Watermark Designs, Ltd.

Revdex.com:
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,
[redacted]
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Review: I owned a Watermark faucet that was defective and covered by a Watermark warranty. I was told by Customer Service a replacement faucet would be made and sent to me but the company's policy required me to pay upfront for the replacement faucet ($380.20). Customer Service explained that the policy is that I am to receive a full refund once my defective faucet is returned to the company. No refund has been issued to date.

When first contacting the company it was the first week of April 2014 and had to contact 4 people to explain the situation about my defective product before anyone starting providing Customer Service. I eventually spoke with [redacted]. She took the order for the replacement faucet and supposedly this new faucet would be sent to me in 4-5 weeks. (The fact that she was chewing while on the phone with me and even commented on the fact she was doing so should have been a clue that I was not dealing with a company that cares what the customer experience is). On May [redacted] charged my credit card for the $380.20 and I began waiting for my faucet.

From May to late August I spent countless hours dealing with repeated mistakes and errors made by Watermark (too many strange mistakes to go into detail here, but suffice to say that I received two incorrect replacement faucets (wrong color finishes) with a long wait in between for the mistakes to be "remedied" and eventually received a third still-not-correct faucet and decided to keep this third incorrect faucet (stopper mechanism was not strapped as order stated it should be) in order to spare myself further frustration in dealing with the most inept Customer Service and Company [redacted] that I have personally ever encountered.

During the course of the 3 1/2 months that I waited for the promised replacement faucet another customer service person named [redacted] took over the contact with me. On several occasions, in writing and verbally, I requested that the credit of $380.20 be made to my credit card because I could not control or be held responsible for the company's errors in not replacing my defective faucet in a timely manner. Time was passing by and they were holding my funds even when they couldn't make the situation right. Repeatedly I was brushed off and told that a credit only could be issued once my defective faucet was returned. Obviously I wasn't interested to hire a plumber twice and needed to have the defective faucet removed when my plumber could have the new replacement faucet in hand to be installed. Eventually the day came in mid August when the third (still incorrect) faucet was here and my plumber could do the work and I could finally return the defective faucet. I sent the faucet via overnight delivery and it was received at Watermark on Friday 8/**/14 signed for by [redacted] confirmed it's receipt verbally, as well. The company has failed to refund my $380.20. In fact, this Monday 8/**/14--10 full days after receiving the defective faucet--[redacted] sent an email stating my credit would be issued on 8/** or 8/**. No credit was issued as promised so today, 8/**, I called [redacted] and she started the conversation with, "Oh I know why you are calling me...it's about your credit" and went on to explain that someone named [redacted] is out on vacation and "everything that normally takes 2 minutes to do takes way longer" when he's out. [redacted] does not work in accounting, by the way. [redacted] promised today that my credit would be issued today. So I checked with VISA and no credit is incoming or pending and once again I was brushed off and lied to by this company and have no choice but to wait out the holiday weekend to once again take this issue up come Tuesday the [redacted] of September.

I was excited to have a faucet made in the USA and thought this was a reputable company, but after dealing with them for the 4+ months over what should be a simple issue, it is very clear that there is something really wrong at this business and it is not being run professionally. I want my $380.20 credit that is due to me paid immediately.Desired Settlement: I want my credit that is due to me processed immediately.

For his own benefit, it would be nice to have the [redacted] realize that his employees and his policies equate to a horrible customer experience. It strikes me as if [redacted] isn't the person who conceived of and worked hard to establish this business in the first place. If he had been he wouldn't let the customer experience be this bad. Even the salespeople at the showroom where this faucet was purchased in Florida told my husband and I that they won't show the Watermark products to customers because of the problems with Delivery times and Customer Service at the company (too many disappointed customers). Too bad our builder hadn't talked to the showroom salespeople before choosing a Watermark faucet for our house!

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,