Eimprovement.Com

Review: I ordered a product through Amazon.com to be fulfilled by eFaucets. I canceled the order 12/4/14 and have not received a refund as of 12/29/14.

I was charged by eFaucets on 11/28/14 in the amount of $34.47, order ID [redacted]. I was charged for this amount to my Visa credit card via Amazon Payments. I cancelled this order by phone with eFaucets on 12/4/14 because I was informed it was on backorder until February after I had already placed the order. It is 12/29/14 and I have still not received a refund. I have called eFaucets 4 times, and each time they say they are "expediting" the refund and that I will have it in 2 days. They are not refunding my money.Desired Settlement: I would like a refund immediately.

Business

Response:

Dear [redacted], We are showing that a full credit was issued to your account on January 2, 2015See below Transaction Date : 01/02/2015 16:18:02 ESTTransaction Type : Checkout By [redacted]Amount : $34.47Order Id : [redacted]Transaction Id : [redacted]Order Number : [redacted]Order Description : Cancelled item Gatco 1437C qty 1 plus shipping.Amazon Transaction Id : [redacted]

Review: I ordered a Kohler K-1147-96 bath tub on 4/9/15 through efaucets.com. The tub was delivered unboxed, bottom up on a pallet within days. The rim was adequately wrapped with plastic and there was no shipping damage. Unfortunately, I didn't pull the tub off the pallet and check the inside of the tub.

When the contractor and plumber pulled the tub off the pallet to install it about two weeks later, they discovered two significant gouges/scratches about 1 inch wide about 8 inches long spaced from within a couple of inches of the rim to about the bottom of the tub. Additionally, there were no Kohler installation, warranty, or use and care documents. This was definitely not shipping damage but efaucets will do absolutely nothing. They state that I had 48 hours to report damage and will discuss the issue no further. My order acknowledgment shows 30 days for returns/exchanges but the policy has been 'recently changed' so I appear to be out the purchase price.

This bath tub had apparently been returned previously. It was sent to me unboxed, damaged, and without Kohler documentation. An identical replacement tub ordered 4/30/15 through a local plumbing supply company was boxed and contained all user care instructions, warranty, and installation instructions.Desired Settlement: Given the circumstances, I should be able to return the bath tub for a full refund.

Business

Response:

Dear [redacted], We apologize for the inconvenience that may have caused you, per our shipping policy inspection prior to signing for merchandise is required. We have looked into your order and we can suggest you to contact Kohler to obtain a warranty letter for credit of your damaged tub. Since the delivery was signed for without inspection we do not have any recourse but to ask Kohler for this letter for credit. As soon as you receive this letter you can contact Custoemr service to advise them so credit will be issued after we receive this via fax or email.

Review: I purchased two items on EFaucets.com on July 27, 2015. Order #[redacted]:

KOHLER K-P15290-4-CP, for $147.71 (a spout and two bath faucet handles)

Kohler K-T15225-4-CP, for $54.11 (two sink faucet handles), for a total of $201.83

The items arrived in good condition. Our contractor opened the spout and one of each of the faucet handles, and determined none of them fit our current valves. He did not attempt to install them.

We contacted EFaucets and received an RGA. The items were returned as required in the original packing material. At the UPS shipping center the packer suggested and provided additional packing material (beyond the original) to ensure safe shipping. The items were in brand new condition when shipped.

The package arrived at EFaucets on August 31, 2015. We had not received a credit and therefore called on September 8, 2015. They did not have it in their system, and had to research it. On September 9, 2015, we received an email from Trina in customer service stating:

"The warehouse has advised they received your return of the Kohler K-P15290-4-CP with damage to the spout and scratches on the item. Please see the attached pictures. You will have to file a claim with the carrier you used for the return. We cannot issue credit for the item as it is damaged. Please advise if you are going to file the claim or I can get a quote of what it would cost to have the item returned to you. Thank you."

-the pictures showed a small scratch on the spout and no damage to any of the four handles.

