Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:31/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Between August 09 and August 13, 2024, my husband and I have spoken multiple times to ****** ***** * *** *** ******** the owner of Taps Depot Ltd, over the phone about **** 71” matte black tub. As instructed by ***, I have sent an e-transfer in amount of $1900 as a payment for the tub and an extension kit to ************************ also on August 13, 2024. I never received an invoice confirming my purchase.
  On October 04, 2024, two of my plumbers went to pick up my tub from Taps Depot Ltd at 3079 Bayview Ave., Toronto, Ontario, M2K 1G2. Within 30 mins after picking up the tub, my plumbers brought the tub over to my house and I saw that the wrong tub was given to us. The tub that I received was ***** ********** tub 67” in shiny black. I called ****** ***** right away to ask him about the wrong item. He reassured me to look into it and promised to get me the correct **** 71" tub. I wanted to return the tub back to him the same day I have received it but he said that he couldn’t store it and insisted that I kept the tub safe and bring it back to him and exchange when the correct tub is received. He also right away changed the pictures of his website to the tub that he has sent me shiny black. Luckily I took pictures of the original tub that was advertised by him before. * **** ******* *** ******* *** * **** ******* ** ******** ********* ** *** ********* ***** ****** ****** ***** tried offering me another tub from *******. It was not the **** tub that I paid for. When I said it was a different tub of a cheaper brand and demanded to provide **** Item number and a warranty for the tub, he disappeared. When I got a hold of him he said that he ordered my **** tub from US but it was stuck in customs. After a few more months of waiting, he said that the tub miraculously turned up in Windsor warehouse somehow. I said that I'd pick it up myself and asked for an address and a contact information of the warehouse but he just disappeared again. I want a FULL REFUND.

• Initial Complaint

  Date:12/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24, 2025 I purchased a ********* tub from this business for $2293.90. I was then informed that we would need to drive there and pick up when it arrived.
  When I called to get more information Feb 4th, I was told it would be ready for pick up Feb 6. I was then told I needed to buy a drain as well, so I asked if this would be available for pickup at the same time. I was told yes and placed the order for $445.22. When my contractor arrived to pick everything up the drain was at a different location and was told they didn't have anyone to get it but they would ship it to arrive next day.
  The drain didn't arrive until end of day Feb 10. At this point I no longer needed it. I called the business Feb 11th and was told they would not refund or even discuss anything with me. I was screamed at over the phone and hung up on. When I called back I tried to explain to the man (the same one I had spoken to each time, who said he knew exactly who I was) that he had assured me it would be ready for pick up. I told him I wouldn't have ordered it if it wasn't going to be there as I needed it at the same time. He said "too bad, not my problem, don't call this phone again".

• Initial Complaint

  Date:16/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction dec 9 2024
  Amount of money for transaction 1385.38
  According to the post the delivery would be 1-5 business days
  With a green stock symbol
  
  Indicating that this product would be shipped in that specified amount of time
  
  Apparently there is a important notice hidden in the description of the product that is contradictory to the above “in stock item this usually ships within 1-5 business days”
  
  Further more on the bill it states
  
  Shipping: We'll notify you of any shipping costs before processing your order shipments.
  
  Meaning before processing the order I would have to agree to shipment costs.
  None of this was clear when purchasing.
  Immediately called to cancel the order. With no response for 3 days.
  Called repeatedly and got a hold of customer service that said they have allready processed the order.
  That is also contradicting the statement on the bill.
  And that I cannot cancel the Order without a 70% restocking fee.
  This site is ********** and contradictory to its own policies.
  Important notices should be important and not hidden in the description of an item.
  
  Further more in the notice it states that this item”faucet” is special order
  
  I ordered a sink. ** **** **** ** *************** *** ******* ** ********.
  **** **** ***** ** ** ** ****** ** ***** ** *** *** ******* *** ********** ***** *** *********** *** ************ *** ******** ****** ** ******  Indicating the lack of accountability for there products *** **** and ****** tactics.
  I’d like a full refund and the cancelation of my product *** ****** ** ******

• Initial Complaint

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a set of sink grids from Taps Depot on April 4, 2024. I paid $613.36 for the order. Over the next several months I attempted to get information on when my order would arrive. Oftentimes I tried calling the salesperson's cell number, the company's main phone number as well as tried emailing the company with no responses. Finally, on July 12, 2024 the grids arrived but they were too big for my sink and of far inferior quality than the ones I ordered. After calling Sam R. the sales manager, he apologized and assured me that he could get the right sized grids in for me and promised to order them and send them to me right away. That was 4 months ago (7.5 months from my original order date). Since then I have called Taps Depot consistently (usually weekly or biweekly) to try and get some answers. Sam has promised me a tracking number saying that the smaller grids were on the way but I never got a number. Sam started refusing to answer my calls, the Taps Depot main line was unreachable and their mailbox was full so I could not leave a message (I have a complete record of all the times I've tried to contact them and of all the times Sam has promised to fulfill this order without following through). I have tried contacting them by phone, email as well as on the Help Chat on their website without success. Finally, on Oct 28 I gave up, called Sam and asked him for a full refund. He said that I needed to talk to "Peter" the manager to get my money back but that "Peter" was unavailable that day. I told him I would call back tomorrow after confirming that "Peter" would be in that day and, when I called back on Oct 29, Taps Depot would not return my call (I called both numbers again). On Nov 5 I texted Sam asking him to call me. He said that he would call me that afternoon as he was dealing with a "big issue". I have yet to get a call back. I am just looking for a full refund for a product that I did not receive.

• Initial Complaint

  Date:25/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An in stock bath fixture cartridge did not ship for over 1 week. Ordered a new, in-stock ***** shower cartridge from Taps Depot in Toronto. The order remained at "processing" for 7 days at which time I called the distributor and complained that it had not yet shipped. The company indicated that although the the website currently indicated "in stock" and ships with 1 to 3 days, their stock comes from a warehouse in the USA and they would ship it to me once it has arrived at their store in Toronto. I indicated that this was deceiving advertising, as I specifically ordered through them because they indicated "in stock" and I need the product quickly. The individual on the phone was extremely **** and ********** and continuously talked over me to try to intimidate me. I cancelled the order and indicated that I would be filing a complaint with the BBB, at which time the rep became even more **** and eventually hung up. *** ******** *** **** *** ***** ***** *** ***** ******* ********* *** **** ** ********* ** ****** ***** ** ** ****

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toilet ordered on merchants website, and well before 24 hours tried to cancel and request refund. And the online order status showed "pending". Since a couple emails back and forth suddenly the status shows "ready for pick up or delivery". They have stopped responding to my emails and no phone calls can be answered or voice mail messages left. Refund and cancellation requested at this point.
  Order# ****** Order Date: Tue, Jun 11, 2024, 1:24 p.m.
  Cancellation Date: Wed, Jun 12, 2024, 10:44 a.m.

  Customer Answer

  Date: 12/07/2024

  
  Hi, I have received my refund thank you!

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25, 2024, I made a purchase online with Taps Depot ***** ******* ***** ***** ***** *** for a ******* ******* 3 Skirted Alcove Bathtub 72" (#*******). At that time, the billing information stated: "We'll notify you of any shipping costs before processing your order shipments". As a result, I wrote a note that "If shipping costs apply, will arrange for pick-up."
  
  After following up with the merchant, the item was delivered a day late on May 28, 2024 - at no point during our conversation did the merchant advise that there would be shipping costs, even though I verbally expressed that if there was to be a shipping cost, I would arrange for pick-up. Yesterday I noticed an unauthorized charge on my credit card of $165. When I reached out to the merchant, his response was that this was detailed in their policies; however, based on their policies, they were to notify me of any shipping costs before processing my order, which they did not do.
  
  I find this to be unacceptable! If I had been informed of the shipping/delivery costs, I would have arrange for pick-up myself. Also, there is no indication on the confirmation of delivery notice that a delivery charge was applied, nor was there an amount of the charge.
  
  Furthermore, their delivery person dropped the bathtub at the time of delivery, and it was damaged as a result - the merchant is not taking any responsibility for this and is not willing to offer a price adjustment of any kind. I have never experienced anything like this - this is very poor and unacceptable customer service!