While Vintage Tub & Bath does assist customers with warranty issues, should something happen to a product that is purchased through our co., we do not warrant a product past the manufacturers warranty and we must abide by the manufacturers warranty process Our customer did call us advising of the issue with the [redacted] range and we did advise her to contact the [redacted] cofor a service call to be scheduled to resolve the issue, as is the process for the [redacted] productsThere were multiple calls between our customer and [redacted] and when no progress was made, our customer called Vintage Tub & Bath for assistanceOur CSR did call the [redacted] comultiple times trying to assist the customer and encountered the same difficulties experienced by the customer Our customer then escalated the issue to upper management and I became involved, again multiple calls back and forth between the [redacted] coand customer, finally [redacted] did find a service cothat would work on the range and our customer has confirmed as of 04/that the new part has been installed and the range is workingWhile she has not baked in the oven yet, the range top is workingOur customer will do some baking and get back in touch with me to advise if she is happy with the baking process I cannot say at this time if this complaint is resolved as I am waiting to hear back from the customer
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Response to consumer complaint # [redacted] Our records show that the sink the customer ordered was shipped from VTB warehouse in PA on 01/28/and delivered by motor freight on 01/30/There were no communications from customer regarding the sink or condition of it until 04/03/at 9:01am to advise that the sink was damagedThe consumer stated that the sink had been inspected at time of delivery but that they did not see any damage and the sink had been stored until 04/when they took it into the kitchen into the brighter lightDuring the first conversation the Customer Service representative advised that a new sink would be sent out and asked the customer to send us pictures of the sink showing the crack.The second call came from the customer at 9:am asking if the plumber could go ahead and use the sink and install it, customer was advised not to do so as the sink would probably need to be returnedThe customer then called back a 3rd time at 9:am and the customer service representative advised that unfortunately, because so much time had passed, a new sink would not be sent out at no chargeThe sink was to have been inspected and all shipping damage reported within hours to enable VTB to file a claim with the shipping coThis information is on our Website and emailed to all customers when they order product that is delivered via motor freightThe customer asked if we would stand behind the sink because it was our own brand and was advised that we could offer her a new sink at our cost, the customer did not appear to be interested in that option and hung upThere are no further communications via email or phone calls that we have been able to find since the 04/03/date.The pictures that VTB received, while very blurry, seem to contradict the customer's statement of having the sink installed by the plumber on 03/17/The picture showing the drain hole does not show a drain, just the hole in the sink where the drain would be installedThe customer did not advise during any of the calls that the sink had been installed, in fact, in the second call the customer asked if it was ok for the plumber to go ahead and install the sink.During the first and second call, the customer service representative made the mistake of advising the customer that a replacement would be sent out right away, without checking and confirming the date of shipment and delivery of the sinkBecause of this error, VTB has agreed to send the customer a new sink, asking that the customer pay only for the cost of shipping, to which she has agreedThe customer stated that she feels this is an acceptable resolution
Worst customer service ever! They refused to rush shipment of a back ordered product even though it is still sitting in there warehouse It's been delayed by over a month - they do not contact you to let you know when the product is in and absolutely refuses to rush shipment I informed them that my contractor is ready to start our bathroom remodel and need the part ASAPThe customer service woman told me that there was nothing the company could do because they had already printed the shipping labelA company that is unwilling to reprint a shipping label is not a company you want to do business with
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:"we have offered to sell a new tub hull at a greatly reduced priceThis offer will still be honored if he chooses to accept it." They have not offered a new tub at greatly reduced priceNor can my family afford to purchase another tub, let alone pay a plumber to install itWe already are under significant financial hardship from the cost of replacing the sanitary line to our only bathroomWe were without bathing facilities for a month and preferably would like nothing to do with plumbing work in our home ever againIt makes no sense to me that they claiming to offer to discount a very expensive tub when all I want them to do is pay for a defect to be repaired which would should cost them less "In acrylic tubs, the defects are cracks in the acrylic and those cracks do not form circular holes that show a clear point of impact with a straight edge running through the