ComplaintsforSupplyHouse.com

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Order number ******** on 2/1 2. Started return process on 3/1 3. Manufacturer replaced entire unit so we did not need to replacement parts 4. Returned received on Saturday 3/16 5. Called customer service and was advised that return will be processed by 3/28 6. Called customer service on 3/29 said he would escalate it and to callback in 2 business days 7. reached out to customer service via Chat and was told that today was 10th business day and to wait for email from customer service within 24 hours 7. Called today, spoke with ****, said to wait because I already chatted with someone and hung up the phone.8. Called back and asked for supervisor, left my information and said I will receive a return call in 10 minutes, no call was ever received.

  Business response

  04/03/2024

  Hello, 
  
  Thank you for reaching out with your experience. We sincerely apologize for the negative experience you have encountered with the return process as this is not the level of service we typically seek to provide. We appreciate you reaching out with this feedback so we can improve for the future.
  
  Upon review, we see that you have since been assisted and your full refund has been processed on 4/2. If we can further assist, please don't hesitate to contact us at ************** or via Live Chat using the Contact Us page on our website linked here: *************************************************************;
  
  Thank you,
  ********************
  Supplyhouse.com Team

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 19th 2023 I ordered power dampener. My installer had trouble powering the unit on and I initiated a return. I return the same unit I received and supply warehouse claiming that they received a different size item from our previous order from them. I spent over $1,000 now with supply warehouse and I want the $200 refund. I believe they may be mixed up the item in their stock room or something. I have no idea. Order number is ********. I included a communication where I was inquiring about it and they just ignored me.

  Business response

  12/15/2023

  Hello, 
  
  Thank you for reaching out and we deeply apologize for the inconvenience this has caused you. Upon review of your order, we see that due to the confusion as the item sent back to us was an item from a different order on your account than the return was set up for, the item was returned back to you via *** tracking #******************* 
  
  We deeply apologize for any inconvenience this may have caused you. Due to this, we have submitted the request to have your refund processed accordingly without having this item returned back due to the inconvenience and confusion experienced. Once the refund has been processed, we will be emailing you the refund confirmation. This should be processed on your original form of payment within 1-3 business days.
  
  Please feel free to reach out if you have any questions or if we can try to assist with anything else at **************. 
  
  Thank you,
  ********************
  Supplyhouse.com Team
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Monday 11/26 I ordered a plumbing part and was charged. Order number ********. The order was supposed to arrive Tuesday 11/28, however its still processing. I have called and was out on hood for over an hour. I have not been helped. Furthermore I have an item ********, which days will be here tomorrow, however I dont believe it will be here on time as there is no shipping info. Why does your site take credit cards and give dates of arrivals but not deliver. I needed these parts for a hot water heater and have had a family without hot water. Please send the parts asap overnight to make up for the mistake you made. Thank you. ****. ************

  Business response

  12/01/2023

  Hello, 
  
  Thank you for reaching out and providing this feedback. We deeply apologize for the inconvenience you have experienced as this is not the level of service we typically provide.
  
  We're taking extra precautions this time of year to protect our customers from credit card fraud. Unfortunately this means our system may hold up some legitimate orders as well. We apologize for the delay this has caused for you.
  
  Our customer service team will be in contact with you to further discuss your order status or you may contact them directly using this information on our Contact Us page linked here: ************************************************************;
  
  Thank you for your patience and understanding. 
  
  Thank you,
  ********************
  Supplyhouse.com Team

• Initial Complaint

  11/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered (order ********) some stainless steel elbows and 6 inch pipe from ***************. There are 2 separate charges to make this order on Oct 17 for $25.40 and Oct 18th for $62.19 for a total of $87.59. When I received the order (Oct 23), they shipped me stainless steel pex "T" pieces, which were not what I ordered. I contacted the company, sent them a picture of the parts I received along with the invoice of what I should have received. They told me they would send me a shipping label to ship them back and after they received them, they would ship me the correct parts. Since it already took a week to get the parts, I didn't want to wait another 2 weeks (1 week there and another week back) to get the right parts, so I told the person I spoke with on the phone that I will return everything and re-order the right parts. On Oct 23rd, I ordered the parts I needed from supply house thinking they would treat me well since they sent me the wrong order to begin with (Order ********). I shipped the parts back using *** tracking number ******************* which they received Nov 1st. I contacted Supplyhouse approx 7 days later checking on status of return. I told them I wanted to make sure there was no confusion since there were two charges made on my card for this 1 order. They told me everything looks correct and I should be receiving the refund soon. Nov 13th I receive an email stating they processed my refund for $27.73. I replied to their email stating that amount was wrong and they were short. I have not received a reply. I would like both charges refunded. I tried to be the good customer and re-ordered the parts from this same company so I could get them sooner. I am attaching the pdf of the email they sent me, the picture I sent them of the wrong parts and invoice, and the tracking info to show I returned their parts.

  Business response

  12/01/2023

  Hello,
  
  Thank you for reaching out and notifying us of this situation. We deeply apologize for the inconvenience this has caused you as this is not the level of service we seek to provide. Upon review of your order, we see that there was an unexpected delay in our system processing the remaining refund amount. I see that the full refund has since been processed within 3 separate refunds. An invoice email has been sent over to you that reflects each refund amount on the bottom of the invoice.
  
  We apologize again for the delay and inconvenience this has caused you. If you have any further questions, please don't hesitate to contact us at ************** or using the information on this page: *******************************************************.
  
  Thank you,
  ********************
  Supplyhouse.com Team

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a circulation pump for my heater and the motor does not work. After trouble shooting with ********** the old motor was attached to the cast iron housing that I purchased and it worked. I want a refund for the motor that was no good but I did use the cast iron housing due to bad o ring. My problem is now solved but I still feel company should reimburse me for the bad motor.

  Business response

  11/13/2023

  Hello,
  
  Thank you for reaching out and we sincerely apologize for any inconvenience this has caused. We would be happy to set up a return for refund. As stated in our return policy on our website, we do accept returns for items that are determined to be defective. Here is a link to learn more about our return policy for defective material: ***************************************************************;
  
  To proceed with having a return for a refund processed, please contact our **************** Team at ************** or via Live Chat using the link here and reference your order number or email address used to place your order: *******************************************************. We would be happy to further assist. (Please note: additional information may be needed such as the model and serial number of the pump)
  
  We apologize again for the inconvenience this has caused and we look forward to hearing from you soon so we can further assist accordingly! 
  
  Thank you,
  ********************
  Supplyhouse.com Team

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered water softener Order #******** I received call that confirmed date and time that i have to be home because shipping requires signature. I waited and finally I called GLS Freight they told me they forgot to ship. Ok I received order next day and as soon as he opened truck you can see box damaged. We picked inside and water softener head was broken hanging on wire everything was totally scratched. I called Support from supply house and they estimated this 2 weeks for replacement because closest is located **********. I try to resolve this with them ordering different model from ****** to pay the difference because it cost more. That way item will shipped faster. So instead paying the difference they wanted to charge me another full price for Water softener! I didnt want to pay another softener because they mess. Now estimated delivery is 2 weeks. They should take full responsibility for this because they chose to ship with GLS Freight.

  Business response

  09/15/2023

  Hello,
  
  Thank you for reaching out with this review and providing us with this feedback. We deeply apologize for the inconvenience you've experienced with your order and replacement order. This is not the level of service we strive to provide and we appreciate you reaching out so we can make things right.
  
  Upon review, we see that you have since been assisted accordingly by our customer service team and your full refund for your order has been processed. Thank you for bringing this to our attention and we apologize for this inconvenience again.
  
  Please don't hesitate to reach back out to us if we can try to assist with anything else at **************.
  
  Thank you,
  ********************
  Supplyhouse.com

  Customer response

  09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I understand that someone cares after complaining but still totally unprofessional help that I received 2nd package arrived with missing part. I was trying to help to solve this but there was no authority there. Just simply you guys kept my money there for almost month. Like I said never again.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/1/2020 I purchased a Takagi Instant on hot water heater from this company for $713.13 w/tax.T-H3M-DV-P Indoor Tankless High Efficiency Condensing Water Heater (LP)Direct link **************************************************************************** On their page is a copy of the warranty which claims 10 years for heat exchanger, 5 years parts, and 1 year labor for this model when used for heating applications.Link to warranty *********************************************************************************************** This heating season the heat exchanger failed causing the condensate to collect inside the unit forcing the fan to expel the condensate water to the outside vs going into a neutralizing collection system. The fan is not designed to do expel water and it howls during operation if there was enough time for condensate to drain down and collect in the bottom of heating system where fan is mounted between heating cycles.My attempts at warranty claim as follows:I emailed SupplyHouse.com on the 9th of February 2023 asking how to proceed with warranty claims, no reply. I replied to the copy of the receipt for purchase I had on file so they would have all my info.Today, 2/14/2023, I called Takagi and discover that they no longer warranty their units when used for hydronic heating, that they ceased honoring such warranties in 2017 per representative answering their support line. They asked if I bought it through Supplyhouse.com and I said yes.Next I call Supplyhouse.com, reached a representative, explained my issue, and even though they still currently have this warranty listed under the product I purchased, was reason I purchased in first place, that they will not honor any claims either. The rep tried to get me some compensation and was told they could not offer that either.So I bought this unit under false pretenses of their being a warranty available to me in event it failed under the terms in the warranty agreement they provided with product.

  Business response

  02/15/2023

  Hello,
  
  Thank you for reaching out by providing this review and bringing this to our attention. We sincerely apologize for the inconvenience this has caused.Upon review, we see that the item that this is in reference to was used outside of the application the item was intended for which is why this was not covered under warranty. We see that we have since reached out to you with a resolution.
  
  If you have any further questions, please feel free to contact our customer service team at ************** or chat online under "Contact & Support" on our website.
  
  Thank you,
  ********************
  Supplyhouse.com Team

  Customer response

  02/15/2023

  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 and the matter has been resolved.

  Although they deny my complaint here due to some obscure comment made in the user manual, the warranty clearly stated I was covered.  They reached out to me on social media and offered a refund for my purchase, and that is what I wanted.

  I see no mention of their offer of refund in the reply here so in the event they do not supply such a refund I will return to re-open the original complaint or create a new one, whichever is appropriate.

  If there was some change to warranty they should have an updated warranty certificate on file and not one with it showing to me that I was covered, it was the deciding factor in buying this unit, that it included such a warranty.

  Thank you for the offer of a refund in this matter, in my current financial situation it would have been a heavy burden on me.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a repair kit RK1-BR4XL for my pressure regulator valve, however I received a repair kit RK1-NB3XL which is slightly different fro fit in my valve. The person who installed it for me made some adjustment to switch some rubber parts from the new kit to the old kit. I contacted the company to explain to them the I need a refund for the price difference between BR4XL of $87.17 and the NB3XL which is $50.05 according to their website prices. However I received an email showing a return for full refund. I spend time and effort to get someone to adjust the wrong kit. The company should send the correct kit. I send to them several pictures (see attachments) showing the difference and the wrong part number. They charged me for the wrong part number and they sent the low price kit.

  Business response

  08/02/2022

   Hello ****,
  
  We apologize for the inconvenience you experienced on your recent order with us. We strive for accuracy in all orders so we thank you for bringing this to our attention. We were able to review your order in this case. We see that a return was originally set up for replacement, and then this was changed to a refund upon your request. We regret if there was any misunderstanding and would be happy to try and assist. In this case there are a couple of options. You can choose to return the incorrect kit for a full refund, or you can return the incorrect kit for a replacement plus a $15 refund for the inconvenience. Unfortunately, we cannot offer both as per our return policy posted here:
  
  "Received Incorrect Products (Not What You Ordered)
  It is rare that SupplyHouse.com sends out the wrong products, as we double check every order. However, if you receive an incorrect product, you must notify SupplyHouse.com within 5 days of delivery by using our online return tool to create and print your Return Form. You can also call or email our **************** Team to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging. The Return Form must be included in the box."
  
