Customer ReviewsforSupplyHouse.com

This company has no idea how to pack something to ve shipped,I received a baseboard heater almost completed destroyed with a crushed box and all of the padding for shipping was shoved to one side of the outer box not offering any protection,Never buy anything you are relying on from this company you will regret it,I now have to cancel the installation with my customer all because they have no idea how to ship something,One other thing they completely overlooked the products actual box has fragile warnings on it but the could not be bothered to put a fragile warning on the outer box they put it in.

Hello, Thank you for reaching out with this review as we are always looking to improve. We sincerely apologize for the damage to your order and the inconvenience it caused. We understand the importance of packaging your material to avoid damages and we deeply apologize that we fell short in this case. This is not the level of service we typically seek to provide. We understand how frustrating this must be, especially when it affects your installation plans. We truly appreciate your feedback as we look to improve our packaging for the future. We would be happy to assist with a return for a refund or a replacement if still needed so please don't hesitate to reach out to us at 1-888-757-4774 with your order details. We apologize again and we hope to hear from you soon so we can better assist. Thank you, Danielle D. SupplyHouse.com Team

Looked up the part number on the site and there was a match. It even had a picture of the sticker which allowed me to zoom in and match all the numbers on my current ********** so I knew I was ordering exactly what I ********* even came in 2 days early which is great as it was going to be in the 80's today!Put the motor in and vola, HVAC is working again!!Now all I have to do is figure out why I needed to change the motor in the first place :(

Hello,Thank you for this kind review! We're so glad to hear that our site made it easy to find the exact part that you needed, and that it arrived earlier than expected! It's great to hear that your system is back up and running.If there is anything else we can assist with in the future, please don't hesitate to reach out to us at **************. We're always happy to help! Thank you,******** *.SupplyHouse.com Team

Great customer service via chat and great website - the only problem is you will never get what you ordered.

Hello,Thank you for reaching out with this review. We deeply apologize for the delay with your order and the inconvenience this has caused. Upon review of your order, we see the tracking information has not yet been updated. I have submitted the request to confirm the status of this shipment and you will receive further status updates via email within 1-2 business days. In the meantime, please don't hestiate to reach out if we can try to assist with anything else.Thank you,******** *.SupplyHouse.com Team

Bought a part exactly like mine and it was defective out the box. Told it did not fit my unit and they would not refund or send me a replacement

Hello,Thank you for reaching out with this review. Were sorry to hear about the issues with your part. Typically, our return policy covers unused items or defective parts, as long as they are the correct part for the unit according to the manufacturers parts list. In this case, it seems there may have been some confusion, and wed like to offer a one-time courtesy return for a refund due to the inconvenience. You should receive return information in your email within 1-4 business ******* the future, we'd love to help ensure compatibility for the part being ordered based on model/serial information, as we may not be able to process returns for parts that are not working and arent listed for your unit. We appreciate your understanding and hope to assist you better next time! If there is anything else we can try to assist with, please let us know at **************. Thank you,******** *.SupplyHouse.com Team

Mr. **********, I own car washes which operate daily. We work overtime to be sure each piece of equipment is operating the same. I ordered from Supply House 2 PVC fittings part #478-020 valued around $5 for a repair...and scheduled a local plumber for that particular delivery day to make that repair. The delivery arrived with a packing slip confirming the PVC fittings were inside. Instead of PVC fittings there were 2 AC leak repair kits for HVAC units. Incidentally, their value is approximately $180 combined. I immediately called customer service and explained the delivery mistake and asked that they would resend the correct fittings next-day. I also asked to send a return tag and I would return the 2 AC leak kits we received by mistake. While on the phone the correct items were confirmed in stock, the customer service individual confirmed my next-day delivery and confirmed a call tag would be included to return the AC items received. Soon thereafter, I received a message about my next-day air coming from the shipper. The very next morning (next-day), I received a second notice from the shipper that the next-day delivery had been changed to regular ground shipping. The new delivery date was yet another 3 days away. I again called customer service and they said the order was "flagged for fraud...company policy". I ask how could there be a possibility of fraud from their employee taking my order from over the phone to correct an incorrect item sent or by that same employee placing the next-day delivery for the two items valued at $5. Did company policy consider I would be repackaging and driving out of my way to a *** store to return that same $180 mistake...or consider I now have two trip charges from my plumber to pay. Mr. **********, I provide and rely on customer service. You may want to revisit your company's policies. You just lost a loyal customer over a simple solution to a foolish mistake in customer service. ***** ******

Hello,Thank you for taking the time to share your experience. On behalf of the SupplyHouse team, I sincerely apologize for the issues you encountered with your order and the inconvenience caused by the incorrect material and the delay in delivery of the replacement order.We understand the frustration of scheduling repairs and needing timely deliveries, especially for essential items like the *** fittings. While our intention was to resolve the situation quickly, it's clear we fell short in ensuring that the correct parts reached you as promised. Your feedback regarding the fraud flagging policy has been shared with our leadership team for further review and improvement for the future.We value your business and the trust you placed in us and we are truly sorry for the inconvenience this has caused. We will be processing a full refund on your order back onto your original form of payment. You will be emailed a refund confirmation within 1-3 business days that will reflect this.Thank you again for bringing this to our attention and please don't hesitate to reach out if we can try to assist further or in the future at **************.Thank you,******** *.SupplyHouse.com Team

I called them because I need an anode rod for my water heater. Gave the guy the model and serial number of my water heater. I was on the phone listening to nothing for about 15 minutes while he checked for availability. He didn't know what anode would work with my water heater. Obviously not much more than a cashier that has no idea about the product.

Hello,Thank you for reaching out with this review as we are always looking to improve. We are so sorry to hear about your experience with our **************** team and confirming a part number for you. We strive to provide knowledgeable and efficient service, and we apologize if we fell short in this instance. If you're still in need of assistance, please let us know by contacting our **************** team on the Contact Us page on our website. Thank you for bringing this to our attention, and we appreciate your patience.Thank you,********************SupplyHouse.com Team

Great service. Part I ordered actually arrived a day early. Was the right part. Easy process and ordering.

Hello! Thank you for taking the time to review our services, we greatly appreciate it! We are thrilled to hear you have had such a positive experience with us and that you received your order quicker than originally expected! We truly value your feedback so please feel free to provide any suggestions or insight on ways we can improve for the future if anything pops up! You can contact us using the information at this link here: ******************************************************* Thank you again for your rating and we hope you continue to use SupplyHouse.com for all your heating, HVAC and plumbing needs! Thank you, ******************** Supplyhouse.com Team

Been dealing with Supply House for two months. They sent me three defective parts in a row and then flat out refused to honor the one year warranty. Spoke to three different customer service reps and the first one was very helpful and courteous and said not to worry that the parts were defective because I have a one year warranty and they wanted to make sure I got my system up and running. The next two reps were unacceptably rude; one of them actually sat the phone down and yelled god while on the call. They are claiming that the part isnt correct (despite it being the part the professional HVAC technician identified and its also the same exact part number that has been on my boiler since installation in 2010). They are also trying to tell my boiler is a different brand than it is. I can see the brand name, obviously, and I have the receipts for the boiler and manual.They were cheaper than anyone else on the parts I needed but at this point Im out the parts and the money and now Im paying for the part again elsewhere since they refuse to honor the warranty.

Hello,Thank you for sharing your experience and providing this review. We sincerely apologize for the frustration and inconvenience you've encountered. We're sorry to hear about the defective parts you received. This is not the level of service we aim for, and we apologize for any confusion and inconvenience caused by our team. We strive to provide accurate and helpful information and are disheartened to learn that this was not your experience with some of our representatives.Regarding the warranty issue, our goal is to honor all warranties fairly and consistently. We regret any miscommunication that *** have occurred and the negative impact this had for you.Upon review of your order, we see that you have since been assisted accordingly and hope we were able to make things right! If we can try to further assist, please don't hesitate to reach back out to us at ************** or through the Contact Us page on our website. Thank you,********************SupplyHouse.com Team

Absolute mess of a company. Order a hot water heater for almost $1800. Had a delivery date of 3-5 days.3 days after ordering, received a shipping email stating it would be an additional 1.5-2 weeks. Absolute horrible customer service and false advertising on shipping. We live in ******** and the shipping company they use don't service our state so our order had to be picked up by yet another shipper. Redirected and canceled my order and they "lost" their own package so yet to receive a refund 2 weeks later of my money they so eagerly took! What a joke! Do not order from this so called company. Never even received a tracking number initially.

Hello, Thank you for reaching out with this feedback as we are always looking to improve. We're truly sorry to hear about the challenges you encountered with your order. Your experience does not meet our standards, and we apologize for the inconvenience caused. We appreciate your patience and understanding as we work to address these issues. Upon review of your order, your refund has since been processed, and we are actively investigating the circumstances surrounding the shipment to hopefully avoid this from happening in the future. If there's anything else we can do to assist, or if you have additional concerns, please don't hesitate to reach out directly at **************. We value your feedback, and we're committed to improving our services for the future. Thank you,********************Supplyhouse.com Team

**************** Spend $2000 on a product they give you a delivery date that appears to be decent to only find out it's weeks behind the date they tell you it will be delivered. Would never order through them again

Hello, Thank you for reaching out with this feedback and review as we are always looking to improve. We sincerely apologize for the inconvenience you experienced with the delivery of your order. We understand the frustration caused by delays, and we're committed to addressing this issue promptly. This is not the typical level of service that we seek to provide.We will be processing a discount on your order that will be issued back onto your original form of payment within 1-2 business days. Once this discount has been processed, you will be emailed a refund confirmation.If there's anything specific we can further assist with at this time or if you need any assistance with returning this order, please reach out to our customer service team at ************** and we would be happy to further assist accordingly. We value your business and are dedicated to making improvements based on your experience. Thank you again for reaching out to provide this feedback and we hope to hear from you soon.Thank you,********************Supplyhouse.com Team