Robin P.’s Reviews of PlumbingSupply & more

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Plumbing

8/16/19

I recently ordered a replacement toilet seat for my toto toilet and paid the exorbitant amount of 109.00$. I received it and it didn't fit. After 2 calls to plumbing supply and my refusal to pay a 30% restocking fee they agreed to let me send it back. The cost of UPS shipping was 42.00$. UPS suggested I ask them to issue a return label because their rate would be less and I pay for the label. They refused to do this because, "it wasn't our fault." Why would I or anyone buy from this company again. I am paying 42.00$ for absolutely nothing, a total scam.

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Stefani Y. – PlumbingSupply Rep Over a year old

Hello,
We are sorry to hear of your dissatisfaction with your interaction with our company.
However, we wanted to address a couple of things about your statement:
The "replacement seat" you refer to was actually a replacement seat lid for a high-end bidet toilet - a Neorest 500 - therefore, the price is going to be a bit higher than a regular toilet seat/lid as it is not a run-of-the-mill item.
The seat lid "didn't fit" because it is for a Neorest 500 - not the G500 you stated you have after you received it; the G500 is a Washlet seat (which can be placed on most manufacturers' toilets) - not a Neorest seat (which is only for the Neorest) - so they are not compatible (confirmed by a Toto tech support representative).
We had asked you to send us pictures of what you have and what you received so we could investigate why it didn't fit (we typically assume the customer has ordered correctly until proven otherwise); you elected not to provide that information and instead contacted Toto yourself - which is fine, but does not help determine why the item you ordered from us didn't work for you.
When we contacted Toto and found out that an entirely different lid is used on the G500 Washlet, we determined that this is why you did not wish to provide the information we requested.
Because the seat was ordered incorrectly, it is our standard policy to have the customer return it at their expense, and a restocking fee would apply; in your case, due to your strongly indicated dissatisfaction, we waived the restocking fee as a courtesy.
In most cases, the shipping amount we charge at purchase is well below what the carrier would actually charge, and when we make a mistake, we are more than happy to send a return shipping label; however, when we ship exactly what was ordered, it is a fair requirement to place that responsibility on the customer.
We hope this information is helpful, and provides a clearer understanding of the issues you have mentioned.