Eimprovement.Com

Review: On July 17th, 2014 I placed a phone order with the above listed company (eFaucet order #[redacted]) . I purchased a toilet and asked the customer service representative if he would also place on my order the appropriate "French Curve" toilet seat that would go with the toilet I ordered. The customer service rep made an honest mistake and ordered the wrong toilet seat. Two days later on July 19th, 2014 (eFaucets order #[redacted]) I placed a second order with eFaucets duplicating my first order because we wanted an additional toilet for our new home. Unbeknownst to me the first service rep had ordered the wrong seat, the second order was placed identical to the first.

Several days later I received my first order and after several days went to install the toilet. After almost completing the install was when I realized I had the wrong seat. I contacted the company and they advised me that they would have to look into the issue and conduct a so called investigation to determine if it was their fault or mine. I told them that was fine but I needed another seat shipped as quickly as possible, preferably overnight because I did not have a toilet seat to use. They refused and stated that they would get back to me but never heard from them. On July 29th, 2014 I called again to customer service and made arraignments to return their seats but they refused to send out the two new ones without charging me for them. I placed an order again utilizing my credit card and had the company send me two appropriate seats for the two toilets I ordered (eFaucets order #. After several weeks the company or their supervisor ([redacted]) failed to refund me $125.55. When I asked to speak to his supervisor he refused to tell me his bosses name and stated that the "[redacted]" does not take calls". As of today the company has failed to refund me my money and [redacted] refused to allow me to talk to his [redacted].Desired Settlement: I want my money ! This company refuses to return my money and I am paying on a daily basis a revolving interest rate.

Business

Response:

Dear [redacted],

We

can completely understand your concerns and apologize for your dissatisfaction

with this order.

We

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

account. Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 2 business day. The credit is for the two returned Kohler K-466-0 toilet seats Qty 1 for each order [redacted] & [redacted].

Consumer

Response:

I have no other alternative than to accept the offer however two days to refund my money is rediculous. This company operates under bad faith and malice and should not be allowed to get away with this type of behavior. They are only now refunding my money since the Revdex.com got involved.

Review: When you buy a faucet you must order the parts separately. I received roughin valve and handles but no spout I was told spout is discontinued and unavailable so I returned valve and handles on March fourth. I was charged for all three even though I only received two. I have called numerous times and still have no credit to my paypal account. The total is $262.24 I would like a refund and make people aware of how efaucets.com does business.Desired Settlement: Refund $262.24

Business

Response:

Dear [redacted],

Review: Still waiting on refund to be issued and it's been past policy 30 days.

Order number [redacted]. Product returned to company via FedEX (tracking #[redacted])on 01/20/2014. eFaucet's return policy says the refund will be issued within 30 days. Today is 04/07/2014 and I am still waiting on my refund. I have called at least 3 times about the refund and every time the customer service person tells me it will be issued. Today the person refused to let me speak to a supervisor, but made notes and had me on hold and told me he had told the supervisor. I spent $560.50 on my purchase and $128.98 to ship the return. Not only has the company not issued my refund in a timely manner, they still insist that they HAVE to charge a 15% restocking fee. I feel like I am being ripped off.Desired Settlement: I want my refund NOW and I really don't think it's fair that I am still being charged a restocking fee. I would like the entire amount of $560.50 credited back.

Business

Response:

We apologize for any unanticipated delays in

regards to issuing credit to your account.

Our Accounting Department has issued your credit in the amount of $ 476.42 yesterday We have emailed them to waive the15% restocking fee and that credit will be issued within 2 business days.

Consumer

Response:

On Thu, Apr 17, 2014 at 9:16 AM, [redacted] wrote:

This has been resolved. Sad that it took reporting them to the Revdex.com, but glad to have my money finally. Thank you for your service!

