Eimprovement.Com

Review: We ordered a vanity. After a wait of about 30 days for delivery the vanity arrived. I unboxed the vanity 2 days later and discovered the marble vanity top was cracked and there was damage to the woodwork. The product had clearly been damaged prior or during transport.Desired Settlement: We have made several calls and emails to the company for resolution but they are not returning our calls in spite promises to do so. We are getting the run around. It is very difficult to get through to customer service. We want the product picked up and our money refunded.

Business

Response:

We apologize that you have had this experience

with your order.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 are currently working with the manufacturer to try to find a solution. Please allow us time to investigate this damage claim further.

Consumer

Response:

Review: I purchased faucet parts and my credit card was charged for these products.

eImprovement.com notified me that these products were not available and has not refunded my payment.Desired Settlement: I have e-mailed the company several times to request a refund.

They just send notices to contact the sales department to discuss the issue.

I would like an apology and a full refund of my money.

Consumer

Response:

On Tue, Dec 2, 2014 at 8:21 AM, [redacted] wrote:Hello Bradley,

Review: I had purchased two items from efaucets.com on May 25, 2014... Item 1 was Grohe 27807EN0 shower head, and Item 2 Mountain Plumbing UNVDISC-PN tub drain (order number: [redacted]). I received the tub drain within 1 week, but after a month, I had not received the shower head. I emailed their customer service department several times, but did not get any answers to the status of that product. I called their customer service 3 times, and was told that they could not get ahold of anyone in their warehouse to check on the shower head. A fourth call to customer service on a Friday (day 54), got me [redacted]. I asked them to cancel the order and please refund the price of the shower head ($97.30). She kindly told me that she canceled the order and she would send this information to the accounting department, and it would take 24 hours for them to process this information and that the purchase price would be refunded to my credit card. Two weeks have now passed, and I have still not seen a credit and efaucets.com can not tell me what the status is on this.Desired Settlement: Since the product described above was never received, I would just like the price of the produ5ct refunded.

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 would like to thank the Revdex.com for helping me resolve this issue with eImprovement.com.

Review: On 12/07/13 I placed an order online to eFaucets.com for a Vanity Top. My order number is 1007957 The total for the order was $182.13. This amount was deducted from my credit card (Visa) on 12-7-13. I waited 3 weeks for the order to ship and when it had not I called customer service to inquire. I was told that the order was backordered and would not be available until the end of January 2014. I then asked to cancel the order and have my money refunded. I was told that this would be done promptly. Since then I have sent 2 emails to the company requesting my refund (neither was answered). I have also made 2 additional calls to customer service and was told each time that my money would be refunded and that I would be notified by email when it was done. One call was made the end of January and the last call was made Wednesday the 26th of February. To date my money has not been refunded.Desired Settlement: I wish to have my money refunded promptly.

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. Your account has been credited for the Cancelled item American Standard CMM3119.611 qty 1 plus shipping, $211.13.

Consumer

Response:

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

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

Thank You for your help. I got a notification from the company today indicating my money has been refunded.

Review: My original order (#[redacted]) with efaucets.com was on 1/27/2014 for $2991.93. All items were listed on their website as being in-stock when ordered. I received a partial shipment on the morning of 1/31/14 and called efaucets to inquire about the remainder. The CSR assured me that the remainder of the items would be in a second (freight) shipment coming the same day. The second shipment was missing three items: 1x Kohler K-T10582-4-CP and 2x K-T10583-4-CP which totaled $564.04. I contacted customer service again, and they notified me that the items had a 2-3 week lead time. At this time I asked the rep to cancel the order, and she complied. She said that the refund would be processed in 24-48 hours. After a week of waiting, I contacted the company asking about my refund, and they told me that my money would be refunded "in the next few days." After another several days waiting, I called again inquiring about my order. The CSR notified me that the refund could take up to 20 days to process and apologized for the other reps giving me “misinformation.” At this point, I started to look up complaints about this company online. There are countless complaints alleging that the company has taken months to refund customers money for returned or cancelled items. I then filed a complaint with my credit card company and notified efaucets that I had done this. I received an email within minutes saying that I should see a refund within the next business day. They processed a refund for $479.43, which as the customer service rep tells me is the original purchase amount less a 15% "cancellation fee." From what I can tell by reading FTC Mail or Telephone Order Merchandise Rule 16 CFR 435.2, this "cancellation fee" is an illegal practice. The company 1)misrepresented their lead time on the item, 2)did not notify me about the delayed shipment, 3)and did not refund the original purchase price.Desired Settlement: An additional $84.61 returned to my credit card.

Business

Response:

Dear [redacted],

Review: Item associated with order [redacted] was returned in April. Return was received by vendor on April 26, however, credit refund has yet to be issued despite multiple responses from Customer Service indicating refund will be issued within 2-3 business days.Desired Settlement: I would like to receive credit refund due.

Business

Response:

Dear [redacted],

Review: On 12-2-2013 I ordered a Broan 565 medicine cabinet for a customer I was doing a bathroom remodeling job. I ordered the item Via the phone, and the salesperson said it would take two weeks to receive it. I placed the order and was billed for the item believing I would have it before 12-25-2013. Now every time I call Efaucets they give me the run a round, they stated this was a special item and they do not know when it will arrive. It is now two months and I want to finish the job for my customer. the order # is [redacted]. Please help me, I thank you very much. Andre MuleDesired Settlement: ORDER # [redacted]

Business

Response:

Dear [redacted],

Beware of this business they will rip you off
I bought an item that did not work for me so I had to return it and they charged me 200.00 for restocking fee ,If thats not a rip off I'm not sure what is.

Review: Order confirmation arrived via email on 10/19/15. Email & photo of defective tub was sent to vendor on 10/27/15. Email from vendor was sent to me with an attached (return label) LTL Bill of Lading. On 11/2/15 the defective tub was picked up by vendor's trucking carrier. On 11/11/15, I began emailing and calling vendor to find out when a refund would be issued. I was told several times ( 6 document by email, about 8 phone calls) my refund was in process. On 11/18/15 via email I was told a refund would happen in 7-10 business days. I called today 12/2 and was told they can't process my refund until there're paperwork is completed. I questioned how long it would take and no one will answer my question.Desired Settlement: Refund me $ 729.23 for defective tub that was picked up by vendor's trucking company on 11/2/15.

Business

Response:

Dear [redacted], We are showing that the second Tub shipped to you on Estes Express PRO # 0419551181 was not refused as you have stated. We are showing that it was signed for as in good condition on 11/16 and is in your possession. Estes has not informed us or the warehouse that it was refused by you. The information provided to us via fax is not correct. In order for credit to be issued the return the second tub must be received. Please see attached Doc showing your signature & date of delivery.

Consumer

Response:

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.

Upon reviewing the attached delivery receipt, your records are incorrect. Estes your selected trucking company delivered this shipment to JC Porter Construction Company (Zero Relationship to Porter Buckley Construction Group) Google it. [redacted] the person who signed for this shipment is not related or employed by Porter Buckley Construction Group. You should contact JC Porter Construction Company at ###-###-#### or contact [redacted] directly at ###-###-####.

Review: I ordered product from efaucets.com. I had to return them as I had ordered the wrong product. I have shipped the product back to the company per their instructions. I have had nothing but the run around from the company in an effort to get my refund of $358.07. First, when you call, they put you on a 72 minute or more wait. When you try to e-chat, the chat online doesn't work or if you do get in they also give you an excuse, like our claims department has to review it. When you get to talk to someone, they tell you that they can't refund you because the warehouse has to issue an rga number and that can take up to a week. The instructions to return are outrageous like if you write on the box, you have made the product invalid. It has to be sent back the way they sent it to you and the mystery RGA # has to be on the outside of the box. After you go through all of this, they'll tell you the 'claims' department has to review it. As of this writing, I still have not received my refund. Here are all the details of my order:

Order #[redacted]

Amount: $358.07

RGA# [redacted]

Here is how the product was shipped back to Efaucets. We received the product in 2 boxes so we sent them back in the same manner:

Box #1:

Tracking #: UPS Ground, [redacted]

Shipped: 2/24/15

Contains Items #[redacted] and #[redacted]

Box #2:

Tracking #: UPS Ground, [redacted]

Shipped: 3/3/15

Contains Items: 020-WHCH Price Pfister Shower HeadDesired Settlement: I want a 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.

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 purchased a Bemis toilet seat, order#[redacted] in September of last year. It was the wrong color and I requested a refund on that order and ordered,and payed for another seat the correct color. I followed all return instructions with the RGA# and returned the product on 9/26/2014. efaucets received the returned product on October 1, 2014. I called on 11/11/2014 to check why no credit had been received and was told they wound check with the warehouse to find the returned item. I never received an answer. I called on 1/7/15 to complain, after a long wait on hold, and was told that they would credit my account in 2 days. It has now been 2 weeks and no response. Because of long projected phone wait time (over 1 hour) I sent an email complaint message 2 days ago and have not received a response. Customer Service and refund response from this company is totally unacceptable.Desired Settlement: Full refund because of the continuing delay and non responsiveness of this company.

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:

[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 have received the refund/credit.

Review: I returned a faucet that was unopened due to change of mind. It was purchased on my DI card on 11/3/14. I followed explicit instructions for it's return and included the "RGA"# that was requested on the package (RGA #[redacted]). The faucet was mailed on 11/11/14 after I received the RETURN INSTRUCTIONS letter from efaucets.com and UPS provided proof of delivery on tracking #[redacted]; it was received @ E.improvement on 11/17/14 @11:12 a.m by "Morgan". I notified my credit card co. (DISCOVER CARD) after a few weeks as I had still not received a credit for the returned merchandise. Again, the inside box was unopened, intact with none of the plastic wrapping around the faucet opened. After my phone call to E.Improvement in December, 2014, the phone representative indicated a credit would be given. The credit FINALLY did appear on my Discover card statement on 1/22/15 for $73.50. I received a letter on 2/4/15 from DI card, they are now telling me that the the transaction was 'valid'. Why, if it was 'valid', was I not told by the E Improvement representative at the time when they had agreed to the credit. My dispute is with e.improvement for a return of the $73.50.Desired Settlement: Stated above

Business

Response:

Dear [redacted], A Refund -$ 73.50 was issued on January 22, 2015 for the Returned item Newport Brass NB105B-20 qty 1.

Review: I could have also chosen Customer Service Issue - failed to provide assistance but I could only choose 1.

order # [redacted]

I ordered shower doors in on 01/02/15. Projected delivery date of 01/10/15. On Jan 17, 2015 they still had not arrived. I was never contacted with any updates and never alerted that there was a problem. I emailed efaucets and sent a message through the chat option. Never received a reply, Called and spoke with someone on 01/18/15. They didn't know where the order was but told me they would call me back on Monday, 01/18/15. Never received a call. Called back on 01/20, waited on hold for 70 minutes, then I was told my order must have been lost or damaged. They didn't know. Put back on hold for 15 minutes. Unable to determine where my order is or what happened. Took zero responsibility for the lost order and took zero responsibility for not communicating any of this to the customer. I asked for a refund and was told it would take 30 days. This is totally unacceptable. I requested to be updated on the status of the refund, but it is now 02/05 and efaucets has stopped providing updates and is ignoring my requests for information. I have still not received a refund for this order. I tried to file a complaint through efaucet's corporate website, but unsurprisingly, the page on eimprovement's website where you can enter a complaint is not functioning properly.

I'm extremely frustrated by how long it is taking to get a refund for a product that was never delivered, and I'm shocked at the total unresponsiveness of efaucet's customer service.

[redacted]Desired Settlement: 1. I want to be refunded for the shower door purchase.

2. I would like to be contacted by efaucets with an explanation of why they did not assist me and what actions they'll take to improve their customer service

Business

Response:

Dear [redacted],We are sorry to hear that you are having this experience with your order. 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 for any unanticipated delays in regards to issuing credit to your account. We are working with our warehouse to close this lost shipment claim so we can instruct our Accounting Department to issue immediate credit. You can expect this credit within 3-5 business days.

Review: I ordered a sink from efaucets.com on March 17,2014. I was not told it was on back order at the time. My receipt shows I was only awaiting a tracking number for shipping. Several weeks passed and no sink came. I called and was told that the sink was on back order until May 15th. Upset about the misleading business practice but needing a ama corner sink we decided to wait. In late April, I called to get the status of the order. I was sent an email response stating the sink would arrive May 5th (earlier than previously told). That date came and went. I called again and was told it was on back order now until May 26th! Never, during this time, did efaucets initiate contact with us about our order. May 26th came and went and still no sink. I called again on June 3, 2014 and finally asked them to cancel the order because our contractor (as well as our family) had waited far too long for a sink! I was told it was cancelled, but that the "warehouse has to confirm cancellation". To date we have yet to get any written confirmation of cancellation. My husband called them on June 4th to confirm cancellation and demand a refund. He was told refund would be back in our checking account no later than Monday, June 9, 2014. It has still not been refunded. We are apparently out just under $400!Desired Settlement: We want our money refunded immediately to our checking account! We have waited over threes the and paid did something this company could not OR would not fulfill!

Consumer

Response:

On Wed, Jun 25, 2014 at 9:36 AM, [redacted] wrote:

I want to thank your organization for all the help in getting my dispute settled! Within an hour or so of you contacting the business in question, I received a full refund! Thank you so very much for aiding in a situation where I saw no end. Bless you.

Review: I ordered a Kohler toliet from online vendor efaucets.com and now have reason to believe that they are not a reputable business. I would like to complain that they sold to me an item that they did not have available to sell, and charged said item to my credit card on 2/27/2014. They are now trying to avoid issuing a credit for this item that was charged to my credit card on 2/27/2014 but never received. I cancelled the order after I was told that it was back order and it would be weeks before it could be delivered. After many phone calls, it was confirmed by their customer service department that I should receive credit to my credit card for this cancelled order within 10 working days. The credit was not processed within 10 working days, and now they say the credit should be processed within 3 working days.Desired Settlement: I want a credit issued to my credit card in the amount of $313.85.

Business

Response:

Dear [redacted],

We apologize for the delay in issuing your credit. We have issued credit for the Cancelled item KOHLER K-3979-T-96 qty 1 ($313.85) On April 14, 2014. Please accept our apology as we have credited your account in full.

Thank You,

EFaucets

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: Hello, I had ordered a vanity from an online retailer by the name of eFaucets.com on May 8th, 2014. They told me that the vanity (Foremost Palma) was no longer available from the Foremost Group. Meaning that Foremost was not making that item any longer. Since the vanity was no longer available, they said they were going to refund me the full amount of $688.66 which that included the $139 shipping charge. ($549.66 for the vanity and $139 for the shipping = $688.66). After almost a month of them telling they were going to refund my [redacted] account, on June 4th they ended up only refunding me the cost of the vanity and not the shipping charge of $139. So they still need to refund my [redacted] account for $139.00. This company has no right to charge any fee for the cancellation because I was not the one who cancelled the order due to them not being able to get this vanity any longer.Desired Settlement: All I want is for eFaucets.com [redacted]) to refund me the total amount of $688.66. I don't understand why this is so difficult for them to do. They have already partially refunded me $549.66 for the vanity but they still owe me $139.00.

Business

Response:

Dear [redacted],

We are showing that this was refunded on June 5, 2014 in [redacted]. See the attached [redacted] transactions for this order.

Thank You,

Transaction ID [redacted]

Total Refund Amount $139.00 USD

Note to Buyer: Shipping refund.

I've done business online with multiple companies, but never have I ever been as disappointed with the communication and service as with eimprovement.com. They are in my experience the worst online fulfillment organization in the US. I tried to contact their customer service to get order status when no shipping notice was given me after 1 week. All I got was a run around about where the item was. Their website provides a place where tracking information is supposed to exist, but all it says is it will be updated soon. Never happened. I decided to cancel my order and when I went to call customer service, my phone call was never connected. All I got was 3 seconds of dead air and then a automated voice that said "goodbye". Went through their chat option next and what was initially said as a 12 minute wait became 40 minutes. If you're looking for good customer service, you won't find it here.

Review: On December 2, 2014 I purchased some items from this company via phone, including (in part) 2 towel bars. The company delivered 2 towel bars to me, but charged my credit card for 3 towel bars. I have contacted them several times (at least 3), and they continue to send the same "canned" response: We will take care of this in 2-3 business days". They have NOT credited my account. In addition, I returned the 2 towel bars that were delivered back to the company, as they did not fit within the space allocated in my bathroom. The company has NOT credited my account for the 2 towel bars. So, they owe me a total credit of $441.69 minus what they call a "restocking fee", for the 2 towel bars that were returned and the 1 towel bar that they originally mischarged to my account. Please help me.Desired Settlement: I simply want my credit card credited as soon as possible. The company has procrastinated for more than a month.

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:

Yes, I finally heard from the company (eimprovement) and they credited my credit card account. Thank you so much for all that you have done to assist in this matter. I think I would still be spinning my wheels if Revdex.com had not intervened. Please take all of the complaints against this company into consideration when reviewing their Revdex.com rating. Thanks again!

Business

Response:

Dear[redacted], On Jan 23 2015 9:22AM your account was refunded $373.67 for the Cancelled item Delta Faucet 77725-SS qty 1 less 6% disc. Returned item Delta Faucet 77725-SS qty 2 less 6% disc and 15% restocking fee. Please accept our apology for the delay in issuing your credit for the cancelled & returned merchandise.

Review: On Oct 22, 2014 I orders a Kraus Stainless Steel Kitchen Sink and was charged 449.95. I called a week later to check the status of my order and an estimated delivery date. At that time I was informed that the sink was on back order, I explained to the Customer Service Representative (CSR) that my kitchen renovation was already in progress and I could not wait for the sink. At that time I requested a refund, the CSR stated that should not be a problem sink it was on back order she stated she would send the request to accounting service and I should see a credit in my bill in 7-10 days. I have call six times since then and sent one email, it has been over 2 months and I still have not received a refund. Every time I call they put me hold to talk to the accounting department and tell me is will be credited to my account 1-3 days. My last phone call was Monday Dec 29, 2014 and was told it would be credited 24-48 hours. I checked my account today and still no refund.Desired Settlement: I would like a refund of 449.95.

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 placed an order for a shower head on 4/23/14 for a shower head. They delivered in June, I returned on 7/3 and I still don't have a refund.

Order number [redacted] with RGA # [redacted]. I returned the product on 7/3/14 through UPS and I have a confirmation that the product was delivered on 7/9/14. I still have not received a refund and my inquiries via e-mail have been unanswered.Desired Settlement: I'd like a full refund for all the issues with this order. I placed the order 4/23/14. They promised delivery in 2-3 weeks and falsely advertised later that it was available. I did not receive it until early June and I had already ordered through another vendor. They processed a return authorization, I returned the product and I still don't have a refund. I have tried to contact via phone and e-mail several times and the phone is unanswered and the e-mails and not returned.

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:

[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.