Plimpton and Hills Great Barrington

Greg O.

I am renovating a house in Hudson, NY. I thought purchasing items in Great Barrington at Plimpton and Hills would be a good idea after talking with my architect. We were hoping to find a supplier for all of our future renovation projects.

I ordered $2,000 worth of shower stalls and hardware for two bathrooms. I had great customer service from Cori in the showroom. My items were delivered as expected and on time. After the delivery I had to push off the bathroom install after a long delay in the renovation of six weeks. We did not open any of the boxes and put these boxes in the master closet on the 2nd floor that had no construction in this area.

When we opened the boxes 7 weeks after the shipment arrived (I know it was a long time) there was no valve trims in any of the items delivered. I immediately called Cori and asked her if she could please check and see if there were these valves in inventory. Clearly, there was a mistake with the delivery, despite the long time that had passed. Seven weeks had passed since the delivery, I was transferred to the manager Garrett. Eventually, I received a polite email saying all items were delivered and it has now been two months since delivery, which is a long time.

I replied and agreed that 7 weeks since delivery to notice there was an issue is a long time. However, I requested some additional info. Were the items in a separate box? Were the items added to one of the other boxes? How many boxes were delivered? I realize these are specific questions. However, Garrett told me he checked the inventory and with the driver. Since the delivery driver was certain the items were delivered, I figured it was best to check in with my questions. I'm told after numerous calls and unanswered emails that although the warehouse scans all items when they load the truck, they only keep this information (on their servers) for 30 days. Just asking how many boxes were delivered and which box the missing items were in to help locate things seems reasonable.

The missing items are not too expensive, only $350. I would expect Plimpton and Hills to be better than this and follow through in an attempt to sort out a solution. Being told that they have done everything to solve my missing items is not exactly true. I'm sorry, you are in the customer service business.