The customer service is the absolute worst ever. I purchased a kitchen faucet online, and then wanted to make a change. When I called Sunday, I was told no that they were unable to make changes on weekends. When I asked to just cancel, I was told cancellations were not allowed on weekends either. The customer service person "**" was unbelievably rude, getting into an argument with me and pushing me for a fight. I finally called Monday to cancel my order and was told there would be a 25% cancellation fee! My next call was to my credit card to dispute the purchase.
Obviously this company has no customer service training whatsoever, and they must make the bulk of their money on change and cancellation fees. A truly dishonest, rude, and slimy company. Beware, there are much better online alternatives!
HAGERSTOWN, MARYLAND -- I have ordered 3 Moen faucets from efaucets.com and a shower valve. The two faucets and valve arrived within a few days. One of the faucets could not be installed because it was missing pieces and the valve was not the right item. I don't know whom to blame. Moen's customer service was great and sent replacement times without causing any further aggravation. Although, the project completion was delayed. Returning the valve to eFaucets was a hassle. I did not want a replacement, but they sent one anyway. I was told that if I want to return I need an Return Authorization number and pay for it myself. The third faucet did not arrive within a few days.
When I called, I was told it was a "special order". Initially, when I ordered it, the website stated it was in stock, but I double checked with the sales person who also said it was in stock. If I had known it was not, I would not have ordered it. I was then told it would not arrive for another few weeks. I had to cancel, pay a fee, and order from another website Irawoods.com that I have ordered from before and not had any issues.
RACINE, WISCONSIN -- We ordered (2) faucets, (3) sinks and (3) pop-up drains from eFaucets. The next day we received an email stating items were out of stock or on back order. We called to follow up on a timeline. eFaucets was unable to provide us with any kind of timeline. We decided to shop for the items elsewhere. eFaucet still charged our CC and after (4) calls and 1 month later has not reimbursed our $800. Again, we simply ordered items, they didn't have them, but still took our money and have not refunded it. They are total crooks. Don't order from this company! We are having to file a dispute with our CC company. Totally lame.
RACINE, WISCONSIN -- I ordered a part and was lied to when told it was available and would ship in 3-5 days. After 2 weeks of no part I tried to cancel order but was told I could not cancel and it was already being shipped from the manufacturer. After another 2 weeks I again tried to cancel and even spoke with a customer service supervisor named "**" who said even though they didn't have the part yet, I could not cancel my order without paying shipping and a "restocking fee of 15% even though I never got the item. I repeatedly told them not to ship it, but they did any way.
Now I am waiting for a return good authorization that was supposed to take 2-4 days but it has been a week and still no RGA. I can't return it without an RGA and if I do, they said it would cost me the 15% restocking fee PLUS a 20% fee. NEVER DO BUSINESS WITH EFAUCETS!!! EVER! Service is nasty, rude and will do anything to rip off consumers.
Unlike other reviews, I received my product in a timely manner. In fact, I was quite impressed that I received free expedited shipping and a beautiful faucet so quickly. But, that's where I stopped being impressed. The faucet I ordered did not fit the space as I had hoped. So, I needed to return it. First you have to call to get a RGA code; this took two phone calls. Then it takes them a week to email it to you at which time you can return the package. I am happy that I returned it via UPS so as to track it. They received it within a matter of days.
Three weeks went by with no email to indicate that they received the package. So, I emailed them. They did reply and said that I could expect a credit in 15-30 business days! It's now been two months since I placed the order. We'll see how much longer I have to wait. I buy things online all of the time and I have never had a single problem returning an item. This is outrageous and I will NEVER use this company again. Nor should you - unless you don't need your money back.
This is a HORRIBLE company. It took over two months to get my order. During the two-month wait period, I emailed to check up on the delivery and would get the same automatic email saying the order was going to be shipped in a few days. Those were lies. And then when I finally get my SCRATCHED faucet, the handles are missing. I called to inquire and found out that "IT DOESN'T COME WITH HANDLES"?!?! You have to pay extra if you want handles. Who would want a faucet without handles?? This is a marketing scam. Terrible, HORRIBLE company.
I recently purchased 4 sinks and faucets that needed to be exchanged. I had a terrible experience with customer service. Waiting times on their phone lines are ridiculous: 20 minutes was not unusual. The worst thing was that their "customer service supervisor" was arrogant and rude. I've never spoken to a worse "customer service" representative. I also waited a long time for a return number for the incorrect sinks. I'm still in the process of waiting for refunds. Based on the treatment I received, I'd say that the company demonstrated that they don't care about customer service - they just want to take your money!
Products ordered were backed ordered necessitating a cancellation and refund. First attempt by phone - hours on hold (just let the phone sit there until its battery died). Second attempt was to begin refund process. Instead of beginning that process an email was sent to a different email offering a discount to not cancel. Because it received no response, no action was taken toward cancellation. Third attempt, was told they had to first contact manufacturer then if it had not been sent a refund could occur. That was to take 24-48 hours. Now 5 days later no word. Dreading one more hour on the phone.
I highly recommend going to other sites. Life is too short to deal with these people. Wondering how to finally get my money back!
I returned the faucets I purchased for our shower and Jacuzzi. We did not even open the boxes as the contractor told me the ones I selected would not work in my bathroom. I returned them through the appropriate process and received an RGA number. I was never told about a restocking fee in my conversations with the online chat. I even told her I may have to return the products. I was charged a 15%/20% re-stocking fee. In addition it took 3 months to receive a credit on my credit card. The customer service was NON-existent. I will never use this site again. I wish I had looked for other reviews before I purchased. Stay away from this company.
WISCONSIN -- These guys are dirt balls. I ordered a couple of pieces of hardware and received an email that it would be shipped out that day. They never told me that it was not in stock and when it did not come in a week, I called only to be told that it was a "special order" and that it would not come for a month. They never told me it was out of stock and that that had to "special order it". I then instructed them to cancel the order and was told they couldn't. I've been on the phone now for 38 min and I'm still trying to resolve this. Oh, they just disconnected me! I have dealt with dozens upon dozens of companies on the internet and I have never had this type of problem. Stay well, well away.