Home Perfect

Your first shipment for this order left on 10/**, which was four days after the order was placed. The second shipment left on 11/** and this shipment completed the order. The item ordered required multiple components to complete and the missing component was holding the entire order. This 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 experience. Your entire order has been refunded, on 11/*, and nothing is returned to our supplier yet. It appears this supplier also missed our cancellation request. We're having an agent contact you today to work out mailing labels for you to return everything. We, 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 you. Needless 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 difficulty. We 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 order. We 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:

Their answer doesn't answer my complaint! I ordered 3-products totally over $1,000... They respond with a garbage answer concerning only one of the items! I'm missing 3-items I ordered... over $1,000. Please continue the dispute situation.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:

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-24 unit. Only 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 #[redacted], 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 unit. Home Perfect's offer of today ** 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 #[redacted], has been inspected, has been verified to be defective as claimed, and Amba has agreed to replace the unit with a new one. That email was sent by Amba Products on ** December, a week ago.It is too late for Home Perfect to resolve this. They had the opportunity in October to reply to customer inquiry regarding a defective product. They chose not to. I contacted Amba products independently and worked through the warranty issue directly with Amba, with no help at all from Home Perfect. Home 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 Perfect. The Revdex.com should give them an "Unsatisfactory" rating. I will never do business with Home Perfect in the future.
Sincerely,
[redacted]

Home Perfect painted the exterior of our 2-story home. From the initial meeting to get the bid to the final product, everything went very well. The manager, Kate, is knowledgeable and professional. The bid was very reasonable (in fact, although we did not choose them based on price, they happened to have the lowest bid) and Kate worked with us on the scheduling since we had to wait for HOA approval before beginning. The workers arrived on time and were professional and polite. They did a great job, even with the challenge of an 18-pitch roof. They straightened up at the end of each day, and Kate showed up almost every day to check on the progress.","pos-1

Review: I ordered some merchandise from the website and the company claimed that the pricing was a "glitch" and didn't honor the saleDesired Settlement: Have the company honor the sale I entered into

Business

Response:

We understand your disappointment. Everyone would like a beautiful fan worth more than $550.00 for a mere $79.95 but this price just cannot be honored. It was an honest error which we corrected immediately then called and offered the fans at our cost to the few customers attempting to order the fans. We would not have made any money at the price we offered you (in fact would have lost a little on the last offer) so we believe we have acted well within reason in this case. One fan you ordered costs $699.95 and the other costs $549.99 which means paying $79.95 for each would be a discount of $1,090.00 which nobody can reasonably expect or force another to take that loss to the grossly unfair benefit of the other party. Both fans were in a small group that had a system error when updating pricing. We acted in the best interest possible for the few customers attempting the orders by offering the fans just at our cost and some other customers, knowing this was still a great deal, obliged. Again, we know this is disappointing and if the difference was not so great we would have no trouble shipping the order. We were able to void the charge for your order so it never even completely processed. You shouldn't even see the charge reflected on your account. Thank you for your interest in this matter.

Consumer

Response:

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 now understand that you mispriced your items, my intent in placing an order with your store was not to compel you to take a loss; it was to fulfill a need for 3 ceiling fans. I only found 2 fans on your site that looked attractive for my intended pricepoint. I relied upon your company, as an expert in its field, to properly display and price its merchandise for sale so that as a consumer I could make informed purchase decisions. At the very time you contacted me to inform me of the pricing error, the same pricing still persisted on your site. For an organization with a national, and perhaps even international client base, I don't think a policy of unilaterally canceling orders is good for consumers and it's not consistent with what other retailers would do in a similar situation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

We'll be happy to sell the two fans you ordered for $900 just for you. That is the lowest price point possible for these fans. We will be happy to explore similar options in the price range of your original order. Email or call [redacted] and he is excellent at finding the best thing possible in the price range you need.

Consumer

Response:

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:

How does this present both parties with an equitable resolution? If you made a purchase and your vendor asked for a 6X price increase would you agree?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Early January, 2015... I place an order over the phone with [redacted] at HomePerfect.com for the following iterms:

1. Blanco Sink

2. Blanco Faucet

3. Blanco Drain

4. Blanco Grid for the Sink

On/about 1-*-15... I received the Blanco Drain I ordered.

