Guillen's Plumbing

Beware if you are ordering from Canada. Guillens charges you for the shipping and then you also get hit with a Fed Ex invoice in the mail. When I contacted Guillens they sent me an automatic reply that said "It seems you have questions about our shipping policies, please see the link below. Let us know if you still have any further questions." I verified the shipping policies and the is nothing about the client being responsible for disbursement and clearance fees. Nothing!

In addition to that, the part they sent had glue on the fill valve adjustment, further exasperating our problems. All in all, I ended up paying 3 three times the amount of the value of the part I ordered due to hidden shipping fees. To start, the shipping fees were more than the part but I was willing to accept that as it's the only place I could find that stocks the part. But the hidden fees were very frustrating and to top it off it seems like we received a second hand part.

5 star service extremely nice and helpful wouldn't go anywhere else

I think this is the last place on earth to get these discontinued cartridges. I did a lot of searching! One other website listed them for sale but after researching their customer reviews I found that it's another scam site so ultimately I ordered from Guillens obviously. The delivery date stated 12/16/21 but they actually arrived on 12/08/21, eight days early however, I wasn't aware because the delivery driver hid them so I didn't find them until 12/20/21, not Guillens fault.

I live in a rural community so most delivery drivers don't hide packages at my house. Anyway, I just wanted to take a moment and say thank you for the great selection and timely customer service!

I have to admit, first impression of the older woman sitting in customer service, rabbit Pitbull. But after talking to her for a little while she was very helpful and gave me some good recommendations.

My technicians did warn me about guillens and without any regard I decided to stop in myself for a difficult to find toilet canister seal. By the time I entered and greeted the elderly lady at the counter she was already advising me that they did not carry those parts and continued working on the computer. Not one second did she look up to see what I was holding in my hand.

This will be the final time me or any of my men head to guillens for anything. I will also let all of my associated companies and fellow south Florida plumbers to not even bother with this company. Cheers guillens

Wish I could leave 0 stars, or maybe even negative stars. Ordered the in-wall toilet tank (they first quoted me $10 shipping and 10 days later emailed to tell me it would cost $90) in early February (it's now mid-April).received it damaged and had to return it. That took several back and forth emails to get them to pay for shipping. I was told the replacement was shipped out and a tracking # would be forthcoming. Nope. Many, many, many, many emails and calls to their "call center" later, and no resolution. Was told different things each time.maybe it was FedEx; it's been shipped, but not sure where it is; we'll update the ticket and someone will be in touch (was told this one 3 times and NOBODY ever followed up.) Finally filed a dispute with my credit card company. Stay away unless you like non-existent customer service.

Telephone order of toilet seat - sales person did not have the measurements and advised a specific model. Said return was not a problem as there were no measurements listed, restock fee would not be charged and free return label would be sent. NOT TRUE! After getting the wrong item and spending hours talking with 6 sales people, I was told no pre-paid return label and yes, a restocking fee. TERRIBLE customer service! Company does not stand by its word!

I had a very good experience with Guillens and we are going to be using them again to get a hard to find a diverter valve for a shower sprayer. They have hard to find parts that others don't carry. So I really appreciate their company. Their service dept. had a very experienced person who worked with our plumber exchanging photos and identifying the brand to get us what was needed.

As with ordering any replacement parts, you need to know what you are doing so you get the right part. If you don't have much experience with plumbing or are not sure what you need, you should hire a plumber to help you both order the right part and then install it. There is only so much you can learn from YouTube. For those reviewers who posted a negative view when they did not get it right the first time and had to order again with a restocking fee, that is the risk you take on a DIY job.

You probably still saved money if you avoided hiring a plumber in the end. Shipping parts today is a challenge. Ours came fairly timely. All things I order now are taking longer. If you really need it, you can pay express shipping. Again, I am grateful they carry what you need. I have expensive faucets and to totally replace them is far more expensive and bad for the environment.

I ordered a pressure balance unit from Guillens. The part I received was not the item depicted on the website and was mislabeled with the wrong part number. In other words, they sent me the wrong item. When I sought to return it, I was required to pay the return shipping costs and they said they would charge me a restocking fee even though It was their fault for sending me the wrong unit. I will never purchase another item from Guillens and if I could I would give them a zero.