Review: we returned a faucet and they state is was returned damaged. we had double packaged the return with bubble wrap between the boxes. the pictures they sent us to show damage were not the boxes we used to ship and they are not honoring the return.

there have been multiple attempts to work with them, but they refuse to call back or acknowledge our request to speak to a live person.Desired Settlement: we would like them to take the old faucet back and return our money.

Business

Response:

[redacted],

Per our return policy

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.

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# number.

Have ALL original packaging

Not have packaging that is written on or defaced in any way.

Be sent back to the correct warehouse.

This was not the case with your return of the Blanco 441416 qty1 this was returned without the inner divider and the handle on the faucet came back scratched and is non sellable. Per our policy this is not on 100% resalable condition there for it can not be credited. Your account has been credited $145.60 for the returned Blanco 441229 qty 1 less 20% restocking fee.

Review: Returned two sinks On October 14th....Have not received credit on my account. Contacted them 3 times. Order [redacted]Desired Settlement: Credit for the returned product.

Business

Response:

Dear [redacted],

We apologize for any unanticipated delays in regards to issuing credit to your account. We are showing that this was credited on November 19, 2013 this credit ($319.96) was for the Returned item [redacted] qty 2 less 15% restocking fee. The restocking fee is assessed to all returns as we are charged this fee by Kohler. We appreciate your patience and hope 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.

I ordered a Sterling shower (Vikrell) with efaucets.com. The item was noted as in-stock. My credit card was immediately charged and when I checked my account online the status of my order showed that it was processing and simply waiting on a tracking number from the carrier. A week after placing my order and my credit card being charged, I was notified via email that my item was on back order. I did not have time to wait for the product and ordered it because it was noted as an "in-stock" item. I requested that I receive a full refund and that my order be cancelled. My cancellation request has never been acknowledged and when I look at my account online it still notes that the order is processing. After calling customer service two and a half business days after my cancellation, I was notified that my cancellation was just a "request" and that a full refund may not be possible because the vendor had not acknowledged the cancellation. The possibility that the product may still be delivered and I may still have to pay for the item was never communicated to me. So, in the meantime, I had ordered the product from another vendor. Their customer service is very poor. If my credit card was not charged until the product shipped, this would not be a problem in any way. I'm still waiting on customer service to send me communication even acknowledging my cancellation "request." I will never do business with efaucets.com again and will definitely not recommend them to anyone else.

Review: The first part of June I called this company to place an order for a faucet. I was using two different debit cards(one gift card and one tied to my checking account) and was told because of this the order would need to be entered manually. After waiting over a week I had not heard anything about my order and the cards had not been debited for the charges, so I called the company. No one there had any information regarding my order and instructed me to call back in a couple of days. Two days later I called a second time and was again told there was no history of my order. During that call I informed the customer service rep that I was no longer interested in making the purchase and wanted to cancel if an order was found.

Nearly two weeks later, on June 24, 2013 I received an e-mail from efaucets.com thanking me for my order and telling me it would be shipped soon. I immediately responded to the e-mail, instructing them that I did not want the item and the order should have been cancelled. I then checked my bank account and found that the entire amount of $107.25 had been debited from my checking account. I contacted the customer service number for efaucets and was told that it would be taken care of and the money would be re-imbursed to my bank account within 3 to 5 business days.

I had to go out of town for a family emergency and was not able to check my bank account until July 5, 2013. At that time I realized the money had never been reimbursed to my bank account as promised. I again called efaucets and was again was told the amount would be re-imbursed to my account within 3 to 5 business days. I told them this was not acceptable and was informed that they would put a rush on the re-imbursement and it would be in my account by close of business on that day.

Today I again checked my bank account and the money is still not in my account. As a result of this unanticipated money draw from my account, the account is now overdrawn and I have incurred extra charges as a result.Desired Settlement: I would like the charges refunded to my account as soon as possible, and also have the overdraft charges paid.

Business

Response:

Dear [redacted],

We apologize for the order entry issue, we have notified our accounting department to issue immediate credit to your account. You can expect this credit within three business days.

