Eimprovement.Com

Review: I paid for a brown sink from efaucets on June 16, 2014. I received the faucet in July. It was green. I returned the faucet, within a week and have yet to receive a refund.Desired Settlement: I want my money back, $333.40

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 3 business days.

Review: purchase several items form this company - they were not what I needed - contacted the company and got a RA as stated in their return policy

I mailed the items to the address listed with the RA.

Policy states they will refund in 30 days it has been several months with many contacts by phone or email to resolve the manner

each time I am given a answer that seems to indicate they will live up to their but in the end they do not

it appears their policy is to put the customer off till give up and write the money off as a lesson learnedDesired Settlement: refund the $72 minus their restocking fee - in a timely manner not months later

Business

Response:

Dear [redacted],

Review: I purchased a sink/faucet combo with a delivery date of 7/4. When on 7/12 I called to cancel as I was moving, they said they could not cancel. They shipped the items, but UPS bounced them as I was no longer living there. It has taken 6 weeks just to get a portion of my money back. They are not giving me back the full amount as they said I bounced the order. When you arent there, you cant accept the order. The total order was $527.95, and after begging for 6 weeks, they only gave me back $343.17, charging me a restock and ship fee in the amount of $184.78. They never emailed me to tell me their delivery was moved out. No communication at all. I have spent at least 5 hours on the phone with them. I ask for supervisors to call but they dont. They have not lived up to their end of the contract, and are stealing from me.Desired Settlement: I would like the difference of $184.78 that they legally owe me. I am happy to consult an attorney of need be. Worst customer service EVER. They are thieves.

Business

Response:

Dear [redacted],

Your refund was issued on August 29, 2013 for $184.78 for the returned Kraus KBU11-KPF2140-SD20 qty 1.

Review: Please note that there are multiple complaint types that would be appropriate, including lack of customer service response, false advertising, etc.

eFaucets has provided us with the absolute worst customer service experience we have faced. We have been shopping online since online shopping began and have never had anything approaching this mess.

In short, not only did the company lie about how a tub we ordered would ship (within 3-5 days, DIRECT from Jacuzzi per the website, which does not mean shipped at some random point in time from Jacuzzi, to an out-of-the-way eFaucets warehouse, then to us, as later seemed to be their plan), but despite our diligent efforts to track our order status, we have repeatedly been provided with conflicting, inaccurate and recently, apparently deceitful information.

We ordered the tub February 25. Beginning in early March, between my husband and myself, we have placed more than 20 phone calls to eFaucets in order to learn when we could expect delivery (we have phone records and call notes). First of all, this should NEVER be required of a CUSTOMER. Secondly, all these calls have been a complete waste of hours of our time, because no one at eFaucets ever gave us accurate or truthful information.

We have heard everything from it will ship within a few days, to we don’t know when it will ship, to it is backordered for 3-4 weeks. Based on the first date we were given (on an early call in March), the tub should have arrived no later than March 17 (which was far later than expected).

Several times, customer service representatives told us that they would contact us with more information once they heard back from Jacuzzi or the eFaucets warehouse. We have NEVER been contacted by eFaucets with any information.

Our contractor offered to call eFaucets on March 19, thinking he might have better luck getting an answer as he is a previous customer. The customer service person told him that eFaucets had never even placed the order with Jacuzzi!! Then, the customer service person backpedaled and said actually the tub was back ordered another 3 to 4 weeks (offered us “free shipping” as a concession, which was something we had from the start). Our contractor was told by the customer service person that we had to call to cancel the order, so my husband did so that day and was told that we would receive a cancellation confirmation within two days. Two days passed and no confirmation, so he called again and spoke to the same customer service person and was told she submitted the necessary paperwork and there should be "no problem" receiving the confirmation, that we would definitely have the confirmation in another two days. Two days passed and no confirmation was. A day later, out of the blue, I checked online at eFaucets hoping to see the cancellation and saw an update that the tub had shipped even though we did not want it and had cancelled the order!

Of course, no one from eFaucets had called to let us know that our cancellation was not honored and that a tub was being shipped. Nor did we receive a shipping notice via e-mail. When my husband called yesterday to see what had happened and how to stop the shipment, [redacted] in customer service told him that [redacted] had been given bad information by the warehouse person. So, not only was our contractor told that our order had not been placed and the tub was 3-4 weeks backordered, but their own customer service person was told the same on a separate occasion. Any good business should be embarrassed beyond belief that this would happen. This assumes that anyone there actually knows the truth. If an internal error was made, it is eFaucets problem, not ours.

Also, we find it very interesting that a tub that was supposedly backordered for the next 3-4 weeks somehow miraculously appeared in an eFaucets warehouse at the same time as our cancellation. We have contacted the freight company and advised them that we are not accepting delivery. They are trying to stop shipment (which implies that eFaucets is lying once again and it didn’t actually ship).

Please note that we have also filled out eFaucets online request for information form and emailed them, never receiving any reply.Desired Settlement: We want the amount of the tub refunded to our credit card immediately.

Business

Response:

Dear [redacted],

We apologize for the information that you received. We have asked our warehouse the waive all fees associated with the refused shipment. They have requested that this be returned via Estes and all fees will be waived due to the misinformation that you received. We apologize as we were only going on the information that we were given from the vendor. We

work very closely with our manufacturers and suppliers to be able to provide

the most accurate lead time possible on our site. Occasionally unforeseen

circumstances like production delays occur and end up pushing the expected ship

date out farther than was originally projected.

When this happens we do try to inform our customers of the delay. However we were given the wrong information therefore we will credit your account for the full amount of the tub.

DO NOT DO BUSINESS WITH THIS COMPANY!!!

Placed an order in September with a 4 to 6 week delivery date. That did not happen. Hold time for customer service is a minimum of 20 minutes but usually close to 40 minutes.

