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Business Profile

Plumbing Fixtures

Southwest Plumbing Supply

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumbing Fixtures.

Complaints

This profile includes complaints for Southwest Plumbing Supply's headquarters and its corporate-owned locations. To view all corporate locations, see

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Southwest Plumbing Supply has 2 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/20/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 bathroom pedestal sink through ***************** on 2/25/2024. At the time of purchase, the website advised that it would be six to eight weeks until the item would be delivered. I received an order confirmation email from them that day that noted an estimated lead time of 44 days. I contacted them for an update by chat on their website on 4/24/2024 and was advised that the item was on back order and would now be shipped in mid to late May. I contacted them again on 6/13/2024 and was advised that the product was still on back order and that there was no word from the manufacturer as to when it would be available. Later that same day, I received an email informing me that they did have it in stock at their other branch and would be shipping it to me. The sink arrived at my house on 6/18/2024. I unpacked it on 6/19/2024 It was poorly packaged and the pedestal was broken. I contacted plumbersstock immediately and was told that they no longer had the item in stock, but should be able to obtain a new one and ship it in 2-3 weeks. I did not receive an order number or other confirmation, aside from the online chat record, that the order for the replacement had been processed. I called them this evening and got through to a customer service representative, who confirmed that it would be approximately 2-3 weeks before I would receive a replacement, as they do not have it in stock in their Utah warehouse. He did inform me that they do have the item in stock in their Alabama warehouse, but would require more money to ship it to me. It has been 4 months at this point, well beyond the 6-8 weeks that I was advised of initially. I need the business to make it right by shipping a replacement to me quickly. I am not willing to pay anything additional for their failure to deliver an undamaged product in a timely manner.

    • Initial Complaint

      Date:08/01/2023

      Type:Product Issues
      Status:
      Answered
      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 stamped face return air grille on 5/22/23 and gave the dimensions for the product on the order form. The grille we received was much larger than the dimensions given. I called the company and they stated the size was supposed to be the dimensions of the air opening and not the actual grille. I have the order form with the dimensions given and also sent them pictures of the actual size and you can clearly see it not even close to the right size. They also staid that this is stated on the website which I could not locate or be told where it was. I was on the phone for almost 30 minutes before they explained this and put on hold several times. If that was a policy I do not understand how the employee did not know the policy. They explained it was a custom order and they could not do an exchange or refund. I am just looking for a return or exchange for the proper size that we ordered.

      Business Response

      Date: 08/07/2023

      Customer ordered the incorrect size, per our measurement sizing charts, but we decided it wasn’t worth fighting over.  He has been refunded.

    • Initial Complaint

      Date:04/18/2023

      Type:Product Issues
      Status:
      Resolved
      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 18x20 return grill from this company, I received a 20x22 return grill, when I called the first time I spoke to a young woman (whos name I will not say at this time) and she said that the 18x20 was out of stock and would process a refund. Well 3 days go by and I called again and spoke to a woman who said that it is non returnable, I told her you sent me the wrong one. She told me to take pictures and send them to **************. I sent pictures holding a tape measure to them showing width and length with the old grill behind it. I received an email saying I measured wrong and you are suppose to measure s**** to s**** so I should have ordered a 16x18. I am a contractor of 40yrs never have I heard such BS. If the old grill is 18x20 and took a 18x20 filter why wouldnt the measurements of the new one be the same. Now I am not only out of money but I am stuck with a product I cant even use. They knew before they shipped it out that they didnt have an 18x20 they sent out what they could just to take my money. Worst company I have ever dealt with and terrible customer relations.

      Customer Answer

      Date: 04/18/2023

      ***************************************************************. *****

      Business Response

      Date: 04/19/2023

      Dear Contractor,

      We are sorry you didnt understand the method our manufacturer uses to measure the size on this grate.  We will refund your account.

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

       

      Customer Answer

      Date: 04/20/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 on January 3rd 2023. Called back two weeks later after no shipping confirmation had been provided by business. Told over the phone the part would ship the end of January. No further communication by the business has taken place and the part has still not arrived. Tried calling numerous times, placed on hold for over 50 minutes by automated system. No live person has picked up the phone. Emailed them at , again no follow-up/information on order has been provided. Requesting part be shipped ASAP or provide FULL refund ASAP. The website said shipping time was 5 business days at time of order

    Southwest Plumbing Supply is NOT a BBB Accredited Business.

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