My toilet was not working because a piece was rotting. I took it in to this location and the service surpassed my expectations. My toilet works perfectly. Yolanda, the lady who took care of me, was amazing. I could tell she knows the industry and the products well. They just won themselves a loyal customer.

I spoke with Yolanda yesterday. Not only was she extraordinarily knowledgeable but she was an absolute delight to talk with. If I decide to order plumbing supplies I would absolutely contact Guillen's, but would only want to work with Yolanda!

This is the WORST company for Customer Service! I ordered a toilet flush valve and when it arrived it didn't match what was on their website. I had paid $15.95 for them to ship it to me. I called to get a credit and they want me to send it back at my expense and CHARGE ME A 25% restocking fee for their mistake! It's been going on for 2 weeks! I've spoken to Customer Service 5 times and had to tell the story each time to a different rep.

They then open a ticket and send to the parts department who then email me that they've updated my file. I have over 15 emails going back and forth and I've also sent pictures! They don't read the notes and they refuse to send for a pick up. It's the principle at this point. Why should I pay to ship back and item that was sent incorrectly. CS says "it's not my job" and that they have no way of communicating with the parts department, WHAT? I will NEVER deal with this company again!

Yolanda provided excellent service to my husband when our toilet at our office needed repair. She was very knowledgeable. The showroom provided me with several options for personal use as well. I highly recommend them.

I have an old model Jacuzzi Hot Tub. I called Guillen and they helped me from the beginning to the end. They called Jacuzzi company for me and sent me a link with all the parts I needed to repair my Jacuzzi. I ordered on a Monday morning and they ship the parts the same day. I got my parts via Fedex by Thursday and install it myself the same day. Everything worked out fine and now a I have a new Jacuzzi. These people are great, they offer a great customer service. Lots of thanks to Julio from the parts and service department.

Excellent customer service! They are an absolute pleasure to work with. Yolanda takes her time explaining all details regarding the shower system and know her stuff. I am grateful to have found this store!

Has hard to find parts. European and American plumbing styles. Can pick up in store or online. Great customer service. Had hard to locate discontinued parts.

Not a friendly place if you are looking for replacing your flush system ( trying to make a dual flush in order to save water ). Had to hear two times that they do not work with Home Depot and Lowes brand ( I know what they meant) even that they were trying to "HELP" by not even looking at the model number. I guess the lady was busy and could not orient a young boy who doesn't know much. Not asking them for help no more that's for sure.

Needed a replacement part for a Blanco faucet. Sent a picture of my faucet to be sure it was the right model, and the $15 part was shipped with an additional $16 shipping charge. Part was wrong. Emailed them with another picture of the faucet and the part that obviously was incorrect. Called and was told they were looking into the right part. Didn't hear back for a week, so emailed for an update.

Response was they were calling Grohe (wrong manufacturer). Emailed again and was told to return the part at my expense with a 25% restock charge, and contact Blanco for assistance. Moral of the story is you better be absolutely certain you're ordering the correct part, because if you don't-- they couldn't be less helpful.

I've spent over a month with multiple emails and phone calls trying to obtain some fairly simple parts. Communication has been difficult as customer service reps don't want you to talk to technicians or managers. The first package was 90% wrong parts. The second package (and I'll give them this, it was sent for free though it took forever to get here) was 70% wrong parts.

Today I received the third attempt to mail me the parts and AGAIN 70% not what I requested. I contacted a manager only to make sure they knew what was (or rather wasn't) going on. While he was pleasant and wanted to try and fix things, after spending 1 month and 3 days, I can't wait any longer. I'm going to Home Depot and pick up what I need. I won't be (trying) to purchase from Guillens again.

I visited this store twice and will never return. The woman that 'helped' me ( I don't know if she's the owner, short dark hair and glasses) was quite a disappointment and also rude. The first time I went looking for a Toto washlet toilet. She absolutely bad-mouthed the product and I walked out feeling more confused than when I went in.

The second time I went to buy a Grohe shower because she had explained the product previously and quoted me a good price. I was ready to buy the shower faucet and her price went up by $100! I showed her a printout from another store for $175 less but I had to order it. She absolutely refused to lower the price and then proceeded to criticize customers who asked for discounts with the Grohe sales rep who was at the store. I don't know how one makes a living with that kind of service. That's one place I will never visit again. This woman is a poor salesperson and rude!

