We could pretend to you that we never have problems, errors or delays but that isn't possible (and certainly not true) when we do the very large volume of sales that we do.
We have been shipping to hundreds of thousands of customers since 1995, and so even with our less than 1% error/dissatisfaction rate it still means that we have had hundreds of problems/errors and it saddens us to say (but it's a fact), but we have not always met every expectation or our super high standards and goals.
We care and when a problem does occur, we immediately do whatever is needed to correct the situation.
Below are some notes from customers (previously not impressed with us.....but now are very happy) who had some type of problem with their order or product. ALL of our customers below have given us written permission to not only show their comments but their name, city and state as well.
The below customers initially experienced a problem with their order. After they saw/ experienced how we dealt with their problems, they wrote us these unsolicited compliments (and then gave us written permission to show their comments and names). We are proud not only of our service, inventory levels, responses, pricing, etc. but also how we deal with and treat our customers should they (unfortunately) experience a problem (rare but it does happen).
If we make a mistake we will take care to deal with the error promptly and treat you right.
"In today's world of 'it's not my fault' it was so refreshing to finally get a response that led me to believe all would be taken care of in a professional manner. We are always promised that, but it isn't often that someone follows thru on that promise. It is refreshing to get such great customer service."
- Paul Mattes, North Palm Beach, Florida 33408
"The measure of a company is not how it performs when things go right but when things go wrong...The first unit I ordered, was dead on arrival. I reported it to PlumbingSupply.com® and its customer service rep quickly helped me get me a second unit via 2nd day air. This unit, unfortunately quickly developed a defect after it was installed. Blame the manufacturer - Not PlumbingSupply.com®. Using PlumbingSupply.com's® web site, I found a similar unit from another manufacturer. The order arrived on time and in good shape and works great. Meanwhile, PlumbingSupply.com® pounded on the original manufacturer to get me a credit. I couldn't ask any more of a vendor. They were friendly, efficient, and fair in their dealings with me. I highly recommend them."
- Charles Marshall, Nashville, Tennessee 37215
"I would like to express my gratitude on a job done extremely well. I placed an order that had a defective part and it was replaced very quickly and professionally...Integrity is a thing most scarce in companies lately but that's not the case with PlumbingSupply.com®!"
- Raymond, Dallas, Texas 75215
"Not only did you help me correct a mistake that was mine but made it easy to do so...I just wanted to tell you that it is companies like yours that I have faith in to help turn the economy around."
- Scott McAulay, Fullerton, California 92833
"I appreciate your customer service!!!...My first order came and the color didn't match. Whoever was on the phone was so courteous and kind and the returns and the new product was shipped promptly. In fact, you guys even apologized that the second product was backordered!! Imagine that...I will always come to you company first for any of my plumbing needs."
- Gail Lyons, Malborough, Massachusetts 01752
"...You folks handled our problem very well, and made us comfortable working with you in the future. The kitchen design firm we've been working with recommended you, based on other customers of theirs having had a good experience with you. So did we....Thank you very much for your excellent service"
- Erik Sabina, Denver, Colorado 80210
"Just wanted to tell you that all of you were a pleasure to do business with. You were always on top of things and always so courteous; so glad your company came up when I googled looking for help! You are the best."
- Patricia Oines, Staten Island 10308-2736
"I received the replacement item on Saturday. It came practically in the next day. I appreciate the great customer service Plumbing Supply offered and the quick turnaround once the replacement was noted. Thanks again for the follow up."
- Henry Kung, New York, New York
"Thank you for your phone call, email and very professional handling of this.
All of us occasionally have a problem with a product or service, and we appreciate your prompt response. Thank you....You guys run a professional operation and we appreciate your ethics."
- Brenda Hamilton, Goodyear, Arizona 85338
"The problem is solved......Thank you for your excellent customer service! It is companies like yours who make it a pleasure to order merchandise online."
- Lynn Lobb, Denver, Colorado 80127
"When I got the wrong part all I could think of was what a hassle it was going to be to get the right one......Praise be to PlumbingSupply.com®...I worked in customer service for a while and I remember that sometimes the most loyal customers were the ones who had some kind of problem and it was how it was resolved that really won them over.....I was so happy...thank you."
- Jonathan Foust, Brookville, Indiana 47012
"You are great company to do business with and you have a very good website."
- Walter Phelps, Williamsville, Vermont 05362-0076
"I am very happy with your 'customer/ problem resolution service'. As soon as you were aware that I had an 'urgency problem'....,you immediately took it into your hands
and came up with a solution....Thanks so much!! I wish you much success in your business."
- Karen Fleming, Virginia Beach, Virginia 23452-4630
"In spite of your detailed website, I made a mistake in ordering the toilet seat. However, your return and exchange procedures made it very easy to rectify my mistake."
- Bill Daniel, Wichita Falls, Texas 76308
"... What a refreshingly honorable thing to do! You'll continue to get my business."
- Tim Kessel, Clarkdale, Arizona 86324-2517
"...I'll admit when I realized the wrong parts had been shipped, a dread came over me wondering what kind of hassle it was going to be to get it straightened out. We build pumping skids and I buy all kinds of equipment and hardware from many vendors. This was as painless and easy to make right as I've ever come across-absolutely no hassles at all.....Great service!"
- Michael Cofer, Tucker, Georgia 30084-5017
"Your company has really handled my problem with the utmost professionalism. I appreciate doing business with a company that takes pride in satisfying their customers."
- Donna Anderson, Islamorada, Florida 33036-4221
"Rest assured I, and my friends, will use you for all future orders, and again, I thank you for your efficient and fair way you handled this problem.
It's refreshing to deal with an organization that REALLY has the customer at heart. Hoping to do business with you in the future."
- R. E. (Ed) Smith, Lake Stevens, Washington 98258-8668
"...There is no need to apologize for a 'mistake' like that... I want to thank you for doing an excellent job of informing me through the entire process. It is nice to know this day and age that there is still a company that cares about their customers and doing their job professionally... It is a pleasure doing business with you and should I need plumbing supplies in the future, you can rest assured your company will be the first one I contact...I have had dealings with companies (not necessarily all plumbing companies :-) ), both on-line and off-line and your team demonstrated more professionalism through email (no easy task) than some people you meet face to face."
- Michael Barton, Hamilton, New Jersey 08619-1369
"I am impressed with the way your company is handling this. I believe strongly that when a company does a good job, people should know about it.
Take all the credit you deserve!"
- Richard Sbeglia, New York 10021
Your privacy is VERY important to us so please note: EVERY customer that is shown here or elsewhere on our site has given us written permission to quote him or her and display their information on our site. We will NOT quote you unless we have your written permission, and as with all of our customers, we will NEVER give, share or sell your e-mail address to anyone!
"...I was genuinely impressed with the polite and efficient response from your staff and the subsequent follow ups. Yes plural.... I want to thank you and your staff for the professional way my order and satisfaction was handled. You said what you would do and did more than you said. Most of all it was the right thing for this customer....I wish you all the continued success and your company has the metal that great companies are made of. Congratulations. P.S. - I have over twenty-five years in the management and the building of service and support business...you're tops."
- Robert Perks, Lighthouse Point, Florida 33064-7268
"First of all, let me say what a pleasure it has been dealing with you and your company concerning the damaged sink; and also in the ordering and delivery process as well of both items. We can't thank you enough for the manner in which you have handled the processing of the return....We greatly appreciate you shipping a replacement sink to us so quickly...Thank you so very much for your efforts in this matter...We are very satisfied customers."
- Richard Dottie, Baton Rouge, Louisiana 70818
"Thank you again for your follow-up regarding my original order including information on re-ordering the correct part. Also, thank you to Tony for his prompt telephone call leaving a voicemail regarding my options for reordering. Hopefully, UPS will be able to provide service as quickly and efficiently."
- Sean Hornbrook, Kirkland, Washington 98033
"Thank you very much. It has been a delightful experience doing business with you folks even though we had this problem....it was real nice to stumble upon you folks...I have book marked your site for any future needs."
- Al Donaldson, Groton, Massachusetts 01471-0001
"The sink was indeed retrieved by UPS......I want to thank you and your organization for all your wonderful service.....Keep doing this and you can not help but to succeed."
- Ron Rogers, Middleton, Wisconsin 53562
"Years ago when I was doing extensive remodeling I enjoyed being able to go into the opened store to ask questions, of people that could give me answers on the proper way to do something or give me their insight why one item was better than another. Now though, one can get information, but a lot of times you don't get good information at a box store. For customer service alone, I prefer talking to someone that is qualified and someone that can give you hands on advice. Thank you."
- Henry Moody, Oroville, California 95966-5215
"This is not your fault...It's how the hitches are resolved that separates the winners from the losers - you guys (used without gender reference of course) are outstanding...You set up a simple procedure, quickly and efficiently... Next time I need anything plumbing, you're IT!!."
- John Powell, (while in Kaunakakai, Hawaii 96748) he states that his residence is in Costa Mesa, California
"You have no doubt convinced me you are a good company and back up your word. I will be ordering from you again. Nice job, and thanks again."
- Ken Hopper, Springfield, Illinois 62707-8473
"Thank you very much for all your work. You stayed on top of the situation and worked with me until the end. Thank you..."
- Kelly Carden, Blue Mounds, Wisconsin 53507
"...you handled the complaint from a dissatisfied customer very appropriately. You will hear from me again as the occasion demands. Kudos."
- Franklin Drucker MD, Santa Monica, California 90404-2602
"Thanks so much for following up with me. I tried finding the part I needed at the various big box stores but nobody carried what I needed, even online, so I took a chance on you. I was worried about whether I'd order the right part but you followed up personally to make sure my order was exactly what I wanted. The part is in and my wife and I couldn't be happier! Thanks so much."
- Robert Hahn, Cincinnati, Ohio 45206
"The service I received was the quickest, most professional and all around best service, from the original order to the steps taken to correct the wrong part being sent. Thank you again for everything that was done... I really do appreciate this and you guys are probably the best customer service in the world!!"
- Jonathan Hancock, Carthage, Indiana 46115-9786
"Thank you for the quick reply and prompt resolution of the problem. I am really amazed by your great customer service and will recommend your site to any of my friends who needs plumbing supplies."
- Mr. C. O., Jacksonville, Florida 32246-8274
"Thanks, I understand the mistake, one number difference.....You have a great service, keep it up."
- Mr. D. O., Folsom, California 95630-1538
"I very much appreciate the service and response!! Very nice to work with a company over the Internet that tries to do what is right!!
...All-in-all, I would rate my experience with you as very good and will look to use you in the future as we need plumbing 'stuff'. From what I see, you've a right to be proud of your company!"
- Rick Garrett, Spokane, Washington 99206-5952
"Thank you very much for the excellent customer service. Shopping online as I do, I deal with many different merchants and in my experience, not everyone really grasps the concept of "customer service". It's very refreshing to have found a merchant that does. I will definitely spread the word, whenever and wherever I can... Thanks again for your prompt attention to my issue. I will not likely shop anywhere else for future plumbing needs. But I believe that decision was made already, after my initial experience. New it's cast in granite...so to speak..."
- Glenn Sopher ("A very satisfied customer"), Downers Grove, Illinois 60515-2908
"While there was a little mix up on the initial order, I want to thank the staff of PlumbingSupply.com® for not only expeditiously correcting things but also for taking extended time to ensure that I could find what I was looking for. You won a loyal customer."
- Thomas Derr, Mechanicsberg, Pennsylvania 17050
"The 115V pump version of the pump arrived safely yesterday, just ahead of the blizzard. Thanks for the return UPS label and the quick and considerate rectification of the original shipping error."
- Peter Kindlmann, Guilford, Connecticut 06437-2165
"Through no fault of yours, this order has turned out to be kind of a PITA. In all fairness, it is an odd and obscure piece...But I must say that I am truly impressed with your professionalism and excellent service through it all. You've kept me up to date, communicated well and often, and stayed on top of it. I really wiSh that everyone did business like you, seriously, because even dealing with difficulties with you guys is easy and satisfying. Thanks for the quality!"
- Matson, Tor, Albuquerque, New Mexico 87105
"The replacement arrived today and is correct....I am extremely impressed with the service...and to take care of a problem. Thank you very much for fixing things so well. I truly hope we can do business again in the future."
- Ray Richardson, South Charleston, West Virginia 25303-1821
Your privacy is VERY important to us so please note: EVERY customer that is shown here or elsewhere on our site has given us written permission to quote him or her and display their information on our site. We will NOT quote you unless we have your written permission, and as with all of our customers, we will NEVER give, share or sell your e-mail address to anyone!
"Despite the fact that there was a mix-up in my order, your quick response to fix the error was greatly appreciated and I will be happy to order from you again."
- Barbara Lawrence, Flower Mount, Texas 75022-5541
"Thanks for your great customer service. It is quite rare these days! It's nice to see an owner as interested in the day-to-day operations and not just the bottom-line. They both are tied together yet too few recognize the direct relationship...and look forward to doing business with you again soon."
- Barry Hubbard, Kalaheo, Hawaii 96741-9734
"I'd like to thank you very much for the prompt attention. The corrected part is working fine. It is a pleasure to find a business that truly helps it's customers- getting it right. Thank you."
- Ernest Ailor, Apache Junction, Arizona 85119-8546
"Thank you very much. I appreciate your help in unsnarling this mess-up."
- James Faust, Baton Rouge, Louisiana 70808
"Based upon my customer service experience with you, I will refer potential customers to your company."
- Rick Easley, Suwanee, Georgia 30024-1860
"I think your organization responded well to shipping the incorrect part. Thanks."
- Duane Kaufman, Hollandale, Wisconsin 53544-9354
"Wow! Less than 24 hours after sending my original email I received a call from a gentleman named Kurt. He was very polite and professional...I actually didn't expect any particular action, I just wanted to complain about the flawed seat I'd received. Needless to say I'm very impressed with your service and willingness to resolve the problem. Thank you!"
- Nancy Cramer, Bel Air, Maryland 21014
"In a world where nothing ever seems to go right, it is so unusual and refreshing to get involved with a company that sees something through, no matter how minor, all the way to the end with such diligence... I'm impressed... The communication was superb along with the attention to detail... If all customer service were as good as yours, there would never be problems. Thanks again for a great customer experience."
- Laurie d'Ault, Wyandotte, Michigan 48192-6010
"My shopping experience couldn't have been easier. I am replacing my tank water heater with a tankless one. The descriptions and suggestions were very helpful. I found what I was looking for and the price was better than expected. I will be recommending you to friends and relatives."
- Jesse Price, Hyattsville, Maryland 20784-1439
"Thank you for your prompt and perfect service! I was so impressed with your service that I forwarded your company name and contact information to my own plumber!"
- Jean Shepherd, Petaluma, California 94954-2546
"Again - excellent customer service - rare these days. Thank you so much!"
- Joyce Mogel, Lenexa, Kansas 66214-3612
"I am impressed not only that you read the survey comments so diligently, but that you also take the time to respond in detail. I understand your rationale; it is just a little aggravating to be paying $10 for shipping... On the other hand your order processing and shipping are so good and fast (got the parts in a couple of days), that it is hard to begrudge you the extra charge. I appreciate your good customer service!"
- Jim Mannos, Los Gatos, California 95032-1829
"Linda did an EXCELLENT job providing quick and thorough answers to my questions about replacing an obsolete flapper for a Gerber Mirage toilet. Although PlumbingSupply.com sent me the incorrect part initially, you rushed me the correct replacement flapper for no charge, immediately and I installed it with your excellent help. You do a superb job... Keep up the amazing work you do!!!"
- James Holcombe, Marion, Iowa 52302-6801
"Your staff was so helpful. If they didn't know the answer they found it for me."
- Camille Fetterhoff, Kenmare, North Dakota 58746
"Understanding that some of your products are for outdated items, you were extremely careful to guide me throughout the product/color selection process. Enjoyed my recent experience; I've been researching the purchase for my mother who lives in South Carolina, 850 miles from where I live..."
- Bill Champion, Garrison, NY 10524