Review: I received the product fairly timely but I had to send 4 separate emails over the course of 10 days to receive the RGA# in order to return the faucet. The UPS website shows that they received the returned faucet on July 17th but as of August 20th, I have not been issued a credit. Each time I email them, they say that they will issue the credit within 3 days.Desired Settlement: The company should be issuing credits on a timely basis. They need to credit my account for the amount due me which is the cost of the faucet less a 20% restocking fee.

Business

Response:

Dear [redacted],

Placed an order for multiple in-stock items in late April – part of order was delivered but part of order did not arrive. I did not receive any information from E-faucets.Contacted Customer Service in late May – was told non-delivered items would be on back order until mid-July. I asked why my credit card had been charged when the items had not been shipped – I was told to “read the Terms of Service.” I also asked why I wasn’t informed of the back order and no reason was provided (maybe they should read their own Terms of Service about communicating back order status?). I then asked for verification of the back order and Customer Service sent me an email stating my order was on back order (nothing formal, just a personal email from the CSR that my order would be delayed for ~6 more weeks or ~10 weeks after order was placed).
I received an email from Bizrate telling me my order had been shipped 3 weeks previous and it asked for my review. Since the order was not yet received, I again contacted Customer Service. I was told that Bizrate doesn’t have a view into E-faucet’s orders and therefore Bizrate often erroneously sends these types of inquiries to E-faucet’s customers. I was again told my order would be shipped in mid-July.
I contacted Customer Service on May 28th asking for a shipping update. I received a response stating that my items would ship in mid-July.Customer Service sent me a shipping confirmation dated July 14th stating my items shipped that day.I contacted Customer Service on July 22nd as my items had not arrived. I was told my items were on back order until September 25th. Again I asked why I did not receive notice of the backorder and again I did not receive a reply.
I equested my order be cancelled. Customer Service responded that cancellation requests are only accepted via the toll-free number. I tried the toll-free number ~50 times over the next two days and it was always busy. I then contacted Customer Service via chat but the chat people repeatedly disconnected when I asked about the busy telephone lines and how I could cancel my order.I then followed-up with multiple emails to specific people within Customer Service (people who I had communicated with previously) but those emails all went unanswered.
My items were shipped on July 23rd – a full month prior to the back order date provided by Customer Service.
BTW, notice how Bizrate indicates E-faucets is wonderful but other review sits say the opposite - makes you wonder what is going on?!?

Review: I cancelled my order due to the backorder(with the order number #[redacted]) about 4 weeks ago but I still have not got my refund back. I called 3 times and was told 3 times that my credit would be returned to my credit card within 7 days. But I did not receive my refund. I then sent out an email to custom service about this issue and they replied to me on June 29th, saying my credit was currently processing with their accounting department this would be complete within 24-48 hours. Today is July 3rd, and I still have not got my refund back. I got very upset and do not know whether or not I can get my money back.

Business

Response:

$195.93 Cancelled item Progress Lighting [redacted] qty 1 was credited on July 3, 2013.

Great products offered with reasonable prices. Unfortunately some of the worse customer service when it comes to handling problems. Don't attempt to speak to a supervisor or manager because you will be told no and that they will give them a message or no is the response!! Even after a solution has been reached it's like trying to pull teeth to get them to make good on their end of the deal!! Not worth the headaches or aggravation!! Lots of other companies like FaucetDirect.com to deal with.

Review: Item VT18-3SS-010 of my order placed on 11/21/2014 has not been received as of 2/14/2015. I was charged $34.30 and $7.99 for shipping. I have followed up numerous time from November through January 2015 to find updated statuses and continue to receive notification the item should be shipped by the following week. In addition, from following up several times with customer service over phone and via email communication, it was explained I would receive a refund of shipping in amount of $7.99 by beginning of December 2014. Each interaction with customer service results with an explanation I would receive refund within 24-48 hours. I recently reached out to customer service to cancel item and was told I should receive a refund of the item and shipping within 48 hours - I have not received my refund.Desired Settlement: Refund of $42.29 associated with item VT18-3SS-010 in amount of $34.30 and shipping of $7.99.

