AUSTIN PLUMBING SUPPLY

Be warned, under no circumstances do business with this organization. The owner/manager is either experiencing cash flow problems or is mentally unbalanced (or both). The worst merchant experience of my 71 years. The atmosphere is strange and the staff does not seem happy; there is no chatter or small talk going on among employees. Warning bells should have gone off in my head. In my naive attempt to support local business, on March 24th I ordered $1800 in basic plumbing supplies for my bathroom renovation; nothing special, just off-the-rack Delta and Kohler items readily available on the Internet, Home Depot and Lowe's. Two weeks later when my renovation began, I placed a call to arrange to pick up my order. Well, the order wasn't in yet, but "would be arriving next week." Next week??? That would make it three weeks for a 5-7 day order. The following week I absolutely needed the shower innards; I was told the order still wasn't in but "would be arriving next week." But he happened to have the shower parts I needed before the tile installation. Into the 4th week, I needed the sinks, but the order "would be arriving next week." But somehow he happened to have two of the sinks I needed. It was as if I had to beg for my parts as needed and then he would dispense them. Very weird. Please remember during all this time, the owner/manager never called me or returned my calls, and everything seems to revolve around him. Nobody else has authority to do or say anything. I had to initiate all conversation and then would receive a generic email in return attaching a .pdf file of my order with the "next week" routine. Into week five my order still "would be arriving next week." So this makes three straight weeks of the same routine for a very simple order. At this point my project was at a standstill without faucets and the rest of shower parts, which still amounted to $1300. Six weeks too late, I joined Angie's List - wow! There is a pattern to this behavior. I emailed Austin Plumbing immediately and said if my entire order wasn't in my hands in two days, my credit card company would begin charge back proceedings for non-receipt of merchandise. This seemed to resonate because I was informed by email that my order would be "expedited at his expense." Expedite after six weeks? How stupid does this guy think we all are. Yes, the order arrived. I picked up to a very cold reception. Never will darken that door again!!!

We placed our order on 12/4 and were told it would arrive in 10 days - 2 weeks. After 2 weeks, we contacted them and they checked to see if the order had shipped. The tub arrived a few days later, but they had ordered the wrong one, further delaying our remodel. After 3 weeks, we contacted them again to find out where the rest of our order was. We were upset because our contractor was moving on to another project and would not be able to finish ours until the faucets arrived. It has been over 3 weeks and still no faucets. The owner, Bill Sullivan, denied making any commitments for the delivery dates, and was not in the least bit concerned of the impact to our schedule. There are plenty of other places in town to do business. I recommend using any of them.

I'm sorry I didn't check Angie's List before using this vendor. My contractor had dealt with Austin Plumbing before and never had a problem. However, it seems that things have changed over the last few years. The plumber who came to work on the project echoed the comments of others on this list. He has had customers who had to wait a long time for their orders, and others who had trouble returning defective merchandise. I am thankful to the others on this list who made their reports, because I was able to avoid a lot of time waiting for the parts. Because of what I learned on this list I knew I had to get out of that sale and find the parts elsewhere. I called two other suppliers in town and both said they could get me the order within 48 hours. Certainly if I can get the parts that soon Austin Plumbing could have also. Now we can go ahead with the project instead of waiting around for an order that may never come. I'm also glad I paid with my credit card. That company was very good about crediting my account and the rep agreed with me that 2 weeks was long enough to wait for an order to arrive. If I had paid cash or with a check I would be out a lot of money. In addition to the frustration of waiting for my order, I was bothered by the rude treatment I received from the owner. He wouldn't give me simple information over the phone, and he claimed to have sent me emails that I never received. The emails he did send didn't give me the delivery date that I asked for, but instead insisted that his store had never promised me the materials would arrive within 2 weeks. Tired of getting the runaround, I emailed him that I wanted the order to be ready or a credit given to my account by the 2 week deadline. I said if I didn't get either one I would cancel my order through the credit card company. I felt I was being fair and giving APS one last chance to fulfill the order. He then emailed that if I tried that I would be in violation of the sales agreement and that he would take me to court. Instead of providing customer service he tries to bully people to accept the sales on his terms. I doubt that he will be in business much longer.

