Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recirculation pump for a client of mine. The pump is not strong enough for the clients house size. I require a stronger pump for my client and his house. This company refuses to take the item back and exchange solely because I don't have the original packaging. I will never do business with this company again, nor will I recommend anyone do business with this company.

  Business Response

  Date: 03/11/2025

  Hello,
  
  Thank you for reaching out. We sincerely apologize for the inconvenience you've experienced with our return policy. We understand how frustrating it can be when a product doesn't meet your client's needs and you no longer have the manufacturer's packaging for the item to return it.
  
  Per our return policy, all returned items must be in their original manufacturer packaging to ensure that they can be restocked and resold in perfect condition. We understand this may cause frustration, and we strive to communicate this policy clearly on our website to help prevent issues like this from arising. For more details on our return policy, feel free to take a look at this link here: ***************************************************************************;
  
  We appreciate this feedback regarding our current return policy and we hope to improve this for the future. Again, we sincerely apologize for the inconvenience this has caused. If we can try to further assist in the future, please let us know and we would be happy to try our best to assist. Feel free to contact our **************** team using the information here: *******************************************************
  
  Thank you,
  ******** *.
  SupplyHouse Team

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A furnace draft inducer fan motor was ordered from ******************** on Feb. 10 2025 The original draft inducer fan #******* was discontinued around 2019 and if you search that part number on their web site it will say "unavailable/ discontinued" I ordered the replacement fan #**L83 from Supply ********* I received the discontinued fan, old stock, but was charged the full $665.50 price for the new updated fan. The discontinued fan is available on ****** for around $300. but there were problems with the fan which is why it was ********************* of the fan I received were sent to Supply House showing the part number, their response is that the old stock fan should work just fine in my furnace. This is nothing more than "bait and switch" For the price I paid I want the fan I ordered.

  Business Response

  Date: 02/18/2025

  Hello, 
  
  Thank you for reaching out with your experience. We are so sorry for the inconvenience this has caused as we understand the frustration you must have felt upon receiving the discontinued part number when you purchased the updated part number and expected to receive that updated part. Upon review of your order, we see that our supplier that this shipped from only had the discontinued part number available in stock to ship.
  
  I appreciate you taking the time to take our phone call earlier this afternoon to discuss your options together so we could make things right. We have submitted the request for the price adjustment accordingly for you due to this circumstance and the partial refund will be processed back on your original form of payment within 2-4 business days. You will receive an email to reflect this once it has been processed.

  We hope we were able to help make things right and appreciate your patience and understanding in this matter! If there is anything else we can do to further assist, please don't hesitate to reach out at **************. We're always happy to help!
  
  Thank you,
  ******** *.
  SupplyHouse Team

  
  

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  

  I appreciated the quick response from Supply House in getting this matter settled as it was -20 in ******* at the time of the furnace failure.

  
  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

  Date:09/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A 75 ********** Hot Water Heater was ordered from supplyhouse.com on September 4, 2024 . The unit arrived here at my home on September 12, 2024 damaged. It had a large dent in the lower side close to the base of the unit. The unit was rejected back to the carrier. On the same day I called and requested a refund because I didn't want another one shipped to me because I was thinking it could be a similar issue could occur. I gave ample time for the truck to arrive and for them to process my refund but they have done nothing but hold onto my money. They have been giving the same excuse, the truck didn't arrive or didn't check in yet. This is a sham of a business and if I had did enough reviews on this company I wouldn't be in this mess. Their ploy is to force me to request another water heater to be shipped while refusing to refund my money. Here is additional info. Their email:********************************************** . Phone number **************.

  Business Response

  Date: 09/24/2024

  Hello, 
  
  Thank you for reaching out. We sincerely apologize for the inconvenience experienced with your order and for the delay in processing your refund. Typically, our refund process requires the returned item to be checked in before the refund can be processed, and we understand the frustration this has caused. There was an unexpected delay in receiving and processing the return material, and we are very sorry for this experience. We appreciate you reaching out with this feedback so we can look to improve this process for the future.
  
  Upon review, we can confirm that your refund of $1614.37 was processed earlier today. Please feel free to reach out if you have any further questions or concerns, and we appreciate your patience throughout this process. 
  
  Thank you,
  ******** *.
  SupplyHouse.com Team

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order parts for my central air on 8/7 received parts went to install the motor but the motor mount screws were damaged. Called got a new one sent to me and returned the first one. As I was waiting for another part(from somewhere else) found out that I needed a whole new unit. On 8/26 I started the return process for the parts. They were delivered to SupplyHouse on 8/30.Was told I would have a refund in 2-5 business days. After a week and half I called and was told they were still in their 2 week time frame do it was ok. On 9/13 I wake up and check my CC and I do see a return for $133. My order was almost $450, will be calling again today (9/13) because where is the rest of my money? And both parts were over $133 so I do not know where that number came from

  Business Response

  Date: 09/13/2024

  Hello,
  
  Thank you for reaching out. We sincerely apologize for the inconvenience you've experienced. It looks like the return was set up as two separate returns, which is why youve received a partial refund. The remaining refund should be processed within the next 1-2 business days, and youll receive an email confirmation once its been completed. Were sorry for the delay and appreciate your patience while we get this resolved. If you have any further questions or concerns, please dont hesitate to reach out at **************. Thank you for giving us the opportunity to make this right!
  
  Thank you,
  ********************
  *************** ****

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *********************