Eimprovement.Com

Review: Returned products ordered on 10/31/14. Returned product was received and signed for by employee [redacted] on 11/03/14. No refund for product has been issued. Have had several e-mail correspondence with company. We have been told it will be processed in three days back in December 2014. We have been told to call back if it the credit does not appear back on our card. We have now been told the matter has been turned over to a supervisor. This is a case of theft at this point. This company does not have ethical practices. We followed the proper return procedure and they have failed to return funds to our account.Desired Settlement: We would like the funds returned to our account as it is a large sum of money.

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.

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.

Review: In July, I returned an item to e-faucets.com following their written policy. The policy states that the return would be processed in from 7 - 30 business days. The return was delivered on July 22. On 8/28, I called to find out the status of the return. I was told by Trina that she would check and call me back in one or two days. No return call was received. On Sept. 5, I called again to inquire about the status of the return. I was told by Trina that she would submit the return to accounting, that I would receive an e-mail, and a credit would be made to my credit card in 3 to 5 business days. To date, I have received no credit to my card. On Sept. 13, I e-mailed e-faucets.com to inquire a third time about the status of my return and to inform them that if I did not have the credit on my credit card by Sept. 19 I would be contacting the Revdex.com. By return e-mail I was again told they would submit the return to accounting and that it would take 3 - 10 business days to process the credit. It has now been two months since they received the product back, and I still do not have the return credited to my credit card.Desired Settlement: I would like e-faucets.com to credit my credit card for the return.

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.

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.

Review: I purchased several items including a toilet from this company back in April. They sent me the wrong toilet and the one they sent was less expensive than the one I ordered and paid for. After much back and forth (including me sending them photographs) I agreed to keep the toilet they sent in error and they agreed to refund me (credit to my visa) the difference in price between the toilet I ordered and the one they sent me. I also returned an adjuster to them which was not needed for the toilet they sent me and they also agreed to credit my visa card for this. I am not sure of the exact amount they owe me at this point (their prices vary somewhat from day to day) but believe it is in the neighbborhood of $300. I have called them approximately 6 times over the last few months. On each occasion they have assured me that the matter is taken care of and that I would receive the credit in a few days. They also assure me that I would receive an email confirming this. I never receive either. I have asked on multiple occasions to speak to a supervisor and they always have an excuse why one is not available. Today they told me all the supervisors were out to lunch. Can you imagine any business that would let all managers go to lunch at the same time? I have had it with them at this point and would like your assistance in getting this resolved. They always agree that I am due a refund. They just never get it processed.Desired Settlement: I would like them to either refund what they owe me or credit it to my visa account.

Business

Response:

Dear [redacted],

You account has been credited for the Returned defective item Toto TSU03W.10R qty 1 and Toto MS964214CEFG-01 qty 1 less 5% discount.

$738.21

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. If you had taken care of this after any of the half dozen calls I made to you over the last few months, I would not have had to go to the Revdex.com. I still will never order from you again- your employees lied to me over and over again telling me I would receive my refund in a day or two

Regards,

Review: I placed an order for a particular kitchen sink in www.efaucets.com on october 17th 2014. I immediately received an email stating that it was in stock, just as the website had shown, and that it would be shipped out on October 20th and that day I would receive my tracking information. I never received said information so I called them today to find out that they do not have it in stock and would have to work with "upper management" to resolve this issue. I was promised several call backs, but did not receive them. I then called to cancel the order to just get the run around saying that they had to contact "upper management" before they could process a refund and may not be able to do it for a matter of weeks. This is completely unacceptable as I have people coming to install a kitchen countertop that I have spent much more money on and can't reschedule that in a reasonable amount of time, also already having taken leave from work for this. I have found that this company is notorious for doing this to customers and trying to not refund them. I have to have my refund ASAP as I need to purchase a sink elsewhere and they lied to me from the get go. This is completely unacceptable to lie to consumers just to try to steal their money from them. I need the Revdex.com's help in insuring I receive my refund in a timely manner and that they stop doing this to customers.Desired Settlement: I need my money refunded to my PayPal account ASAP. I can't wait weeks for this to happen. I need them to submit the refund as soon as tomorrow so I can order a faucet elsewhere as I am unwilling to do business with them after being treated as a sub human being. They have no business running an online retail store that falsely advertises what is in stock and then unwilling to refund or take care of their "customers".