I sent an email stating we would not be interested in returning it to us. When I called a week later to confirm there was damage to all five pieces contained in the two separate items (K-P15290 and K-T15225) they stated yes, every piece is damaged and no refund could be provided.Desired Settlement: It is impossible that every single piece of both items was damaged (five total pieces, when at least two were unopened). Upon reviewing multiple complaints and reviews on the Revdex.com site, I learned that this is a common occurrence among returns and the company seems to have an integrity issue (ie it seems very common that no refund is issued). They have a very strict return policy that it appears they are using to take advantage of customers. It would be appropriate for them to refund our $201 minus their 15% restock fee.

Business

Response:

Dear [redacted], We have spoke to the warehouse that these items were returned & they have stated that the (1) KT15225-4-CP was not returned, and the (1) KP15290-4-CP was returned damaged the item is scratched and nicked on the spout. We also had (2) extra handles returned to us. On september 9, 2015 when you contacted us about your return we did advise you of this. We advised you that you would have to file a claim with the carrier you used to return the items to our warehouse. We did not receive the merchandise in 100% salable condition for a full refund We apologize as our policy does state that 30 Day Returns / Exchanges: Within 30 days of receipt of your shipment, you may return or exchange any (non-special order) faucet, fixture or accessory in its original packaging and in 100% salable condition for a full refund, less shipping charges and a restocking fee.[redacted]

Consumer

Response:

Review: I placed an order with eFaucets.com on 8/31/2013, order # [redacted]. The information on the website when the order was placed indicated that the item I ordered was in stock and would ship the same business day if the order was placed before 3 pm CST. Because it was a holiday weekend, I was expecting the item to ship the next business day on 9/3/2013. The item should have been received 3-7 business days after shipping. I received an e-mail on 8/31/2013 stating that the order was processed and sent to the warehouse/manufacturer to ship. My credit card was promptly charged for the item( $200.17) and posted to my account on 09/02/2013. The website lists the customer service call center hours as M-F 8 am-9 pm CST, Sat./Sun. 9 am-4 pm CST. When I did not receive my order when expected, I made several attempts to contact the customer service department regarding my order. The phone to check on existing orders just rang and then disconnected. The same thing happened when I tried to check the # for shipped items. On 9/22/2013 I was finally able to talk to a representative in the returns department to cancel my order. I was told that I needed to call back during business hours because the company manufacturer was closed. When I tried to call again the next day during business hours, a recording told me that there were 9 callers ahead of me so I patiently waited. I was abruptly disconnected at 5 pm CST. I feel the customer service phone should have a recording letting customers know why they have been hung up on, and what hours they need to call back. My next attempt on 9/24/2013, I was told that the item had already shipped on 9/23/2013, and the order could not be canceled. When questioned about why my order wasn't shipped as indicated on the website, I was told that my order might have been shipped to another customer, and they needed to get another one from the warehouse. I was also told that I should have called to talk to someone sooner. I feel that if there is a problem with a customer's order, the customer should be notified. There was never any indication made that the item was out of stock, or that there was a problem with my order. Had I known the item was out of stock, I never would have placed the order. If I had been notified that there was a delay with my order, I should have been given the option to cancel it. When I asked about the restocking fee I was told that I could request a waiver.

On 9/25/2013 I called the returns department for a return authorization, and also requested a waiver on the restocking fee. I was told that the waiver would need to be approved by a supervisor, but there wasn't one available at that time. On 9/30/2013, I received the return authorization but no waiver. On 10/01/2013 I e-mailed the customer service department and requested another waiver on the restocking fee. When I shipped the item back I also wrote on my return authorization form that I was requesting a waiver on the restocking fee. The item was received back on 10/10/2013. I never received any response regarding the restocking fee until I received an e-mail on 11/13/2013 with a refund confirmation of $200.17-$40.03 restocking fee for a refund of $160.14.

I am requesting a refund of this restocking fee. I do not feel that the customer should be charged when the company does not meet expectations. The website gave false information. If I knew the item would not ship as indicated, I would not have ordered from this company. If my order did get sent to another customer, again, that is not the customer's fault, and they should not be penalized for it. This company may have a cash flow problem since they are quick to charge your account but slow to issue refunds.Desired Settlement: Refund of $40.03.

