Home Perfect

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]

Review: I ordered a sink. I took the sink the sink to the granite fabricator who told me three days later that the sink was damaged. In their opinion, the sink had been packaged that way because there was no damage to the box.

Catch 22 on the Home Perfect website. Return policy section on the website says that products must be returned within 30 days.

[redacted] at Home Perfect informed me that their Shipping section informs you that damages must be reported within 48 hours and that I may not be able to get any money back.

Why would anybody who wants to make a return, read the section about their shipping policies?

They did give me $100 credit towards a new sink.

I feel cheated because their return policy is hidden under Shipping and Deliveries instead of being written out in the Return Policy section.Desired Settlement: Return of $187.00.

Business

Response:

We, in no way, hide or intend to make it difficult to understand our policies. We also set our policies based on the realities of what we're able to do when damage occurs. I have attached our policies that are always available on our site for everyone involved to read through and see that we have attempted to be very clear and reasonable with our policies. The longer a person takes to report shipping damage once an item is delivered and presumed to be good the less we are able to do to attain credit for a replacement. According to our policies this shipping damage was reported too late for us to do anything about it but we made exceptions because we understood the dilemma and wanted to help. We applied the credit we would receive if a damage claim is approved by the carrier (which is unlikely) toward a replacement for the customer and we covered the shipping to get the new sink to the customer as well. We weren't even able to completely cover our cost on this replacement with what we charged. We took a hit on this so the burden wouldn't be solely on our customer but are unable to offer more unless damage is reported in the necessary window of time as clearly stated on our customer care page.

Review: I bought a faucet from Home perfect, they sent me a defect faucet, after I receive it, I called Home perfect about the problem. they sent me the label shipping to return it back, the track number [redacted], I shipped Tue on 12.**.13 and they receive it on 12.**.13 at 10:26 A.M. till know they did not refund me my money. I called them about that, they said they will refund me the money soon.

today march,**2014 and no refund yet.

ThanksDesired Settlement: Refund me the money.

Business

Response:

The refund is being rejected by our system. This is likely due to the age of the order. I can send money to your paypal account used if that works for you and is still active. Let me know if that is good for you and I will send the money for your refund. It looks like a refund attempt has been made a few times on your order. Sorry they have not gone through. Thanks!

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:

The seller (home Perfect) told me many time they will refund the money to me paypal account. I don,t mine to refund the money to me paypal account or just send me the check, either one.

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

Sincerely,

Review: We ordered a light fixture from HomePerfect.com -Access Lighting 50108-BS/CLR( Aquarius Semi Flush or Pendant in Brushed Steel With Clear Glass) for the price of $276.64 The package arrived in good condition, and after opening everything in the box seemed to be OK. Our electrician started installing the fixture, but there were 2 sets of 3 missing parts( marked A- Rod 1, B- Rod 2 and C-Rod 3 on the instructions). On September **,2013 I filled a return request with the comment, that we just need the missing parts if that is possible and not return of the item. I received a automatic return conformation shortly after that. The next morning (9/**/2013) I called and explained the situation. The costumer representative told me if I want to call the manufacturer and check if they have extra parts, so we'll know if we should return the item or just wait for the missing parts. We called Access Lighting (manufacturer) and they said that they need a call confirmation with detailed explanation of the missing parts and the order number from Home Perfect, so they'll know where to send the parts. Later that day I called Home Perfect to confirm that I'm keeping the order and I'm waiting for the missing parts. On 09/**/2013 I called Home perfect expecting information for package tracking, but they still couldn't answer my questions, stating that nobody from Access Lighting responded, and they cannot contact the manufacturer's Customer Service. They assured me that as soon as they know something they will let me know. The same evening I called again and asked for an advisor. I spoke with [redacted] (ext.[redacted]) and asked if any progress was reached between their company and the manufacturer. He notified me that the same morning the request was send and they need 24 to 48 hours for respond, but he will personally take care of the problem. At that moment I saw no interest from that company to fulfill the order. I called the manufacturer (Access Lightning) and explained the situation. It took 10 minute conversation to fix the problem (I will attach the emails with them). On 09/** I called Home Perfect to tell them how disappointed we were from their company. They still didn't have any respond from the manufacturer and they just needed more time. Through our conversations I was disconnected twice and obviously the advisor didn't want to talk to me (with the excuse that he wasn't there at the time). Their customer Service was notified for upcoming city inspection, which we failed to pass on 09/**/2013.Desired Settlement: After spending over 105 minutes on the phone with HomePerfect.com, who had no interest and progress to fulfill the order we personally feel very upset and distressed from this company. At the end I communicated and reached my goal spending only 10 minutes on the phone with Access Lighting(manufacturer). We believe that some kind of refund should be desired after the company failed to deliver the product that they advertise and sell on their website. The payment was made in full and we expected the product to arrive as announced. We also failed an inspection, which cost us more money.

