Eimprovement.Com

Review: This company made it extremely hard to return my product, from waiting several weeks to get the RGA#, to having to put the box that it came in, into another box, and being charged a 15% restocking fee. They received it back on 4-23-14. I waited 6 weeks, hoping to see it credited on my credit card. On 6-9-14, I contacted the company and was told it would appear on my credit card within a week. I contacted them again on 7-16-14 and was told the same thing. I called them again today, 8-5-14 and was told the same thing again. If I had read the reviews on this company before I ordered from them, I would never have done business with them. Some people have waited months for their refunds and are just as frustrated as me. I'm beginning to think I will not receive the refund that I am entitled to. This is by far the worst company I have ever had the displeasure of doing business with.

Product_Or_Service: grid for sink

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like you to look into this company and see how many people they have ripped off!

Business

Response:

Dear [redacted],

We are showing that your refund was issued on 8-5-2014 for $83.30 for the Returned item Whitehaus GR2115 qty 1 less 15% restocking fee. As a one time courtesy we are having our accounting department issue a refund of the restocking fee. You can expect this credit to be issued to your account by the end of business today.

Consumer

Response:

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

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

Regards,

[redacted] Louise [redacted]

On Fri, Aug 8, 2014 at 8:21 AM, [redacted] wrote:

Thank you! There's no doubt in my mind that I would not have received this refund if not for you. [redacted]

Review: I placed an order by telephone on March 31 and paid with a visa card. One of the two items never arrived and on May second when I called to inquire, I was told the Thomas light fixture had been discontinued so I asked for the charge to be reversed. I have called three more times and been assured they were looking into it. If they know the article was discontinued there should be nothing to investigate and my money should have been returned by now Also I think it was unprofessional of them not to notify me voluntarily of the problem with my order (#[redacted])

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:

On Fri, May 23, 2014 at 8:12 AM, [redacted] wrote:

I have finally received the credit, thanks to you I'm sure. You

responded so quickly and got results. I am very impressed. Thank you

again. [redacted]

Review: On January 5th at 6:00pm est, I placed an order. Order #1020252, in the amount of $482.63. On January 6th at 10:00am est, I called to cancel and they (Jen) told me no problem. It hasn't gone out to our sales department which takes about 3 business days before it leaves. Didn't see a credit every day on my account. January 9th, emailed that I haven't seen a credit and they called again. They told me the credit takes 3-10 business days. I was very upset about this but couldn't do anything about it. I kept calling and emailing. Finally, On January 17th I see a credit for $410.23. Did they think I wouldn't check my account?. They owe me $72.40 which they claim now they are charging me a restocking fee!! A restocking fee??? They told me that cancelling would not impose a fee and that's it's not a problem. Now they refuse to credit back the amount due me. This order never left the warehouse, never went into production and I'm disgusted with the emails and responses saying...nothing we can do. I've tried to get a manager involved and no one returns my calls. I've contacted my card company and filed a complaint against this company. How dare they try to rip me off!! This is consumer FRAUD.Desired Settlement: Credit my card back what is due me $72.40.

Business

Response:

Dear [redacted],

We apologize for the issue that you explained in you complaint. We have looked into your concerns and we have seen that you placed your order online and the product page does state "Check Availability" which means that there is either low or no stock available and you should call to see the lead time.

We have cancelled the order however the cancellation is subject to a 15% cancellation fee Per our terms in which you agreed to at the time of order placement. This is our policy and the customer service representative you spoke with on 1/29 advised you of this when she spoke with you. We apologize however there is nothing can be done as we are charged this fee for cancellation from our vendors.

Business

Response:

Dear [redacted],

We apologize however we are showing that you were refunded in full. We are showing that you were refunded on January 17, 2014 $410.23 for the cancelled qty 1 of items Ginger GI4606-PC, Ginger GI4602-PC, Ginger GI4605-PC, Ginger GI4634T-PC & Ginger GI4610-PC less 10% discount & 15% cancellation fee. As a one time courtesy we also refunded the cancellation fee on January 30, 2014 $72.40 for cancelled qty 1 of items Ginger GI4606-PC, Ginger GI4602-PC, Ginger GI4605-PC, Ginger GI4634T-PC & Ginger GI4610-PC. Please see the attached documentation showing that this refund was issued.

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.

Before placing the order I used their chat service to confirm that item is in stock an will be shipped in 24-48 hours. They confirmed and said there are 7 items available in stock. They charged the credit card the day the order was placed (Tuesday). After 72 hours I used the chat again because status said: Processed. Awaiting Tracking Number From UPS. They said that they can't verify anything since their warehouse is closed (Friday evening). On Monday (6 days after placing an error) I called them, they said they didn't shipped because "they had system issue" and will ship it in 24-48 hours. As expected, nothing changed after 48 hours. I called them again and now they said the item is out of stock and should be in 1-2 weeks. By this time I found out this is their normal business practice according to internet - Revdex.com, consumeraffairs.com, complaintboard.com, yelp.com, etc. I wish I read it before. I guess, I am naïve and didn't even expected anything like this from the "Google Trusted Store". Now I cancelled the order and they told me the refund will be issued in 7-10 business days. Seriously? I hope I don't need to write another complain about restocking fee. Also, for all this time, they never send any information about delay of the shipment. They definitely use deceptive marketing practices. I would never buy if I wouldn't get confirmation that item is in stock initially. Or, if they tell the truth at least two days ago, that would be helpful too.

Review: I ordered an item on Jan 4th 2014 and the website said that there were 291 in stock and would ship out within 2-4 days. It has been almost 3 weeks and I have spoke to 4 different people from company about this. Now,Today I was just told that it will be another week before it even ships. This is not even close to the time that they advertise. I still don't have my item.

Actual Chat Today with customer service:

Hi on January 4th I purchased a shower door from your company efaucets.com (order # 1019677). Your website says you have 291 of these doors in stock and ships in 2-4 days. I immediately received an email that said I would receive an email with a shipping tracking number when item ships.

So I waited until Thursday Jan. 9th and still didn’t receive a tracking number so I called your company and spoke to a man who put me on hold then said the warehouse was running a day or so behind but he would email me a tracking number by the next day Friday Jan. 10th.

Monday morning Jan. 13th, still no tracking number so I called again and spoke to a lady [redacted] told me she couldn’t get in touch with anyone but would make sure she would get me a tracking number within 24 hours and then email it to me.

Wednesday morning Jan. 15th, still no tracking number so I called your company again and spoke to [redacted] put me on hold again then came back and told me that the warehouse was running behind again and the item is ready to ship and will ship Thursday or Friday the latest and I would have a tracking number by Friday Jan. 17th.

Wednesday January 22nd, 4pm still no tracking number. Attempted to call but 40 min wait time. So I tried online chat on efaucets.com and spoke to [redacted]. I explained everything above to her and this is the actual convo:

[redacted]: It is possible our website is incorrect and the item is really on back order but let me check

[redacted]: Please give me a few moments to look this up for you. I will be with you shortly.

[redacted]: 291 off count????

[redacted]: Its possible

[redacted]: The order still has not shipped out yet and it is on back order. It is not due in until Friday. And then from friday it will take 24-48 hours to get it shipped back out to you

[redacted]: This is the same thing the past three people have told me from this company

[redacted]: No you just told me they told you it would be shipping within 24-48 hours

[redacted]: I am not telling you that

[redacted]: I am telling you the item is on back order

[redacted]: Why didnt the first three people tell me that

[redacted]: I have no idea

[redacted]: why didnt your website say that?

[redacted]: They may have been given incorrect information

[redacted]: Do you have a number for a manager?

[redacted]: You can call in and request to speak with one at ###-###-####

[redacted]: I will make sure I give this company the review that it deserves and post my experience and will never purchase anything from efaucets again.

[redacted]: I understand and do apologize

[redacted]: False advertisement and worst customer service ever.

[redacted]: No you don’t understand you are not getting screwed around on a product you need and waiting 30 min or more every time you need to talk to someone

[redacted]: Ok

[redacted]: no you are saying I will no recieve my product for close to a month how is that 2-4days?

[redacted]: I do understand your frustration but the answer is still going to be the item is on back order. I can only tell you what I know as of right now

In conclusion I still don't have my item. So much for the website advertising 291 in stock and ships out in 2-4days.Desired Settlement: I just want my item ASAP or a full refund! If it doesn't ship by friday I will call Visa and dispute the charges.

Consumer

Response:

I just want my item ASAP or a full refund! If it doesn't ship by friday I will call Visa and dispute the charges.

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. The order has been cancelled and will be credited in full.

Very poor customer service. They had an item that was out of stock and would not be delivered for several months. I had to call and find out that information. Then I canceled the order and they never refunded my purchase. I had to file a dispute with Amex. When I asked to speak with the accounting department [redacted] said he could not give me that information. Seems like a very untrustworthy company - be careful.

I am writing to report very poor customer service from this company. Item (towel bar) ordered was misrepresented on website. Item received did not match item pictured. The customer representative that I contacted was not in the least apologetic about their error and did not respond to emails for two weeks. It was up to me to keep requesting an update for the return. Finally, today, after I threatened a complain to the Revdex.com, I received a response - a return authorization would be issued and a refund would be issued when returned is received by manufacturer.

Review: I’m seeking reimbursement in the form of a check for $15.62, an expense incurred when returning items that were shipped after eFaucets.com agreed to cancel the order because the items were not in stock and were not expected for another 2-3 weeks, which would have been too late for contractor installation.

In two confirmation e-mails of 11/13/2014, eFaucets.com said my order for two Moen dispensers (at a total cost of $141.90) had been processed, was being prepared for shipping, and should arrive in 3-7 days. After hearing nothing from eFaucets.com for 10 days, I contacted them on 11/22/2014 by e-mail. They replied saying the estimated lead time for shipping was another 2-3 weeks. I replied saying that another 2-3 weeks was unacceptable and asked to cancel the order. As directed in their reply, I called the Returns Department on 11/26/2014. I was told the order would be cancelled and I could expect to see a credit to my charge account in 2-3 days. (Meanwhile, through Moen’s Web site, I found similar dispensers locally and purchased them so the contractor could install them while onsite.)

On 12/2/2014, I received an e-mail from eFaucets.com saying that the dispensers had been shipped. Again, I called the Returns Department and asked if I should refuse delivery. I was told not to do so, as I understood it would have cost me $35. I was advised to accept the package and await return instruction from them in a day or two. Expecting a shipping voucher, on 12/6/2014, I received an e-mail with their standard instructions for returning items.

After I contacted [redacted], eFaucets.com credited my charge account for the full purchase price of the items. However, after contacting eFaucets.com’s customer service about the cost of returning the items, I finally received word that the head supervisor of the call center was willing to split the cost of returning the items with me. The offer was an insult. I should not be penalized for returning the items after eFaucets.com agreed to cancel the order. The fact that they didn’t act in a timely or efficient manner should be at their loss not mine. By eFaucets.com offering to split the return cost, they’ve acknowledged fault but are unwilling to make amends.

I’m requesting a refund in the form of a check for $15.62. I do not want a credit to eFaucets.com.Desired Settlement: Reimbursement in the form of a check for $15.62

Business

Response:

Dear [redacted],

We apologize for the

delay in issuing your credit however due to the [redacted] dispute being found in

your favor we cannot issue a refund to your [redacted] account. We agreed to split

the difference for the shipping the merchandise back.

Per the call center

manager, she has stated that you were due a refund of $8.00 refund.

We feel that this was not reasonable so we are sending

$10.00 via USPS to offset your cost of shipping the merchandise back to us.

Please accept our sincere apology for the delay and we hope

that this refund will resolve your order issue.

Business

Response:

Dear [redacted], We are showing that your account was refunded in full on January 4, 2015 by [redacted] On February 24, 2015 We mailed a $10 dollar refund for the return shipping on February as to the [redacted]s request. We have spoken to the credits department and they advise that no further refund will be issued to your [redacted] account or neither will a check be sent for the remaining amount. We feel this is a case of buyers remorse therefore the return shipping is your responsibility. We have been more than accommodating and per [redacted] dispute rules we are within our rights as the merchant to request return shipping be paid by the buyer. See below.Claim Resolution Process. Once a Dispute has been escalated to a Claim, [redacted] will make a final decision in favor of the buyer or the Seller. You may be asked to provide receipts, third party evaluations, police reports, or anything else that [redacted] specifies. [redacted] retains full discretion to make a final decision in favor of the buyer or the Seller based on any criteria [redacted] deems appropriate. In the event that [redacted] makes a final decision in favor of the buyer or Seller, each party must comply with [redacted]’s decision. [redacted] will generally require the buyer to ship an item that the buyer claims is SNAD back to the Seller (at the buyer’s expense), and [redacted] will generally require a Seller to accept the item back and refund the buyer the full purchase price plus original shipping costs.

Consumer

Response:

Review: I ordered some toilet parts from efaucet.com, which is a website run by eImprovements.com, in July, 2014. My credit card was billed on 7/20/2014. I did not received the parts as expected. I contacted efaucet.com several times and they continued to say the parts were back ordered. Finally, on 10/3/14, I canceled my order and asked them to issue a credit to my credit card. Although they indicated they would issue the credit, I contact them again several times and they kept telling me the credit was held up in their accounting group. At this point in time, I have not received either the parts I ordered or the credit for the charge to my credit card.Desired Settlement: Refund my American Express card for the $44.10 which they originally charged me.

Business

Response:

dear [redacted], We are showing that your account has been credited for the Cancelled item American Standard 047242-2220A qty 1 and American Standard 047242-0210A qty 1 plus shipping. $44.10 was issued to your account on January 19, 2015.

Review: I have returned an order and they have acknowledged that they have properly received the return. However, they will not reissue the refund to my credit card. I have called multiple times over the last 3 months, and they keep saying it will be processed within 24-48 hours. Today I have called them twice and I have asked them to have a supervisor contact me.

Order number [redacted]. efaucets.comDesired Settlement: I would like them to issue the refund that is due to me.

Business

Response:

Dear [redacted],

We are showing that this was credited on August 6 2014 3:44PM) Refund - 248.07

Returned item Moen T3113AN qty 1 less 15% restocking fee.

Review: I returned an item over 2 months ago and I still haven't received a refund.Desired Settlement: Process my return and refund my credit card.

Business

Response:

Dear [redacted],

Your account was refunded for the Returned item LiveX Lighting LVX-1031-91 Qty1 less 12% discount given at the time of order placement, Your refund of $96.71 was issued on June 19, 2014.

We apologize for any unanticipated delays in regards

to issuing credit to your account. We thank you for your understanding as we worked to resolve your return issue.

Review: I purchased a product from this company (operating under efaucets.com) at the beginning of June after confirming with them that they had a very difficult (discontinued) item to find in stock. The following day I called them to confirm shipping info and they admitted that they did not have any of the item in stock.

Since then I've called 4 times over 2 months to get a refund. The phone reps always promise to cancel the order and have their billing department to issue a refund but it never happens.Desired Settlement: I'd like to see the company investigated. Taking over $5,000 for an order they had no ability to fulfill and then taking more than 2 months to refund the money borders on theft.

Business

Response:

Dear [redacted],

I placed an order Tues on November 25, 2014. The order was placed for overnight delivery. It did not come the next day, or the day after that. I called and couldn't reach anyone (it was Thanksgiving time). Then I finally reached someone on Saturday and was told the warehouse was closed and I needed to wait until the following Monday to call back. I tried for an hour to get through that Monday, but no one answered the phone...so I ultimately "chatted" with someone through the efaucet website, where I was told my order had a 2-3 week backorder. I was appalled that no one in the company informed me that an ordered purchased for overnight delivery (with a $130 overnight surcharge!) not only wouldn't be arriving the next day, it wouldn't be arriving for weeks. I requested cancellation of the order and a complete refund, which I was told would be done in 1-2 weeks time. When I asked for a manager, I was told I'd have to call to speak to one (yet I was still trying to get through on the phone...for over an hour). A week later, and I still had not received any email, nothing, indicating my order had been cancelled and a refund was being issued. I emailed customer service, as I still couldn't get through on their phone line. The email response indicated I'd receive an email confirmation. When I called back 2 weeks after ordering, I was told it had been cancelled on Dec 6, but that it is not their policy to send an email confirmation (even though I'd already asked twice for an email confirmation). She said she was sending me one as we spoke, yet it NEVER arrived. A week after that phone call, I emailed customer service and was again told cancellation confirmation was on its way. This is the most horrible customer service I have ever had. I contacted my credit card company and filed a dispute so I wouldn't have to pay the charge, as they charged my credit card in full the day I placed the order. My fear was that the order wouldn't be cancelled in time and they would ship the products and refuse my refund. It is now Dec 22, nearly a month after placing my order online. To date the only way I know my order was really cancelled is my credit card company informed me I have been credited. Efaucets has still not sent me any confirmation.

I ordered a double sink vanity online that cost $1300.00 on January 27, 2014. I had to initiate contact with "eFaucets.com" myself to get an email confimation of my order 3 days later (Jan 30) to get a receipt for this order, which instructed me to call customer service for information on shipping. My credit card was charged for the full price on January 28th. It was not until I made phone contact on January 31st that I was informed that this item was "backordered until March". I called on March 5th and spoke to [redacted] in customer service to learn that the "estimated shipping date was April 4th." I felt that these people were not trustworthy any longer so I cancelled my order that day with [redacted] who promised a full credit refund in 10 days. By March 16th there was no refund so I contacted my credit card company and was encouraaged to wait just a little longer, but no refund was made by March 21st so my credit card company removed the charge and is now making a formal dispute with this company.

Review: My money was taken to order a part for a faucet. after two weeks of them having my money I called to ask where my product was. I was told it cold be another 2-4 weeks more before I get what I ordered and what they took money for. I asked them to cancel this order based on the fact that they could not get it in a timely fashion and they told me that they would have to see if they could cancel it. Finally after a week waiting to hear back from them I called and waited on hold for a half an hour and was told it was canceled but I would have to wait an additional 48 hours to get a simple email stating this. Also it would take at least two weeks to give me my money back. Money I believe they should not even have taken until they knew when they could get the product. I think this company is scaming people to hold onto their money because the very same product they said was on backorder was not because I called the manufacture and got the piece sent to me faster then its taking to cancel my order.Desired Settlement: I would like my money back asap not in a month from now

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 3 business days.

Review: Product purchased over the Internet: Delta Faucet RP61283 Finish: Polished Chrome

Date purchased 3/24/14

Product received was not as described and returned. efaucets.com provided a return label. It was received as noted via email from their company and today by Janel ext 4572

Thirteen emails were sent requesting a refund starting on 3/31/2014 until today. No refund has been issued despite emails it would be.Desired Settlement: $47.13 full refund

Business

Response:

Dear [redacted],

We are showing that the credit for the full amount was $47.13 was issued for the Returned defective item Delta Faucet RP61283 qty 1 on July 14 2014 8:47AM. We hope this resolves your order issue. Thank you,

Business

Response:

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.

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: AFTER VERIFYING CANCELLATION OF AN ORDER 1 WEEK AGO, THEY EMAILED THAT THE ORDER IS IN TRANSIT.

I canceled an order last week because I didn't get any response to my questions and tracking number they gave shows that my order shipped to FL, however I ordered from **. they verified the cancellation. while waiting for the refund, I got an email that the order is in transit. Worst customer service ever.

order no : [redacted] order date : 8/24/2014Desired Settlement: I am requesting a full refund

Business

Response:

Dear [redacted],We apologize that the

Kohler toilet has been placed on an unexpected back order. We work very closely with our manufacturers

and suppliers to be able to provide the most accurate lead time possible on our

site. Occasionally unforeseen circumstances like production delays occur and

end up pushing the expected ship date out farther than was originally

projected. When this happens we do try

to inform our customers of the delay. This was a Non Stock item which means it ships to us from Kohler. We have requested this be stopped at the warehouse as it is being shipped from Kohler. Once we receive the confirmation that it has been stopped we can issue a full credit to your account.

Review: I have tried several times over the past 2 months to get a refund on my towel bar order. I packaged up the towel bar and included all the paperwork that was requested and mailed it back to the correct address. But after 7 weeks have failed to have my money reimbursed to my credit card. I have called and chatted with them and they have promised me 3 times that it would be taken care of, and those 3 times have come and gone.Desired Settlement: Want my money back

Business

Response:

Dear [redacted],

We apologize for any anticipated delay in regards to issuing your credit.

We are showing that the credit was issued on October 11,2013. We issued credit for the returned Kohler K-11271-BN less the 15% restocking fee, $70.06 was issued back on the card that was used for the order

Review: Placed order online at website efaucets.com for a "Ron-bow" bathroom vanity on November 8, 2013. Credit card was charged $808.00 for the merchandise, with $139.00 for the shipping. A "Discount" of $80.00 was applied to the order. My credit card was charged a total of $866.20 on November 8th.

Item was expected to be delivered around Thanksgiving of 2013. Item was never received due to failure of delivery company to deliver product to residence. Requested refund with customer service in March 2014. Finally received credit of $410.61 on May 9th, with no explanation for why full refund was not credited for merchandise not received. Difference between refund and amount charged on credit card over $450.00.Desired Settlement: FULL Refund on credit card in the amount of $866.20 for merchandise never received.

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.

Review: I placed an order for a part that was told to me by the customer support employee was in stock. After waiting 1 week for the part to arrive I called to see what the tracking shipment number was and the employee told me that they did not have it in stock and that the part is backordered 3-5 weeks. I then told her that I can't wait that long and I would need to be refunded so I can find it somewhere else. She told me that the refund could take as long as 4 weeks to get back. I have now been waiting 5-6 weeks with still no refund. I have called and emailed 5-6 times. The last time I called about 4 days ago the customer service lady told me they would issue the credit today and she was sorry for the delay. However still no refund. At this time I believe I need to file an official complaint on this company. 5-6 weeks and still no refund that's crazy.Desired Settlement: I just want my money back. And I want to have a record of this situation on file if possible to inform other potential customers about this horrible experience.

Business

Response: