Home Perfect

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,

Review: I ordered a shower arm from Homeperfect at 10PM on 7/**. The price was one of the lowest I found on the web. By morning I realized I was going to have an issue with installing this shower arm, so I cancelled the order online according to Homeperfect's policy. I received a confirmation of my cancellation at 6:21 am on 7/**. At 12:11 PM an agent from Homeperfect posted a comment on my order, but I never received an email from Homeperfect telling me a comment had been posted. Instead I got an email at 4:07 PM telling me my order had been shipped. Knowing a little bit about how Fedex's computers work, what it really meant was that someone actually entered the shipment onto Fedex's computer, printed a label and slapped it on the box. So even though the agent from Homeperfect said my order has been shipped at 12:11, almost 6 hours after I cancelled the order, it was even entered in Fedex's computer until 4:07, nearly 10 hours after I cancelled the order. The order was actually picked up by Fedex until after 7PM, 13 hours after I cancelled. On 8/* at 6:25 am I went online, following the procedure on the web site and requested an RMA for the return of the item I had cancelled. I received an email confirm my request and informing me that I would a response in 48-72 hours. Since this was a Friday, I didn't count the time over the weekend. and figured I should hear from no later than the close of business on Tuesday 8/* it they were going to make their commitment from the email. No response. I even sent them an email to the email address they specified to contact at 4:20 on 8/* asking if I should expect a response soon. No response.Desired Settlement: I would like to return the product and receive a full refund including shipping.

Business

Response:

Online business prides itself, and survives, on getting orders shipped as fast as possible. It can make cancellations a sticky process but we do apologize for the issue you have with your order. I'll explain some of our process for a better understanding. Once an order is placed a ticket is created to have an item pulled and prepared for shipment. This is often done first thing in the morning with orders from overnight. By the time our customer service office opened it is likely your item was pulled for delivery preparation and on the FedEx trailer that is picked up at the end of the day before we were able to cancel the order. That doesn't mean my team shouldn't have made a special request to have the item pulled off the trailer before it was picked up but I do see how your situation probably occurred. I am making the request for your return today. It takes up to three business days to get a return approval from the warehouse and a mailing label printed for you. If you don't have the return information by next Tuesday morning please email me to investigate further. [redacted]. I will see to it your full refund is processed as soon as the return is on its way to us. Sorry for your trouble. Thanks for shopping with us. -[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the proposed resolution is satisfactory to me. I do not consider this matter closed until the items promised in the proposed resolution have all been met.

Sincerely,

Review: I ordered 4 mirrors and when they arrived 1 of the mirrors was broken. I feel it was due to poor/no packaging protection. They were just all placed in a box and shipped. No bubble wrap, peanuts, etc. to protect them during transit. I contacted Homeperfect immediately and also sent a photo. They informed me that "I" had to file a claim with FedEx (shipper usually files claim)for the damage. They also had FedEx come to my home and pick-up the broken mirror and return it to them. FedEx sent me a letter stating that they would require a written & signed document from Homeperfect relinquishing there right to file a claim (again, since it is normally the shipper who files). I emailed and called Homeperfect asking them for this documentation, which they never supplied. For this reason FedEx has denied my claim. I have contacted Homeperfect several times requesting a refund, but just get ignored! I am now out $57.39 and Homeperfect even has the broken product!! I have nothing but an emptier wallet and a bad experience with this company. Even wrote to them and requested a refund one last time informing them that I was going to file a complaint with the Revdex.com and still got no response!Desired Settlement: Would just like my $57.39 refunded.

Business

Response:

Hi [redacted], I left you a voicemail. We filed a damage claim on our end so I'm not sure why you were ever told to file a damage claim yourself. Seems there was some confusion for sure. I do apologize and will speak to the people involved with your order. I found that you were refunded for the one damaged mirror already but I also found we do have one more of the mirrors in stock and I can send it to you free of charge as a toke of my apology. I truly have no idea why you were told to file a claim yourself. I know you will need to respond here but give me a call or email as well about the replacement mirror so I will know to get it shipped or not. Thank you. -[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.