Business

Response:

Dear [redacted], This has been cancelled & credited in the amount $389.90 for the Cancelled item [redacted] We apologize for the frustration with your order, we hope that this will resolve your order issue.

Review: I ordered merchandise from eFauctet.com on 1/1/2014 - at the time the website stated the item was a Special Order and "Usually Ships Within 10 Days". When the order was placed, the Visa credit-card was charged for the full order total, including shipping and handling, despite this being strictly against Visa's merchant guideline: http://usa.visa.com/download/merchants/visa_risk_management_guide_ecommerce.pdf In a nutshell it states never to charge a card until an order has actually shipped to the consumer, which it hadn't. eFauctes called this a "100% deposit".

After making the initial order, I contacted them via email support on 1/6/2014 and asked for a status update on the order, as I had not heard anything. They then told me "ETA to your location is about 3-4 weeks. However, most orders arrive quicker than expected." I waited 4 weeks from the initial order date, and asked again, this time they told me "The items have to be shipped to our warehouse, unpacked and inspected before they ship back to you. We are expecting these items to be in our warehouse on 2/5. "

Great, I waited until 2/7/2017 and still heard nothing, I emailed them once again and was told this: "Our warehouse has not yet received the item, they are expecting to have it processed and ready to ship back to you between 2/11 and 2/17." I told them I wanted to cancel, and they told me that could not be done over email-support, and I would need to call on Monday.

According to eFauctes cancellation policy, a "Special Order" that has a lead-time of less than 30 days cannot be cancelled without a restocking fee, as shown here: http://www.efaucets.com/cancel.asp They told me numerous times throughout the first 30 days that the lead-time was, in fact less than 30 days as shown above - meaning I had no ability to cancel without a fee - so I waited willingly.

Now, it is 40 days after the initial order, and after that last estimate I decide to cancel the order. According to their own cancellation policy, even if the "Special Order" was shipped to their warehouse, but has not yet been shipped to me, I can cancel the order for a 15% restocking fee. Fine. I called Customer Service today to cancel and they told me that "the item is in their warehouse, and has not been shipped to me yet, but cannot be cancelled." This seems amazing. I told her not to ship it to me, I don't want it, I will find it at another retailer. She told me "it is impossible to stop a shipment from going out, even if it has not gone out yet." How can a company NOT stop an order from leaving their warehouse?! Well, fine, let's assume this is true - I asked what happens when they try to deliver it to me, and I refuse it? She then told me it will go back to THAT SAME WAREHOUSE, and they will charge me a 20% refusal fee, and a 15% restocking fee. I laid this out and asked if we can skip the whole driving across country twice thing just to end up in the same warehouse, and she said "No, it is impossible."

So, according to their cancellation policy I AM allowed to cancel an order that has not left their warehouse yet. Calling them they say that is actually impossible, meaning they are going to charge me another 20% on top of the 15% cancellation fee that I was trying. This flat out seems like a scam. Instead of stopping the order at the warehouse, they are going to ship it to me whether I want it or not, just for me to refuse and have it sent right back to that exact same warehouse. They are FORCING me to take a 20% order total charge because they won't make a call to their warehouse.Desired Settlement: Refund of entire order amount - you led me on with lead-time, making it impossible to ever cancel without incurring at least a 15% charge. Even when I tried to do that, you refused THAT policy of yours and are trying to force me to take another 20% charge on top of the 15%.

Change your online policies to state clearly what and how you will be screwing people out of percentages of the order total.

Change your website to be honest with expected delivery times. Don't have "Usually ships within 10 days" on every single product.

Start following Visa merchant guidelines, as detailed here: http://usa.visa.com/download/merchants/visa_risk_management_guide_ecommerce.pdf - Basically do not charge for an item until it REALLY ships from your warehouse.

Get your "warehouse" practices in order. I can't believe that it is not possible to cancel an order - your website even says it is.

Business

Response:

Dear

[redacted],

This is the parent company of Efaucets. I would NEVER order anything from them again. I returned a Delta tub filler that was unopened and reordered the same model it in a different finish. I verified the method of return as well as the packaging according to their criteria. I was told it would take 7-10 days for a refund. Long story short, it took almost 3 months for the refund. Jenny, the customer "service" manager, told me they were waiting for the money back from Delta, that it was damaged, that it had been returned to Delta, etc. She also said said she would send pictures but never did. She told me the name of the customer service manager was confidential. UPS tried to contact them multiple times to inspect it without success. Delta told me they had no contact with Efaucets on this so all of those statements were false. When I finally had an attorney's office call, they miraculously refunded my money after taking out a 15% restocking fee. They should have refunded that too since it took almost 3 months to get the money back.

Review: I never received my order number 1273035 that I paid $358.20 for in late July. I have been lied to repeatedly about my expected delivery date. Was told ten days max, then told mid-September, now today when I called I was told October. I want a full refund today.Desired Settlement: Full refund of $358.20

Business

Response:

Dear [redacted], We are showing that your refund was processed on 9/25/2015 for the Cancelled item Sea Gull Lighting SEA-3110209-846 qty 1.Transaction ID [redacted]Total Refund Amount $358.20 USD We apologize for the back order as we work very closely with our manufacturers and suppliers to be able to provide the most accurate lead time possible on oursite. Occasionally unforeseen circumstances like production delays occur andend up pushing the expected ship date out farther than was originallyprojected. However sometimes we are forced to cancel the order due to our vendors production issues.

Review: I ordered a light fixture in March and I didn't get it until April. The light ended up being the wrong color so I contacted efaucets.com customer service and they said I could return it since it was within their 30 day return policy. That was the easy part. After hearing nothing once it was returned, I contacted them again and they confirmed receipt of the light and said it would be 15-30 days for a refund. It's been well over 30 days and still no refund. I contacted them again and they said it would take 10-15 days. I want my money back. I have never had an issue with a return like I have with this company.Desired Settlement: I either want a refund to my PayPal account or cash ASAP. It was a $138.

Business

Response:

Dear [redacted], We apologize As our vendor has stated to us "the finish is a bit lighter than it should be. The new factory has been advised and the finish should start coming darker in the future. For the time being this is all we have in stock." We apologize for the delay in issuing credit your refund this was processed today for $138.55 Returned defective item Jeremiah Lighting JER-25024-OB qty 1 less 15% discount.

Review: I placed an order on October 16th, 2014 for an Item that he efaucets.com website claimed was in stock. On October 28th, I received and email from "[redacted]" stating that the item I ordered was discontinued with no stock available. On October 29th I requested that the order be cancelled and refunded. I received no response. I followed up on November 3rd again requesting a refund and received a response email from "[redacted]" again stating that she would request cancellation and credit. I have not received a refund to date , nor have I received any response from follow up emails that I sent on November 24th, 2014 or December 11, 2014. I have all communications with [redacted] archived and can provide copies of the same if requested.Desired Settlement: I WANT MY MONEY REFUNDED!

Business

Response:

On December 16, 2014 ourAccounting department issued $194.43 USD for the Cancelled discontinued item Hansgrohe [redacted] qty 1.

Review: On 6.15.14 I ordered 17 items (#[redacted]) based upon all items having 15+ in stock and the statement below the number ordered stating "shipped the same day". On 7.1.14 after only receiving a partial shipment I called customer service and talked to [redacted] asking about when the items would be shipped, I was told the next day. On 7.8.14 I again called customer service and talked with [redacted] about the order status and was told the items will be shipped Monday. On 7.8.14 I again called customer service and talked with Edward as to the status and he said the order would be shipped the next day. I told him at that time that I was cancelling all items not shipped...he said "ok". Two days later I received notice that two of my items were shipped. Upon calling and writing customer service I was told I would have to pay for return postage and pay a 15% restocking fee on the cancelled items.Desired Settlement: I am requesting reimbursement for the return shipping and full refund on the amount charged for the three items that were not delivered as promised that resulted in me cancelling the order.

Business

Response:

Dear [redacted],

Our Accounting department has issued the credit for the cancelled KOHLER K-994-4-CP ITEM $1094.48. We are still waiting for the items K-10124-CP &GT40-DF0C to be returned . If you can provide the return tracking we can use that to expedite you return & credit. As soon as this is received into our warehouse we can resolve your order issue, thank you.

Business

Response:

Dear [redacted],

We can completely understand your concerns and apologize for your dissatisfaction with this order. 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.

This credit will be for the Qty 2 Price Pfister GT40-DFOC & Qty 1 KohlerK-10124-CP The restocking fee will be waive as a courtesy.

