Eimprovement.Com

Review: I am remodeling a house for an elderly client and I ordered a walk-in tub for her bathroom. After 7 weeks the tub was finally delivered (original estimated delivery time was 4 weeks). The tub that was delivered was both not the correct model and also not the correct color. Customer Service is telling me that it will be an additional 4 weeks before we can get the correct tub. Meanwhile, my clients bathroom has been torn apart in preparation for this tub and now must sit unusable for at least another 4 weeks if not longer based on the timeframe of the first tub.Desired Settlement: Replacement of the incorrect tub with the correctly ordered tub in less than 4 weeks.

Business

Response:

Dear [redacted],

We have set up the pick up of the wrong tub and have ordered the correct tub. We are working with our warehouse to resolve this order issue. Please accept our apology as work to correct this mistake. We can offer a courtesy credit for the inconvenience of having to wait for the correct item ship to you. We can offer a $100.00 credit,

A few months back I purchased the Moen TS3213 and Moen 2510 from efaucets.com. At that time your site was recommending to purchase the 2510 valve. Unfortunately, I went to install the Moen TS3213 yesterday and found out that this is the incorrect part. I should have been recommended to buy the Moen 3510 valve or Moen TS2213. As of today your website has corrected this issue. But for further examples of incorrect information on the web please visit Amazon http://www.amazon.com/Moen-TS3213-Rothbury-Moentrol-without/dp/B0050B4GFY.

I opened a support ticket and I was informed the following "Give one of us a call at 1-800-891-0896, we would be happy to place the new order for the correct item and set up the return for the incorrect one. My name is [redacted] you can ask for me if I am not the one that answers."

So I called today and spoke with [redacted] and she informed me that there was nothing that could be done since it was outside the 30 day return period. I asked to speak with a manager and was informed they were all in meetings. I then asked if she could have someone call me when they are available. She said she would send out a message.

All I was trying to do is an exchange for the Moen TS3213 for a Moen TS2213. To make it even easier all I really need is the Moen TS2211. Since this mistake was caused by incorrect information on efaucets.com I expect better support.

I never received a phone call from a manager.

I would NOT recommend this company. This was my first time buying something from efaucets.com.

Review: Had two out of three order delivered but both need to be returned. Order [redacted] wrong color, Ordr [redacted] broken/ Value $ 300.

Company canot be reached via telephone or email to get a return authorization. They are just not available, one to two hour wait times., email chat got terminated. Need to return everything - about $ 300,. Don;'t want any further dealng with them, just a refund.Desired Settlement: Purchase price refunded - about $ 300 total.

Business

Response:

This customer contacted us on 1/10/2015, 11:55:43 AM customer emailed stated that the item was installed this but received white - advised beyond 30 day time frame to return and to contact Kohler for a replacement/ warranty letter . Our customer contacted us on 1/21/2015, 3:36:53 PM wanting to return item we advised him that it was already installed( due to Hygene issues we cannot take back) and responded that he needed to contact Kohler as this is now a warranty issue. [redacted]Shop For Your Home From Your Home TM[redacted] www.eFaucets.com - Your Online Kitchen & Bath Store™www.HomeFixtures.com - Your Online Home Fixture Storewww.DoorFixtures.com - Your Online Door Hardware Storewww.LightingCatalog.com - Your Online Lighting Fixture Store www.eImprovement.com - Corporate Website

Review: I placed an order number [redacted] in December 2014. One of the items was a [redacted] Light fixture. At the time purchased the sales person told me it would work as dimmable lamp however that was not the case. After hours on hold I was able to reach customer service to tell them I wanted to return the lamp. I waited 5 days to get an email on January 7th with the return instructions including the RGA number [redacted]. I sent back the fixture per the instructions on January 15 2015 - it was received January 16 2015. UPS Tracking number is [redacted]. After multiple emails to [redacted] a supervisor at the company she replied on January 30th 2015 saying she sent the tracking information to [redacted] who should be issuing a credit to efaucets shortly and then I would be taken care of. On February 6th 2015 [redacted] sent me an email that they had received the credit from [redacted] and I should receive my credit within 3-10 business days. That means by Feb 20th I should have had a credit the latest. I emailed [redacted] to follow up and nothing. I called on Tuesday February 24, 2015 and Jenny a supervisor in customer service said I would have my credit by Wednesday February 25th the latest. Still nothing. I called today February 26th and spoke to Jenny and she said the credit department was backed up and she hoped they would get it done this afternoon.

