Southwest Plumbing Supply

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com,There are two different parts listed on our website One comes with the alarm, one does not Either will work with the alarm as described in the description, but can be used with or without the alarm If the Customer wants the one with the alarm, we will be happy to send that unit, however the cost is $more Our website description is accurate, just seems to maybe be a little confusing to this customer The pictures are even different one showing with an alarm one without We would be happy to stick with our original offer of $off and sell it to them at $more than the one with the alarm, that they originally ordered.We all wish there was a Santa Claus, but the reality is, it is illegal to sell products under our cost.Jeff G***plumbersstock.com

[redacted] / Revdex.comLet me start with we apologize,Apparently this has been a big run around Both the Lavatory, (Top Piece) and the Pedestal Base (Bottom Piece) had to be shipped separately It appears we shipped the Top Piece on Friday 11-6-2015, F [redacted] Our Re-packaging department didn't get the Bottom Piece Re-packed and ready for shipment until Monday, 11-9-15, and it was shipped then F [redacted] Both have shipped Our Customer Service Representative was lead wrong by American Standard (the Manufacturer) when she talked to [redacted] earlier, and should have checked into the problem with our shipping department, before confusing the situation further [redacted] has paid for, and was shipped the entire Pedestal Lavatory as ordered, and as described, for the agreed upon price No charge will be made for the confusing additional Bottom Piece discussed with our CSR Lexie He has received the top, and we have tracked the base It is out for delivery todayIn defense of the shipping time, the order was placed on 9-9- It appears it took weeks not months We are working hard with our Manufacturers to bring those lead times down, but as it states on our Website, the 4-weeks is only an estimated lead time, and many products may vary up or down on lead times based upon Manufacturers Situations at any given time We have trained our CSR to answer differently in the future.Linking people with Desired Hard to Find Locally Products, all over the world is what we do.Thank you for the order, and we hope you will recommend us to your friends and family in the future,Jeff G***plumbersstock.com

Revdex.com, Frustrated Patron,Unfortunately, we no longer have access to this particular product The third party vendor that supplies us this product has discontinued supply, and we can no longer get this product That is why we cancelled the order and refunded the money to begin with As for the customer service "girls" they are trained to deal with every situation Some go smoothly, and like in this case some do not They are trained to try and get the customer to stop swearing at them When a customer refuses to stop swearing at them three times, they are allowed the right to have management approve a disconnection That was the case in this communication with this patron We try very hard to fulfill all the orders we get to all the people who trust us with their business, we are not in the business of cancelling orders, however in the terms on our website, we do reserve the right to cancel any order at anytime The customer agrees to this when placing an order When things don't go as planned, we try to do everything in our power to fulfill first, then if we are unable to, we may have to cancel an order The Revdex.com is a trusted source for Customers to go when a company is doing business badly, we believe we are doing everything in our power to fulfill every order as best we can, sometimes we are unable to do that, as in this instance.Good luck finding your product somewhere else, we wish we could have helped.Jeff G***

[redacted] ,We are very sorry for the problems our actions may have caused you If the manabloc was sent to you as a returned item we were unaware of it upon shipping We sell NEW products all over the world, and in our Western States Local territory through store fronts Normally upon receipt of an internet order, our policy is to fill it the quickest way possible Because of this we may pull inventory from a local store front Your order looks like that was required for the quick response requested, and that you paid for We have no idea how that used manabloc got in the box that was sent, but apologize it went to you in that condition Our customer service people are authorized to give any complaint up to $for any reasonable reason given, on any product, but if a product is not returned, they can go no further without a Manager I'm not sure why this was not taken to a Manager at the time of complaint as it should have been Our Manager has been trying to contact you at the original order information given, and we have not been able to contact you today We are willing to offer you a full refund, on this product, even though you are keeping it, because the story is believable, and we understand the problem you may have had in making it work We have reminded our people to check every box if anything is returned, and will hopefully not have this problem with any of our future customers.Sorry for the problem, let us know if this would be acceptable and we will make it happen,Jeff G***

