warehouseselect

I have purchased product in the past from Ira Wood as have family and friends based on my recommendation. Not anymore. My friends and family have now been warned about this company. Years ago, you could actually speak with a person if customer service was required . These days, Ira Wood seems to prefer handling everything via email. I guess that it is a lot easier to turn down a customer when you don't actually engage with them as a human being. As a result, I became extremely frustrated with the process. I am not totally blameless in this, and Ira Wood knew from the start that I was partially at fault because I told them so. I did not read their return policy letting me know that toilet seats are not returnable, and then, I ended up choosing the wrong size toilet seat for my Duravit toilet. It took MONTHS for me to receive it and, once I did, I realized that I had ordered the wrong length seat while removing it from the box. I needed an elongated seat and accidentally ordered a standard seat instead. I went on to their site to look for the proper size only to realize that Ira Wood does not adequately describe their Duravit seats in order to pick out the correct one. Hence, why I made my error. I then spoke with a Duravit representative who also had a hard time telling me which seat went with my Starck 3 toilet. After finally receiving the proper model number from her, I then emailed Ira Wood asking if I could exchange it for the proper one. I never received a personal email from anyone at Ira Wood or a phone call to discuss my situation. The few emails I received were automated, and then, while waiting for status on my case, they closed my case without any notification and/or explanation. I had to go on to their site to see that my case had been closed. When I emailed requesting that my case be reopened, I later received an automated email telling me of their no return policy for toilet seats. Still no personal contact.
I used to be in sales. Customer service is key to any good business. If someone had called to discuss this with me, I would have been o.k. with all of this. I may not have been able to return the seat (over $100.00) but at least I would have felt that I mattered. By the way, there are a number of other online retailers that will take back new and unused toilet seats with much shorter lead times and interactions with real live people.

It's been over 5 weeks since my credit card has been charged and my orders have not been fulfilled. The Sales team provides good service, they can match a price and are quite responsive. Though, the matching price process takes a day to get the prices approved. Once my orders were placed and the charges billed, I have been trying to follow up on the status of my orders. I called and left multiple voicemails. Every time I call, my questions are routed to this person KATHY and for over a week she has not called me back! Irawoods offers good prices but you have to consider huge huge huge delays in shipping. If you have contractors lined up for your project, most likely you will not have your products on time. On top of that, I would say that I was faced with a very disappointed customer service when I was following up on the status of my order. The shipping provider they use for the curb delivery never called to schedule delivery, they just showed up on my door steps. I was lucky that I was at home that day. Overall very poor experience and I would definitely shop somewhere else next time. WATCH OUT and try shopping somewhere else!

I am so angry right now with trying to track an order for a Vigo sink I made through Ira Woods 2 weeks ago! They have no idea and can't seem to help me. Not only that, but their customer service is terrible; they only get defensive when I inquire how can it be that they don't know where something I ordered two weeks ago is. They will blame the manufacturer rather than take responsibility for their own negligence. Yes, I agree with other posts that this is a fraudulent service. They need to be taken out of business and manufacturers should be advised to sever all connections with Ira Woods.

Placed an order on-line on 3/30/07 for two faucet sets. Should have reviewed their Return Policy more thoroughly.

After placing my order, I decided to go with a different faucet. I will have to forfeit about $60.00 of my expected credit for returning the faucets as they have a MINIMUM restocking fee of 30%.

I can understand a reasonable flat rate restocking fee, but a percentage fee is not reasonable. My mistake for not checking out their policies before ordering.

Also contacted them to cancel two towel rings also ordered on 3/30/07, as they will not go with the faucets I decided to go with. They initially told me in mid April that the towel rings would ship in about two or three weeks, which would have been towards the end of April.

I left a voice message with my customer service rep on Monday, 4/23/07, after hours, to cancel the towel rings ordered and asked that she call me asap to confirm she got my msg & would take care of canceling the order.

Having not heard from her by late Tuesday afternoon, I called again and finally got her on the phone after having been put on hold for a good 5 minutes then having her 'accidentally' disconnect my call.

She seemed to have cared less that she had apparently not even checked her messages and had not called me as I had requested to confirm that she would take care of canceling the order.

Her delay in handling my request could possibly cause me to incur additional return shipping if Moen ships the towel rings before she can contact them to cancel my order.

Ira Wood & Sons is apparently too busy to provide prompt customer service, therefore, I will never shop with them again, even if they are the lowest price on the internet.

Their unreasonable Return Policy and poor customer service is going to cost me much more than I might have saved.

The worst experience I have ever had.In March I ordered 2 accessories for my Franke sink was promised delivery in 30 days it is now 6mos later no accessories. Cancelled order and was told a refund was processed on 8/18/11 still no credit to my cedit card. Cannot get anyone on he phone and Kathy Oliver will not respond. Anyone that orders anything from this company is crazy.

I ordered a faucet and less than 12 hours later, I called to cancel the order. At first, they didn't want to cancel the order, and then they threaten to charge me a 15-50% restocking fee, depending on the managements discretion. They told me that Jado (the faucet company) charges them to cancel orders and they would have to pass that cost on to me. (Sounds pretty shakey to me). But they couldn't tell the cost up front so I could make an informed decision.I requested to cancel the order anyway. At first, they were going to charge me $65, but then said that the faucet was discontinued and they didn't charge me anything. I got pretty luckey this time. I called Discover and they said I could have disputed the charge and then the company has to go thru extensive paperwork to prove the charges and sometimes they just don't bother. I would have done that if I had to. I believe they try to keep your money for doing NOTHING. Someone needs to close them down. They bugged me for a while to buy another faucet, but I would never deal with them again.

Ordered a sink and accessories online @ 4 PM Monday. Within 10 minutes, a staff member called me to say that UPS (my preferred carrier) had already been there, and would I let them ship FedEx so the order could leave yet that day? This was most impressive, but I chose to stay with UPS. Received an email next day that the order had shipped. It arrived Thursday about noon. It was double-boxed and well padded. I got exactly what I'd ordered and in perfect condition. A very pleasing performance by this merchant. I'd readily order from them again.

I purchased a high end toaster based on their promises of customer service, free shipping and the web page promise that the item was "in stock, usually ships the same business day." Since then, I have been waiting 3 weeks and e-mails to the customer service tell me that they are waiting for delays from the manufacturer. In other words, the item is not "in stock" but despite having this brought to their attention, they are still deceiving current customers with the same deception that caught me. Still waiting.

Worst customer service I've experienced in at least five years. Six weeks after we placed orders for faucets and shower fixtures they still hadn't arrived. We spent $1800 in bathroom fixtures! They kept stringing us along with various dates that the fixtures would arrive. Then my sales person, Nick gave me one and two word explanations for things when I asked 'why it was taking so long.' Then he stopped responding altogether. Then didn't return a phone call. When I finally got him he said to me, "Well, it's not in yet." I said, "No sh@t it's not in yet!" Then put me into voice mail and when I tried to call back he put me straight into voicemail. The person who took over for Nick didn't even return my call and when I finally got him via on-line chat, acted like he didn't know who I was. I cancelled my order after seven weeks of no product and bought from homeclick.com who had the product in stock.

I ordered some Danze fixtures and they told me they were on back order. it has been 5 months and I called Danze, not only are they not backordered, Ira Woods never ordered these products.
BASICALLY THEY TOOK MY MONEY, WITH NO INTENTION OF DELIVERING GOODS!!!!

I contacted Customer Service for further info on a WasteKing disposal.Talked w/ Bruce who was very helpful and informative. I then ordered one and was absolutely amazed at the response. Their e-mail follow up logged the order at 10:14,confirmed billing at 10:16 and filled the order for shipping at 10:57. Web site and Fedex tracking info was great. Received the disposal three days later and installed it in two hours.
Great pricing,great customer service,absolutely satisfied. If customers ASK questions before they order, they most likely would have a positive experience. Thank You Ira Wood & Sons!

I ordered a knife from this merchant and was invited to pay with paypal which I did. Got the usual couple of emails advising that the order was being processed. Then an email telling me that the item had been billed, (meaning that they got their money) but unfortunately "due to circumstances beyond their control, the item is out of stock". They estimated that it would take 12 days or so to ship. Paypal says they can not do anything about it. If I had known the item was not in stock I would not have approved the payment. I would not buy from this merchant again.

I sent $190.20 to Ira Woods for a sink, waited 2 months, didn't get it, plenty of excuses why they didn't have it. I got it easily at Lowes. Now after nearly 4 months they refuse to give me my money back. They are just going to steal it.
I will have to arrive on their doorstep with a policeman.
Patsy

I purchased a sump pump on 5/23/2011 and never received anything. After 3 1/2 months of trying to get either a pump or my money back (122.53), I still have not been able to recover anything. I even went through the better business bureau and they even gave up and closed the case as unresolved! Do not buy anything from this company unless you really want to part ways with your money for no benefit to you....

I found this company while searching the internet for the impossible, trying to find a replacement for my 12 year old American Standard toilet tank that just cracked spontaneously. So I put the model number in and Ira Woods came up stating they had this tank in silver for $29 and $99 shipping. However I needed a white tank but I called anyway. Bill answered and my first question was, why is the shipping so high for just a tank. He offered to prepare a quote to see if shipping could be lowered. Promptly I received a quote that lowered shipping to $50. I then mentioned that I really needed a white tank, not silver and probably should just buy a new toilet. He said they had a lot of American Std from years back and he would check to see if by any chance they did have a white one. Sure enough he called and said, yes they did have a white one, in the box, brand new. Then I asked him if it had the parts inside the tank or just the tank. He said I could probably buy parts if it didn't for not too much. I told him I wasn't too handy but would see if I could buy parts for a 12 yr old tank in case it didn't. He called me shortly and said, he checked and said yes, it has parts. I ordered it immediately, not believing my luck. He told me I would get it within 3 days. I got my order confirmation that my credit card was charged but never got a tracking email, so I sent an email to a Kathy who was listed on my receipt. She didn't respond to me but Bill sent me an email the same day, saying he was checking to see why my order did not go out and found out the problem was the lid was broken. He knew I only needed the tank and said to even things up to make good for lack of a lid, I could choose a gift from their items under $25 page. I started to get a little worried. First Bill found this needle in a haystack item for me that wasn't even inventoried on their site. Then he said the lid was broken so I imagined that the tank was probably damaged in some way also. So I replied to Bill I would take a hair dryer but I also started researching the company and found all these bad reviews. So, after not getting an order shipment confirmation after a couple of days (it was the weekend and Columbus day holiday) I called Bill and told him maybe I better cancel the order and told him I was concerned b/c I saw all these complaints about shipping and damaged goods. He assured me the tank was in good condition, followed up on the order and called me twice to make sure I got the tracking info. I still thought I never would see this white wonder tank (that was waiting for me to buy it for the past 12 years) and expected a silver one to arrive instead or a wrong model or damamged goods. Well, just as Bill said, the toilet arrived by Fed Ex, three days later, today, in excellent condition and it was new. I installed it myself and problem solved. If I had read these reviews before I contacted Bill at Ira Woods, I never would have even contacted this company.I would have just gone out and bought a new toilet rather than deal with the hassles many posters described. But for 80, 29 tank 50 shipping and installing it myself, I save over $200 not having to buy a new tank. I'm sorry others had problems but for me my experience was wonderful, particularly thanks to Bill and all the effort he made to make what is a really small sale. I'm glad he answered my initial call!

I ordered a Nu-Wave oven from Ira Wood & Sons on 2/9/2009. I then read some of the reviews left by others and got nervous. I received my oven on 2/12/2009 in perfect condition. The transaction was handled perfectly from start to finish and I am very satisfied with Ira Wood & Sons. I received several e-mails from them letting me know the status every step of the way. I would not hesitate to order from them again. Thanks Ira Wood & Sons!

In years past I purchased many Hansgrohe items from Ira Wood & Sons and was pleased with the company. In the summer of 2011 I placed an order for a Hansgrohe product and paid for it by CC when the order was placed. I was promised the product in two weeks and finally requested my money back after 2 months had passed without any sign of the product. After more weeks of attempting to get a refund from their accounting department and customer NO service, I turned the case over to the CC company and was finally credited back the money. This company has really changed for the worse. There is no customer service and the sales department is just a joke. I even complained to Hansgrohe about the service with Ira Wood and Sons. I was able to purchase the product from a local plumbing supply house in Phoenix and it arrived approximately 2 weeks after the order was placed.

In at least 10 years of heavy online purchasing I have never come across such a disreputable firm as Ira Wood & Sons, Inc.

Ira Wood & Sons, Inc. appears to have some kind of online cash flow scam going here. Unlike most reputable online resellers, Ira Wood & Sons, Inc. collects its cash before they have the item on hand. In my case Ira Wood & Sons, Inc. just kept putting off the shipping dates until I finally asked for a refund—even the refund was delayed.

It seems that Ira Wood & Sons, Inc. offers lower prices than others to secure the orders then (in my case) never ship the items. They are always friendly and apologetic with seemingly good excuses and intentions. Meanwhile they had my money for over 3.5 months and I never received the products.

I ordered 2 Panasonic fans from Ira Wood & Sons, Inc. late night on Sat 2/19/11 and was charged for the fans ($433.64) on Sunday 2/20/11. At the time this was a great price with free shipping. I should have checked the online reviews first—I usually do. I shouldn’t have rushed the purchase before going to bed.

The first disappointment was the following note on my receipt: “As agreed upon, the products listed here have been reserved for you and are expected to ship On or After 03/09/2011. Your order will be held for one complete shipment.”

I had never agree to this and it was the first I’d been told there was a delay, but it was not too concerning at first. Most reputable firms will tell you the item is back ordered and offer a choice of canceling the order before they charge or a refund if the charge has already gone through.

It slipped my mind until 3/20/11 when I complained about not getting my fans yet. Ira Wood response: “As stated in my previous email, the items on your order have yet to complete the shipping process. You have requested I provide you with a estimated ship date. The current estimated ship date for your order is 04/05/2011.”

Of course this date came and went. I complained again on 4/14/11 and got a response on 4/15/11: “As stated in my previous email, the items on your order have yet to complete the shipping process. You have requested I provide you with a estimated ship date. The current estimated ship date for your order is 04/26/2011.”

I called and sent an email again on 4/28/11 and they said they would get back to me within a day and never did.

I contacted them again on 5/6/11 and received this response: “Per our phone conversation, the items on your order have yet to complete the shipping process. You have requested I provide you with a estimated ship date. The current estimated ship date for your order is 05/18/2011.”

This whole time, when I spoke with representatives on the phone they always claimed that the problem was with Panasonic not being able to keep the supply up to the demand for a popular product. Of course this turned out to be nonsense.

By 5/31/11 I had read all the bad reviews on Ira Wood and asked for a refund to my credit card here is their ridiculous response: “This is to inform you that a refund has been set up for you. Your refund is now pending approval and processing. Once your refund is approved and processed, you will receive a separate email with receipt of your refund. Please allow 3-5 business days for your refund to complete processing. Thank you for your patience.”

Of course after 3-5 business days there was no refund. This time on 6/9/11 I called several times and could not get a human I left a very angry message demanding an immediate refund and questioning why it would take more than 1 day for a refund to show up on my AMEX acct. The refund finally showed up on my account the same day—6/9/11.

By this time there were also far more online resources for the fans at similar prices. I ordered 2 more fans from 2 different sellers on 6/1/11.I received both fans on 6/3/11 and had both fans installed by 6/5/11 before I even received a refund from Ira Wood & Sons, Inc.!

I can not find on the web site where it is suggested my $150 item is out of stock. They billed me the same day I ordered. After not hearing from them for a week, I contacted via email which they ignored. After contacting them the next week, they did not have the item and did not know when they would. They would not substitute anything for my order. I have wasted two weeks and now have cancelled my order. I would not recommend this company.

My toilet from Ira Woods arrived broken and for 2 months they have refused to deal the with problem. It was not packed properly and that's why it broke but they claim that UPS has to cover the damage.
It has been sitting in my lounge room for 2 whole months and they tell me I cannot throw it out! I even bought a new toilet from them but they still wont resolve the issue. I would never purchase from them again.