Sincerely,

Review: I ordered a Newport Brass 850/04 Seaport Widespread Lavatory Faucet in Satin Brass PVD from Home Perfect on July **, 2013. I picked up the item from Point Roberts Letter Carrier on July **. When I received the item, it appeared used as evidenced by the tarnishing and missing pieces. I sent an inquiry for a refund of the item because of its condition. An e-mail was sent to me with an attachment of the return process. In the e-mail it stated that the electronic label needed to be printed within 10 days and that failing to do so will result in being charged for a new one. The links provided did not work. I e-mailed the company back on the day I received the initial e-mail (August *) for them to send me new links that work to print the electronic label. I then sent them another e-mail on August ** because there was no response to the e-mail I sent on August * and that the electronic label would expire soon. It has been 13 days since I sent my second e-mail and there still hasn't been a response to resolve the problem.Desired Settlement: I want Home Perfect to send me an electronic shipping label that actually works in order to return the defective item and to refund the purchase to my paypal account.

Business

Response:

I sent you a new mailing label. Please let me know if this one does not work. [redacted]. Thank You!

Review: The item I ordered from this company was not of the dimension or specification described on their website at the time of purchase. Due to the lack of an accurate spec sheet there was no way to know if the item would fit which is doesn't. Additionally, the item was delivered opened with the quality control seal broken. Additionally the condition of the item when received was filthy and covered with dirt. They still want me to pay a 25% restocking fee which I dispute but they don't respond to calls and refuse to let me speak to anyone in the company of any consequence. All calls are forwarded to a call center in India where no one helps you.Desired Settlement: All I want to do is return the item and get a full refund.

Business

Response:

The item description on our site is as follows:

Description For [redacted]

Helpful Information

Shipping Info

Return Policy

Review: I ordered a Delta[redacted] (Touch2o) kitchen faucet, and received a [redacted] (non-Touch2o). The emails that they sent showed the incorrect faucet for some reason, the one I received. I have ordered hundreds, if not thousands of items online, and have never had something like this occur. When contacting the company by their online form to request an exchange, I received a rude, one-line response indicating "customer informed by phone", with no option to proceed with any return/refund/exchange.Desired Settlement: I want the company to first act more professionally, and to exchange this faucet for the correct one I ordered.

Business

Response:

Everything in our order system is automatic so only the item actually ordered will show on correspondence that is sent automatically to update you about the status of your order. I have attached two links showing the item ordered and the item you prefer. This is the item ordered:

Review: I placed and paid for product on homeperfect.com on april [redacted], and to date I have had NO EMAIL INVOICES, NO SHIPPING INFORMATION or any other kind of communication from this company in any way. I called customer service today and the person I spoke with said he cannot provide me any information at all regarding my paid for order.As I cannot get any information from a company who has taken my money and provided absolutely nothing in return. I am forced to make this complaint in hoping someone somewhere in this company (if its a real company?) to do their job and provide me with information and a service a paying customer would expect. Clearly there is no pride in this company and ALL BUYERS SHOULD BEWARE.Desired Settlement: either send me the product I ordered and paid for. or give me back my money in full.

Consumer

Response:

I have reviewed the product I purchased BUT STILL NO response has been 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 ordered two lamps from this company on 10/**/13 and I canceled them almost immideately after that. I received a conformation of conselation but not my money back.

On 10/**/13 I made an inquiry to the company about my money back. The next day they responded that they will look into it and get back to me. I am yet to hear from them. I emailed them again on 11/*/13 and 11/**/13 with no result.

I would be attaching all my communication with this company in trying to receive my refund if there is a place for attachments.

Please assist me in getting my money back.

Thank you!Desired Settlement: I would like to receive my money back.

Thank you!

Business

Response:

Hi [redacted],

I am having a hard time getting information from the manufacturer and the vendor on your order. The vendor claims the order was delivered on November [redacted] via UPS tracking #'s [redacted] and [redacted]. The manufacturer then tells me these items are discontinued. Did you receive them? Would you like to return them? Let me know and I will take care of it. Sorry I took so long responding to this. I had to correct a notification error with the Revdex.com system and my email. If you wish to return these I will issue a full refund for you. Thank you.

Review: I placed an order # [redacted] with Home Perfect on 1/**/2015 for Left side end caps and 1 right side end cap. I received the 2 left end caps but 1 right end cap was on back order. I had contacted company on 2/**/2015 about back ordered product and they told me it would be in stock on 02/**/2015. On 02/**/2015 I tried to go onto web site to check order, but web site does not exist anymore.Desired Settlement: Just credit my credit card for the amount of $52.56 for product and $4.66 for tax for a total of $57.22.

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 placed an on-line order with HomePerfect.com on ** October 2014 for radiator at $281; confirmation number [redacted]. The site stated it was in-stock and would ship in 2-3 business days. I contacted HomePerfect's customer support at: ###-###-#### on three occasions. Each time the service rep told me it was a warehouse problem and the item was back-ordered and that it would be shipped in 2 weeks. My last contact was on * December where I spoke with "[redacted]" and he promised it would be delivered no later that ** December 2014. I have not received the item nor have I received ANY correspondence from the company. I've asked for the order to be cancelled and my money refunded, and still haven't heard back from them.Desired Settlement: I would like my money back. And if possible, restrict them from doing business if you find this to be their standard operating procedure for all orders. I would like the Revdex.com to look into the possibility that HomePerfect is committing a crime by charging customers, holding the funds for an extended period, then repaying.

Business

Response:

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.

Review: We ordered two "Flawless 24X40 Medicine Cabinets". Once arrived damaged and in unacceptable condition. We completed the return form on their website and sent an email regarding the damaged cabinet, agreeing to keep the non-damaged cabinet. I followed up via phone to confirm and was asked to again send photos. I was told that the photos do show the item is defective and that they will send a new cabinet asap and send Fed Ex to pick up the defective cabinet. Nothing has happened yet - no confirm sent, no tracking number, nothing. I am very worried that we will not receive a replacement cabinet. Revdex.com shows an A+ rating which I relied upon when placing this order, however the reviews I have since read on [redacted] make me very worried that we are being scammed.Desired Settlement: We would like the replacement cabinet sent asap per their agreement via phone and email on 7/*/2014 to do so. If they cannot replace the damaged cabinet we need a refund asap. Other customers experiences show that this has taken months to accomplish and in some cases there was never a resolution.

Business

Response:

There is certainly nobody scamming you in this situation. Your tracking information is with FedEx tracking [redacted] and it is expected to be delivered to you tomorrow. It does look like the system did not generate your tracking update and we will look into why this happened. It was sent out last Wednesday the [redacted] and coming from the east coast to the west coast so it took a full week. You can throw out the damaged cabinet. We've changed our damage claim process and will no longer be picking up severely damaged items. Please feel free to give us a call if you are needing more information. ###-###-####. Our customer service office is open from 9am until 5pm est Monday through Friday and salespeople are available to help from 9am to 10pm est every day. 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:

We just received the duplicate medicine cabinet sent by Home Perfect and the inside mirror is completely broken. We didn't even take it out of the box. Pictures were forwarded to [redacted] at Home Perfect. This matter is not resolved until we receive a product that is NOT defective. If that's not possible we expect a full refund. Thank you.

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

Sincerely,

Business

Response:

I understand the cabinet arrived in good shape today! We will not need the damaged items back as the damage claims have been filed on them. You can throw them out. I do recommend taking off the hinges and keeping the shelves in case you need replacement parts in the future. Any parts that are good might be good to keep if you have a place to put them away. Sorry it took a few times to get everything there in good shape. Mirrored cabinets too often have shipping issues. Enjoy! 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 placed a large order for bathroom equipment and furniture for 2 bathrooms on May *, 2014. A few of the items were not in stock and required to be ordered from the manufacturer and as such, had lead times that were represented to be approximately 4-6 weeks from the date of order. During the waiting period, I requested lead time estimates for delivery of the products on more than 7 occasions (4 through emails dated 5/*, 5/**, 5/**, 6/** and 6/**; 2 through phone calls on 5/* and 5/**). I was not given any substantial update until June ** and even this was a significant delay of 12-13 business days. I finally received the items and found that out of the 12 large items shipped, 7 were found to have defects, including both bathtubs that were delivered. At the request of the sales person, I accepted 5 of the 7 defective items which included both bath tubs even though (i) both had material scratches and looked to be chipped pieces that were glued back on and (ii) one of the two bathtubs was not the correct size and model ordered. As part of the remediation efforts by Homeperfect, the Company placed the correct order for the bathtub but again, did not supply any estimates for lead times. I have been basing my schedule on this and as a result, I have incurred additional fees due to delays with my contractor and inability to provide updated lead times to schedule properly. After a week and no material visibility on lead time, I had to move in another direction since my remodeling had to move forward. I had to buy another bath tub and since the two bathrooms are designed to be a mirror of each other, I purchased two of the same model bath tubs. As a result, I do not have use for either of the two bath tubs that were received from HomePerfect. Note that it seems that HomePerfect was in clear violation of Federal Trade Commission regulations that require merchants to provide estimated lead times and at the 30-day mark, to either refund the purchase or obtain consent from the consumer that the wait was going to be longer (there is no implicit consent). I seeked a refund on both bathtubs but Homeperfect would only refund 1 of the 2 bath tubs (the one that was the incorrect size). If I had not accepted the delivery of the bath tubs, I do not feel I would be in this position and I believe Homeperfect, in addition to the FTC violations, did not act in good faith by pressuring me to accept the defective merchandise.Desired Settlement: I would like a refund of the second bath tub.

