Eimprovement.Com

Review: I order a mirror frame kit on Dec 29th. On January 20th I was shipped a partial order with the statement that the wooden corners I needed to complete the frame were obsolete and removed from my order. This was not acceptable as I could not use the frame as intended. I sent the parts received back by UPS as instructed, which they received on Febr. 19th. I have called them three times and each time I am told they would get the credit back to my credit card ASAP but as of today, March 18th it hasn't been done. On there return it stated that there would be a 15% restocking charge on all returns. How can they charge the 15% when the complete order was not sent and I could not use the parts that were sent. The customer service at ###-###-#### cannot answer the question and would not help in giving me a number to call on my ownDesired Settlement: complete refund on the original order of $110.83.

Business

Response:

We apologize for any unanticipated delays in regards to

issuing credit to your account. Our

Accounting Department has been alerted to issue immediate credit. You can expect this credit within 2 business

days. We want apologize for the order not being as described and appreciate your honest feedback. We will forward your order information to our vendor to review so that this type of order mishap does not happen in the future.

Review: Receiving the run-around to get a refund for a $338 Blanco sink that arrived cracked in two places.

call after call, new story each time, and no closer to receiving a refund for the damaged product, of which I paid an additional $80 to expedite the delivery.Desired Settlement: I would like the expedited shipping and most importantly, the damaged sink fully refunded to my credit card in a timely manner.

Business

Response:

Dear [redacted],

eFaucets.com
I ordered two sinks and one toilet from this company and was given a delivery date of Sept 25-29. On the 24th I called to confirm shipping and arrange delivery….it had to be checked for damage and signed for at delivery. I was given a carrier number and told to contact them. I did. Roadway Express did not have the number in their system. I contacted eFaucets a second time to confirm the number. It was confirmed and Jen ** told me she would call the warehouse. No response. Next request on Sept 25, was told the warehouse was closed until Monday. No further response. on the 28th, I spoke with Rushon, told the warehouse had not responded. After four conversations with Rushon and still no response from the warehouse, she asked if I wanted to cancel the order. I said yes and confirmed that in an e:mail. My credit card had already been charged for the products but she would cancel it. The next day, I received an e:mail fro Rushon stating the shipment had been made, the order could not be cancelled and to expect shipment Oct 6. When the order was placed, the delivery window was key. The house is under remodel and located 185 miles from our full time home and were leaving to go to Arizona from Oregon the 2nd of Oct. No one would be at the house to receive and check for damage. Checking our credit card before shipment feels wrong. Lying about the shipment date and false delivery commitment are fraudulent customer practices in my estimation. eFaucets.com Confirmation [redacted], Roadway Express [redacted] Support Request Acknowlegement [redacted] Used they Live Chat 4 times, [redacted] approx 10 times. Jen [redacted] and Rushon [redacted]

Orders online via eFauctes.com, site said 2-3 weeks, charged my credit card that day for the full amount. Checked back, they said lead time was the same. Checked today (3 weeks in) and they said 28 more days. I told them to cancel and refund and I purchased from a different source who delivered in 3 days.

efaucets listed an item as available on the web site and charged my credit card for the transaction on 11/17/21014. I followed up on 11/20/14 because I never received any shipping notice, was told items were back ordered and would ship in 2-3 weeks. inquired again on 12/22/14 and was told items were discontinued and unavailable. asked about credit card being charged for unavailable items and was told that only the credit department could issue refunds. called american express and disputed charge was given IMMEDIATE credit for the fictitious transaction. will never buy from this site again customer service is backed up 2-3 hours but sales people available immediately?

We had to return a faucet we ordered.I called eFaucets to get a return goods authorization number and after being on hold for over thirty minutes was told that an email would be sent to me within seven days.
I asked her to give me the RGA number over the phone and was told they would not give one by phone and I had to wait for the email. I waited ten days and never received an email. I called again, and again was on hold waiting for a customer service rep for over thirty minutes. The rep told me she would have to contact another department to get them to send the email.
Again, I asked for the RGA and they would not give it to me. Two days later I received the email and returned the faucet on September 26. Just so you get the gist of the complaint, they have managed to keep hold of my money for two weeks at this point. I had a tracking number for the return and I checked the USPS website and noted it had been received at this company on September 29.
I checked my credit card statement a week later and there was no refund from eFaucets. I called them on October 9 and was told by the rep that she had contacted another department and they would issue the refund. I asked her why the refund has not been issued already as they had the return for nearly two weeks. She played dumb and said she didn't know.
On October 27 I checked my credit card and still no refund from eFaucets. I called them and explained the full history of the return and that I was still waiting for a refund. I was put on a brief hold and when the rep came back on the phone she told me she had spoken to the accounting department and I should see the refund with 48 hours. I asked her why the refund had not be issued already and she simply said she did not know.
This company is a joke.
I have had to call them multiple times about a simple refund.STAY AWAY FROM THIS COMPANY