I returned the lamp on January 16th. Per their own website it should take no more than 30 days to process a return. All of this feels like fraud and illegal practices. I want my money back. This company used to be great however I will never order anything from this site again. They are in either incompetent or just liars and cheating folks out of money.

SENT JAN 15 / RECIEVED JAN 16 SIGNED FOR BY [redacted] / AT THE LOADING DOCKDesired Settlement: I want to be credited back for the lamp I returned on January 16th, 2015.

Business

Response:

Dear [redacted], We are showing that your account was credited on January 31, 2015 for the Cancelled item Kohler K-11415-2BZ qty 1. Transaction ID [redacted] Total Refund Amount $62.25 USD & February 27, 2015 for the Returned item [redacted] qty 1 less 20% disc and 15% restock fee Transaction ID [redacted] Total Refund Amount $202.64 USD

Review: I ordered a shower base for $450.19 on October 3, 2014. It was suppose to ship in 7-10 days according to their website, I contacted them on November 3, 2014 and after being on hold for 10+ minutes was told the Kohler factory had not shipped it to the efaucets warehouse (a subsidiary of eimprovements.com) and it would not ship for another 3 weeks. According to their policy if the item does not ship as stated you can cancel the order. I requested the order be canceled and was told they could put in a request but it would take 3-5 days for an approval. I has been over 10 days and I still have not received an e-mail stating they canceled the order. My contractor putting in the new shower is way past needing the shower base. I do not need it now and do not want them to ship it. I can't get them to cancel my order and am afraid they will go ahead and ship it to me and then I will have to deal with trying to return it to them and get a credit at that time which I understand from complaints from other customers is also next to impossible. I have contacted the companies customer services by both e-mail and phone. I have filed a complaint with the company on their own complaint form and they will not contact me back.Desired Settlement: I want the charge of $450.19 credited back to my credit card.

Business

Response:

Dear [redacted], We are showing that your order was cancelled and credited on November 13, 2014 for $450.19 for the Cancelled item Kohler K-9479-G9 qty 1.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I received the credit after the company received a copy of my complaint from the Revdex.com. I appreciate your help.

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 June 23rd I placed an order with online order with efaucets.com for 2 faucets and I additional item costing a total cost of $256.52. This was paid through my paypal account and I received the items within 5 days. On July 2nd when my plumber tried to install the faucets he informed me that the faucets were not quite correct and that I needed a different model of the same faucets to better fit our sinks. So I called efaucets.com customer service. The representative informed me that I should hold off on returning the faucets until I received a return authorization by email from the company which would be sent within 3-5 business days. At this time, she also went ahead and placed a new order for the correct model of the 2 faucets that I needed. I paid an additional $225 for this new order using my Amex card and I received the same within 5 days. The second shipment was correct and the faucets have since been fitted into my home.

Here's the issue: To date despite multiple calls and emails ( july 9, 18, 21) to the company I have not received a return authorization from faucets.com. Each time I call I am told that it will be sent within 2 days. Initially customer service responded to my email to assure me that the RSA was on its way. However, I have had no response to my subsequent emails on July 9 and 18. As of now I am stuck with an order that I don't want and out of pocket for $256.52. It is now officially 30 days since this order was placed and the company has failed to accept the return and refund my money per their posted policy. I would appreciate your assistance in resolving this issue. Thank you!

See details of my order below...

_______________________

Thank you for ordering from eFaucets.com!

Your Order # is [redacted]

Your order has been processed and is being prepared for shipment. If your order was placed Monday - Friday before 3:00 CST, it will be shipped out the same day. If you order was placed on Saturday or Sunday, it will be shipped on Monday.

Please print out a copy of this confirmation email as your receipt and keep it for your records.

Please review the following information and report any discrepancies immediately. Make sure your order number is included in all correspondence related to this order.

eFaucets.com has a 30 day Return or Exchange Policy. No Exceptions. Please inspect your order within 24 hours of delivery. Returns or Exchanges after 30 days will not be accepted. 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% Restocking Fee. Refused shipments are subject to a 25% restocking fee. Please setup all returns or cancelations with our Customer Service by emailing us at [email protected] or by calling us at ###-###-####.

