Noland Company

Working with Noland was one of the worst customer service experiences I’ve ever had.
Our builder recommended that we order our new house’s plumbing supplies from Noland. We visited their show room, they showed us a bunch of options, and we picked out the usual things – toilets, sinks, etc. They showed us (in a catalog) an enclosure for our claw-​footed bathtub, but it was too expensive, looked rickety, and didn’t appear to be tall enough for me (I’m 6’4″). We declined that, but specified everything else that we wanted. We confirmed this via e-​mail, and they responded with an order list (like an invoice, but pre-​order), which looked fine.
One day we arrived at our nearly completed house to find that the plumbing fixtures had been installed, and were awfully surprised to find that the shower enclosure that we’d declined had been installed. We asked the builder about it, and they informed us that they’d simply picked up, paid for, and installed everything that Noland said we’d ordered. We tried to live with the stunningly expensive hardware, but it was bad for all of the reasons that we didn’t order it in the first place. In a series of e-​mails with Noland, they admitted that they had no record that we’d ever ordered that hardware, agreed that it appeared nowhere on the order list, but refused to repair or replace the equipment. (They said that we could *pay* them to repair or replace the equipment, but that hardly seemed fair for defective products that we’d not only never ordered, but explicitly said that we did not want.) I wound up making some modifications to the equipment to make it functional – a new shower head and an adapter arm means that I can now shower without kneeling – although I think it’s likely to simply tear out of the wall before too long. Our builder no longer does business with Noland, as a direct result of this incident.
Noland eventually stopped responding to my e-​mails. My last e-​mail concluded with this: «You sold me something that I never ordered, slipping it into an order with my builder, including something that my wife and I explicitly stated that we didn’t want. Your own records demonstrate this quite clearly – you have a signed order that lists every product that we bought from you… save for the shower enclosure, which is nowhere to be found. I think I’ve been more than patient here. The right thing for you to do is to either fix this, replace it, or take it back and refund our money. You would want no less if you were in my position. I would like to resolve this amicably, and encourage you to take this opportunity to make things right.» That was ten months ago and, having not heard a word from them, I’ve concluded that they have no interest in making things right.
If my experience is any guide, you cannot trust Noland. Go elsewhere.