Business

Response:

Dear [redacted],

We

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

account. Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 3 business days.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I confirm to have received my refund on February 23, 2015.

Review: I ordered Chrome faucets by mistake, received the order, called (Jan 7-2015) for a Return Goods Authorization # after being on hold for 20+ minutes and finally the associate told me it would take 2 days for Efaucets (EImprovement.com) to get the RGA from the manufacturer (Delta) and then send it to me by Email with Instructions, when a normal selling site would have been able to immediately give me the RGA# and instructions. Four days later, now Jan 11-2015, I am still waiting for the RGA so I can return my faucets and try to get a refund. I have even tried emailing Sales, Customer Service, and their "live chat"--which is conveniently off-line each time I try. I have done my part, now they need to do their customer service and get my RGA# so I can return and get a refund. I didn't check for complaints for this company before I got this far, but there are plenty of complaints.

I even emailed Delta Faucets in [redacted], Jan 9-2015 to see if they could intervene and get the RGA to Efaucets and to me when Efaucets did not respond in 2 days, and even the manufacturer Delta seemingly can not help me start this return process!Desired Settlement: Get my RGA# soon, because their return timeline is 30days and with a 15-20% restocking fee, but I need an RGA# and associated refund to my credit card.

Business

Response:

Dear [redacted], We apologize for the delay in issuing your return authorization. Your return is attached, please follow the return instructions to ensure proper return and credit. 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.

Consumer

Response:

On Thu, Jan 15, 2015 at 12:33 PM, [redacted] <[redacted]> wrote:Dear Revdex.com-Wisconsin:I really appreciate your intervention in my request for the RGA# for me to return my items to Efaucets.

Review: Dear Revdex.com,

E-faucets has still not refunded my credit card for an $800.00+ bathtub that never came in. I cancelled the order after the tub never came in. I also sent back 5 items for return that was returned to efaucets on December 8 and 9, 2014. I still have NO refund on my credit card. I've already called the company, as well as have emailed many times. Today I sent back 5 more items also. After all my returns come back to efaucets, the company will owe me more than $2000.00. Please assist in this matter as soon as possible. Sincerely, [redacted]Desired Settlement: I would like efaucets to refund my credit card as soon as possible.

Business

Response:

Dear [redacted], We are showing that on 12/25/2014 you called it to return the Moen [redacted], On December 29, 2014 you were emailed the return instructions for the return RGA# [redacted] MD ([redacted]). We are not showing that this was received in to our warehouse. Can you please provide us with return tracking as so we can locate your return.On December 23, 2014 you were issued a RGA# [redacted]RGA# [redacted] Ronbow (606127-F11, 603130-F13) items we have not received these back as well. please forward any return tracking as this can help in locating your returned merchandise. As soon as we receive all the merchandise into our respective warehouses we can issue your credit to your account.

Consumer

Response:

Review: I purchased several products from eFaucets.com (subsidiary of eImprovements.com) for the remodel of our bathroom. After receipt of the products my wife changed her mind and I asked to return tow of the products and order two different products. I was given the Return Goods Authorization numbers and I promptly sent the products back to eFaucets.com. One product was received by eFaucets on 8/27/14 and the second on 8/29/14. After two weeks I emailed eFaucets to see when I could expect to see a refund, and was told that it would take 30 days. After five weeks I emailed eFaucets again and and asked were the refund was and they were very apologetic and said the refund would be made within 24 to 48 hours. This response was received late Friday 9/3/14, so I figured the refund would be made by the end of the next Tuesday. It is now Friday and no refund. After these problems began I have found that there are hundreds of complaints against this company for exactly this issue, so I am not alone with this problem.Desired Settlement: I would like a prompt refund. I do understand that their policy is for a 15% restocking charge.

