map-marker Houston, Texas

Moore Supply does not care about customer service

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We had heard good things about Moore Supply and went with them based on recommendations. We were told by the health department we needed a bigger water heater for our restaurant to accommodate our dishwasher On November 18th, we called Moore Supply. This was the last item we needed for inspection and intended to move quickly. We told our salesperson, who answered the phone the health department specifically said our water heater needed to be a minimum of 84,000 BTU. We were told by phone that the water heater size we needed was not in stock, but was at the facility next door. They gave us a quote of $2526.98. On November 19th, we went to pick up the water heater in our van. We wrote a check, picked up the water heater in a big box, loaded it up in the van and paid a plumber to hook it up. I was not present when he opened the box. I hired and paid someone to hook it up and he did so after hours. On November 20th, we noticed the water was only 76,000 BTU. We asked for and paid for one that we needed to pass inspection and that is not what we received. We called our salesperson at Moore Supply back immediately. He apologized and said "it would be taken care of". We didn't realize we would have to wait for one to be trucked in from the North and it would take an extended amount of time to get here. I believe Moore Supply should have been honest, told us they didn't have the size we needed so we could shop around. We are a small family owned restaurant with a minimal staff, just trying to feed our family and the community. We lost our last restaurant due to a fire in an adjoining business. Moore Supply sent another water heater, which took a very long time (for us) to get here. We had to push back our health inspection 4 times. We continued to call several times to inquire about its whereabouts. We were told Moore Supply would pay for the uninstall and reinstallation of the correct water heater, as long as we could provide the receipts. On December 2nd, 2 weeks later we were informed the replacement water heater would be personally delivered and would arrive later that day. It cost us $323.85 to uninstall the wrong water heater and another $1782.18 to have the correct one installed, plus installation on the wrong water heater. We spent an additional $2136.03, because Moore Supply could not deliver what we ordered I called them and the manager after all this lied and told me I never told them what size water heater I needed. If that is the case (which it isn’t), why didn’t they ask? What salesperson guesses on sizes? They refused to honor their word to help cover the costs of reinstallation incurred by their mistake. Moore supply is not only inept, by not being able to fulfill the correct orders, but also is untrustworthy by lying to their customer who spent thousands of dollars there and had to lose out on 2 weeks of income, plus another couple thousands of dollars for installation of the wrong water heater. I am advising everyone I know to not shop at Moore Supply.
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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

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