As of today, I still have not received the sink/fauct or grid.

I emailed HomePerfect on 1/*/15... to find out what's going on about my order becuase the Granite Fabricator needs the sink ... and they give me a song and dance... and tell me [redacted] Delivered the products. I spoke with [redacted] and was told HomePerfect would have to either replace or credit... HomePerfect has decided to do neither and is trying to keep my money!!! Need to fight this on my credit card...

PLEASE HELP RESOLVE!

Have to now purchase sink from the granite frabicator at higher price... to get my job done... and fight the balance on my credit card!!!!Desired Settlement: Complet refund for items I still have not recevied... totally $1,035

Business

Response:

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.

Consumer

Response:

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 $1,000... They respond with a garbage answer concerning only one of the items! I'm missing 3-items I ordered... over $1,000. Please continue the dispute situation.Sincerely,

Consumer

Response:

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,

Business

Response:

Refunded. Check your email for the receipt and see attached receipt. Please return any items shipped for this order that remain in your possession to this address.Quality Warehouse[redacted]We will be contacting your local authorities to file a report about the loss of $1600 in merchandise delivered to your address. Please assist us with the police report if needed. We will let you know. Thank you

Review: Order Confirmation: [redacted]

Total (with 5% discount) $1,899.05

On May **, 2014, I ordered a walk-in tub via on-line at Home Perfect, so it will be easier for me to get in and out of the tub due to my COPD. Spoke with [redacted] (Sales Rep) ###-###-####

On May **, 2014 we received the item, in a huge box.

On May **, 2014 the plumber came to the house to look at the item - "item will not go to thru the door, have to knock-down the door and wall". Estimate to install was huge, that it will costs more than the price of the tub.

On May **, 2014 I called [redacted], no response; left messages on May **, May **, May **, May **, waited for her to respond.

Finally, [redacted] called back, she said, she was on vacation. She said, she will look into it, "I will let my [redacted] know about it".

On June *, 2014 received no call back from [redacted]; Called and left a message re: status of returning the item.

On June *, 2013 [redacted] called back, wanted the pictures of the tub, every angle. She said, she will inform her boss, "we may not get the full amount: will deduct restocking fee, and we have to resend the tub ourselves"; She said, she will also call the FREIGHT Company". FREIGHT Company is [redacted] telephone ####-###-#### . SHIPPER: [redacted] Address: [redacted] ###-###-####; I informed [redacted] that when we opened the box, there is a big dent and scratch on the corner of the tub, which shows very prominently if you ever install it, it doesn't look very nice. [redacted] said, that we may have cause the damage. I told [redacted] that when the [redacted] delivery guys drop it off in our garage, we haven't moved the item, it still on the same spot since. From where the scratch damage is, it looks like the damage was cause by packing strap that was over tightened

On June *, 2014 I called [redacted] to check on the status of the complaint, so we can call the freight company to pick up the item. [redacted] said, she never received the pictures; so I resend the 10 pictures again - sent 10 items/pictures. She finally got the pictures.

We waited, waited, waited....no call back from [redacted].

Up to this time, we haven't received any call back, letter, or email from [redacted] re: status of return.Desired Settlement: We would like HOME PERFECT to ACCEPT the item back from us and REFUND the money.

THANK YOU SO MUCH

Business

Response:

I attached the customers email stating they need to return the tub because it will not fit into their bathroom door. The specs and everything of the tub they received are exactly what was ordered. The tub dimensions were as requested by their designer and Homeperfect had no reason to suspect the tub might not fit through a door to the room it was to be installed in. As you'll see in the emails attached, no damage was mentioned until after the terms of the return were stated to the customer. These terms included the standard restocking fee we will be charged by the warehouse the tub is going back to and the cost of return freight would be the responsibility of the customer because Homeperfect did not make an error with this order. It was only after the terms for a standard return were stated that we were informed of damage. No photographs of the damage were provided at any time. Our policy also states that damage must be reported within two days of delivery or we have no way to file damage claims (per carriers policy as well). This damage was reported ten days after signing clean for the tub which is another reason we cannot process a damage claim on it. We can offer no further resolution for this tub which was received as good and if it has now been damaged is no longer returnable.

