Very poor customer service indeed.
My wife chose 3 vanities, plus fittings, with the assistance of TapWorks staff. The primary reason we came to the store was to get advice and assistance with the assured correct components for the installation of these vanities and fittings. Neither of us have expertise with the purchase or installation of such fittings.
Our first surprise was that the order was not placed correctly, and only one of the Element vanities was ordered instead of the 2 we paid for. This added a significant delay to the delivery of the components.
The second surprise was that the plumbing fittings shipped to us were incorrect for installation. When our plumber came to the store to solve the problem, he was advised that we had "chosen the wrong fittings", and that there would be a 25% restocking charge, but as he had no receipt handy , they wouldn't take the wrong components back anyway. So he purchased the right fittings for $48, as by then we were running out of time (I was going in for major surgery the following Monday) and just needed to get them installed as soon as we could.
Another disappointment was that there were no instructions for installing the wall-mount vanities and a call to the store didn't actually solve the issue - we had to contact the manufacturers directly ourselves.
The issue isn't so much the $48 extra we were charged for a situation we didn't cause in the first place, but more the principle involved. We relied on their expertise, which is why we didn't just purchase the products from a cheaper or more convenient supplier. Then to be told that the situation had been caused by our wrong selection of fittings was just incomprehensible, plus to presented with a restocking charge for their mistake seems most unfair.
Given that we spent over $4000 to receive this unsatisfactory level of service, I am most disappointed. I think it is most unlikely we would purchase from them again.