"I wish I could say I wish I hadn't read the reviews before ordering at this company, but sadly I had and still continued to proceed with my purchase. My experience with Plumber Surplus was definitely one of the worst I have had with a retailer. Please heed not only my advice, but the numerous consumers below me and STAY AWAY FROM THIS COMPANY. Initially it appears to be a legitimate business, but start any sort of transaction or communication with PS and you'll soon realize the website is a joke.

My experience began when I needed to order 2 Ea. of an Oasis P16FAWHDCP Water Cooler. After sourcing the product at several other places, I found that Plumber Surplus actually had the best pricing on the unit. I suppose this should have deterred me, but I proceeded with ordering two at around $1500 (Their advertised price). A month went by and I still hadn't seen the coolers or heard anything from the company (I knew one was backordered so I wasn't too concerned) so I checked my order status on the website. To my dismay, my order was cancelled with out any notification at all. I immediately started a chat with Aaron (Who is not a supervisor according to him) and he told me that the order was cancelled due to updated pricing. I then checked back on what the coolers were listed as and I found they were selling for the EXACT same price I had originally purchased them at.

Aaron confirmed that they were indeed the same price and had no clue why they would have canceled my order. (My guess was that since they had to order on additional cooler in they realized they would not profit selling both to me at the lower price). He told me to just go ahead and attempt to order the Water Coolers again so I complied. Well I check the next day and my order is cancelled again! I chat with Aaron again and he now tells me that the price is being updated again (Will be $1800 now) and I could no longer order the product until the update is complete.

So a month after the order, not only am I without the two water coolers I ordered twice, but I can no longer order them from PS and when I can they will be at a higher price than I ordered them at. I understand their ToS state that they reserve the right to cancel and alter orders at their discretion, but you all have to agree with me that this is HORRIBLE business practice. After originally cancelling my order (with no email or anything sent to me) they neglected to update the price and advertised a product they can't sell me (Even after Aaron told me to order again). The least PS could have done is honor the price or offer me a discounted price or even tell me the truth to begin with. Instead Aaron was rude, had horrible customer service, and was unable to assist me, the consumer, with a simple purchase.

Needless to say, I will happily buy this product from another website and take my business elsewhere. Aaron, and PS, your lack of trying to make this right by the customer has not only lost you the fees in Credit Card transactions / returns you must have had to pay, but a continuing reseller business that I work for. If anyone is still reading this DO NOT BUY FROM PLUMBER SURPLUS. YOU CAN CLEARLY SEE THAT THIS IS NOT AN ISOLATED INCIDENT AT ALL. ME AND NUMEROUS OTHERS HAVE HAD THE EXACT SAME EXPERIENCE. THEY CANCEL ORDERS UNEXPECTEDLY, THEY ADVERTISE FRAUDULENTLY, AND THEY DO NOTHING TO PUT THE CUSTOMER FIRST.

-4/100. Would never order from here again."

"Where to begin...first of all I wish I had read all the reviews BEFORE I ordered from them!!

I ordered a vanity and mirror, which both my husband and I loved (we saw it at Home Depot but it was on back order.) When I came to their site (after a LOT of searching for the specific vanity), I was extremely pleased to see they had it (or so I thought.) I ordered the items (even though it was much more expensive than Home Depot) because I thought they were in stock.

I then found out a day or two later that the items were "back-ordered," however when I called them they said that it would be in stock sooner than the date I got from Home Depot. The date came and went and it was still "back-ordered." I called again and was sent an email stating that it was expected back in stock on 9/6/12. I then decided to pursue the Home Depot route again because our bathroom was sitting unfinished.

On 8/14 I checked the status and it still said "back-ordered" and Home Depot had the item in stock. I then chose the option to cancel the order from PlumberSurplus.com because it was still "back-ordered." I also called PlumberSurplus.com to find out when the credit was going to post to my credit card and they said it would take a day or two after the cancellation was "approved."

I looked online later that night at my PlumberSurplus.com order and now saw that it was in a "shipped" status??!! How could this happen??

Now they will not allow me to refuse the order and receive a full refund (I have to pay a 20% restocking fee.) This place has the WORST customer service EVER!!! This was their error, not mine, however I have to pay for it!!"

