Quality Bath

Complaint: [redacted]
I am rejecting this response because:
I am awaiting a decisive adjudication of this issue by the Revdex.com. Thank you.
Regards,
[redacted]

Review: I purchased a faucet online. I never opened the box. I tried to return it. I waited three weeks after calling them for them to email me a return form. I filled out and returned the form exactly as requested. The item was refused as a return. The reason provided was that it was stained. I HAD NEVER OPENED THE ORIGINAL PACKAGING. I have a highly respected general contractor and highly respected plumber who both have provided letters indicating this item was never opened. This was ordered as part of a $2MM renovation on a $15M house. I never complain nor have I ever entered a complaint to the Revdex.com. However, this is just plain fraud. I never opened this item. I believe this item was sourced by quality bath from a third party vendor so maybe it is the third party vendor who is dishonest here, but even if that is the case, Quality Bath should stand behind what the sell. Again, this is not a monetary issue for me. It is an issue of principle. You should not act dishonestly as a vendor, or retain dishonest third parties as the source of your merchandise. The third party they used here - [redacted] - has a long list of complaints against it. If I would have known that the item was being shipped from a third party of this poor of reputation, I would have never ordered it. I read the reviews for Quality Bath and assumed I was ordering from them - not an untrustworthy firm such as this one. Quality Bath should stand behind what they do and should disclose that they might sell you something that is sourced direct from a untrustworthy retailer. I would like my money refunded.Desired Settlement: I would like my money refunded.

Business

Response:

This faucet dropped shipped directly from the manufacturer to the customer and he returned

it directly back to them. Quality bath is an authorized dealer for [redacted]. [redacted]

is saying they shipped the item to him in perfect condition and received it

back damaged. Photos were sent to the customer of how [redacted] received the return;

it was stained, scratched and marked. However, the customer claims he never

even opened the box. We are stuck in the middle of this and it’s hard for us to

know what really happened as we are not there and the product has never been in

our hands.

On this dispute the customer stated "You should not act dishonestly as a

vendor, or retain dishonest third parties as the source of your merchandise”.

We work with [redacted] all the time and they are a reputable company; we have never had an issue

like this with them before. The customer put on this dispute that he paid $875

for this faucet while he really paid $631.12, this is leading us to believe

that he may not be very honest himself. Before we saw the purchase price on the

dispute we considered giving him a full refund, as we are the third party and

can’t really know for certain what occurred. However [redacted] has never been

dishonest and the customer has been. As a courtesy only we will refund the

customer 50% of the purchase price and allow him to keep the faucet.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am owed $473.34 which reflects 75% of my $631.12 purchase price (my purchase price less a 25% restocking fee).

In terms of questions they raised in their response questioning my honesty. A few facts: In my 51 years, I have never before posted a complaint to the Revdex.com (you at the Revdex.com can verify this fact). In addition to my statement, I have a letter from both my contractor and subcontractor also stating that that this purchase was never opened or installed. In my 51 years, I have never disputed a charge that I have made with a vendor using a credit card, including AMEX, Mastercard and Visa, until this incident, and I purchase $100,000 to $150,000 of personal items for personal use annually. The credit card companies can verify this fact. I have never been sued nor have I sued anybody else. I have never bounced a check, or not paid a debt. I have perfect credit. I don't believe these are the character traits of someone who is untruthful. I will not drop this until I am refunded my $473.34.

Regards,

Business

Response:

We have already refunded 50%. As a courtesy only we have

refunded an additional 25% for a total of 75% per the customer’s request. We

would appreciate if he would take all the bad reviews off from all over the

web.

Review: On 7/8/2013, I ordered an Uplift Medicine Cabinet by Robern w/ an additional sidekit. The total price for the order was $2250, including the mirrored sidekit which retailed for $100. Given that the cabinet was to be installed into a recess in the wall, the sidekit which was still unused and unopened was no longer necessary. When I attempted to return the sidekit to qualitybath.com, I was informed by a customer service representative that they would not honor the return because Robern, the sidekit's manufacturer, did not accept part returns from qualitybath. However, none of this was indicated in qualitybath.com's return policy.Desired Settlement: I would like to return the unusued and unopened sidekit and receive a refund of $100 from www.Qualitybath.com.

Business

Response:

Our customer purchased a Robern cabinet with side kits and received them on July 15, 2013. On October 23, 2013 she contact us asking if she can return the side kits. Our policy (http://www.qualitybath.com/return_policy.htm) clearly indicates that all returns must be made within 30 days of receiving the product, the customer contacted us 3 months after she received the product. In addition we clearly indicate on our policy page that we do not take back any Robern products.

We will take this product back if the Revdex.com feels that we should.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am awaiting a decisive adjudication of this issue by the Revdex.com. Thank you.

Regards,

Business

Response:

NO RESPONSE FROM THE Revdex.com.

As a courtesy we will allow this product to be returned as long as it is unopened in all of its original packing. The items and all packing must arrive back in perfect resalable condition in order for credit to be issued.

Please insure the package and send it back with either [redacted] or [redacted] to:

AS Bath

ATTN: [redacted], [redacted]

Please email the rga number together with the return tracking to [redacted]

Consumer

Response:

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

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

Regards,

Review: On April 5, 2013, we purchased two [redacted] S Single Hole Lavatory Faucets from Qualitybath.com with brushed nickel finish (SKU 31060821) for $212.93 each.

Over the past 11 months, we have used standard bathroom cleaners - nothing abrasive - including Lysol bathroom wipes. Last month, we noticed a degradation in the finish of the faucets. We took photos and sent to Qualitybath who contacted [redacted].

