We just recently had a major construction at our house. We ordered all the plumbing supplies from Bender Plumbing Supply (costing approximately $15, 000). We started receiving our goods in November 2007 and are still waiting for a couple of back ordered items.

In our order, few items came with wrong size and/or color. For example, we ordered an Ice Gray toilet bowl and tank. When we received it, it was wrong rough opening. It should have been with 10 inch rough opening instead of the standard 12 inch rough opening. That was our contractors mistake.

We called Benders sales person J. Rivera and explained the issue. When we questioned about the return policy, his answer was: 30% charges for all returned goods. When we looked at the invoice, it was mentioned 15% will be charged for handling returned goods.

My wife and I loaded our car with goods to return on January 11th 2008. We talked to the sales person and returned these goods and told him about the 15% return policy mentioned on the invoice. They deducted 15% instead of 30% from the price of goods. When I saw the credit invoice, it was $100 extra for shipping and handling charges. When I asked the sales person what these charges were all about, he mentioned it was shipping charges for returned goods.

I asked why there were shipping charges when you are already deducting 15% for handling returned goods. I was told that I need to talk to the manager, Jerry Loescher (Branch Manager).

The manager came and told me this is our policy. The buyer is responsible for all collection fees, end of story. If you have any issues, talk to company owner Dave Bender, I was told. I was shocked with his statement and I wished I had talked to his manager before. I would never have ordered goods from Bender if I had known their policy.

In conclusion: When a customer is giving you a business for $15, 000 and getting goods with bad customer service, how do you expect the customer to come back with more business or refer someone to the company.

Bender Plumbing needs to put this policy clearly in their showroom and post publicly where their customer can read. Also please make sure all workers are aware of this policy. I would like to make everyone aware of Benders policies.