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

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

Mr***,We looked into the inventory issue further from our third party vendor, and they now have in stock (they tell us) Apparently they thought they were not going to be getting them in anymore, but they have gotten them in now, and we are unsure if they will continue to have them past the 4, o,r not My CSM Steve Warby, contacted you yesterday via email, asking if you would like us to still secure one for you, and if you still want one We have had no response from you to date on that The third party vendor we buy this product from is Orgill They are a Master Distributor for Hardware Products We are part of their buying group We obviously cannot control what they say to us, but try to follow the teachings we learned in Kindergarten, where we try and just get along and do everything in our power to be nice, and accepting of everyone, and the answers they have given us If we lived in a perfect world, and every order went perfectly, there would be no need for the good people of the Revdex.comWe have the product relisted now, as there is once again inventory available We do not lie to people, and take offense to that We are a good family owned business who have people and partners working very hard around the clock to take care of our many Patrons needs What would you like us to do?Jeff G***plumbersstock.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com,There are two different parts listed on our website.  One comes with the alarm, one does not.  Either will work with the alarm as described in the description, but can be used with or without the alarm.  If the Customer wants the one with the alarm, we will be happy to send that...

unit, however the cost is $124.82 more.  Our website description is accurate, just seems to maybe be a little confusing to this customer.  The pictures are even different one showing with an alarm one without.  We would be happy to stick with our original offer of $20 off and sell it to them at $104.82 more than the one with the alarm, that they originally ordered.We all wish there was a Santa Claus, but the reality is, it is illegal to sell products under our cost.Jeff G[redacted]plumbersstock.com

Complaint: [redacted]
I am rejecting this response because:I have responded to the email as of 5/27/17, please see attached a screen shot of the email to which you said hadn't been responded to as of 5/30/17, and in fact I am the one waiting on a resolution. Once this is resolved satisfactorily I will accept your response. I am sorry if you are offended by the fact that both you and your customer service reps misreresented the truth on multiple occasions including the most recent communication in which you said you hadn't heard back from me. Facts are facts, pretty black and white.  
Sincerely,
[redacted]

Revdex.com / [redacted],We apologize for the delay in getting the much needed parts for your faucet.  We are a wholesaler who links customers throughout the world with much needed repair parts, and plumbing items, they cannot find locally.  Price Pfister usually ships within 3 business...

days, however it could take up to 10 days to ship depending on their order load.  Looks like it took this order 4 business days, as the order was placed on a weekend.  They did ship your part last Friday the 5th of August via UPS Ground per your requested shipping method.  The Tracking number is [redacted].  I have tracked it this morning, and it shows that it will be delivered to you by end of business day on Thursday August 11th.  Please accept our apology's that the Manufacturer did not move quite as fast as you had expected.  I have checked with our Customer Service Department, and we were unable to locate your complaint through email, or a record of your phone call.  They will be contacting you this afternoon in person to see if there is anything we can do further for you. Do you know who you spoke too?  We are working hard to improve our Customer Service to better suit our customers needs.Once again sorry for the delay but your item has shipped,Jeff G[redacted] ext [redacted]

Revdex.com, This is a hard one.  Our Website says 4-5 weeks, and it has said that since before he placed the order.  The last one we had in stock was sold on 10-31-16.  At that time it would have changed to 4-5 week lead time until more stock was received.  We are sorry he felt it...

should ship earlier, but we do not have stock on this item, and our manufacture builds this part after the order is received.  He talked to three of our Customer Service Representatives, was very rude, and swore at each of them.  We tried to expedite this, as our policy is to just take a loss on this type of customer to try and please them.  There was no pleasing him in this instance.  After we told him we would cancel the order, as we could not meet HIS Expectations, he hung up on our CSR Lexie.  We cancelled the order.If our website said it would ship in 2-3 days or whatever he thinks, we don't know how that could have happened, and don't believe it did say that.  Please have him show any kind of proof saying our website said that, and we will take the bad review lying down, as there would have to be a major problem with our system, that we need to figure out how to fix.  I looked before filing this answer and it says what it should say.  4-5 weeks.Wish we could have helped, but we have limitations just like everyone else,Jeff G[redacted]plumbersstock.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted] / Revdex.comLet me start with we apologize,Apparently this has been a big run around.  Both the Lavatory, (Top Piece) and the Pedestal Base (Bottom Piece) had to be shipped separately.  It appears we shipped the Top Piece on Friday 11-6-2015, Fed-Ex [redacted].  Our Re-packaging...