I am updating my kitchen. I went into Austin Plumbing Supply to purchase a kitchen faucet. The sales agent questioned me pressing for additional details about my kitchen project claiming he was just trying to "help me save money". I finally got to look at faucets in the showroom and describe what I wanted for my kitchen. We discussed ordering. He suggested I wait while he went into the back to check what he might have in-stock and came out with a couple of different kitchen faucet sets in open boxes. I decided to buy one of them. My plumber arrived after my new countertops were installed and discovered that some parts to the faucet were missing. He went to a home improvement store but was unable to find the necessary parts to connect the faucet. I purchased another faucet so we could at least have water in our kitchen. I returned the incomplete faucet set to Austin Plumbing Supply the next day. By that time the 48 hour return policy had expired. The agent who sold me the faucet set denied that he sold me anything with missing parts. He would not take the kitchen faucet set back and refused to offer any sort of refund or in- store credit to compensate me for the problems and additional expenses this had caused. All he offered was the kitchen faucet company's 1-800 number and suggested that I deal with them. Overall, his attitude toward me was unpleasant and I found the customer service of this store unsatisfactory.

While browsing in the store, I heard him scold his employees like they were children instead of treating them with respect. He didn't want anyone to not have his/her head down (and I mean Down) and working in some capacity at all times. I got an estimate on some hardware--less than $100 total, and he has his sales people following up on every little thing. I got three phone calls and three e-mails to "follow up" despite the fact that I told them that I was just looking, but got a written estimate anyway. He must have those sales folks so scared that they will lose a job if they don't get every single sale. When I dropped by to ask to be removed from the list, I asked to speak to the owner. I asked if he would sit down to talk. He stood and glowered at me, and remained standing. I asked if I could offer some constructive criticism. He seemed unwilling to listen to the likes of me, since, I dare say, he's heard it all anyway. I just had to come to Angie's List and warn other folks to stay away from this man! He needs some serious counseling and anger management! No wonder his ratings are so low! If I had to work as a subcontractor for him, I'd put his last rather than first on my list to do anything extra for.

I normally purchase items online, but with this remodel, we wanted to see the items in person before we bought, as well as support local businesses. When I arrived at APS, we were ignored for at least 15 minutes. When I did order, I was told it would take 7-10 days for the item to arrive. I explained our need to have it within 10 days and the salesman assured me it would arrive within that time frame. Three weeks later the item had yet to arrive and I had not received any phone calls so I decided to call them. The person who answered the phone was named Bill. I requested the status of my order. He took my name and number and said someone would get back to me. When I attempted to ask more questions, he got extremely rude and re-iterated someone would get back to me via email. After further requests for a phone call instead of an email, he got rude and angry. I hung up the phone and waited a few hours and called back hoping to speak with someone else. This time I spoke with another salesman and explained my issue. He took down my name and number and said he would give it to Bill. I explained I did not want Bill to return my call as I spoke with him earlier and he was terribly rude to me. The salesman apologized and explained Bill was the owner and the only person that could help. I never received a phone call, but did receive a vague email with my original invoice attached. I replied to that email and left another voice message. To date, Bill the owner has never replied to either. We chose to pay higher retail prices in order to buy local figuring we would get the customer service that online retailers could not provide. I could have (and subsequently did) buy the same items for much less online. In the age of the internet, one would figure local brick and mortar stores would provide excellent customer service to level the playing field with their cheaper online competitors. With Austin Plumbing Supply that is NOT the case. If you want horrible customer service combined with high prices, visit Austin Plumbing Supply and check them out for yourself. I ended up buying online and received the same parts the next business day for much less. I'm currently disputing the charges from APS with my credit card company.

