Contractors Direct - Hamden, Connecticut

Jason K.

I've used these guys many times in the last year ot so and they'd become my go to for certain things. Items always arrived on time and as described so until now I'd never had to deal with customer service....until now.

I had to overnight a few items because of an oversight on a job I was working. Paid the 250 to get them quickly. Git confirmation ema and even tracking pretty quickly. Problem arose the next morning when I woke up to another email from ups stating shipping was rescheduled and that they didn't have the items yet.

I immediately emailed and later called to try and resolve this as fast as possible. After several emails (the last one still unabswered days later) and phone calls I was told ups dropped the ball but I'd have it next day. Fine, mistakes happen (although label wasn't created for 3 hours after my order) but here's my problem.....I asked what was going to be done in regards to the $250 I paid for overnight when 2 day shipping is half the cost.

I was told they were working with ups to get it figured out....I'm sorry but after 4 days I still don't have an answer and I don't feel like I as the end customer should be waiting while you (CD) straighten this out with the shipper YOU hired.

If this happens with a sub on one of my jobs I would immediately refund my customer and then fight with the sub myself. Not tell my customer sorry about your luck, you'll get a refund if/when we do.

It's sad because I am ordering a new snap cutter and as a business I will always need more product but this has left a terrible taste in my mouth

UPDATE

after posting my review I was contacted fairly quickly and the situation was corrected. I held back 1 star because I shouldn't have had to take this public to get results but I will continue to use them provided there's no further issues

Nathan F.

They took my order for a snowblower, even though they knew that it wasn’t in stock. When it finally was in stock, they called me and told me that I had to pay more money in order to get it. Awful.

Dee C.

I am so pleased with this company. The customer service is top notch. Knowledgeable and courteous. I ordered a $500 dry tile saw and was nervous because I wasn't familiar with the saw nor Contractors Direct. They hooked me up with a rep from the saw manufacturer for Q&A which alleviated my concerns with the saw, and gave me confidence in the company. I received the saw quickly and in perfect condition. Not only was the price fantastic, but so is the saw!! Moving forward, I will look to purchase from here first before any of the brick and mortar stores.

Peter S.

I purchased a Kerdi-shower base. I removed the parts from the inner boxes I discovered the base had been damaged. I am happy to say that with a few phone calls the issue was sorted out and they replaced the base. I appreciate that they stood by their reputation and I got the new base in a couple days. Most of the time nothing goes wrong but when it does it is great to know you can trust Contractor Direct to make it right. Thank you.

Tim N.

Terrible effort. I ordered a wet saw for my business on Dec 3. The estimated delivery at that time was Dec 8th or 9th (cannot quite remember). I called on or around Dec 14 after not receiving it and no update and they told me it would be delivered on Dec 19. I called at the end of day on the 19th and they had no status, so they called the shipping company. We were told that the shipping company was on a 5 day delay with unloading their freight. Not one update from Contractors Direct and no a care in the world. I eventually cancelled the order and will pick up a saw tonight locally. Awful experience and such an aloof effort on their side to remedy the situation. Stay away from them and order from someone else online or get whatever you can locally.
I heard this about them from others, but did not think it could be this bad...it was.

Ken M.

Beware of this one. Bought a pail of pre-mixed Spectralok grout. Upon opening the pail, I discovered that the entire pail of grout had set-up (could not dig a screwdriver into it at all). Contacted Customer Service by phone at first and got no response. Contacted them by email and they responded asking that I send photos. I sent photos and also offered to ship the entire pail back to them. Customer Service responded after looking at the photos and advised that a "refund would be issued". I originally thought that the matter was resolved. However, no refund has been issued as of this writing (a month has gone by). Still have the email exchanges with them. It is sort of baffling that they'd ship a defective product that no one could use, offer to provide a refund for the defective product, and not follow thru to correct the problem. Will continue contacting them and hopefully they step up and issue the refund as they stated they would.

Sebastian T.

Great prices & excellent customer service!
Ran out of waterproofing at 3:30 PM, I placed order and call to push for delivery. Got next day before noon with UPS ground!

Nick C.

After some back and forth the company stood by the products they sell and helped remedy a situation. Make sure that you read all of the details about the product you are ordering, the mobile website experience is lacking, but customer service did the right thing in the end.