The Plumbery

Wow! Almost went to another retailer for our remodeling. Glad we did. They took great care of us. (my wife is a little demanding and some how they made her happy) Thank you!!!

My family and I walked in on a Saturday morning to shop for our bathroom remodel project. Reviews are consistent: there is a lack of sales staff to help. The woman at the front desk wasn’t warm, friendly, nor helpful. We looked around the gigantic showroom while the sales staff, I think there were 2, were helping customers at their desks. After at least 10 minutes of being ignored, we decided to go to New Luxury Baths in Livermore, received personalized service, and happy to spend our money there.

I worked with the staff at the Plumbery to find just the right items for my remodel. They were educational, professional, and I didn’t feel like they were just trying to make a sale– they were trying to help my dream become reality. I will always refer The Plumbery!

We were very fortunate to work with Mr. Mathieu Wisz. He was highly professional and knowledgable. He assisted us in selecting the perfect design and type of plumbing fixtures that fit our architectural and budgetary needs. Over the years, he has built a vast knowledge base of plumbing products and he shares it patiently and generously with his clients. Additionally, he was efficient and precise in placing our order and made sure that we met the timeline required to move our remodel project forward. We felt extremely fortunate to have discovered him at the Plumbery and we give him our highest recommendation.

Despite a lovely array of fine products, the staff that I interacted with proved utterly incompetent. Work orders lost or misplaced, messages not conveyed, calls not returned in a timely fashion, if at all and way too much time squandered on ordinarily easy tasks. Do yourself a favor– shop elsewhere.

Went to the Plumbery on the recommendation of a friend.
What a pleasure it was working with Matt Wisz. Very knowledgeable and extremely helpful! He was very patient in answering my many questions.
Would highly recommend and want to thank Matt for an exceptional job well done!!!

I give 3 stars to highlight that, although the salesman spent time with us and answered our questions, there was ‘something’ lacking.
But during the process, the receptionist commented on ‘How well I was managing with my walker.‘
Such verbal observations to people with disabilities are not necessary.
I’m sure she would deny being patronising and say she was being ‘kind’.
But no comment or observation was required.
I was simply a customer, the same as everyone else.
People with disabilities should not be made to feel awkward. All we ask is access to the establishment and dealing with knowledgeable staff.

I never could have remodeled our master bath with out Lawrence’s help! I didn’t have an appointment, but he made time for me. He asked all the perfect questions to identify what was needed (style of home, budget, functionality desired) and helped me clarify what I wanted. He has a wonderful sense of style and caught the designer’s vision immediately. He worked within my budget and recommended good quality fixtures and then explained to me the rough-​in components I would need and how they all worked. He expedited delivery for the parts the plumbers needed immediately and kept us on schedule. He also showed me how the tub filler and vessel sink faucets should be placed so that they didn’t splash — a small detail, but so important! Our project turned out perfectly and I’m so grateful for his help! And just an quick mention, the prices at the Plumbery were lower than I could find online. They are great!

I should have read the earlier posts before going out to the store. It was as if I was just invisible. No one to help out even though there were no other customers. The lady at the front desk was extremely rude and refused to call/​find someone to answer my questions.
I went there to replace all the faucets and to add a home water filter system. I’ll just take my business else where now.
Really bad customer service and unprofessional people. Please save yourself a trip and go elsewhere.

We remodeled our kitchen several years ago and bought our fixtures from The Plumbery. We recently had an issue with one of our faucets and I was worried I was going to have to buy a new faucet since the one we have has been discontinued. I went into the Plumbery and met Jennifer Hendrickson who located a part for my existing faucet and had it shipped to us at no charge. She definitely went beyond expectations. I can assure you I will always shop the Plumbery before anywhere else, including Home Depot. You can’t get the quality of fixtures or the excellent service I got from Jennifer at any of the big box stores. I will definitely recommend The Plumbery to my many friends who are remodeling their homes.

Start to finish a great remodeling experience! Everyone there was so helpful and I would recommend them to everyone!

Worst Staff! Owner needs to get back to work and manage their staff. Team of losers at this place.

The staff is helpful. Use them for information. Do not buy here. Items we ordered over a month ago still have not arrived even after us calling them for follow up. They stated the items are all at the warehouse and promised delivery. Their delivery system has serious problems. The truck forgot to come to our house for a scheduled delivery. We waited around all day for the truck. The delivery was then rescheduled and showed up with one order completely missing, another order incomplete, and another item with 4 shipped when we ordered one. The delivery person said they would check with the warehouse to see if the missing items were there and call us back, of course no call. This whole process started on Feb 2, now Mar 16. Our project is underway and we are missing most of what we ordered.

If you are looking for a plumbing supply house that is overpriced with poor customer service you have found the right place. Good luck returning a wrong part and trying to get credit.
Do yourself a favor look on-​line same parts much more affordable and better customer service.

One and Done!!!
My plumber gave me two options for getting a kitchen faucet for him to install. Unfortunately, this was one of them. We went here first only because of it’s proximity to work. Thought we could go in at lunch and knock this out, wrong. I suppose you could make an appointment like the woman that came in after us did (a month in advance), but these are plumbing fixtures after all, we are shopping, and not scheduling brain surgery!
Seeing a business (of any kind) run this way, in this day and age is surreal. There is a front desk receptionist who is as useful as a bag of hammers, and a bull-​pen of sales people sitting heads down on their phones off set from the showroom floor. They will not make eye-​contact with you or acknowledge your presence. The receptionist, can give you no idea how long a wait will be; two minutes, two hours, two days? Needless to say, we voted with our feet, took some pics of the beautiful things they do have that we can (will) buy somewhere else, and left.
Based on the reviews I studied prior to going there, I would have to say we dodged a bullet. If you can’t even get sales staff to engage, how much better can the whole sales experience be?
My strong suggestion to their owner/​manager/​adult-​in-​charge is to get some free floating retail floor staff to accommodate customer walk-​ins, the economy must be back, if this business can leave money on the table?
Looking forward to my Hans Grohe faucet from the other guys!
Cheers
P. S. — Going to have a word with my plumber for referring this shop.

We had high hopes when doing business with The Plumbery. In the end, despite the fact we got the products we wanted, it was a frustrating and difficult experience dealing with the staff.
The Plumbery has a ton of options if you’re in the market for new bathroom and kitchen faucets, shower heads, sinks and a whole host of other products. Unfortunately the experience in buying it, and getting it delivered, leaves a lot to be desired.
First, they don’t have enough staff to help their customers. They should consider hiring some help. I’ve had to wait for somebody every single time I’ve been there.
Next, the person who answers the phone — who has the same name as a day of the week they’re not opened — is useless. Her job description likely includes telling the customer their sales associate isn’t available, sending them to voicemail that is never returned and taking names of those who come in and want to see a sales associate that’s not available for a while. The Plumbery management would be well-​served to teach her how to help customers in useful ways, like take an order.
Next, the experience of ordering takes me back to the 1980’s. You tell them what you want, they look it up in one of dozens of books and binders, they hand-​write all the estimates, and when you’re happy, they key it into a computer terminal — green-​screen style. A process that should take a few minutes takes at least 30 minutes. No wonder the people aren’t free to help you.
Next, once you place an order, it may or may not show up. You’ll call to talk to your sales associate, but the aforementioned person named after a day of the week will send you to voicemail that is rarely checked and never returned. So you’ll have to go into the store. When you get to the store, the aforementioned person named after a day of the week will tell you your sales associate isn’t there that day and she’s the only one who can help you. You’ll have to do what I did — say, «Bullshit. Somebody else can help me.»
When you bring in the order form and shipping receipt, they may or may not give you an argument insisting the parts did arrive, even if they’re not on the shipping receipt. Eventually they’ll discover you’re right and they’re wrong even their «computer system» is wrong. It was a shipping error in their warehouse.
Next, you’ll also realize that the order had parts on it that were missed because they were written on a second page during their estimate process. We got them ordered, but we had to go through this process again. Frustrating. Getting them delivered is another story, though.
Finally, the GM will promise that she’ll hunt down the parts — she did hunt down 2 of 3 missing parts. She owned up to the fact she had a warehouse issue, and they drove them to my house one morning. One of the few good things to happen. But, as I write this the 3^rd is still missing. The GM will also promise to follow up with you daily until this is found. She won’t She’ll also tell you she’ll call you back with the expected delivery date for your «new» order. She won’t do that either. You’ll call and leave a voicemail.
Lather, Rinse, Repeat.
In closing, I eventually got all my products and parts — some more than a week after we wanted and needed them. The product selection is great and the quality of the parts is great. All the big brands are displayed. But if you actually want to order anything, and get it in your hands, you should expect a putrid experience from some folks who just don’t seem to give a shit.

We just spent less than five minutes in this store and the last thirty minutes in disbelief at how rudely we were treated.
Not that it should matter, but we are looking to spend a lot of money remodeling our bathrooms so maybe the lady at the desk could have been, at the very least, polite. We are a young couple so maybe she didn’t think we’re worth her time. Couldn’t even hand us a business card. At the risk of sounding like a snob myself, someone should clue her in to what people with money to spend in this area look like. My hoodie and Converse shoes don’t mean I’m broke. Oh well, it’s not my loss.

Lawrence was wonderful! He was considerate of our budget and lead us to the perfect choices. His attention continued long after the order was complete with updates regarding outstanding items and delivery expectations.
We were greeted by a receptionist (several reviews mentioned this did not happen). It is necessary to schedule an apt after your initial meeting because of the amount of choices.

My husband and I went shopping as we are beginning an extensive home remodel. We walked in the door, were not greeted by the front staff and begun to browse the floor.
SEVERAL sales reps walked directly past us as if we were invisible, did not say hello, did not ask if we needed help nor did they even acknowledge we were there. Two were helping customers but it would not pain anyone to say, «hi, I’ll be with you shortly»
Must be a fluke we thought… nope. Several more sales reps, same thing.
We were in the store over 45 minutes and not ONE employee asked us if we needed any help, were looking for anything in particular. To further this people that came in after us were immediately welcomed and greeted.
Awful experience.
You should take customer service lessons from TUBZ in Fremont, which is where we went after your store, where we were greeted immediately and kindly helped without any pressure.

I was on the hunt for the perfect faucet for our kitchen *re-do*.and had looked online. But being a savvy shopper, I knew I needed to touch and feel my options before any commitment.
The Kohler site sent me here… and I called before I went in to make sure they had the finish I was considering. They had lots of options, and some very nice brands, but in the end I decided on the one I had seen online.
They shipped it from their Sacramento store, gave me a great discount, and I was on my way.
Shop local :-)