After getting the faucet warranty "upgraded" to 10 years we were sent an in house survey on our buying experience. We submitted a positive response only because the "game" had not begun on the special item order. Three weeks after not hearing one word about our item, we notified A.P.S. and a response was sent that it would be shipped in 24hrs. After two weeks we notified A.P.S. again and a response was sent stating that in would be shipped the following week? What? The last email stated 24hrs? I sent a reply to Bil asking that if it was supposed to be sent within 24hrs and now I'm waiting two weeks why should I believe it will be coming in at all? No response from Bil. That same day we went by A.P.S. to get our money for an item that we were told was supposed to have been shipped 2 weeks ago AFTER we were told it was to be shipped in 24 hours 3 weeks ago. We stood at the counter for approx. 20 min. looking at Bil while he sat at his desk discussing he golf game knowing we were there to ask exactly when we could expect our item? We were the ONLY customers in the store PERIOD! When he finally came up to the desk and looked up our account he asked if I had anything "new" to say other than what I said in my email? EVERY time I tried to ask him a question he cut me off (this seems to be his M.O.). Bil also said he would ONLY issue store credit on the item that was not there. He ended our conversation with "it's only a 53.00" item and I'm not going to waste any more time on this and walked away. Before we left I asked if he would call to let us know when it came in, he answered yes. After another two weeks I personally contacted the manufacturer and discussed our issue concerning the item. The manufacturer stated that they had 119 of the exact same items in stock and for several months (I told them this item was paid for in March) the manufacturer supervisor stated that they had NO RECORD OF OUR ORDER FROM Austin Plumbing Supply at anytime. I said that was impossible because I have copies of replies from Bil stating when the manufacturer was going to ship the item. The supervisor called up A.P.S. and told Bil when to expect the item to be in his store. It was to be there the following day (a Friday). We finally received a call from someone the following Monday telling us that the item was ready for pick up. We believe that we NEVER would have received our item unless we forced Bil Sullivan to honor the special order through the manufacturer. I will never darken his doorway again. He has never apologized nor do we expect him to ever acknowledge taking our money and not submitting the order. He gives small local businesses a bad name. I can only hope he puts as much effort in improving his golf game back into customer service. However, we cannot thank the manufacturer enough for stepping up to the plate and resolving this for us. Because of what they did we will continue to purchase their products but at a different local plumbing supply business(s).

I went to install the part and noticed it was not like my broken one, it had a curve in it and prevented it from fitting in the tank. I returned to the store with both parts and requested a refund from William who was waiting on me again. He said that I could only get a store credit not a refund. I explained that a store credit was of no use to me and that he made the mistake I didn't. I objected again and he pushed the parts back to me and said I would get nothing not even a store credit and told me to leave his store. As I was leaving I told the other customers in the store how badly I was being treated and to be aware that they might end up in a similar predicament. I told William that I would be out in front alerting arriving customers how I was treated when he threatened to call the police. I was not screaming, there was no foul language, I just wanted what was rightfully mine, my $30.31. Well he did call the police and three cruisers arrived. I discussed the problem with the first officer and told him I would go away if I got my $30 and he told me he could not force William but would suggest it. We had an amiable conversation and the officer went in the store. William came out and told the officer to issue a criminal trespass order to me which he did.

This was the most upsetting dealings I've ever had with a company. They have a wonderful showroom, but that's it. Look there for ideas, and product numbers, but order from someone else who will be professional and helpful. Dealing with Austin Plumbing Supply was a nightmare.

Contrary to most experiences I've read on the internet about this company, my interaction was fine, BUT their date of delivery was way off and it kept changing w/each contact. I also was dismayed to notice after the purchase on the bottom of the invoice, that they said no refunds, store credit only. That seems totally unreasonable considering the goods being purchased. A friend of mine said they charged them a 50% restocking fee. Only after I gave notice of cancelling order and that I filed a claim dispute w/cc co., did they notify me that the items were in. They claimed they found the fixtures at another place, and overnighted them (at their expense) to their store. They also claimed their prices were the lowest; but I have the same fixtures on line for less and faster delivery.

