Poor Customer Service

We purchased two vanities for about $4,000 from Art-Bathe (Toronto) through Direct Buy Waterloo.  A connection hose on one of the sinks broke.  This hose has European sizing and cannot be purchased anywhere - we tried big box stores, our plumber and a speciality parts store.  We were advised by all to request this part from the manufacturer.  When we contacted Art-bathe, they said they could not help us because we were Direct Buy customers and had to go through Direct Buy.  We contacted Direct Buy.  Four months later, we still have no connection hose.  The guy at Direct Buy Waterloo says that he sent the request to Direct Buy Corporate and they did not get back to him, which means that the vendor did not get back to them.  He said "when the vendor doesn't get back to Corporate, they don't get back to us and we don't get back to you."  He said it was not his job to follow up when Corporate didn't get back to him.  Apparently, there is no ownership of customer service issues.  This is not the first instance we've experienced since we became members about 6 years ago.  On many instances, when we needed anything or had questions, it took many phone calls, e-mails and visits to get the service we needed.