** PLEASE PRINT OUT A COPY OF THIS CONFIRMATION EMAIL AS YOUR RECEIPT **

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

Sold To

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

[redacted] United States

Phone:

[redacted] Paypal

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

Purchase Summary

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

Order ID: [redacted]

Item 1

Product ID: 75950

Product Name: Delta Faucet 75950

Product Price: $28.32

Item 2

Product ID: 559LF-LPU

Product Name: Delta Faucet 559LF-LPU

Product Price: $114.10

SubTotal: $256.52

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

Handling: $0

State Tax: $0.00

Country Tax: $0.00

buySAFE: $0.00

Grand Total: $256.52

NOTICE: Your order is being shipped via UPS.Desired Settlement: I would like faucets.com to issue an RSA immediately so I can return the 3 items per my order [redacted], and promptly receive a refund of $256.52 to my account. The company appears to have a re-stocking fee policy on returned items, however given the trouble that the company has put me through regarding this return Technically exchange as I re-ordered and paid them for the correct faucets), I hope that they will waive the fee. Thanks!

Business

Response:

Dear [redacted],

We have sent your return RGA information to you on July 24, 2014 via email.

Your RGA # [redacted] is for the Qty2 559LF-LPU . Please follow the return instructions as the merchandise must be received in 100% resalable condition.

Thank You,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and yes they did send me the RGA promptly after you contacted them. Thank You! I have mailed out the return items to the company today, and I hope that will promptly refund the amount that they owe me.

Review: My wife and I were looking for a tub that was in stock online. We chose efaucets.com because they advertised that the tub was "In Stock" and would ship "around" 1 to 2 weeks (this was June 19th). Customer service informed me that the tub would ship "directly" to me in 3 to 4 weeks. I checked in again, which was 4 weeks from the time I purchased the item, I was told that "the shipment just left Kohler for our warehouse today, you are looking about another 2 weeks before delivery to you." I further confirmed that the tub would be shipping from the warehouse around July 21st. I called again after July 21st to confirm status. On July 29th, when I called for an update, I received this response, "For some reason Kohler cancelled this off of the order we had with them so they are telling me it will be another 3-4 weeks to get that out to you. " At that point I have called customer service several times to cancel the order and confirm cancelling of the order. August 7th, I receive an email stating, "I submitted an NSCR request to return/stop as the first request to cancel came back with a response that it was too late (to cancel)." When I called customer service, I was told that because it was a special order, there was no way to cancel the order and if I refused shipment they would charge me a 35% restocking fee. The whole time, this was supposed to be in stock. They have held me hostage with this purchase and have not been honest from the beginning.Desired Settlement: I want my order cancelled and a full refund issued to my credit card.

Business

Response:

Dear [redacted],

We were able to have this stopped at the warehouse and Our accounting department has credited your account for this item.

$621.75 was for the Cancelled item Kohler K-1946-RA-0 qty 1 . We apologize for the confusion with your order and hope this resolves your order issue.

I found a sink on efaucets.com (part of eimprovement.com) that was unavailable on any other site. The efaucets.com site state that "22" sinks were in stock. I placed an order and received confirmation. I the received notification that they were out of stock and and the sink wouldn't be delivered for 11-12 weeks. When I called to cancel the order, they said that my card had already been billed and that I would not receive a refund for 7-10 days due to "an internal process". The next day, I checked the efaucets.com site and it stated that they had 40 SINKS IN STOCK! When I used the site's chat feature and pressed the reprentative about delivery time I was told that "the sinks are very popular and could go out of stock at any time." My statement was "you are going to sell 40 sinks in 10 minutes?!" STAY AWAY FROM THIS COMPANY.

HORRIBLE is understatement!!! I canceled an order on the 12/24/14 after waiting for it to ship since 11/10/14 and as of today still didn't receive a $3500 refund! First I was told it will take 7-10 business days, but nothing happened. Second time I called they said it will take 24-48 hours. I called again today (01/20/15) and they said another 3-5 business days. It's a total absurd dealing with them!!! I have another order for $3100 with them and am afraid what will end up happening with it. And this all is not mentioning the hold time of 45 minutes each time I call and 2-3 days email response time.

Review: Placed an order ( order # 1378425) for a faucet on 1/29/16 - the item that was sent was defective and looked as though it had previously been returned.

The item was delivered without any notice from them. I requested a full refund. They required pictures of the condition of the product, which I sent and they received on 2/2/16.

On 2/8/16 the sent me another faucet that I did not request, so now I have 2 faucets to return.

On 2/10/16 I requested info. on how to return the faucets.

By 2/15/16 both faucets were returned.

I contacted them again on 2/19 about the refund and was told it was "pending" in the warehouse.

My last contact with them was on 3.21/16 when I was told by the CSR that I would receive the refund in 3-10 working days.

It's now 4/18/16 and still no refundDesired Settlement: A full refund of $172.20 and an apology from eimprovement - which I probably won't get.

Business

Response:

Dear [redacted], We are showing that your account was credited for the full amount on 4/18/2016 $172.20. This was for the returned defective item Kohler K-10270-4-BN qty 1.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I ordered an item back on January 7, 2015. I was informed over a week later that the particular finish of the product I ordered was out of stock and offered a replacement, which I approved. Another week went by and I was contacted again saying that the replacement finish was also out of stock and was offered a substitute product, which I refused and cancelled my order, requesting a refund. That was on January 22, 2015. On January 28, 2015 I confirmed with efaucets.com that I had cancelled the order and requested the refund. Their policy is a 5-7 day cancellation process and a 7-10 day refund process, which should have assured me a refund by February 23, 2015. On March 2, 2015 I emailed their customer service yet again and said that because my refund was already a week overdue from their longest time frame, I expected it within 3 days, or by March 5, 2015. I received confirmation from the customer service that a refund by March 5 would not be an issue. However, an additional week has gone by and I have STILL not received this refund. I am frustrated with the customer service promising me something that isn't happening.Desired Settlement: I would like my refund of $151.52 back to my American Express card as promised! I have not received any product and requested a cancellation and refund 6 weeks ago!!

Business

Response:

Dear [redacted], We are showing that your account was issued a credit for $151.52 for the Cancelled DBM item Jacuzzi DA34-815 qty 1 less 10% discount today. We apologize for the delay we hope that this resolves your order issue.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Review: No refund issued after 1 month and 1 week

On Wednesday, October 08, 2014 I ordered two plumbing items from eFaucets,com. They were 2 grab-bars for my bathtub and shower. They were listed in stock, and the order confirmation did not mention any item on backorder. On Thursday, October 16, 2014 I received one of the two items, and was informed when I called about the other that it was on backorder for over one month. I emailed customer service I could not wait that long to have the bar installed by my contractor. I was informed it might take 7-10 business days to process the cancellation and refund. It is now November 15, 2014 and despite numerous emails back and forth (Oct.16, Oct.22, Nov.6 and Nov.13), with repeated assurances that the credit would be applied to my VISA card within 24 to 48 hours, I still have not received it. This is too long to wait for a refund back to my credit card.Desired Settlement: $ 99.11 immediately to my VISA card.

Business

Response:

Dear [redacted] ,We are showing that this refund was issued on November 17, 2014 for the Cancelled item Kohler K-10542-SN qty 1.$99.11 refund was issued to the original form of payment.

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 wish to state that the refund was issued 2 days after I lodged the complaint to the Revdex.com. But it took that action on my part to finally obtain it. I accept the issued refund, but I still find the business practices they use with online customers unacceptable.

Review: I placed an online order consisting of two sink drains in one order on Sept. 01, 2014, order number: [redacted]. I only received one of the drains and it was defectively painted, thus unusable. I put it back in its box and called their customer service number. I told them that not only did I only receive one of two drains ordered, but that the one I receive was defective and needed to be returned. I was told then that the other drain is not in stock so I cancelled that drain, which was already paid for, but was told that the dept I needed to speak to regarding a return authorization was closed and that somone would get back to me to return the faulty drain we received. After several days of hearing nothing I emailed their company regarding return instructions on the one we needed to return. I called again as well and was asked to send pictures of the drain we received. I took it out of its box and emailed several pictures to prove it was defective. After several days again I heard nothing so I called again and was told that their email systems weren't working properly and they asked if I could please resend the pictures to them. I did so. After several more days went by I got an email stating that they received the pics and were sending UPS to retrieve the package. Another week went by so I emailed them yet again to ask where UPS was since I had heard nothing and to also ask as to why I was still not refunded for the drain that was cancelled that we never even got. I was told repeatedly that the credit dept was supposed to be issuing me a credit which they never did. Finally a UPS man came (unannounced but thankfully I was home to give him the return package) and he put a return label on the package, gave me a receipt, and left. More days passed with no refund credit memo, no word so I emailed again as I seemed to have no luck with trying to reach someone helpful via phone. I tracked the return package to find that for some reason, they returned the drain directly to the manufacturer named [redacted], which was not efaucets.com which I had purchased it from? I sent another email and was told that its their policy to return their defective products to the manufacturer???? And the icing on the cake now is that not only have they still never refunded me for the cancelled faucet that we never received, that they are still awaiting confirmation from [redacted] that they received the drain before efaucets, which is who I ordered from and paid, will issue me a refund for the returned drain!!! Today is 10-10-14 and they still have not refunded one cent to me of the $43.71 I paid them back on 09-01-14. They provided the return label to a third party so why should I go without any of my refund for their actions? I am so upset and can't get anyone to help me on the phone or via email.Desired Settlement: I want a full refund to my paypal account for the $43.71 I paid them back on Sept. 01 for absolutely nothing but excuses and no product.

Business

Response:

Dear [redacted], We are showing that the one item cancelled was refunded On 9/24/2014Cancelled item [redacted] qty 1 less 5% disc plus shipping.Total refund per PayPal: $16.19Your return was set up as a defective item, unfortunately the return has not made it back to the manufacturer for inspection.You have stated that the remaining item was sent back on tracking # [redacted] a claim has been filed with UPS due to them being unable to locate the shipment. (See attachment). We can not issue a refund until this has been closed. We apologize however per our return policy we need to inspect the merchandise before credit can be issued.

Business

Response:

Dear [redacted],We have requested that this be issued today as the PayPal refund did not go through. We apologize and have forwarded the request to the credit manager for immediate credit.

You

can expect this credit by the end of business today.

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 placed an order on 10/14 for four items all in stock and to ship within 2-3 business days. One item, Kohler faucet in oil rubbed bronze, never shipped. Called, was told it would be another 3-4 weeks after it was already 3-4 weeks late. Asked them to cancel, received email confirmation of cancellation and refund to take place in 3-10 business days. No refund. Second order was placed on 10/21 for a light fixture that never shipped. Per email confirmation, if shipping status does not show UPS tracking number in 48 hours to call customer service. No answer, phone disconnected with automated "goodbye" after 18 minutes on hold. Sent email, confirmation that order cancellation received. Refund to be in 3 business days. Now at 12th business day, no refund.Desired Settlement: I was charged $297.24 on my credit card for two items never shipped, not in stock, and refund not received. I want the charges credited.

Business

Response:

Dear [redacted], We have looked into your order concerns and on Order #[redacted] our Accounting Department has been alerted to issue immediate credit for the cancelled Kohler item. You can the expect this credit within 3 business days. As for order #1151851- this was a case of not having the correct address on the order. Golden Lighting contacted us to update the address they informed us that the address provided on the order; [redacted]Please advise if this is the correct address, we apologize for any confusion with your order and are working to correct the delivery issue.Thank You

Review: I ordered a light from this company and paid via paypal. I was sent shipping confirmation several days later. After it did not arrive, I called the company to find out the item was on back order until October. I asked to cancel my order and was told my refund of $188.00 would be credited to my paypal within 24-48 hours. When I did not see the credit a week later, I called again, and the company said they would expedite the process. Another two weeks went by without a refund and I called a second time. I have yet to receive my refund for an error on the part of this company.Desired Settlement: I want my refund of $188.00 expedited immediately.

Business

Response:

Dear [redacted],

Your account has been credited for the Cancelled item Kovacs Lighting KOV-P5193-077 qty 1

$188.00

Review: Ordered a shower door from efaucets.com. Was billed on my credit card the day the order was placed instead of the day the order shipped. Never received product. Was told that the manufacturer cannot provide a ship date. Asked for a cancelation of the order. STILL waiting on them refunding/issuing the credit back to my credit card.Desired Settlement: Refund the credit card so I can purchase from elsewhere. If you charge me the day that I place the order, why has it taken several days and I still do not have a credit issued to my credit card?

Business

Response:

dear [redacted] ,

On February 19, 2014 our accounting department has issued credit for $378.00 for the Cancelled item Dreamline SHDR-0960580-04-FR qty 1 less 10% discount given at the time of order placement. This resolves your order issue and completes the transaction. Thank you.