Review: I ordered a tub from eFaucets that is a left hand drain. The product arrived with the packaging indicating it was a left hand drain. The contractor on site did not open the box upon delivery. When he did open the box, the tub was a right hand drain which will not work. I contacted eFaucets on a Saturday and they said that I needed to escalate to a manager to return the item and to call back on Monday. When I called, the wait times were over 2 hours. I emailed pictures to them of the tub showing it was a right hand drain, and even though I have worked with 2 customer support people there ([redacted] & [redacted]), noone from mamangement ever contacted me back. The tub cost me $1200, and I have had to buy another tub from another provider as this delayed our contrsuction project by 2 weeks and has cost me A LOT of money. At a minumum, I want to be able to return this tub and get a refund as it was NOT the correct product that was ordered.

Please help me. The order number in question is Order Number: [redacted]. The support ticket code is: [redacted]Desired Settlement: Refund of and return of the incorrect tub

Business

Response:

Dear [redacted], We apologize for the delay we are working on the return of the wrong tub. We issued a Bill of Lading to pick up the wrong tub and as soon as we receive this back we will issue a full credit. Please accept our most sincere apology as we work to resolve your order issue. As soon as this is received we have advised our accounting team to issue credit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Yes, the Bill of Lading was issued and the tub was picked up on March 16th. That was 2 weeks ago. The tub should certainly have made it back there by now for you to be able to process the return. Do you have a status on when I can expect this to be refunded?

Regards,

Business

Response:

[redacted], We are showing that this was refunded on 4/16/2015 fro the full purchase amount.

Review: The efaucets.com web site lists that product CP-250-CP (Control Operating Equipment Package for Shower Misting) contains the item TSC-350 Digital Control. When I ordered the package, the TSC-350 was not included. After numerous discussions with the web site's call center, they told me that the TSC-350 is no longer made. They offered to sell me a similar model for $600. In lieu of this option, they offered to provide me a $100 refund.

The TSC-350 was one of the main reasons why I purchased the unit.Desired Settlement: I would like a $250 refund. I found the TSC-350 on a different web site (Build.com) for $612.50, so I believe a $250 refund for not getting the item is more than fair on my part.

Business

Response:

Dear [redacted],We apologize that [redacted] does not make a remote with this model anymore.

We apologize if this information was not made available to

you prior to the contact you initiated. We work very closely with our manufacturers and

suppliers to be able to provide the most accurate information on our site. We are able to offer the replacement remote with a $200 discount. Please be advised that this offer is only good for 30 days.

Consumer

Response:

Review: Bought sink on 1/27/2014 with an estimated delivery of 2-3 weeks. It is now going on 10 weeks and I have still not received. I have been repeatedly lied to about the order status, they refused to give me my money back and so I have been ripped off for $331.90. I have documentation to support my calls to them, dates and names of personnel I have spoken to, waiting up to 86 minutes on hold with an average 30 minute hold time, all to no avail. Order #[redacted]Desired Settlement: It is obvious they have no intention of delivering my purchase thus I want my money back. They have defrauded me and what appears, now that I have done some research, countless others.

Consumer

Response:

On Sun, Feb 15, 2015 at 12:10 PM, [redacted] wrote:

Review: Order #[redacted] placed on 12/5/14 for $562.75 consisted of 5 items, a sink, 2 sink faucets and 2 shower faucets for 2 bathrooms that I was remodeling. eFaucets immediately charged my debit card for the full amount but only shipped the sink but sent me a shipping confirmation that my order had shipped. I assumed the whole thing as their site is not detailed at all. I log in to my account and it just says my order has shipped. I waited anxiously for the pkg and checked the tracking number daily as my bathroom was in pieces, waiting for faucets, etc. When it was delivered, it was only the sink, which was in 2 boxes. I called about my faucets and was told that the shower faucets were available but the sink faucets would not be for at least another month. I would not have ordered and paid if I had known that, nothing ever said anything about a backorder. I was so upset at having not been told that I was waiting on a backorder and begged for them to please go ahead and send the shower faucets and cancel the sink ones because I could not wait for that, having already torn the bathroom apart. After constant calling and begging and asking for information, they finally agreed to ship my shower faucets and refund me for the 2 sink faucets I couldn't get. I ended up having to order from [redacted] and waiting an additional week and my contractor was about to kill me. I have several emails apologizing for their incompetence and promising that accounting would contact me about a refund by December 26. That never happened and I cannot get anyone there to help or respond to me now. As I said, I have the correspondence in writing and would be more than happy to share or upload for you. I need my refund of $123.44 and am now coming to you for help. I should have read up about this company prior to doing business with them, I would have seen that my experience with them seems to be the norm. I will never do business or recommend them to anyone. I feel like I have been swindled and am totally helpless as you cannot get anywhere with these people. It is like they cannot say anything that is not in their "script". I take it they get calls like mine often but that is what happens when you screw people and don't practice ethical business behavior.Desired Settlement: It has been almost 2 months! I want my refund of $123.44 for merchandise never rec'd.

Business

Response:

Dear [redacted], We apologize for the frustration you have experienced with your order.

Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 3 business days.

Business

Response:

[redacted], On February your account was issued a credit for $123.44 Cancelled item Kingston Brass KB605AX qty 1 and Kingston Brass KB601AX qty !.Please accept our apology for the delay in issuing your credit.

Consumer

Response:

REFUND REC'D, THANK YOU. WILL STILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN DUE TO HORRIBLE EXPERIENCE.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On Jan 14, 2014 I ordered an item from efaucets.com but cancelled the next day. The company charged me for the item immediately. It is now over a month since cancelling and the company still has not issued a refund. I have called customer service twice, the first time they said they would expedite the refund (this was already almost a month since cancelling) and the second time they said they would send a reminder.

I was about to call them a third time but decided they'd had their chance and it was time to call the Revdex.com.

I don't understand why they are so resistant to issuing a refund.

Thank you very much for your help.Desired Settlement: Full refund.

Business

Response:

Dear [redacted],

Review: I purchased a kohler bathtub from efaucets.com on June 30. The tub was needed immediately to finish a bathroom renovation in our children's bath. Our contractor was waiting on it to finish his work. I contacted the company when placing my order to make sure the tub would arrive ASAP. I was told it was in stock (there was a note of this on their website on the product page) and it would be shipped out the next day and arrive in 3-4 days. Four days later I still had not heard back from them or received the tub. I called, emailed and chatted with them only to find out that customer service had lied to me to get me to buy the tub and it still hadn't been shipped from the distributor. After contacting efaucets 10 times we were finally told that the tub would not be shipped from kohler till July 14, would take several days to arrive in their warehouse, and another 5-10 business days to arrive at our house. We asked them to cancel our order since we could not wait on it. 12 days after initially making the order we called to make sure it was cancelled. We were told the cancel request had not been honored and they were still getting the tub ready to ship to their warehouse. We have contacted them several times since then and we were told they have procedures to follow and they cannot rush the process. My husband told them not to ship the tub to our home and asked for a confirmation number verifying that it was cancelled. The woman on the phone laughed and wouldn't give him a confirmation number and said that if the tub ends up getting shipped to our house it is our fault and we will be charged the return shipping and a 15% restocking fee. I will never deal with this company again. We want our money back and the order cancelled.Desired Settlement: We would like our money put back on our credit card and the order cancelled. Your company lied to us to make us place our order. You should be ashamed of yourselves.

Business

Response:

Dear [redacted],

Your account has been credited for the Cancelled item Kohler K-1946-LA-0 qty 1 $621.75. We apologize for the delay in issuing this credit and hope this order issue is resolved. Thank you.

Review: I ordered a replacement hose for a Moen handheld shower in oil-rubbed bronze, as stated on the web site, which is the same color as my current shower head. What arrived was nothing like my Moen shower head. The web site displayed a color picture, which looked like what I had, but that is not what I received. When I called to explain the color problem, I was told I could exchange it for a restocking fee. My issue is if I had gotten the color that was shown on the web site, I would not need to exchange it! I sent several photos and was told over and over they would exchange it for a restocking fee. That makes no sense as this color is not even close. This was listed as a universal Moen shower hose in oil-rubbed bronze. My entire master bath has Moen oil-rubbed fixtures and this is not even close.