Business

Response:

Our customer processed a large order with multiple special build to order items. These items were put on order and an estimated lead time of 4-6 weeks was quoted. During that time frame, manufacturers do not give any updates, rather an estimated shipping date. Customer was advised of the estimated shipping date as soon as it was available from the respective manufacturers. He was kept in constant communication with myself, both with emails and verbal updates via the telephone. At no point after the 30 day mark did customer request cancellation. When the merchandise was delivered to customer, he accepted the merchandise in. There was some manufacturing defect to the products, and one manufacturer worked directly with him to reconcile these issues. The other issue was a fault of the purchasing warehouse in ordering the incorrect tub. We apologized and began with the pick up process for the incorrectly shipped tub. We advised customer that the new tub would still be a special build to order, and would have a similar time frame, as such things cannot be rushed. Customer approved the new order and we sent this new tub order to the manufacturer to be built. Customer was understandably very insistent on getting a time frame for delivery. We advised that we had an estimated ship date from the builder, and that was the best we could do. He stated that we were in violation of FTC regulations and began sending pages of regulations and various documents. He

advised he planned to sue us for upwards of $16,000. At this point, we offered the customer a full cancellation of all non-shipped merchandise and a full refund for said products. He accepted, and we issued a prompt refund.

We have set it up with out carrier to pick up the incorrect tub, the BOL is attached. It has yet to be picked up. A refund cannot be issued until the tub is in our carriers possession. All other un-shipped merchandise has been refunded. We would like to stress that this customer was in constant contact throughout this order process and no request to cancel the order was made until the correct tub had already been ordered to replace the mistake. We made this correction immediately and were covering all expenses associated with the replacement. We also canceled and refunded all un-shipped items immediately upon the cancellation request. We cannot be expected to presume a customer wishes to cancel an order they are actively pursuing therefore consent was implied by continued participation and a complete lack of any request for a cancellation or even a suggestion of it. We, at no time, attempted to mislead this customer and acted quick to correct the few errors made on this very large order. Once the tub is picked up we will be happy to refund it.

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 believe their statement provided is inaccurate and I the complaint is not resolved. While I was in contact with the merchant, the information being provided was not an estimated shipping date. They’re response was that they would only provide shipment estimates 2-3 days prior to the shipment date. In addition to this, they never provided the shipment date 2-3 days prior to shipment. At no point in time was there verbal or email communication advising me of a shipment date with reasonable timing. In fact, the email trail will demonstrate that I was always initiating an information request on this matter. When everything was not going well, I researched my rights as a consumer and was surprised to find that the merchant did not follow regulations of the FTC regarding online sales as a merchant. Pursuant to FTC regulations, they should have sought my consent for the delay past the 30-day mark if they could not provide definite shipment date (Part 435 of the FTC). The consent is not implied by way just communicating and they should know this if they follow FTC regulations. The consent is only implied if they provide a notice with of delay with including, but not limited to (i) a revised date; (ii) a choice for a full refund. They did not provide this and as such I (i) never had the proper information to make a prudent decision as a customer and (ii) never was supplied the choices as a consumer by the merchant. As communication was breaking down, I did notify that I needed to reserve the right to legal action if this transaction was going to result in a loss to me, however, the merchant is providing a false statement that I threatened to sue for $16,000. The reference to $16,000 was my email informing them that their actions that may be in violation of FTC regulations may be subject to fines up to that amount. The merchant fails to address my statement that I was pressured to accept the merchandise and in hindsight, if I had not accepted the defective tub, I would not have been in possession of it, thereby making it eligible for refund. Secondly, their reference to me working with the manufacturer on a few of the defective items is misleading as they failed to mention that I had to initiate conversations myself to get the manufacturer to remedy the defective products. The merchant also may have made a false representation as an authorized [redacted] dealer in an email to me when in fact, it is not the company, Homeperfect.com that is an authorized dealer but it may be their distributor, in which case, I am not sure the warranty carries over to the consumer. The [redacted] of [redacted] sent me an email to inform me that they do not have to honor their warranty as Homeperfect is not an authorized retailer of their products but that they will make an exception to remediate the situation. I have not requested anything on this but realistically, if they are not an authorized merchant of [redacted] then I purchased a product without a warranty through misinformation and should be compensated for a full refund on all [redacted] products purchased or provide the warranty themselves. Lastly, I had to inform the merchant about picking up the incorrect tub and had to continuously pursue them to schedule a pick up. After my 4th email, I finally received an estimated pick up date of August [redacted] but similar to my past experience with them, schedules seem to be a guideline and not a “schedule” as the shipping company called me to schedule a pickup on the [redacted] and were not aware of the [redacted] as the date. Accordingly, I would expect a response from Homeperfect that would deflect responsibility on the shipping error as its not their company but my point is that they do not seem to be organized and it reflects in all facets based on my experience. All in all, I was in constant contact as they correctly cite but I did not receive any meaningful information to make an informed decision as a consumer, nor was I informed of my options as a consumer. As such, I am requesting a refund for a product that I should not have accepted and if it was not accepted, would have been refunded.

Review: I ordered a Majestic WR2500X02 Wood Insert Stove on Aug [redacted] (they charged my [redacted] in full the same day) and it said in stock and ready to ship 4-7 days. Three weeks later I called and talked to customer service and they said there was a delay and I would be getting it on the following week Sept [redacted]. We are now 6 weeks later after ordering the stove and they are still giving me the run around. I would just check there website today and it still say in stock and ships in 4-7 days. They are false advertising this product if it in fact not in stock and obviously cant ship it.Desired Settlement: Full Refund

Business

Response:

We are very sorry for this situation. The stock feed from this supplier still shows the item is available and they advised me today it is still a few weeks out. We have been trying to get this shipped and getting nowhere. I have asked the merchandising team to do a detailed stock check and stop using the automated stock feed from this distributor that has caused us a few issues lately. Your full refund has been issued and we apologize again for the trouble with this order.

Review: HomePerfect shipped the wrong product to my home. I ordered two heated towel bars in brushed nickel finish. Upon arrival, one of the towel bars was in a polished finish. I contacted HomePerfect to return the item. They requested a photo of the incorrect item, which I provided and then asked if I would like a refund or replacement. Since it had taken weeks for HomePerfect to acknowledge my issue, I opted for a refund. I requested a return label (RGA label) per their return policy and was assured it would be sent within 2 days. I have repeated this exercise 3 times now over the course of the past 3 months yet I still have no return label.Desired Settlement: I would like HomePerfect to provide with a pre-paid return label so I can return my product for a full refund as was promised several times.

Business

Response:

I see return label was emailed to the email used to place your order on December [redacted], January **, and January **. HomeProductsToGo is no longer in business so I am taking over any issues still outstanding from before that site shut down. Sorry the emails being sent didn't seem to come through. Sometimes they are sent to a spam folder. I have asked the warehouse involved if the item has been returned and will ask them to take care of your refund as I don't have direct access to that old system. Let me know if you still need a return label and I will send it myself. If the return is already at the warehouse I will make sure they get your refund issued within the next 24 hours.

Review: I ordered a Toto toilet in early June and received it about a week later. A few days later I got around to installing it. Everything was fine, except the toilet lid was completely shattered. It was packed loosely in the box and didn't fare well during transit. I called Home Perfect on June ** and was told the I should receive a new lid directly from Toto within a week or so. After several calls back to Home Pefect, an online ticket submission that was ignored, I'm still waiting for my lid (it's now Aug **). HomePerfect customer service has told me on three separate occasions that the lid would be shipped. At this point I can only conclude that they have deliberately lied to me, with absolutely no intention of ever shipping it to me. I've wasted quite a bit of time on this and have had to live with lidless Toto toilet for far too long.Desired Settlement: At this point, I don't have any faith that Home Perfect will actually send the lid. I'd rather get a $60 credit to my credit card so I can buy one from [redacted]