Informed part of the order was cancelled because we were quoted the incorrect price. No contact call or email to notify of the cancellation. New ship date on remaining order was 3 weeks. We were unable to accept order at that date due to an extended vacation. Would not have ordered product with this delivery date as a signature was required at delivery. Cancelled order.

Spoke to supervisor who assured us of a timely refund. That did not happen. Messages left for the supervisor went unreturned. Again called customer service, waited an unreasonable time for a representative who disconnected about 5 minutes into call. Called again. Asked representative to take my number to call back if we were disconnected. Unable to do that. Asked for supervisor or manager. Told they were busy and could take up to 3 days to hear from someone.

Finally spoke to someone who said my refund was coming but there were a lot of customers in front of me waiting for their refunds. Hung up the phone, called my credit card company, and disputed the charges.

AGAIN, BUYER BEWARE!

After placing an order, I found out that the product was backordered. I called immediately to can cancel the order on 5/29/14 and was told the money would be refunded into the account with-in 7-10 days. After not receiving the refund within the timeline given, I called again and was now told it would be another 24-48 hours. After again, not receiving the refund within the timeline given, I called and was told it would be another 24-48 hours. As of 6/25/14 I am told I should receive the refund within 24 hours, but I am skeptical. The customer service representatives were very friendly, but the company needs to get its act together.

This is the worst on line company I have ever dealt with. We recently renovated our home, doing 3 bathrooms, new flooring,

lighting etc. They told me product was in stock when it wasn't. Then after I tried to return it (wrong color for my needs) it took

repeated phone calls, emails and more than two months to get my refund. Along the way I was told it was being handled..then a week would go by and nothing, so I would call back only to hear that what I was told previously was inaccurate. Total lack of communication between departments. Had to threaten to contact a lawyer before anything got done. By the way not a threat, I did have a lawyer who did call them.

Review: Received a damaged sink on jan 3 and reported it immediately after getting it off the delivery truck. Have made 4 to 5 phone calls and many emails trying to return/exchange the damaged sink. I was told it would take 21 buisness days. That came and went then I was told 2 to 3 buisness days that came and went and on February 10 I was told 1 to 2 buisness days. It's now feb 17 and I have not received any instructions on returning the sink. I have spent over 4 hours on hold on the phone and quite frankly do not have any more time to hold, I was told I had to hold today for 62 minutes.Desired Settlement: I want to return the sink and get a refund. I had to purchase the sink from another vender in order to move forward on my construction project.

Business

Response:

We apologize for the delay we are showing that your account was refunded for the returned item.Transaction ID [redacted]Invoice Number [redacted]Total Refund Amount $156.80 USD Note to Buyer Returned item Grohe 47080000 qty 2.

Business

Response:

Dear [redacted] ,We have issued credit for the damaged Kohler K-6489-0 Qty 1 in the amount of $269.77.

Review: On July 16th I ordered a toilet from efaucets. The toilet arrived on July 23rd and upon opening the box, realized that the toilet was shattered. The customer service agent, [redacted] , provided a return label and we shipped the toilet back to sender. [redacted] explained the toilet was now on back order and wouldn't ship for 4-6 weeks. We asked for a refund instead of a new toilet and [redacted] said no problem, we would receive the refund in 6-8 weeks. After numerous follow up, still no refund.Desired Settlement: I want a refund of the $316.39 for the toilet. I have a confirmation of receipt for the return.

Business

Response:

Dear [redacted], Please accept our apology for the delay in issuing you credit for your order.We are showing that our accounting department issued a refund for the Returned defective item Kohler K-3851-0 qty 1. $316.39 was issued on Jan 27 2015.

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: This company refuses the return of over $750 worth of merchandise. that was never used or unpackaged.

I purchased a Brizo faucet and 3 Delta body sprays from E-faucet. The job of updating my home was finally complete and when I went to return the merchandise they refused the return. They claim a 30 day refund policy which is not made evident upon the purchase of over 750 dollars worth of merchandise. I never opened it or installed it it is in resalable condition I just want to return it.Desired Settlement: I just want to return the merchandise for my money back. I will even agree to the 10% restocking charge.

Business

Response:

Dear [redacted], We are showing your order was placed on August 7, 2014 and you contacted us on November 10, 2014 to return the merchandise. We apologize however our return policy does state that the customer has 30 days to return the merchandise. 30 Day Returns - Within 30 days of receipt of your shipment, you may return any (non-special order) Faucet, Fixture or Accessory in its original packaging and in 100% Saleable condition for a full refund, less shipping charges and a restocking fee.No products will be accepted for return more than 30 days after date of purchase. No exceptions. Manufacturer will not accept returns past this date. We apologize however you agreed to these policy's when you placed your order by clicking "I Agree" at the time of checkout.

Review: Customer Service,

Thank you for providing me the following RGA's for my order #[redacted].

Line Item # 1 Kohler K-T13133-3A-SN $867.68 RGA#[redacted] Line Item # 2 Kohler K-11748-K-NA $139.65 RGA#[redacted] Line Item # 3 Kohler K-13114-SN $222.90 RGA#[redacted] I shipped all these items back with the proper paperwork provided with the RGA. I have POD for all three.

When will my PayPal account be credited?

I will be contacting the Revdex.com on Monday if I do not receive my PayPal credit.

Your customer service is atrocious!

Regards,

ph ###-###-####

----- Original Message -----

From: eFaucets.com - Customer Service

To: [redacted]

Sent: Tuesday, May 06, 2014 9:37 AM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

We will be happy to submit this request to our accounting department. Credits generally take anywhere from 3-10 business days to process and you will receive an email when this has been completed.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Customer Service,

Thank you for providing me the following RGA's for my order #1040177.