Though I was happy to find the part I needed, ordered it & received it as expected, I was NOT happy to find out that we ordered an extra one by mistake (clearly my fault) and the company is charging me a 25% restocking fee. While I understand the economics behind such a charge, 25% is excessive, especially since I was keeping the non-extra item I intended to order and paying my own return shipping.

Their policy is clear, so bad on me of course, still I find it hard to swallow in today's competitive market. This is why I buy most everything from Amazon more and more, since trying to support the little guys becomes economically difficult with policies such as these.

Non-existent customer support. Don't bother with the website. Question: Why pay for a web page with features like "submit your photo and we'll identify your part", or simply: "customer Service feedback" if no one is there to reply? Answer: You can't teach an old dog new tricks. My advice: Shut down the website. You obviously don't use it to its full advantage and it's useless to potential customers, like me, who try to use it but get nothing in terms of customer support then get frustrated and write a bad review. Your customer base is people walking in the store not browsing the web. Not everyone needs a website!

Would love to be able to give them a higher rating as my first experience over the phone was very good. Unfortunately, the Jacuzzi part I ordered was not the part I received but a PresAir part they sent as a replacement - no disclosure at the time of order and both order and packing slip showed the Jacuzzi information. The Jacuzzi part I ordered was $29.95 but the PresAir part they sent me is $12.91 on their site. Sent owner a letter making her aware of this in October but don't see this pricing issue has been fixed. Hope the in-store experience is better than the online because the online is a "1".

I have tried to order from the phone and on the internet from this supply house. When ordering from the phone they somehow cancelled my order. Through the internet I could not get it to work at all. When I contacted them to help me, a David told me to call him the next day. So, I called him and somebody answered the phone that never heard of him. I did check and it was the correct number, just wrong people for customer service. Beware of these people! I see they have 18 X 5 star reviews, probably paid for them instead of honest reviews!

EXCELLENT assistance and service. Most professional environment with a friendly, professional, corteous and knowledgeable staff. Ordered the parts over the phone and picked up early the next day. They sold me the best product for my needs. Beautiful showroom with a variety, all price ranges and selection like no other. it was a great experience from start to finish - one stop shopping! Great place with really good prices. I Highly recommend.

Guillen proved useless for me. Here is what I wrote to them in my customer satisfaction (or lack there of) survey: Overall I am very displeased with the level of support offered by Guillen's. My initial call to order parts went as good as could be expected; during the call I specified needing a black two prong switch vice the option for a white three prong switch shown in the email diagram sent to me.

That was confirmed by the gentleman taking my order. I received the wrong part. I called to investigate and the woman I spoke with knew next to nothing about any part or part function or part options Guillen offers. I had to explain the discrepancy at least six times to which she had no solution other than to tell me she doesn't know anything about the parts (what is her job then?) so she would have to put me in for a tech assist explaining to me a technically informed individual would contact me within 48 hours.

A week later, no call. I had to shoot another email to which I got a response but at this point Guillen has proven useless as I have solved the problem without them and will never use Guillen again in the future knowing how business is conducted. As displeased as I am with Guillen having expended way too much time and energy on employees who clearly do not care about the customer and are simply collecting a paycheck, I am inclined to make plenty of Yelp reviews stating this and suggesting to other consumers to take their business online to Amazon where they could find a much cheaper option with the same or better customer service.

My husband called Guillen specifically for a Kohler valve for our tub. He was directed to their Medley warehouse location where they said he could pick up. Upon arrival, he was then redirected to their Flagler location where he was met with the worst Customer Service ever and told to head back up to Medley. He spent the entire day traveling back and forth to both locations trying to locate this simple replacement part. Employees are clueless and in general, inept on the items in stock and the exact location of their own inventory.

Customer service was superb, young man in the front who helped me was wonderful!

This store have a good selection of the most reputable brands in plumbing, faucets, Toilets, and so on. Their client service is very good (Cuban style) which is expected based on the location. Prices are competitive as well so I will keep on coming back for future needs.

We have a plumbing company thats been around 30 years, and we been using Guillens for years for parts and supplies. I come here because they always have the parts I'm looking for at a reasonable price.