Finding On-Line Bargains

We get some of our best customers from on-line buyers who thought they could save money, only to find that one mistake can offset the gains from ten 'bargains'.

The Internet is a terrific place to shop for most things, but before trying to build a house over the web, please consider some important facts.

Buying a faucet or plumbing fixture is not the same as buying a book, PC, or a pair of jeans. To use it, you must install it, at which time it becomes a part of your house.

1. Company's Return Policy
   
2. Manufacturer's Warranty
   
3. Price
   

Ours is an ever-changing industry. Every faucet will not fit every sink or every situation. Each has unique design characteristics that must be considered.

At Keidel Bath and Plumbing, our employees spend an average of two hours a month in training classes to learn about the products we sell. We will spend time with you face to face, discussing your project to make sure you choose the right product for your job. It's important to us that you are happy with your purchase.

If a plumber will be installing your product, it's important that he is comfortable with your purchase and that he is made aware of any unique features the product includes. If he needs information or advice, we are here to provide it.

We recommend that the homeowner select the items and his plumbing contractor purchase and install them. That way, the customer is dealing with a single source. Expenses can mount up quickly when problems occur.

We can explain to you why Delta offers 40 different designs of a model 1748 shower valve, all of which look alike, and which vary in price between $183 and $346, but more importantly, we can explain to your plumber what parts he'll have to buy to make the wrong one work in your installation after you order it by mistake.

On-line sellers are usually honest and trustworthy, but you can't look them in the face and establish the same level of trust and confidence that you can in person. They assume no responsibility for your project. They take your order and ship your goods. They do not concern themselves about whether it's the right color or the right style. If it's wrong they'll just ship you another one, and charge you.

When you place an order on-line, you never know when you're going to get the merchandise unless you pay substantial shipping charges for overnight delivery. For items we carry in stock, you can pick up the merchandise immediately, or we'll get it to you the next day if we have to get it from another branch.

Shipping and handling charges will be added to the price you're quoted, and these charges are often considerable. You'll have to make arrangements to accept delivery when the shipment arrives. But what will you do if the package arrives damaged? Many merchants will not accept responsibility for shipping damages. You'll have to file a claim with the freight company.

Fragile items such as sinks and toilets are frequently damaged in shipment. Most plumbing items are not packaged in durable cartons at the factory. They're usually shrink-wrapped on pallets for delivery to wholesalers, and need to be repacked for UPS shipment. Some mail-order companies ship in the factory containers, which invites damage.

If you are quality-conscious, you may notice minor flaws or surface blemishes on product finishes that you find unacceptable, but there is no guarantee that the merchant or the manufacturer will agree with you. If a product we sell has a manufacturer's defect, no matter how minor, we'll make it right on the spot if feasible, or let you choose a different product.

If you buy a product through the mail, you will probably need permission to return it, and you will have to wait for the vendor to receive it, inspect it, and issue credit. You could be responsible for shipping charges both ways.

When you come to our store, you can see it, touch it, feel it, take it apart, but most importantly take it back if necessary. You can't always do that when you buy it online.

Comparison of Return Policies:  Typical On-Line Merchant:    Keidel Bath & Plumbing (Proof of Purchase Required)
Pre-Authorization: No returns are accepted without a Return Goods Authorization form. To receive this form you must call a customer service line and wait on hold for them to answer you. They may process the RGA in 2 to 4 days, but you will be responsible for shipping charges both ways	Pre-Authorization: New, in carton, merchandise is returnable up to 90 days from the date of purchase, with no prior authorization.
Non-Reurnable Merchandise: Special order merchandise (for any reason.) Damaged and not reported within 48 hours (varies by individual merchants) Defective merchandise after 30 days (Before30 days- returns are accepted for exchange only) No Returns after 60 days (for any reason) No Returns for items that have been installed.	Non-Reurnable Merchandise: Special order merchandise is not returnable unless the manufacturer agrees to accept the return. We will charge a restocking fee. Defective installed merchandise may not be returned if the manufacturer will not honor the warranty.
Restocking Fee All returns are subject to a 20% restocking fee. (Merchant not responsible for lost returns) Merchandise must be returned in original package in resalable condition	Restocking Fee Returns of salable stock merchandise are not subject to any fees Opened merchandise is usually returnable for a restocking charge. Special order merchandise - if manufacturer agrees to accept the return
Damaged Merchandise Must be reported within 48 hours.	Damaged Merchandise When we deliver merchandise, we assume responsibility for its condition. If it arrives at your home damaged, we will take it back immediately.
Defective Merchandise Defective merchandise after 30 days (Before 30 days - returns are accepted for exchange only)	Defective Merchandise Defective merchandise that has not been installed can be returned to us for full credit. Defective merchandise that has been installed may be returned in some cases if the manufacturer agrees to honor the warranty. This varies by product and manufacturer.

We think that our return policy is more 'user-friendly'. We will personally work with you, and if necessary with local factory representatives, to resolve your problem in a timely fashion according to the terms of each manufacturer's warranty. This is how we've conducted our business since 1911, by providing service both before and after the sale.

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