  ***************************************************
  
  
  Please feel free to respond through here with any questions or contact our customer service team at ************** / chat online under Contact & Support" on our website. We look forward to hearing from you so that we may be of help.
  
  Thank you,
  Customer Care Team
  **********************
  
  

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I asked for price adjustment to be charged for the kit that I received. The kit I received is $50.05 however I was charged $87.

   

   

   

   

  
  
  
  
  
   
  

  Business response

  08/22/2022

  Hello ****,

   

  Thank you for your patience and we apologize for the wait. The remaining amount of $6.95 was the original shipping cost which is not normally included in a refund. However as a courtesy we will certainly be refunding this amount as well and you should see this reflected on your statement within 1-2 business days. Please do not hesitate to reply here or contact our customer service team at ************** / chat online under Contact & Support" on our website with any further questions.

   

  Thank you, 

  Customer Care Team

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

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I reject the word courtesy because it was the mistake of the company to send me the wrong item. Also when I suggested a solution to get the price difference between the wrong item and the correct one the business never fulfill their agreement to refuel me the difference. This caused me to return the wrong item and I shouldnt be responsible for shipping cost and I get a language saying courtesy. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 parts for a water heater on Sunday July 24th. Because of the cost, shipping was included free and the parts would arrive Tuesday July 26th or I could pay $70 for Next Day Air for parts to arrive on Monday. I check my email to track the parts this morning and it states arriving Tuesday July 26th. I paid $70 for nothing when I could have ordered the parts from Amazon and received them on that date or even ordered them today from SupplyHouse.com and received them tomorrow for free. I called and they agreed to credit me back $10. This is unacceptable. How can a company charge for next day air, especially that amount and then not provide next day air but have them arrive the same time the free shipping would have arrived. Please help me to fix this. $70 is a lot of money, especially for nothing. This is predatory and I would feel badly for someone on an extreme fixed budget to be taken advantage of and ripped off. No telling how many people are ripped off in the same way by this company. The confirmation email said Tuesday but i didn't see that until this morning and they website said Monday. I have attached a screenshot with items in my cart today that show they would arrive tomorrow for free if I ordered today so the shipping charge was not valid at all.

  Business response

  07/26/2022

  Hello ******
  We are sorry to hear that you have not had a positive experience. We strive to keep the lead times posted on the product page for the item, as well as in the confirmation email received at the time of order and we apologize for any confusion during the order process. Upon review, we see that your order was placed on Sunday, and items are only picked up from our warehouse by *** during Monday-Friday. For this reason, the confirmation email stated an estimated delivery of Tuesday. As a one-time courtesy for this inconvenience we will certainly refund back your full shipping costs on this order. This will be reflected back on your statement within 1-2 business days. We are continuously working to provide the best service possible to our customers so we appreciate your feedback! If you have any further questions regarding your recent order please feel free to contact our customer service team at ************** or chat online under Contact & Support" on our website. Again, we apologize for any inconvenience this may have caused.
  Thank you,
  Customer Care Team
  **********************

  Customer response

  07/28/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #******** was placed with this company and item did not work and a request to send it back for a refund was denied.

  Business response

  02/28/2022

  Hello,

   We apologize that you have not had a positive experience. Upon review, we see your order was placed for a unit-specific replacement part and that we needed to confirm your unit model, serial and series number in order to proceed with a defective return. I see that unfortunately this information was not fully provided to us, so we were unable to process the return. However as a one-time courtesy, we can proceed with the return for refund. This would truly be a one-time courtesy, as moving forward we would need to confirm compatibility with the full unit information before being able to process any defective item returns.

  We will email you a return form and a pre-paid return label to send the item back to us. Your next day air shipping costs will also be credited back as part of the refund. Please include the return form in the package with the item you are returning. Once we have received the item back and the warehouse has checked the item in, you should receive your refund within 5-7 business days.

  For future reference if you would ever like to confirm a replacement part before ordering, please contact us with the model and serial number of your unit and we would be happy to assist!  If you have any other questions please feel free to contact our customer care team at ************** or chat online under Contact & Support" on our website.

  Thank you,

   Customer Care Team

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

  Customer response

  02/28/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *********
   
  
  

*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. ↩