- Verified customer
Challenging customer support.
I have recently purchased several products from Reese plumbing, spending $1100.00. When approached the supplying Reece branch with concerns about one of these products I initially received a positive response and a request for further information via email.
The subsequent response to my email was adversarial, my issue was not the the product was defective but that it was not fit for purpose. The response from Reese was that the mixer tap has been installed and used so we may not be able to offer an exchange. I challenge anyone to assess the pe...
I went 3 times to the shop in Greenacre to purchase a product but in the end they could not provide it although the first time I rang they assured me they had it. I found another plumbing supply and they provided the item first time. I don't recommend Reece plumbing.
Excellent. They stand by their product.
Having lost a invoice in order to activate a warranty, every person I spoke to at Reece took great time and listened in order to help solve the problem. In the end the product was out of warranty but they went above and beyond to stand by their product regardless and went to great lengths in order to fix the problem. They stood by their product (when they didn't have to!), were honest, fixed the problem and showed rarely seen accountability and excellent old fashioned customer service. very impressed.
Abbotsford VIC staff ignorant
Was going to say go see for yourself but don’t , don’t. Go to Richmond only a couple of km away, seriously each time l go there the staff stuff you around they don’t care how long you’re there for , wouldn’t normally write a review but last time visiting inward goods was a joke
Excellent service and support
Renovating a bathroom and kitchen. I'm fussy and want great quality products and I want good service too. I got both from Chantelle at Reece Bathroom Life in Heidelberg. I have chose tap ware, sinks and shower rose and I am thrilled with them. For product knowledge and service you can't go past Reece Bathroom Life.
- Verified customer
Sales staff scolded me
Wish I could give 0 star as I got scolded by [name removed] from Reece Armadale when I contacted after the purchase, asking for my tax invoice by items (ATO compliant invoice).
The story was, I made a phone purchase of goods worth nearly $3000. [name removed] was very nice before I made a purchase. After the delivery, I couldn't find a tax invoice in the delivery so I called to request a tax invoice by items. She kept sending me customer orders so I sent her an ATO definition of what tax invoice is. She then sent me the tax invoice with descri...ption "payment of deposit of customer order", which is not what I've asked for. So I called the store to discussed. She started scolding me over the phone and asked me whether I was aware of how big Reece was and told me that Reece has been using the same accounting system since 1920 (I doubt that) so their invoices could never be wrong.
Shocking and worst service I ever had any where so far is in Reece
Went to buy a 100mm coupling in marsdenpark reece on 19/07/2019 around 14.50 and sales girl was angry and talking herself when I ask her to show for more products. Not paid any attention to customer and talking on my back when I was leaving as I dont want that product.
- Verified customer
Attrocious customer service, Reece Plumbing, Stepney SA
I just received appalling customer service from one of your stores in Adelaide. I purchased an American Standard Saga sink mixer for $235 from the sales lady [name removed] yesterday to find that it had been fitted previously by a Plumber and returned to the store. The paperwork to show a parts list and breakdown of the tap was not in the box, which notes the paperwork should be left with the customer (if installed by a Plumber) as it featured the parts list in case some are needed. The fittings were in a sandwich bag with part 18 washer missin...g as well as the L-wrench which is a hex key to remove the tap handle. I had to explain what this part was as she didn't know. The dress ring was not for this particular unit as it did not fit, but wobbled sideways when the mixer was fitted. I took it back today, having a day off of work to complete the work or we would be without a kitchen tap for three days, and was met with [name removed] who was keen to talk to me until I told her that there was an issue with the tap I was sold the day before. She cut me off short when explaining about the O ring, L-wrench and the misfitting dress ring and walked away, telling me that the instructions are often wrong. She looked at the sandwich bag of parts and said she couldnt see anything that might be wrong but "here is a new one anyway". The instructions are perfectly right in every way. I asked to look at it and she turned to her side and went back to work saying thats ok. I tried to show her the missing O ring washer that was inside the dress ring and she wouldn't even look at me. I left with my first bad experience from Reece. Then after taking it home and successfully fitting the replacement tap, which is a really nice product and simple to fit with basic home tools, I thought I would ring their spare parts and let them know that the O ring washer and L-wrench is missing and the Dress Ring is not for that tap, I met with silence and had to ask if he was there. He said "I'm not following you what did you buy?" I told him again from what was on the side of the box and said that I thought I would ring to let him know what was not correct in the box in case he needed to order in the missing and incorrect parts again before selling it to another customer. He said "don't worry about it we will sort it from this end, I don't have time for this I have people waiting. Goodbye." That was it. I was cut off while just trying to help Reece fix an issue that is theirs, not mine. This is an awful experience for me. Product accessories were incorrect and missing, [name removed] is a rude person to deal with who should not be exposed to customers, and [name removed] (I think) cut me off while I was just trying to help even after my experience with [name removed]. Every business should strive for its point of difference when addressing customers, to give solid, experienced, helpful, heartfelt and honest customer service. I didn't receive this from either department in Reece Plumbing at this location (Nelson Street, Stepney, Adelaide).
