Eimprovement.Com

Review: I requested information regarding a bathtub from the company and they sent me the wrong info. Going off this info, I purchased the tub on 10/3/13 including shipping for over $600. When I received the item, it was not what I thought I was ordering and per the company's instructions, it was returned a week later with the understanding I would be refunded the entire amount including shipping because it was the company's error. As to date, I have contacted them 3x asking about my refund and keep getting told it is being processed. It has now been almost 3 months and still no refund.Desired Settlement: I want my refund for the full item price including shipping as promised immediately.

Business

Response:

Dear [redacted],

Review: I order a standing shower kit from efaucets I only get a shower door I return did not sign for it only refund a part of my payment they keep more than half for refuseing the ItemDesired Settlement: I only get back less than half of my $279.00 that I pay

Business

Response:

Dear [redacted],

We apologize for the confusion with your order. We have instructed our accounting department to issue a credit for the refusal fee. We can not waive the restocking fee as this is charged via [redacted].

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

Review: I requested and received the required return authorization via email in a timely manner and returned the products as instructed in May of 2013. I expected to receive my refund in a timely manner as well. So when I didn't after waiting more than patiently I called at the end of August 2013 twice and received verbal confirmation twice that the items had been received and the refund would be processed and even escalated in accounting for processing, but still nothing. LET THE BUYER BEWARE the practice with this company seems to be to hold on to peoples money as long as you can get away with it. I feel their rating would be worse if more people thought to report their bad business tactic. I will not BUY FROM THEM AGAIN AND WILL NOT recommend them and will tell everyone I know NOT to do business with this company.Desired Settlement: FULL REFUND FOR EXCEPTIONALLY LATE REFUND HABBIT!!!

Business

Response:

Dear [redacted],

Review: On 6/6/2015 I placed an order for 8 House of Troy HOU-T21-56-CA picture

lights in "statuary bronze" (ord. #[redacted]). Product came in individual

boxes with the light packaged only in crepe paper secured by tape. I opened

one box to check the color, and found that the color discrepancy was quite

dramatic, especially given the color choices available. I spoke with

Patricia and her supervisor, and sent photos of the advertised product,

alongside photos of the actual product. They refused to take the product

back unless 1) I paid for all return charges and 2) I forfeited a 15%

restocking fee (equiv to $148.92). I notified them that the product

advertised was clearly misrepresented (and consituted false advertising) and

I should not be paying these fees. They countered that they were not

responsible for the photos on their website. Should you want to see the

actual photos, please contact me at the phone number listed, or

by email, and I will be please to forward such to you. I

request that they take their product back, at their expense, and provide a

full refund.Desired Settlement: I request that they take their product back, at their expense, and provide a

full refund including waiving any restocking fees. This request is based on the fact that

the online product was grossly misrepresented with respect to appearance, ESPECIALLY given

the choice of finishes offered. Furthermore, please be advised that the company has threatened

that if the product if not returned to them by August 17 (30 days from their last email to me), that

any return authorization will be forfeited in its entirety.

Business

Response:

Dear [redacted], We apologize for the item not being as you had expected. We have set up the return and offered to wave part of the restocking fee.

eFaucets.com refuses to honor its return policy. I bought a Kohler bath tub from them. It arrived at my house and my wife signed for it not knowing that below the crate cover the tub was damaged. It is unreasonable to suggest my wife should have opened the crate as she could not and the driver would not have waited on her to try and do so. I discovered the damage a few days latter when I started to install the tub. I contacted eFuactes and sent them pictures of the damage done by the poor packaging. It took over three weeks to get a decision from them which was to give me a 1/3 credit. I want them to take the tub back and credit my account for the full price of the tub and honor their return policy.

Review: On 10/30/14, I placed an order for light fixtures from this merchant in the amount of $1,993.86. My credit card was charged immediately for the full amount. I was informed that the product would arrive in November. After several updates that the product would not ship until February, I cancelled my order on 12/2/14. I was told by the merchant (via phone and email) that I would receive a full refund within 30 days. After multiple email communications with the merchant, where I was told that someone would check with the accounting department and that my refund would be processed "within the next 3 business days," I have still yet to receive my refund. On 1/30/15, I called the merchant's customer service department, again inquiring about my refund. I was told again that "someone would check with Accounting", and that was all that could be done. When I asked if I could speak with someone in Accounting, I was told "no." They told me that my only other option was to contact my credit card company to dispute the charge. It is obvious that this company has no intention of issuing my refund at this point.Desired Settlement: I wish to have $1,993.86 credit back to my credit card as soon as possible for the order that was cancelled and the product that was never received.

Consumer

Response:

On Wed, Feb 18, 2015 at 11:49 AM, [redacted] wrote:The business has issued my refund since this complaint, and it has posted to my account as of 2/16/15. Please update the status of this complaint to reflect that it has been resolved. Thank you. [redacted]

Review: I purchased 3 sinks on 12/9 via telephone order which were to be delivered 12/11 via 2nd day express delivery, which I paid for the 2nd day express shipping. When items didn't show up on 12/11, I called on 12/12 and was told they weren't even scheduled to ship out for another week. I told them this was unacceptable since I was told they would be delivered 12/11 and I wanted the order cancelled. They said I could expect my refund in 7-10 business days. On 12/29 when I hadn't received the refund, I contacted efaucets. They said it would be another 24-48 hours. I contacted them again on 1/2 and was told another 24-48 hours. I contacted them again on 1/6 and [redacted] told me she would make sure the refund was done in the next 24-48 hours. I contacted efaucets again today and spoke with [redacted] at ext. [redacted] and was told another 24-48 hours. Today is 1 months since I placed the order. They have, in effect, stolen my money since it does not seem like they have any intention of refunding my money and I did not receive their product as promised during the order.Desired Settlement: I want my refund of $695.71 immediately!

Business

Response:

Dear [redacted],On January 9, 2015 Your account was credited $695.71 Cancelled item [redacted] VGT319 qty 3 less 10% disc plus shipping.

Review: I ordered a soap dispenser (order # [redacted]) on August 18th after e-chatting a week earlier and being told it would ship in 2 weeks. I had to email them just to get a confirmation the order went through, I got a credit card charge, but no confirmation from the company. Two weeks later I e chat to see why I haven't gotten it or a delivery notice and I was told it was now back ordered and would be at the warehouse in two weeks (delivery in three). Two weeks later I e chat to confirm, am told it will be delayed another two weeks. A week later I call and am told it is back ordered and will be in Oct 16th. I tell them that is too late, I won't need the item and I need to cancel the order. My cancellation goes in on a Monday and I am told I will receive a email confirmation in 48 hrs. I do not, so e chat and that person says it could take up to 7 days. The next day I decide to call again and speak w/ someone, this is a Thursday. They put me on hold for 30 minutes only to come back and say they are canceling my cancellation, the item will be in the warehouse today and they will ship tomorrow. I tell them that is not right, I have ordered it from somewhere else because I canceled 4 days ago, they haven't even gotten the item let alone shipped it to me yet. They rep said there is nothing she can do. I ask to speak w/ a manager. I get [redacted] who was very nice and said she was the one who spoke w/ me on Monday and put my cancellation in and she is going to call the warehouse herself and handle it because that isn't right, they told her personally it was back ordered till Oct 16th. She calls me back a few hours and says they did cancel the order and I will have my refund in 48 hrs (so on Monday). On Monday I have nothing, I wait til Tuesday and then call [redacted] directly as she gave me her extension. I leave a message, no reply, I call again and leave a message, no reply. I call on Wednesday and leave a message, no reply. So today I call my credit card company to dispute and come here also. This is very fraudulent activity and just not right. I was promised delivery and then continuously told a later date than promised, then I cancel and have to fight through that, then they say they will refund, but I never get my money and they now won't return my calls. I have ordered elsewhere as I stated, this company never sent my product and has basically stolen my money, It was $113.11, that is a lot to me.Desired Settlement: All I want is them to refund the money like they said they would for an item I never got.

Business

Response:

We have requested that this order be stopped at our warehouse and be cancelled. As soon as this is confirmed we can credit your account for the cancelled order.We apologize that we are unable to cancel your

order prior to shipping from the manufacturer.

Consumer

Response:

On Sat, Oct 18, 2014 at 8:05 AM, [redacted] wrote:The company refunded my money FINALLY!! Thanks for your help.

Review: Items were purchased on line and were delivered in July 15. I determined that 2 items would not work for our application and proceeded to return them following the strict return procedures outlined by efaucets. Items were received and signed for in their warehouse on July 23. No refund has been credited to my card. I have emailed customer service twice and got no response to either email. I called on Aug 26 and was told the warehouse had "missed it" and they were processing my return within 10 days. I called again September 5 and was told my complaint would be escalated to a manager and I would have my refund within a few days. No refund yet. I have since checked on line reviews for this company and see that I am not alone. This is unacceptable.Desired Settlement: I want my purchase price refunded. Along with all the other people out there who have been screwed by this company. I can't believe they have an A+ rating on your site.

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 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 acceptable for now. If refund is not seen in 10 days, I will reopen the complaing

Regards,

Review: On July 26th, 2014, I placed an order for 3 ceiling fans of the same brand and model on efaucets.com (parent company being eImprovements.com). My PayPal account was debited immediately for the amount of $657.00.

According to the policy on the website, I was to receive a UPS tracking number for the shipment no later than July 29th, 2014.

On July 29th, I had to contact customer support via email in order to be informed on the same day via email reply that the item was out-of-stock and discontinued by the manufacturer, despite being listed as "in stock" on the website. I called customer support on the phone and requested a refund. The customer service representative told me that I would get my refund in 3 to 10 days, but would not offer written confirmation that I requested a refund.

On August 1st, with the status of my order still listed as "Processed. Awaiting tracking number from UPS", I contacted customer support via email and inquired as to the status of my refund. I received an email reply the same day that "The paperwork for your cancellation has been submitted" and that it would take 7-10 business days to process my refund.

On August 18th, not having received any communication about the matter, I again contacted customer service via email to ask about the status of my refund. I received an email reply the same day that promised me that my refund would come within 3 business days.

On August 22nd, I again contacted customer service on the same email thread and was told that it would be another 1-2 business days.

On August 26th, I again contacted customer service and was again told that another 2 business days were needed.Desired Settlement: I want a full refund of my $657.00 and, only after the funds have been transferred back to me, a verbal apology from the principal or owner of this company.

Business

Response:

Dear [redacted],

Your account has been credited for the full amount for the DBM item Emerson EME-CF905CK qty 3.

Transaction ID: [redacted]

Original Amount: $657.00 USD

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 do, though, feel bad for the other unknown number of customers of this company that have never gotten their money back. These guys are crooks that prey on the ignorant, those who are unaware of their options when a company indefinitely delays the return of their money.

Regards,

I ordered a shower head from eFaucets in mid May, which showed as in stock. I called by the end of June as I hadn't heard anything about that order. I was informed it would ship in mid July. I called them back in August and was told that there was a problem with the manufacturer. So I canceled my order and was told I would get a refund within a few days.
Today (10/2), I called for the 4th time regarding the refund. I was told they were behind and would expedite the refund today. Let's see if I do get my refund.
So, my experience has been really bad:
- their website does not reflect accurate in stock inventory
- no follow up to inform me that the manufacturer would not provide the product
- I had to call 4 times asking for my refund
I will not use their services again and will not recommend them.