Line Item # 1 Kohler K-T13133-3A-SN $867.68 RGA#[redacted]

Line Item # 2 Kohler K-11748-K-NA $139.65 RGA#[redacted] Line Item # 3 Kohler K-13114-SN $222.90 RGA#[redacted] I shipped all these items back with the proper paperwork provided with the RGA. I have POD for all three.

When will my PayPal account be credited?

Regards,

ph ###-###-####

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Monday, April 21, 2014 12:20 PM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

Please provide return tracking for these items to expedite the credit process. Thank you.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Customer Service,

Thank you for providing me the following RGA's for my order #[redacted].

Line Item # 1 Kohler K-T13133-3A-SN $867.68 RGA#[redacted]

Line Item # 2 Kohler K-11748-K-NA $139.65 RGA#[redacted]

Line Item # 3 Kohler K-13114-SN 222.90 RGA#[redacted]

I shipped all these items back with the proper paperwork provided with the RGA. I have POD for all three.

When will my PayPal account be credited?

Regards,

ph ###-###-####

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Tuesday, April 08, 2014 11:37 AM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

We have contacted our returns department for an update and will contact you as soon as we have a response.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Did you get an RGA yet?

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Monday, April 07, 2014 12:47 PM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

We have contacted our returns department for an update and will contact you as soon as we have a response.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Customer Service

I talked to Edward (did not give his last name) last week and he said he would call me back with an update or RGA by Friday of last week. I did not receive any correspondents.

Do you have the RGA?

ph ###-###-####

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Sunday, March 30, 2014 4:13 PM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

We have not received the RGA number from the manufacturer. As soon as we have it we can email it on to you. We apologize for the inconvenience.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Customer Service

There is no reason this should take this long.

Process the RMA please.

My next call will be to the Revdex.com. [redacted]

----- Original Message -----

From: eFaucets.com - Customer Service

To: [redacted]

Sent: Thursday, March 27, 2014 11:15 AM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

Your RGA is still processing. Non-stock items take longer to get return authorization and we do apologize for the wait. RGA requests typically take 3-7 business days to process as we have to request the information from the warehouse. As soon as we receive this information from them, we turn around and e-mail it right back out to you.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

I need the RGA today!

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Friday, March 21, 2014 1:04 PM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

Please contact us if you do not have the RGA by the 26th as we are still waiting for confirmation from our warehouse.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Did you get the RGA yet from your Warehouse?

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Tuesday, March 18, 2014 4:58 PM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

RGA requests typically take 3-7 business days to process as we have to request the information from the warehouse. As soon as we receive this information from them, we turn around and e-mail it right back out to you.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

eFaucet.com team,

It has been 5 days since my request for a RGA. Can you send it today?

Thanks

Art [redacted]

----- Original Message -----

From: eFaucets.com - Customer Service

To: Art [redacted]

Sent: Saturday, March 15, 2014 11:07 AM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

It would be 3-5 business days to receive return instructions.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

eFaucet.com team,

I called yesterday to get an RMA for line items #1 and they said it would take approximately 1-2 days. Please confirm this is in process.

Thanks [redacted]

----- Original Message -----

From: eFaucets.com - Customer Service

To: [redacted]

Sent: Thursday, March 13, 2014 7:13 PM

Subject: RE: Re: eFaucets.com RGA# and Return Instructions - (eFaucets.com Ticket# LTK[redacted])

Dear Valued Customer,

I do apologize you will have to call in to request the return at ###-###-####.

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance during our normal business hours via our Live Chat support service by clicking the link below:

http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&si...⇄ />
We look forward to fulfilling all of your Home Improvement needs.

Sincerely,

The eFaucets.com Team

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

http://www.efaucets.com

=======

Subject: Re: eFaucets.com RGA# and Return Instructions

Customer Service.

I just received line item #1 from order #1040177 which is Kohler K-T13133-3A-SN Finish: Polished Nickel. I need an RMA for this item. I did receive the two separate RMA's for the items on Line #2 and Line #3.

Regards,

Art [redacted]

----- Original Message -----

From: [email protected]

To: a[redacted]@nycap.rr.com

Sent: Monday, March 10, 2014 3:38 PM

Subject: eFaucets.com RGA# and Return Instructions

Dear Valued Customer,

Re: Order# 1040177

(Please follow the return instructions listed below to ensure proper return and credit. This Form must be signed and submitted with your return.)

-----------------------------------------------------------------------------

* All Returns are subject to a 15% Restocking fee per the Return Policy listed on our website.

Return Period

You have 30 days from receipt of this email to return the products under the RGA# listed below. If the return is not received back at our warehouse within 30 days, the RGA# will be void and your return will not be accepted back.

RGA # (Returned Goods Authorization Number)

You will need to write or print the RGA# (Returned Goods Authorization Number) on a separate label or sticker and place it on the outside of the package you are returning. Note: Do not write the RGA# on the manufacturer box as this will deem the product (Used) and (Un-Returnable).

The RGA# for the products you are returning is RGA# [redacted]

The number must be clearly written on the box.

The items that are being returned are:

Manufacturer:

Kohler

Item Number:

K-13114-SN

Quantity:

1

The return shipping address to write on the box is:

Warehouse

eFaucets.com

16500 Hunters Green Pkwy

Hagerstown, MD 21740

The products you are returning must be shipped to the address listed above.

The return address must be clearly visible on the outside of the package via a Label or sticker that can be removed. Do not write address on manufacturer box with Marker or Pen as this will deem the product (Used) and (Un-Returnable).

If you return a package without the RGA# on the outside of the box, your refund will be delayed until the return is properly identified in the warehouse receiving department.

Return Packaging

Please repack the product in it's original packaging materials. ALL PRODUCTS MUST BE DOUBLE BOXED. DO NOT RETURN THE MERCHANDISE IN THE MANUFACTURER BOX ONLY. Please pack the manufacturer's box inside of another box, so that the merchandise stays protected. All products must be in 100% new and saleable condition in order for credit to be issued. Accessories must be factory sealed in the manufacturer's shrink wrap or packaging. Used or Installed products will be refused by the warehouse and returned to you.

Return Shipping

If your Order was shipped via UPS, FedEx or DHL, you are required to ship the returned merchandise back using the same carrier.

If your Order was shipped via Freight/LTL (ESTES, ROADWAY, NEMF, SEMF, Conway, etc.), you are required to ship the returned merchandise back using the same Freight Carrier.

Your return must be shipped back via a traceable source. Please save carriers tracking number in case your return is lost or stolen

Return Credit

Once we receive your return back at our warehouse, it will be processed (Usually takes 7-10 business days, but can take up to 30 business days) and your refund will be issued less a 15% Restocking Fee. Original shipping fees are non-refundable.

By signing below, I am agreeing to abide by the terms stated in the Return Goods Authorization form which is more detailed in the Return Policy and that the products have not been used or installed as stated above.

_________________________________

CUSTOMER SIGNATURE

As always we appreciate your business.

Sincerely,

Customer Service

eFaucets.com

[email protected]

Toll-Free: ###-###-####

Fax: ###-###-####

www.efaucets.com

Your Online Kitchen & Bath Store

Customer Service,

Due to a change in the project I need to return all three items on this order.

Can you send me an RMA?

Sorry for the inconvenience.

Art [redacted]

----- Original Message -----

From: eFaucets.com

To: a[redacted] Sent: Tuesday, February 18, 2014 8:45 AM

Subject: eFaucets.com Order Confirmation: Order# 1040177

Dear [redacted],

Thank you for your purchase!

Below are the details of your order. After your order has shipped, an email message will be sent to you including delivery details and tracking number(s).

And remember, eFaucets.com cares as much about great service as we do about great products. So, if you have any questions about your order, please contact us at ###-###-#### or e-Mail Us

ORDER NUMBER: [redacted] BILLING INFORMATION:

[redacted] US

a[redacted] SHIPPING INFORMATION:

[redacted] US

a[redacted]@nycap.rr.com

Product Information:

Product Image Model # Unit Price Qty. Total Price

Kohler K-T13133-3A-SN

Finish: Polished Nickel 867.68 1 867.68

Kohler K-11748-K-NA

Finish: No Finish 139.65 1 139.65

Kohler K-13114-SN

Finish: Polished Nickel 222.90 1 222.90

Sub Total: 1230.23

Discount: 0.01

(UPS Ground (3-7 Days)) Shipping: 0.00

Freight/Handling: 0.00

buySafe: 0.00

Sales Tax: 0.00

Order Total: 1230.23

Thank you for your order!

Please print out a copy of this order confirmation email as your receipt and keep it for your records. Your order has been electronically processed and cannot be changed by you or by our customer service department. Please review the order information above and report any discrepancies immediately. Make sure your order number is included in all correspondence related to this order.

Coupons:

Receive 15% Off All Lighting Products with coupon code: LIGHTING15

Limited Time only! Good only at eFaucets.com. Excludes Kichler

Call Center Hours:

Monday-Friday 7:00 a.m. to 9:00 p.m. (CST)

Saturday-Sunday 9:00 a.m. to 9:00 p.m. (CST)

Contact Info:

Toll-Free: ###-###-####

e-Mail: [email protected]

Live Chat: Click Here to Chat

Order Processing & Shipping

Your order has been electronically processed into our system and has been sent to our Warehouse or the Manufacturer for Fullfillment. Orders are processed 24 hours a day and once the Order has been placed, it can't be Cancelled or Stopped from entering the shipping process unless it has an Extended Lead-Time greater than 30 days. If you have questions or concerns about your order or have an inquiry about a product's Lead-Time, please call us at ###-###-#### immediately or e-Mail us. You will receive a shipping confirmation e-mail as soon as we ship your order.

eFaucets.com has a 30 day Return and 30 day Exchange Policy.

Please inspect your order immediately upon delivery. Returns after 30 days or Exchanges after 30 days will not be accepted. Parts and replacement parts are non-returnable. All Returns must have an RGA# issued and be setup with our Returns Department prior to being shipped back to any of our warehouses. All Returns are subject to a 15-20% Restocking Fee. Refused shipments are subject to an additional 20% Handling Fee. Please setup all returns with our Customer Service Department by emailing us at [email protected] or by calling us at ###-###-####.

Obvious or Concealed Freight Damage

It is important that you inspect your shipment thoroughly before accepting and signing for your merchandise; after you sign for the merchandise you are responsible for filing all damage claims with the shipper. Do not assume that your product is not damaged just because the box and packaging is intact. You must check for both internal and external damage before you accept and sign upon delivery. If you receive a shipment from an order that you placed with eFaucets.com with obvious or concealed freight damage, refuse the shipment and note the damage on the bill of lading. Please call Customer Service immediately at ###-###-#### and inform us of the damage. We will then order and ship a replacement for you. We will charge you for the replacement at the originally quoted price and credit you upon the return of the original. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. If you fail to report concealed or obvious freight damage to the carrier prior to signing for the shipment, neither you or eFaucets.com has any recourse, so please make sure that you inspect all packages before you sign for them.

Thanks again for your order!

We appreciate your business and look forward to helping you with all your Kitchen and Bath needs.

Enjoy your purchase, and thank you for shopping at eFaucets.com.

Sincerely,

The eFaucets.com Team

eFaucets.com

http://www.efaucets.com

Your Online Kitchen & Bath Store

To no longer receive any email from eFaucets.com, please click to Unsubscribe.

