Eimprovement.Com

Review: I made order #[redacted] (Heated Towel Rack SKU# is Warmrails WR-HSRS Finish: Satin Nickel) at 10/03/2013. Eimprovement.com, LLC charged me at 10/07/2013 for 159.99 dollars. According to confirmation document product supposed to arrived in 3-7 days. Today is 11/8/2013. I did not received anything. During this awaiting time I called customerservice 4 times. Every time I had the same answer - order will be shipped in 24-48 hours.

I tried contact by email. Here is the answer.

"Dear Valued Customer,

Looks like you have already spoken with one of our representatives on this inquiry. Please let us know if you have further questions or concerns.

We appreciate your business!"Desired Settlement: I think eimprovement.com, LLC has a responsibility to serve all customers , to keep the promises they made to delivery product to me in time and to do not charge customers before the product shiiped.

Because right now it looks for me they took my money to use in their own purposes. This is unacceptable service.

Business

Response:

Dear [redacted],

Review: I needed a 33" x 19" sink as a backup for kitchen remodeling purposes. My remodel allowed me to put in a 33" x 22" sink purchased locally. On 1/30/14 I placed my order on line for an Elkay Dayton DSE233194 double sink since there were few available at a cost of $207.69 & $24 for shipping. My Ship Ticket & e-mail message indicate 2/6/14 as the shipping date for Order #[redacted].The package was never opened. My remodel was completed in early March. On 3/14 I contacted eFaucets & received e-mail instructions & form to complete & that there is a 15% restocking fee. My contractor had experience with returning such items & made sure I had everything I needed to return the sink. I included a letter to let them know the package had never been opened so it was properly wrapped.On 3/17 I went to UPS (the original carrier) & returned my sink to [redacted] Tracking # is [redacted] & I paid $79.99. The sink was received at their dock on 3/21 as listed on my UPS Shipment Receipt. Their contact phone # is ###-###-####.My eFaucets.com RGA#[redacted] & Return Instructions is listed as Ticket #[redacted].I sent an e-mail requesting my credit (no date is listed) but received a response on 4/11 from eFaucets.com that credits generally take 3-10 business days. I replied that it had been 16 business days since the sink was delivered on 3/21. They responded the same day that they needed to receive the paperwork from the warehouse. On 4/26 I sent another e-mail as it had been 25 business days at this point & informed them that I would notify Revdex.com. I have not received an e-mail or phone call since that date & the credit of $176.54 has not posted to my account.

Product_Or_Service: [redacted] Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

My purchase price was $207.69 with a 15% restocking fee so I expect a credit of $176.54.

Business

Response:

Dear [redacted],

We apologize for the delay in issuing your credit, we have sent this to our accounting department to issue immediate credit to your account for the returned sink. You can expect this credit within 2 business days, again we apologize and are working to resolve your order issue.

Review: I ordered plumbing items on Sat 3/2/14 at @8:30 pm. I called and spoke with [redacted] in customer service the next morning at @8:00 am to CANCEL the entire order # 1045630. She told me it would not be a problem since the warehouses are closed and no one is there [so the products would not have shipped anyway]. The next morning on Monday 3/3/14 [redacted] called and said he needed to confim my billing and shipment address. I told him I already cancelled the order. He THEN said he knew and proceeded to tell me that if I really wanted to cancel the order there was a mandatory 15% "restocking" fee. I checked the website and it is clear that if the item has not shipped there will be no restocking charge. The items clearly had not shipped as Jennifer told me the warehouses were closed and [redacted] said he was calling to verify shipment and billing addresses indicating nothing had shipped. I sent another email and a fax confirming that I wanted the entire ordr cancelled. The website for this company does not state that unshipped orders will still incur a 15% "restocking" fee and the order clearly was not shipped when I attempted to cancel. I should not be pressed into proceeding with the order under penalty of a 15% "restocking" fee for an order that per Jennifer in their customer service was timely cancelled and not shipped. Further, the company website states all but 1 item [a tub] ship same day or within 24 hours and none of the items have shipped on this order as no shipment tracking numbers were ever generated. I believe the company misrepresents the timliness of their shipping to attempt to force the consumer to pay the 15% "restocking" fee. And I believe the company has attempted to force me to proceed with this order by claiming they will deduct a 15% "restocking" fee [@$900.00] on an order that has never shipped and was timely cancelled while the wearhouses were closed per the initial customer service rep Jennifer. Further, the website itself is very misleading to the consumer. It advertises a 2 day only sale that automatically rolls over each day and is a perpetual 2 day sale. It advertises free shipping yet my order resulted in a $500 shipping charge. It advertises immediate to 24 hour shipping but that does not occur. And no where does it clearly tell the consumer that placing an order will result in a non refundable 15% "restocking" charge. [buried in a drop down tab is the restocking charge information and it is to only apply if the item has shipped. Clearly my items had not shipped as noted above but it appears this company regularly claims a "restocking" charge anyway.Desired Settlement: I would like the entire $7,361.60 charge refunded to my charge card immediately with no "restocking" "cancellation" or other charges deducted.