Review: My husband ordered a tub from efaucets on 6/17/15 in the amount of 1868.21. My husband received an e-mail the following day confirming the order and that payment was received. I contacted them on 7/3/15 to inquire about expected delivery date. I was informed that they sent me an e mail on 6/19/15 informing me the tub was no longer available. I told them I did not receive an e mail stating this. The representative Stated it must have gone to my spam mail. I told her it was not in my spam mail either. She would not allow me to speak to the credit department. I told her I wanted a refund immediately. She told me it will take 14 days! I told her they already had my money for 18 days and that they should have already refunded my money back because they said the product was unavailable. I asked her to send me a copy of that e-mail that was supposedly sent and I have still not received that one either. After researching this company I see it operates under Eimprovement.com and also 7 other company names operate under that name as well. I feel this company is doing consumers an in justice. I would like an immediate refund they have held my money long enough.Desired Settlement: Refund back to my credit card in the amount of 1,868.21

Business

Response:

Dear [redacted], Our Accounting Department issued a Refund - $1868.21 today.

Review: Products ordered on 11/16 for a remodel project, 2-3 week delivery time, received a freight shipment, crate sealed and unable to be opened per delivery company on 12/3, 5 items missing from crate once opened, contacted customer service after many attempts with very long wait times, investigation was opened and I was told I'd receive a call with details 24-48 hrs, no call, once reaching them again after long phone wait, they tell me I was misinformed, 7-10 days and despite my request to speak with management I'm told to fill out complaint from website, did that but never got a call or returned email addressing my concern and building frustration, still no word I call again! I reach someone who finally seems to care enough to make some calls regarding investigation AND she is kind enough to give me her direct extension and email for easier communication. Holidays are upon us and another week passes without any follow up. Meanwhile my remodel is on hold inevitably, leaving me without a bathroom!!! I've requested they take care of ME, the customer that is out $3350 since 11/3/14 with no concern from management!, by sending the missing pieces totaling $600+ so I can complete my bathroom. Their only concern is their investigation, who didn't put the items in the crate; for that I do not care and nor should they when it comes to the customer care! FYI, I have provided pictures of the sealed crated and letter/proof that the delivery company in which they hired, would not allow me to open crate prior to signing.Desired Settlement: Ultimately, I would like my missing pieces TODAY! A phone call from management sure would be appreciated and expected but I can't hold my breathe after 6+ weeks. If they were interested in improving their business they would add more staff, because seriously 1-2 hr waits on line to get to a live voice is beyond acceptable, and I've done that a minimum of 3x during this process. Yes, I paid this company for this kind of treatment! Never Again and my remodeling projects have just begun as have my neighbors. Can't imagine the business they lose while on hold and certainly they won't be gaining any after my experience is shared abroad!

Business

Response:

Dear [redacted], We have filed a carrier loss claim with [redacted] on your behalf , RGA# [redacted] Carrier Loss Claimreorder pending outcome of claim - customer signed for free and clearWe did contact the warehouse and they have stated that everything shipped with that order so [redacted] will be investigating this lost shipment. Please be advised that we cannot reorder anything until the lost shipment claim is finished. Per our freight policy this was to be inspected prior to signing the bill of lading.

Consumer

Response:

Review: I placed an order and after the order the manufacture changed the expected date of delivery, which meant the product would no longer work for me as it wouldn't be ready in time. I was forced to cancel the order.

I cancelled the order on December 16th and was told everything would be processed within 7-10 days

10 days later (December 26th) I called and customer service had no record of confirmation of the cancellation, but they could me calling as confirmation and let finance know. Then, it would be 10 days again.

I then contacted the company on January 6th, to which I was told there would be a 3 day waiting period and they would confirm that it was done once complete. It's not January 12th and I'm getting no progress at all. The company has had my funds for almost 45 days and hasn't processed the cancellation even though it's been almost 30 days since I requested.Desired Settlement: I simply want a refund for the order that I cancelled and never shipped to me.

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.

Review: Items were never recieved in September. UPS shows this. Have battled with getting credit on the account since then.

Order # [redacted] Items returned to UPS (tracking #: [redacted])on September 17th. No credit although numerous emails which I have stating they will credit my account. Spoke to [redacted] on 10/6/2014 who stated the account would be credited within 2 weeks. It was not. Several emails in between. Last email on 11/22/14 states it will be credited within 48 hours. It has not been.Desired Settlement: I just want my account credited. I do not believe that is too much to ask for when I have waited for over two months.

Business

Response:

Dear [redacted],We are showing that this was refunded on 12/1/2014 for the Returned defective item Kohler K-6418-0 qty 1 (tank K-5692-0)(bowl K-4309-0) and KOHLER K-13475-CP qty 1. $635.77 was refunded back to your PayPal account. We hope this will resolve your order issue.