Consumer

Response:

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:

[Your Answer Here]You have been sent additional information via USPS regarding this claim. It has photographs (that were sent to the vendor) and other data that is revelant. It is a shame that disabled person who is 76 years of age and is on oxygen 24/7 should magically jump up and uncrate the tub in 2 days. That is why we had a plumbing contractor uncrate the box (couldn't get him to come in 2 days), and care giver send all of the data.

I am sure that Home Perfect will not acknowledge their culpability in this. I would not have purchased the item if I would have had any idea of the numerous complaints against them. I just looked for the Revdex.com rating.

n order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I attached a copy of our company policies which clearly states bathtubs are not returnable items. This policy is available online at all times. If we had tried to get a return approved to the supplier they would have charged us restocking fees and you would be responsible for the freight to get the tub to you (that we paid) and the freight to get it back to the supplier. Once the return is made the agreement of the sale is void so you become responsible to cover all losses associated with the return of the order. Once these costs were explained to you the story changed, suddenly, to the tub being damaged.

The email attached shows a return request due to difficulty with the installation (difficult to fit through your door). This email was sent on 5/**/14 at 10pm est and you spoke to [redacted] the next day to discuss the costs to return the tub. The tub was delivered and signed for as good on 5/**/14. Reporting damage on the [redacted] also falls outside of the requirement to report damage within 48 hours after delivery. This is not only our policy but our carrier policy as well. We have no recourse once you've signed for an order as good and we move beyond the 48 hour grace period to report damage. We understand the tub poses difficulty for the installation and we wish we could offer more help to you. We're sorry to say there is nothing we can do beyond requesting a return for you and, if approved, we will need you to cover the fees for the return. This is only fair as we placed the order exactly correct and sent you exactly what you asked for. If there had been any error on our part we would gladly absorb any loss to correct it for you.

Consumer

Response:

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: Due to advanced age and health problems, we are not able to persue this any longer. It is a shame that this business has an A+ rating since their policies are morally challenged. Do as you will with the complaint, but it is not settled with us.

Sorry to take up your time on this matter

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a faucet online, the product was backordered. When I finally did received the order, it was an older model that did not have the features listed on their webpage. I told HomePerfect of their mistake and I would need to return the product. HomePerfect informed me it was my mistake and I could pay restocking, return postage and some other bogus fee. I declined their insult of an offer and contacted [redacted]. I then get a phone call from HomePerfect, maybe there was a warehouse mistake. Too late HomePerfect, I want my money back and [redacted] agrees with me. Without [redacted]'s advocacy I would be stuck, this company did not respect my complaint and tried to intimidate me as a customer. They are probably sending all their customers these older models and hoping no one notices.Desired Settlement: This company never apologized, never treated me dignity or respect.

Business

Response:

Your full refund has been issued. We confirmed with the manufacturer the faucet we sent was the correct item. We do apologize that you were not satisfied with it and we especially apologize you feel anyone was rude to you.

Review: See issues as presented to Home Perfect on a number of occasions. Home Perfect has made NO attempt to follow-up with me in any capacity; to either find a solution to fix the issue or replace the dispenser with one that does work with the sink they bundled it with. I am extremely frustrated by their seeming inability to communicate or acknowledge this issue at all.

[redacted] | 9/**/14 8:08 AM

Quote

I am so disappointed with the inaction to resolve this issue. I was promised a solution by end-of-day yesterday and have heard nothing. I have received no correspondence at all unless initiated by myself. I trusted your Revdex.com rating and am surprised that I haven't even gotten an acknowledgement of the problem. This was not an inexpensive purchase and, although I love the sink, I now have a drilled hole in the quartz with a soap dispenser that will never work.