center" The defect isn't a straight line it's like a tadpole and worms into and upward on a curve to the left into the material in a little termite like fissureThe edges aren't pushed in, they are smooth layers like a sandstone to the touchIt's not a regular shape or channelThe defect is on a vertical surface and the opening is upward from the bottom of the tubIt's very difficult for me to get a camera angle into and I cannot imagine any sort of tool could get at that awkward angle or alter the surface of the material the way it looksI've attached another photo trying to show the inside of the defect All I want them to do is honor their warranty for a repairThey've commendably done so by sending replacements for two other faulty parts to the shower riser and curtain ring (which to our dismay had cracked & leaked, and has the fasteners rust within a month of ownership) and want them to do the right thing with the tub as wellI did business with this company because I expected them to provide a better experience and product quality than a big box retailer and I'm disappointed to have to be going through all of this to have things be right Regards, [redacted]
While I have not been able to confirm all the phone calls the customer has stated in complaint, there was incorrect information provided to VTB from the supplier regarding the customers product which ultimately lead to the delay in refund VTB was advised that the faucet was discontinued then advised that it was still available but on back order and then discontinued againThe representatives that were involved were working in different directions based upon what they had been advised by the supplierThe customer was actually contacted by myself on 06/06/after hearing a voice message that he had left asking for status and mentioning how many times he had called, we discussed the issue with all the phone calls etc and I advised the customer that VTB would issue the refund for the full faucet, no need to worry about returning the handles if the prepaid return lable was not received from the supplier At that time, it was still unclear what the facts were from the supplier The customer was refunded shortly after we spoke on 06/06/for the full faucet
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]
After my experiences with Vintage Tub to this point, I would highly NOT recommend themWe ordered a farmhouse kitchen sink through them (maybe more, I cannot remember)Our contractors installed the sink and within a few months of living in the house, the sink cracked near one of the sides of the basinInitial attempts to get hold of customer service went unanswered by the contacts at Vintage TubAfter finally getting a hold of Lisha, I was told to take pictures and they would work on getting a replacement approvedThese pictures simply included a topside view of the sink/crackTheir "warranty department" deemed that the sink was not properly installed and they would not replace the sinkThe photos I sent included not a single picture of the exterior structure or the structure underneath holding the sinkMy GC did this exact sink and two of my family members houses, done the same exact way, and they have held tight for well over a yearI expressed to Lisha and her boss that I was dissatisfied and I wanted to talk to them bothWe had a call scheduled and no one ever calledI have reached out via email and phone since and received no responseVery unsettling when you do not stand by your product and do right by your clients
Upon receipt of this complaint I started checking the details and found that the customer had already been refunded in fullI have tried to reach out to this customer to speak with them in person but have not been successfulI have emailed to the email address provided by the customer, have not received a response There were two errors that caused this issue, one technical and one humanThe technical error is being researched in an effort to try to prevent a future issue such as thisThe technical error generated an incorrect report to our Processing deptadvising that the credit card information provided for the order was incorrectAs we know now, the credit card information was correct when the order was initially placed on our websiteWhen the Processing deptreceived the report a follow up was assigned to a Customer Service representative to contact the customer to obtain the correct information The second error occurred when the customer called and provided the credit card information to the representativeImmediately following the first call the representative received another call on her line and failed to notate the first order correctly which prevented it from being processed This error was not discovered until the customer called back to check on the order and advise that the credit card had been charged twiceThe Customer Service representative immediately requested that one of the charges be refunded which was done on 05/and the order be processed immediatelyThe order was processed to the supplier, however, when the supplier confirmed receipt of the order we were advised that the product is on back order until July The emails the customer refers to are auto generated emails and one was sent on 05/confirming the 1st refundRather than a tracking email, a back order email was sent on 05/advising that the item was on backorder and to notify us if the new expected ship date would not work When the customer called back on 05/to check on the order, because the emails were not received, Customer Service checked the order for tracking and found the back order date, the same July date that was emailed on 5/The customer was upset and demanded that the order be cancelled and the purchase price be refunded, both of which were completed by the end of business on 05/The email confirming the refund was sent on 05/ Our sincere apologies to the customer for the errors and the frustration they caused but to say that we are “scammers’ is simply not trueVintage Tub & Bath has been in business since and have very good Revdex.com, [redacted] and [redacted] ratingsWe could not survive in this day and age if we were not an integrity based companyErrors do occur with all companies and when Vintage Tub & Bath makes one, we work hard to make it right for our customer
We have investigated the customer's complaint and have been in touch with the customer via phone today 06/02/The VTB salesrep did make an error in ordering the incorrect faucet, the supplier did ship an inocrrect item and when we tried to get the correct item shipped, found that it was out of stock with the supplier There was an item that was cancelled due to back order after the customer had been advised it was in stockThe customer confirmed that one of the cancelled back ordered items has been refunded via check # [redacted] which has been cashed, for $ The refund check # [redacted] for the balance of $has been issued and going out in the mail today This last amount is for the incorrect faucet that was ordered and for the item that was shipped incorrectly VTB tried to get the correct item shipped to the customer when we were informed of the error but lack of inventory with the suppplier resulted in a cancellation by the customer To alleviate any further stress for the customer, VTB has directed the supplier to have [redacted] go to the cusotmers home and pickup the incorrect item as she was not able to return it with the labels the supplier sent VTB does not stock all the items offered on our website, most are shipped directly from the suppliers to the customer and most of the time, the orders are processed, picked and shipped without issue Occasionally there are errors made and VTB works as quickly as possible with supplier and customer to resolve the issue to the customers satisfaction There are occasions, such as this, where we are unable to make the customer happy and can only try to correct the errors and make the customer whole in regards to refunds and returns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, it is important to note that the sink was installed, BUT not plumbed on March 17th, and I asked VTB Customer Service if it could be plumbed while we waited for a new sinkThank you for your efforts on our behalf Regards, [redacted]
While Vintage Tub & Bath does assist customers with warranty issues, should something happen to a product that is purchased through our co., we do not warrant a product past the manufacturers warranty and we must abide by the manufacturers warranty process Our customer did call us advising of the issue with the [redacted] range and we did advise her to contact the [redacted] cofor a service call to be scheduled to resolve the issue, as is the process for the [redacted] productsThere were multiple calls between our customer and [redacted] and when no progress was made, our customer called Vintage Tub & Bath for assistanceOur CSR did call the [redacted] comultiple times trying to assist the customer and encountered the same difficulties experienced by the customer Our customer then escalated the issue to upper management and I became involved, again multiple calls back and forth between the [redacted] coand customer, finally [redacted] did find a service cothat would work on the range and our customer has confirmed as of 04/that the new part has been installed and the range is workingWhile she has not baked in the oven yet, the range top is workingOur customer will do some baking and get back in touch with me to advise if she is happy with the baking process I cannot say at this time if this complaint is resolved as I am waiting to hear back from the customer
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Response to consumer complaint # [redacted] Our records show that the sink the customer ordered was shipped from VTB warehouse in PA on 01/28/and delivered by motor freight on 01/30/There were no communications from customer regarding the sink or condition of it until 04/03/at 9:01am to advise that the sink was damagedThe consumer stated that the sink had been inspected at time of delivery but that they did not see any damage and the sink had been stored until 04/when they took it into the kitchen into the brighter lightDuring the first conversation the Customer Service representative advised that a new sink would be sent out and asked the customer to send us pictures of the sink showing the crack.The second call came from the customer at 9:am asking if the plumber could go ahead and use the sink and install it, customer was advised not to do so as the sink would probably need to be returnedThe customer then called back a 3rd time at 9:am and the customer service representative advised that unfortunately, because so much time had passed, a new sink would not be sent out at no chargeThe sink was to have been inspected and all shipping damage reported within hours to enable VTB to file a claim with the shipping coThis information is on our Website and emailed to all customers when they order product that is delivered via motor freightThe customer asked if we would stand behind the sink because