Business

Response:

Dear [redacted],

Review: This was the complaint I left for the company.

My husband and I purchased many items from your website and spent ALOT of money the course of multiple orders. Nearly every order had an issue. Items did not arrive in a timely manner; Some items took over a month to receive; items were received BROKEN; Items were received not matching the website description; and we are expected to pay for return shipping on items that were your company's fault! Additionally, items that were to be inspected for damage before signing for delivery, the shipping company just left the items on my doorstep! I didn't even know I had received the shipment until a day later! Also, we are expected to pay for return shipping on other large items! Any large, online company would provide a return shipping label and have the items picked up! There were long wait times for phone-customer assistance (over 15 min) and finally the person I was able to get a hold of for returns/customer assistance was by chat. [redacted] assisted me with the return process and was rude and demeaning at times telling me to essentially not tell her all of the issues at once. She would sit there with no communication at all and wait for me to [redacted]! When she should have been providing me with information and direction.

Overall a HORRIBLE Experience. I will be reporting you to the Revdex.com.

If you have any care for your customers at all you will remedy ALL issues involved!Desired Settlement: Seller to pay for return shipping of items that were received damaged and misrepresented on the website. Also, arrange for freight shipping on items that need to be returned.

Business

Response:

Dear [redacted],

We apologize that you have had this experience with your orders. The returns have been set up for each order however we are not showing that we have received the merchandise back in our warehouses.

PO #[redacted] there has been a return set up for the Kingston Brass item- RGA # [redacted]) A replacement was sent for the Toto SS113-01 on tracking #[redacted] shows the delivery on 12/16/2013.

PO#[redacted] there was a return set up for the Kohler item on December 11, 2013 RGA # [redacted] - we do not show that this was returned. This was set up as a general return because you stated that it would not fit your plumbing. Per our return policy our customers are responsible for the return shipping.

PO # [redacted] A return has been set up as well for the Kohler item on this order. RGA # [redacted] - MD ([redacted]) we also set this up as a general return and per our return policy the retun shippiong is the customers responsibility.(see attached)

We apologize however you placed your orders online and accepted our terms when you clicked "IAgree". We are willing to waive the restocking fees as a one time coutesy once the merchandise has been received. If you have shipped it back and can provide the return tracking for the return(s) this can help in expiditing the credit(s).

Review: On March 11 2013 my company purchased some bathroom items (towel bars etc) for a client of ours. On the same day as the order the charged my credit card $1157.81. We made the purchase from their employee [redacted] in Sales. After a couple of weeks with emails going back and forth with [redacted] some of the items were still on back order(nothing shipped we needed everything or nothing). She notified us on April 12 that our items were still back ordered and if we wanted to wait or cancel and to cancel they just needed a phone call or email and she was sorry for our trouble. On April 25 we sent a email to her to cancel our whole order and to refund us on the same credit card.