© 2003-2013 eImprovement.com. All Rights Reserved. eFaucets.com™ is a division of eImprovement.com.Desired Settlement: I would like my paypal account credited for the full amount of my order #1040177 less the 15% restocking fee.

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.

Review: Returned a faucet on 7/23/2013 with confirmed tracking number per their return policy. I have numerous times inquiring the whereabouts of my refund-citing their 30 day refund policy. I have called every other day since 8/23. Have been told it will be credited that day. Have yet to see refund.Desired Settlement: They have received numerous complaints regarding their policies. Why are they still in business?

Business

Response:

Dear [redacted],

You should seriously review their accreditation as a Revdex.com member. This is the worst customer service experience that I have ever had. I ordered more than $3,000 worth of products from them and ALL of them had problems. The first arrived damaged and I had to get my credit card company involved in order to get the refund after a month of trying, then the other items came with missing parts, and had to be replaced and then the final item came and it also had damaged parts and was unusable. The entire process of back and forth took two months! And, every time I tried to get resolution via email they told me I had to call. So, I would call, think it was resolved, and then never hear back like they promised.
Terrible, terrible experience and I will never order from them again and would recommend that they lose their Revdex.com accreditation.

Review: Ordered a product told it would ship in 4-6 weeks. I was charged for the product before it shipped. After 6 weeks I called on a Friday and was told the product would not ship for another 2 weeks. At that point I told them I could not wait and said I wanted the order cancelled. I was told it would take 24- 48 business hours to cancel the order. I called back 2 days later to find out why I had not received a cancellation confirmation and after a morning of talking to numerous people I was told the order had shipped the day before. I said I no longer needed the item and had requested it be cancelled two days ago. They said I can refuse the shipment and pay a 35 percent fee and the cost of shipping and it would take 30-60 days to get my money back. So now I am forced to keep the item and even though I already purchased something else to replace it.Desired Settlement: My desired resolution is the company cancel my order like I requested 2 days before they shipped it out. I would like to refuse the shipment and not be charged a 35 percent refusal fee and have my $1400 refunded.

Consumer

Response:

My desired resolution is the company cancel my order like I requested 2 days before they shipped it out. I would like to refuse the shipment and not be charged a 35 percent refusal fee and have my $1400 refunded.

Business

Response:

Dear [redacted],We apologize that we are unable to cancel your

order when you first contacted us.We would be glad to set up a return for your Swanstone item. Please advise if you are still wanting to return the merchandise for a credit we can issue a Pre -Paid BOL for the return to the Manufacturer.

Review: I have contacted customer service 6 times by phone, by using their web form to file a complaint and by using their online chat feature.

I would like to return 2 of the items purchased. After 5 phone calls etc, I was told on 12/11/14 that I would receive an email with details of how to return the items. I have not yet received the email. My original order was placed on 11/17/14. It has not been over a month that I have been trying to resolve this issue.

One of the reasons I am returning the product is that it was not originally shipped with the order with no explanation of why the item was missing. When I called, I was told that it was back-ordered and they had no known availability date. I found a replacement for the double towel bar as I didn't know if I could get this one. I called back a few weeks later and was told that they item was shipped. Again, with no communication from efaucets. I called again to say that I didn't want the back-ordered towel bar as it was a good 3 weeks after I had ordered it.

I am now trying to return that item and another. They are holding my money hostage as they will not credit my account until they receive the items but will not give me the return authorization. I was told verbally on my last call that they would provide the return authorization and not charge a restocking fee.Desired Settlement: I would like to return the items for a full refund.

I would like this done in a timely manner as they have already debited the charge from my checking account.

I do not want to pay restocking fees as the item was backordered and there was zero communication with me about the backordered item.

I do not want to pay the shipping back as I have spent hours and hours of my time trying to get "customer service" to do their job.

Business

Response:

We apologize for the delay however we have not received the merchandise back at our warehouse with the RGA# [redacted]). Please forward any return tracking used as this can speed up the return process.

Business

Response:

Dear [redacted], We did not charge a restocking fee your refund was for the $92.88 USD for the Returned item Gatco GC4071 qty 1 and Gatco 4074 qty 1. The remaining amount was for the remaining gatco Qty 1 GC4073 which was not returned $22.84.

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.

Efaucets aka Eimprovement aka Martz Supply - has the worst customer service of any company I have ever worked with. I have regularly worked with home improvement businesses, so I understand what is involved, but it took this company 6 full months to refund my money on an error that they made. I have 78 emails going back an forth, and each one of theirs said the same thing, "This will be resolved in 30 or 7 or 3 days." or nonsense like that. They said so many times that their "accounting department" would be contacting me that I do not think they have one.
It started with them not communicating with me when my order would be sent, then when it came, the wrong faucets had been sent from the company they ordered from. They are only an ordering site, they do not provide the products. One month of emails from me to try to get a response or permission to send the faucets back, then suddenly UPS shows up at my door looking for the package! Fortunately I had it ready, but we had no idea they were coming.
After that, it was wait, emails, phone calls, emails, phone calls, nothing, nothing, promises, promises, the worst on-hold music in the universe.
I finally called the company they purchased the faucets from. The company was very forthcoming with the information and said that Efaucets/Eimprovement/Martz Supply had received the refund months before. They also said that they had a lot of customers complain about this company. I informed Efaucets of this and they finally responded.
I was suckered into believing their motto that they are happy when I am happy, but the opposite is true. Just because they have a flashy website doesn't make them a good business. I should have checked the Revdex.com because they had 40 complaints filed at the time.
I finally got my full refund 6 months later, but they neglected to tell me they had sent it and put it into the wrong card. Nice.

