PEX Universe Plumbing & Heating Supply

I'd give a 0 if I could - Ordered baseboard heat along with a bunch of fittings and tubing. ALL (10 pieces) of the baseboard arrived damaged in some way - the ends on every piece were not just slightly bent but complete curled over in some instances. And many of the fins arrived damaged and bent. I had 2 different lengths - and they all shipped in the same box - so the shorter ones were bouncing all over the place during transit - and the longer ones did not fare much better. There was no protection added to the ends of the baseboard to protect them nor filler to take up space in the shipping box which would have prevented the issue . On my first call to them - they LMK that the product is very fragile and prone to damage in shipping - yet they took no steps to prevent that. It took me no less than 5 phone calls to try to get this reversed - and they still have not returned my $$ . They told me they would refund a portion less a restocking fee - but if you review their policy it does not have a restocking fee on damaged product section. Called again yesterday - and was told to expect a call from the manager by 5:00 PM - never happened. Customer service is an absolute joke. All they had to do was handle the return in a pro manner and this would have been settled and I would be here leaving them a 4 star review instead. ALL I CAN TELL YOU IS READ THE OTHER REVIEWS BEFORE BUYING SOMETHING THAT HAS EVEN THE SLIGHTEST CHANCE OF DAMAGE IN TRANSIT - STAY FAR AWAY FROM THIS PLACE - BRUTAL CUSTOMER SERVICE. I plan to file a BBB and TCP and FTC complaint as well - as this appears to be there MO for generating additional revenue and from the other reviews you can see that this is not a mistake but both systemic and a very deceptive business practice.

After being promised a 24–48 hour refund that actually took over a week, I can finally leave this review. Let me start with the positives. Pex Universe’s website is easy to navigate, especially for HVAC and plumbing supplies. Shipping was fast, and whoever packed the unit did a solid job. Unfortunately, that’s where the positives end. After opening the box, I immediately noticed that the Beacon Morris BM-22-24x56 panel radiator was bent. I’m not new to these units — I’ve installed several of them across multiple properties as replacements for baseboard and cast-iron radiators. I usually source them through my brother, a major contractor in the five boroughs, but he didn’t have this specific size. Ironically, he’s also the one who recommended Pex Universe. I contacted customer service and was told to email photos. Anyone who’s dealt with bent panels knows they can be hard to photograph, but I sent multiple angles anyway. The female manager responded by saying the unit was “supposed to be like that” and that it wouldn’t affect performance. I made it clear that this wasn’t about performance — it was visually damaged, and I refuse to install a bent radiator in a newly renovated apartment. I asked if they had another unit in stock. I was told yes. I then asked if I could bring the radiator back for an exchange, even though I had paid for shipping. I was told yes. The next morning, I returned the unit — only to be told by the same manager that she would not exchange it. I explained I wasn’t accusing them of causing the damage — it could have happened in transit to them or to me — but I wasn’t paying $630 for a damaged product. She repeated that it would “perform fine” and claimed that all new units are like this, then stated the model was discontinued and refused to compare it with other units. She offered only a refund and refused to sell or exchange anything. At this point, the interaction took a very uncomfortable turn. When my father — who helped transport the unit — offered to purchase it himself, she stated she would not sell anything to us. When asked for a reason, she repeated that the unit “wasn’t damaged” and ended the conversation (she profiled us). That same day, I contacted Beacon Morris directly. They confirmed the model is not discontinued and that the panels are supposed to be straight. In other words, I was lied to. To make matters worse, a week later they attempted to withhold my refund, claiming a fitting was missing. The unit was returned with all original packaging, shrink wrap, hardware unopened, and it was never installed or taken to the job site. This entire experience was unprofessional, dishonest, and unacceptable. What should have been a simple exchange turned into a disaster due entirely to management’s behavior. This $630 transaction will cost them thousands in lost business. My brother — a high-volume contractor in the five boroughs — will no longer purchase from or recommend them, and neither will I. My advice: take your money elsewhere.

Products and prices are appealing, but be prepared for a difficult experience if you need customer service. In my experience, both the service agent and manager were rude and defensive when I tried to resolve issues with incorrect shipments. It took multiple phone calls and emails over nearly two months to receive the correct parts and obtain refunds. What should have been a straightforward issue became unnecessarily time-consuming and frustrating due to poor communication and support. Based on this experience, I would not recommend them.

I ordered standard 3 ft copper pipes (nothing on the listing said it was a special order), and I even bought a few extras just in case. When I tried to return the unused ones, they suddenly claimed the items were “special order” and refused the return. The pipes are still in perfect, unused condition, and I was even willing to pay for return shipping. I’m sure they could resell them easily, but they didn’t want to work with me at all. I won’t be doing business with them again.

I am giving 1 star as I can't give 0. By the way, C rating on BBB (which is still too high) and not accredited. As others stated, the customer service is non existent. We ordered a toe kick heater to replace the 20 year old one we had that finally stopped working. After installation, it was determined the sensor was defective. My professional installer called first to explain and got nowhere. They said they would call me. After a week of no calls, I called and was told the same crap... waiting on manufacturer. My options were BUY a new unit, BUY a new sensor and if I returned the defective item, at my expense, they would refund less fees. After being told several times, there is nothing they could do, I asked to speak to someone else and was told I was being rude for raising my voice and no one else could help me. They also blamed the professional installer for making a mistake in installing. Unreal! I finally just asked for the manufacturer's phone number. They did give it to me. I called and was immediately told it was under warranty and they would send a new sensor right away. Also, she gave me a direct number to call in case it still does not work after the new sensor. If Pex didn't want to deal with replacing, they should have said to call the manufacturer right away and avoided all the hassle of providing horrible customer service. By the way, I found this unit $50 cheaper at two other suppliers after purchasing so their price was not really good either. Would never recommend this company.

Great selection, had all the parts I needed. Super fast shipping. Just wish the amount to get free shipping was a little lower, I would use them more often.

Avoid. Was sent faulty pro-press valves that did not have an o-ring for the press seal and was told I need to pay to send them back. Their offer was to send an o-ring and have me place it in the valve. Would never trust a plumbing job to that. I would suggest ordering from a reputable supply house - these guys are not.

I have never dealt with a company that you have to make multiple phone calls so they process your card . It was less than $300 charge and I spend $$$$ daily with my card for various supplies and never have to call anyone to verify anything. Today they wanted me to do a conference call with Bank of America. I have never heard of anything similar so I happily canceled my order and placed a new one through a different website.

Very dissatisfied with this business. The item I ordered arrived damaged. It appeared that I could fix it myself. I asked them for help in making the repair. The item was very heavy I initially didn't want them to have to pay shipping both directions. They said they would reach out to the manufacturer. 4 days later and no word back, I asked to return the broken item for a replacement. Their reply was the would reach out to the manufacturer again. Here I am two weeks later still with a broken item. The customer service is unprofessional.

Not good. Not ordered 2 of the same fittings and some crimps. They sent me 2 different sizes. I called them and they said they would refund me for the wrong fitting, but that I would have to place a new order. The fitting was $1.50. Shipping was $14. $28 in shipping for $3 in parts and I’m not confident they would send the correct fitting again. On top of that, the person I spoke to at the warehouse was rude and acted like it wasn’t their problem.