Reece Plumbing Richmond

Adam. Giga chad. Rang him looking for a particular item. He knew immedieatly he didnt have it or even stock it but was quick to let me know where I could find it in the area. Great customer service!

I’ve been a loyal Reece account holder for over 35 years, and I’m extremely disappointed with the poor level of service I received at your Richmond store recently. It was by far the worst experience I’ve had with Reece. What’s the value of customer the has paid for stock for over 35 Years. I came in seeking a replacement cartridge for a mixer. I didn’t have the product code or model number, but I did provide clear photos of both the cartridge and the mixer. Instead of using the initiative to assist in identifying the part, the staff told me I’d need to remove the cartridge and bring it in. This approach isn’t practical—it would increase costs for my client unnecessarily, which is simply not good business. Good service involves trying to help the customer find solutions, not adding to their inconvenience. Despite giving the store over 24 hours to look into it, I received no update or follow-up. In contrast, I used AI assistance and had the cartridge identified and ordered throughKew within 10 minutes. The comparison is stark and highlights a major lack of effort and product knowledge from your team. What’s most concerning is the attitude I encountered. The staff member behind the counter was dismissive from the outset, yes I got frustrated never used bad language, shower her the part number, though I was clearly frustrated. When I called to speak to the manager (Tara), she turned the situation around on me and then hung up mid-conversation. This is unacceptable from anyone—especially someone in a management position. In my own business, customer service is critical, and hanging up on a customer is never appropriate. In the past, I’ve dealt with Reece staff who had strong product knowledge and initiative. That is what I’ve come to expect. But at this store, the lack of knowledge was truly horrendous, and the customer service left a lot to be desired. I hope this feedback is taken seriously, and that steps are taken to address staff training, attitude, and accountability. Thank you Reece Heidelberg & Kew for your help.

I received fantastic service by Adelaide at Reece Richmond Bathroom Life after disappointing service I encountered with another colleague at the store. Adelaide’s customer service definitely made up for this. She was friendly, efficient and interested enough to actually ask me questions to understand my needs. I appreciated that she took the time to provide me with options to ensure I was happy with my final choice. She sourced my products and contacted me in a timely manner to advise they were available should I wish to place my order. She also followed up with a friendly reminder email which I appreciated. No hard sell, just pure customer service! A big thanks to Adelaide!

Excellent service received here. I had issues with a past purchase and it was able to be replaced without issue as well. We deal with the lovely Deb but even when she is unavailable the rest of the team at Richmond promptly assist. Would never go to another Reece when renovating...their showroom is excellent with the cleanest restrooms too!

Had to do a change a part today and Maya went out of her way to assist. She couldn't find the part her colleges had arranged and it looked like I would have to come back Monday. She found the part after I left, so she offered to drop it off after her shift which was on the otherside of town. I lead a large number of retail stores and i wish i had more Maya working in them. Fantastic customer service Maya.

Our usual dealings/ encounters with Reece have not been the best. They have premium prices but zero or mimimal customer service. However, our dealings with Nicholas P Scala, from Reece in Richmond have been very diiferent - had some issues with a Rinnai product we had purchased, he was very diligent, friendly snd helpful in liaising with Rinnai and sorting out the issues. Five stars to this employee.

Needed to source a non standard plumbing part. None but one, Matt Allen who was very helpful and resourceful in helping us find a solution to our problem. He went out of his way to help, and we were very surprised to find he was only a trainee - seemed more experienced than the rest of the staff members there. Thanks Matt Allen. I’d recommend you to anyone as a good, knowledgeable, resourceful, helpful person is so very hard to find nowadays.