[redacted] has refused warranty coverage claiming that Lysol wipes contain ammonium chloride which is acidic and ruins the finish which is not covered under warranty.

First, all of our other nickel finish produced in the house from other manufacturers have had no problem with Lysol wipes. Second, lysol the ammonium chloride in the Lysol wipes is dimethyl benzyl ammonium chloride which is only a mild acidic salt. The cleaner also contains Ethanolamine which is a Ph balancer making the overall Ph of the cleaner neutral.

The finish is obviously defective and Qualitybath should take responsibility for selling defective products should refund the money spent or replace with a non-defective substitute.Desired Settlement: Refund

Business

Response:

Our customer purchased two [redacted] Lavatory Faucets on

April 5, 2013. He contacted us on March 14, 2014 saying that the finish was

wearing away and he wanted to return them for a refund. Quality bath does warranty products, we do

everything we can to help get the issue resolved but ultimately all products

are covered by the manufacturer’s warranty (http://www.qualitybath.com/return_policy.htm).

As do all manufacturers [redacted] requires that their products to be cleaned in

a certain way. Any cleaning products that are acidic or abrasive can eat away

at the finish. They do not recommend using ANY cleaning agent

that contains acid. Damage to the product caused by improper care or the use of improper cleaning agents IS NOT A

WARRANTY ISSUE; it is considered improper care and therefore not covered under

the manufacturer’s warranty. Care and maintenance instructions were included

with the faucets and had they been followed properly the customer would not be

having this problem. Our customer has been using Lysol wipes which contains ammonium chloride which is acidic and has

ultimately ruined the finish and voided the warranty. Other manufacturers may

have different restrictions regarding what cleaners are used as they produce

their products differently. A cleaner that will work on a different

manufacturer’s product will not necessarily work on a [redacted]’s product.

Unfortunately the customer damaged the finish by not

following instructions and cleaning the faucet improperly. The damage was not

caused by a manufacturing defect; it was caused by improper cleaning on the

customer’s part.

Consumer

Response:

Review: [redacted]

I am rejecting this response because it misstates the facts and implies the damage to the faucets was my fault. Luckily the manufacturer doesn't agree either and has agreed to replace the faucets after they contacted them directly. Regardless, I am not happy with the customer service of QualityBath.

Regards,

Review: I purchased a vanity set on the internet and they never had the sink I paid for. The mirror face was broken and unusable. They tell me its not their problem because I didnt notice at delivery. Box was sealed I had no reason to think it was broken. We treated box carefully - dont know what they or their courier did but it was broken before it got here. We notified them 2 days after delivery and they said because it wasnt within 24 hours they won't do anything but charge me another $100 to send me a mirror that I would have to figure out how to replace in the frame. Terrible customer service. I had problems with this whole order and they are very nasty. They have done this time and again with internet orders unfortunately I only saw all the negative reviews after I started feeling the same pain everyone else is going through. I should have used any number of larger companies that stand behind their product. They are terrible. I want my money back or a product I can use....this renders my entire matching set valued at over 1300 useless. I am in customer service hell.Desired Settlement: I want my money back and they can take their broken mirror back...or I want a mirror of the same exact type that I purchased without a huge crack across the bottom. I spent a lot of money to get a bathroom vanity set from them and they should absorb the cost of the damage in good faith. It was broken when it got here. Furthermore, I did not sign for it - the contractor did - so how does that fall within their examination at time of delivery policy that wasn't clearly shown at the time of my purchase. I always have things delivered when I am out at work. THis is the first company that I am dealing with that won't stand behind the quality of the product their agent delivered.

Business

Response:

A no charge replacement mirror has been ordered for the customer.

Review: I ordered a custom-made faucet for my new kitchen from "qualitybath.com" on July 24th. A Mr Josh Fischl advised me by email that the faucet would take four weeks to ship from "Newport Brass" in California. Since 8/24/15, I have been in touch with qualitybath numerous times and been told various stories, ranging from a "quality control" issue with my faucet, which required a new production to more generic "production delays". The shipping date keeps being postponed and is now slated for September 18th, almost two months after my order. I am actually beginning to believe that the faucet will never ship. Meanwhile, I cannot easily order another faucet elsewhere because the customization would still take four weeks, hence I remain water-less in my kitchen. I could of course buy a temporary faucet, but who will pay for it? Both the manufacturer and the distributor keep bouncing responsibilities from one to another. Should Newport Brass guarantee delivery times? or should qualitybath who made the promise? One thing I know for sure: I ordered the faucet in July based on the information given to me by the distributor that the faucet would have been delivered in August; I would not have done so if they had told me I had to wait until September or October. What course of action do you suggest?Desired Settlement: Please help ensure that this order is delivered as soon as reasonably possible. The item I ordered is now almost seven weeks in the making and I really need this faucet installed in my kitchen. Thank you

Business

Response:

The lead time given to this customer at the time of order wasthe lead time given to us by the manufacturer. Unfortunately production delaysare completely out of our hands. We can only pass on whatever information themanufacturer gives us. We always do the best we can to get every customer's theirorder as quickly as possible, and to be completely honest with our customers.In this instance, the manufacturer told us 4 weeks to ship, but had productiondelays that they were unable to foresee at the time the order was placed.Even though this was a custom order item, we gave ourcustomer the option to cancel her order at no charge to her. The customer didnot want to cancel the order, so instead as a COURTESY we agreed to ship the product to the customer via 2 dayair. According to Ups this was delivered to the customer on September 25.