Tri-Supply - Austin — Local services in Austin

Our builder uses Tri-Supply for appliances in his houses, so we spent an obscene amount of money with this company when building our house last year. Given how much we spent, I certainly expected more in regards to customer service. The fan for our vent hood NEVER worked properly, from the moment it was installed. After a few minutes, and sometimes immediately upon turning it on, it makes a horrendously obnoxious sound.

I reported the issue to our contact promptly upon discovery, but no technician ever came to fix it. Rather, to my knowledge our builder's superintendent obtained another fan from Tri-Supply, which the GC installed... And the problem still persisted. Reminder: This is a brand-new custom home, so naturally we expect everything to be in proper working order. I again advised my builder and our contact of the issue, but it was never re-addressed and therefore was never fixed. Time passed and (shame on me for not forcing the issue sooner, but I lost my mother figure and had my first baby in the interim), I contacted Tri Supply recently in an attempt to hopefully remedy the issue once and for all - But I was shuffled off to the manufacturer (Broan), who took ZERO responsibility for their faulty product and just passed me off to a local service provider. The local service provider then advised that Broan informed them that the vent fan was no longer under warranty (the damn thing never worked from day one!!), so there was nothing the service provider could do for me. They requested all of my email documentation from last year to try and "prove up" that the issue actually existed from the start. My builder was kind enough to send out his GC to try and remedy the issue - The fan worked fine for him (go figure), and fine for me that evening he came to evaluate it - But then a few days later started making the obnoxious noise yet again.

At this point, I'm so tired of trying to get help from my Tri-Supply contact (I'm sure she has the emails I need to "prove up" my case, and I have them on a flash drive somewhere b/c I kept all that documentation) -- That I guess I will just throw in the towel and consider the vent hood fan a lost cause at this point. Such a shame that this company passes their (high paying) customers off to various other parties instead of doing all that they can to assist them and remedy issues with the products they sell. VERY disappointed in the entire process -- Awful customer service -- Had my contact followed up with me about the issue from the start when it continued to persist, I wouldn't have had to screw with it this late...

EDIT: Within minutes of posting the original review, the store manager called me, and apologized for the situation and put things in motion to see if we can get our order sooner. ORIGINAL POST: When I walked in, I was a like a kid in a candy store! Beautiful shop with great selection and reasonable prices. However the customer service I have received has not been good.

We were in the middle of a remodel and needed a window ASAP. I had placed an order with another company, but they said it wouldn't arrive for 5-6 weeks. Over the phone, sales Rep Anthony Rouly told my partner he could have it in 4-5 weeks, so I called to pay for it and get it ordered. No return call...Tried again multiple times, never could get him to return my call to take my money. I finally went in to the store. I stood at the front desk for over 30 minutes. Anthony Rouly was sitting at the front desk, working with another client. He never looked up at me or asked if he could help, or what I needed. Another sales Rep was also at the counter working with another client. He at least asked what I needed, looked at the quote I had in my hand, and said someone would help me when they were free. Eventually a third person came up and asked what I was waiting for. I told her I couldn't get anyone to take my money for an order. She literally wrote my credit card info on a scrap of paper, and Anthony leaned over and told her to give it to someone in the back (I don't remember the name). She said she would get it to the right person and they would email an invoice. After a week I still had not received my receipt/invoice. I called Anthony with no response. I finally reached Dora Burke who was very helpful, and promptly sent me the invoice/receipt. On the invoice it named a delivery date. Today, on the stated delivery date, I called to check on it. Anthony Rouly answered the phone. When I told him why I was calling, he said the window would be another 3-5 weeks, and that the stated delivery date was just an auto-generated date. When I said he had told us we could get it in 4-5 weeks, he denied it and said he would have told us at least 8-10 weeks. I said if we had known that, we would have stuck with the other company we had originally ordered from. He again said there was no way he would have told us less than 8-10 weeks. So here we sit, with a gaping hole in the wall, continuing to wait as we go into the...

I hate to give 1 star to the store. Its mainly in regards to 1 employee working in appliances. She is RUDE! We are currently building a custom home and have purchased a good amount of items from your store (all appliances, doors, crown molding, lighting, 85” ceiling fans, baseboard, pot filler from California and a few things more) When we purchased our appliances from the lady she was very nice & when we had them delivered the fridge was way to big it stuck out 37 1/2 inches for the custom cabinet opening. So we paid for delivery and sent it back with Michael before he took it back we talked the lady letting her know and her attitude and response was I don’t understand what you are telling me, what makes you think it won’t fit? The dimensions say it will fit. Your delivery guy was witness to the conversation & apologized. Today we went into pick up 2 slab barn doors we had ordered and then looked into a smaller fridge & the same lady was the one assisting my husband again. Well when we found the same brand but different size she says it cost more because it’s new and we didn’t have it when you purchased the others, we sent you what you ordered. She’s says she will have to charge for delivery again, plus the difference & my husband said of course you do. I just am so upset that one person can make a shopping experience so unpleasant. We have dealt with Nicki for the majority of our purchases, the pro desk manager & Roxanne too was very pleasant but she just made us feel like we ruin her day & I will have to shop around before having to deal with her again if I’m the store for more appliances. I’m Very sorry- you deserve a...