Business

Response:

Dear [redacted],

The 20% restocking fee is standard for internet companies that sell at low costs like we do. When you purchase an item from a physical store, they have already calculated all of the potential costs associated with selling and returning that item including paying someone to stock the item, check the item out, inspect and process the return, fix or replace damaged packaging, re-stock the return on the shelf, etc. We do not feel it is necessary to make every single customer pay for these types of fees regardless of whether they use the services or not, so we choose to offer lower up front costs and only charge for the costs associated with a return when someone actually returns an item.

We apologize for any confusion with your order. Our Accounting Department has been alerted to issue immediate credit of the restocking fee as a one time courtesy credit. You can expect this credit within 3 business days.

Review: Purchased a Kohler drop in bath tub from this company 11/5/14. The add said it would be shipped in 1-2 weeks. I waited 3 weeks and heard nothing from the company. Called the company and they said "Oh that product is back ordered and will not be shipped for 6 to 8 more weeks. Had I not called I would have not known. Told them I wanted to cancel the order since I needed the tub for my project within a week. They cancelled the order and said my credit card would be refunded in 7 business days per the policy. I waited 10 days and no refund. I then began calling customer service as per the website instructions. I have called 8 times in 27 business days and no refund. I have been guaranteed on the phone, by supervisors, each time I call that my refund will post to my card that day. I do not know what to do to get my money back. They obviously say what they say on the phone to get you off the phone. They are obviously not honest, they do not comply with their website stated policies, and they do not answer emails like advertised.Desired Settlement: I would like my $526.00 refunded to my credit card ASAP. My order #[redacted]. I would like to see you or someone make sure this company complies with their website stated policies or is penalized for fraud and misrepresentation.

Consumer

Response:

On Thu, 8 Jan at 9:49 am , [redacted] wrote:HI,

Review: I returned a sink over 2 months ago. I have called for 2 weeks and each time they tell me I will get a credit that day. I called again today and was told again. I have shipped it UPS and I have all records they are not giving me my refund/credit.Thank you,[redacted]

Order_Number: Order Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$650.00 price of the sink.

Business

Response:

Dear [redacted],

We have refunded you for the returned sink on June 29, 2013 in the amount of $579.30 for the Returned item Kohler [redacted] qty 1 less 15% restocking fee, per our terms, which you agreed to at the time of order placement. (see attached)

Review: Even though I selected "Satin Nickel" products through the web site efaucets.com, the order system incorrectly defaulted to "Polished Chrome", which I did not want. The order did not arrive for several weeks and came in 6 different shipments. When we discovered the error, we contacted the company, and were told that we would have to pay for return shipping PLUS a 20% restocking fee. One of the packages had a prepaid return sticker, so we returned the items we did not want. EFaucets claims that even though one of their warehouses received one of the 6 items we returned, they never received the other items and blamed me for returning them improperly. We had to reorder the items we needed and lost over $800. Then, yesterday, SEVEN MONTHS later, we received two brand new shelves in polished chrome, which we did not want. I contacted the company to return these items, and was told that they were delivered in January and I could not return them. I told them the items had only arrived yesterday, and they basically called me a liar, and suggested I resell the items on Ebay or Craigslist. This has been a horrible experience. I will never order from this company and will do everything I can to publicize how awful they are so others do not have to deal with this frustration.Desired Settlement: request a refund of the $894.11 I worth of items that I returned to EFaucets and received no credit for. I returned these items, and they are in an EFaucets warehouse, but the company will not refund me for the costs of these items that they have in their possession.

Business

Response:

Dear

[redacted],

We have spoken to you on several occasions concerning your order . We have issued credit for the item that was returned . However we can not issue a RGA for something that was delivered to you over six months ago. See attached tracking . Our vendors only have a thirty day return policy there fore per our return policy we can not accept your return after this amount of time. We apologize however we did contact UPS and the package in quest was not delivered to you recently it was delivered 1/8 at 6 pm.

Consumer

Response:

Review: I purchased 7 lighting fixtures from the company. After several days, no tracking number was posted and yet my Visa had been charged for the full amount. I called to confirm the order and get the tracking number. I was told my order was put on "hold" because one of the items (of which I ordered 3 units) was no longer available. I asked why I was not informed earlier and why was my account charged for the full order, to which I was told that they were waiting for me to call them! I asked the status of the remaining 4 items and was told they shipped, they were just waiting for the system to be updated with the tracking numbers. I checked the website everyday, but no tracking numbers ever appeared. I called again on Thursday September 25, and was told by [redacted] that she would need to contact the vendor to get the tracking numbers. After holding for at least 10 minutes, [redacted] comes back and tells me that the vendor is closed for the day. she said maybe they are closed for a holiday or something. I did not believe this for minute and called the company myself ([redacted]). they were open. I asked them to check stock for the remaining items and found out they have stock, but the item has been discontinued so stock is low. I call [redacted] back, who now says she was able to get through now too, and that my order should be shipping it, and to keep checking tHe website for tracking numbers. as of October 1, with no tracking number available I called again. This time I speak to "Jennifer" who says they are going to place the order for the remaining items today and she would need to contact the refund department to find out when my refund will be processed......I have now asked for the order to be completely cancelled as it is now apparent that this company does not operate in good faith. I expect that my total amount $602.91 be refunded to me promptly, and will be notifying my Visa card company that these are not valid charges. After going through this experience, I googled the company's name and found out an astonishing amount of people have had the exact same experience, and came a cross this Revdex.com site, and noticed, here too are many many complaints which mirror my experience. I am not sure how this company keeps a Revdex.com rating when this is how they regularly do business and 97% of the customers say they would never recommend this business to anyone or use the company again themselves. [redacted] the company are [redacted] and [redacted] is [redacted], but none of these people are accessible to customers. All of the customer service people I spoke to claim to me "Customer Service Managers" and state they are in charge of customer service, and they is no way to escalate problems or complaints.Desired Settlement: Will settle for nothing less than a fully refund and will take this company to court if need be, there are enough complaints here and on the web to establish a class action lawsuit - this company makes it's money by offering products it knows full well it will not deliver but takes customers money up front and holds on to it with no intention of returning it unless the customer makes a public complaint.

Business

Response:

Our customer was refunded on October 22, 2014 for the Cancelled DBM item The Great Outdoors TGO-9302-171 qty 3 less 15% discount. $305.75

Review: On September 9. 2013, I placed an online order with efaucets.com under order #[redacted] for items which were represented online as in stock and advertised as shipping same day if the order was placed by 3pm. My order was placed prior to 3pm. After not receiving tracking information on 9/16 for the order or confirmation of shipping, I called customer service. I have had several calls with various customer service representatives and told everything from items were not available, items were back ordered, items have shipped from the manufacturer, but the online retailer had no idea when they would receive them, etc., etc. It is now 9/17/2013. I have requested my order to be cancelled and have been advised that they do not know if they can cancel my order because they cannot confirm whether it has shipped. However, they keep telling me it hasn't shipped, they don't know where it is or when it will ship. These items were purchased based upon representations on efaucets website that the items were in stock and would ship same day. Now, I have no idea when the items will ship or if they ever will. I am in the midst of a home remodeling project and the retailer is now causing delays in the installation of my kitchen. This company engages in deceptive advertising and does not deliver as promised. Depsite numerous calls to customer service and emails, I have no information and have been charged over 1500.00 for merchandise I have not received and have no idea if and when I ever would.Desired Settlement: I want the order cancelled immediately and the amounts deducted from my american express card on 9/9/13 credited immediately back to my account.

Consumer

Response:

In response to your correspondence dated as of October 3, 2013, I did hear back from Efaucets and they did ultimately to ship one item I ordered and canceled the other that they could not timely ship without restocking fee.

However, I believe that the above resolution was only accomplished because I filed a complaint with Revdex.com and because I also disputed the charge to my credit card. Efaucets likely would have not resolved this matter as stated above otherwise and likely I would still be dealing with them to obtain a resolution, had I not taken the assertive steps which I took. This company has terrible customer service, misrepresents product availability and shipping on their website and I would NEVER do business with them again. If you read the complaints against the company, my “story” is repeated time and time again.

I will remember in the future to check the Revdex.com’s website before using an online retailer that I am not familiar with.

