Complaints

This profile includes complaints for PexUniverse.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PexUniverse.com

  196 Henry Street Hempstead, NY 11550-6333

• 

  PexUniverse.com

  5407 Foster Avenue Brooklyn, NY 11234

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:03/10/2025

  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.

  I recently ordered a part from them, selecting the shipping option listed as "estimated delivery tomorrow." I paid $13 for shipping on a $3 part because it was time-sensitive, and I needed it delivered on time. Unfortunately, the part didnt arrive as promised.When I contacted customer service, they told me it wasnt their problem and offered no assistance. I then filed a claim with *****, but was told that since I didnt purchase the shipping directly, the refund could only be issued to the company. I feel its unreasonable that the company wont take responsibility for the situation. The right thing to do would be for them to issue a shipping refund to me and then request the refund from ***** directly.This lack of accountability and poor customer service has left me extremely frustrated. I would not recommend this company, especially if you need timely delivery or any assistance when issues arise.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 placed an order on 11/19/2024 for a pump. I received the pump in a very timely manor, but realized that it would not suit my needs. On 11/21/2024 I requested to return the pump and was given an RMA number, then shipped the pump back at my own expense for shipping. Since then I have not been issued my refund. I waited through the holidays, and first called support on 1/9/2025. I was told they have received my pump, and a refund should be issued in a "couple days". I called again on 1/23/2025 getting the same response, and again on 2/4/2025. After my last call I decided to look into the company and found several other similar complaints here with BBB, and other review sites. That is when I decided to go ahead and log my complaint. I was very excited to find the website, ordering was pleasant, they have a large supply of items available, very fast delivery, but I cannot tolerate such a long delay in processing refunds, especially after multiple phone calls with customer service.

  Business Response

  Date: 02/07/2025

  Hi,

  
  This customer was refunded for the return, it was issued via the same payment ****** Pay. Please check your records,  if you have any questions please do not hesitate to contact us.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me and the matter has been resolved. 

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

  Business Response

  Date: 08/07/2023

  To whom it may concern:

   

   

  Order was placed on March 13, 2023 per our return policy items are eligible for return only within the first 60 days. The times were returned to us on June 9th, which is past the 60 days, however as a courtesy we issued a refund for the returned items - the fee, please feel free to contact us if you have any questions or concerns.

   

   

   

  Best Regards,

  PexUniverse.com

   

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  i did agree to the backorder (ordered in May and the website said backordered til August)August came and went (you agreed to have my parts to me by August and failed to deliver the backorder so that's on you-As I stated i decided to go ahead and wait to see if they showed up since I needed them no later than the end of November for the job and after inquiring every month after August up until November(6 months aka 180 days) when I had to cancel and the lady told me I would receive a refund on the zone valves-I didn't ask her she voluntarily told me.Unfortunately nobody processed the refund on your end so that's on you as well.So the backordered parts were never delivered and the refund was never processed by Pex Universe after multiple phone calls and here we are over 4 months after the order cancellation discussing how ********************* is going to get his paypal credit-heres an idea mail me a check for the refund amount.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  tunately we cant refund your money because the order is so old but we can offer you a store creditNeedless to say I told her that wasnt acceptable and that it was their fault the order was so old (over 4 months since cancellation)and I want my PayPal credit not $500 of stuff I dont need.They have done nothing to resolve this matter other than kicking the can down the road so they can blame it on me. Thank You

  Business Response

  Date: 03/29/2023

  To whom it may concern:

  
  Unfortunately, PayPay doesn't allow refunds for orders that are passed 180 days, when you placed the order you agreed to wait for the back order, the items were ordered for you. Unfortunately, you'll have to contact PayPal to receive the balance to your PayPal account.  

   

   

  Best Regards,

  ***************
  *********** **************** ****
  ********** ************

  Business Response

  Date: 04/13/2023

  Dear Customer,

   

  Please contact Paypal, they'd be able to assist you with the reimbursement. 

   

  
  Best Regards,
  ***************
  *********** **************** ****
  ********** ************
  
  

   

   

   

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I have to call Paypal which should have been done by Pex Universe 5 months ago so I will do my regular working job and the job they failed to do in a timely manner to see if Paypal can help me.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  ************ only did a partial refund (I received a 85% refund). 

  I still lost 15% of the purchase cost as a re-stocking fee.  Which does not seem fair for a warranty return.  Basically, I paid them 15% to test a product that was 5 years old when I received it.  It was manufactured in April of 2017, and I received it in November of 2022.   It only has a 5 year warranty, so was basically out of warranty when I received it..

  
  ***************************
  
  
  
  
   
  on my existing tank to stop the leak. Note this is part of a heating system and it is winter. At this point I will accept either a replacement, or a refund, even paying 15% re-stocking fee. it does not appear that I can get either.

  Business Response

  Date: 01/26/2023

  Dear whom it may concern:

   

   

  Your order was refunded for the return in January 16, 2023, please check your bank records and feel free to contact us again.

   

   

  Best Regards,
  PexUniverse.com

  Business Response

  Date: 01/27/2023

  Dear Customer,

   

   

  You had the option to receive a replacement at no additional cost, which you refused. At this time the refund was issued and the return is closed.

   

   

  Best Regards,

  ***********

   

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Although I was given the option to receive a replacement, After nearly 2 months, I gave up on that.  At first I was told that I needed to wait 2 weeks since they were not in stock.  Then when I could see that they had inventory in stock I was told that I needed to wait for the factory (where ever they are) to respond.  So I gave up on the replacement.  I have no doubt that I would still be waiting for a replacement.   

   

  ***************************