Sherri E.

I ordered a Bradford White hot water heater based upon representations it was in stock and could be delivered to my tenant within the week. However, the tracking information kept pushing the delivery date back every day I looked and my tenant had to keep changing plans to be present for new arrival dates. I called customer service to find out why the delivery kept getting pushed back (it was now scheduled for delivery on 8/30) and when I was going to get it. I was promised a call back that I never got. The next morning, I looked at tracking and now it said it was expected by 8/19, a date that had passed a week ago. I spoke to a representative and canceled the order now that it appeared the product was lost in transit and I had my handyman pick up a Rheem at Home Depot. Three days later, I get an email from SupplyHouse saying they are going to charge me a $121 freight fee or the product will "remain in transit" and I won 't get my refund. I've already paid for a new one and nowhere on any of the emails and invoices I received does it say I'll be charged. In fact, it says very clearly I can cancel an order anytime and there is no restocking fee. I should not have to pay a freight fee for an order I had to cancel because SupplyHouse couldn't deliver as promised.