"Terrible customer service, I was sent the wrong faucet which cost me more money and time,, plus more labor charges from the plummer. PlummerSurplus would not refund the difference and wanted me to pay for return shipping as well as a 20% restocking fee for their mistake.It was a simple customer service issue but since I already paid,their attitude was "tough luck, were sooo sorry.." .Beware of these guys, they really don't give a crap so its 50/50 if you get the right merchandise and resolving an issue is 0%"

"We bought a Schlage entrance handleset and it was delivered within a week.
Unfortunately, we made an error and could not use the one that was sent to us. We talked to Kathy at PlumberSurplus and she helped us find the correct set and it was mailed and received within 5 days. We returned the other handleset and we were credited within 10 days.
We were very happy with the services we got from PlumberSurplus and we will not hesitate to shop with them again and we do recommend that store."

"My custom order was cancelled and I was never informed. This is after we called and emailed confirming the custom order. We received confirmation of our order in an email and were told it would arrive in approx 4 weeks. 4 weeks later we had not received the sink. When I called, I was told our order was cancelled by Plumbersurplus. We were never notified of any cancelation. When I spoke with Aaron, who indicated he was a supervisor, I asked to forward him my multiple confirmation emails. He then admitted they made a mistake. He offered to reorder my sink and give me a discount. I would need to wait another month. I explained that my home renovation was complete except my counter was plywood because I had no sink. I asked if he would find me another sink sooner. He assured me he would try and call me in the morning. He never called back. I will never order from them again, nor will my builder or designer. A confirmation from them is meaningless and they take no responsibility. Buyer Beware."

"Despite the number of bad reviews on this site, I decided to order from PlumberSurplus. I only needed a couple of supply hoses and since the cost was very cheap, I figured I would give it a shot. The items arrived fast and were exactly as described. No problems for me. "

"Like everyone else, I should have read these reviews as well. Ordered an item that had the wrong picture, item finally arrived and yep it was not what I ordered. I called and yes they will refund my money...after I box it again and after I drive it to the nearest UPS store.

My time is wasted, I have to put miles on my car (it is a long way to the UPS store) all to return an item that had the wrong picture."

"Why didn't I check this website before placing my order I wonder? This company lost my order and won't let me cancel it for another 11 days until the item is found. In the meantime, I am without the item I ordered over 2 weeks ago. After processing, I'll be lucky to get my item in within 6 weeks of my order. They refuse to be of any assistance in hurrying my order along."

"One day after placing an order with Plumber Surplus I received notification that the Kohler shower/bath faucet that I ordered was canceled. This is a very bad business practice which was discussed time and time again on the online forums concerning the cancellation of orders by Plumbers Surplus. Instead of automatically believing the negative comments, I decided to give the company a chance !

I not only placed the order online, but called and spoke with a phone representative that assured me that the items were in stock. It is wasting my valuable time, assuming a product is on the way and it is not.

I too am joining the litany of complaints that are on the online forums concerning the false advertising of products at low prices, that are unavailable ! I will NEVER again trust Plumbers Surplus with any of my business needs."

"I ordered an item and it did not perform as it was supposed to. I called Plumber Surplus and Aaron, the customer service rep, helped me find my order number and helped me return the product.

There were a few glitches in the order, but Aaron went the extra mile to help fix these problems. He didn't have to work so hard, but he did.

I would use them again in a heart beat. Good customer service for me."