Business

Response:

Normally the lid would have immediately been sent to you directly from Toto but in your case the lid is backordered with the manufacturer. We have a PO for it with Toto as of June [redacted] but clearly they have not been able to fulfill that order. If a normal order is backordered we are alerted but replacement parts work a little different and our team just discovered the backorder status on your lid when checking on it. According to Toto the lids are backordered for up to eight weeks. I can leave the order open while you seek the lid elsewhere. If you find the lid in stock somewhere you can let me know and I will refund the $60. This way you at least have the lid on order somewhere in case nobody has it. Very sorry your replacement lid is affected by a backorder situation. If you want the $60 credit I can issue it any time. Let me know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I find that their proposed resolution is satisfactory to me and the matter will have been resolved once they credit me for the cost of buying the toilet tank lid elsewhere. I just placed an order at [redacted] (see attached invoice) for the replacement part and expect to receive it later this week. Note that the invoice shows a total cost of $65.11, but that is net of a $1.73 credit that I had on account with [redacted] due to a previous transaction. If needed, I can furnish proof that this amount was credited to me by [redacted]. The total amount that HomePerfect should credit me is actually $66.99.

Review: In September, 2014 I purchased a KWC kitchen faucet O# [redacted] RGA # [redacted]. It arrived [redacted] with much of the inside packaging damaged and it was the wrong faucet. I returned the faucet and was charged a 25% restocking fee plus I need to pay [redacted] return shipping. I feel that since the faucet was the wrong faucet and had damaged packaging I should NOT be charged a restocking fee or pay the return [redacted] charges. I have pictures of what I unpacked and the [redacted] receipt.

Cost of faucet $375.24. Credit I received $ 281.43. 25% restocking fee $ 93.81. [redacted] charge $ 22.50. Telephoning, emailing or chatting with Home Perfect has been most frustrating and unproductive. I would like $ 116.31 ( 93.81 restocking fee plus 22.50 [redacted] charges). Please help.Desired Settlement: A fair settlement.

Business

Response:

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.

Review: I placed an order on 4/**/2013 for several shower/bath products equaling $1,131.79 for our new basement bathroom. Because we were in the early stages of finishing or basement it was ot time yet to install these items. Two weeks ago we opened all the boxes as our contractor is now ready to install everything and noticed that we are missing one of the items ordered. I have emailed this company and they did not respond, I left messages and again no response...I finally got a hold of someone who spoke very little english and continued to tell me that the item is in the box eventhough I tried telling him multiple times that it is not. I asked to speak to a supervisor and he hung up on me and I have had no contact with them since! I have already purchased this item from another vendor and I will be more than happy to provide a receipt. The items is a $33 wall supply elbow and the cheapest thing on my order but I had to have it in order to install the $415 hand shower that I also bought from them. My frustration is in their lack of customer service and accusatory manner of treating a customer. If I was trying to cheat them out of money or product why would I pick an item that is $33 when I have spent over $1,000???Desired Settlement: I just want my money back for the item that I did not receive because at this point I've purchased it from another vendor!!

Business

Response:

I left you a voicemail today. Please email me or call and I can clear this up for you. [redacted]. or ###-###-####. I would like to know who you spoke with previously as well so I can address this issue. Very sorry for the experience you had.

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: The seller advertises on every webpage a "Low Price Promise" "We'll beat all major competitors" I asked them to "beat" Pex Supply's price. They refused. They would only match. This is a bait and switch tactic. This is the conversation I had with them.

I am interested in MPN [redacted] UPC [redacted] Brand Fantech Your price is higher than your competitor. How much are you willing to beat it by if I try your store instead of my normal supplier. ?You don't have any coupons similar to them and don't have their price either. [redacted] joined the chat [redacted] What competitor are you referencing? pexsupply is my normal warehouse If you can beat their price by more than 10 percent I will try home perfect as an alternative [redacted] We can match their price, but cannot beat. Well than I have not reason to switch to you because I am happy with their service and they are more established. Your site says you will beat an competitor price SO obviously that is not corect It says "We'll beat all major competitors" that does not mean match [redacted] We don't have the wiggle room to beat, . We do our match/beat reviews on a case by case basis. Well what can you do on this item to earn my business? [redacted] I can match the item, . I can't offer anything further. You can't even do 5 percent for a new customer? [redacted] No, we have no room on pricing. Can you ask your supervisor? [redacted] I am the [redacted] here at Home Perfect. Wow. I am really surprised that you would not do more for potential new customers [redacted] It's a very heavily discounted item at an already competitive price. I have offered to match our competitor. Well I don't feel that is good business. Especially since your website doesn't say anything about matching, it only says beat and you have not even offered to discount by 15 dollars or something. [redacted] I'm sorry, . Our best would be matching the price of this item. Than you should change your advertising. If you do 15 dollars of Ill go with you. [redacted] I can't offer any more, . I've been honest and straight forward in my advisement each time. Ok. Well you can't do business with a merchant who won't even honor the promise tat is at the top of each page of their website. [redacted] Thank you for your feedback. I will post that on some sites. and this dialogue thats not honest business. or fair. [redacted] It is honest, . We are a small independently owned company and we do our best to match or beat competitors. In this case, we could match. Our advertisement is clear and concise and your questions were answered honestly and quickly. We cannot be bullied into reducing the price. Sure. But than your advertisement should read that you MATCH competitors price. Wheras your advertisement reads hat you BEAT competitors prices. So that is what we call a lie. How is that honest? How does that have integrity? [redacted] , again, I appreciate your feedback. Just because you answer questions does not make you honest. [redacted] Thank you for your opinion. and being polite is not being honest. However putting true statements on ones website is honest. [redacted] Thank you for your feedback. Have a good night.Desired Settlement: To honor the price beat policy on the item.

Business

Response:

I spoke with your sales adviser and she states she did offer to beat the price you found elsewhere but not by the amount that you were demanding. There are times items are on sale elsewhere at very steep discounts and it will limit how mush we can beat the price by. The low price guarantee also cannot always apply to another companies clearance, refurbished, or open-box price as those are special situations that create a non-level playing field. We will, however, try to get as close as is reasonable to the low price even in those situations. We understand the need to save money and we love saving our customers money. We're sorry the price we offered in this situation did not meet the price you desired. We did, however, offer to beat the competitors price you presented.

Review: I had ordered an item on 10/**/14. Their website says shipping in 2 business days. On the [redacted] I called and asked why nothing had been shipping. They stated that one of their items was backordered (despite that it STILL says on their website that it is in stock). They told me they would send me part of my order and that the rest of the order would be sent on [redacted]. I called on the [redacted] and was told that the item was shipped and should be receiving it "soon". It is now the [redacted] and it has not been shipped. I've called them only to be put on hold 5 different times for no reason only to have them come back on the phone with no solution. They are now telling me it was not shipped and that it is backordered again.

.Desired Settlement: I want a complete refund. I also want their Revdex.com rating lowered. Looking through their complaints, this is not the first time it has happened. This is a shady company with shady business practices and it is an absolute travesty that the Revdex.com has them rated as an A+.

Business

Response:

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.

Review: I ordered a kitchen faucet and it arrived on 6/**/13. I opened the box the next morning and the faucet had what appear to be clamp or vice marks on the neck. I followed the online instructions for reporting the damaged item and requested an exchange on 6/**/13. Since that time I have sent no less than 6 follow up emails. After 3 of those emails I was told they finally received the information about the damaged item and would be in touch. It took 2 more emails to get confirmation that they would exchange the faucet. I finally was told that I would receive via email a return shipping label within 48 hours. That was 8 days ago, still nothing. No follow up. So in summary I have a damaged faucet, credit card bill for said faucet, and poor unresponsive customer service who may or may not allow me to return the faucet.Desired Settlement: At this point we would like a replacement asap since this is holding up finishing our kitchen renovation.

Business

Response:

Hi [redacted],

Sorry you've had trouble with this return. The RGA and mailing label have been issued but for some reason it did not make it to you. I have requested everything to be sent to me and will forward it to you later today when I receive it. It will come to your aol email account so keep an eye on the trash and spam folders in the case it is flagged as spam. We are certainly willing to replace the faucet or fully refund you. I ordered your replacement but unfortunately your item is out of stock in the warehouse. Grohe products typically take about four weeks getting to you if they are out of stock. I'll email you personally with your return labels and you can let me know if such a wait for the replacement is even possible. Very sorry this order didn't turn out well.

-[redacted]