DecorPlanet.com

Horrible customer service that is putting in a lot of effort in proving you are wrong than to solve a problem! Their system has placed a duplicate order, only one confirmation was ever sent out, but they charged me $750 shipping fee to send it back to sender and called me several times to yell at me that it's my fault. They'll go beyond and above their duties to convince the customer they are wrong. Previous reviews just prove that they constantly mess up orders and then blame the customer for it. The items are also consistently shipped late and that's a normal practice for them.

I ordered a rather expensive double wide illuminated medicine cabinet. When I opened the box to install the product I found that 2 parts were missing or broken (a rubber door bumper and a plastic cabinet corner). I've had to request replacements now for several months. On 3 occasions the incorrect parts were sent. In the past month Decor Planet has become non-responsive. When I asked to chat with a supervisor of the Customer Support team was placed on hold for 8 minutes with the rep coming back saying she would have her supervisor call me back as soon as she wrapped up with another customer . . . that was 4 days ago.

Decor Planet seems to carry a quality product selection at competitive prices but if you have a problem it seems their prices are not worth the hassle of getting the appropriate support. When you purchase a $1,000 cabinet . . . one expects a quality product with all the parts. Now . . . having a cabinet that is missing parts seems to have turned into a unwarranted nuance. Be aware . . . things may not be as hoped for.

Revdex.com: At this time, I have not been contacted by DecorPlanet.com regarding complaint ID [redacted] I attached the advertising that they paid [redacted] to advertise Fresca Vanities 50% off, plus an additional 10% off Sincerely, [redacted] ***

Return process expensive, antiquated and SLOW!

I somehow ordered a ceiling mount shower head instead of a wall mount, so I called the day after I placed the order but it was too late to change it. I was told I would get the refund faster if I accepted the package and used their label to return it instead of refusing delivery. It cost me $16 to use their label, I didn't get a fast refund at all, it took around 6 weeks to get the refund, and I had to pay a 15% restocking fee, even though I ordered the wall mount to replace the ceiling mount. So all told it cost me $40 to return a $140 purchase. I will NEVER buy from this company again!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They are still misrepresenting the fact that they ran a paid for ad, which I attached in my last response which clearly shows that they intentionally advertised 50% off Fresca vanities, plus an additional 10% off, which they refused to honorOnly after my complaint, did they pull their and misleading advertising, and replace it with another ad in which thy changed their languageThis business offering me 10% off of a Fresca vanity is not satisfactory to resolve my complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I am doing remodeling at my house and we are finishing the project installing appliances, faucet, etc.
I bought the faucet from Decor Planet and my contractor is having an issue to install it. He said there is an issue with water supply connector. I contacted Decor Planet and asked for replacement of defective item, however the customer service Kesha emailed me stating this is too late to exchange since it passed 30 days. I explained to her that we did not plan to return the item and were happy with it untill we got the issue with installation.
Also, while waiting for a response from Decor Planet, I have contacted Grohe and asked why we are having the issue with installation. I was completely shocked when the responded that this faucet is European standard and is not working for USA. Though it can be used with the adapter. I sent a response to Grohe asking if they requested their authorized dealer Decor Planet to disclose this information. I am asking the same question Decor Planet how you can sell the item that is not designed for USA?

I found numerous bad reviews and really regret to be their customer. They provide an amazing service untill all good. As soon as you have an issue - you will be responsible not them.

I am writing the review and expect the management to step in and resolved the issue.

My fault is only choosing Decor Planet as the company to buy from.

Revdex.com:
At this time, I have not been contacted by DecorPlanet.com regarding complaint ID [redacted].
I attached the false advertising that they paid [redacted] to advertise Fresca Vanities 50% off, plus an additional 10% off.
Sincerely,
[redacted]

Dear [redacted], We apologize...

for any confusion that may have occurred. During the promotional period you are referring to, we were offering a 50% discount on select Fresca vanities from our sale section. Nowhere in our advertisement was it mentioned that we were offering an additional 50% off of ALL Fresca vanities on our website. During that same period we were also offering an additional 10% discount on all the regularly priced Fresca items, including vanities, accessories, mirrors, medicine cabinets, side cabinets and toilets. In regards to shipping, it is our normal policy to provide free shipping on all Fresca products within the Continental US. Once again, we apologize for any confusion that may have occurred and would like to offer you an additional 10% discount on any items on our website.   Best Regards, DecorPlanet

I rated one star, because I can't given none, worst costumer service, beware with this store, do not buy anything from this company, you will regret. I had a very bad experience returning a item that I bought and they sent it a months later when was no longer needed.

Review: We selected a fairly expensive shower base and door from decorplanet.com. One important criteria for us was that the country of manufacture NOT be in the non-democratic third world and in particular NOT made in China. The website clearly listed the product as "Made in Canada." However, upon unwrapping the shipping the boxes are all labeled "Made in China."Desired Settlement: Unfortunately, the bathroom remodel has all been done around this particular large, curved shower. To change to a different t shower would involve redoing plumbing, wiring, framing, sheet rock, and flooring, making returning the product prohibitivly time consuming and expensive. Decor Planet should return my money at least up to their cost. They should not profit from and I should not pay for false advertising.

Business

Response:

Dear customer, We are sorry to hear you are unhappy with your purchase. Please be advised that Fleurco (the manufacturer of the doors you purchased) sources parts from China, Canada and the United States and all the doors are assembled at their factory in Canada. Also, all of their cardboard boxes are made in China and will have a sticker that says "Made in China" but it does not change the fact that the doors are assembled in Canada. This information can be verified by Fleurco.We also offered you to return the doors if you were not happy with the product; however, you chose to keep them. Best Regards,DecorPlanet.com

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 website clearly represented the product as made in Canada. The product is clearly labeled as made in China. The offer to return the product is of little use when the entire bathroom has been designed around this particular, unique shower shape. The claim that the " Made in China" labels pertain only to the box and not the contents is dubious at best. The false marketing led me to be stuck with a product that I would not have chosen if accurate information were provided.

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

Sincerely,

Business

Response:

Dear customer,As stated in our previous response, the shower door is assembled in Canada; therefore, the statement is accurate. This information can be confirmed by the manufacturer. We did not receive any specific inquiries from you in regards to where the parts were sourced from prior to you ordering the shower door. DecorPlanet.com is not responsible for the decisions our customers make in terms of the design of their bathrooms. Once again, we would be happy to take the product back if it had not been installed. Best Regards,DecorPlanet.com

Review: We purchased an item from Decor Planet for one thousand seven hundred dollar (1,799.00). On June ** 2014. We paid with [redacted] . We received from Decor Planet a confirmation of payment and a statement that shipment and order could not be changed on June **, 2014. We waited in good faith until July ** 2014 when our renovation was ready for pre-measured installation. We called to inquire about delivery and were told by customer service representative that they did not have and had not had the item for the last three years. No call was ever received and no money ever refunded from Decor Planet. We can assume that we would never had heard from Decor Planet. We luckily found the identical item at another vendor for $581.00 more . We were happy to find it for our bathroom had been built around this spa. All the consumer representative could respond was that they were sorry. We were told that a manager or supervisor would call us back, but that never happened. How could they take our money for an item they did not have and could not get. For aggravation and delay in renovation we feel that Decor Planet made a fraudulent sale to us and we are at least entitled to the $581.00 that we had to pay more for the item.Desired Settlement: Refund plus the increase in price of at least the $581 for aggravation, dishonest and causing delay in our renovation.

Business

Response:

Dear [redacted],

We truly apologize for the inconvenience you have encountered. The item in question, Mesda WS-608A Steam Shower with Jacuzzi, was taken off our website in 2012. Unfortunately, we cannot control the items saved in search engines' indexes, therefore, you were able to locate the product through a search engine and add it to cart through our website. This is the reason why the word "Discontinued" had been added in front of the item's name and description. In regards to us receiving the payment for the item, if our customers pay using a debit or credit card, the system will not charge the customer until the order ships; however, in your case the payment was sent to us via [redacted] and was applied to the order automatically. We acknowledge that there was a technical glitch in our system and this order was overlooked by our fulfillment department but we refunded you IN FULL the moment you contacted us to follow up on the status of your order. Our customer service manager called you the same day to apologize for this error and offered you a discount on any other item; however, you did not accept the offer because you had already purchased the same item somewhere else. The purchase of this item for a higher price from a different seller was made solely at your discretion and we never stated we would compensate you for the difference. We do apologize once again for the error caused by the computer system and we will be more than happy to offer you deep discounts on any future purchases with us.

Best Regards,

DecorPlanet.com

Review: [redacted] ad for decorplanet.com advertised Fresca Vanities 50% off BIG SALE plus save an additional 10% off w the code [redacted].. I called them 2 weeks ago, they would not honor it, and [redacted] a salesperon was arguing with me, that such an ad did not exist! I called again, and was told to forwarded them a photo of their ad.Which I did. I was told a [redacted] would call me back. NO one called. I called again, today they have changed their AD, and they refuse to honor the ad they had to promote their business, Fresca Vanities 50% off for over the past 2 weeks.Desired Settlement: I expect them to honor the 50% off FRESCA VANITIES, plus an additional 10% off with free shipping on the Fresca Vanity I wanted to order

Consumer

Response:

At this time, I have not been contacted by DecorPlanet.com regarding complaint ID [redacted].

I attached the false advertising that they paid [redacted] to advertise Fresca Vanities 50% off, plus an additional 10% off.

Sincerely,

Business

Response:

Dear [redacted], We apologize for any confusion that may have occurred. During the promotional period you are referring to, we were offering a 50% discount on select Fresca vanities from our sale section. Nowhere in our advertisement was it mentioned that we were offering an additional 50% off of ALL Fresca vanities on our website. During that same period we were also offering an additional 10% discount on all the regularly priced Fresca items, including vanities, accessories, mirrors, medicine cabinets, side cabinets and toilets. In regards to shipping, it is our normal policy to provide free shipping on all Fresca products within the Continental US. Once again, we apologize for any confusion that may have occurred and would like to offer you an additional 10% discount on any items on our website. Best Regards, DecorPlanet

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:

They are still misrepresenting the fact that they ran a paid for ad, which I attached in my last response which clearly shows that they intentionally advertised 50% off Fresca vanities, plus an additional 10% off, which they refused to honor. Only after my complaint, did they pull their false and misleading advertising, and replace it with another ad in which thy changed their language. This business offering me 10% off of a Fresca vanity is not satisfactory to resolve my complaint.

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

Sincerely,

Review: I placed the order (#[redacted]) for a bathroom vanity ([redacted]) with a total price at $431 on May [redacted]. When the vanity arrived, it was found that the item is very deceptive regarding its advertisement on decorplanet.com. Not only the real vanity color (transparent) does not match the online picture (light greenish) at all, but also the quality of the item is a big concern. Upon the delivery, the shower bar was found broken, and the drain Pop-up was missing. Given the poor quality of this product, I have no confidence to use it in my renovation product.

Product defects were communicated with Decor Planet right away, and return/refund was requested. However, the customer service initially ([redacted]) kept deferring my request and pushed towards exchange. After quite a few email exchanges in ~5 days, [redacted] finally started/confirmed the return/refund process, but again no further follow-up for additional 6 days or so. the last piece of information I received from [redacted] is 6 days ago, stating she is waiting for delivery information from warehouse. Afterwards, no answers were received for my further inquiries.

It is a horrible experience for with this purchase and return, whereas Decor Planet official website advertise "Simple Return". I am simply exhausted patentice in looking for solution from my own efforts, and writing to Revdex.com for further help.Desired Settlement: refund in full, waive any restock and shipping costs, due to this horrible experience.

Business

Response:

Dear customer,We apologize for the unpleasant experience you have encountered. We always stand behind the quality of our products and our customers satisfaction is our number one priority. Please note your return request has been approved and a return label has been sent to you via email. All fees will be waived and a full refund will be issued to your account upon receipt of the merchandise. We are constantly improving upon the customer service that we provide and your feedback has been of great help to us. Once again, we apologize for the inconvenience, and thank you for your patience.Best Regards,DecorPlanet.com

Review: Customer ID # [redacted], Purchase Order # [redacted], Items in question:

3x HANDLE SET

3x PRIVACY TURN

We received the products above and the items listed as "Handle Set" and "Privacy Turn" were not in accordance to what we had specified in the Purchase Order. After discussing with the sales person, he mentioned new handles would be shipped. It has been now more than 7 months and we never received what we ordered and paid for. The sales person stopped answering my emails and phone calls and the only time I heard back from him was to tell me that he was no longer with Decor Planet and that I needed to call customer care. I tried to call Customer Care several times and could never get a human to answer. Overall, this is unacceptable behavior and careless treatment of customers. DecorPlanet should be ashamed to treat someone who spent over $7K this way.Desired Settlement: I not only want a refund for the wrong merchandise I received (handles + privacy turn), but also compensation for the time I lost and spent to find alternative products that would fit the doors that were purchased. The doors I purchased are special doors with special locks and we had specified a certain type of handle that the sales person promised would deliver and never did. Worst part is the attitude of the sales person and the total lack of customer support from DecorPlanet.

Business

Response:

Dear customer,We sincerely apologize for the inconvenience you have experienced. The issues you have described are highly uncharacteristic of our staff. Unfortunately, when you reported the aforementioned issue to your sales person, he was no longer with the company and, therefore, was not able to assist you. Our Customer Care specialist will send you a return label so that you can send the handle set back to us. It goes without saying that any restocking or return fees will be waived and a full refund will be issued to your account. As an apology for the inconvenience, we will not only credit the $267 you paid for the handle set but will increase the total refund amount to $400.Warm Regards,DecorPlanet.com

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.The business has taken satisfactory action in regards to my complainThank you, [redacted]

Sincerely,

Review: The company agreed to refund me $150 due to a damaged bathtub they sold me. The company worked out the refund agreement with the product's manufacturer, MTI. This was in late November. No credit of $150 has ever been done, however.Desired Settlement: $150

Business

Response:

Dear customer,Thank you for bringing this matter to our attention, we sincerely apologize for the delay in issuing your refund. The system would not allow us to process a refund to your original form of payment and we needed you to confirm your mailing address so that we could mail you a check for $150. As promised, the check was mailed to you on March [redacted].Once again, we apologize for the inconvenience.Best Regards,DecorPlanet.com

Review: on April **, 2015 I placed an order for Bathroom cabinet RC2426D4FB1 for the amount of $ 325.81.

it was shipped on April ** and delivered to warehouse in Brooklyn, NY instead of my house. When I checked with customer service about delivery they told me that I can come and pick it up from their warehouse, but they could not locate it . They promised to send me another one and they did. it was delivered broken, they ask me to send pictures, I did. as of June [redacted] I didn't receive my money back, they don't return my calls, it takes 3 days to answer to my e-mails.

the same time I placed an order for another cabinet from other dealer, received it in good condition and saw the difference, second shipment came in double box with paddings in between.Desired Settlement: to get my money back and never order from DECOR PLANET AGAIN!!!!

Business

Response:

Dear customer,We truly apologize for the inconvenience we have caused you. Even though we strive to provide our clients with excellent shopping experience, mistakes do happen. Please note a full refund for this purchase was issued to your account on June [redacted], 2015. Once again, we apologize for the inconvenience, and if you choose to shop with us again, we will be happy to provide you with an additional discount. Warm Regards,DecorPlanet.com

I went to Decor Planet to buy floor tiles. The salesperson (Vadim Z.) assured me that the tiles I was purchasing were from Italy, however upon delivery all boxes indicated these were made in China. While I have nothing against Chinese imported materials, the salesperson lied about the tiles I purchased and definitely overcharged for these charging at the same rate as European tiles. When I called to complain, I was told that as nowhere in the invoice did it state that the tiles were Made in Italy and I cannot prove anything. I will never again shop in this store and would not advise others to do so as well. While the store has a large selection of items, I do not ever want to deal with the place which sells using deceptive tactics.

Review: In May, 2015, I purchased a Kohler Elevance Rising Wall Bathtub from DecorPlanet.com for the sum of $12,789.95. Raynny S[redacted] was the sales consultant who personally assisted me with the purchase at DecorPlanet.com's Manhattan showroom. What Mr. S[redacted] and DecorPlanet.com know, but failed to disclose to me at the time of purchase, is that the bathtub requires a non-standard, 3-inch waste line drain system. The waste line system in the apartment building in which I reside (and in most Manhattan apartment buildings) is a 1 1/2-inch system. As a result, the bathtub cannot be installed in my bathroom. Immediately upon discovering that the bathtub could not be installed because of its atypical waste line requirements, I contacted DecorPlanet.com to return the bathtub, but was told that it could not be returned. DecorPlanet.com's failure to inform me of the special waste line requirements and refusal to permit me to return the bathtub constitute fraudulent, misleading and deceptive and illegal trade practices, which should not be tolerated.Desired Settlement: DecorPlanet.com should accept a return of the bathtub (which, again, is of no use to me because it cannot be installed in my apartment), and issue me a full refund in the amount of $12,789.95.

Business

Response:

Dear customer,We regret to hear that you are unhappy with our service.The Kohler Elevance tub in question was, indeed, ordered by you on May [redacted], 2015. Please note the original price of this special-order, customized, tub was originally $12,789.95, and you received a $2,557.99 discount on it; therefore, the price you paid for it was $10,231.96 plus tax. The first time you came to our showroom, you were presented with different options of tubs in accordance with your preferences. According to our records, you did not place the order immediately with the original sales person because you wanted to consult with your contractor which tub would be a better fit for your project. You returned to our showroom a few weeks later and placed the order for one of the tubs that were originally offered to you. Since we are not a remodeling company and do not provide any installation or renovation services, we would not be able to determine whether the tub would be compatible with your building requirements or building codes. When you purchased the item, it was customized specifically for your needs and preferences, which made this item non-cancellable and non-returnable. This was the main reason why this tub had a longer lead time. You were aware of this fact as well as of the specifications of the Kohler tub you purchased.The tub was delivered to you on July [redacted], 2015 and signed for as received in perfect condition. You contacted us on August [redacted], 2015, requesting to return the tub. However, since the item you ordered was special order, we could not accept this return. On August [redacted], 2015, in your phone conversation with our Customer Service department, you admitted that you never wanted to return the tub and you were happy with the product, you only needed to order a few additional parts. We went a step further and provided you with those parts totaling almost $1000 absolutely free of charge. After you received the parts on August [redacted], 2015, you contacted us again with your original request to return the tub because it was not compatible with your building code. You also acknowledged during a phone conversation with our purchasing department that your contractor should have known months ago that the tub would not work for your building.In another attempt to accommodate you, we decided to make a huge exception and take back the tub that was customized specifically for you. Our only requirements for you were to return the tub in its original condition and original packaging. Unfortunately, since you could not meet neither requirement, we could not authorize that return. Once again, we regret to hear that you are unhappy with our decision but we went above and beyond to accommodate you in this situation. Regards, DecorPlanet.com

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 did not choose this tub, I rellied on mr s[redacted] to recommend the appropriate tub to a person of 86;I was willing to pay for a more expensive tub to meet my needs.He did not provide me with any details on the plumbing which he could of He deliberately hid issues which would led me to know thsi tub was not suitable for a building built in 1904 Every professional I talked to ,said a 3inch drain pipe was not available in prewar buildings'The packing did not allow the tub to be .delivered to the apartment, so it was removed.Since I had no idea about the pipe issue and had no place to store it we disposed of it. I sincerly believe I was duped by a company that wanted to take advantage of not having a doctorate in plumbing

Sincerely,

Review: I ordered and paid in full for 4 custom made doors on may **, 2015. I was told it would take 6-11 weeks for the doors. as of today it is 18 and one half weeks and I have no doors. any promises that have been made have been false. for example I was promised the doors would be in on aug 31st after the first delivery date was missed. that never happened. then they were supposed to be delivered last week. that never happened. all communication has been initiated by me, no one reaches out to me. call backs from the salesperson don't happen. I understand mistakes happen, but this is such a ridiculous situation and it seems my only recourse is to file a claim and take them to court.Desired Settlement: a full refund NOW.

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. I appreciate their follow up in resolving the matter with their vendor and ensuring that my order was fulfilled and handled in a manner to make amends for prior issues. My doors are installed and look great!

Sincerely,