I no longer have the packing material as the sink has been installed, but if you can't take care of this problem I hope, in the very least, you will permit me to return it.

Looking forward to hearing.....something.

[redacted] | 9/**/14 6:28 PM

Quote

I am still awaiting a reply; could you please provide a solution to this problem even if it means supplying a different dispenser. Thank you for your efforts.

-[redacted] | 9/**/14 2:36 PM

Quote

I have spent the morning going to every home improvement and hardware store to find something that will work. I have gotten close with something called a "riser" which fits the hardware side perfectly but, unfortunately, without really trying to force the issue, is a little tight on the soap container side. Please help me find something as this dispenser is useless to me as it is and I have a hole in my quartz countertop.

Thanks again. -[redacted]

Customer Service | 9/**/14 1:57 PM

Quote

Hi [redacted], I have forwarded your concern to our warehouse to get the ideal solution,Please bear with us,we will get back to you as soon as possible. Regards, Customer service

[redacted] | 9/**/14 8:09 AM

Hello, my contractor installed this sink (LOVE IT) and faucet yesterday. Unfortunately, the soap dispenser WILL NOT install because of a lip on the underside of the sink. The hardware on the dispenser is about 3/4" shorter (before it gets to the plastic soap dispenser) than it needs to be in order to install properly. In order for the dispenser to work properly, it would have to sits back another inch (beyond the sink lip) at which point the nozzle (or whatever it's called) would not be over the sink and soap would drip on the countertop.

I did not order this dispenser separately; it came with my sink. How do we get this problem remedied? Thanks for your help.

-[redacted]Desired Settlement: I would like them to replace the soap dispenser that does not work with the sink I purchased (they were sold as a bundle so one would assume they work together), with one that will work. The sink is already installed and the hole is drilled in the quartz countertop to support this dispenser...I cannot change that.

Thank you for your efforts on my behalf. [redacted]

Consumer

Response:

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

Although I have attempted more than 3 times to use your site to say that the complaint had been resolved, the site simply takes me to a blank page that does not allow me to do anything.

Please note, this complaint has been resolved. Thank you for your help with this, I appreciate it.

Sincerely,

Review: I ordered Cassablanca fans from them based on their advertising stating they would ship within 2-3 days.. [redacted]

After waiting over a week for any shipping information, I messaged them via their online chat... The oerson I spoke with via chat on Weds told me that my item was enroute and would be delivered by days end. That he would send me my tracking info via email. The product never arrived on Weds.

Thursday I contacted online chat again and apparently an item on my order was backordered and was holding up shipment. Not anything like what was stated on Weds when I contacted them. I immediatly cancelled the backordered item and was told item would ship and that I would get an email with the tracking information.

Never heard from them so Friday I CALLED the customer service line and got a man who didnt speak good [redacted] at all. He told me that the item was cancelled from back order and they are waiting for shipment tracking information from the manufacturer but he would send. I requested that because of all the issues and because I needed the product a week ago that I would like the product shipped overnight. [redacted] the supervisor agreed and said he would send me the tracking information via email.

As of Monday 9/**, I recieved nothing from the company regarding tracking information on the products so I contacted customer service again via online chat... Finally after waiting forever, they gave me tracking information. Upon entering that information into the Fed Ex website, it stated that this was a new tracking number and no information was available. I requested from online chat whether the information was correct and [redacted] said it was as of 9/** but couldnt tell me how the package was sent whether overnight, 2 day or ground.

4 seperate times I contact this compnay to get information on my shipment and no one could answer but only give me the run around. I wouldve never had ordered fro this compnay had I known it would take 2 weeks to get the products in question.Desired Settlement: I would like the products shipped to me ASAP and a refund given for the products for the aggrevation and issues it has caused with the homeowners for the unit it is going into.

Business

Response:

Our lighting/fan orders ship directly from the manufacturers which limits our control of when things are shipped. I looked through your order notes and see the 60 inch downrod was backordered with Casablanca which was holding up your whole order. We had to cancel that item to release the rest of the order for you. We have already refunded you in full for that item. I see we were constantly requesting updates and information from the vendor but some of the vendors do not get back to us as quickly as we would like. I am sending a copy of your complaint to them as well. Before I get into compensation the next issue I see on your order notes is that the fan blades are not included with this fan. We can send you these blades at our expense but need to know the color you would like. The options are High Gloss Cherry, Dark Cherry, or Walnut. I'd like to get these sent out this week so please let me know ASAP. In the meantime I will look at the options we have for compensation. You can contact me directly at extension [redacted] or [redacted]. Thank You, [redacted].

Consumer

Response:

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:

I did call to request those and was never asked this at that time. As I stated many many times in various forms of communication to your company, I needed those fans sent to me complete. In the meantime, I have had to order my own blades. When reviewing your credit for the poor customer service, please include the $75 per blade set refund to me as that is what I needed to pay to get the blades. So a total of $150 credit and then whatever compensation for the aggrevation.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I thought this complaint was closed and apologize for not responding earlier. I refunded you the $150 you had to spend for the blades and an additional amount including the shipping you paid for a total refund of $324.95. We have updated the site for Casablanca fans that do not come with the blades and apologize for our oversight. We hope the additional compensation over the cost of the blades is satisfactory for you. Thank you. -[redacted]

Review: I order 2 fireplaces from this company. I was interested in one but there was delay in shipping. So [redacted] from home perfect suggested going with a much more expensive unit and informed me that I would get the product within 2-3 day and the fireplaces would complete in complete package including fireplace back bricks. This was a special unit that is directly from majestic distributors don't home perfect does not even have on there website. As suggested by [redacted] from home perfec, I order the "special" fireplace which was 1500$ versus 700$. When 4 days passed by I still did not get the product and when I called home perfect [redacted] told that is out of him hands now because majestic is shipping the fireplaces directly. So when I get the fireplaces 10 days late, they are incomplete, missing mounting brackets and the fireplace back bricks. So I called [redacted] back and he say he will call me back before end of day, so 4 days later I call [redacted] and he say that the back bricks and the mounting brackets are not included and he is very sorry sorry not he miss informed me and that if I wanted the additional items I would shave to pay for them . I think this extremely unprofessional and and unfare coduct of business , to sell one product and ship something different or incompleteDesired Settlement: A refund for the firebrick and the mounting brackets or ship the outstanding items

Business

Response:

This is the information from your salesperson I received. Can you fill me in on your side of the story?

"The customer called asking about a fireplace that was out of stock. I got some recommendations for comparable models from the manufacturer which I passed along to the customer. He decided to place the order, and I informed him that the order would ship out within 2-3 business days (so he may have been a bit confused and was under the impression it would take 2-3 days to reach him). At the time of placing the order I asked the customer if he wanted to order any accessories for the fireplaces (i.e. the bricks, louvers, etc) and he said no, he’d come back to me later if he wanted those items. The customer received the product within the time I quoted him (7 business days I believe). About a week after receiving the order, the customer called and said that he needed a direct vent fireplace. The fire place he was initially looking at was not a direct vent and at no time did he mention he was looking for a direct vent fireplace. While we did all we could do to help mitigate the circumstances for this customer, we didn’t recommend an incorrect item. Since it’s a direct ship item, unfortunately the manufacturer does charge a restock fee to return it."

Review: On August **, 2013 I called Home Perfect and purchased a Mico faucet #7753-PN for $208.95; Order #[redacted].

I received the Mico faucet on August **, 2013 by FedEx. The faucet is used, defective and damaged. The shipment contained the faucet, inside the original box also was a letter from a design company describing the defective faucet along with the diagram of the problem. The faucet had previously been installed and was damaged due to the installation. The documents are dated November *, 2008.

I contacted the sales department the same day, August [redacted]. The return department was closed for the day. I sent an email and photos documents to the sales department;

The following day I called the returns department, spoke to a person by the name of [redacted]. He asked me to forward the email and photos I sent to the sales department. I did so. I also requested a full refund; to receive a refund, the company must issue an RGA number. I use the company's website to fill out a form requesting and RGA number and return label for a return shipment; also attached the same photos and requested a full refund.

