Tri-Supply - Conroe — Local services in Conroe

*Update- After my review Tri-Supply accepted my return. Thank you.

I have a half million dollar remodel in progress. I have been depending on tri supply for many of our high end fixtures, doors, hardware etc. We were unaware of their strict no return on anything you buy from their store policy. We brought some kitchen hardware back as they were the wrong size, and wanted to exchange the product. We were informed that they had a no return policy and that we were out of luck. Very bad way to run a business of this caliber. Returns and exchanges are a notable part of doing business in America. This policy does so much harm to them, as I can’t be the only one who will not buy from a store that practices these methods. I just can’t take that chance when spending so much money now and in the future. I need a store that can commit to working with me and can give me the flexibility of making mistakes along the way. This is not a one time purchase, this is a relationship. I see where this approach may be effective with the one time buyer. But people in my circumstance should be considered or the merchant is literally leaving tens of thousands of dollars on the table and boosting their competition.

What I would like from this review is a cordial response and the consideration of my approach to be discussed. I will not pay a restocking fee, and I will not settle for less than 100% return. I would like to continue to do business with Tri Supply, they are convenient, local, and carry the caliber materials that I showcase in my home, however, there are plenty of competitors online and local that I can do business with large or small that do not practice the same standards. They see the value of working with their clientele to generate loyal customers and to put more pressure on their competition. This will eventually be a mediocre store in my opinion once the newness wares off forcing them to run promotions and eventually changing their practices just to stay in the tail-wind of their competition. Right now they have momentum and they are in the process of building a reputation that will follow them,...

CUSTOMER SERVICE ENDS AT THE SALE... I bought a Thermador range for $11,069.10 in March 2024. I have had nothing but problems. The range was delivered with the small oven not working. I'm not going to list the long list of issues with the range. When it finally got to the point that resetting the breaker didn't clear the error codes and replacing the mother board, I called Thernador (Bosch) myself.

Customer service is about communication. After I contacted Thermador, on April 24th, I reached out to the sales person and the repair service coordinator. Emails and phone calls were not returned. At that point I called to speak with a manager. Charles told me he was one of the managers. He assured me he would get this resolved and that I would be contacted. I got a phone call last Friday from the service department to tell me they are still waiting for a resolution. Since TriSupply hasn't called again, I called Charles yesterday. I was put on hold and then hung up on. Soon afterwards Thermador called me to tell me they would be replacing the range. Charles still has not called me back to inform me of the resolution. TriSupply may want to invest in some customer service training for their employees. All it took to satisfy me was a little communication on updates. I am frustrated but have not been nasty with anyone. TriSupply was not proactive about resolving this issue. I feel that if I had not called Thermador myself that TriSupply would still be dragging their feet.

Waiting to see if Thermador will be shipping the replacement range as advised to TriSupply...

Dealing with Tri Supply for two Viking Ovens and a Viking microwave was our worst experience ever. We waited more than 11 months for the appliances to arrive and we were never kept informed of the delivery progresses, even when calling to get an update it was like pulling teeth, the salesman was not available and would never return our calls. Finally, two installers came on Monday July 11th but, could not install the ovens as too heavy for them. One of the installers did a hard pull on the door of the bottom oven and it now seems that he has damaged the hinges. My spouse was present when the incident happened and heard the strong noise resulting from the hard pull, she asked the installer “have you broken it”, his reply was; no, nothing happened. Now, the bottom door of the oven doesn’t close and seal properly. The gap on the left side of the oven closed is wider than the one on the left. I have been told yesterday by the Installer Company TRI-BCI that a technician will call me to make an appointment to look at the issue. I have yet to hear from him. In addition, the microwave oven couldn’t be completely installed as the trim ordered when the order was placed was of the wrong size, here gain I am waiting to hear from Tri about the trim replacement’s ETA but, if I do not call Tri myself no one will call me to keep me up-dated.

Dealing with Tri Supply was a “real success” from purchasing to installation. I will refuse to pay for the equipment until such time everything is in working condition and 100% installed. We have learned our lesson and will look...