Plumbing Mart

Overall experience was bad. We hired them to do a project in my parent’s house, renovation of the master bathroom and some fixes in the second bathroom. We faced many challenges:
- There were multiple mistakes in the order of our selection (wrong type of tile and color were ordered, we had to pickup the tiles ourselves, later wrong panels were ordered and had to be replace, then the drawer panels were the wrong size, had to reorder again, they were delayed for a month)
- Poor customer service and unprofessional in managing conflict and handling of customer complaints (on a call we got yelled at, shouted interrupted and accused of playing tactics not to pay among other statements said to me, at a time when they already had over 90% of the project paid, and the reason for my call was to help mediate between them and my elderly father and help facilitate things)
- They had one person managing the whole project, and one day they pulled him off the project and assigned him to another project, without prior notice without prior discussion leaving a unfunctional bathroom for my elderly over 80 parents for a whole week.
- Extremely poor timeline, the project started in August and just finished a week ago. They were very impatient with the follow up and constantly replied in a prompt unempathetic way (words like relax)
- When we submitted a review on one other platform, we receive threatening emails and they revealed my parents full name and address online, which is a breach of customer confidentiality and totally unprofessional.
The expectations we have as a customer are not much, just to take the time to listen to the customer calmly, identify where the misunderstanding could be and cooperate to work it out together in a calm way, especially when there is elderly in their mid 80’s involved.