We ordered AND PAID IN FULL for the items over a month in advance with specific instructions of the delivery date. The sales representative asked us to call a week ahead of the delivery, which we did. The morning of the delivery they called to confirm that we would be there. At the delivery time, the truck pulled up with no toilets whatsoever and no one at any point along the way had mentioned that there was any problem. Our plumber was due any moment to install two of the three toilets and Austin Plumbing Supply not only did not return our phone calls, but when they finally responded to an email, they did not even have the customer service savvy to apologize. We finally received two of the toilets the next day and the third an entire WEEK later. Again, no apology from Austin Plumbing Supply.

Buy at your peril. Based on our experience, customer service stops the moment you pay the bill. Two weeks before the scheduled installation of new countertops, we purchased a faucet set from APS. We were advised the set was not in stock and had to be ordered. Twice, prior to completing the sale, we were assured it would arrive prior to the scheduled countertop installation date. No problem, according to the sales representative. They would call when the set arrived. We paid and left. No call. Several days before the scheduled installation, we started calling. Suddenly, our upcoming install date was no concern of theirs. On our last call to them, the day of countertop installation, they said the set was in shipment with no idea when it would arrive. I told the salesperson it was too late as the countertops were to be installed that day and the set was needed so the countertop holes could be drilled and the new set installed. Told her I wanted my credit card credited as I was now forced to purchase a faucet off the shelf locally that morning before the installation work crew arrived. She said she was not authorized to issue a credit and would have someone call back. Hours later, owner Bill Sullivan called. When I explained the situation, he said it was my problem not his. He reasoned that the assurances of his sales people are not guarantees and therefore, there would be no credit. The faucet was mine to keep when it arrived. The conversation went down hill from there and I do not recall ever talking with a more obnoxious businessman. Based on my experience, I'm amazed they stay in business. If you still wish to trade with these folks and need commitments, you better get it in writing.

One of the 2 Kohler lavatories that we purchased through Austin Plumbing Supplies was rusting out. To obtain a replacement from Kohler we had to prove that we had purchased that lavatory. We had lost all records for that purchase, and were pleased when Austin Plumbing Supplies found the bill of sale in their data base by looking for my wife's name.

The initial service was fair, but once we paid for the shower system, customer service fell to zero. We paid for overnight shipping, and it has been over 2 weeks and we're still waiting. The owner is rude, unaccomodating, and doesn't care about assisting customers. He refuses to answer any questions or assist in resolving issues. I contacted the shower system manufacturer who stated our particular system could not have been shipped overnight because there is a 4 to 5 week turnaround on that particular system. The manufacturer also stated company representatives inform their vendors to tell customers of the long turnaround time. We were not given this information. When I complained, the owner refused to refund my money or even listen or talk to me. This is the most uncooperative owner and worst customer service I have ever encountered. I have filed complaints with the TX AG's office and the BBB. I DO NOT recommend Austin Plumbing Supply to anyone.

Three weeks later, they had still not delivered the parts and were unwilling to commit to any delivery date. They also refused my request to cancel the order and refund my money. Their inability to fill a simple order was causing a major delay in my entire remodeling project. I finally went through Visa and got a charge back against them after a bitter documentation battle. I went to another supplier and got my order filled, shipped and delivered within two days.

I ordered a toilet with a 1.6 gallon pressure-assisted flush system: the tank portion of the toilet. The tank was delivered in a shipping carton that was labeled with the correct part number, so I accepted it in good faith. Only after the toilet was installed and failed to perform properly did I discover that I had received a tank with a flush capacity of 1.1 gallons vice 1.6 gallons. I asked Austin Plumbing Supply to replace the 1.1 gallon tank with a 1.6 gallon tank; Austin Plumbing Supply denied my request. I then filed a complaint with the Better Business Bureau. Austin Plumbing Supply's response to the BBB included inaccurate statements about my order and the history of my dealings with the company. Nevertheless, Austin Plumbing Supply subsequently delivered a 1.6 gallon tank, at no charge to me. I am glad to report that the replacement tank performs well. It is unfortunate, however, that I had to complain to the BBB before Austin Plumbing Supply would take appropriate action.