- Report: #1154832
Complaint Review: Plumbing & Parts Home Center - Whitby Ontario
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Author Not Confirmed
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Plumbing & Parts Home Center
1650 Dundas E Whitby, L1N 2K8 Ontario, Canada
Phone:
905-404-1502
Web:
www.pphc.ca
Categories:
Business Rating:
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Plumbing & Parts Home Center Rip off artist Whitby Ontario
Wow, this place has gone down hill from when Trevor Parchment owned it. I have used this store in the past to buy plumbing parts and never had a problem. Well, it looks like the son of proprietor (David Parchment) has taken over now and doesn't respect customer service. I bought a latch for a Maytag dishwasher and when I opened up the bag and put the latch in place as soon as the screw driver touched it, the plastic screw whole fell apart! When I brought the part back to the store for a refund, I could tell right away there may be a problem. When I brought it to the counter help, he seemed disinterested and said, " Well, we'll just have to see if we can do anything for you", even though the part was never used and was in the 30 day warranty period. He then made a call to someone in the back and slumbered over to say they couldn't do anything for us and would have to check to see if they could return the part. That's when the new owner David Parchment came over and basically said I over tightened the part and we were lucky if they could do anything for us at all. When he started raising his voice to say that he was entitled to his opinion just like we were I was shocked as there was only one other person in the store who turned around with a look of disbelief on her face. He was rude and showed no respect for either myself, my wife or the other patron in the store as he raised his voice and basically laughing at me for even trying to get a refund. Don't go to this store! The place was empty for a Saturday and I can see why. Over priced merchandise and no respect for paying customers. This is not a Home Depot, Lowes or Rona and once they have your money, they laugh at you if you need to take something back. The place has gone downhill since the original owner used to run the place and I guess that's what happens when you get something given to you. Stay Away! from this place! Unhappy Customer
1 Updates & Rebuttals
David Parchment
Whitby,Ontario,
Customer Service
#2REBUTTAL Owner of company
Fri, June 20, 2014
I have owned Plumbing and Parts Home Centre for 12 years and was an integral piece in building the business for 11 yrs prior to purchasing the business from my Father. I have worked hard daily for the past 23 years with my staff to provide a consistently high level of customer service. I appreciate Lore Nicolak of Ajax taking the time to offer some feedback after Mr. & Mrs. Nicolak were in the store Saturday. Social media can be a great tool when used fairly and properly. Since 1979 we have been known in Durham Region as a place to source unique parts for the average do it yourselfer. We special ordered a plastic replacement latch made by Whirlpool for Mr. & Mrs. Nicolak's Maytag dishwasher. Unfortunately Mr. Nicolak broke the item when he attempted to repair the dishwasher himself. Even though it appears the part had been over-tightened, Mr. Nicolak was not interested in giving the manufacturer a chance to replace the product. He wanted an immediate refund as he felt the product was defective. Our invoices clearly state that we do not accept return of special order items or electrical items but I calmly attempted to explain to Mr. & Mrs. Nicolak that I will try to return the part to the distributer and then refund their money. I told them that I needed until Thursday to send the part back and give the distributer a fair chance to access if the part was defective.
Mr. Nicolak was aggressive in his manor towards me and said there is no place in the market for small businesses and everyone should shop a big box stores because you can return everything there. Unfortunately this means the customer has no responsibility for how they handle and treat products that they purchase. Despite Mr. & Mrs. Nicolak raising their voices and interrupting me speaking, I continued to maintain a calm demeanor and kept trying to help them understand I wasn't saying no, but that I needed until Thursday so the distributer could inspect the part. Mr. & Mrs. Nicolak tried to bully me by threatening to go on the internet and say negative things about my company. Mrs. Nicolak asked me if I was willing to take that chance for "a lousy 40 bucks?" I was very disappointed in the abusive manor that Mr. & Mrs. Nicolak spoke to my staff and myself. Instead of turning them away, I asked for an opportunity to contact the distributer in an attempt to return a part that I believe was broken and not defective. Mr. & Mrs. Nicolak seem to believe that being abusive and threatening is the manor to resolve issues. Since Lore Nicolak mentioned another customer in the store having "a look of disbelief on her face", I should explain that look. After Mr. & Mrs. Nicolak left the store that same customer told my staff she was incredulous that Mr. & Mrs. Nicolak behaved in such a poor manor and she appreciates how helpful we always are towards our customers.
