Home Perfect

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear HomePerfect.comAs previously requested "after the first shipment went missing or whatever happened to it.." , PLEASE CANCEL ORDER AND REFUND MY CREDIT CARD!It's way too late! I no longer need your items ordered had to purchase elsewhereSTOP SENDING ME ANYTHING!I NO LONGER WANT TO HAVE ANYTHING TO DO WITH HOMEPERFECT!!!PLEASE FEEL FREE TO CONTACT THE SHIPPING COMPANY AND/OR LOCAL AUTHORTIES TO HELP RESOLVE THIS!One last time:Do not send me anything, it's too late.Feel free to contact anyone that can help resolve this.Refund my credit card the $for items I have never received.Thanks [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Their answer doesn't answer my complaint! I ordered 3-products totally over $1,They respond with a garbage answer concerning only one of the items! I'm missing 3-items I orderedover $1,Please continue the dispute situation.Sincerely, [redacted]

Your first shipment for this order left on 10/**, which was four days after the order was placedThe second shipment left on 11/ [redacted] and this shipment completed the orderThe item ordered required multiple components to complete and the missing component was holding the entire orderThis is why we had to request two shipments in order to get everything to you as quickly as possible and we are very sorry this order ran into the difficulties you had to experienceYour entire order has been refunded, on 11/*, and nothing is returned to our supplier yetIt appears this supplier also missed our cancellation requestWe're having an agent contact you today to work out mailing labels for you to return everythingWe, of course, will cover all return expenses for this or if you would like to keep everything we can work out a great deal for youNeedless to say, the supplier that shipped your order was one of our more difficult to work with and we're sorry again you had to deal with this difficultyWe ship over 95% of our orders within one to three days after ordering and without issue and are certainly not happy with the outcome of your orderWe will be in touch about what you'd like to do with the items you've received

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As my compliant details, Home Perfect customer service was contacted several times over the course of weeks in October of this year regarding the defective Amba SAFSB-unitOnly after Home Perfect failed to respond at all to my inquiries did I 1) file a complaint with the Revdex.com and 2) independently contact the manufacturer, Amba Products, to discuss warranty repair / replacement options.Home Perfect was aware back in November that Amba had accepted my unit for warranty service, Amba RMA #***, by the same email Amba sent me instructing me to ship the unit to them.Home Perfect's offer to ship me a replacement unit came AFTER Amba had already agreed to warranty my unitHome Perfect's offer of today [redacted] December, sending me a [redacted] prepaid shipping label so I can return the defective unit to them, comes after their having already received written notice from Amba Products that the defective unit is in Amba's service center RMA #***, has been inspected, has been verified to be defective as claimed, and Amba has agreed to replace the unit with a new oneThat email was sent by Amba Products on ** December, a week ago.It is too late for Home Perfect to resolve thisThey had the opportunity in October to reply to customer inquiry regarding a defective productThey chose not toI contacted Amba products independently and worked through the warranty issue directly with Amba, with no help at all from Home PerfectHome Perfect's responses to the Revdex.com have been little more than empty gestures like the return shipping label for a unit that was returned a month earlier and sending a replacement when the manufacturer had already agreed to warranty.I would never recommend Home PerfectThe Revdex.com should give them an "Unsatisfactory" ratingI will never do business with Home Perfect in the future Sincerely, [redacted]

To be fair it should be noted that we, Homeperfect, sent this replacement and requested that you contact us for return instructions once the defective unit was ready to return as we did not wish to lay the burden of return expenses on youAs per [redacted] tracking [redacted] your replacement unit was delivered on 11/ [redacted] and we have no record of contact to request any type of return information of the original unitOur service department is available from 9am until 5pm est Monday through Friday and they will be happy to assist you with return information and a return labelThey have been instructed to go ahead and send the label so you can send the unit back within the next business daysWe're sorry you feel you have not received great service from Homeperfect but we generally do not offer anything beyond a manufacturers warranty on items sold, as should be expected from most storesWe did, however, make an exception for you and replaced the unit and are taking it upon ourselves to seek credit for the "defective" unit originally purchased from us in June of Check your email later today for return instructionsThank you

We're sending a whole new unitWe are working with [redacted] to get this replaced and agree this is taking too longSorry for the delayI spoke with your service rep about the situation and explained that we at Homeperfect do not want to keep customers waiting so long even when we are having trouble accomplishing thingsIf you would please prepare the old unit to send back to us in the new box we will work out the problem with [redacted] without keeping you in waitingYour order has been noted for the service team to provide you a return labelSorry again for all the delays with this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution will be satisfactory to me and the matter will be resolved when the refund is processedAs of this date (12.**.14), I have not received the refund
Sincerely,
*** ***

RefundedCheck your email for the receipt and see attached receiptPlease return any items shipped for this order that remain in your possession to this address.Quality Warehouse*** *** *** ***
*** ** ***We will be contacting your local authorities to file a report about the loss of $in merchandise delivered to your addressPlease assist us with the police report if neededWe will let you know. Thank you

We found immediately that we had listed this item incorrectly and certainly apologize for our errorIf it was a small error we typically would just send what was needed but it turned out the fan was very expensive, sorryA salesperson left you a voice mail on 11/** to discuss getting the fan for
you as cheap as we could possibly get it to you forThe service team has been instructed to send you a return label immediatelyIf you can please reply to the email sending the label once you send off the mount we will issue your full refundSorry again for this unfortunate merchandising error

Your order was refunded in full on 10/**/14. The credit memo is attached. I see on 9/[redacted] informed you we needed damage photos, which you obviously could not send, but he also noted your order saying the damaged items were coming back to the warehouse. It can take up to 30 days for items to...

reach the warehouse, be processed, and for us to be informed to issue the refund. We are sorry for the lack of communication that looks like did occur with your order. Please refer to the attached credit memo and confirm the refund was received. If it was not please respond accordingly and I can further investigate.

We, in no way, hide or intend to make it difficult to understand our policies. We also set our policies based on the realities of what we're able to do when damage occurs. I have attached our policies that are always available on our site for everyone involved to read through and see that we have...

attempted to be very clear and reasonable with our policies. The longer a person takes to report shipping damage once an item is delivered and presumed to be good the less we are able to do to attain credit for a replacement. According to our policies this shipping damage was reported too late for us to do anything about it but we made exceptions because we understood the dilemma and wanted to help. We applied the credit we would receive if a damage claim is approved by the carrier (which is unlikely) toward a replacement for the customer and we covered the shipping to get the new sink to the customer as well. We weren't even able to completely cover our cost on this replacement with what we charged. We took a hit on this so the burden wouldn't be solely on our customer but are unable to offer more unless damage is reported in the necessary window of time as clearly stated on our customer care page.

When the customer tried to cancel this it was already shipping so we weren't able to cancel the order. Customer then claimed we sent the wrong faucet but the label and everything showed we sent what was ordered. No damage was reported until this Revdex.com complaint. We must show our supplier they sent the...

wrong item in order to avoid restocking fees. The photo we received only showed them the item was correct therefore we had to charge restocking fees to cover our outbound shipping costs and the fees we are charged to return items to our supplier. From the picture shown the box looks like it is in good shape. Please provide photos of the damage for me to review and I will be happy to review them but the supplier did not report an issue with the merchandise upon return either. At this point I do not see evidence showing our service team handled this situation incorrectly.

When [redacted] delivers an order and a customer claims the order was not received we must file a lost claim and wait for an answer from [redacted] The answer we have so far is just that they delivered the sink. Considering the cost of the sink being near $600 it makes a quick replacement less of an option....

Often times [redacted] finds the sink or a neighbor took it in so somebody else would not take it from your porch. Your situation was that two packages were delivered at the same time and you claimed to get one but not the other which is highly unusual. Due to the odd nature of this claim we decided to wait for the claim to be approved or denied by [redacted] which can take up to 30 days after the claim is filed. We expect an answer from [redacted] in the next week but considering they have not yet found the sink and no neighbors have informed you they have it we can go ahead and send the replacement. We do ask for your understanding when a carrier has confirmed delivery of an item we end up losing loss claims and are out the full expense of the replacement and the shipping to send your order a second time. Due to the major expense of a situation like yours we have to take all precautions possible and allow some time for the carrier to trace the package and confirm its delivery. We are reporting this stolen sink to your local authorities because the value is over $500. Hopefully they can locate the person that stole your property. I have approved a replacement sink to be shipped today and since its coming from northern New Jersey it will make it to you Monday. If you do not need the sink now please refuse it or call before 3pm est to cancel it. If I don't send it now it won't go out today. Please watch for the sink Monday to avoid another person stealing it from your property. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I appreciate the company's offer to replace the defective unit, their offer is a promise delivered via the Revdex.com and not previously communicated to me despite my direct, multiple inquiries by telephone and email. I do not understand why the company, if it was "working" to replace my unit, did not inform me it was doing so. In fact, the company did not respond at all to my calls or emails.
In other words, I will believe it (this promised replacement) when I see it delivered.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To be fair it should be noted that we, Homeperfect, sent this replacement and requested that you contact us for return instructions once the defective unit was ready to return as we did not wish to lay the burden of return expenses on you. As per [redacted] tracking [redacted] your replacement unit was delivered on 11/** and we have no record of contact to request any type of return information of the original unit. Our service department is available from 9am until 5pm est Monday through Friday and they will be happy to assist you with return information and a return label. They have been instructed to go ahead and send the label so you can send the unit back within the next 10 business days. We're sorry you feel you have not received great service from Homeperfect but we generally do not offer anything beyond a manufacturers warranty on items sold, as should be expected from most stores. We did, however, make an exception for you and replaced the unit and are taking it upon ourselves to seek credit for the "defective" unit originally purchased from us in June of 2013. Check your email later today for return instructions. Thank you.

[redacted] is a good email which has been in use for well over a year now. [redacted] is an excellent employee right here in our [redacted] office and we have no trouble with his english at all. Sorry to hear you had trouble understanding him but I'm not sure how to tell him this part...

of your complaint. He's a very nice guy and I found your situation has already been fully addressed by him. He advised me today that he sent you the tracking for your replacement already since it has shipped out (yesterday) and he also made an exception to send you a return label at your request even though we typically have cracked sinks thrown out by the customer since we will only do the same once it arrives. The pics are forwarded to the carrier for our damage claim and the new sink is in transit as of yesterday. Sorry you had to deal with a damaged sink. We know remodeling runs into many difficulties and we're happy to help make your purchases as smooth as possible. Thank you for promptly reporting the damage. Let us know anything else you will need. Thank you!

According to [redacted] tracking [redacted] this was delivered actually today. We tried to get this shipped directly to you from the manufacturer but our supplier refused our request twice claiming they were expecting stock to arrive already. I know [redacted] tried very hard to get this to...

you sooner and we apologize for the delay. Once this was pushed into the holiday shipping season things just become even more difficult to keep track of. If you cannot use this unit please let us know and we will cover all restock fees to return it to our supplier along with any shipping charges for the return. If you would like to keep the unit let us know and we will issue a $25 credit to you for a future order as a small token. 95% of our orders are delivered within a week and we are very sorry this was not your experience. We would love another chance to show you the way our orders normally complete.

We're sending a whole new unit. We are working with [redacted] to get this replaced and agree this is taking too long. Sorry for the delay. I spoke with your service rep about the situation and explained that we at Homeperfect do not want to keep customers waiting so long even when we are having trouble...

accomplishing things. If you would please prepare the old unit to send back to us in the new box we will work out the problem with [redacted] without keeping you in waiting. Your order has been noted for the service team to provide you a return label. Sorry again for all the delays with this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Dear HomePerfect.comAs previously requested "after the first shipment went missing or whatever happened to it.." , PLEASE CANCEL ORDER AND REFUND MY CREDIT CARD!It's way too late!  I no longer need your items ordered ... had to purchase elsewhere... STOP SENDING ME ANYTHING!I NO LONGER WANT TO HAVE ANYTHING TO DO WITH HOMEPERFECT!!!PLEASE FEEL FREE TO CONTACT THE SHIPPING COMPANY AND/OR LOCAL AUTHORTIES TO HELP RESOLVE THIS!One last time:Do not send me anything, it's too late.Feel free to contact anyone that can help resolve this.Refund my credit card the $1035 for items I have never received.Thanks[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]