ComplaintsforSouthwest Plumbing Supply
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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 response
04/18/2023
***************************************************************. *****Business response
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 response
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
03/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
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 atInitial Complaint
05/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
NOTE: plumbersstock.com is the same company as Southwest Plumbing Supply (http://www.swplumb.com). I originally ordered 98M81 Heat Exchange direct from Plumbersstock.com on 13 DEC 21 for approx. $380 (included tax and shipping). On 20 DEC 21, I received an email stating it was Back-Ordered. I then waited 36 days for the item to become available, only to be told on 11 JAN 21 that it came in, but they need another $450 for shipping. Ultimately, they WOULD NOT HONOR the original purchase price. I did not have heat this past winter and had to buy space heaters so the plumbing wouldn't freeze. I said that I was going to report them to the BBB for false advertising and not honoring the original sale price. They said, well, since you're not willing to pay the extra $450, we can't ship it to you, but we'll send you a $50 gift card for your trouble. On 27 APR 22, I saw it was available on eBay (plumbersstock) for $355.29 plus tax, including free shipping, and it was advertised as on-hand w/ a delivery date of 10-13 MAY. I called plumbersstock the same day to confirm availability and the operator confirmed availability and suggested to order thru eBay. I ordered it 28 APR 22 and 7 days later they Cancelled the Order, stating the reason as it's out of stock. I called their customer service and asked why they cancelled it, they said it's out of stock. They WOULD NOT HONOR their sales price again, and would not offer any sort of compensation. As of 6 MAY 22, it's still advertised on eBay for $355.29. I called their "sister" company, Southwest Plumbing Supply, and they stated that they NEVER have the item in stock and ALWAYS have to order it. I asked how long it would take to get, and was told 3-5 business days. After I explained the details of who I was and that I tried to order it 2x already, they said it would take 3-38 days, and cost about $600. Since my HVAC unit is a combined system, now I don't have AC from my HVAC unit either.Initial Complaint
03/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello I purchased a Toto *************** Aimes One-Piece Elongated Toilet, 1.28 GPF from Plumbers Stock through ebay for $795.64 on January 28th and received it on February 4th. My shipping/receiving crew advised me that the toilet was in perfect condition of course they only removed the top lid and made sure it was not broken. I am finishing up construction on my house and the plumber that is installing everything for me came to my warehouses to pick up the 5 toilets to have them installed. Before they were lifted on his truck with a fork lift he revised each toilet and this one had a crack right under the seat. Unfortunately the reputable plumber said that there is no way this toilet could ever function properly because there is a risk that the toilet would end up completely cracking and cause injury to whomever sat on it. The plumber also mentioned that this crack did not happen while it was in route this was a crack that is easy to conceal by the toilet seat on top of it and also it was packed perfectly with foam surrounding the rest of the toilet so this crack came from origin. I am truly upset because this toilet was not cheap and I had no idea their return policy was 30 days if not I would of definitely planned to have the plumber come sooner. I then requested ebay's help and a case was opened and to my surprise this morning I had an alert stating my case was closed by Plumbers Stock and yes Plumbers Stock got away with it because of their 30 day return policy which I was not aware of and the return was then closed. I asked for a refund and I can ship the toilet back to them but no reply. I work hard for these nice luxuries that I am able to afford but I feel completely ripped off by them. I left negative feedback and I decided to file my complaint with BBB because this is definitely not fair.Initial Complaint
05/04/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 12/14/2020 I placed an order with PumbersStock for new Evaporative cooler media. Product dial 3453 12'' Rigid Media - order #******** - for $125.46 including shipping. The product arrived a month later and I kept it in storage for the spring when I prepare the cooler for the summer. In early April I installed the product, serviced the cooler and run it. The house was immediately full with bad smell. My wife and son were not feeling well. I thought it came from a bad belt slipping. I replaced the belt and run again after two days of airing the house. Again very bad smell. Finally I tried the old media. All is well... I called the company and explained. They asked why I waited so long. I explained. They said - there is 30 days limit on returns. Asked to talk to a supervisor, was told they are busy. They added the product is odor-less. Asked if they can call me, was told the supervisor will call in the next day. That was over a week ago. The smell is clearly in the media.Business response
05/04/2021
Frustrated Plumbersstock Customer,
Unfortunately, we only sell products. We do not install product. However we are taking it one step further in this case in an effort to help you. We have talked to industry professionals about your problem, and this is the advice that we have for your situation. When the pad was replaced, it was recommended that you vacuum all debris from inside your existing water reservoir. Stagnant water will give off a fishy smell, and the dirt, and silt pumped up from your reservoir will get caught in the new pad, as it is absorbing the water, thus causing a cooling effect in your home, when the air is passed by. If the pungent smell is coming through, professionals suggest you spray out the new pad to try and get the debris out of it, that you have now pumped into the new pad, and then reinstall with fresh water and a clean water reservoir. Dial makes a cake, that you can also find on our website, to try and stop the smell as well. The old pad, isn't holding any water, thus no smell. The water is falling directly through. It will also not cool well in the summer. As the owners of Plumbersstock.com, we feel we have done our job as best we could. We sold you a product, and you received it in a timely manner, and it was the correct product. Dial's warranty is 30 days, from date of sale, if installed. This is a replaceable degradable item, so there really isn't anything we can do further. You can complain to the BBB and extort us into giving you your money back, but ultimately, we did our job. You ordered a product, manufactured by Dial, and you got that product timely. If installed incorrectly, or past the warranty period of the manufacturer, there is really not much we can do.
We are a family owned company based out of Utah, just trying to make a living and be able to feed our kids, and send them to schools, and provide a living for our 500+ employees based all around the world. We connect end users with manufacturers all over the world. Our service is excellent, and we take pride in our work.
How can we help you proceed from here?
Jeff G****
Owner / Vice President
Business response
05/12/2021
Dr. ****** *****,
I don't understand, you are rejecting an offer of 100% refund? Guess I can't help you. We are willing to go no farther.
Good Luck Moving Forward,
Jeff G****
Owner / Vice President
Plumbersstock.com
Customer response
05/13/2021
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.Mr G****,
Please accept my apology. I did not notice your generous offer and I gladly accept it.
I can contact you directly - glad you are not storing CC info.
I am also happy to send the product back if you are interested.
You can write me directly at ************** or I will call your office tomorrow.
Sincerely,
****** *****
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
15 total complaints in the last 3 years.
4 complaints closed in the last 12 months.