. My most recent request for an update on April 3, 2023, has been ignored.

  Customer response

  04/18/2023

  ******************************************************************

  Business response

  04/28/2023

  Customer satisfaction is our #1 priority and we would like to apologize for the lack of follow through on this order. It is unfortunate that the customer feels ignored as that is not how we conduct our business. We have reached out to the customer via phone and email so we can resolve the issue immediately and are happy to rectify any issues with this order. 

  Customer response

  05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has expedited the shipment of the missing items and all items have been received.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  "I ordered an instant hot water tank online through their website on December 11th, 2022. My order number is ********. After receiving and installing the product, I discovered that the drinking water from the tank had a very bad taste. On January 1st, 2023, I sent an email requesting a return of the product and a refund. Despite my efforts, the company has not resolved the issue, as they keep saying that they need authorization from their vendor for the refund. It has been over 40 days and I am still awaiting a resolution. The customer service provided by the company has been very disappointing."

  Business response

  03/08/2023

  We take customer satisfaction seriously and would like to apologize for the frustration the customer has been experiencing recently.

  The customer contacted us on 1/1/23 stating the instant hot water tank he purchased from us on 12/11/22 was defective and was informed to get in touch with the manufacturer to resolve the issue as it was a warranty claim. We're unsure of the communication between the client and the manufacturer nor was it brought to our attention until a negative review was left on BBB under our profile. The very next day our team reached out to the customer and agreed to take the item back on behalf of the manufacturer and provided a return label to ship the item back for a full refund. Since then, on March 1st, we received the unit and a full refund was provided to the satisfaction of the client.
  
  Feedback is appreciated as it will allow us to resolve any problems that occur and help us to improve our services. This review is not a reflection of how we conduct our business. It is unfortunate that this negative review was left under our company profile (instead of the manufacturers) as we did everything from delivering, communicating, and refunding the client in a timely manner.
  

  We are truly sorry for the inconvenience and hope to offer you better services in the future.

   

  Plumbing Overstock

   

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was told to send back an item I had purchased from them, they received the item and I have tracking to prove it and now after 3 months they have not provided a refund and are not answering any of my attempts to reach out. I am owed $387 and I want my money back.

  Business response

  08/03/2022

  Consumer Response /* (2000, 6, 2022/08/02) */ Since filing this complaint, the business has reached out and provided the refund I was owed. I would like to close this case and resolve the complaint. Thank you!

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a sink on July 2, 2022. My order number is ********. The order still has not shipped and multiple attempts to get an update from the business has been unsuccessful. I would like a refund no of the money spent ($1,023.83)

  Business response

  08/12/2022

  Business Response /* (1000, 8, 2022/08/10) */ We have followed up with our customers and have addressed their grievances and concerns. We have refunded whatever was owed and offered other items as well as a formal apology for any oversights. Can you kindly remove the complaints and reviews from these complaint numbers? Consumer Response /* (2000, 10, 2022/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company issued a refund after I filed the *** complaint to try to help me resolve the problem.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