They ask for a 48 – 72 hours to reply. To date, I have not received any correspondence, email or phone call.

I'm waiting for the RGA number and a return label to do so. Also, asking for a full refund in the amount of $208.95.Desired Settlement: Issue a return pick up for the faucet by FedEx. Issue a refund on my credit card for the amount of $208.95.

Business

Response:

Hi [redacted],

I have contacted the lead at the warehouse about this issue. He is going to have someone check through the clearance items and make sure more defective returns aren't mixed in the bunch. Your case is certainly an anomaly and we do apologize. The warehouse is a high volume environment and these things do slip through the cracks at times. I went ahead and issued your refund as your salesperson informed me you have no interest in a replacement. We are waiting for an RGA to be issued from the manufacturer and if it is not issued we will request for the warehouse to issue the RGA. If you do not see the RGA by Friday morning email me at [redacted] and I can go ahead and send you a mailing label. I asked if we would even need the item back and was informed we will need it. Sorry for the hassle. Thank You.

Consumer

Response:

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:

Review: I purchased a 'new' Jado faucet from Home Perfect this past weekend. They very quickly shipped me a rusted &damaged faucet that is not a real Jado product.

I have Jado hardware in my home and the faucet they sent me wasn't even close to the color old bronze that I ordered. The center piece doesn't even fit the found cap. I have tried resolving the issue.

They forced me to send multiple pictures of the product and the box it arrived in.

I did this almost immediately. I have yet to hear back from them with an answer of how I can get my money refunded.

The process has been so painful. They don't answer the phone and I have had to send multiple emails which take most of the day to return with no resolution.

This company has an A+ rating with you but has 87 complaints filed against them. HOW ARE YOU EVEN accrediting them?????? Obviously there is a serious problem with the company that Revdex.com is not addressing with a poor rating (which would help people be aware of their poor customer service and unethical practices.Desired Settlement: I would like a full refund of $171. for the fake Jado faucet they sent to me.

Business

Response:

The invoice for the stock order including your Jado faucet, from Jado to our supplier for your order, is attached. We do not, and have never, sent fake merchandise to any customer. We have full confidence in our suppliers and have never suspected any of them sending fake merchandise nor had any reason to suspect such an extreme betrayal of our trust in them. Your item was a clearance item and is no longer available in the United States. It is entirely possible it was in the warehouse for a very long time and may have come into contact with water which caused rust. This was not known or suspected by the warehouse or they would not have shipped the item. We offer our apology for the condition of your item and the warehouse offers their apology as well. Considering the clearance status and condition of the item they do not wish to put it back into stock so they have credited the item back to us and we can issue your full refund once the dispute on the payment is lifted or approved. I have sent the records showing the authenticity of the item to your payment processor as well and I am awaiting their response so I can approve the full refund. Thank you.

Review: Ordered a Capital Lighting Fixture on 7/**/2013. Item was out of stock and backordered. Product was direct shipped from the manufacturer and received approximately the middle of August. Within about 2 weeks of receipt, we opened the box for installation on Saturday, 8/**/2013, and found that the main electrical cord coming out of the top of the main assembly is severed. Through the website, I placed a request that day for a return authorization along with photos of the defect. Received an automated response which promised a response within 48-72 hours. Received a custom email response on Wed, 8/**/2013. Response stated that our return request had been forwarded to the manufacturer, requesting an RGA and shipping label for the defective item as well as to confirm when are they going to ship new replacement item. I waited patiently for further information. Finally, almost two weeks later, I sent an email on Monday, 9/*/2013 to see if I could get a status update, but did not receive a response. On Wednesday, 9/**/2013, I had not received a status on the request, so I placed a call to Customer Service to get an update. First level of customer service kept telling me that once they had the request, they would respond with 48-72 hours. I explained that I had received an initial response and needed an update. I was transferred to another person who placed me on hold and indicated that he was trying to call the manufacturer. He returned to the phone within a couple of minutes and said that he was unable to reach Capital Lighting, and that rather than keep me on hold, he would continue to call and would call me back within 30 minutes. No call back was received. Two days later, I placed another call to customer service on Friday, 9/**/2013, at 9:30 AM. I was told that there was no one there to discuss returns, but that the person would be in at 11:30 AM EDT and I was assured that this would be his top priority. Again, I have not been contacted as promised and there has been no response from Home Perfect.Desired Settlement: I want a replacement light and a return label for the defective product. I have an unfinished project in my dining room and tomorrow will be three weeks since my request was placed.

Business

Response:

I must apologize for not providing an earlier response. I did not get the normal notification for a complaint in my email and was not aware of your issue. I looked at your order notes and see that on September [redacted] we were told, by Capital lighting, that they had shipped a new light to you and that you could throw out the defective light. If this is not the case please let me know. I will get the light sent out or get your full refund issued at your request. Again, very sorry for not responding to this sooner. Hopefully by now the light is installed and working great for you.

Review: I ordered a fan and was sent just a mount for the fan. They told me on the phone it was my error but clearly the ad shows a fan and mount together. The ad was false and misleading. They have yet to resolve it and continue to tell me it was my fault.Desired Settlement: I only wish to return the incorrect item for a full refund.

Business

Response:

We found immediately that we had listed this item incorrectly and certainly apologize for our error. If it was a small error we typically would just send what was needed but it turned out the fan was very expensive, sorry. A 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 for. The service team has been instructed to send you a return label immediately. If you can please reply to the email sending the label once you send off the mount we will issue your full refund. Sorry again for this unfortunate merchandising error.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution will be satisfactory to me and the matter will be resolved when the refund is processed. As of this date (12.**.14), I have not received the refund.

Sincerely,

Review: I purchased a Grohe sink faucet that arrived without part to operate it. It had no handle. It should be part of the faucet, but it was a defective $400.00 item that I tried to return, but they would not even respond to my call. I have been remodeling my kitchen and have had no sink for weeks and I have a small child to look after. The customer service was unacceptable. A sleepy sounding rude man from abroad answered a phone and told me to call later withou helping me at all.Desired Settlement: Pick up of defective merchandise by the company and refund of credit card charges

Business

Response:

Below is the email sent to our customer on November [redacted]. I will be happy to offer a full refund if our customer can ship the faucet back. We cannot send handles that are not included with the faucet but have provided the options for handles and offered the best deals we can offer on them. Many high end faucets do not include handles because there are options for the style of handles you prefer. The term "less handles" is an industry term we use on our site to let people know when this is the case. We are updating our site to also say "handles not included" in order to avoid this issue in the future.

Review: I purchased two identical lamps for a total cost of over $500. It took 3 months to receive them and when I did, one was broken. I requested replacement pieces for the broken parts and was informed they had notified the company that made the lamp and the parts would be sent out. After a month I asked again what the status was. The same response was given. After another month I opened a new ticket, as my last one had been closed, asking to now return the lamp as it had been five months since the order was placed and I still had no resolution. That ticket was ignored and promptly closed. To date, I have received no further communication from the company and my last ticket request to return the broken lamp was also ignored and closed. The quality of the products I received is terrible especially for the price and the customer service is atrocious. I will never do business with this company again.Desired Settlement: I will return the damaged lamp and I expect Home Perfect to refund the cost in whole including shipping.

Business

Response:

Hello [redacted],

We have been trying continuously to get the replacement sent for you and have been told multiple times it is on its way or being sent. Once again on the 5/** we were told they are sending a replacement. They never sent us confirmation or tracking so we cannot see if they actually sent it or not. We are dropping this vendor after repeated issues and difficulty addressing orders with them. I approve the refund you have requested even if you do get the replacement. If you can email me or reply here with a good time to call I can issue the refund. Your credit card information drops from our system after 90 days so I will need a Paypal account or a card number to issue the credit to. We sincerely apologize for the extreme difficulty with this order.

Thank you,

Consumer

Response:

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

Sincerely,

Review: I bought a granite composite sink, which spontaneously cracked under normal working conditions. I opened a "ticket" online, reporting the defective sink. I received an email back stating to "contact the manufacturer". I did contact the manufacturer, and they stated that I needed to contact the place I bought the sink from, so they could start a return and replacement for the sink through home perfect's distributor. I contacted home perfect again, explaining this, and have been ignored since. that was a week ago. I attempted to live chat on the site also, and was ignored.Desired Settlement: I need to buy another sink, from another company, because if there is another problem with the product, I won't trust home perfect to address the concern.

Business

Response:

Your sink was delivered on July [redacted], 2013 and nothing was reported until mid-December which leaves us at the mercy of the manufacturer to issue the RGA and get an exchange completed. We have requested a defective RGA from the manufacturer but we cannot guarantee it will be approved. Upon approval we will certainly issue a full refund or a new sink. I will contact the manufacturer via phone call to inquire further about where this RGA stands. The holidays do tend to slow down this process but we will push it along for you. Getting the defective credit shouldn't be a problem as long as they determine the sink was installed properly and used in normal working conditions.

Consumer

Response:

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

Sincerely,

WORST EXPERIENCE I'VE EVER HAD. I'll go through my experience one step at a time, but it is needless to say that I will NEVER be purchasing through this company again.

12/* - Ordered a new sink

12/* - Sink arrives one day early but is broken upon arrival. Tried to call customer service but they were closed for the day, no problem.

12/** - called customer service and asked to have a new sink expedited. The rep was not polite but I was told a replacement would be overnighted.

12/** - received tracking info to find the replacement was not overnighted but rather sent regular mail. I chose to let it go.

12/** - replacement arrives, again broken.

12/** - called customer service, The rep made excuses and was rude, but assured they'd overnight a replacement and specifically told me I'd receive it no later than 12/**.

12/** - called customer service first thing in the morning to get a tracking number, was given a tracking number that didn't pull any data but was again assured it should arrive today.

12/** - after not receiving the replacement, called customer service and found that it had again been sent regular mail and was scheduled to arrive on 12/**. I told them this was unacceptable and the rep said they could process a refund. I began to tell him how disappointed I was with my experience and without a word he hung up on me. I was blunt, but composed and never rude or degrading. I said nothing that would cause him to be offended, but merely expressed my disappointment. I sat there in disbelief that he would just hang up. I soon received an email confirmation of a refund.

This is a very high-level overview of my incredibly disappointing experience. Each time I called I was treated rudely, and given empty promises. I was lied to 3 separate times. Their solution to my disgusting experience was to hang up on me and refund my money. Never in my life have I been treated this way as a consumer. I have no idea how this company is in business, the way they treated me defies words.

Their prices are unbeatable for a reason. Please spare yourself the pain and pay a little more to shop somewhere else.

Review: Purchased [redacted] SAFSB-24 Freestanding Towel Warmer from Home Perfect.

Unit worked for approx 12 months then ceased functioning.

Multiple calls / emails to Home Perfect customer service have not been returned for two weeksDesired Settlement: There are no moving parts in the [redacted] SAFSB-24 Towel Warmer other than the on/off switch which is still functioning so clearly there is a defect in their product / manufacturing process. If Home Perfect and [redacted] do not stand behind their product, at the very least they should say so rather than ignoring my request for help.

Given the unresponsiveness of Home Perfect and the shoddy merchandise they sell, I do not understand why Revdex.com would give them an A+ rating. [redacted]

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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-24 unit. Only 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 #[redacted], 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 unit. Home Perfect's offer of today ** 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 #[redacted], has been inspected, has been verified to be defective as claimed, and Amba has agreed to replace the unit with a new one. That email was sent by Amba Products on ** December, a week ago.It is too late for Home Perfect to resolve this. They had the opportunity in October to reply to customer inquiry regarding a defective product. They chose not to. I contacted Amba products independently and worked through the warranty issue directly with Amba, with no help at all from Home Perfect. Home 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 Perfect. The Revdex.com should give them an "Unsatisfactory" rating. I will never do business with Home Perfect in the future.

Sincerely,