The Renovator's Supply, Inc.

I ordered two items from renovator's supply on 12/21/14. One item was available and the other was out of stock. It said on the website that they would immediately send the item out to me followed by a separate shipment of the out of stock item which would be available to me on 1/4/15. As of 1/13/15 I have not recieved either item. I also just learned that the out of stock item will now not be available to be shipped until 1/27/15. I never would have ordered had I known this. I called "customer service" today and was on hold for 5 minutes before anyone picked up. I shared my experience with the person on the line who said this occured due to technical difficulties. Never even apologized or offered to do anything becuase of their screw up! And, to top it off, I had to pay for shipping and an additional fee for "handling". And then she hung up on me! Unbelievable! I shouldn't have to pay for their "non handling" of my order. I am very disapppointed and will not do business with them again. When reonovating a house, one needs items to show up when promised as this is key for scheduling tradesmen, etc. Renovator's supply failed on all accounts.

Contacted the company by phone about a product (a custom toilet seat), the customer service rep explained the product as being round in shape not oblong. I called because the same thing has happen before, I saw the comment on [redacted] site under reviews. That is the reason I called before I ordered, when I received the product it was oblong in shape, I called the company. The service rep ([redacted]) was[redacted] and said that they do not offer returns when the product is wrong. I explained I had called before I ordered and the person give me the shape of the product. I mentioned the comment on [redacted] from another person about the same item. [redacted] said she couldnt do anything, I asked if she would check with someone under the circumstances. I received the follow email:Spoke to the parts department, and they said that they would not send out a return label because the website states the size of the toilet seat and clearly does not state anywhere that it fits a round sized toilet bowl. The website also states that the toilet seat may not fit some name brand toilet bowls because these toilet seats are specifically made for out toilet bowls. I am sorry for the inconvenience and trouble it has caused you.To my understanding after building or remodeling 6-7 houses a toilet is either round or oblong. I like the comment that the toilet seats are specifically made for out (our) toilet bowls. I would be interested in what type of toilets they carry.To add to the problem, there was no packing slip in or on the box. The notification to my email address was from a company that I all most deleted because I had no idea who it was, Norton Shopping???? So to date, I have request return information from the Rep ([redacted]) and have not received.Product_Or_Service: Toilet SeatOrder_Number: XXXXXXXXDesired SettlementTo be able to return the product at no charge and receive a full credit.Business Response We are sorry to hear that the toilet seat did not fit the customer's toilet but will be happy to assist in this.The seat may be returned. All customers have a one year to return the products. After 60 days there is a restocking fee. The return shipping is at the customer's expense as the seat was not defective and as described. Customers agree to the terms and conditions on the website before orders are placed which explains this. Below is a copy of the terms and conditions return section. Returns are processed in 1-3 business days after they are received back. Customer was informed that a return label would not be sent but that she could return the product. This email stating she could return was sent on [redacted] at [redacted] in response to the email received from customer on [redacted] at [redacted] Email that was sent is below. "I am sorry to hear this, and sorry for any misunderstanding. All you have to do is just return it in the original packaging, and you can just write on a piece of paper why you are returning it. The return address is: The Renovator's Supply, Inc. Renovator's Old Mill Millers Falls, MA 01349 Tel (800) 659-2211 Fax (413) 423-3800 If you have any other questions you can email me back."The account for the customer was pulled up and there is no record of her calling in regards to the seat prior to ordering. The order was placed on [redacted] and what was ordered was shipped on [redacted]The toilet seat does state on the product details that it is not a round toilet seat, Adjustable but not recommended for adjusting on standard US toilets, and may not be compatible with other brand name toilets. A link is below to the products description. The products specifications page also indicates next to Compatible that it may NOT be compatible with other brand name toilets. Link to the specifications page is below as well. We carry Renovator's Supply Inc. items. We do not carry other brand name products.http://www.rensup.com/Details.cfm?pid=16357&CFID=24734637&CFTOKEN=20206...⇄ must be made within 60 days of our shipping date. Items must be returned postpaid (C.O.D. returns not accepted), in unmodified, saleable condition. Warranties will be null and void for items not in their original condition that have been modified or not in saleable condition. Custom orders are not returnable. If an item does not perform satisfactorily, return it under term of our guarantee. Returns may be made by properly packaging and shipping the returnable merchandise WITH A COPY OF THE PRINTOUT YOU RECEIVE WITH THE ORDER, along with any additional information that will help us process your return quickly. Direct questions to the Returns Department by mail or phone 800-659-2211 or 413-423-3300. 15% restocking fee charged on items returned from 60 days to 1 year of shipping date.SHIPPING CHARGES AND HANDLING FEES ARE NON-REFUNDABLE.RETURNS SHOULD BE SHIPPED TO:The Renovator's Supply,RENOVATOR'S OLD MILL,MILLERS FALLS,MA 01349.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not read every detail on the measurements but I did ask about the complaint on [redacted] from another customer stating the same problem, that he requested a round seat and received an oblong seat. This is why I contacted the company to ask the question if the rep had told me that the seat was a very special size, only to fit there toilets, I would not have ordered. About the return I could not find an address on the web site nor was there a packing/invoice receipt included in my shipment. I had to call the company for return address information and I asked the rep how I should return and she stated UPS. When I took the box to the UPS center, the lady said, this is not a good address (the address I was given by the companies rep), the lady at the UPS center had to look it up so I hope I send it to the correct address since that seems to be a problem also. With multiple problems with this company I feel they should return my shipping costs and I have not received a credit on my credit card yet.Final Business Response We are sorry that the customer is not happy with the item but as soon as we receive the return the refund will be processed. Refunds take 1-3 business days for a refund. The address for the company is listed on the website under the contact us tab. http://www.rensup.com/ContactUs.cfm and it will also be listed on the return form (reserve side of the invoice). The order was placed on www.rensup.com and on the item details and product specifactions it does state it is not a round toilet seat with the measurements of the toilet seat. Amazon also lists that it is not a round toilet seat in the items description. The toilet seat may be returned with any shipping carrier as we accept deliveries from all carriers.