Great Purchase Experience - Not so great shipping on subsequent order
Posted by Firemark on 11/22/2009
ATLANTA AREA, GEORGIA -- Here's an update to the orginal posting below.
After having a great experience last year, I decided to purchase 2 more toilets for another property. This time however shipping was a major annoyance.
I was assured when I ordered the toilets that although they would be shipped Fedex Freight, they would be unloaded from the truck and could be delivered directly to my tenant property. In reality, Fedex flatly refused to deliver with "lift-gate service". The Bill of Lading and shipping instructions from NationalBuilderSupply, aka HM Wallace, Inc clearly indicated "lift-gate service" was not purchased and not to be provided.
I called and emailed NBS, assured they would take care of it but did not. I was forced to change plans and drive to Fedex's distribution center to pick the pallet up myself since there's no way my tenant nor myself could pull a pallet off a tractor trailer.
Sorry to say but, buying from this company is hit or miss.
I purchased 2 Toto Toilets from National Builder Supply after doing extensive online research for the brand and model desired. I found NBS via related web searches found they had a great price and offered free shipping even though these are very heavy items traveling from Georgia to my home in the New Jersey.
I was in process of placing an order online when I decided to call their toll free number about a question around 7PM on a Thursday evening. My question was answered immediately and then was offered an additional discount if I placed the order over the phone.
30 Seconds after I placed the order I received an Email confirmation.... while still on the phone with the customer service rep!
2 hours later I received confirmation the order was processed and being picked up by the shipper.
Each time the shipment hit a waypoint I received an email with updates on delivery ETA and took delivery a day early, the following Tuesday at 11AM.