Eimprovement.Com

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID 10200078, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 I have not recieved a refund from them as of this date at my credit card USBANK VISA.Thier email to me stated three to ten business days for refund. The response to you Revdex.com said two business days. This is the same runaround that I have gotten from them for two months. If the refund is returned to my account then it is acceptable. I feel they are just trying to get the Revdex.com off their back. I hope they are sincere in this matter. Please keep this case open until it is resolved as it may take the ten business days. I will respond back to you as soon as they refund money to my account.
 
Att: [redacted]
 
[redacted]
tel: [redacted]

This was a systemic company issue, not a warranty issue. That's misleading and they're trying too skate their responsibilities.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear [redacted],
  We apologize for any unanticipated...

delays in regards
to issuing credit to your account.  We can completely understand your concerns and apologize for your dissatisfaction with this order. Your account has been credited in full on July 14, 2014 for the Returned defective item Delta Faucet RP61283 qty 1.

[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.]
Revdex.com:
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,
 
[redacted]

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

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.

[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.]
Revdex.com:
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,
 
[redacted]

Dear [redacted],
 
We have requested that credit the restocking fee as this was sent this back to Moen for inspection.
We are showing that a credit of $195.47 for the Returned item Moen TS6720 Qty 1 less 5% disc & 15% rsf was processed
We can completely understand your concerns and apologize for your dissatisfaction with this order.
Please know that we do not intentionally swap products and unless a product
inspection is ordered, we generally do not open the packaging prior to
shipping. We definitely want to get to the bottom of this so that we do
not have this happen ever again.

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

Review: I ordered a shower surround on January 3, 2014 from e faucets.com, the order total was $1112.27 I emailed e-faucets to cancel my order on 1/13/1014 entirely because I called that day and the items had not even been shipped from the factory to e faucets yet. I was told it would not be arriving a my door for at least 30 days which is well within their full refund and cancellation policy. The website was misleading when it said orders leave 24 to 48 hours after placed, it should give a realistic estimate as to time of arrival so customers are not left in a lurch with contractors they have hired. My bathroom project was already in progress and I could not go this period of time without the shower panels. So I cancelled this order # 1019625 on 1/13/2014, and I called to check on my refund the last week of January and [redacted] the customer service agent said she was forwarding the request to the credit department and I could expect a full refund in 7 to 10 business days. I did not receive a refund so I emailed [redacted] again and she responded that she again forwarded it to the credit department and that I would receive a full refund in 7 to 10 business days and to watch my bank account. Well I did not receive a refund but instead on February 17th I received a call from a shipping company attempting to ship the item I cancelled nearly a month before, I declined the shipment and they returned it to e-faucets. I called e-faucets customer service right away and spoke to Edward, who told me he had to talk to his boss regarding the situation and he would call me back, he did not call back that day or the next, I forwarded copies of all my emails with their company proving I cancelled the order to Edward, [redacted], and the Customer Service Department but I have not heard anything from them or received my $1112.27 back. Thanks, [redacted]Desired Settlement: I want a full refund of my $1112.00 credited back to my bank card.

Business

Response:

Dear [redacted],

we have been notified that your credit was issued today for the Returned items Swanstone SS-72-3-022 qty 1 & Swanstone SS-29-010 qty 1 less 5% discount plus shipping. The amount of the refund was $1112.27. We apologize for an inconvenience and consider this order issue resolved.

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.]

After wasting more of my time then the refund amount I don't feel good about this company and I caution anyone who is considering doing business with them.

However, 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: My problem is that I am owed a sizable refund - as follows:

As [redacted], I purchased on behalf of my client, by credit card, four fixtures on 3/15/2013. (1) Moen Faucet 7570 CSL - $261.66, was in fact a discontinued item. I cancelled this item, and was assured by eFaucets rep that a credit would be forthcoming soon. (2) Blanco Sink 518540 - $ 731.25 - arrived 'smashed' and was not accepted by the contractor. It was returned by the carrier; I was offered a credit or replacement - - I opted for the credit, which action was confirmed by eFaucets. (3) Kohler Sink K-2845-1-0 - $689.18 - arrived safely but had to be returned (May 1, 2013) because it was too large for a reconfigured area. eFaucets.com issued me a RGA #[redacted] for the return, and subsequently assured me that a credit would be forthcoming. (4) The 4th item of original order, a faucet, arrived and was installed.

At time of placing the original order 3/15/13, a shipping charge for the two sinks was added - $218.00.

Since early May I have requested by email on numerous occasions that eFaucets.com issue a refund on items 1, 2, & 3 above. Each time, I get a response that the matter has been referred to accounting and that the matter will be addressed within the next 24 to 48 hours. This has not yet happened!!

I have also sent a letter by USPS, on 6/26/13, to the parent company, eImprovement.com, LLC, requesting follow up action.

I have had no substantive response to date.

If further verification is needed, I have copies of all emails and live chats related to this order.

With thanks for any assistance you can provide.

[redacted] - [redacted]Desired Settlement: A full refund on items 1 & 2, including some credit on the shipping charges for item 2.

Plus a full credit for item 3, less a restocking charge if applicable.

As a note - - my business transactions with eFaucets have been positive in the past. I wonder why the current problem??

[redacted] - [redacted]

Business

Response:

Dear [redacted],

Review: I ordered a sink from efaucets on 10/31/13. I wanted it ASAP so I even paid for express delivery.

After 2 days, I did not receive a tracking number so I sent an email to inquire. Efaucets sent back reply via email (which I have on file) stating that the item was backordered until 12/08/13. The timeline would not work for me so I called them back right away on 11/04/03 at [redacted] to cancel the order. The rep told me that she canceled the order, would not give me confirm# when asked but assured me that my credit card would be credited for refund in 2 days.

In the mean time, I ordered this sink with another company and even had to pay higher price for it because I still need to have it installed ASAP.

Yesterday, 11/06/13, I got email from efaucets saying that the sink was on its way. I emailed efaucets back right away again to tell them that I already canceled the order and did not need their sink any more.

Today, efaucets sent me return policy, showed that I have to ship the sink back at my expense and they will also charge me restocking fee.

I got on the chat line and was told by chat rep that "They did not guarantee the cancellation. They contacted the vendor but the vendor already shipped the product and it was my responsibility to pay for return shipping and restocking". As for the "backorder" information given to me, the chat rep claimed that it could change at anytime. I was not informed of information such as "not guarantee cancellation" or " possible change in backorder date at any time" , otherwise why would I ordered from different company and paid more for the item. None of the uncertainty was told to me on 11/04.

I do not feel that I am responsible in any way for the return charges efaucets is trying to impose on me. I think it is very dishonest and efaucets is trying to pass on the expense for their bad management and poor customer service to the consumer.

At 1400 today, UPS tried to deliver the sink. I have refused to accept the package.Desired Settlement: Efaucets needs to reverse the charge on my credit card fully. I am not responsible for the return shipping or restocking fee.

Business

Response:

Dear [redacted],

We are currently looking in to the scenario you have presented, we wanted to let you know that we are looking in to this and have not disregarded your concerns.

We apologize that we are unable to cancel your order. The one downfall of our rapid order processing system is that we are often unable to cancel in-stock orders once they are placed. The orders are immediately sent to the warehouse to be picked, packed and shipped. By the time we received your request to cancel the order it had already been picked, packed and placed onto the UPS truck for shipment. We are waiting to hear from the manufacturer that they received this sink. I have emailed them to advise them of the situation and asked that they expidite your return. As soon as this credit memo is received I have advised our accounting department to issue credit and waive all fees associated with this returned order.

Consumer

Response:

Review: I had placed an order on August 8th with eFaucets.com and on August 10th I was already charged $990.00 on my credit card. When I talked to the salesmen he said that there were 39 items in stock and it would be shipped within two days. I waited for 7 days, thinking that it would arrive at my house. However, over a week has gone by and I haven't received a tracking email. I called efaucet.com on Saturday the 17th and he said that he wasn't sure why it wasn't shipped out because there are 39 items in stock. He said to call back on Monday to find out why. This past Tuesday (August 20th) I called the company again. I spoke with [redacted] at 7 am and she said she will call me back in two hours to let me know the status of my order. Two hours have gone by and I didn't get a call. I decided to call her again at 11am and she told me that she's not sure of what's going on. She said she will call me back and let me know again. I said please call me or email me by the end of business day, so I can know what is going on with the order. Again, she didn't contact me. On Wednesday the 21st, I called and spoke with [redacted]. She said that there was a delay because the item was out of stock. I told her how is that possible when just a few days again, another sales representative told me 39 were in stock. She then told me that the item would get shipped out within 24 hours and I would get an confirmation email. It has been 4 days since then and I still haven't heard from the company.

My biggest complaint is false advertisement. The company should not tell the customers that it will be shipped within two days if its going to take over weeks to get the process started. This is fraud! Also, how can a company charge my credit card when the item hasn't been shipped out. If the item is not going to be shipped in the near future, they should not charge me. I am paying interest while it is on my credit card. Also, this company just ignores your issues. The company does not call you back regarding the problems and they give false information.Desired Settlement: I would like this company to ship my order because it has been over two weeks since I placed the order and got charged. If they do not plan to send me the item then I would like a refund.

Business

Response:

Dear [redacted],

We are showing that this item was shipped /Delivered on 9/4 .

Review: I ordered hundreds of dollars worth of bath fixtures from efaucets.com, a subsidiary of eimprovements. I had to return two items back in May because they were the wrong finish. I had ordered brushed nickel and received polished chrome instead.

I had to call five times to get my refund. They kept telling me it was being processed but I never received the refund. Finally, today after I called and threatened to go to the Revdex.com, I received an email stating my refund was being processed and I was to received $167.00 instead of the $211 I was owed. The original stocking fee in their ad was supposed to be 11% but they charged me 15%.

I feel I should not have to pay any restocking fee at all since I ordered brushed nickel and received polished chrome.Desired Settlement: A full refund for the two items returned in May and a full refund for the item still not delivered on the original order on May 3rd.

Business

Response:

Dear [redacted],

Your credit was issued on June 6, 2013 for the returned American Standard T555.521.002 qty 1 & American Standard T555.430.002 qty 1 less 15% restocking fee. $177.25 was refunded to your account. Thank you for your patients and we worked to resolve your order issue.

Review: I placed an order online on June 21, 2013, received an email confirmation. On June 24, 2013, I called the company to receive expected shipping date, was informed that the product was on back order until August 2013 from manufacture. Was given the option to cancel the order with no cancellation fee, I accepted that offer. Was told would take 7-10 business days to receive refund. I phoned on July 16, 2013 to inquire and was told "It is being processed today". Phoned on July 17, 2013, was told "Accounting is processing this today. You should receive your morning tommorow morning". Phoned this morning, July 18, 2013, was told again "Accounting is processing this today". I told [redacted], the customer service rep I was speaking with, I would like a supervisor. She informed me that "all supervisors are in a meeting and accounting does not take calls" I explained that I found 68 negative reviews online for the same thing within the last 30 days, she then hung up on me. I called back and ask why she hung up on me, she stated "I did not hang up on you. You hung up on me". I explained that I do not appreciate the treatment I am receiving and she simply said "I apologize".Desired Settlement: My full amount paid back to me. Would love them to adopt better policy. The general public can not and should not have to deal with things like this.

Business

Response:

Credit was issued on July 18, 2013 in the amount of $464.85 for the Cancelled item Kohler K-9395-G9 qty 1

Review: Faulty goods received. They accepted responsibility and said they would refund and organize collection of the goods. After several communications (over 2 months) they did not refund or provide a mechanism to return the goods. [redacted] are returning my purchase funds ($592.10) however can only refund if I return the goods at my cost. So I have had to pay $143.58 to ship the goods back to efaucets (EImprovement). I am seeking the $143.58 back as it is not my responsibility to ship their faulty goods.Desired Settlement: Refund of my costs - $143.58

Business

Response:

[redacted], We are aware of your order issue and are working with [redacted] to resolve this. Please allow for your [redacted] dispute to close before credit can be issued. Thank you,

Consumer

Response:

Review: Returned 2 faucets that were the incorrect models sent. Confirmed to have been delivered by FedEx back to distributor on 11/21/14. Was told it takes about a month for refund. Waited a month, sent emails... no response. Took 2 hours after repeatedly getting disconnected to finally talk to someone on 01/13/2015. They said I would get a refund in 3 to 10 business days. It is 02/01/2015. Still have not received refund.

Also...these faucets, which were not the models I ordered, it took over 3 weeks for them to arrange to allow me to send them back. I had to send pictures of the faucets, of the invoice to multiple people. Such a scam business.Desired Settlement: Waiting for them to refund my credit card...

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 by the end of business today.

Business

Response:

Dear Mister [redacted], We are showing that your account was issued a refund on 2/18/2015 at 2/18/2015, 11:02:20 AMReturned defective item Ruvati RVF1218ST qty 2 less 10% disc.Transaction ID: [redacted]Payment Method: XXXX2003Amount: (302.40)

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 order [redacted] on 11/14/14. The company let me know the product was discontinued and they would not be shipping it to me. They billed me for the item but have not refunded my money. I have contacted customer service and they assured me the refund was coming but it has yet to materialize.Desired Settlement: $109 refunded 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.

Consumer

Response:

Review: I returned a faucet purchased on the internet through efaucets.com. Order [redacted]. The faucet was returned on August 19th, 2014. Over the past five months I have been told many times both on the phone and via email that I would receive a refund. The most common response is to expect a credit on my credit card within 4 to 5 business days. More recently the response time would be within 24 hours. They agree I am due a refund. They do not follow through with what they promise.

Business

Response:

Dear [redacted],We are showing that this has been refunded on 1/23/2015For the Returned item [redacted] qty 1 less 15% rsf.Transaction ID: [redacted]Payment Method: XXXX[redacted]Amount: (144.41)

Review: I purchased a kitchen faucet on 7-14-2014 order # [redacted] purchase price $194.01. Incorrect faucet by my mistake. I returned as instructed by efaucets.com unopened repackaged carton on 7-23-2014 by UPS tracking id [redacted]. It was recieved on 7-28-2014 at dock at 10:35AM, signed for by [redacted]. I was to recieve a refund in ten business days credited to my credit card. They have not refunded $164.91 as promised. The orginal price of $194.01 minus 15% restocking fee for a refund of $164.91. I have called twice and been brushed off. I have emailed twice with no response from them. I have put the refund of $164.91 in dispute with US Bank Visa. You attention to this matter would be much appreciated. I see this company has many complaints over refunds. It operates under several business names in your state. [redacted] tel [redacted]

. I see this company has many complaints over refunds. Your attention to this Company's business practices would be much apperciated.

Business

Response:

Dear [redacted],

We

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

account. Our Accounting Department has

been alerted to issue immediate credit.

You can expect this credit within 2 business days.

Consumer

Response: