charlotte s.

I purchased a TOTO Toilet from the. Rather pricey - about $2,000. I think the toilet was dropped in the warehouse because it had serious damage to the bottom of the bowl. It is not damage that one would quickly see because the damage was at the bottom of the box and there was no visible bos damage. The product was not delivered to my house but to someone elses house in a very rural neighborhood. The product was not signed for as I guess noone was at home where it was delivered.
HM Wallace has two requirements for returns. 1) it must be signed for 2) they must be notified within 48 hours that it was damaged. Obviously, I couldn't do that because the product was not in my posession for at least a month after it's delivery. Eventually, a neighbor located my address and delivered it to my address.
The damage was not visible and it wasn't until my Contractor removed it from the box to install it, that we were aware of the damage. I notified HM Wallace but they said too bad. I could buy another toilet bowl from them American Express argued my case but I guess they have no guarantee over damaged or defective products. Funny, I thought they did.
If that is not enough of a lesson, I ordered a towel bar from National Builders Supply - not knowing that it would come from HM Wallace. Two products were shipped - one was fine - but the towel bar was broken. It didn't look broken but the contractor went to install it and a $110.00 item is history. Again, no refund, no exchange, just pay for it.
I have ordered from other online companies and they have always deleivered good customer support. Now, I will be very hesitant about doing business online.