Bad dealings with Pexsupply.com

My ducks have been scattered. I checked locally and no one had any pex-al-pex in stock. 2-3 weeks to get it. Pexsupply.com was recommended for good prices & service. I saw on line the prices looked good. I phoned them to make sure the tubing was in stock before I ordered. I was assured, yes. I asked how quickly they shipped and was told it would save a day if ordered on line and that it would go out "very fast". I did not pin them down exactly, but she said orders usually went out in one day. So, 9 days later I phone. They apologize, "some stuff was on backorder". I said I'd have appreciated a call as the ONLY thing I needed was the tubing, the other $500 worth of stuff I could get anywhere. I asked if the tubing was on backorder. She said it had been, but it was all ready to go and would ship "today". UPS came 4 days later. NO TUBING!! I phoned to see if maybe it was shipped by a different carrier. No, it is still on backorder. Also 19 of 50 pieces of insulation missing that shows was shipped. I ordered 50, they sent one full box, 31. The invoice shows 50 shipped. Now, my word against theirs?

I started calling around. It looks like no pex-al-pex for me. I will use oxygen barrier pex instead. If Pexsupply had been honest with me from day one I'd have had pipe in the ground by now. I cannot believe they acted as they did. I will be returning their entire order. I refuse to allow them to profit from me after the difficulties they have caused.

Oh ya, one other thing. Most places don't charge your credit card until the order is shipped. Pexsupply.com charged my card the day the order was placed.

Freddy wrote:Oh ya, one other thing. Most places don't charge your credit card until the order is shipped. Pexsupply.com charged my card the day the order was placed.

Refute the CC charge.

I don't believe it refuting charges and trying to keep stuff you didn't pay for. GIve them a chance to credit your card and buy it somewhere else. They screwed you for sure. They didn't want to lose a sale so they jerked you around. Now you're bad mouthing them and they will loose more business. This is not smart business practices. Can't u buy Pex at Lowes?

Freddy wrote: I asked if the tubing was on backorder. She said it had been, but it was all ready to go and would ship "today". UPS came 4 days later. NO TUBING!! I phoned to see if maybe it was shipped by a different carrier. No, it is still on backorder.

This is common for "shady" electronics stores selling merchandise on the internet. They'll tie you up forever, then try and sell you something else...

That's the problem with online retailers, they look great, great prices, but some are just order takers and send it off to other suppliers for filling and shipping. I had the same thing happen to me with an online company, Great Prices, "In Stock", but no communication, on hold forever, then 3 weeks later, I get the stuff from a totally different company......??

traderfjp wrote:I don't believe it refuting charges and trying to keep stuff you didn't pay for. GIve them a chance to credit your card and buy it somewhere else. They screwed you for sure. They didn't want to lose a sale so they jerked you around. Now you're bad mouthing them and they will loose more business. This is not smart business practices. Can't u buy Pex at Lowes?

I had assumed that they will refuse to credit your account. Of course, take the nice route first. Then....when they start playing games....refute the charge. (federal law prohibits your CC company from making you pay if you have been defrauded.

That stinks freddy, I have always looked at their site too.

Fred, Write a nice review here:
http://www.resellerratings.com

Freddy,

I'm at the same point in my boiler install. There is a plumbing supply store right out my window that has pex al pex. I could buy it an UPS it to you, you could have it by Friday. What size are you looking for?

I'm looking for a 300 foot roll of 1" Pex al pex.

OK, Here's how it sits. I called CC company & a claim is in the wings if anything shady happens. Pex al pex pipe has been cancelled, credit said to be today. I will keep some things, they will send pick up tag for the others and credit me when they get them back.

They said they had some O2 barrier Pex I could buy instead...yesterday they said they had none. Sorry! I've ordered it from someone else.

I aksed how I was told twice that it was in their hands and would be shipped, but wasn't. She said she was sorry, she just told me what the warehouse told her. I'll go so far as to say they have a major internal communication problem.

Hi Freddy, sorry to hear about your problems.. especially since I recommended the company!! I purchased PexAlPex from them last year, and had the tubing within a week, no problems at all..

Your credit card company will make it right,, I've always had good luck with CC disputes..

Greg L.

SO it was YOU that recommeded them! I expect you'll dig up your pex and ship it to me at your expence.

That's life! Stuff happens, it'll be fine in the end.

I called my local supply buddy this morning. He knows I'm trying to find stuff at a cheaper price than he'd have to charge for the Wisbro he carries. He does have it in stock is all else fails, but it'd be almost double the money. When I told him about pexsupply telling me they had it in stock, he said "And how old are you?" Like... I should know by now to to believe what I'm told by an internet place. LOL Typically I have had pretty good luck buying stuff on line. Ohhh welllll.

One thing about starting a CC claim... always call the bank FIRST. If you call the offending compnay first and they promise a refund, the bank will tell you to wait & see if it comes through. When I spoke to the bank this morning she asked if had called the company to try & make things right and indictaed that perhaps I should. I told her "No, I purposely called you first". She said "Oh, you've done this before!". That time and I suspect this time also, the company will make things right without having to actually complete the credit card claim, but it's good to have things in the works just in case.

"He does have it in stock is all else fails, but it'd be almost double the money"

0ne inch pex al pex is $1.25 per foot locally, what were you quoted?

The pex from pexsupply.com was 300 feet for $1.44 a foot, free delivery. Can you post or PM me the phone number of your place & I'll get hold of them?

I actually just bought some check valves and fittings from Pexsupply.com last week (very good pricing) and had them in 3 days...
So I was quite happy with the service I got. I will say though I've been on the other side of the coin.

We have this issue frequently where I work. Often times all everyone talks about is the bad service and the other 80% or more of the customers who are happy don't have a reason to contact us again etc. So I just wanted to mention that I had good dealings with them. not to belittle the bad dealings freddy had! As I would be extremely upset also!

Ok any of that make sense? didn't think so... carry on...