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More than 200 BBB Complaints
Posted by Max90 on 06/04/2010
My recent order with eFaucets.com has added one more complaint to the over 200 already received by the BBB. Please do NOT give this company your credit card, they are unethical. I placed an order with this company via the telephone this week totaling nearly $1,500. The customer service rep, Becky, could not have been more professional, sweet and polite as I placed the order (appears to be a ploy). She even gave me her private extension number in case I had any other questions about my order.

Within minutes of making the phone order I opened the email order confirmation to discover my credit card was charged $50.06 more than I was quoted and I realized that the color was incorrect. So, I immediately called Becky. I explained the problems and she said that they could not exchange the color as the order had already processed and was shipping. She said that I would need to receive the order then call for a return auth from eFaucets.com. Once I received the auth, then I can send the order back. And, I am responsible for shipping costs and a 15% restocking fee. I was shocked, as it was less than 15 minutes sicne this same customer service representative was extremely helpful. I brought to her attention we had just spoke a few minutes ago and that I just want to change the color of the items being shipped, as it makes no sense to ship over 300 lbs of plumbing products to me when it is the WRONG product. She said there was nothing she could do. I asked to speak to a supervisor or manager. She became rude and said no they would not be able to make changes and that I should have read the company policies, that once order is placed it will be shipped. I insisted on speaking to a supervisor. Which, another women got on the phone and was rude from the moment she began speaking. She stated that the order had already shipped. I asked her for the shipping company and tracking number, as it would have been an amazing accomplishment to pull six items from a warehouse, pack and prepare shipping in 15 minutes. She became hostile and said the items have shipped and there is nothing that can be done other than receive the package and go through the return process. And, eFaucets response to the the overcharge on my credit card, was that they would forward to the accounting department for an adjustment within 7-10 days. I also followed up via telephone, fax and email with Christina who manages customer complaints for parent company eImprovements.com. I have yet to receive any return communciation.

In reviewing documentation sent with email order confirmation, eFaucets.com charges a 20% processing fee for declining to receive a shipped order (hence why they refused to exchange and/or cancel shipment), plus a 15% restocking fee for returned products and all shipping fees. Absolutely unethical business model.

Please save yourself time, money and stress by NOT doing business with this company.
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Posted by Alain on 2010-06-04:
Looking at this and other reviews for Efaucets.com you can be assured I wouldn't order from them. Thanks for the review.
Posted by ok4now on 2010-07-10:
Don't stress yourself out dealing with these unethical lying toads. Immediately cancel the order, refuse delivery and file a C.C. dispute. Why should you be charged a 20% processing fee & a 15% restocking fee? That is pure profit for them and money out of your pocket. Dispute the charge, get all of your money back and let them eat the order.
Posted by Linda Grice on 2013-07-09:
I have been waiting for 6 months for them to credit my credit card for a return. Each time I talk to them they assure me it will be done. I think they are hoping I will forget it but I won't.
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Ripoff Charges
Posted by Tiredofripoffs on 01/22/2008
RACINE, WISCONSIN -- I had construction going on at my house and I needed a certain faucet ASAP. I ordered a faucet on their online store. Their website states that orders typically ship within 24-48 hours of receipt of an order. I called within 10 minutes of placing the order to check when the order would be shipped. The customer service woman said that the faucet was not in stock and it would take 4-6 weeks for delivery. I then immediately cancelled the order stating that I could not wait that long to receive my order. She said that she would cancel the order and that my credit card would not be charged. I called again later that same day to confirm the order was cancelled. The next day I received an email stating that I was being charged a 5% cancellation fee. I responded and said that I was told that I would not be charged anything since nothing was done on my order. They then said that they had put my order on a truck and had to remove it and put it back into inventory, when I said that I was told the faucet was not even in stock, they said that they had to charge me because they processed the charge and refund on my credit card and there were fees associated with that.

When I called my credit card company and confirmed there were no charges associated with that, they then said that I cancelled the order because I found it cheaper elsewhere, which was another false statement that they made up. I have all this documented in emails back and forth. I did find the faucet in stock at another company, but paid the exact same price - so if they would have had it in stock I would not have cancelled the order.

I think they are trying to scam me out of $13.85 - it is not a large amount, but I am not paying it on principle. They did absolutely nothing and should not get paid for that.
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Posted by grumpyguy on 2008-07-25:
We had a similar experience. We ordered a heated towel rack over a month ago. We just got our credit card statement and saw that our account had been charged, even though the item was on backorder. This is a shoddy business practice
Posted by freeman101 on 2010-03-08:
Very similar experience with lightingcatalog.com (owned by eimprovement.com). I ordered a ceiling fan that was supposedly "in stock" and "usually ships within 2 to 3 days". After I placed the order, I noticed that my credit card was charged immediately. After 2 weeks, I noticed that the fan had still not shipped. When I contacted them, I was told that it could take 5 to 6 weeks to receive the fan. Of course, if you read the fine print on their website, you can't cancel the order without being charged a restocking fee. I would not order from any eimprovement websites unless you are in no hurry to receive your merchandise. Very questionable business practices.
Posted by redone2177 on 2010-05-27:
The company still holds a "A" rating with the Better Business Bureau. File a complaint with them too it is easy.http://wisconsin.bbb.org/consumers/
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Posted by Kv3398 on 11/17/2010
RACINE, WISCONSIN -- I returned two orders to this company totaling almost $1,000 in mid-September of 2010. I followed their return instructions by obtaining an RGA number. I even sent the packages back via FedEx with signature required for delivery. As of November 17, 2010 my purchase has not been refunded to my credit card. Every time I call to check on status of refund I am on hold an average of 30 minutes before someone picks up the phone. Surprisingly, when you call their 800 number and press 1 for a new order, the phone is picked up immediately. Twice in the past three weeks I have been told by a customer service representative that they "just got my paperwork, personally walked it over to Returns, and that my refund should post in two to three days." As of today, I have no refund and they have all of their product back. I have never in my life had any issue with a return let alone it taking over two months to get my money back. This company is fraudulent in their return practices and should be investigated.
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Posted by Alain on 2010-11-18:
Efaucets has some of the worst costumer service and product reviews I've seen on this site and others.
Posted by Gary on 2013-07-01:
I have had an exact experience. Followed return instructions exactly complete with RGA and signed FEd Ex proof of delivery. 2 months later and 3 chats online with customer service and still no credit.
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Fraud business
Posted by Mysya on 05/13/2010
Please do not have a business with this ... company. I ordered towel bar in 04/18/10, they charged money on 04/22/2010. According to the company policy, , item was in the stock and I should receive the item within 3-7 business days. I received confirmation that return time frame from 04/18/10 to 05/18/10. Today is 05/13/2010 and I did not receive nothing yet. I call to them every day and every day they schedule delivery. The customer service pick up the phone (if they pick up) after 30-40 min. I never had a deal with this company and not recommend to anybody.
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Posted by MDSasquatch on 2010-05-13:
Sound like a Chargeback is in order
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Confusing and deceptive
Posted by Mtcats on 06/01/2012
I agree that this is the most deceptive internet company I've had the displeasure to purchase. I ordered faucets and didn't realize that 2 showed 0 quantity when it also stated usually ships in 1-2 days. Next day I called about expedited delivery and was told order would ship on Tues from NJ. When order didn't ship, they told me items were out of stock and would not be available for at least 3 weeks. I cancelled and no mention was made of 15% cancellation fee. No where on the confirmation does it show items are out of stock. How deceptive can you be!!
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Posted by ChuhBaca on 2012-06-01:
I just sent them an email, letting them know that I will not be a customer of theirs, given the numerous complaint I have read.

It really surprises me how often a complaint about them is posted, given the specialized nature of their business.
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In-stock/out-of-stock trickery and their policies-BEWARE
Posted by Jw96 on 08/11/2010
RACINE, WISCONSIN -- This e-tailer is the WORST one that I have ever dealt with in 11+ years of buying online. They are unethical at best and downright nasty when it comes to customer service.

Here's my experience: called to place an order via phone for a part that their website showed "3 in stock" with a notation to "call to verify." So, that I did. I called and placed an order on a Sunday afternoon. Rep checked and said product was OUT OF STOCK...would be in by middle of the month and then they would process order and ship it. I thought timeline would be ok for my kitchen renovation but 2 weeks seemed a bit long to wait. I asked her for a delivery date and she was curt and rude and said "when it comes into the warehouse." I should have known then that I should not do business with these people. But, I proceeded with the order. Thankfully, it was for a very small amount of money.

After talking with my installers, we decided to proceed with countertops, sinks, etc and decided that I could not wait 2 weeks for this part. So, I called 4 days after ordering and asked to cancel the order--I was following efaucets OWN POLICY. You *can* cancel before the order is fulfilled. I *knew* that I was in the right--my part was OUT OF STOCK, so canceling the order (per their policy) should not be a hassle. Boy, was I SO WRONG!

I called to cancel...you would have thought I'd placed a call to outer space--they didn't have my order, they didn't know my name, they didn't have my email, or phone number or that part number. What?!? NO trail at all of an order from me--sneaky people. IF they *can't* find the order, they surely can't cancel it. Interesting game they are playing.

So, after nearly 2 hours of phone calls to customer service and speaking to several people, I thought I'd do better via chat. Tried chatting with customer service, too. No, don't know you, don't know your order. Maybe you ordered from somewhere else? What?!? This customer service is the lousiest service I've ever experienced.

Can't cancel my unknown order. Next day, 8:30 AM, order is processed. Wow! They somehow found it overnight...and processed it with lightning speed. I called immediately and again received the run-around both on phone customer service (dreadfully LONG waits) and 3 chats (chat sessions somehow mysteriously just die in the middle of chatting). However, I saved all of the text from those chat windows. The reps make snide comments. I mentioned the name of the representative from the day before--and this new representative says, "no one by that name works here." She can chat quickly about that...but ask for your order number to be canceled and you'll be put on LONG HOLDS with comments like "I'm checking with my manager," or "I'm checking with the warehouse." Then, we *can't* cancel your order because it's already processed.

I tried again with the customer service phone calls and chats and literally felt like I was beating my head against a wall. The customer service "supervisor" did come on the chat and tell me that she was canceling my order...I asked for confirmation (like a cancellation number via email) and she said "we don't provide info like that." Huh? What kind of business people are they? But I have a digital copy of the chat where she said she was canceling my order.

I have filed a complaint with the State of Wisconsin Dept. of Consumer Protection. I have also disputed the charge with my credit card. I'm stunned at their lack of decent business practices, their bending their policies to make the sale go through no matter what, and their dreadful customer service.

I did do a search (parent company is ehomeimprovement, LLC) and found the name of the CEO and of the PR Rep--they will be hearing from me, as well. The leaders of this company should know what it's like to be a customer of this company. Worst experience EVER.
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Posted by MAD! on 2010-12-08:
Amazing! I wish I had read your review prior to ordering. Very similar experience. I disputed the charge on my credit yesterday and AMEX contacted them. Amazingly, when I checked my order this morning, it was processeed and "Awaiting tracking number from UPS" when yesterday it was not even close to being processed.
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Misleading, Uninformative, Unhelpful, Perhaps a Scam
Posted by John.postlethwait on 02/11/2014
RACINE, WASHINGTON -- After ordering two items that had to be "Special Ordered" and on their website "Usually ships within 10 days", I started communicating with them about the status of my order. After seeing the "10 days" on the website, I was next told "3-4 weeks, but usually sooner" from a Customer Service representative. After that I was told it would ship "this Wednesday", after that came and went, I was then given a timeline of 5-12 days AFTER "this Wednesday" for when it would leave their warehouse and be on it's way to me...

Deciding I had had enough, I asked to cancel my order over email during the weekend (a Saturday.) An employee responded, but said I could only cancel orders via the telephone, and only on Monday through Friday. I waited until Monday and tried to cancel my order by calling them, as is apparently their policy. I was told them items were "in their warehouse" and it was "impossible" to stop them from shipping to me, even though the cancellation policy on their site said that so long as it had not left their warehouse, I could cancel any Special Order for a 15% restocking fee.

Amazed by this, I asked what would happen if I refused the shipment that I could not stop from shipping even though it hadn't shipped yet, and was told I would pay a 20% refusal fee, on top of the 15% cancellation fee I was already trying to take on, and that the items would go back to the exact same warehouse they came from, but could not be cancelled from leaving out of.

The entire time of this 40-day wait for a product, they kept telling me it would leave in under 30 days from the order date. The importance of this is that if a Special Order has a "lead-time" of under 30 days, you cannot cancel it without a 15% restocking fee. After that 30 days had expired, they then continued to lead me on as to shipment times, until I finally tried to use their cancellation policy and incur the 15% fee I had been trying to avoid by simply waiting. When I got fed-up, they refused to help, and told me not only was I getting the 15% fee, they were going to tack on another 20% because they cannot make a phone-call to an employee in a warehouse.

This business essentially seems to be a scam to keep merchandise while reaping their markups through horrible fees, terrible Customer Service, and refusals to do anything – even things their site clearly states they are willing to do. They do not follow their own policies, yet use those same policies to make you pay for things you may not ever get.
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Posted by Soaring Consumer on 2014-02-12:
Dispute the charge with your credit card company.
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EFaucets.com Order shipping via Estes
Posted by Toni545266 on 01/28/2014
Ordered from eFaucets. com on Jan 1st. Ordered 2 items. Kohler sink and toilet. both items arrived in perfect condition. driver was rude and rushed me while I was trying to inspect the products. Overall great experience.
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I Can Return Their $475 Mistake for $512 Shipping - Criminal
Posted by Jatacotree on 10/07/2013
BATON ROUGE, CALIFORNIA -- I had a phone discussion and was assured that the shower stall walls would fit in a corner. After the discussion the salesman said lets record this. So you want model xxxx. I answered yes ordering the shower stall.

The walls sent do not fit in a corner.
I request to return the item but they say it is my fault that I ordered the wrong item.

Ok, I have learned my lesson that they only recorded my yes and none of the assurances he made. Shame on me.
The item was $326.65 + $149 shipping = 475.65.

I can return the item for $512 shipping via same carrier plus $50 restocking fee making it more expensive to return than throw in the trash. I have now read other customer complaints and do not trust them to refund anything.
Shame on them. They are criminals.
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Posted by d on 2013-10-07:
dispute it with your credit card company
Posted by cmthru on 2013-10-07:
OP may lose in a credit card dispute. OP states they have a recording of a 'yes' response but not the salesman's assurances. And that's what they will use. If the OP has the name of the salesman, plus date and time then there could be a chance of a refund.
Posted by trmn8r on 2013-10-08:
I agree with cmthru - I believe the OP is out of luck. With the internet, it is always, always wise to check for complaints against a company that is new to you. Unfortunately, the OP learned this lesson the hard way.
Posted by Old Timer on 2013-10-08:
EFaucets.com has a lot of very bad reviews. I can't help but wonder if they ever get a return customer. From what little I know of them I would never give them my money.
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Below Poor Customer Service
Posted by Jpc926 on 07/19/2013
Purchased a kitchen faucet replacement part - did not fit and called customer service for a RA#. was on hold for 10 minutes but the phone message said I was first in line for service.

When I received the instructions to return this item, I had to follow a 10 step guideline.
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Posted by Old Timer on 2013-07-19:
Have no idea what Efaucets does for repeat business? I have never, ever heard of a happy or pleased customer. I'll pay more at the local hardware or big box store than ever trust Efaucets with my money.
Posted by BigAl on 2013-07-20:
Either e-faucets does a huge amount of business so their complaints are proportionent with their sales or they are a crappy business.
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