department didn't get the Bottom Piece Re-packed and ready for shipment until Monday, 11-9-15, and it was shipped then.  Fed-Ex [redacted].  Both have shipped.  Our Customer Service Representative was lead wrong by American Standard (the Manufacturer) when she talked to [redacted] earlier, and should have checked into the problem with our shipping department, before confusing the situation further.  [redacted] has paid for, and was shipped the entire Pedestal Lavatory as ordered, and as described, for the agreed upon price.  No charge will be made for the confusing additional Bottom Piece discussed with our CSR Lexie.  He has received the top, and we have tracked the base.  It is out for delivery today. In defense of the shipping time, the order was placed on 9-9-15.  It appears it took 8 weeks not 3 months.  We are working hard with our Manufacturers to bring those lead times down, but as it states on our Website, the 4-6 weeks is only an estimated lead time, and many products may vary up or down on lead times based upon Manufacturers Situations at any given time.  We have trained our CSR to answer differently in the future.Linking people with Desired Hard to Find Locally Products, all over the world is what we do.Thank you for the order, and we hope you will recommend us to your friends and family in the future,Jeff G[redacted]plumbersstock.com

[redacted],We are very sorry for the problems our actions may have caused you.  If the manabloc was sent to you as a returned item we were unaware of it upon shipping.  We sell NEW products all over the world, and in our Western States Local territory through store fronts.  Normally...

upon receipt of an internet order, our policy is to fill it the quickest way possible.  Because of this we may pull inventory from a local store front.  Your order looks like that was required for the quick response requested, and that you paid for.  We have no idea how that used manabloc got in the box that was sent, but apologize it went to you in that condition.  Our customer service people are authorized to give any complaint up to $40 for any reasonable reason given, on any product, but if a product is not returned, they can go no further without a Manager.  I'm not sure why this was not taken to a Manager at the time of complaint as it should have been.  Our Manager has been trying to contact you at the original order information given, and we have not been able to contact you today.  We are willing to offer you a full refund, on this product, even though you are keeping it, because the story is believable, and we understand the problem you may have had in making it work.  We have reminded our people to check every box if anything is returned, and will hopefully not have this problem with any of our future customers.Sorry for the problem, let us know if this would be acceptable and we will make it happen,Jeff G[redacted]

Mr. [redacted],I was unaware this was not resolved months ago, I have had our customer service people send you an additional return label to the email address we were given on the original order of:  [redacted]  If you do not receive this return label today, please feel free to contact me further.  I apologize again for the confusion on this product, and hope that you will not hold it against us in the future.  You will be given a full refund upon receipt of the product back to our returns department.Thanks for choosing plumbersstock.com,Jeff G[redacted]

Revdex.com, Frustrated Patron,Unfortunately, we no longer have access to this particular product.  The third party vendor that supplies us this product has discontinued supply, and we can no longer get this product.  That is why we cancelled the order and refunded the money to begin with....

 As for the customer service "girls" they are trained to deal with every situation.  Some go smoothly, and like in this case some do not.  They are trained to try and get the customer to stop swearing at them.  When a customer refuses to stop swearing at them three times, they are allowed the right to have management approve a disconnection.  That was the case in this communication with this patron.  We try very hard to fulfill all the orders we get to all the people who trust us with their business, we are not in the business of cancelling orders, however in the terms on our website, we do reserve the right to cancel any order at anytime.  The customer agrees to this when placing an order.  When things don't go as planned, we try to do everything in our power to fulfill first, then if we are unable to, we may have to cancel an order.  The Revdex.com is a trusted source for Customers to go when a company is doing business badly, we believe we are doing everything in our power to fulfill every order as best we can, sometimes we are unable to do that, as in this instance.Good luck finding your product somewhere else, we wish we could have helped.Jeff G[redacted]