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 returned Price Pfister (RT6-5DFK) We have been in contact with our warehouse to locate the valve (0X6-150R). If you can provide the return tracking we can expedite the credit for this as well.

Consumer

Response:

On Mon, 10 Nov at 8:33 pm , [redacted] wrote:I finally received my final refund two days ago, thanks for your help.

Review: address co gave for refund not valid will not provide a valid address to return product will not return calls or emails will not refund this product

On August 20, 2014 I purchased a $444.38 roman tub faucet from Efaucets.com which is a subsidiary of eimprovement.com On September 2, 2014 the faucets arrived in the wrong color. on September 3, 2014 I contacted faucets.com numerous times by phone and email for a return authorization. Due to NO response from efaucets.com on September 18, 2014 I disputed this charge with American express. I contacted efaucets.com and notified them I was disputing the charge with American Express. Additionally, American Express contacted efaucets.com. On October 5, 2014 I received a Return Authorization from efaucets. On October 7, 2014 I shipped the faucet back to THEIR manufacturer in Canada and was billed $40.33 shipping. on November 3, 2014 I was notified by UPS Canada that Efaucets refused to pay the duties & taxes owed on the returned item. UPS notified me that if the duties & taxes were not paid they would destroy the item. Therefore, at the advice of American Express I paid $81.94 in duties & taxes to Canada. In the meantime, UPS called efaucets.com ###-###-#### numerous times for a valid address of their vendor since the address on the efaucets.com R.A. was an non-existing address. Efaucets did not return their calls to provide a correct address for the return, therefore UPS shipped the item back to me. I have contacted efaucets.com numerous times to get my refund & to return their faucet; there has been NO call back from them to date and as of 11/10/2014. I made this purchase in U.S. but efaucets.com assessed me with the duties & taxes to Canada, they have made this return impossible by not providing a proper address for the return and now they will not return any of my calls regarding this transaction. Efaucets.com nor eimprovement.com will refund me the purchase of this faucet. All the facts above are documented by emails, phone records and receipts.Desired Settlement: $526.32 = price of product ordered $444.38 plus payment for duties & taxes to Canada to return item $81.94. Since the address the company gave to return the product is invalid & company never returned calls for a proper address - I should not be assessed any further shipping fees and should be refunded the duties & taxes paid by me.

Business

Response:

[redacted], On November 17, 2014 we had a UPS call tag issued to bring the item back into our Denver warehouse. RGA # [redacted]We have received this and have advised our accounting department to issue immediate credit.

Review: I ordered 2 faucets from eFaucets.com ([redacted]), which in the picture shows a single loop handle. If you Google the model number ([redacted]) you'll get this Amazon result http://www.amazon.com/Kingston-Brass-[redacted]-Centerset-Lavatory/dp/B0026ZPLSS and it shows and states single loop handle as well. The items I received share the same model number, but are not the correct items. The ones I received have a flat handle shown on the box (I have an image I can send upon request), which likely means that I received an older version of the same model number.

It's s simple issue to correct and I've attempted numerous times throughout the week to get it resolved. I've spent a lot of time on hold waiting for someone to pick-up even though the recording said I was "next." When finally reaching someone, I was assured that the issue would be resolved in a timely fashion and after again following back up with them I heard no response until I sent another message with a more serious tone. I only sent this after trying again numerous times yesterday to reach someone at the company and I could not get through to anyone.

They are not only dragging their feet, but they made me jump through hoops by having to contact the manufacturer, which took more time and aggravation and still nothing was resolved.

I initially wanted a fair resolution with an exchange to the right item. I wanted what I ordered and that's not what I received. At this point, knowing how this company operates and how little they care about their customers, I want a full refund.Desired Settlement: I initially wanted a fair resolution with an exchange to the right item. I wanted what I ordered and that's not what I received. At this point, knowing how this company operates and how little they care about their customers, I want a full refund.

Business

Response:

Dear [redacted],

We

can completely understand your concerns and apologize for your dissatisfaction

with this order.

Our returns department has requested pictures of the box to show that you were sent the incorrect item. Please respond to the email that was sent . As soon as this is received we can process your return & exchange for the correct items.

Business

Response:

Dear [redacted], We have previously explained that Per EOD the loop handle item changed and the only way to get the loop is as a replacement part. They did advise that these were sent out as a warranty. We apologize for the frustration however there is noting more that can be done to remedy the situation as this was a warranty issue.

Consumer

Response:

This was a systemic company issue, not a warranty issue. That's misleading and they're trying too skate their responsibilities.

Review: We on 9/6/2014 ordered a kitchen sink and drain for $499.99 and was billed immediately for the merchandise. We were never told the item was not in stock. Delivery was advertised to be in two weeks. Two weeks later we called and was told the items would not be shipped for another two weeks. I then advised the account representative that I wanted the order cancelled as we having a new kitchen installed and needed the sink right away. I then sent a live chat reiterating my request that night One week later , a email was sent to them again requesting a credit. I then contacted mastercard to dispute the charge. Efaucets still has not credited our money to mastercard as of today,who has provided a provisional credit while they investigate. We have to fill out paperwork and spend our time trying to get this credit back, while Efaucets charged us for an item they never had in stock or shipped. We only want them to credit the charge. This is sleazy business behavior even in these times, in our opinion of course, but I am pretty sure you will agree. Others should be warned of their business practices. Thank you [redacted]Desired Settlement: We want a credit to our mastercard the item was charged on.

Business

Response:

We

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

account. Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 2 business days.

Review: Purchased Kitchen faucet on order # [redacted] on the evening of 7/24. Realized ordered incorrect item number and called the next morning to cancel. Was told item was already processed and turned over to UPS. Would have to return when delivered. Ordered the correct item and both items delivered together on 7/31. Immediately sent wrong item back the next morning. Incorrect item was delivered back to efaucet on 8/5. Conditions where it would take 7-10 days to process refund. It has been now 3 weeks and two days with no refund. Called several times and complained and got the same excuse that it is in process. Still no refund. Will be willing to hire Attorney to file suit for this misfortune for more than the refund is suppose to be.Desired Settlement: Total refund.

Business

Response:

[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.

Review: On 11/14/2013, I ordered a kitchen soap dispense from efaucets.com ( another name for eImprovements.com) but ordered the wrong finish. This item was returned with a return authorization at my cost and a second dispenser was ordered in the correct finish. The second item was delivered damaged via UPS. I contacted efaucet to inform them of my issue and their response to me was to email them pictures of the damaged item. I informed them I needed a replacement for the damaged item. Waited 2 weeks for the replacement item and called efaucet.com when the item did not arrive. They resubmitted the order, when I received it it was again the wrong finish. I called to inform them of the incorrectly sent item, and was given another return authorization and again I returned the item at my expense. At this point I was not interest in dealing with efacuet any longer and just wanted a refund. I did request a refund and as of today I have not received one. I have made serval phone call to efacuets customers service (agents [redacted] and [redacted]) and was told on serval occasion that they needed to check if the warehouse had received the return and would get back to me via email or phone or they would say they had confirmation they received the returned item and I would be getting my refund.

Phone Calls to eFacuets regarding refund:

1/3/2014

1/13/2014

1/14/2014

2/4/2014

2/10/2014

Also sent a written complaint to eImporvements they emailed me a respond that they sent my complaint to efacuets.Desired Settlement: I paid efacuet for the item through Paypal ($31.76) also I understand there may be a 15% return to stock fee. Considering all the grief I have gone through and the expense in returning the items, I want my $ 31.76 in full.

Business

Response:

Dear [redacted],