Review: After placing an order on 6/22/13 that was listed as being "in stock" on-line, I called back to confirm that the product was actually in-stock, as I hadn't received any shipping confirmation. Customer Svc responded, "no", the product was not due in until Aug. 2. I then cancelled the order on 6/25/13, and was told by Customer Service that the credit would be processed within 10 days, and that I should see a credit on my credit card (for an order amount of $920.00) within this timeframe. I had not received the credit as of yesterday, a full 17 days after cancelling the order, so called back to check status. I was told that the credit was never processed, and that the issue would, once again, be forwarded to a Supervisor and a credit issued within 3 -5 business days. I asked to speak to a Supervisor, and was told one had left early for the day, and another was in a meeting with a Vendor! Since when do Vendors come before Customers? I told them that I expected a refund within 3 days, and wanted a call back from a Supervisor, or would contact the Revdex.com. I did not receive a call back from a Supervisor, and, after reading many similar Customer Reviews on this site, doubt that I will. I'm not certain how a Company can maintain an A+ Rating with Revdex.com when they clearly have very suspect business practices.Desired Settlement: I demand a full credit of the $920 plus any applicable taxes or processing fees back to my credit card immediately.

Business

Response:

Dear [redacted],

Review: On July 18, 2015 I returned and order that I placed online on June 30th 2015. I ordered a faucet for a Roman tub item # Kohler K-T45849-4-BN at a cost of $425.89 and a Kohler K-300-K-NA at a cost of $110.03. The return was received by their warehouse on July 27 and it was sent as instructed via UPS Tracking# [redacted]. The reason for the the return was that I ordered the wrong item. The plumber who was to install the faucet came to my house and looked at the box and the brand and said that it would not work on my tub. Neither he nor I opened either one of the two boxes.

Two days ago this company refunded $93.52 to my credit card and when I called the company to they said that they have a 15% restocking fee and the reason for not getting the refund on the other item was because it was damaged.

I then Googled to see if this company had any other complaints against it and the list goes on and on. Have I been a victim also of these fraudsters or can you possibly help me and see that other unwary people not be ta[redacted] by eFaustes.com?Desired Settlement: Refund $425.89 less the 15% restocking fee = $362.00

Business

Response:

Dear [redacted], We have issued a refund in the amount of $425.89 on Sep 1 2015 9:28 AM for the returned item Kohler K-T45849-4-BN qty 1.

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 purchased two toilets which were supposed to be shipped and be in stock, my card was charged on 12/21, the items showed up 4 weeks later and one of the toilets were damaged. My wife noted it on the receipt slip that the box was damaged. She could not open the box so when I came home from work and inspected the merchandise it was broken in the area where the box was damaged as noted on the receiving document. I attempted to contact agent and was on the phone for several hours. I finally got ahold of a rep two days later and sent pictures on 1/26. I am still waiting on an exchange and have spent several more hours on the phone. I am concerned this vendor is not going to give me my exchange.Desired Settlement: Take the damaged toilet off my property and send me what I paid for ASAP. They are dragging it out and I want resolution.

Business

Response:

Dear [redacted], We apologize for the delay for the replacement toilet. We have placed a reorder for the Kohler K-3811-0 . Our Warehouse has this is in stock and should be shipped out asap. Please accept our apology as we are working on resolving your order issue.

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 ordered a product from the website faucets.com on Nov. 9, 2014. It was a faucet, and I needed it ASAP. On the website, under the individual item description, it stated the item was in stock. I found what I needed, and placed my order, adding extra 2-day shipping charges. I waited 3 days, and realized I had not received a shipping email, so I called their Customer Service number. It took a really long time to reach a person, about 35 minutes on hold. When I finally got to talk to a person, she said that she had to "check with her warehouse" to see if the items were in stock or when they would be. She repeatedly put me on hold. Then she said that there were several warehouses she was checking with. Finally she said that it "looked like it would be a couple weeks" before they could ship the items I had ordered, that their website said, and still says, "IN STOCK!". My faucets need to be replaced NOW because they are leaking, had I realized the items were not in stock, I would not have placed my order. So I requested a refund. She said it would take "24 to 48 hours" to process the refund. I waited until Nov 12, and then sent an email to their Customer Service, because I had not received confirmation of cancellation of my order and issuance of refund. On Nov 16, I received an email acknowledging receipt of my request for refund, and stating that it would take 7 - 10 business days for the credit to appear. It has been far longer than that… I sent an email on Dec. 12, asking where my refund is, it has not been credited yet. They sent an email on the 13th stating it would take another 24 - 48 hours to process….Then I received an email on Dec. 15, stating "GREAT NEWS!!!" Your refund has been processed." and that it would take "anywhere from 3 to 10 days"….. still no refund has arrived. I was just on the phone today Dec 18 - again, waited 40 minutes to talk to a person, and she tried to tell me that refunds "can take up to 30 to 40 days" to show up on your credit card statement. This is simply not okay.Desired Settlement: I want a refund of all monies paid for the product and the shipping. I cancelled the order before they even had it in stock. I feel this company has no integrity. I would like them to take less time answering their phones. I would like to not be lied to. I would like them to not take advantage of their customers. I would like them to know that I will never order from them, and will tell everyone I know how badly they treat their customers. Mostly I just want a refund, and I don't want to have to hound them to get it. Things happen real quickly over the internet, we do not have to put it on a camel and traverse the mountain passes, to process a digital transaction.

Business

Response:

We are showing that a full refund was issued on 12/15 for the $ 210.61. this amount was for the Cancelled item Price Pfister 01-81PC qty 1 and Price Pfister 01-31XA qty 1 plus shipping.

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: The company falsely advertised an item as being in stock and then refused to issue a refund in a timely manner.Desired Settlement: Immediate refund.

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 2 business days. We apologize that your item is no longer available with the manufacturer and we are expediting your credit. This will be credited by the end of business tomorrow.

Review: I purchased a bathroom faucet from this company which I had to return because it didn't work with the vanity we purchased it for. It's been over two months and I still haven't received a credit from this company. Their policy does state that it could take up to 30 business days to receive a refund, so I waited the full 30 days before calling them. I've made three phone calls to them and each time they tell me that I should be receiving the credit within 7-10 business days or 24-48 hrs. I shipped the merchandise back to them via UPS. The tracking number shows they received the item on 06/03/2013 and here it is 08/13/2013 and they still haven't credited my bank account.Desired Settlement: I want a credit back to my bank account for the merchandise that I returned to them over two months ago

Business

Response:

Dear [redacted],

Review: The complaint is about a shower door that efaucets.com advertised as available in stock. I purchased the door from their website and a week later, they had not updated the shipping information on the order. When enquiring about the shipping information about the order. The support representative indicated that the item has been back ordered and will take 3-4 weeks to arrive at destination. Upon requesting a cancellation, they are charging me a 15% cancellation fee. When asked why, the customer service representative would not agree that they had misrepresented the information on availability which affected my decision to purchase the product from the retailer. Even though I pointed to them that their website was still continuing to misinforming clients that the doors would ship in 2 weeks at the date of conversation!

The order was placed Feb 25th 2014. When discussing the matter on March 3rd 2014 after discovering the misinformation and misdirection, the representative indicated that they would charge a cancellation simply because [redacted] charges them a cancellation fees. The representative pointed to me that there was a 30 day shipping clause in the terms to which I asked if they would guarantee delivery on Mar 26th 2014 as [redacted] had stated to them that they would ship the door to them on Mar 14 2014. I indicated to her that if [redacted] ships ground to them on March 14 and they ship ground to me, can they guarantee their own shipping conditions? She would not guarantee delivery of the doors in time as per their own additional policy and declined to remove the cancellation charge.

In summary, they misinform about availability on their website, do not clearly list the shipping terms on the order page. Put additional shipping terms in policy pages on websites and even when not meeting those terms, charge cancellation fees simply because they were charged by their supplier.