it was our own brand and was advised that we could offer her a new sink at our cost, the customer did not appear to be interested in that option and hung upThere are no further communications via email or phone calls that we have been able to find since the 04/03/date.The pictures that VTB received, while very blurry, seem to contradict the customer's statement of having the sink installed by the plumber on 03/17/The picture showing the drain hole does not show a drain, just the hole in the sink where the drain would be installedThe customer did not advise during any of the calls that the sink had been installed, in fact, in the second call the customer asked if it was ok for the plumber to go ahead and install the sink.During the first and second call, the customer service representative made the mistake of advising the customer that a replacement would be sent out right away, without checking and confirming the date of shipment and delivery of the sinkBecause of this error, VTB has agreed to send the customer a new sink, asking that the customer pay only for the cost of shipping, to which she has agreedThe customer stated that she feels this is an acceptable resolution
Worst customer service ever! They refused to rush shipment of a back ordered product even though it is still sitting in there warehouse It's been delayed by over a month - they do not contact you to let you know when the product is in and absolutely refuses to rush shipment I informed them that my contractor is ready to start our bathroom remodel and need the part ASAPThe customer service woman told me that there was nothing the company could do because they had already printed the shipping labelA company that is unwilling to reprint a shipping label is not a company you want to do business with
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:"we have offered to sell a new tub hull at a greatly reduced priceThis offer will still be honored if he chooses to accept it." They have not offered a new tub at greatly reduced priceNor can my family afford to purchase another tub, let alone pay a plumber to install itWe already are under significant financial hardship from the cost of replacing the sanitary line to our only bathroomWe were without bathing facilities for a month and preferably would like nothing to do with plumbing work in our home ever againIt makes no sense to me that they claiming to offer to discount a very expensive tub when all I want them to do is pay for a defect to be repaired which would should cost them less "In acrylic tubs, the defects are cracks in the acrylic and those cracks do not form circular holes that show a clear point of impact with a straight edge running through the center" The defect isn't a straight line it's like a tadpole and worms into and upward on a curve to the left into the material in a little termite like fissureThe edges aren't pushed in, they are smooth layers like a sandstone to the touchIt's not a regular shape or channelThe defect is on a vertical surface and the opening is upward from the bottom of the tubIt's very difficult for me to get a camera angle into and I cannot imagine any sort of tool could get at that awkward angle or alter the surface of the material the way it looksI've attached another photo trying to show the inside of the defect All I want them to do is honor their warranty for a repairThey've commendably done so by sending replacements for two other faulty parts to the shower riser and curtain ring (which to our dismay had cracked & leaked, and has the fasteners rust within a month of ownership) and want them to do the right thing with the tub as wellI did business with this company because I expected them to provide a better experience and product quality than a big box retailer and I'm disappointed to have to be going through all of this to have things be right Regards, [redacted]
While I have not been able to confirm all the phone calls the customer has stated in complaint, there was incorrect information provided to VTB from the supplier regarding the customers product which ultimately lead to the delay in refund VTB was advised that the faucet was discontinued then advised that it was still available but on back order and then discontinued againThe representatives that were involved were working in different directions based upon what they had been advised by the supplierThe customer was actually contacted by myself on 06/06/after hearing a voice message that he had left asking for status and mentioning how many times he had called, we discussed the issue with all the phone calls etc and I advised the customer that VTB would issue the refund for the full faucet, no need to worry about returning the handles if the prepaid return lable was not received from the supplier At that time, it was still unclear what the facts were from the supplier The customer was refunded shortly after we spoke on 06/06/for the full faucet
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]
Revdex.com: The business has refunded my credit card account and this complaint has been resolved Regards, [redacted] ***