Review: I placed an order online thru efaucets.com for a bathtub and received the order confirmation on May 19, 2015. I completed the contact information online with efaucets with all of my correct contact information. While waiting to hear from efaucets to get delivery information for the tub, I called to get information and was provided the tracking number and told to contact FedEX. I called FedEX and received tracking information and was told that someone would have to be present when the tub was to be delivered and that they would contact me. After waiting to hear from FedEx, I called efaucets and was told that I had a new tracking number. So I then called FedEx AGAIN and was told that the "tub had been returned with the code indicating that delivery was refused". I called efaucets because I had been waiting on this tub for three months- and did not refuse anything- and had been waiting to have this delivered. I was then advised that the information on PAYPAL superseded the information that was in the emails and on the order form that I completed when I paid for this tub. I was also informed that I was being charged $700.00 (35%) as a restocking fee. ALL CORRESPONDENCE FROM THIS COMPANY HAS BEEN FROM eFAUCETS THE ENTIRE TIME so it is very disturbing to me that when it is time to contact me regarding the delivery of a $2100.00 bathtub, the email is from CINDY in shipping so I have been told. I am not in receipt of this email. Needless to say I am disappointed and livid at this information because #1- I did not refuse a delivery and #2 due diligence to contact me has never been done throughout this entire purchase.Desired Settlement: I want the tub that I ordered and to be immediately credited the 35% restocking fee that I should NEVER have been charged.

Business

Response:

Dear [redacted], We apologize for the delay we are showing your refund was processed on 8/18/2015, 11:33:38 AM Transaction ID [redacted]Invoice Number [redacted]Total Refund Amount $2,023.95 USD Returned item Kohler K-1949-W1-0 qty 1 less 6% discount given at the time of order placement.We are hoping this resolves your order issue.

Review: Returned item for [redacted] back in October still waiting on refund. Company agreed to refund money minus restock fees on March 6th I asked that no restock fee be taken out since it has taken so long to issue credit to card. Jennifer said item was returned and she would check on waiving restock fee. Received an email today on March 11 stating that item was not received to provide a tracking number which I already did to them.

Would like a refund.

Also waiting on call tag for an item delivered back in December [redacted] . Waited on hold for over 2 hours trying to get a real person, was told by Roman that it was really cold in Wisconsin and the company is short staffed back on 1/8/15 assured me waterstone would issue a call tag to me for items. Still no call tag to this day.Desired Settlement: I want a full refund for [redacted] in the amount of 644.32

Want call tag issued for Waterstone faucet and refund in the amount of 1641.60 for [redacted]

Business

Response:

Dear [redacted], We are showing that order #[redacted] has been refunded .Cancelled item Moen S3945ORB qty 1 less 5% discount $113.11 & Cancelled item Graff G-4230-LM7-OB qty 1 less 5% discount $867.83 & Returned item Graff Faucet G-9921-OB qty 1 less 5% discount $128.96 PO #[redacted] the RGA was issued on 3/9/2015 RGA# [redacted] RTN TO MZ (all 3 items)C/T [redacted]

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.

I have spent over 6 hours on the phone with this company and several emails trying to get refunds for items that have been returned.[redacted] was for 4 items. 3 of the items I have received refunds for, the last item I am still holding on a refund for is item number [redacted] Moen Faucet which was returned via USPS with tracking information. Item was received in October. I talked to Jennifer and she said the refund was pending and she was trying to get the restock fee waived which I asked for since I have been waiting since October for the refund. Now company is stating the item has not been received. Stated I sent to wrong warehouse even though that was the address given to me but she would check with the warehouse and get back with me. Still no response from company, USPS shows item was delivered. Asking for full refund of $644.32 for returned item.[redacted] was a faucet set from Waterstone Faucet Company. Received item after placing order on October 10, 2014 item was defective in finish. Emailed Amanda on 12/24/14 and was told a call tag would be issued since it wasn't my responsibility to pay shipping back to company for defective item. Received email from Amanda on 1/5/15 saying she was sorry she was on vacation and she would get a call tag issued. Never received a call tag.Called company on 1/8/15 and was on hold for 1 hour 32 minutes before Roman answered. Roman told me the company was short staffed since it was really cold in Wisconsin. Assured me call tag would be issued. No call tag sent.1/17/15 called company again on hold for 26 minutes before getting disconnected. Got frustrated. quit calling.1/22/15 emailed Jennifer for a breakdown on refunds since no numbers were matching up and she sent me a breakdown but I asked for more information on the amounts since I thought some items were not being refunded and she said she would try and do and she would get back with me. Never got an email back. 1/26/15 emailed Jennifer for a call tag for the Waterstone faucet, never got a response back from her.1/29/15 emailed Jennifer again for information regarding the refunds and the call tag for the Waterstone faucet, never got a response back.3/4/15 called in and talked to Jennifer let her know my frustration with company and that I wanted to talk to a supervisor, she explained she was a supervisor and would look into my refund. Sent me an email on 3/4/15 stating that a refund in the amount of $576.50 was being processed but I told her I didn't think after this many months a restock fee should be charged, She said she would check into it for me. She told me a refund was pending on [redacted] in the amount of $589.00 when I told her that the entire order was needing to be returned and that a call tag was never issued she said she would check into it and get back with me.3/9/15 UPS attempted to deliver a new sprayer but I refused the package, sent Jennifer an email regarding this, got no response.3/9/15 Jennifer emailed me asking for tracking information on the faucet for [redacted] seems now company said refund was processing but now company can't locate faucet. Told Jennifer faucet was returned to address provided by company. 3/10/15 Jennifer emailed me that I returned faucet to wrong warehouse and she would check with that warehouse.3/10/14 UPS arrived to pick up Waterstone faucet. Item is in route to Efaucets for a refund, not sure when I will receive this its now March and Ive been trying to return this item since December of 20143/11/5 Emailed Jennifer to let her know how horrible her company is when it comes to refunds. Looking at Facebook posts about company it seems like this is what they do and also let customers sit on hold for hours. I would like a full refund of all my items. I have emails to upload to show how bad this company is but this is not my job and it has taken away time for my kids which the company can not give back to me.Horrible company never do business with them!

Regards,

Business

Response:

Dear [redacted], We apologize for the delay however we are unable to locate the Moen [redacted] item in our warehouse. Per the tracking provided by you shows it went back to the Denver warehouse. This was to be returned to a different location in Ohio per the RGA instructions on RGA# [redacted] OH. We are aware of the length between the return however this was not returned properly.PO #[redacted] We apologize for any unanticipated delays in

regards to issuing credit to your account.

These Items are pending inspection and credit will be issued as soon as this is completed. We have messaged our warehouse to expedite this return.

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.

[redacted] recevied an email from Jennifer stating all items had been returned and she was issuing a refund and checking on not charging me a restocking fee. Now your company can't find the return. Im surprised at that since I have an email stating yes all items were returned. It went to the warehouse I was told to send it to by your company. Issue my refund since you show the item was received at a warehouse that your company owns. I have enough emails to show that your company doesn't follow thru and handle returns properly. Issue a refund in the amount of full purchase price.[redacted] You apologize for any delays is all you can say how about your employees who got a paycheck for doing nothing but I spent several hours of my time which you didn't compensate me for trying to return this defective item. After trying to return this item since 12/24/14 and spending several hours of my time(which I have documented and spending time talking with Amanda/Roman and Jennifer and also emailing these employees I still don't have a refund. Spent over 5 hours on the phone. Horrible customer service.Please send me an address and I can send in my massive file on all of my calls and emails. Issue my refunds.

Regards,

Business

Response:

[redacted], We are working on locating you item from [redacted] that was returned to the wrong warehouse. We have provided them the tracking information to locate the return & they have not found it as of 3/20/2015. We are attempting to make sure everything that was to be returned was received from PO[redacted], they are being inspected for damage. Upon inspection our returns team has provided pictures of the return and we were advised that some of the faucets were scratched and possibly installed. per our return policy the items have to be in 100% resalable condition. Packing & Sending Your ReturnPack the items securely in the original packaging, with the original labels attached.Tape the eFaucets shipping label securely to the box. Make sure you can clearly read the address to which it will ship.Return must be in 100% Re-Saleable condition for Credit to be Issued.

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.

[redacted] was delivered to your warehouse in October and I was sent an email stating that all items for that po were returned and Jennifer was trying to get a restock fee waived since it took so long to get all other returns processed and I spent several hours of my time on the phone with employees from your company that actually get a paycheck for doing nothing. I am not receiving any paycheck for spending hours of my time trying to get the credits your company says is being processed. I have several emails stating this and several phone call logs to prove this. Full refund is requested and the company should really send me an apology.[redacted] After receiving the items and contacting Amanda on 12/19/14 and letting her know the finish on the items were not right and had scratches on the items I was advised to wait to receive a call tag from Waterstone. Since I didn't install the defective finish items, the items are in the condition that I received them in. I was promised a call tag from Amanda, Roman and Jennifer several times and was also told by Roman that Waterstone items were so pricey that he agreed that I shouldn't except a defective item. He also mentioned that Waterstone had really been messing up with the orders lately as he was processing another call tag, and hopefully that customer did receive it since I had to call and waste several hours of my time. After 3 months your company is now trying to say I used the defective items. The company is horrible and I am due a full refund. Company needs to issue me a refund and an apology.

Regards,

Business

Response:

ur customer [redacted] was refunded for order # [redacted] in the amount of $1109.90. the remaining item was sent back to the wrong warehouse. Order # [redacted] is being sent back to Water Stone for inspection as the customer stated that this was defective. We cannot credit as this is still pending. 30 Day Returns: Within 30 days of receipt of your shipment, you may return any (non-special order) faucet, fixture or accessory in its original packaging and in 100% saleable condition for a full refund, less shipping charges and a restocking fee.30 Day Exchanges: Within 30 days of receipt of your shipment, you may exchange any (non-special order) faucet, fixture or accessory in its original packaging and in 100% saleable condition for a replacement product of equal or greater value, less shipping charges and a restocking fee (We'll refund the original shipping cost if the return is a result of our error).eFaucets.com reserves the right to refuse any returns that are not returned according to the guidelines set.To obtain credit, returned product returns must:Have a valid RGA (Return Goods Authorization) number.Have ALL original packaging.Not have packaging that is written on or defaced in any way.Be sent back to the correct warehouse.

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.

[redacted] company has received all items back for this po per the response posted with the Wisconsin Revdex.com and has only issued a refund in the amount of $1109.90 with the remaining amount of $644.32 still pending and states that I sent back one item that is the amount of $644.32 to wrong warehouse... the company does not get to keep my item and not issue a refund...company should have contacted me immediately and sent the item back so that the item could have been sent to the different warehouse. Per Jennifer's response via email on 3/4/15 all items were received but she was trying to get the restocking fees waived since I had received such poor customer service and I have documentation from several employees stating they were working on my refunds/call tags but then it was so cold in Wisconsin or they were sorry they went on vacation and simply forgot. I am asking for my full refund of $644.32 since they received my item( per the emails they sent to me) there is no other solution to this. Refund of $644.32 is requested and an apology[redacted] Waterstone items were returned after waiting over 3 months for a call tag. I have several emails from Jennifer/Amanda(she's sorry she forgot and went on vacation) and a phone call with Roman(he told me it was really cold in Wisconsin) as to why I was made to be on hold for over 1 hour 32 minutes and that Waterstone was really messing up and for the price of $1610.00 he wouldn't accept a product either if there were scratches in the finish. I had to dispute the transaction with my credit card company since I was getting the run around from this company yet again and was tired of paying finance charges on the item. Then I had to refuse a shipment since the company tired to send me a new sprayer to replace the defective one. Efaucets did not respond in time to American Express date of 3/20/15 so I have received a final credit for the full amount. As far as Efaucets sending the defective faucet to Waterstone for inspection that seems like a waste of time since once again Efaucets has dropped the ball on handling customer issues. Also Efaucets tried to state that items were scratched(reason for return in the 1st place) and possibly installed(I called the day the items were inspected) I wish I had read the Revdex.com report on this company before I decided to try and save a bit of money. I can not get my time back and I have spent over 6 hours of it trying to get things fixed. Horrible customer service. I asked Jennifer to have a supervisor call me and she said she was one, then told me she couldn't make calls out, then asked for my number so she could get my credit card number to issue the refund but then claimed to not be able to find the item,, then claimed item shipped to wrong warehouse...as you can see this company is horrible to work with. Please forward my complaints to someone who actually works at Efaucets and cares about providing customer service instead of someone who simply collects a paycheck for doing nothing.. I am attaching emails to show that this company is horrible in providing customer service.

Regards,

Business

Response:

Dear [redacted], We are not showing that this was s returned We Have not found the return as of 4/29/2015. Was this returned to the correct warehouse? Please provide the return tracking for the RGA# [redacted] OH ([redacted]) .This should of been sent to the Ohio Warehouse as you were instructed per the RGA (Return Goods Authorization) that was emailed to you.To obtain credit, returned product returns must:Have a valid RGA (Return Goods Authorization) number.Have ALL original packaging.Not have packaging that is written on or defaced in any way.Be sent back to the correct warehouse.

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.

[redacted] has been received by your company per several emails(attached email provided from Jennifer dated 3/4/15 stating the item was received and she was trying to get the restocking fees waived since I had received horrible customer service from Amanda, Roman and also Jennifer herself)Per your response with the Revdex.com dated on 3/12/15 you also stated that all items were returned but yet have issued the refund in the amount of $644.32 To date your company has only issued a total of $1109.90 leaving the amount of $644.32 still pending. 3/18/15 your company stated that you did receive the item but item was sent to wrong warehouse. If this was the case, you do not get to keep the item and just not refund my money. You should have contacted me immediately once the item was received and shipped the item back to me. The item was sent to an address that your employee provided me. 4/20/15 your company again acknowledges that the item was received but that the item was sent back to the wrong warehouse. Again you do not get to keep an item if there was an error in shipping to a wrong warehouse(which is not the case in the 1st place)Please speak to Jennifer, Amanda and Roman and process the refund immediately as your company has made me do the work while Amanda, Jennifer and Roman received paychecks but I am just trying to get the refund that I am due since I doubt your company is going to pay me for doing all of this work. I just want the refund that I am due since your company has stated several times the item has been received. Please read all of your responses that show the item was received.Since you left off this PO I am adding it again since you seem to like to leave out important information.[redacted] After waiting on call tags for 3 months and finally getting one from Jennifer your company stated the items had scratches on them(reason for the initial return) and also tried to say the items were used so no refund. However I had disputed this with my credit card since I was tired of getting the run around from company and since your company didn't respond I finally received the credit in the amount of $1641.60I spent over 5 hours of my time with Amanda(who was sorry she went on vacation) and Roman(it was really cold in Wisconsin was his excuse) I really think your company needs to rethink its customer service.No response from you about this po makes me see how awful your company is.I wish I had read the Revdex.com reports on your company because its very obvious how horrible your company is.Horrible.

Regards,

Business

Response:

Dear [redacted],We apologize for the delay in responding as we cannot determine what was sent back to us for this order, as this was just put into the box with other returns.

Review: I placed an order for a laundry sink on April 7, 2015 and after 2 weeks waiting for an update when the sink was going to be delivered I called eFaucets customer service to request an update. The representative that got my called said that the sink that I ordered was no longer available and that I had two options cancel or replace the sink with a simular product, which I asked her to cancel and return my money back to my credit card. The representative said that the order had been cancelled and that the money would be back in my card within 24 hours. I looked at my credit card today and noticed that the money was not refunded as promised and called eFaucets again. The representative that got my called today said that the order had been cancelled and that I had to wait between 7 to 10 days to get my money back. This is outrageous... They should not charge a credit card until they have the product ready for shipment and in this case they don't even have the product to ship. I will be out of my money for over 30 days due to their policy and not only that... I will have to wait this money to get credited in order to buy the sink that they didn't have to begin with. She actually had the nerve to say that I should read better the disclosure on the website about order cancellations... Excuse me??? You charge my card prior to securing the item that I am ordering and I should read the policy? Outrageous... That's the only word I can say... The order # is 1224500 for $296.65Desired Settlement: I want to get my money credit back to my card ASAP, since I need to buy a replacement for the sink that I bought with efaucets and it is delaying my project.

Business

Response:

Dear [redacted], We are showing that your account was credited for theCancelled item CorStone 65-1-60 qty 1 less 5% disc plus shipping.

Review: Purchased a commode online from the merchant on 1/1/2015, which was charged to my credit card the same day. After four emails to the merchant inquiring on the status of my order, the merchant responded back on 1/7/2015 that I would be provided tracking information on my order within 24-48 hours. On 1/12/2015, I emailed the merchant that unless I received tracking information on my order by the end of the day I would be disputing the charge to my credit card. Merchant responded back on 1/12/2015 that my order was cancelled, but to this point has failed to credit the cancelled order back.

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:

On Sun, Feb 15, 2015 at 10:22 AM, [redacted] wrote:In reference to the above complaint, I did check with my credit card company this date and verified the company in the complaint has credited back as of 2/12/2015. So I am satisfied with the outcome and appreciate your assistance in the matter.