Review: We ordered sinks from the internet site of the company. After not hearing a status for about a week (10/5) we called customer service to find out the status. The item was not in stock and had to be shipped from the manufactured, but we were assured the product would arrive in a timely manner. When we did not receive a status we called the company we called again on 10/21, the customer service rep apologized and said our sinks were coming in shortly and would be shipped as soon as possible. We waited until 10/28, now sinks are there and should ship NLT 10/29, we will send an email, no email. Called again on 10/31, will ship this afternoon or tomorrow, we will send you an email, again, no email. On 11/3 we requested to cancel our order, as they had not been shipped, and we had already purchased sinks from another company. Called again on 11/5, their return policy does not all returns for this product, and has been shipped or will ship shortly. The company may very well be correct with their policy, but the policy in place is unsatisfactory in my opinion, this is their special order policy:

"Special Orders"

"Special Order" is defined as follows:

Any Product or Order that doesn't display availability on the website.

Any Product that is listed as "Click Here to Check Stock"

Any Product that is listed as "Check Availability"

Any Product that is listed as "Not In Stock"

Any Product that is listed as "Special Order"

Any Product that is not available for shipment at the time an order is placed, but is available from the manufacturer or is in route to our warehouse within a 30 day period from the order date

Any Product that is available for shipment within 30 Days of the order date.

I have disputed the charge with my credit card company and intend to call management tomorrow to voice my unhappiness and the steps I am willing to take.

My contact information is [redacted] I would like to know any steps taken by Revdex.com, email any time day or night.

The recollection of phone calls may not be 100% accurate, but it is pretty close. The company does have a log of our phone calls based on my conversation today.Desired Settlement: Ultimately we would like our money back, but I am willing to do what it takes to share my experience with this company with anyone looking to make a similar purchase. Yes, their policy may cover them, but to go to the extent to cover themselves for a special order product is not a good policy. The average consumer is not going to do that much research to buy a product in good faith.

Business

Response:

Dear [redacted], We work very closely with our manufacturers and suppliers to be able to provide the most accurate lead time possible on our site. Occasionally unforeseen circumstances like production delays occur and end up pushing the expected ship date out farther than was originally projected. When this happens we do try to inform our customers of the delay. We apologize if this information was not made available to you prior to the contact you initiated. If a product or order is not in stock efaucets.com will "Special Order" the product(s) into our warehouse for you direct from

the manufacturer. e Faucets orders from many different venders, some items are housed

in the warehouse and some are ordered directly from our venders. A "Special

Order" product has a Lead-Time of 30 days or less from the order date, we

may be able to cancel the order for you but it will be subject to Cancellation

Fee. e Faucets.com incurs costs associated with sourcing, ordering,

preparing and packing your "Special Order" for shipment.We work very closely with our manufacturers and

suppliers to be able to provide the most accurate lead time possible on our

site. This order is currently in transit to you , we can waive all fees if you chose to return this shipment. Please call our call center to set up the return. Please accept our apology as we were unable to cancel this order.

Consumer

Response:

The company offered to refund our money provided we ship the sinks back at our cost. Turns out shipping was $100, sinks were only approx. $300. We contacted our credit card company to see if they could help. They informed us to call UPS, refuse delivery, they put the money back on our account, and are going after efaucets. We are satisfied with our CC company, not so much with efaucets, but we are done with the it.Thank you,[redacted] and [redacted]

Review: I placed an order with the company (#[redacted] - under eFaucets) on January 25, 2014. After not receiving any update emails or confirmation that the items had shipped, I called the customer service number on February 10th. The representative informed me that the products I ordered were on back-order and would take 8 - 10 weeks to arrive. At that point I asked that the order be cancelled. I was told it would be cancelled and that I could expect a refund in 5 - 7 business days. After not receiving the refund, I sent an email on February 21st. I received a written confirmation of the cancellation along with a promise of a refund in 7 - 10 business days. I followed up via chat on March 6th to ensure the refund had been processed. I learned it had not been processed and that it would take another 3 - 5 business days.

Based on my interactions to date, I believe the company has no intention of processing my refund unless they are forced to do so. Also, I decided to use them given the A+ rating from the Revdex.com and the fact that all disputes seemed to have been settled to the customers’ satisfaction. Unfortunately I did not read the customer reviews in advance or I would not have ordered from this company. I recommend you consider this when assigning ratings. With the terrible (albeit polite) customer service, they are in no way deserving of an A+ rating.Desired Settlement: I want my account credited ASAP as it has been nearly a month since I requested the refund. I would also like to see a lower Revdex.com rating for the company if at all possible.

Business

Response:

Dear [redacted],

Review: In April 2014, I returned a product (purchased for $78.40) within 30 days of purchase, consistent with the company's return policy. The company has confirmed that it received the returned product and that a refund is due; however, it has failed to provide a refund despite repeated notices and requests. The refund is now four months past due.Desired Settlement: Refund my purchase price, less the 15% restocking fee, per the company's refund policy.

Business

Response:

Dear [redacted],We apologize for the delay in issuing your refund, our Accounting Department has been notified to issue immediate credit to your account for the returned Barclay item in full. We are waiving the re-stocking fee as a courtesy. We apologize for any unanticipated delays in

regards to issuing credit to your account.

Review: In April of this year I returned a shower door. I was told it would take 7-10 business days to receive the refund. It has been 4 months, with multiple calls to the company and still no refund. Every time I call, the same thing, I will forward this to the credit dept. Tired of the lies.Desired Settlement: Just provide the refund

Business

Response:

Dear [redacted] , We are showing that your refund was processed on August 26, 2014 for the Returned item Dreamline [redacted] qty 1 less 5% discount in the amount of $425.53. We consider this order issue resolved.thank you,

Review: On August 20, 2014 I purchased a $444.38 roman tub faucet from Efaucets.com which is a subsidiary of eimprovement.com On September 2, 2014 the faucets arrived in the wrong color. on September 3, 2014 I contacted faucets.com numerous times by phone and email for a return authorization. Due to NO response from efaucets.com on September 18, 2014 I disputed this charge with American express. I contacted efaucets.com and notified them I was disputing the charge with American Express. Additionally, American Express contacted efaucets.com. On October 5, 2014 I received a Return Authorization from efaucets. On October 7, 2014 I shipped the faucet back to THEIR manufacturer in Canada and was billed $40.33 shipping. on November 3, 2014 I was notified by UPS Canada that Efaucets refused to pay the duties & taxes owed on the returned item. UPS notified me that if the duties & taxes were not paid they would destroy the item. Therefore, at the advice of American Express I paid $81.94 in duties & taxes to Canada. In the meantime, UPS called efaucets.com 800-891-0896 numerous times for a valid address of their vendor since the address on the efaucets.com R.A. was an non-existing address. Efaucets did not return their calls to provide a correct address for the return, therefore UPS shipped the item back to me. I have contacted efaucets.com numerous times to get my refund & to return their faucet; there has been NO call back from them to date and as of 11/10/2014. I made this purchase in U.S. but efaucets.com assessed me with the duties & taxes to Canada, they have made this return impossible by not providing a proper address for the return and now they will not return any of my calls regarding this transaction. Efaucets.com nor eimprovement.com will refund me the purchase of this faucet. All the facts above are documented by emails, phone records and receipts.Desired Settlement: Refund of the entire purchase amount $444.38 plus duties & taxes paid in the amount of $81.94 - total refund amount $526.32 If any further shipping is required efaucets.com to pay such shipping fees.

Business

Response:

Dear [redacted], We apologize for the frustration with your return. We are issuing a UPS call Tag to pick up your item. We have contacted [redacted] to see why this was return not accepted and we do not have an answer. We are waiving all restocking fees with this return. As soon as this is picked up we can issue a full credit to your account. This call tag will ensure this item will be returned to our warehouse instead of the manufacturer. Please accept our apology as we try to resolve this return issue. You can expect UPS to be out to pick this item up within the next few days.

Review: Please give a refund back. Every time I have called they say within 24 hours, it is on

my desk and I will make sure it goes through. Never has happened. Order number [redacted] for the payment of two shower pans. Order was cancelled the day after

I placed order.which was December 15 th 2014Desired Settlement: Payback money owed in the amount of $538.95 on December 15th 2014 on order number [redacted]

Business

Response:

Dear [redacted], We apologize for the delay in issuing your credit, we are showing that a refund in the amount of $538.95 was issued on January 18, 2014 for the Cancelled item Swanstone [redacted] qty 2 less 5% discount plus shipping.The Transaction ID: [redacted] can be used to verify this with your credit card.