After my experiences with Vintage Tub to this point, I would highly NOT recommend themWe ordered a farmhouse kitchen sink through them (maybe more, I cannot remember)Our contractors installed the sink and within a few months of living in the house, the sink cracked near one of the sides of the basinInitial attempts to get hold of customer service went unanswered by the contacts at Vintage TubAfter finally getting a hold of Lisha, I was told to take pictures and they would work on getting a replacement approvedThese pictures simply included a topside view of the sink/crackTheir "warranty department" deemed that the sink was not properly installed and they would not replace the sinkThe photos I sent included not a single picture of the exterior structure or the structure underneath holding the sinkMy GC did this exact sink and two of my family members houses, done the same exact way, and they have held tight for well over a yearI expressed to Lisha and her boss that I was dissatisfied and I wanted to talk to them bothWe had a call scheduled and no one ever calledI have reached out via email and phone since and received no responseVery unsettling when you do not stand by your product and do right by your clients
Upon receipt of this complaint I started checking the details and found that the customer had already been refunded in fullI have tried to reach out to this customer to speak with them in person but have not been successfulI have emailed to the email address provided by the customer, have not received a response There were two errors that caused this issue, one technical and one humanThe technical error is being researched in an effort to try to prevent a future issue such as thisThe technical error generated an incorrect report to our Processing deptadvising that the credit card information provided for the order was incorrectAs we know now, the credit card information was correct when the order was initially placed on our websiteWhen the Processing deptreceived the report a follow up was assigned to a Customer Service representative to contact the customer to obtain the correct information The second error occurred when the customer called and provided the credit card information to the representativeImmediately following the first call the representative received another call on her line and failed to notate the first order correctly which prevented it from being processed This error was not discovered until the customer called back to check on the order and advise that the credit card had been charged twiceThe Customer Service representative immediately requested that one of the charges be refunded which was done on 05/and the order be processed immediatelyThe order was processed to the supplier, however, when the supplier confirmed receipt of the order we were advised that the product is on back order until July The emails the customer refers to are auto generated emails and one was sent on 05/confirming the 1st refundRather than a tracking email, a back order email was sent on 05/advising that the item was on backorder and to notify us if the new expected ship date would not work When the customer called back on 05/to check on the order, because the emails were not received, Customer Service checked the order for tracking and found the back order date, the same July date that was emailed on 5/The customer was upset and demanded that the order be cancelled and the purchase price be refunded, both of which were completed by the end of business on 05/The email confirming the refund was sent on 05/ Our sincere apologies to the customer for the errors and the frustration they caused but to say that we are “scammers’ is simply not trueVintage Tub & Bath has been in business since and have very good Revdex.com, [redacted] and [redacted] ratingsWe could not survive in this day and age if we were not an integrity based companyErrors do occur with all companies and when Vintage Tub & Bath makes one, we work hard to make it right for our customer
We have investigated the customer's complaint and have been in touch with the customer via phone today 06/02/The VTB salesrep did make an error in ordering the incorrect faucet, the supplier did ship an inocrrect item and when we tried to get the correct item shipped, found that it was out of stock with the supplier There was an item that was cancelled due to back order after the customer had been advised it was in stockThe customer confirmed that one of the cancelled back ordered items has been refunded via check # [redacted] which has been cashed, for $ The refund check # [redacted] for the balance of $has been issued and going out in the mail today This last amount is for the incorrect faucet that was ordered and for the item that was shipped incorrectly VTB tried to get the correct item shipped to the customer when we were informed of the error but lack of inventory with the suppplier resulted in a cancellation by the customer To alleviate any further stress for the customer, VTB has directed the supplier to have [redacted] go to the cusotmers home and pickup the incorrect item as she was not able to return it with the labels the supplier sent VTB does not stock all the items offered on our website, most are shipped directly from the suppliers to the customer and most of the time, the orders are processed, picked and shipped without issue Occasionally there are errors made and VTB works as quickly as possible with supplier and customer to resolve the issue to the customers satisfaction There are occasions, such as this, where we are unable to make the customer happy and can only try to correct the errors and make the customer whole in regards to refunds and returns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, it is important to note that the sink was installed, BUT not plumbed on March 17th, and I asked VTB Customer Service if it could be plumbed while we waited for a new sinkThank you for your efforts on our behalf Regards, [redacted]