I ordered a bathroom vanity with counter top combo manufactured from Virtu USA from The [redacted] in late July of When I picked it up the second August the granite counter top was in pieces I went through [redacted] ***’s customer service which put me in contact with Virtu Virtu opened a case on Aug 17th to replaced the damaged counter after a month of them not returning my phone calls or online messares I reached back out to the [redacted] ***, who in turn reached out to Virtu and finally another top was on the wayOnly to be received significantly more damaged than the firstAfter this I was in contact with [redacted] at Virtu who said she would have another sent outAfter weeks of attempting to contact [redacted] through email and voicemails, another damaged top was sentThis one so damaged the local delivery company would not sign for itI had told [redacted] that the my return window with the [redacted] was closed and I was extremely frustratedShe assured me a di
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Out of courtesy the company should issue a partial credit for the time and money I lost Regards, [redacted]
I purchased a dark walnut bathroom Virtu-usa GD-vanity through Luxury Living Direct (LLD) in CA in Aug of I viewed it at the LLD websiteAccording to their website and Vitru-usa's it would fit in a designated area in the bathroomThe first vanity I received was refused as they sent me a white one I called LLD and informed them along with providing picturesThey said to have the shipping company return the white one and they would send me a new one In the mean time I asked if they had a specification sheet they could send me so my Plumber could continue working They sent me a spec sheet that indicated the vanity was inches long When I received the second vanity it had damage to the leg bottoms as their crates are flimsy and it was only resting on 1/4" plywood Again I called LLD and sent pictures I agreed to a price discount and was sent some cover paint to repair it myself Due to a medical issue I was not able to install the vanity until yesterday When we went to fit the vanity in place it would not fit as it was to long When I measured it, it was 5/inches I called Virtu-usa Costomer Service and the rep said their spec sheet showed inches I sent her a copy of the spec sheet I had been sent by LLD and she said it was an old one I said it was current at the time I bought this She said she would try to find out what happened and call me back I also called LLD and talked to the sales/manager and he sent me the new spec sheet I received an email from Virtu stating their spec sheet states that their vanities are hand crafted with minor manufacturing tolerances up to tenths of an inch I emailed her back and said it was unacceptable and the difference between the two spec sheets was inches I have not heard back from Virtu LLD did call this morning and said the spec sheets are not to be used for measurement purposes nor the measurements on the website I asked how are people supposed to order a vanity if they don't know what size it is? LLD said you order the vanity and build the walls around it I can't believe this I now have a vanity I can't use that I bought based on specifications from virtue I asked the sales rep at LLD to connect me with management and he said they are a small company and that was him They consider their "minor manufacturing tolerance" a catch all To this day their website states the main cabinet is 71.18" W
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below 1) It was confirmed that the vanity has a TWO year warranty via email received directly from VIRTU.2) The initial contact to VIRTU through [redacted] was 8/and five subsequent times after that.3) VIRTU responded to, via [redacted] ***, that replacement parts would not be available and when asked to remove these parts from an intact vanity, VIRTU declined.4) At no time was I informed that these parts were out of stock and not available until 9/and would be shipped thenIt is unlikely I would have filed a complaint if a replacement parts order had been committed to by VIRTU.I will expect to receive these parts no later than October Regards [redacted]
I ordered a vanity/mirror The items came smashed I called Virtu immediately to report They told me they could send a new mirror but could only send me touch up paint to fix the vanity That has been nearly months and still no mirror/paint They will not answer my emails THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED AVOID THIS COMPANY
Hello Revdex.com, I have reached out to Era Ford regarding the complaint, I am currently waiting to speak to the customer to resolve the issue and provide compensation for the inconvenience I will provide an update once the problem is resolved if you should have any questions please feel free to contact me directly Regards, [redacted]
Recently purchased a vanity manufactured by Virtu from our local home depot A few weeks after installation noticed what I thought was a spot on the door which learned was actually a hole An exterminator was able to explain it was a wood borer which had put holes in the door and it was caused by poor heat treatingHome depot contacted manufacturer who explained that they do not "sell" replacement parts and the only way to get a new door would be to return the entire cabinet This would mean uninstalling the vanity at my cost, 2, transporting this heavy piece of equipment back to the store in no box (since it had already been discarded) and Having to transport a new one and pay for new installation All for door They advised they are "custom" made and they wouldn't know the exact dimensions I offered to send them the door so they could duplicate but they just do not offer parts So I am stuck with a vanity, not a cheap one either, missing a door
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below1) It was confirmed that the vanity has a TWO year warranty via email received directly from VIRTU2) The initial contact to VIRTU through [redacted] was 8/and five subsequent times after that3) VIRTU responded to, via [redacted] ***, that replacement parts would not be available and when asked to remove these parts from an intact vanity, VIRTU declined4) At no time was I informed that these parts were out of stock and not available until 9/and would be shipped thenIt is unlikely I would have filed a complaint if a replacement parts order had been committed to by VIRTUI will expect to receive these parts no later than October Regards [redacted]
Hello *** I will review your case once again and bring to the attention of upper managementan Answer will be provided to you within hoursif you have any questions please let me know. Thank you, *** *** Customer Service Manager ext*** {direct} | *** {fax} | *** ***ail} Monarch St | Garden Grove, California {address}Website | Twitter | Facebook
On 8/30/the customer submitted an email through Virtu USA’s website requesting *** *** warranty information onVirtu USA responded the same day confirming a year timeframeOn 9/1/16, the *** *** replacement request was received for Door and Drawer of cabinet due to damage On
9/2/16, Virtu USA responded via portal confirming if touch up paint would resolve the issueOn 9/7/16, a *** *** Repcalled & emailed stating touch up paint wouldn’t suffice and replacements were neededOn 9/8/16, Virtu USA responded and stated that due to being spare parts, “please allow time to confirm the availability of the partOnce stock is confirmed, tracking will be provided.” On 9/9/16, Virtu USA responded parts currently out of stock but would be pulling parts from a new cabinetUnfortunately we are out of stock of the cabinet until 9/23/and this date was provided to both the *** *** Repsand through *** ***’s portal.We are currently waiting on stock to come in and will be processing the replacement parts when available
Hello *** Please accept our sincere apologies regarding the recent problems with your vanity set and any inconvenience this may have caused you I’m sorry to hear about your recent experience and do see the faucet was delivered to you on July 1stif you should have
any furtherconcerns please feel free to reach out to me directly @ *** Once again I do apologize for the delayed response. *** ***| Customer Service Manager ext*** {direct} | *** {fax} | *** {email} Monarch St | Garden Grove, California {address}Website | Twitter | Facebook
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Out of courtesy the company should issue a partial credit for the time and money I lost
Regards,
*** ***
Hello Revdex.com, I have reached out to Era Ford regarding the complaint, I am currently waiting to speak to the customer to resolve the issue and provide compensation for the inconvenience. I will provide an update once the problem is resolved. if you should have any questions please...
feel free to contact me directly. Regards, [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) It was confirmed that the vanity has a TWO year warranty via email received directly from VIRTU.2) The initial contact to VIRTU through [redacted] was 8/29 and five subsequent times after that.3) VIRTU responded to, via [redacted], that replacement parts would not be available and when asked to remove these parts from an intact vanity, VIRTU declined.4) At no time was I informed that these parts were out of stock and not available until 9/23 and would be shipped then. It is unlikely I would have filed a complaint if a replacement parts order had been committed to by VIRTU.I will expect to receive these parts no later than October 1
Regards.
[redacted]
Please see below regarding the customer’s statements: 1) Attached is an email correspondence with the customer stating that the warranty information on [redacted]’s website was incorrect and was in the process of being updated. However due to the incorrect information still on the THD website, Virtu USA would honor this information. The warranty on Virtu USA’s website specifically details [redacted] customers have a 1 year Manufacturer Warranty: http://www.virtuusa.com/warranty/. After this, there was no response back from the customer. 2) The initial contact we received from [redacted] regarding this case was on 9/1/16 through [redacted]’s portal. The [redacted] has a portal where they submit replacement requests to Virtu USA and it takes up to 1-2 business days for the request to be received. 3) The initial response for the request was to offer touch up paint due to this damage. However once [redacted] confirmed the damage was extensive, the replacement parts were offered. 4) There is a “No-Hassle” Policy with [redacted] customers and we cannot contact them directly. The only way we are able to provide updates is through emails with The [redacted] Reps. or via [redacted] portal. The replacement parts will be shipping out as soon as stock is available.
I ordered a bathroom vanity with counter top combo manufactured from Virtu USA from The [redacted] in late July of When I picked it up the second August the granite counter top was in pieces I went through [redacted] ***’s customer service which put me in contact with Virtu Virtu opened a case on Aug 17th to replaced the damaged counter after a month of them not returning my phone calls or online messares I reached back out to the [redacted] ***, who in turn reached out to Virtu and finally another top was on the wayOnly to be received significantly more damaged than the firstAfter this I was in contact with [redacted] at Virtu who said she would have another sent outAfter weeks of attempting to contact [redacted] through email and voicemails, another damaged top was sentThis one so damaged the local delivery company would not sign for itI had told [redacted] that the my return window with the [redacted] was closed and I was extremely frustratedShe assured me a di
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Out of courtesy the company should issue a partial credit for the time and money I lost Regards, [redacted]
I purchased a dark walnut bathroom Virtu-usa GD-vanity through Luxury Living Direct (LLD) in CA in Aug of I viewed it at the LLD websiteAccording to their website and Vitru-usa's it would fit in a designated area in the bathroomThe first vanity I received was refused as they sent me a white one I called LLD and informed them along with providing picturesThey said to have the shipping company return the white one and they would send me a new one In the mean time I asked if they had a specification sheet they could send me so my Plumber could continue working They sent me a spec sheet that indicated the vanity was inches long When I received the second vanity it had damage to the leg bottoms as their crates are flimsy and it was only resting on 1/4" plywood Again I called LLD and sent pictures I agreed to a price discount and was sent some cover paint to repair it myself Due to a medical issue I was not able to install the vanity until yesterday When we went to fit the vanity in place it would not fit as it was to long When I measured it, it was 5/inches I called Virtu-usa Costomer Service and the rep said their spec sheet showed inches I sent her a copy of the spec sheet I had been sent by LLD and she said it was an old one I said it was current at the time I bought this She said she would try to find out what happened and call me back I also called LLD and talked to the sales/manager and he sent me the new spec sheet I received an email from Virtu stating their spec sheet states that their vanities are hand crafted with minor manufacturing tolerances up to tenths of an inch I emailed her back and said it was unacceptable and the difference between the two spec sheets was inches I have not heard back from Virtu LLD did call this morning and said the spec sheets are not to be used for measurement purposes nor the measurements on the website I asked how are people supposed to order a vanity if they don't know what size it is? LLD said you order the vanity and build the walls around it I can't believe this I now have a vanity I can't use that I bought based on specifications from virtue I asked the sales rep at LLD to connect me with management and he said they are a small company and that was him They consider their "minor manufacturing tolerance" a catch all To this day their website states the main cabinet is 71.18" W
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below 1) It was confirmed that the vanity has a TWO year warranty via email received directly from VIRTU.2) The initial contact to VIRTU through [redacted] was 8/and five subsequent times after that.3) VIRTU responded to, via [redacted] ***, that replacement parts would not be available and when asked to remove these parts from an intact vanity, VIRTU declined.4) At no time was I informed that these parts were out of stock and not available until 9/and would be shipped thenIt is unlikely I would have filed a complaint if a replacement parts order had been committed to by VIRTU.I will expect to receive these parts no later than October Regards [redacted]
I ordered a vanity/mirror The items came smashed I called Virtu immediately to report They told me they could send a new mirror but could only send me touch up paint to fix the vanity That has been nearly months and still no mirror/paint They will not answer my emails THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED AVOID THIS COMPANY
Hello Revdex.com, I have reached out to Era Ford regarding the complaint, I am currently waiting to speak to the customer to resolve the issue and provide compensation for the inconvenience I will provide an update once the problem is resolved if you should have any questions please feel free to contact me directly Regards, [redacted]
Recently purchased a vanity manufactured by Virtu from our local home depot A few weeks after installation noticed what I thought was a spot on the door which learned was actually a hole An exterminator was able to explain it was a wood borer which had put holes in the door and it was caused by poor heat treatingHome depot contacted manufacturer who explained that they do not "sell" replacement parts and the only way to get a new door would be to return the entire cabinet This would mean uninstalling the vanity at my cost, 2, transporting this heavy piece of equipment back to the store in no box (since it had already been discarded) and Having to transport a new one and pay for new installation All for door They advised they are "custom" made and they wouldn't know the exact dimensions I offered to send them the door so they could duplicate but they just do not offer parts So I am stuck with a vanity, not a cheap one either, missing a door
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below1) It was confirmed that the vanity has a TWO year warranty via email received directly from VIRTU2) The initial contact to VIRTU through [redacted] was 8/and five subsequent times after that3) VIRTU responded to, via [redacted] ***, that replacement parts would not be available and when asked to remove these parts from an intact vanity, VIRTU declined4) At no time was I informed that these parts were out of stock and not available until 9/and would be shipped thenIt is unlikely I would have filed a complaint if a replacement parts order had been committed to by VIRTUI will expect to receive these parts no later than October Regards [redacted]
Hello *** I will review your case once again and bring to the attention of upper managementan Answer will be provided to you within hoursif you have any questions please let me know. Thank you, *** *** Customer Service Manager ext*** {direct} | *** {fax} | *** ***ail} Monarch St | Garden Grove, California {address}Website | Twitter | Facebook
On 8/30/the customer submitted an email through Virtu USA’s website requesting *** *** warranty information onVirtu USA responded the same day confirming a year timeframeOn 9/1/16, the *** *** replacement request was received for Door and Drawer of cabinet due to damage On
9/2/16, Virtu USA responded via portal confirming if touch up paint would resolve the issueOn 9/7/16, a *** *** Repcalled & emailed stating touch up paint wouldn’t suffice and replacements were neededOn 9/8/16, Virtu USA responded and stated that due to being spare parts, “please allow time to confirm the availability of the partOnce stock is confirmed, tracking will be provided.” On 9/9/16, Virtu USA responded parts currently out of stock but would be pulling parts from a new cabinetUnfortunately we are out of stock of the cabinet until 9/23/and this date was provided to both the *** *** Repsand through *** ***’s portal.We are currently waiting on stock to come in and will be processing the replacement parts when available
Hello *** Please accept our sincere apologies regarding the recent problems with your vanity set and any inconvenience this may have caused you I’m sorry to hear about your recent experience and do see the faucet was delivered to you on July 1stif you should have
any furtherconcerns please feel free to reach out to me directly @ *** Once again I do apologize for the delayed response. *** ***| Customer Service Manager ext*** {direct} | *** {fax} | *** {email} Monarch St | Garden Grove, California {address}Website | Twitter | Facebook
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Out of courtesy the company should issue a partial credit for the time and money I lost
Regards,
*** ***
Hello Revdex.com, I have reached out to Era Ford regarding the complaint, I am currently waiting to speak to the customer to resolve the issue and provide compensation for the inconvenience. I will provide an update once the problem is resolved. if you should have any questions please...
feel free to contact me directly. Regards, [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) It was confirmed that the vanity has a TWO year warranty via email received directly from VIRTU.2) The initial contact to VIRTU through [redacted] was 8/29 and five subsequent times after that.3) VIRTU responded to, via [redacted], that replacement parts would not be available and when asked to remove these parts from an intact vanity, VIRTU declined.4) At no time was I informed that these parts were out of stock and not available until 9/23 and would be shipped then. It is unlikely I would have filed a complaint if a replacement parts order had been committed to by VIRTU.I will expect to receive these parts no later than October 1
Regards.
[redacted]
Please see below regarding the customer’s statements: 1) Attached is an email correspondence with the customer stating that the warranty information on [redacted]’s website was incorrect and was in the process of being updated. However due to the incorrect information still on the THD website, Virtu USA would honor this information. The warranty on Virtu USA’s website specifically details [redacted] customers have a 1 year Manufacturer Warranty: http://www.virtuusa.com/warranty/. After this, there was no response back from the customer. 2) The initial contact we received from [redacted] regarding this case was on 9/1/16 through [redacted]’s portal. The [redacted] has a portal where they submit replacement requests to Virtu USA and it takes up to 1-2 business days for the request to be received. 3) The initial response for the request was to offer touch up paint due to this damage. However once [redacted] confirmed the damage was extensive, the replacement parts were offered. 4) There is a “No-Hassle” Policy with [redacted] customers and we cannot contact them directly. The only way we are able to provide updates is through emails with The [redacted] Reps. or via [redacted] portal. The replacement parts will be shipping out as soon as stock is available.
Think you so much. This issue has finally been resolved!Mrs. [redacted] V [redacted]