PACE Supply

Anita D.

First off, I am not a plumbing contractor. I am a general contractor who has been working in the Napa Valley for over 40 years. For the few occasional plumbing needs I have, I can usually find what I need at Home Depot or Ace Hardware. What I don't find there, I can usually purchase very competitively online with a couple days lead time. Overall this has worked out very well.

However, this past Monday I had an urgent need for a $50 faucet cartridge for an uncommon faucet. As my Yountville client was anxious to have things wrapped up ASAP, rather than ordering online and waiting a couple of days for it, I called PACE Supply to see if they had one in stock. I spoke with Chris at inside sales and gave him the faucet cartridge make and part number. He replied that they had one in stock and gave me a price. I conferred with my client who agreed to the price and extra cost to go pick it up. I called Chris back 5 minutes later and told him that I would be down within half an hour to pick it up. Chris then asked for my name and phone number etc., ostensibly so that he could have the paperwork ready for me to complete the purchase without delay.

When I arrived at the PACE parts counter, the person who waited on me (not Chris) asked for my name and brought the paperwork over. He then told me that the part was not in stock - WHAT ?! I asked him if I could speak to Chris, who then came over to the counter. I reminded Chris that I'd talked with him less than half an hour before, that he'd assured me that there was one cartridge in stock, and that I'd told him I'd be coming right down to pick it up. Since he had told me that, I asked him why had he hadn't physically checked stock or pulled the part before assuring me that it was indeed in stock? He replied that they never physically verify stock or pull parts based on a phone call: that was company policy. He said it would take too much time to go running around checking stock every time someone called about something, and that parts pulled based on phone calls would soon be scattered all over in big piles. At this point I expressed my frustration of having driven 25 miles and wasted over an hour for nothing, and that I didn't think much of their ""company policy"". His answer was ""I'm sorry you feel that way"". Any further comments I made to Chris were met the the same repeated mocking response: ""I'm sorry you feel that way"". Other PACE employees were in close proximity as this conversation played out, and no one said a thing. As such, I think it it very possible that PACE Supply company policy is indeed not to check stock or pull parts based on a phone call, even when a customer says they're on their way over to pick something up.

Their company, their rules I suppose, but when a company has policies and employees that abuse and disrespect their customers, what else is there to say?

Dave J.

I bought a water heater last week. I got there late Friday afternoon, they were very accommodating. The two clerks at the counter were friendly and very helpful. The unit was much higher quality than the one I was replacing and only $200 more. Once I fired it up it heated water quickly. Much more efficient than a heater one would find at Home Depot or Lowe's. I'll be back next time I need something.

Susan F.

Would only recommend if you are a professional plumber. If you are a "" lay person"" ( read-older female homeowner), go somewhere else. bought a pretty faucet unit there. my plumber installed it- it leaked. My plumber took it back to them- they suggested that he tighten everything on the unit, as "" tight as possible- "" you can't tighten it too much"" when reinstalling. He did so. Now it leaked at three joints. They had told my plumber, if tightening didn't work- to return the unit to them. I tried to do so today. The gentleman behind the counter clearly remembered speaking to my plumber. But I could tell that he didn't want to go speak to the "" sales manager"" - which apparently, he had to do to be able to make a refund. He left, was gone twenty minutes. When he returned , he said that they couldn't return the unit- as it had been over a year since purchase. Well, it had only been 3 weeks, as shown on my receipt. Back to the sales manager he went. Another 20 minutes. Came back with some other lame excuse why it could not be returned. I asked to speak to this manager. He arrived- it was, actually, the gentleman who, originally, sold the unit to me. I explained the issue, again, and he said he couldn't return my money. Instead, he would have to send the unit back to the manufacturer for "" testing "". After the ""testing "", to see if it was a manufuring error, or an "" installation error"", then I could deal with the manufacturer to get a refund. Huh. Not likely. Afte another 20 minutes of discussion, he reluctantly gave me a replacement unit. I don't believe that I have EVER had such an issue with trying to return a defective unit. Got the feeling that returns, likely, are not permitted there. Caveat emptor.

Aaron S.

I am signing up with yelp specifically to write this review. I have spent thousands with this company and every time I need more supplies I wince in anticipation of dealing with them. The countermen are obnoxious and rude. I actually had one guy click his tongue and roll his eyes at me. When they screw up an order they will battle with the customer for weeks before fixing THEIR mistake. Good luck if you don't know exactly what part you need. They are either completely ignorant of their own stock or simply too arrogant to offer help. My belief is that it starts at the top and the manager of this store must be a jerk.