Essentially, they advertise products that aren't available, order them upon finding a customer and then solely based on a deeply buried policy charge cancellation fees.Desired Settlement: The desired outcome would be to clearly indicate on website availability of stock on hand, clearly display additional charges and cancellation/restocking fees, meet the agreed upon terms and adjust bill to refund cancellation fees in full.

Business

Response:

Dear [redacted],

Terrible customer service .... they never do what they say they will. I will NEVER buy from them again.
Here's my [sad] story:
- Called in early May 2014 to get a return order # for a faucet that didn't work for my update. After about a week, I get the Email with the order number.
- Did my part and returned a faucet on 6/20/14 [on time]
- Called on 7/31, got script answer [SA] #1 "warehouse didn't send over paperwork, they are faxing to me today and I'll send to accounting and you should see your credit in 7-10 business days
- Called back on 8/18 [11 bus days later], got SA #2 "will check with credit dept, you should see you credit in 3-5 bus days
- eChat on 8/22, got SA #3 from [redacted] "I emailed supervisor, you should see your credit in the next 24-48 hours"
- eChat on 8/25, got SA #4 from [redacted] saying her supervisor will process today and the following dialogue:
Me: what is the supervisor's name ? [redacted]: I am not able to give that out.
Me: can you transfer me to him/her [redacted] They don't take chats.
Me: I've been told many times that it would be processed but eFaucets never has done it [redacted]: I am sorry to hear that
Me: OK ... I'm going to check tomorrow [redacted]: Sounds good.
Me: if it isn't processed, who can I call, the CEO or director of finance ? [redacted]: We don't have a director of finance and the CEO will not accept a customer call. You can call 800 891 0896.
- So I decided to wait a few hours and eChat again with [redacted] to get SA #5: "I've notified the accounting dept and if it doesn't get credited by end of today, please call us back"
To my surprise, I got a message from PayPal of the credit about an hour later.... a little more than 3 months.
Each time I was told I'd get an Email from eFaucets when the credit was applied and never did, even after PayPal had notified me.
So my conclusion and opinion is this:
1. I'll never buy from this org again. In today's world of e-commerce, there is no need for anyone to put up with this. So I'll pay the slightly higher price of Amazon or eBay because they have a "demonstrated record of achievement" for service and transparency about the process.
2. They don't intend to provide good customer service or timely refunds any time sooner than 3-6 months.
3. From reading many posts on Yelp and the complaints on the Racine WI Revdex.com, the scripted customer service answers are just part of their business model around cash flow and float. [and I'll be posting this on the Racine WI Revdex.com].

I ordered and received a confirmation #987189 on a Kohler triple sink K-5895-5-K4 on Oct 26, 2013, and my Discover Card was charged $1156.94.

Shortly after inquiring about the product on Oct 29th, I was asked by Ruby if I had checked the 'availabilty'. I told her that I hadn't b/c my order was confirmed. She said that didn't matter and then told me that the sink was discontinued and unavailable for shipment.

I was disappointed to hear the news as it was advertised on the EFaucets.com website.

When I received my Discover Card statement on Nov 27th, I noticed that the charge was still there over a month later!!! I called on Nov 29th asking why this charge was still on my account when it was known on Oct 28th that it was a discontinued item? I wanted a credit immediately and Nancy told me that she wasn't sure that anyone was working in the credit dept that day after Thanksgiving.

I have been furious that eImprovements kept my money for over a month unnecessarily causing me to lose time and interest.

On Nov 29th, I received a confirmation that a refund would be applied to my account, but that it might take 3-10 business days for this and if I don't have it by then, to call the Credit Dept at 800-891-0896 to investigate the matter for me!

This is deplorable and I am still waiting for the credit to be applied although 10 business days ends on Dec. 13th.

As a kicker, I got an email asking how I like the product that was sent to me about 3 weeks ago. This company doesn't know its head from its foot, and customers should be warned about buying from EFaucets or its parent company eImprovements.

I would like to be compensated for the interest lost and wasted time because of them.