Dupont Plumbing Supplies

We decided to renovate our bathroom, and were looking for a variety of items. We shopped at different stores, and decided to go with Dupont Plumbing for several reasons. The staff was very knowledgeable, they had a wide range of products on display, and many more items from each brand that could be quickly ordered from the catalogues.

Stacy, our salesperson, was extremely professional and helpful, both before and after the sale. He gave us precise quotes, an looked up specifications for us to ensure the bathtub, toilet and sink we were considering would all fit in our bathroom. We had to exchange several items, and he promptly assisted us, with no hassle. As well, we ended up having to purchase our sink at another location, as we could not find something small enough to fit. He was an utmost professional, and did not try to pressure us into buying one of his company's products that would not fit our needs. To top it off, the prices were very competitive.

I would definitely go there again for future renovations, and would immediately recommend them to friends and family.

Dupont was recommended by a relative who had dealt with them before. We're happy we took the advice. The quote was very competitive (Kohler toilets, shower fixtures...) and the advice and service from Ash and warehouse staff excellent. It turned out that the distributor sent the wrong model of special order ('Thunder grey') toilet, which was not discovered until two months after receiving delivery and after installation. Dupont kindly helped arrange prompt delivery of a special order replacement and return of the incorrect model. Highly recommended.

I bought an Aquabrass shower kit at Dupont plumbing for my bathroom renovation. On the initial purchase, they gave me the ceiling mounted shower arm but I had requested the wall mount. I took the arm back for exchange. After I got home and opened the package, I realized they gave me the nickel finish wall mounted arm and not the chrome finish I want. I went back to exchange for the chrome finish, that time I opened the package in the store to make sure it was chrome. However, when I got home my contractor told me they had given me an arm with a male thread while I needed the female thread. Back to the store I went.

So it took me 4 trips to get what I should have gotten the first time. Each trip took about an hour and a half, so in total I wasted 4 and half hours of my own time. What is more aggravating is that they never acknowledged it was their mistake. Each time they came up with a lame excuse such as "I don't know what happened", "your plumber put up the wrong fitting" or "most shower arms are male thread". This is in spite of me showing them the bill of sale each time and telling them it is for an Aquabrass kit in chrome.

Because of this experience I would not recommend Dupont plumbing.

December 7th response:

I am not surprised by Dupont’s response. In fact, it only reaffirms my original poor opinion of their customer service.

The AquaBrass shower kit on display in the showroom is wall mounted. When I told the salesperson that I wanted that kit, doesn’t that imply it is the wall mounted that I wanted. At the least, if he was going to give me something different from the display, shouldn’t he have verified that is what I need? Dupont in its response says all shower kits come standard with a ceiling arm. How is an average Joe consumer like me supposed to know that? From all the photos I have seen in planning my bathroom renovation wall mounted showers are much more common than ceiling mounts.

Dupont said in its response that the nickel finished arm they gave me on my 2nd visit was due to a manufacturer’s error. There is no way for me to verify if that is true or not. I have examined the box the arm came in and nowhere on box was the finish indicated.
Dupont said that on my 3rd visit since I took the arm out of the box I should have known I was given the wrong thread. I took the arm out to verify that it was the correct finish, but again not being a plumber how was I suppose to know it is the female thread I needed. If the industry standard is male thread, then how come they were able to give me the correct female fitting the first two times but not the third? Shouldn’t the Dupont staff, supposedly expert in the business, know what fitting that a major manufacturer like Aquabrass uses?

Dupont said that the trip from my home should only be 25 minutes and not 1.5 hours. What they conveniently forget is that the 25 minutes is for a one way trip, in average traffic. Anyone who has been in the area knows that there are major constructions on Eglinton. When you factor in the two way trip, traffic delays, and time spent in the store it is 1.5 hours “down the drain” each time.

Dupont’s response just confirmed my initial impression. Their staff is careless and dismissive. I will let the readers make their own judgement based on what happened.

Over a year ago, I spent almost $5000 in bathroom fixtures from Dupont Plumbing Supplies. I made the point of paying with my high-end credit card since its $200 annual fee includes an insurance premium that doubles the warranty period on all purchases.

The soft close mechanism for the Toto toilet broke recently. I was out of the 1 year manufacturer's warranty period but within the credit card's 2nd year extended warranty period. So I went back to Dupont to get a written estimate to replace the toilet seat under the claim I'd opened with the credit card company. Dupont refused to provide the estimate, called me "cheap", and told me to buy the replacement out of my own pocket instead of making a claim. My explanation that I had already paid out of my own pocket, by paying the $200 credit card fee to have the extended warranty feature, in the same way people buy extended warranties on their purchases from Future Shop and Best Buy, fell on deaf ears. All they kept going on about was how cheap I was. This is from the place where I spent $5000.

Atrocious customer service.

I ordered the hard to get super quiet Panasonic bathroom fan from Dupont Plumbing Supplies - they were quick and efficient when I needed it in a hurry! I also have been there to get plumbing supplies for my steam shower unit and they were extremely patient and helpful to find a solution for my plumbing challenge!

I had purchased a few sink and shower tapes from Dupont. They gave me a delivery time and I coordinated the installation around their delivery schedule - the products were of course late - with no communication to me - so when I drove across the city in rush hour to get them and for them not to be there, was fairly frustrating and this happened twice. Then, after 6 months of use, one of the spouts was not working. I was told in September that it would be replaced. It is January 26th and I am still waiting. Each time I call to remind them - they have inevitable forgotten to follow up ...

I just recently completed a kitchen project. Dupont provided great service and have quality products. I purchased my faucet and sink from them. There was a problem with the faucet and they were happy to exchange it without an hassel.

I went to all the high end stores in Toronto looking for every thing I needed for a bathroom renovations.In Dupont plumbing I had great experience.Stacy, Ash and Frank were very helpful finding the right products.Frank spend half an hour during his lunch break finding a faucet I wanted.Ash gave my very competitive prices.And every time I went back they were helpful and professional.

I bought all of the fixtures for our house additon last winter including an Aquabrass Gesto faucet in Brushed Nickel (ordered without seeing one in person). At that price I expected it to be PVD or sumilar but it was clearcoated....contacted Aquabrasss right away with my concern and they replied it has a lifetime warranty.
In several months the finish began peeling so I asked for a replacement in the cheaper (and more durable) chrome finish. I also asked for the credit difference in price as this finish was about $185 cheaper.
Was given a number of very poor excuses why I could NOT get any money back... from Ash (sales rep)..."it was on sale when you bought it" (it wasn't)...."chrome is discontinued" (it was not) etc. Ash even insinuated that I scatched it myself to get another one. Even after talking with the owner (Wally) he said there was nothing they could do. After spending several thouand dollars I find the lack of concern or care for after sales service to be horrible. They give the independent business a bad name.
I will add I went to Dupont due to their agressive pricing, but will not return due to horrible service after the sale.
I would not reccomend Dupont Plumbing.

I used Dupont Plumbing on my most recent kitchen/bathroom reno. I have used them in the past for two other bathroom reno's. They carry top brand kitchen and bathroom fixtures at a fraction of the prices of other high end stores. I got a Blanco double kitchen sink that was a floor model for less than half the retail price. Ditto for my Aquabrass kitchen faucet. I also got Grohe faucets for the bathroom and a beautiful Toto pedestal sink. The staff is very knowledgeable and helpful. I have usually dealt with Ash. This is a plumbing supply place, not a beautiful showroom. The advantage is that they can pass on the best prices to their customers since they don't have the overhead of a huge showroom.