On May 22 I talked to a [redacted] (I asked for his last name and he said just ask for [redacted] he was the only [redacted] there)

I asked about my order and my refund he said he saw the cancellation in the system but [redacted],who has since left the company, did not fill out the paperwork for my refund. He was going to do it. He was sorry and I should get my refund in 7 to 10 business days.

On June 10 I speak to a Diane who also informs me that she sees everything I have previously listed only [redacted] turned in the paperwork on May 30 and my return should be any day now.

On June 12 I speak to a [redacted] and ask for a supervisor or someone in accounting. I am informed they do not take calls of any sorts everything must go through the people answering the phones.

On June 18 I speak with a woman named Tammy who proceeds to tell me that a credit back to my card takes 30 days to process. Needless to say I feel cheated and stolen from. It is now July 15 and I still do not have my money back. I think this company is a scam and everyone should be aware of this.Desired Settlement: I DID NOT KNOW THEY WERE GOING TO COLLECT THE MONEY BEFORE THEY SENT OUT THE MERCHANDISE.

I WANT MY MONEY BACK. WE CANCELLED OUR ORDER, DO TO EFAUCETS NOT BEING ABLE TO GET THE MERCHANDISE IN A TIMELY MATTER. NOTHING WAS EVER SENT TO US AND THEY KEPT OUR MONEY.

Business

Response:

Dear [redacted],

Review: Placed Order Online - Thursday, April 11, 2013 @ 7:19:29PM

Order Number - #[redacted]

Payment Type - Company Credit Card amount of $699.13

Payment Processed - Friday, April 12, 2013 amount of $699.13

Payment Cleared Company Account - Monday, April 15, 2013 amount of $699.12

Notified by efaucet via email product has been discontinued & non-delivery of product - May 2013

I emailed efaucet customer service 5/8/13 - the email was rejected

I called efaucet customer service 5/13/13 @ 2:09pm was told that the product was discontinued and the funds would be credited to the company account within 3-10 days

I called efaucet customer service 6/17/13 was told that I should see the funds post within 2-3 days

I called efaucet customer service 6/25/13 was told that an email was sent to the supervisor & issue would be resolved that day

Filed complaint with efaucet customer service online 6/28/13

NO ONE has responded to the online complaint as of 7/1/13Desired Settlement: Refund $699.12 immediately to the company credit card that was used - products were discontinued and never delivered.

Business

Response:

Dear [redacted],

A credit was issued to your account on July 2, 2013 in the AMOUNT OF $699.12

for the Cancelled DBM item Progress Lighting P5937-31 qty 4.

Review: Hello Revdex.com,

I have been having order fulfillment issues with a multiple item order (order #1400718) placed with eFaucets.com on March 2, 2016. My eFaucet order consisted of 3 items: 1 Faucet, 1 Towel rack, 1 Toilet roll dispenser. Phoned customer service on March 26 and cancelled the backordered Faucet, when it was going to take an additional month. eFaucet Customer Service stated a credit would be issued for the Faucet charge in 7 business days, and there has been no confirmation of such. After numerous inquiries by email, I was informed my shipment would be shipped out on March 30. Received a tracking number on that date, but my 2 remaining order items have not been shipped, despite being told it would be delivered in 3 to 5 business days from that date. I have phoned eFaucets.com Customer Service, emailed them, conducted an online chat twice with them to no avail. I cannot get any answers on when my items (needed by the contractor asap) will arrive, why they haven't shipped out yet, or WHEN I will receive the credit for my charged faucet that has been cancelled. No one has any answers and no one seems to be able to forward me to a Supervisor who could assist.Desired Settlement: I would like the business to expedite delivery of my order #1400718 that has two remaining items that have been sitting with a tracking number and not delivered. To ensure that those two items are: 1 Towel rack and 1 Toilet roll dispenser. I also would like to see IMMEDIATELY a credit issued to my charge card for the cancelled faucet, removed from the order #KS8665ZX $116.97, as I have waited the stated time period for my credit refund.

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. Thank you. This order -after many problems due to poor organization and customer service- has finally been resolved. I still feel that I will never shop with this company ever again!!