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.

Review: I mailed off faucets and towel racks on 2 May 2014. Items were received (signed for) on 6 May. I called on 19 May (spoke with Jenny) and was told the merchandise had not yet been recevied in the warehouse. Once it was received, (24-48 hours), it then takes approx 7-10 days for the credit to show up on my credit cared. On 2 June, I spoke ith [redacted], and she had to check as it still showed the items had not made it to the warehouse. 11 June, spoke to [redacted]. She said on 9 June the merchandise finally shows as making it to the warehouse. She was going to contact Credit Department to expedite the refund. 20 June, I spoke with [redacted], and she said she sent an email to the Credit Department supervisor to expedite the credit. Said it would take 24-48 hours. I checked my credit card on 23 June, 72 hours, and still no refund. Today, 24 June, I spoke with [redacted]. She stated she sent an instant message to the Credit Department Supervisor requesting a rush for my refund. They have had the items for over a month. I am submitting this claim today, as I have no faith that I will get the credit in the next 24 hours. I've had it with this company.

Order # [redacted]

4/14/2014 Account was charged $337.70

Monday, April 28, 2014 9:45 AM Items were shipped.

Items returned on 2 May 2014

Fed Ex shows items were received on 6 May 2014.Desired Settlement: I want the full refund of $337.70. There should be no charge for restocking.

Business

Response:

Dear [redacted],

We

can completely understand your concerns and apologize for your dissatisfaction

with this order.

We

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

account. The accounting department issued you credit on 6/24/2014 however the fee was assessed we have sent a message to them to credit back the restocking fee as a one time courtesy. You should expect this credit to be posted on your account today. Thank you,

Review: This complaint is toward eFaucets regarding Order Number: [redacted] for an internet purchase on June 15, 2013. On July 30, We carefully packaged and followed all detailed and intricate instructions to carefully return 3 Kohler plumbing items to their warehouse located at eFaucets.com, [redacted]. To return the items, we also provided the given RGA# [redacted]. This UPS shipment was confirmed delivered by their warehouse on 7/31/2013 with this Tracking No. [redacted].

We had been told to allow up to 30 business days for a credit back on our credit card. It is now Tuesday, September 17, 2013 and we still have not received a credit on our credit card. We also have not received a single email with any status updates regarding our refund. I have found it necessary to call and follow-up after patiently waiting an excessive amount of time. I have spoken with numerous and even combative employees who give me the run around such as a "Credit Memo" has been issued, however, the credit department is backed-up. I was told yesterday by 'Trina' that the credit would be issued within 24 hours. At that time, I then informed Trina that I would be filing a report with the Revdex.com. Her response was, "I'll pass that along." Of course, we still have not received the credit of $417.63 on our credit card. (This amount also allows for the 15% restocking fee.)

I find it unfathomable that in this internet and electronic age that a refund to a credit card is so difficult to do by eFaucets. However, this business was prompt at charging the credit card when the merchandise was ordered.Desired Settlement: A Refund to our credit card in the amount of $417.63 for returned merchandise.

Business

Response:

Dear Mr.[redacted],

We have refunded your account in the amount of $417.63. This was for the returned items Kohler K-T13494-4-CP qty 1, Kohler K-300-K-NA qty 1 & Kohler K-7397-CP qty 1 less 15% restocking fee. we apologize for the delay and hope that is resolves your order refund issue. thank you,

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.

Regards,

Review: I received the wrong faucet and was told a call tag would be issued for the return in two days. It did not come. I was then told the call tag could take up to 28 days. It still didn't arrive. I followed up and they said they contacted me twice for a photo to prove I received the wrong faucet, I have no record of this. I emailed back twice to ask when that happened, and have not heard back.

My complaint ticket was (they closed because they said I didn't get back to them): Ticket# [redacted] My original order was Order #[redacted].Desired Settlement: I want to return the faucet ASAP and I want the whole amount refunded--the cost of the faucet, plus shipping, and NO canceling fee or restocking fee--the manufacturer shipped me the wrong faucet.