Business

Response:

Our lighting orders are shipped directly from the manufacturers. Any parts that were missing would have been left out by the lighting company itself. I see a note on your order that we originally requested the parts to be sent to you on September [redacted] which is the day we were informed of the missing parts, from what I can see. Had you called before this? I then see this note on the order on September [redacted]... "Hi The missing parts are already shipped out via FEDEX with tracking [redacted] This shipment was delivered on September [redacted]. Was this information not accurate? I'm sorry to hear you ran into issues with your order. I can offer a $25 credit to you as a token of apology.

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: We accidentally purchased the wrong oven hood and paid over $500. We did not touch it or install it. Under the Homeperfect.com return policy, the customer is charged a 25% "restocking" fee, in addition to being responsible for shipping the product back (which would be very expensive for large items, like oven hoods, but which I understand - that is not the basis of my complaint). This strikes me as a wholly unreasonable return policy. A percentage of the overall purchase price is not a reasonable measure, and certainly 25% is far too high. Essentially, they are asking us to pay $125 (25% of $500), plus shipping, to return to them a product that is untouched and which they can resell.Desired Settlement: Homeperfect.com should change its return policy - returns of unused items should not cost the consumer anything (except maybe shipping).

Business

Response:

Your restock fee was reduced to the smallest amount possible just to cover what we will be charged by the warehouse that shipped your order. We don't like these fees either and always work to minimize them but with shipping, damages, and other possibilities returns can become quite expensive for everyone involved. Your item has made it back now and your refund is issued. 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:

I was made to pay $93.75 for the refund, which I still find to be unreasonable. For most businesses, refunds are free, except that the customer is sometimes responsible for the shipping costs associated with the return (which I also paid in this case). I would like to be refunded my $93.75 as well, so that the refund is free. Your arrangement with the warehouse is your issue, not mine - I would think that the returns would be an ordinary cost of doing business that you should accept and pay yourself rather than passing it on to the customer.

Best,

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

Sincerely,

Business

Response:

Under normal circumstances our return policy requires a deduction of the outbound shipping we paid as well as a 25% restock fee. This is clear in the attached return policy which is available on our site. I included the link to our return policy as well. We have been more than generous with accommodations considering range hoods are heavy and expensive to ship. You took advantage of our free shipping option originally so that was an expense we covered to get the item to you which normally would be deducted from a return because the purchase agreement is broken once the return is made. Your restock fee should have been $129.64 on this order and the shipping to get it to you should have been deducted as well. A lowered fee of just $93.75 means we did share the brunt of losses associated with this return with you. We offer excellent pricing on high end brands but we are not a manufacturer and therefore must pass the costs of returns onto customers making returns to the warehouses that supply our orders. The notion of covering fees for a return we did not choose to make is a nice idea we wish we could offer but it is simply not a reality. We are sorry you're unhappy as customer satisfaction is extremely important to us. However, we cannot absorb any further loss associated with your return.

Review: I placed an order through a sales rep, [redacted]. Due to availability, etc the order was broken into three orders, [redacted], and ...[redacted] I had previously also signed up for the companies reward points program that clearly says I would earn one point per dollar spent on product. There is no exclusions or otherwise listed on the program page or any other location on the website. Expecting the points, which would equate to $120.06, I logged in to order a product. I found only the first two orders received points and that equated to only $31.70. When I contacted [redacted], she said she did not tell me I would be getting points and that I received better pricing and purchased through a sales member (her) so I was not eligible for points. She could not explain why I received points for the two separated orders but refused to credit my points for the large order.Desired Settlement: I would request that HP credit me the entire $120.06 towards my purchase that I would like to make and then update their Rewards page o include information and disclaimers that orders made through a rep may not be eligible for points.

Business

Response:

[redacted] has been instructed to issue the points for your orders placed. When you're working with a salesperson please do keep in mind that many times they are offering pricing that cannot be combined with other discounts. We do not wish to place too many complicated disclaimers all over the site for simplicity sake. The salespeople have been instructed to inform their customers that by agreeing to extra discounts while placing orders with them you agree to forfeit further discounts or extra promotional credits. We are a small business and we try to do everything possible to give our customers the best pricing and service available. We ask for your understanding that generally, in any retail environment, discounts are not typically able to be combined and compounded on top of each other. We are giving you the $120 in this situation because [redacted] didn't specify this to you. Sorry for the trouble. We hope you enjoy all of your wonderful merchandise!

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 purchased an item which arrived defective because of improper packing by HomePefect.com. After one month back-in-forth, their representative [redacted] sends me an email that I can return the defective item. The email indicates return postage will be supplied, however, it does not. In response I have sent three or so emails indicating to [redacted] your email attachment has only return instructions, but no return UPS label. To date (started late last week) still no response. I will also move forward with my credit card company to dispute the original charges.Desired Settlement: The above refund to include return shipping.

Business

Response:

Hello, sorry you are having trouble with the return label. There should be a link in the email, or in the document attached, that opens the UPS label for you to print it out. The tracking number for the label is [redacted]. I will send another label just as a PDF attachment just so there are no more issues with the link. Look for the label within the next half hour. once the item is sent off we can issue your full refund. 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 order 2 faucets on 9/**/2014 from HomePerfect.com. [redacted] arrived for delivery on 9/**/2014. The box was damaged externally. The delivery driver would not allow me to open the package for inspection nor give me time to find a camera to take pictures. My only option was to refuse delivery. I informed HomePerfect the same day. [redacted] returned the package and it was delivered to HomePerfect on 10/*/2014. I have heard nothing from HomePerfect since that time. I sent messages using the HomePerfect messaging system on 10/**/2014 and 10/**/2014 but again received no response.Desired Settlement: Refund of the purchase amount: $364.04

Business

Response:

Your order was refunded in full on 10/**/14. The credit memo is attached. I see on 9/[redacted] informed you we needed damage photos, which you obviously could not send, but he also noted your order saying the damaged items were coming back to the warehouse. It can take up to 30 days for items to reach the warehouse, be processed, and for us to be informed to issue the refund. We are sorry for the lack of communication that looks like did occur with your order. Please refer to the attached credit memo and confirm the refund was received. If it was not please respond accordingly and I can further investigate.

Review: I purchased a sink for a kitchen remodel I am in doing in a home I am due to move in to in 2 weeks. I paid $314 for a Blanco 510-883R Wave 37 X 21 Inches Undermount Double Bowl Kitchen Sink In Satinless Steel. I opened the sink as soon as it was delivered. The box was intact but the product was severely damaged. I immediately went to their website and submitted a support ticket #[redacted]. I got an email from a [redacted] with home perfect asking for pictures of the damage so they can file a carrier claim. I promptly responded the box wasn't damaged and it wouldn't be a carrier claim and then a couple hours later I sent the pictures requested, as soon as I was able to get to the location to take the pictures. I have been emailing them for a week with no response. I went back to the website tonight and they closed out the ticket without any response or resolution. This sink cost a good amount of money and is now delaying my ability to complete my renovation because I need the sink to supply to my granite countertop people.Desired Settlement: I wish to get a replacement immediately. It is absurd that someone can spend so much money for a kitchen sink to get this kind of service. I will never shop here again with continued service like this.

Business

Response:

Your order has been refunded in full and we do apologize your sink arrived damaged. Unfortunately we did not have more of them in stock and had no way to get a new one to you quickly enough. We know remodeling requires many things to come together at one time and when something arrives broken or doesn't work as it should it causes major headaches. We're sorry for this headache. 92% of our orders arrive unscathed to our customers and when they don't we do everything we can to remedy the situation. Unfortunately your situation did not have an easy or quick remedy. We hope the remodel turns out beautiful and apologize again for the sink being damaged in transit.

Review: I shopped online and then had called Home Perfect to find out if they could provide product onside delivery prior to my departure on a vacation 8 days out. I was assured and they confirmed that yes they could. I ordered a Weil Mclain furnace from Home Perfect over the phone on March **, 2015. The delivery did not occur as promised prior to my departure. My father- in -law took had to take receipt of the furnace in the following days while I was on vacation and the delivery was uneventful. When I returned I did wait until May [redacted] to open the seemingly intact. I checked the condition of the furnace, only to find that it was heavy damaged (it appears to have possibly been dropped some number of feet potentially during shipping and handling) the furnace is possibly a total loss. When I called Home Perfect the next day they told me that they had informed me at time of purchase/order that I only had two days to review the condition of the unit post delivery and that they communicated that to me at time of purchase. That never happened. I cannot find that info anywhere in any of the documentation they claim that they provided me about the two day limit of inspection post delivery from time of order. I sent numerous photos of the damage and had requested they make an exception to submit a claim which they did with the shipping carrier [redacted], who ultimately was responsible for the damage to the furnace. That claim was formally rejected yesterday Monday June *, 2015. Home Perfect stated that was the final conclusion of the action that they would be able to take. The worst part is that once I opened the packaging that was black shrink wrapped, there was clear shrink wrap underneath, the original pallet was damaged and placed on a larger pallet, and both packing straps were not intact between the pallets and the furnace. Thus meaning that the carrier [redacted], may have attempted to cover-up the damaged furnace by stacking pallets and re-shrink wrapping the whole package including lack of proper strapping to the pallet with black shrink wrap. This was a despicable action at best to try to cover it up. Home Perfect did offer to replace the furnace is their cost plus shipping, hardly standing behind their product.Desired Settlement: For (Home Perfect) or ([redacted] who may also carry some responsibility for the damage to the furnace), to make good on my $2142.99 purchase, and replace the furnace that is so badly damaged I fear to have it installed. I intend to open a complaint about [redacted] as well.

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 new boiler size go-3 and a new go-3 burner. When I received the order everything look good. I proceeded to take out my old boiler and install the new boiler. After installing all the piping to the new boiler I was ready to install the new burner. I took it out of the box and installed it to the new boiler. After I install the new burner I noticed a tag the said it was a go-4 burner, one size larger. I looked again at the box the burner came in and the go-4 and the part number was go-4 but was changed to go-3. The go-4 is too large for my boiler so May [redacted] I sent pictures of the box and burner to [redacted] my sales person and she said she will check the warehouse. Now they don't even answer the phone for me.

Order # [redacted]Desired Settlement: Replacement with the burner I ordered go-3

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 product on order #[redacted] on 6/**/2013 for $244.14. It is now 7/**/2013 and I still do not have any shipment confirmation information from Home Perfect. I've submitted three requests on their online help desk to request a shipment date on 6/*/2013, 6/**/2013 and 6/**/2013. They keep telling me they will give me an update because the order is with a manufacturer. I have not received an update. I contacted click to chat twice and both times, the click to chat person (one named “[redacted]”) dropped my conversation when I questioned them about their cancellation policy or getting contact information about the manufacturer so I can check on my order myself. This company is not transparent, completely evasive, and not helpful to their customers. I consider this fraud since they've charged my credit card for the items two weeks ago and they cannot confirm when my order will ship not give me any other information. The click to chat people let me hanging for 15 minutes each when I questioned them about cancellation. Finally I gave up.Desired Settlement: I need to cancel my order and expect a full refund.

Business

Response:

Hi [redacted],

Very sorry to hear you've had trouble contacting us for information. I will be discussing your situation with my team and we are looking into ways to improve our lighting sales process. I looked into your order this morning. I did try to cancel it per your request but the manufacturer then provided me with a tracking number for your shipment. It is shipped FedEx on June [redacted]. I will email the tracking number to you right after sending this response. I am also going to request that our online chat system be checked for the issues you mentioned. If you still want the light please let me know or if you want to return it just refuse the delivery or I can set up the return at no expense to you. Again, sorry you ran into these issues. I hope this helps. I will email everything to you personally and you can work with me in the future. 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: Ordered and received a Blanco Sink from Home Perfect (Aug ** Order date) Opened box all looked good. Granite installers arrived opened box and looked at sink and immediately spotted a "fissure" in a location that has been a problem for them in the past. Immediately contacted Home Perfect, there response is they will sell me another for $230 because I did not claim damage earlier. There was no damage, this is a defect according to my installers who have seen this many times. The shipment box was not damaged and this issue was not noticeable to us. I also called Blanco, the manufacturer of this sink and they said Home Perfect is not a authorized dealer, it is up to them. So my project can not move forward, I have a defective sink that Home Perfect sent me and the only resolution according to them is to buy another from them at a discounted price. I have sent and received numerous emails, including sending pictures and I get the same response.Desired Settlement: Immediately send a replacement sink and cover the cost to return this defective sink to them.

Business

Response:

This sink was delivered and presumed to be in good condition according to your [redacted] tracking information on September [redacted] this year. Damage was not reported until November [redacted] this year. This is more then two months that a sink presumed to be in good condition was in your possession and with Home Perfect having no control or influence as to how the sink was handled. If the sink was damaged by the carrier, [redacted], we have to report the damage within two days of delivery so the responsible party can cover the cost of the replacement. We make this policy to report damage within two days clear in both our checkout page and in our customer care section. It is very important that customers do their due diligence to inspect and immediately report damage on large, heavy, and fragile items, naturally. We have offered to cover some of the cost of a replacement for you even though at this point we would not be expected to do so. We do want to help you as much as we can but we cannot simply buy you a new sink. The sink is not defective. There have been no manufacturer reports of defect issues with this sink. A cracked sink of the type you purchased is from mishandling. The sink lists for $795.00, we charge $397.99, and we are offering a replacement at just $270 because we do want to help. We will also cover shipping for the replacement and the cracked sink can be disposed of by breaking it up. The supplier would reject a cracked sink return. Let us know if we can get the replacement sent. Thank you for this opportunity to better explain the circumstances.

Review: Bought a Blanco 516321 Undermount Equal Double Bowl composite granite Sink in Biscuit from HomePerfect.com on July [redacted]. Sink arrived in late July and I thought I had checked the sink sufficiently when it arrived since I had inspected sides and bottom but not the 3 places the strapped on styrofoam covered (tops of sink sides and top of middle divider) assuming the styrofoam had protected it and assuming that it could not be damaged under the styrofoam protection. We re-boxed it and left it undisturbed until we were ready to install a month later. When we took all the styrofoam off, we noticed 2 cracks, one on each end of the top of the central divider that had been covered by styrofoam. I assume it was damaged before shipping since the defect was under the styrofoam that should have protected it during shipping. I contacted Home Perfect about the defect since their policy on their website says" [redacted]. " [redacted]). Their response was, you didn't tell us about the defect within 2 days and so it is too late and offered to let me buy a second sink from them at a higher price than listed on their website! I reminded them of what their website said about handling defects and working to resolve the problem and they basically responded with the same answer = too bad, buy a second sink from us. But I didn't since I shouldn't have to pay the price twice for being sent a defective sink. Therefore, they don't adhere to what their website says about working with customers to handle defects. A crack is a defect and they should try to resolve the problem. Home Perfect doesn't seem to respect their customers and is not willing to work with me to resolve the problem. I am disappointed in how they handled the order and failed to work with me to resolve this problem.Desired Settlement: Received a cracked defective sink that is unusable and so want a refund.

Business

Response:

Granite sinks are fragile items and we're proud to have a greater than 92% success rate shipping them for over 8 years. The policy of reporting shipping damage within two days of delivery is clear on the order entry page and in the customer care section of our website. This sink was delivered on 7/** and damage reported 8/**. This is 6 weeks after the delivery was made which is far outside the time frame that allows us to simply replace the sink. The sink is $340 and a replacement was offered to you at $275. We were willing to cover the replacement shipping for you as a courtesy as well. This offer still stands but please be aware that typically at 6 weeks there will be little or nothing we can do. A cracked sink is not a defect. This is clearly damage from mishandling and it's too late to file a claim with the carrier to cover this if they are the ones that mishandled the sink. Sorry for this situation but without a way to file a damage claim there is simply no way to send a free replacement. I must point out that you called my employee a liar and stated he doesn't not know how to read. This is not acceptable behavior and my employees do not deserve such abuse for simply following policy. Please proceed with your replacement in a respectable manner the same as our employees are required to treat you with. The email containing these statements is attached along with a copy of our company policy for the Revdex.com's review.

Review: Item packaging arrived damage. Home Perfect sold a "Demo" "Fake" "Only Shell" unit not intended for sale. Upon opening unit it was clear It would not work due to the damaged packaging. I called [redacted] support and they also informed me I was not shipped their full release of the thermostat. Home Perfect sold me a damaged "Demo Unit" which was only sold to Home Perfect as a sample....not for sale product. [redacted] informed me they contacted Home Perfect in regards to this and as you can see Home Perfect has now taken the item off of their website. I have pictures and anything else needed to resolve this...I just want my money back in full.

I filed a complaint with [redacted] and Home Perfect gave them a non-deliverable address when I was asked to ship product back...see USPS # [redacted]. This Item does them no good as it is not even what I ordered. Home Perfect has been difficult to work with and they are requiring [redacted] to have me ship the order to them...WHAT IS YOUR ACTUAL RETURN ADDRESS???...I HAVE SHIPPED BACK TO YOU WITH WHAT WAS PROVIDED AND YOU DID NOT ACCEPT!

Below is a conversion time and date stamped with [redacted]. This is BAD BUSINESS!...DO NOT PURCHASE ANYTHING FROM HOMEPERFECT.COM. Refund My Purchase in Full!

?Conversation Start

Thursday, ?July ?**, ?2014, ??12:13:40 PM

[redacted]: Thank you for contacting [redacted] Chat. My name is [redacted]

How can I assist you?

You: [redacted]...Its [redacted]..

[redacted]: Hi [redacted], I confirmed, Home Perfect should not have sold you what

they shipped. It was intended to be a demo unit. It will not work.

You: Did you contact Home Perfect About This?

[redacted]: Yes. They have taken our product of their site and they should

give you a refund in full.

You: I appreciate that!

[redacted]: No problem.

You: I will dispute this charge. Thanks again.

[redacted]: No problem. Thank you for contacting [redacted] Chat.

Conversation Ended

?Thursday, ?July ?**, ?2014, ??12:42:34 PMDesired Settlement: Refund In Full Via [redacted]

Business

Response:

The warehouse that shipped the thermostat insists it was not a demo and that they do not have showrooms to ever have a use for demos. They received the stock and simply informed us of the stock we could add to our site. We ship through various suppliers and we sell thousands of items and we do apologize for this oversight. There was certainly no ill intent with this sale. I've had to spend some time digging into this issue so apologize for the late reply. The item has been pulled from our website (thankfully yours was the only one we sold) and I approved your dispute on [redacted] some time ago so the funds should be back in your account. If you do not have your full refund please give us a call and we can look into this. 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 have contacted Home Perfect numerous times about a couple fan remotes that I have ordered. They stated they were shipped and recieved, I have contacted FedEx and they stated Shipper must file complaint. After numerous emails Home Perfect stated that they shipped again but did not provide tracking number. They stated that on said date it was dropped in my back yard. I have security camera footage and it shows no delivery on that date. I feel that I have been cheated. I have never recieved goods that I have paid for. Each time I email Home Perfect they state that it was shipped but will never call me back to discuss.

My order number is [redacted]and it was for 2 fan controllers totalling 108.00 dollarsDesired Settlement: Refund of monies paid or product shipped with a signiture required. I believe that if it was shipped, it was not shipped to correct address.

Business

Response:

Hi [redacted],

I am looking into your order to find the problems you need resolved. The order was shipped directly from the manufacturer to this address:

Review: I ordered 2 items and 1 of the item advertised did not matched. What I received was an old Hansgrohe product. It took about 1 month to return this item and had to follow their procedure or else no refund. This started in Dec *, 2013 and now its Mar *, 2014. I still have not received my refund. This is ridiculous and I have e-mail several times just to get this one item return. I am going to call my credit card company while this is being processed and in case nothing is done. I am going to be in New York in 3 months and maybe I can collect in person if this is not settled by then.Desired Settlement: I want my refund asap.

Business

Response:

Your refund was issued on March [redacted]. I'm speaking to the reps that handled your order but it looks like the order was too old to refund without getting new card information. The information does not save in the system after 60 to 90 days or the card might have expired since you placed the order. Sorry for the delay. We hope you enjoy your trip to New York! Please let us know if you do not, in fact, have the refund yet.

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,