Review: I placed an order with efaucets.com, and received the order just fine. I decided to return it, and followed their return process. My return was received in their warehouse on 9/19/2014 at 2:23 pm, signed by LIDA. As of 11/4/14, I had not received my refund (-15% restocking fee), and so I sent an email via the company website. I did not receive a response. On 12/9/14, I sent an email after hours to the online chat system, and received a response that my refund would be processed in 5-10 days. On 12/24/14, my refund had still not been processed, and so I called. The agent told me she could find no reason that my refund had not been processed, but the finance department was closed. She would refer my refund to her supervisor to ensure it was processed in a timely manner, and that I would receive a confirmation email when the refund was posted. On 1/4/15, I sent an email requesting a status update, and received an email response on 1/7/15 that my refund would be processed in 24-48 hours. As of today, 1/10/15, I have still not received confirmation that my refund has been handled.

Product_Or_Service: Kohler Alteo Shower Valve Trim

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund of my order ($131.25), and not be charged the restocking fee given the delay and huge inconvenience of following up multiple times.

Business

Response:

Dear [redacted],

We

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

account. Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 3 business days.

Consumer

Response:

On Sun, Feb 1, 2015 at 10:37 PM, [redacted] wrote:Dear Mr./Ms. [redacted],

Review: On line order made on 31st Jan. As seller was supposed to ship same day order was placed and 31st was a Saturday. Item was supposed to ship on Monday 2nd Feb. On 3rd Feb I called to ask for shipment information and requested the order be cancelled when the order was confirmed not shipped. The order was confirmed cancelled and I was told that the refund will be made within 48 hours. I place another order with another seller after order was confirm cancelled. Instead of refund I received message on the 5th Feb that item was shipped. I immediately contacted seller to say that the order was cancelled. I again requested my refund and indicated that I will not be responsible for the return. Again no refund was made instead I receive message that when item was received I have to call them to get a recall tag. Seller made the mistake and knows that the item will be returned -- they should have issued the recall tag right away without the inconvenienced buyer. I pointed this out and again requested my refund which is way past due. Where is my right as a buyer. I paid before the shipment was made. Order was cancelled and now efaucet is saying that they will only refund me after they received the return. Refund was due when order was cancelled. Buyer should not have have to go through the millstone to get refund. Seller can request courier to pick up the item at the same place it was dropped off. My refund is a week overdue.

Product_Or_Service: Presure compensating valve for Grohe

Order_Number: [redacted] Account_Number: N/ADesired Settlement: DesiredSettlementID: Refund

Immediate refund that is due at the time the order was cancelled. The seller has no reason to ship and buyer should not be penalized and inconvenienced for seller incompetence.

Business

Response:

Dear **,

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: Ordered items on 8/17/2014 (order [redacted]). Receive email from "[redacted]" on 8/22/2014 stating item was discontinued with no stock available. On 9/10/14 I ask [redacted] to cancel the entire order. On 9/10/2014, [redacted] emails me confirming the order will be cancelled and credited back. On 9/16, I email [redacted] to ask for a status since I have not seen the refund (no response from [redacted]). On 9/25/2014, I leave a voice mail on [redacted]'s direct line, as well as send [redacted] another email. Both communications note that I have not yet seen the refund promised more than two weeks prior and warn that my next step will be to file a dispute with my credit card company. Again, no response from either communication.Desired Settlement: I want the refund for my entire purchase amount. At this point, I'm being charged interest on their theft of my funds. I would also like Revdex.com to investigate this company for fraudulent business practices. A simple [redacted] search shows that an incredibly vast number of customers have had the same experience or very similar to mine.

Business

Response:

Dear [redacted], Your account was credited on October 8, 2014for the Cancelled item Monte Carlo MON-MC5B188 qty 1 and Monte Carlo MON-MC90TB qty 1 less 2% discount .Amount : $183.26

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: On September 9, 2014 I ordered for [redacted], products at eImprovement.com LLC and then cancelled the order. After that, eImprovement.com LLC said the products were not available anyway but they had charged my American Express card for $623.58 and then refused to refund the charge for products that were discontinued and an order that was cancelled. The American Express reference number is [redacted]. Day after day after day after week after week, I email asking for a refund and they will not reply to the request other than to say the product I ordered is discontinued. They are trying to rob me and should be exposed to the public for the way they mistreat customers and try to rob them. I have answered over and over and over for them to give back what they put on my card for a cancelled order of something that is not available that they advertised online. It is a bait and rob scheme that needs to be exposed. If they don't give the money back, I will file a police report since in most States the theft of over $500. is a felony. This business needs to be shut down for mistreating customers.Desired Settlement: I demand a refund of $623.58 immediately for items that were not sent or purchased since the order was cancelled and I was told the product was not available after they charged my card for $623.58. They KNEW the product was not available and charged my card, anyway. This is an outrage!!!

Business

Response:

Dear [redacted], We apologize and your account has been credited. Refund - 623.58 Cancelled DBM item Broan 13314WH qty 10 less 5% discount was issued on September 29, 2014

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 wall mount faucet from efaucet.com 6 days ago. The web page that I ordered the faucet off of said 34 of the faucets were in stock and would be shipped withing 24 to 48 hours. I received 2 confirmation of order emails indicating that the faucet was being processed and shipped immediately. I paid for 3 day shipping. I never received another email stating otherwise. When I called yesterday , Monday, March 10th, to check the status of my order I was told that the product was not available and would possibly be available on April 2nd. I would not have ordered from efaucets if I knew that the product I wanted was back ordered. I then googled efaucets last night to discover that this happens over and over without many getting getting their money returned. I have the supporting emails and a copy of the webpage that still shows 34 faucets are available. All I want is the immediate return of my money so I can buy another faucet. I would also like to put an end to their false advertising.Desired Settlement: The complete return of my total money spent and for others not to fall victim to their advertising.

Business

Response:

Dear [redacted],

I ordered a sink from this company. The first sink was flawed, the next two sinks broke in shipment due to insufficient packaging and the fourth was chipped seemly before shipment. The customer service was always pleasant, but would take no responsibility for the poor quality control and poor shipping practices saying the item was shipped by a third party. They will be refunding me. What a huge waste of resources! Two broken sinks made in Germany! That were shipped to me in Oregon from Maryland. I hate to think what kind of environmental impact this has if this poor process is repeated for many of their customers.

Review: On Jan. 14, 2015, I submitted my initial complaint about this company, efaucets.com, under eImprovement.Com, LLC, NOT providing me with an RGA for items I needed to return. UPS tracking # [redacted] delivered the unopened items to the designated return location of [redacted] on Jan. 19, 2015 at 11 am.

Today, after waiting their 30 business day period, I have NOT received my refund credit to my credit card. I am requesting Refund-Credit Card Credit to my card ending in [redacted] for the $293.49 (orig. charge of $345.28 minus 15% restocking fee=$293.49) immediately since I have waited "their 30 business days".

I had this ill feeling that this whole process would come to this point again with this company. I do not wish to have this type of stress in my life, and would appreciate your second intervention on my behalf with this company again, to assure I do receive my refund on the goods I did return to them as required.

Thank you

[redacted], ###-###-####Desired Settlement: My credit card credit of $293.49.

Consumer

Response:

On Fri, Mar 20, 2015 at 6:58 PM, [redacted] wrote:Thank you for your status update on my 2nd complaint regarding eImprovements.com Complaint # [redacted].

Review: On April 10, 2014, I ordered a Moen faucet L4621 from efaucet.com for $93.93. The order number is [redacted] After receiving the L4621 from efaucet.com, I realized that the handle was too short so I ordered another model of Moen faucet that had a longer handle. On May 2, efaucets.com sent me instructions on how to return the L4621. The return number was RGA#[redacted]. On or about May 5, I returned the Moen L4621 to efaucets.com at their warehouse in [redacted]. Even though efaucets.com acknowledges that they received the returned faucet, I have yet received a refund after almost 3 months. Their return instructions says I should get a refund in 30 days.I have called customer service numerous times over the past 3 months and each time they lie to me and tell me that my refund is being processed and they will send me an email to confirm. I have yet to receive any confirmation nor refund. I suspect that an efaucets.com employee in [redacted] stole the faucet and efaucets.com is attempting to make me, the consumer, absorb their internal loss. Although I sympathize with their dilemma, I am not responsible for the dishonest behavior of their employees and I demand my refund of $93.93.

Product_Or_Service: Moen Faucet

Order_Number: 1069510

Account_Number: NADesired Settlement: DesiredSettlementID: Refund

Refund me the full amount of $93.93 that I paid efaucets.com for their Moen L4621 faucet. This refund is subject to a 15% restocking fee, but given that the item was probably stolen by an employee, a restocking fee shouldn't apply.

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 for the re stocking fee as a courtesy.

You

can expect this credit within 2 business days.

Business

Response:

[redacted],

The restocking fee was credited on July 30,2014 $14.09 was credited back onto the Visa card that was used.

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: 7/31/14 I ordered online a recessed medicine cabinet. The payment of $303.61 was automatically taken out of my account. Based on their website, I was to have the medicine cabinet 7-10 days of purchase date. I had not heard anything from them, on day 9, I emailed the efaucets.com to get the status of my order. They tell me it will be a 3 week lead time. On 8/21, 3 weeks since I ordered the product, I still hadn't heard anything. I emailed customer service and they then told me that the item was discontinued. They offered to find a replacements. The replacements they came back with were not what I wanted. They sent me an email stating I would receive a full refund of $303.61 3-10 days. Today is 9/15 - after countless emails, I still do not have a medicine cabinet or the refund of $303.61. I have all correspondence for this transaction.Desired Settlement: Please credit my account for $303.61 immediately. We are now going on 7 weeks. Thank you.

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: On February 28th I purchased plumbing parts and paid in full $2,111.94 using a Barclay Mastercard. The company never paid for the product which they assured me would be shipping within 10 days of the order. I called several times and was given untrue information as I phoned the manufacturer who informed me a month after the order was placed with the company and they told me EIMPROVEMENT.COM, LLC did not pay them for the product and they could not ship it to me. I then on March 27th after many phone calls and much wasted time cancelled the order with a man named Mike extension 4251 who assured me he would be issuing a credit in the amount of $2,111.94 right away. As of today the card has not been credited. Additionally, the product ordered was a jetted bathtub for a client of ours and by these folks not performing my company has suffered because it has thrown the project off schedule completely.Desired Settlement: We need to be credited the monies owed post haste.

Business

Response:

Review: I ordered a sink from efaucets.com on March 4th, 2013 order number [redacted] for $362.40. Shortly after ordering the sink I wrote efaucets on March 9th, saying ":

Subject: eFaucets.com Customer Service Request

Date: 3/9/2013 9:16:03 AM First Name: [redacted]

Last Name: [redacted]

User Email: [redacted]

Subject: My Order

Subject Other:

Order Number: [redacted]

Comments: I ordered on the 4th and haven't gotten a shipment notification. When will it be shipped?

I was contacted March 11th:

Dear Valued Customer,

The Elements of Design item is currently unavailable and expected to be available for shipping the week of 5/27.

We appreciate your business!

So the item was backordered and wouldn't ship until the week of May 27th. We decided to wait because it was the sink we wanted.

On May 28th, 2013 I called efaucets to ask of the order had been shipped and I was told by the customer service agent that the sink was backordered another month and wouldn't ship until the end of June. At that point I had to cancel the order because we couldn't wait for the sink any longer. I was told by the rep that I would receive a credit in 7-10 business days.

On June 25th, I checked my credit card statement and didn't notice a credit. It had been over 21 business days since I requested the order be cancelled and refunded. The rep I talked to on the phone this time said she was very sorry that the credit hadn't been applied and that she would expedite the process to the accounting department and would process in 1-3 business days and no later than Friday of that week.

I called again on July 1st and said that the credit had not processed to my account by Friday as promised and they said "you processed this on the 25th so it should take 7-10 business days. And I explained that that was the 2nd time I had cancelled the order, the first being May 28th. They apologized and said that the credit would appear within the next day, but that "Mondays are a very busy day".

Today is Monday July 8th and no credit had been posted to my credit card account still.Desired Settlement: I would like the full refund of the order and to be honest I should have my credit card handle this because of the finance charges that have been on my card over a month and a half since I cancelled the order originally.

Business

Response:

Dear [redacted],

Review: Faucet ordered 12-12-13 not received. order cancelled 1-20-14. Charging 15% restock fee for item never taken out of stock or shipped.

When I telephoned to cancel the order [redacted] told me that the faucet had not yet been received from the manufacturer to their warehouse yet but was expected the next day. Interesting since my order was made 12-12-13 & I had heard nothing from them. She said there would be a 15% re-stock fee for canceling the order. They do not even have the faucet in their warehouse yet, let alone taken it out of stock. It is clear fraud for them to charge a re-stock fee for an item that has not been removed from stock. They advertise the item via internet as being available from them so simply put it in stock when it is received from the manufacturer. I am not responsible for them obtaining products they advertise as available from them even if they do not order them until a customer places an order. Bottom line is this company is committing clear fraud of customers by charging a 15% restock fee for items never removed from their stock!Desired Settlement: Refund of 15% restock fee on $260.68 faucet ordered and never taken out of their stock or shipped to me.

Business

Response:

Dear [redacted],

We are showing that this was refunded on January 22, 2014 in the amount of $260.68 for the Cancelled item Newport Brass NB280C-26 qty 1 less 5% discount given at the time of order placement. We apologize for the delay and hope this resolves your order issue.

Review: I placed this order on Friday, 6/21. I was told by the

representative that the items were confirmed in stock in a

warehouse in Maryland and assured that they would ship the same

day. Our debit card was charged $283.50 immediately despite the

lack of shipment

When I did not receive tracking information or a shipping

confirmation, I contacted Customer Service again on Monday 6/24.

Via online chat (which I have printed for my records) I was told

that the items were not in the warehouse and were on backorder. I

told the representative to cancel the order. She told me to give

her an opportunity to transfer the order to another warehouse

before cancelling. She then stated that the order had been

transferred to a warehouse in Iowa and the order would ship that

day (6/24).

When I still did not have shipping confirmation the next day,

Tuesday 6/25, I contacted Customer Service again and told them to

cancel the order. I was once again told that the order could not

be cancelled because it had “shipped”.

I still had not received shipping confirmation on Wednesday, 6/26

and contacted Customer Service again to cancel the order . . .

again being told the order had shipped.

By the documentation I now have, the order did not “ship” until

the evening of 6/26 so I was lied to by Customer Service multiple

times in their refusal to cancel the order.

Now I am being told that I will incur a 15% restock fee as well as

return shipping charges in order to return the items that I

attempted to cancel on three different occasions prior to the

shipment actually taking place.

To add insult to injury the freight carrier SAIA blew the delivery

window on two different occasions and did not even deliver the

items that I no longer want or need until this Monday, July 22nd.

Now we are told we must ship the product back using the original

carrier, incur the shipment chrges in addition to 15% restock

charge for product we tried to cancel on multiple occaions since

they could not deliver. By the time you accrue all the related

charges to return the product there will very little if any to

refund back to our debit card which I'm sure is thier mode of

operation

The company practices are deceptive at the very least and

fraudulent.Desired Settlement: Refund of $283.50 and related shipping charges to return the product we tried to cancel

Business

Response:

Dear [redacted],

We are currently working on a resolution for your order issue. We have spoken to our warehouse as well as our call center manager to find a solution. As soon as we have found a resolution we will notify you. We appreciate your understanding as we work to resolve this. Please feel free to contact me with and questions and or concerns you may have.