Wool Kitchen, Bath, and Plumbing Supplies, West Palm Beach FL

I would like to preface this by saying that I don't leave many reviews (and even more rarely negative ones, this might be a first), but our poor experience here warrants me taking the time to write this.

Our initial experience at Wool was positive. Allison was pleasant, friendly, and was able to walk through the various options for finishing our bathrooms.

Once we placed the order, though, there were several issues. We made an adjustment to one of our orders (changing the vanity faucet from single hole to 3-hole spread), which was not an issue. The order adjustment was made a day or so after the initial order.

We were given an expected shipping/delivery date at one point after we placed the order, something along the lines of 24-48 hrs. The time passed, nothing was shipped, nothing was delivered, no updates.

Then when things did ship, we were missing three items: our guest bathroom showerhead, guest vanity faucet, and a master bath trim.

We called and emailed Allison several times with very inconsistent response rates. I would say the great majority of our our phone calls and emails were left unreturned. I understand that since COVID there have been significant manufacturing and supply chain delays; this impacts everybody. However, what is not okay is the consistent lack of communication, lack of updates. Messages were left regarding our upcoming appointments with the plumber and how we needed the equipment very soon.

It got to the point where the plumbers were scheduled to finish our guest bathroom in 2 days and we still had not received the showerhead or the vanity faucet. We were forced to go to Home Depot and just picked something off the shelf.

Still no communication from Allison. We had to physically walk back into the store to ask for a refund on the missing parts because of the lack of communication. We were told it would be processed and show up on our card in 2 days. This was 9/5/23.

At the time of writing this, we still haven't received a refund. No communication whatsoever about this.

To give a sense of scale, the time between us placing an order and walking back into the store to ask for a refund was a month and a half. For the benefit of the doubt, let's assume this is all on the manufacturer's end. What is not excusable is the lack of response, lack of communication about expected or unexpected delays.

After this experience, we won't be returning to Wool. The initial experience was nice, but everything after the placing the order was by far the worst part of our bathroom renovation process (including working with a contractor, plumber, construction delays, etc).

Michael was wonderful, very nice, very helpful and knowledgeable. Is a wonderful place very nice and friendly and they work with you. Thank you