Customer service was of no help as I just kept getting repeated emails saying I had to pay the fee. I'm shocked as the pictures I sent them were very telling and I was only asking for a reasonable remedy to my problem.

I've asked to speak with a supervisor and was told a rep already had...really? My most recent offer was to pay the restocking fee and they would help me pick another. Why would I want to do that and risk another bad color choice and be asked to pay yet another restocking fee.Desired Settlement: I would like to return this and receive a full refund.

Business

Response:

Dear

[redacted],

We have set up a return for the Moen Shower hose. We apologize that this is not as expected however the Oil Rubbed Bronzed finish is *Image displayed for

product may differ from actual product appearance, especially in finish.

Due to the differences in monitors, technical factors, and

characteristics of some finishes, the colors shown here cannot be

represented with all their true qualities. The images and color tiles

should only be considered a guide. eFaucets.com is unable to guarantee

that finishes between manufacturers will match.

Once this item is received back at our warehouse we can refund your account for the Moen item.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will only be satisfactory to me as long as I am not charged a restocking fee. That has been my issue with the return is I should not be charged a restocking fee. I have a Moen shower head and this is supposed to be a Moen shower hose. There is nothing saying that it applies to specific Moen shower heads. It simply says Moen universal, which is not really true. I've sent pictures and you can see for yourself it looks terrible. This has nothing to do with monitor color. The hose is not even close to the Moen oil-rubbed bronze shower head I currently have in my home.

I did receive the return information, but it states I will be charged a 25 pecent restocking fee. Send me a return that states I will receive a full refund and this will then be acceptable.

Review: I purchased a replacement globe for a ceiling fan I own, I called twice for a status as it took a very long for them to ship the product, I was told I would be able to return the product if it was the wrong item. Once we recvd it, it was not what we needed. I contacted customer service and was told that it was non refundable. They never said at any point that this product would not b eligible for return.Desired Settlement: I would like to ship their product back to them and receive a credit on my credit card as settlement.

Business

Response:

Dear [redacted],

We apologize for the confusion however replacement glass is not returnable via the manufacturer. We can not set up a return for this Minka Aire item as this is a special order item and per our return policy these items are non returnable. See attached. We explained this to you when you called our call center on September 24,2013. This is considered a replacement item therefore it is non returnable. We apologize that there is nothing further that can be done.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will not do business with this company again.

Review: We made a return on an already opened item. Followed all of the instructions. And they decided not to honor the return. They claim we used the urinal! That makes no sense. Why would someone use a urinal and then return it? This is fraud. Terrible customer service.Desired Settlement: I want a refund on not only the product we returned but also the amount we had to pay in shipping. This was completely unprofessional.

Business

Response:

Dear [redacted], On February 14, 2016 when you called into our call center nothing was mentioned about this item being an opened boxed item. You stated to our CSR that you ordered the wrong item & it was new in the box when the return was set up. When we received it back at our warehouse upon inspection the item was described as used & installed.Per our return policy all returns must be in 100% resalable condition. Items may not be installed or used . http://www.efaucets.com/returnpolicy.asp Items that are Non-Returnable Merchandise with shrink wrap that is missing or torn. Hygiene products including toilet seats and washlets that have been opened, installed or have have a broken seal on the packaging. Merchandise that is used or shows signs of installation. Special order merchandise. Discontinued merchandise. Parts or replacement parts.

Consumer

Response:

I ordered a shower from efaucets.com. They claimed to have all items shipped within 1-2 weeks. After 2 weeks I emailed them to check the status on my order. They responded that my order will be shipped on a date that was about 10 days away. I decided after a couple days to cancel my order, because I couldn't hold off my project any longer. I emailed to cancel. They responded that I had to call during regular business hours. I called during regular business hours and I spoke to a cs rep. She told me after about 30 minutes of waiting on the phone that the item was on route to their warehouse. I wondered how in took 3 weeks to have my order sent to the warehouse. She told me that I couldn't cancel my order because of the fact that it was already on route....to the warehouse. I asked to speak to the manager. She put me on hold. I hung up after 42 minutes.
I called again and spoke to another cs rep. She told me that the item I ordered was on route to the warehouse and that I couldn't cancel the order. I asked her why it took so long for it to be delivered to the warehouse. Aparantly the item was being made by the manufacturer. OK. She said that I could return the item if I decided to when it was delivered. I would just have to pay the shipping ($150) and a restocking fee. I told her that it didn't make sense that you would deliver it and then I would have to return back to the same place when I'm telling you now that I don't want it...That's the policy... So I will have to pay a large shipping fee to ship the item back to their warehouse, even though they could just not ship it and be done with it. Horrible costumer service and questionable polocies.

Review: eFaucets processed my order and delivered items after my cancellation request on 7/6 for order placed less than 27 hours ago, expedites shipping of the order only shortly after I contacted my credit card company to dispute the charge, and now refuses to process my request to have the cancelled items they shipped to be picked up by UPS and returned to eFaucets for a full credit to my account.Desired Settlement: eFaucets to credit the full amount of $2,025.13 to my credit card account and for eFaucets to arrange at their cost for UPS to return all cancelled items deliberately shipped to me.

Business

Response:

Dear [redacted], We advised you on July 6,2015 when the request was made that this was a request and that it still had to be confirmed with the warehouse.

Review: I purchased a faucet from efaucets online. I did not need it and called efaucets to find out the process to return the faucet. I was sent an email stating that I had to send the faucet back within 30 days of receipt of the email and there would be a 15% restocking fee in addition to the shipping cost to send it back. The email said the credit usually takes 7-10 days but may take up to 30 days. I promptly sent the faucet back and received an email stating the return was received on May 8th. I still have not received my refund. My husband called them last Friday and they said they were going to process the credit right away. No credit came through and no email. I called today and spoke with a supervisor. He said they would process the credit and it would take 5-7 days. I told him that the email said up to 30 days was the longest it would take to process the credit and it is now more than 30 days. I asked him to waive the 15% restocking fee to make things right with them holding my money for so long. He would not do it. He said he would give me my credit today. I got an email shortly after we spoke and it said my refund was processed but it may take 3-10 more business days to see it back on my credit card. It seems like efaucets has very stringent guidelines that are only good for their well being and not the customers.

Business

Response:

Dear [redacted], We are showing that this has been credited on 6/10/2015 for $302.40

Review: I requests RMA numbers for 4 items I purchased thru eFaucets. It took over 2 weeks and three separate follow-ups by me to get the numbers issued. It has now been over 4 weeks since the items were delivered back to the warehouses as evidenced by the information on the tracking numbers. I still have not received any confirmation that the refunds are coming. I contacted eFaucet.com support and was told it could take another 4 weeks. On a recent contact I was asked to provide the address where one of the items was returned to. I responded by recommending the customer service rep find that information from the 4 tracking numbers I provided over a month ago. I believe at this point eFaucets is fraudulently delaying the credits for the items in order to take advantage of the credit float they get from Visa.Desired Settlement: I want a 100% refund of each of the four items without a restocking fee. I realize a restocking fee is the normal return policy but given the outrageous amount of time it has taken to process this return I am requested the fee be waived and my credit card be credited the full amount of the 4 items.

Business

Response:

Dear [redacted],We

apologize for any unanticipated delays in regards to issuing credit to your

account. Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 3 business days.

Review: I cancelled my order and still have not received a refund.

On October 13 I ordered a K-99550-1WA. Month after month the delivery date was moved out. There website says it is a 3-4 week delivery. I finally cancelled on 12/30 when they told me it would now be Feb. I was originally told it would take 7-10 days to get my refund. After waiting 2 weeks and following up I was then told it would be another 7-10 days because the cancellation process takes 7-10 days. I continued to follow up every 2-3 days being told each time that it was in process and I would see it in 24-48 hrs. It has now been 31 days and I have not seen my refund. They will not allow you to speak to anyone but customer service and if you push the issue they say they are putting you on hold to check on it and then hang up on you. Then you have to get back in line to wait for another 30-60 minutes behind all the other people I can only assume are calling for the same reason.Desired Settlement: I just want the $1174.96 I paid on 10/13/14 to be refunded as I was told it would be. I never even received the product and the mfg never shipped it. This should just be a 5 minute transactional process that has taken months.

Business

Response:

Dear [redacted], We are showing that your account was refunded for the full amount on 1/30/2015Transaction Date : 01/30/2015 10:33:29 ESTTransaction Type : [redacted]Order Id : [redacted]Transaction Id : [redacted]Order Number : [redacted]Order Description : Cancelled item Kohler K-99550-1WA qty 1 plus shipping.Amount : $1,174.96