Review: I ordered a Kohler shower trim kit (K-T16225-4-BN) on 5/4/15 for $507.30 and put it on my credit card. When the product arrived, I noticed that the incorrect shower head had been delivered. I called eFaucets to inform them of the wrong part and they asked me to send them a picture of it. I did and then did not hear back from them. I called back the next week and was told that the representative that was handling my account was out of the office. I called back a few days later and was then told that the correct part was on back order for at least 9 weeks. Since I couldn't wait that long, I asked to return the entire kit. A semi truck came and picked up the shoe box sized shower trim box. Tracking info showed that the item arrived back at their wharehouse on 5/28/15. Since then I have called 7 times trying to find out the status of my refund. Each time a customer service representative put me on hold to call the warehouse only to tell me she has no update and they are waiting on Kohler. One time they said that the wharehouse was doing inventory and that put things on hold. The last 3 times I called, they promised to expedite my refund. It's now 7/20/15 and I still have not received my refund. It is not my fault that the incorrect product was shipped and now I'm paying interest on my credit card. I am asking for a complete refund of $507.30 to my credit card.Desired Settlement: It is not my fault that the incorrect product was shipped and now I'm paying interest on my credit card. I am asking for a complete refund of $507.30 to my credit card.

Business

Response:

Dear [redacted],We apologize as this was credit was not issued. Please accept our most sincere policy as this had to be returned to Kohler and they had not gotten back to us to state that they had received your return. Our

Accounting Department has been alerted to issue immediate credit. You can expect this credit within 2 business

days.

Review: I called customer service to cancel an order for 2 sinks placed online. These 2 sinks had not been shipped nor had I received notification that they were shipped at the time of my call. During the call while I was online instead of cancelling my order the customer service rep continued processing of my order and sent me the shipment information. This person completely disregarded my request to cancel the order. Now efaucets wants to charge me the cost to return the item when it is wholly their responsibility.Desired Settlement: Request that business arranges pickup of package at my house and pays for all associated shipping and refunds me in full.

Business

Response:

Dear [redacted],A return has been set up for the Kraus items. Per our return policy the customer is responsible for the return shipping. We will waive all restocking fees once the return is received. If you have already returned the merchandise we ask for the return tracking to expedite the credit on your account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

eFaucets.com refuses to honor its return policy. I bought a Kohler bath tub from them. It arrived at my house and my wife signed for it not knowing that below the crate cover the tub was damaged. It is unreasonable to suggest my wife should have opened the crate as she could not and the driver would not have waited on her to try and do so. I discovered the damage a few days latter when I started to install the tub. I contacted eFuactes and sent them pictures of the damage done by the poor packaging. It took over three weeks to get a decision from them which was to give me a 1/3 credit. I want them to take the tub back and credit my account for the full price of the tub and honor their return policy.

Review: I requested and received the required return authorization via email in a timely manner and returned the products as instructed in May of 2013. I expected to receive my refund in a timely manner as well. So when I didn't after waiting more than patiently I called at the end of August 2013 twice and received verbal confirmation twice that the items had been received and the refund would be processed and even escalated in accounting for processing, but still nothing. LET THE BUYER BEWARE the practice with this company seems to be to hold on to peoples money as long as you can get away with it. I feel their rating would be worse if more people thought to report their bad business tactic. I will not BUY FROM THEM AGAIN AND WILL NOT recommend them and will tell everyone I know NOT to do business with this company.Desired Settlement: FULL REFUND FOR EXCEPTIONALLY LATE REFUND HABBIT!!!

Business

Response:

Dear [redacted],

Review: I requested information regarding a bathtub from the company and they sent me the wrong info. Going off this info, I purchased the tub on 10/3/13 including shipping for over $600. When I received the item, it was not what I thought I was ordering and per the company's instructions, it was returned a week later with the understanding I would be refunded the entire amount including shipping because it was the company's error. As to date, I have contacted them 3x asking about my refund and keep getting told it is being processed. It has now been almost 3 months and still no refund.Desired Settlement: I want my refund for the full item price including shipping as promised immediately.

Business

Response:

Dear [redacted],