"I order a lot of items through Plumbers Surplus. I had a question about one item because it was very reasonably priced and didn't seem to show the same color as the other "satin nickel" items I was purchasing. I called Plumbers Surplus and was assured the color was a match. I also asked what I needed to supplement the shower bar/head I was getting. They never tell you online what other parts are needed to RUN THE SHOWER. I told her what I was looking at and she said that was all I needed to run the shower. They arrived. The shower head was NOT a match to the others (all made by Kingston Brass). My plumber said it was because it was made of a different material before covered in satin nickel. He also said I needed a 3rd part and the 2 ordered were not enough. I decided I didn't want the one that didn't match, so I returned the 2 parts. I was charged about 25% restocking fee. I was furious. When I complained and explained that I got help directly from them before ordering, they said they NEVER offer advice and always tell people to check with their plumber. That's not true. It was offered as a suggestion, but I believed the gal and went ahead and ordered it all online. If you are unsure of what you are ordering, esp. when it comes to showers and all the pieces now needed to make them operate, DON'T ORDER FROM PLUMBERS SURPLUS...even if they agree that your order is what you need. They claim they don't know anything about what they sell and won't make suggestions. I say "What good are you?" You sell to the public and claim you can't help them with anything they need to order. Let your plumber order what he needs through his wholesale source. I got a great rate for the replacement shower head/bar, etc. and had GREAT ADVICE at a great price. Buyer beware. Even if they agree with your plan and you place the order, they will claim otherwise. Wholesale plumbing companies offer GREAT rates...unbelievable...if you find a good one...they will offer you your plumbers discount...ours did....Snow & Jones in MA."

"DO NOT ORDER FROM THIS COMPANY! Customer Service is nonexistent. I ordered a shower door from them. The freight company they use called me for a delivery date many days after they actually received the door. I was on vacation and asked if they could hold it. They said they could and set up a delivery date. I then get a return authorization notice from PlumberSurplus. When I called, they said someone from the freight company called their management and said I refused the shipment because I was out of town. The person I spoke with at PlumberSurplus said I would have to deal with the freight company when I tried to explain. I also asked why they didn't call me when they received a call from the freight company and he said that wasn't their policy. I asked what would happen if they received it back. He said they would prorate the refund which I told him was unacceptable. So, I proceeded to try and work with the freight company but the door was already shipped back. I then called PlumberSurplus back and the guy I spoke to said he would investigate and call me back. No phone call received. I all of a sudden get a notice from PayPal that I have a $89 refund coming to me. The shower door cost me $350. The only explanation I have received thus far is that they took off 20% restocking and adjusted for a shipping promo. I am wondering if they have something going on with the freight company or do this on purpose to earn extra revenue. I have disputed the charge and the refund. I am not sure where this will get me. I wish I had read these reviews before placing my order."

"Horrible experience.

I ordered a faucet next day air. I got a package in the mail but it was the wrong faucet. I called and asked for the right faucet to be sent next day air since I was having it installed the next day (that is why I paid for rapid shipping). They said their ""return policy" did not allow them to send another faucet until the other one was sent back. She said there was nothing she could do for me. Sorry, it's policy. And get this, she said that if they sent another one, it would probably be the wrong faucet because the product numbers were probably messed up. How about checking the package before sending it? Duh.
And another thing that is strange - the packing slip says on it that this is a replacement of another product. Did they run out of the faucet I ordered and just replace it with a random one (that is not even the same type)?? Ugh. "

"I ordered two: "Pegasus SP4450 24" x 30" Signature Decor Medicine Cabinet" from PlumberSurplus. I was a bit worried with some of the negative reviews, and it sounded like this might be one of those products that would have a problem. My wife and I saw a medicine cabinet at Home Depot that we wanted. It was selling for $170. I pulled out my Droid and used Google Shopper to compare prices. When I saw the same product (same UPC code and product - different company - Glacier Bay for Home Depot) for sale online for $42, I did a double take. I dragged the thing up to the service counter, right under the sign that said that they beat any price by 10% and showed them the link. They said that they couldn't beat it. We went home and read the reviews, which almost caused us to not order and to keep looking. We decided that the price was just too good, and that it was such a great deal that it was worth the risk. We are not sorry. We got two cabinets for 75% off and saved over $260 dollars. We ordered on a Saturday evening on 3/3 and it was shipped by Tuesday 3/6. It arrived on Wednesday 3/7. Both units are in great shape and survived shipping fine. We will definitely use this company again."

"I decided to take chance at ordering a replacement faucet from Plumbers Surplus after reading all of these negative reviews. Ordered on late Sunday night and received my order via UPS on Tuesday. They shipped exactly what I ordered and this was one of their special deals which priced at ~25% of the MSRP. Very pleased with the ease of this transaction. "