Part Replaced in 24 hours
We had a problem with the flush system on one of our toilets, of our recently constructed home.
We went to Reece for advice on how to fix. Jared at Labrador stopped his lunch and spent 20 minutes on the computer chasing the details of what we had install. Found the part numbers and raised a service call request. A couple hours later we got a call from their service department letting us know that a service technician would be in touch.
The next day the service technician called, arrived 50 minutes later and replaced the faulty flush system.
Brilliant service. Well done Reece
I walked in and asked for a replacement laundry tub overflow, although I couldn't supply the brand as I couldn't see it, I had the broken fitting complete with part number. Well the bloke behind the counter just told me as the law states you must have a waste overflow outlet in your floor so what I had could not be from a laundry tub. I then explained that I removed it and it was definately from the laundry tub but he wouldn't have any of that and new better. I left amused at both his lack of knowledge and ignorance of the fact that they can and do in fact have overflows. Got home put the part number in search and drove to Strathpine and picked up the exact fitting, they had 11 in stock. EX Reece customer now.
Thank God for Karen !
Can’t recommend Karen from the Moorebank store highly enough!!!! She transformed our bathroom disaster to a beautiful room!. I honestly thought that it was impossible ! Very impressed with her product knowledge and style suggestions. So glad that I listened to the friends who told me to travel 2 hrs to see her. Nearly didn’t but so glad that I did. A serious hidden gem in the Reece company and more than worth the effort to travel. Reece - whatever you are paying her it is not enough. Spoke to people at other stores. Most were helpful but nowhere near Karen’s level and quality of service.
Nightmare don’t buy anything from them
Delivered as faulty and took ages to replace. Replaced with another faulty and it has 7 yr warranty and asked to replace but a part of the product is outsourced and they say it’s out of warranty now. They make whatever excuses not to fix the problem. Don’t trust them at all.
Reece at Belconnen in the ACT is a well stocked store of plumbing and watering parts and equipment. Staff at the store have shown professionalism and helpful. Whilst only buying small items for personal use
Regret, Never use again,no customer service, no care
This company is a JOKE no matter what store we have been dealing with (in this case Bundall and Burleigh). Was advise when placed our order it would be in store for pickup within 3-5 days. They didn’t bother to ring us and we have had to do all the chasing on our goods. Finally after over a week goods arrived and it was only because we dropped in that they checked. They didn’t bother to ring as promised!! We believe it had been sitting in the store for more than a day. When we got the product home it was incorrect and seeking refund on one of ...the products they didn’t bother to check and wasn’t advertised correctly. Product said brush chrome but when you opened it up it was plastic. Again we had to reschedule our plumber, which is an additional call out cost, not that they give a damn. We thought the rest of the items were correct and call the plumber back. Plumber advised parts were missing and job could not be completed. Again, additional cost on us due to the incompetence of Reece’s staff not ordering and ensuring what was delivered was correct. We are still trying to sort out and again had to do the chasing. They don’t bother ringing back when they say they are and can’t believe the lack there poor customer service or care factor. I can’t believe we have ordered other things over the internet with delivery at our door with 3 days. Products were perfect but when dealing with Reece (trying to support local business) after 2 weeks we are still having issues. Lesson Learnt and will never use Reece again!!!! This issue is still going around in circles and sick of chasing up but don’t have a choice.!
Low quality, high prices. Disappointing customer service.
Bought a toilet and bathroom cabinet from Reece. When the cabinet arrived it was not properly built and had to be returned the same day. Reece Heidelberg staff were very helpful to fix the problem. I waited a few weeks and the new product was delivered. The new product is ok but the bench top marks easily.
The toilet has broken down 3 times in 9 months since purchase (ive had the repairers out twice so far). Looks like a third time is necessary. After 4 months of use it also developed rust type stains in the toilet bowl which according to ...reece 'customer service dept' is my fault due to water running into the bowl (diagnosis made by a customer service rep in their office!). Toilet doesnt leak. I have NEVER had this problem with any other toilet. Reece Bathroom staff in Heidelberg are great but Reece 'customer service department' are not helpful and will try to shift the blame to the customer to avoid any warranty obligations. Reece should have changed the toilet under warranty due to being faulty from new but now im stuck with this toilet and its constant problems.
Sale people are very different in different shops
The lady in Penrith shop last Saturday was extremely friendly and helpfull, she was trying to help us to find what we were looking for, she offered us a few options of bathroom mirror cabinets. I would say she is a golden standard of a sales person.
Unfortunatelly they did not have the cabinets we liked on display so we had to go to South Penrith shop to chek it out.
The young lady in South Penrith shop could not care less. There was noone in the shop except us and she was just sitting at her desk without even trying to help us. When we ask...
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