Business

Response:

Dear [redacted],

We have received this merchandise back in our warehouse. Our

Accounting Department has been alerted to issue immediate credit. You can expect this credit within 3 business

days. Thank You

Review: I ordered a kitchen sink from eFaucets.com on 5/26/2013. While ordering the sink, the website showed a ship date of 5/29. They immediately charged my credit card and sent me an email with the order number, but NO tracking number for shipping. When I called, I was first told the order will ship as expected on 5/29. When it didn't ship and I still didn't receive a tracking number, I called customer service again and I was told that the ship date is 6/10 and that it says so on the website. It did say so, but that wasn't the date that I had seen when I ordered the sink. Since that date wouldn't have worked for me, I cancelled the order. In spite the order not having shipped, they said I would be charged a restocking fee. This policy was not clearly stated on the product page. Since I didn't have any choice, I went ahead and cancelled. I asked to speak to a supervisor but I was told that they're all in a meeting. I was assured the refund would show up on my credit card statement in 10-15 days.

The refund hadn't showed up on 6/25, so I chatted with an online representative [redacted]. She told me that it takes 30 days to process refunds and assured me that the refund would be in my account by 6/29. The refund has still not shown up on 7/15. I called customer service again and all I got is an apology and another assurance from the supervisor that the refund will be there in 24 hours. When I told them that I had received several such assurances from them, they just apologized again. I asked to speak to the supervisor and I was told that they're all in a meeting. This was the same excuse I had received when I had called to inquire about the ship date on 5/29 and had ended up cancelling my order.

I'm still waiting for a refund. The amount is $527 and so it's a rather large amount.Desired Settlement: I would like the restocking fee to also be refunded to make up for the delay in refunding the balance. I also expect an apology from their supervisor and a call to apologize and not lies about being in meetings. I also expect them to honor the ship dates that they have on their product pages and if things change because of the manufacturer that they work with, they need to protect their customer.

Business

Response:

Dear [redacted],

I ordered a vanity top from efaucets on 10/13/15, was supposed to be delivered in 5 to 7 business days. They tried to deliver it on the 20th in a 53 ft. trailer that could not get into my neighborhood. After several phone calls with the trucking company they told me to get in touch with the merchant and let them do the leg work. I called them and they very rudely asked what I wanted them to do about it. I told them if product was in my area there was a one day window that I could pick it up, otherwise they would have to deliver it to my house. 7 phone calls to them and various shippers later, no one knew where it was. ElPaso, Alaska, Atlanta, Ohio. Several times was told it was cancelled, or that it was somewhere waiting on me. Finally Google trusted stores got involved, efaucets gave them the runaround, saying it was on it's way and they had been in contact with me. They never called me, not even an email after 11/6. Finally after getting transferred through several different trucking companies I received my product on 11/16/15. After efaucets received your order and your money you are on your own. You sure are not their priority! So frustrated. Never again!

Please beware of using this company. They will ship out orders and when you try and return the items they will say they can't locate the items even though you have tracking information. Also will try and say you used the item or the item had scratches even though that is originally why you wanted to send item back. [redacted] are getting paid to do nothing!

Review: I ordered an towel bar from this company for a total of $44.36. Seemed simple, however, I accidently ordered the wrong color. However, to return the product under their policy would have cost me almost as much as the original product.15% restocking fee = $6.65Must be returned inside the original shipping container, and that must be placed inside another container so the original is protected. New box = $6.00Must be returned via the original carrier = $21.61.Add all this up and it costs almost $35 to return a $45 item. This is very customer unfriendly.Desired Settlement: DesiredSettlementID: Refund

I would like to get a refund and return of the item at no cost, much like most vendors do.

Business

Response:

Dear [redacted],

We have set up the return for your order we can waive the restocking fee once this is return to resolve your return issue. Our returns department will email you the RGA # and instructions for this return. As long as the item is return in 100% resalable condition you will receive a full refund. We hope in extending this offer we can resolve your return issue.

I ordered a rain shower with efaucets.com. I chose to order from efaucets, because my renovation had already started, and I needed the part quickly. Their website said it would ship in 1 business day, and that they had 75 items in stock.
The order was made on January 26th. My credit card was billed on that same day.
1 week later the product wasn't shipped yet. And I had all workers waiting for the part to be able to finish my bathroom renovation (workers waiting for a part can cost a whole lot of money!) I contacted efaucets, and they said they are waiting for the part to come from the manufacturer (even if their website still said they had 75 in stock).
They finally shipped the part on February 10th (15 days later!!!!!), and worst of all, even after all the delay, they shipped with regular ground (the least they could have done was shipping with next business day delivery). Today is February and I still haven't received the part.
Terrible experience, untruth stock and shipping information on their website. This caused my renovation to be delayed by at least to weeks, and over 1,000 extra money spent for the delay.

Review: On 5-8-13 I placed an order for bathroom accessories with Efaucets. I was told on this date that all items would be delivered within 3-4 weeks. I received sinks and toilet seats in a timely fashion but toilets have yet to be delivered. On 6-25-13 I called Efaucets and spoke with a lady by the name of [redacted]. I was placed on hold for hours then told that my call would be returned when they figured out what the problem was. My call was never returned. On 6-26-13 I called Efaucets again and spoke with a lady named [redacted]. On this day I was hung up on. When I called back I spoke with a lady by the name of [redacted]. I was then placed on hold and never returned to. On 7-3-13 I again called Efaucets to check on the toilets and again spoke to [redacted]. Once again I was placed on hold then hung up on. I called back and was put through to a man by the name of [redacted]. I told [redacted] that I wanted to cancel the order and my money credited back to my credit card. He stated that the order was then cancelled and money would be returned within 7-14 days. Today is 7-16-13 and money has yet to be returned and two toilet tank were delivered to my home with no bowls to go with them. I called Efaucets and spoke again with [redacted]. After being hung up on twice I finally got [redacted] to speak with me about this matter. She stated that the order was never cancelled as I had asked and told it was and that no money would be returned until the tanks were returned to the warehouse. The bowls still have not been located and no delivery has been scheduled. I do not know how to resolve this problem.Desired Settlement: I want the toilet tanks returned to Efaucets and my money returned to me. I have no desire to deal with company any further.

Business

Response:

Dear

[redacted],

Review: I purchased two items on EFaucets.com on July 27, 2015. Order #[redacted]:

KOHLER K-P15290-4-CP, for $147.71 (a spout and two bath faucet handles)

Kohler K-T15225-4-CP, for $54.11 (two sink faucet handles), for a total of $201.83

The items arrived in good condition. Our contractor opened the spout and one of each of the faucet handles, and determined none of them fit our current valves. He did not attempt to install them.

We contacted EFaucets and received an RGA. The items were returned as required in the original packing material. At the UPS shipping center the packer suggested and provided additional packing material (beyond the original) to ensure safe shipping. The items were in brand new condition when shipped.

The package arrived at EFaucets on August 31, 2015. We had not received a credit and therefore called on September 8, 2015. They did not have it in their system, and had to research it. On September 9, 2015, we received an email from Trina in customer service stating:

"The warehouse has advised they received your return of the Kohler K-P15290-4-CP with damage to the spout and scratches on the item. Please see the attached pictures. You will have to file a claim with the carrier you used for the return. We cannot issue credit for the item as it is damaged. Please advise if you are going to file the claim or I can get a quote of what it would cost to have the item returned to you. Thank you."

-the pictures showed a small scratch on the spout and no damage to any of the four handles.

I sent an email stating we would not be interested in returning it to us. When I called a week later to confirm there was damage to all five pieces contained in the two separate items (K-P15290 and K-T15225) they stated yes, every piece is damaged and no refund could be provided.Desired Settlement: It is impossible that every single piece of both items was damaged (five total pieces, when at least two were unopened). Upon reviewing multiple complaints and reviews on the Revdex.com site, I learned that this is a common occurrence among returns and the company seems to have an integrity issue (ie it seems very common that no refund is issued). They have a very strict return policy that it appears they are using to take advantage of customers. It would be appropriate for them to refund our $201 minus their 15% restock fee.

Business

Response:

Dear [redacted], We have spoke to the warehouse that these items were returned & they have stated that the (1) KT15225-4-CP was not returned, and the (1) KP15290-4-CP was returned damaged the item is scratched and nicked on the spout. We also had (2) extra handles returned to us. On september 9, 2015 when you contacted us about your return we did advise you of this. We advised you that you would have to file a claim with the carrier you used to return the items to our warehouse. We did not receive the merchandise in 100% salable condition for a full refund We apologize as our policy does state that 30 Day Returns / Exchanges: Within 30 days of receipt of your shipment, you may return or exchange any (non-special order) faucet, fixture or accessory in its original packaging and in 100% salable condition for a full refund, less shipping charges and a restocking fee.[redacted]

Consumer

Response: