Eimprovement.Com

Review: I purchased a product from this company and they delivered it to the wrong address. They acknowledged the error and informed me that they would not be able to rectify the error in a timely manner. we came to an agreement that the item would be returned and I would receive a FULL refund; no restocking fee.

The item was picked returned to them by UPS on Oct 27th. I have a delivery confirmation from UPS.

After many phone calls to the company and many assurances that the refund would be processed, as of this date December 12, 2014, I have yet to receive the credit.Desired Settlement: I would like them to honor their agreement and process this refund immediately

Business

Response:

We are showing that you had filed a chargeback with your credit card company last October and this was credited back for the Returned defective item Duravit D045410-00-001 (basin only) qty 1 less 4% discount $666.00.On December 02, 2013 we Accepted Liability for the remaining amount ($755.40) and you should of received the refund through your [redacted] chargeback. We apologize however we not required to issue a credit once the Charge back is filed with [redacted].

Consumer

Response:

Review: I purchased a toilet which arrived at my house broken. I called Efaucets and requested a refund. It has been 6 weeks and I still don't have my refund. I spoke on the phone with them on 3 different occasions, at first the told me it takes 1-2 weeks, second time they told me 3-4 weeks and the third time 4-6 weeks to get my refund. I just don't know what to believe.

Product_Or_Service: Toilet

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund

Business

Response:

[redacted], We apologize for the delay in issuing your credit , this was issued today in the amount of $ 463.88 for the Returned defective item Kohler - K-3386-0 qty 1.

Review: I recently was looking for plumbing fixtures for a bathroom remodel and came across my best deal for one item at eFaucets. Because I had to spend a certain amount of money to get the free shipping, I added an additional item that was the same price as in the stores. I placed my order and received my confirmation. Two weeks later when I never received any confirmation of shipment, I tried calling and live chatting but no one could answer the question Where is my order. On the fourth week I received a call stating the price they sold it to me was incorrect and if I still wanted this item, it would cost me about 30% more. I tried to explain that it was my understanding that any item offered at a certain price must be sold at that price and this appeared to be a bait and switch tactic but was told that my items would only be shipped if I pay the additional fees.Desired Settlement: I would like them to honor the price they advertised and to be in new condition and not some of the horror stories Im reading on the internet about this company.

Business

Response:

Dear [redacted],

We apologize that you have had this experience

with your order.

We were notified of the cost difference after your order was placed with us.

Our warehouse immediately cancelled this order as the additional cost was not something they could discount.

Our Accounting Department has been alerted to issue immediate credit. You can expect this credit within 3 business days.

Review: On 4/24/13 I purchased two toilets and two seats for a cost of $492.15 ( Order [redacted]). They were returned (by our choice) on 5/13/13 by Ups according to the instructions they provided.

In talking with several customer service people they all verified they were received in the warehouse on 5/16/13.

My refund was to be 85% of the purchase price of $492.15 or $418.33 after the 15% restocking charge. After many calls, on 6/27/13 I finally received and email from [redacted] at eimprovement.com showing they were crediting me $183.60. There is still a balance due of $234.73. Every customer service person I speak with tells you they will follow up and see that we get the remaining refund! I'm still waitinDesired Settlement: Remaining $234. 73 refund to be credited to my credit card

Business

Response:

Dear [redacted],

Review: Item returned, re-stocking fee paid, told numerous times credit would be issued

Business

Response:

Dear [redacted],

Do not do business with this company. Warning to do not business with this company. Horrible customer service. [redacted] is horrible, [redacted] is horrible and [redacted] is also. Should never get paid for so called working. WARNING WARNING WARNING. SAVE ALL YOUR HEADACHES AND ORDER FROM SOMEPLACE ELSE EVEN IF YOU HAVE TO PAY MORE. YOU WILL SPEND HOURS AND HOURS TRYING TO GET MONEY BACK IF YOU NEED TO RETURN., COMPANY IS HORRIBLE

Review: I attempted to buy a sink from eFaucets. After they took my payment, I was lied to re: delivery, then was denied a refund when they failed to deliver.

I called eFaucets to place an order on June 23rd for a Kohler sink. I agreed to take my second choice of sink because I was told the one I really wanted was on backorder until July 8. I needed a sink ASAP and July was too far away, so I agreed to take a different model which was out of stock only until June 17. I was assured a sink would ship to me June 27, so I placed the order.

By July 3rd, I received no sink, nor any shipping confirmation, so I called eFaucets and was assured it was shipping out that day.

I called a third time on July 8 pretty upset. My kitchen remodeling was stalled at this point and I needed a sink. I and spoke to [redacted] and [redacted], who assured me the sink was shipping that day (July 8) AND that [redacted] would contact me via email that afternoon with an update. She never contacted me via email, of course, that was a lie.

The morning of July 9th, with no sink or shipping confirmation from eFaucets, I drove to a local Kohler store and purchased a sink in-person.

At 11:00 a.m. July 9 with STILL no shipping confirmation from eFaucets and a sink already bought in person from another dealer, I called efaucets to cancel the order. The employee on the phone was very rude and put me on hold for a long time. I was given the run around and told I could not cancel the order since it had already shipped. Of course no one could give me a tracking number because it had never shipped to begin with. I pressed them for this information and could not get it and demanded a cancellation.

When I hung up the phone after a conversation lasting at least 25 minutes demanding a cancelation, I was THEN emailed shipping confirmation on an order I HAD ALREADY CALLED TO CANCEL.

Suspecting the shipping info was bogus, I called the shipping company ([redacted], tracking #[redacted]) and sure enough, the sink had NOT shipped and there was no such pick-up with that number to my address on the books. All the employee at eFaucets had done was print a shipping label and emailed me the tracking number when I attempted to cancel the order. IT STILL HAD NOT SHIPPED and I didn't want it anymore anyway, as this was a time-sensitive project.

If by chance this package does eventually ship, I will be refusing the package and have told eFaucets accordingly. Of course they were rude about it and implied I had to take their product and they would not give me a refund. (I have already spoken to a rep from the shipping company who assured me I do not have to sign, nor accept the package and I am also in the process of disputing the eFaucets charge on my credit card.)

This whole online eFaucets business appears to be a scam. They have kept my $524.25, never delivered my sink and refuse to cancel or refund my order despite my having made other arrangements.

[redacted]Desired Settlement: I would like a refund for my purchase in the amount of $524.25.

Business

Response:

Dear [redacted] ,

We are showing that this was delivered and signed for on July 29,2013. Please see the attached document that shows delivery. We apologize that we were unable to cancel this when you called on July 9, 2013 but as you can see from the shipping document we did advise you that it had already shipped.

Revdex.com gives this business an A+ when more than 96% of customers are unlikely to recommend this business to others. Seems the Revdex.com rating is not based on reality.

efaucetsmail.com, (eFaucets) offered a product they could never deliver. After purchase, efaucetsmail.com took funds from my account, will not deliver the product purchased nor will they provide refund.

Contacted eFaucets two days after placing the order to obtain traking number. At that time the eFaucet employee told me there is no product to deliver. After addition discussion the employee said a "request for refund' was submitted to their accounting department and that I will receive refund in 10 business days. Immediately concluding this conversation with the eFaucets employee I placed a second call to eFaucets to check on the "request for refund" This second eFaucets employee confirmed the "request for refund" is in place with their accounting group and that I will receive refund in 10 days.

Fourteen business days have passed with no refund or product. Today an eFaucets employee told me they would notify their accounting group to issue refund.

Not only do the actions of eImprovements appear to be in violation of Sarbanes-Oxley, they also have all of the appearance of fraudulent intent.

Review: I returned a few products on September 24, 2014. They said I would be refunded within 10 days. It is now December 29th and I STILL have not been refunded. I have called the company 8 times and they assured me I would be refunded on every day I called. I even got an email December 9th saying I had been refunded, and it may take my bank 3-10 days to process. This email was obviously a lie because I STILL have not been refunded. I even try to talk to their credit department and they say their credit dept does not take incoming calls. I am beyond frustrated.... they owe me over $600!!!!!Desired Settlement: I would like to be refunded IMMEDIATELY.

Business

Response:

[redacted], We have refunded you for the returned items these are the transaction ID #' s [redacted] & [redacted](Dec 9 2014 8:01AM) Refund - 565.49 Returned item Delta Faucet T14261-LHD qty 1, Delta Faucet 55051 qty 1 and Delta Faucet T2751 qty 2 less 15% restocking fee & (Dec 9 2014 9:55AM) Refund - 49.90 Partial restocking fee refunded.

Review: I ordered two light fixtures on 10.23.14. The confirmation page said I would receive them the following Wednesday. When I didn't receive them by the following Monday I called and spent 25 mins on the phone for them to tell me "they're boxed up and ready to ship today or tomorrow." By the following Thursday I still hadn't even gotten an email confirmation saying it had been shipped. I called again, spent 40 minutes on hold and then was told, "they are in the shipping dept and ready to go out today or tomorrow..." I explained to the person that I had already been told that the previous time I called and she assured me that I would absolutely get a confirmation email within 24 hrs. That was more than 100 hrs ago.... Where are my lights? I am now getting ready to host Thanksgiving in a room with no lights!!!!Desired Settlement: I would like to receive my order promptly and be appropriately compensated for the terrible service, long on-hold times and horrible experience. I liked the selection they offered but it's clear to me now they have nothing in stock at all. I noticed they had no problem charging my credit card within 24 hrs.....

Consumer

Response:

I am not seeking punitive damages for this experience. I will be satisfied if the company acknowledges that they misled me to believe I would receive my items, and in a timely manner.

Business

Response:

Dear [redacted], We have refunded your account for the Cancelled item PLC Lighting PLC-77747-PC qty 2 less 15% discount, $425.00 was refunded to your account. Thank You

Review: On January 5, 2014 I placed an order with eFaucets.com (subsidiary of eImprovements.com). Order number [redacted] for a Price Pfister faucet in the amount of $149.94. As of February 23, 2014 I had not received the order or heard from the Company of any delays. On Sunday, February 23, 2014 I called to inquire about the order. The customer service representative informed me that they would have to research the order & get back to me which they never did. On Tuesday, March 4, 2014 I called to cancel the order since I had secured the faucet from another supplier. The following week the order was delivered to my residence. I have made at least 7 calls to the customer service department, each time being put on hold for an excessive time period and each time told that they would have to research the order and get back to me, which they never did. On March 28, 2014 I received the following email committing to have UPS pick up the product & get a full refund. As of today, I still have not heard from UPS any after subsequent email's, eFaucets is still giving me a "run around"

From: [redacted] [mailto:[redacted]]

Sent: Friday, March 28, 2014 9:52 AM

To: [redacted]

Subject: [redacted]

Hello,

Per our conversation all fees will be waive on the return due to this item shipping after we requested cancelation. You will receive full credit once we recieve this back into the warehouse and UPS will be out early next week to pick that up. If you live in a safe area and can leave the package on your porch with a note for UPS they will pick it up and have the label in hand.

Thank you,

Sales/Customer Service

eFaucets.com

Direct: ###-###-####

Email: [redacted]

Family of Stores:

www.eFaucets.com - Your Online Kitchen & Bath Store ™

www.HomeFixtures.com - Your Online Home Fixture Store

www.DoorFixtures.com - Your Online Door Hardware Store

www.LightingCatalog.com - Your Online Lighting SuperStore

www.eImprovement.com - Shop For Your Home From Your Home

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, April 08, 2014 9:13 AM

To: [redacted]

Subject: Re: [redacted]

I just emailed that department to get the RGA issued today. I do appologize for the delay I am not sure why this hasnt been issued as of yet.

Thank you,

Sales/Customer Service

eFaucets.com

Direct: ###-###-####

Email: [redacted]

From: [redacted]

To: [redacted]

Sent: Monday, April 14, 2014 7:50 AM

Subject: RE: [redacted] – yet another week goes by & another unkept promise from eFaucets. Would you please follow up to get this UPS return label generated.

[redacted] ###-###-#### - office

###-###-#### - cell

It looks like we are waiting on the information from the manufacturer I have emailed my returns department to follow up with them.

Thank you,

Sales/Customer Service

eFaucets.com

Direct: ###-###-####

Email: [redacted]Desired Settlement: Return product & obtain credit card refund

Business

Response:

Dear [redacted],

We

apologize that you have had this experience with your order. We are more

than happy to investigate this further and try to work towards an Appropriate

solution. As a courtesy we will be waiving any restocking fees for this return. As our customer service representative did advise you we are waiting on the manufacturer for the return authorization. We have asked that this be expedited, please accept our apology as we have requested this and does take some time to receive this information.

Consumer

Response:

On Mon, May 5, 2014 at 10:39 AM, [redacted] <[redacted]> wrote:

Review: I returned two light fixtures (from order #[redacted]) and a medicine cabinet (from order #[redacted]) and have not yet received a refund. I contacted efaucets and they confirmed the items had been received and told me I would receive my refund. I have contacted them several times since then and was told each time that I would receive my refund but I have not received it as of yet. The last two times I contacted them, I was told I would receive my refund within 24 - 48 hours but that did not happen so I am filing a complaint.Desired Settlement: I just want my refund.

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.

Review: I purchased online a Robern medicine cabinet model MT20D4MDBN on the seller's e-commerce website. Several days later I received an email from [redacted] in the sales department saying the item was discontinued and the order couldn't be fulfilled. When I emailed back asking that the seller replace the item from another source, [redacted] then responded that the item I purchased was on a "fire" sale and that someone must have purchased the last item prior to me... and they no longer had any inventory of the item.

I went on the seller's website and discovered that the identical item is in fact offered for sale - but now at a higher price point. Therefore, the seller lied twice both times using the excuse that they had no more inventory.

I called the seller's customer service number and informed them that their website is showing that there are TWO medicine cabinets (in stock) with the same model number, for sale. Once again I got an email response from [redacted], this time saying they're a different model. I wrote back pointing out the model numbers are the same. [redacted] followed up with an email that the item I had purchased came from a RETURNED or open box inventory. This is again a deceptive practice as the disclaimer on the item I purchased, it was written, among other things, that the item was "100% brand new, sealed box."Desired Settlement: The item model number MT20D4MDBN I purchased from the seller was for $514.68. The seller refuses to deliver the item for the purchased price and now asks $1,014.30 for the same item. I want a store credit of $499.62.

Business

Response:

Dear [redacted],

Review: On December 24, 2013 I ordered a shower base from efaucets.com. When I submitted the order online, I got a message that said I would receive it within 7-10 days. On January 4, I called efaucets customer service to get a status update on when I would get it. I was told by the representative, Maggie, that the item was on backorder and it would not ship until the end of January. I told her I could not wait that long for it and asked for a refund. She said she would send an order to process the refund and I would get it in "seven to ten days." I called on January 11 to inquire about the status of my refund and was told that it had been approved and I would get it the "week of the twentieth."

First--I don't understand why a company would advertise a product stating it would be received within 7-10 days if it is not actually available.

Second--they charged my card without the item being available--on the very day I ordered it--but say they cannot issue a refund for a least 16 days after I cancelled the order.

I realize that my refund my be processed by the time the company receives this. I believe they are practicing unethically and should be required to be truthful about product availability and promptly process refunds.

During both of my calls to customer service I was told that there is a note on the item that says "check availability." As I am ordering online and the message I got when ordering said I'd receive it in 7-10 days, I did not see a reason to call to confirm that their advertising was accurate.Desired Settlement: Immediate refund and compensation for the delay in my project, which has cost me as I have to have my plumber come out on a separate occasion to install the base. This cost will be $135.00.

Business

Response:

Dear [redacted],

We are showing that credit was issued in full on January 13, 2013 at 8:41:36 AM for the Cancelled items Kohler K-9337-NA qty 1 & Kohler K-9996-95 qty 1 less 5% discount given at the time of order placement.

Review: I bought a porcelain sink and it arrived cracked in two. They promised to provide a refund but have not despite multiple contacts.

On April 13th 2013 I bought a porcelain sink and custom vanity unit from them (order number [redacted]). They proimised it would arrive in 6 weeks but did not arrive for 12 weeks. They provided insufficient communication around why it was not delivered. Once it was delivered we opened the boxes and the sink was cracked into two pieces. We called to get a refund/replacement and it took over a month to get this authorized. To this date (November 2013) they have not actually returned the funds to us. Then we bought a second sink of the exact same type to replace it. That sink arrived 6 weeks later and was cracked into about 6 pieces. We contacted them for a refund and again we have not received a refund. Our ask is to get refunds for both the sink and also the vanity unit. As we cannot get a sink from them its pretty much impossible to use the vanity unit. I have been in contact with them dozens of times. Each time they promise to process the refund but never do. When I contact general customer support by email they tell me I will hear from the refund department which I never have.Desired Settlement: I would like a refund for both of the broken sinks and also the vanity unit. Only this one sink can be used with the vanity unit and as they have been unable to provide a working sink we have now no use for the vanity unit. In total we have spent over $2000 with them and have no working sink or vanity unit.

Business

Response:

Dear [redacted],

We are have looked in to the scenario you have presented and the shipment was signed for upon delivery as having been received in good condition and since no damage was noted on the bill of lading or receipt of delivery, as is explained in our terms, you would need to file a damage claim with the shipper, Roadway freight. This was explained to you in detail via your order confirmation email & when you called into our call center. As a courtesy we are offering to credit your account 1/3 credit of the damaged item. This credit was issued on Monday, October 28, 2013 in the amount of $220.00 for the defective item [redacted] qty 1 less 4% discount given at the time of order placement. Per our Terms, all orders/shipments must be inspected for freight damage prior to signing for the shipment and any damage must be noted on the bill of lading/delivery receipt and/or the shipment should have been refused as damaged. We aplogize however there in nothing further we can do at this point.

I placed an order for a countertop hand towel stand on 29 DEC 2014. The website stated that the item was instock and would ship in 24-48 hours. I saw the charge for this item on the credit card on 31 DEC 2014. Order confirmation was the last communication that the company initiated to me. I used the email link on site to request information about my order and was told that it would ship 1/23/2015. I did not receive the item, nor were they able to provide a tracking number. I stopped emaling because I could not get a reliable response and started calling with each call having a minimum of 20 minute wait time. I was told that that it would ship on 2/10, 2/13. When I called to request to cancel the order, I was told that it was shipped on 2/10 but they were unable to provide a tracking number. I was not permitted to cancel the order as it has been shipped. Today, I called and was told that it shipped on 2/17 (this morning) and they were finally able to provide a tracking number. I am uncertain that if I did not keep calling this company, that I would be receiving anything at all. Note that they did not once communicate to me on their own that item was backorderd/not in stock, yet they charged my credit card soon after the order was placed. I will wait to see if I do get the item that I ordered as seriously doubt that this business is reputable. I hope that the item is what I have ordered as I do not want to have any further communication with this company if at all possible. I cannot and would not recommend doing business with this company.

Review: Refund Issue - An unreasonable or excessive delay in completing a refund.

Order confirmation June 11th and shipped June 13th. Delta Faucet 9178-AR-DST.

The Delta Faucet received had a finish blemish, I contacted eFaucets customer service requesting for a refund.

I was told in mid June they could not process my refund because their Waco warehouse was under an audit, I must wait 2 weeks.

Contacting eFaucets customer service again after June 24th, they stated I must wait until the audit is completed.

Finally after multiple contacts to customer service I was provided a Returned Goods Authorization Number.

The return shipping address provided was to Delta Faucets [redacted], not the [redacted] warehouse as first stated I was waiting for an audit completion.

The returned faucet was received by Delta on July 18th. I contacted eFaucet customer service on Aug 6th, they stated they just received an authorization for refund

from Delta, and the eFaucets Credit Department must issue an authorization to customer service to process my refund.

A week later I called eFauctes customer service again and they stated they would submit a refund within 24/48 hours.

On Aug 26th, I received a refund confirmation email.

On Aug 28th I received my refund from eFaucets.

eFacuets.com Return Policy states: "You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return".Desired Settlement: Refund received. I would like this complaint documented as "Refund Issue, unreasonable or excessive delay in completing a refund". They do not mention their delay tactic to stall one from returning the defective product. Very shady and unethical business practice.

Business

Response:

Dear [redacted],

We are showing that credit was issued on August 26,2013 for Returned defective item Delta Faucet 9178-AR-DST qty 1 for $222.33.

I placed an order with efaucets in October and received 2 of the 7 items ordered, I cancelled the rest of the order after calling numerous times to see where my order was. I cancelled on November 13th and it is now December 7, 2014 and returned the 2 items I received, I have yet to be credited for the items returned or the cancelled order. They will not credit my account and tell me that its with accounting. Communication is little to none on their part and all on my part. I will not order from them again. The order was over $700.00

This company is terrible to deal with. Their customer service is quite possibly the worst I have experienced EVER. We ordered faucets and a sink for a remodel and have had nothing but problems ever since. If absolutely anything goes wrong with the order you will have to pay return shipping AND a 15% restocking fee. If the error were on the part of the customer, this would be no problem. Afterall, this is the return policy they advertise. Unfortunately, the company finds a way to link anything and everything back to the customer (even through outlandish claims and accusations) simply to save themselves from having to re-ship damaged items or make things right with the customer. They are not looking for return customers but rather getting one-time large purchases from home improvement customers. Please do not be fooled by the fact that you can make a payment through Amazon (of course a trustworthy retailer). If you order anything from this company, be prepared for DAYS OF HASSLE, not getting the correct order, and a loss of money. DISASTER, DISASTER, DISASTER.....The worst experience ever!

Review: I ordered ONE faucet from this company. When I got to the checkout they said they were having site issues, and to to try to process again if it didn't go through. In fact, I resubmitted the order a number of times. Afterwards I also tried to call, with no confirmation of the order, I looked on the site for a link to tell them what happened, and again no confirmation although I submitted that form multiple times. When I received my order, they sent me two faucets.I called to try and return it.

A very nasty young lady told me that she would waive the restock fee but I had to pay the freight. I Objected, saying this entire thing was their problem and even common sense would dictate that a person would order 2 times within a matter of seconds, in fact, their own website stated they had problems with it.Desired Settlement: Giving me an rma number to return the 2nd faucet with prepaid freight by Ups, usps, or FedEx ground.

Business

Response:

Dear [redacted],We apologize for the confusion as our order processing is not aware of duplicate orders until the customer informs us of the issue. We have set up the return for you and all fees will be waive upon this return. RGA# [redacted]