IDAHO -- I ordered a kitchen sink from this company and never received an email confirmation that my order had been processed. The next day, I checked and my credit card had been billed.I waited one week--big mistake--and still no email confirmation so I called the Customer Service Department and was on hold for well over half an hour. I asked the customer service representative what the status of my order was since I had received no email confirmation but my card had been billed. Again I was put on hold while she checked the order with UPS. This went on for 15 minutes while she kept checking with UPS.
Finally, she came back and said my order was a "special order" not in stock and would take up to six weeks to be delivered. I told her this was not acceptable since my kitchen remodel would be put on hold waiting for the sink and asked to cancel the order and refund my card. She said this was not possible since it had already been sent to the warehouse and was waiting to be shipped. I told her there had been no email verification that this was a special order and their website indicated it would be shipped within 10 working days. She had no answer.
I was furious at this point and said this was fraudulent to bill my card before it had been shipped. No answer. The sink came without any of the drain hardware (this information was not disclosed when I ordered the sink!) Now I am stuck with a sink I cannot use and it will cost over $50 to return and still not sure if my credit card will be refunded. This company is a fraud. I wish it could be shut down before someone else has to experience what I did.
RACINE, WISCONSIN -- BUYER BEWARE. eFaucets.com should be investigated by the authorities! Déjà Vu... as I read ALL the complaints my experience was extremely similar. I placed an order. The $800+ was IMMEDIATELY debited from my account. I wait one month for the order to arrive even though it was advertised for 1-2 weeks. I don't receive the order. I call customer care. They are arrogant and lied EVERY TIME I communicated with them they tell me item is on back-order.
I call the mfg and they confirm that the item IS available (in multiples). I call eFaucets back, they claim it will be another 2-3 weeks. I cancel order, THEY DON'T REFUND $$$ and I'm still waiting for refund. DO NOT USE eFaucets. If you want an honorable online plumbing outlet contact FaucetsDirect.com... they are HIGHLY customer focused organization and delivered the same item I ordered from eFaucets in ONLY 3 days.
HAGERSTOWN, MARYLAND -- They are the worst online company. We ordered a sink that was listed as being "in stock." It ended up being a special order that took 4 weeks to receive. We finally bought another sink from ubuild.com and had it installed before we received this sink from faucets! After many phone calls they finally send us an email on how to return the sink. We found out that we had to pay shipping and 20% restocking fee. This $287 sink will cost $164 to return! Ridiculous!! Order from build.com - they are the best!!
After talking with an eFaucets associates I ordered two vessel sinks on OCTOBER 12th. I received two wall mount sinks, not vessel sinks, of which one of them arrived broke. I was told I would need to scrap the broken one and send the other sink back after I received an RGA number. After 3 days I still had not received an RGA number and I called eFaucets where I was informed it could take up to 10 days. After 10 days I called eFaucets because I still had not received my RGA number and I was then informed that it would take up to 14 days. I finally received the RGA number, NOVEMBER 16th, and it instructed me to ship the non-broken sink back to the manufacturer in CANADA which cost me another $72 to ship. I shipped it on NOVEMBER 18th and it deliver NOVEMBER 30th. Now I am $700 into a transaction and I have nothing to install in my clients new master bathroom. I then monitored my bankcard to make sure that I received a credit for the sinks.
After waiting at least 7 days and seeing no credit I called eFaucets where they informed me it could take up to 30 days to receive my credit. After waiting 30 days and still receiving no credit I called back several times to hear the same story that it would be issued this week, it would be issued today, it would be issued in two days, etc... I finally received a credit for $276, DECEMBER 17th which I did not understand because the non-broken sink was delivered to the manufacturer on November 30th so that was plenty of time to issue the credit back for both sinks.
I called eFaucets where they informed me it was for the broken sink only and they would not issue a credit for the other sink until the manufacturer issued them a credit for the returned sink which could take up to 30 days. I called eFaucets to let them know that the initial credit never showed up on my account and to check to see where the second credit was at in the process. I was told to contact my credit company because they issued the credit and on the second credit it would be issued in two days.
I waited two days and did not receive a credit. I called back and they told me that it would be issued that day, to no surprise it was not. I called back and they issued the credit December 29th of which they stated it could take up to 30 days to show up in my account. Purchased OCTOBER 12th, still not resolved DECEMBER 29th. $700 paid out with $528 potentially being returned. Make your own decision on whether to shop eFaucets bc I will never again.
Ordered a Kohler sink from them which turned out to be a special order item. When the site for the sink displayed, the link "check for availability" displayed above the green bold faced text "usually ships within 3-7 business days". Apparently this is their way of saying it's a special order item and it will ship in 7-8 weeks. I received an order confirmation that said I should be getting shipping confirmation shortly. After waiting for 2 weeks and not getting a shipping confirmation, I contacted them via an IM web chat where they confirmed it would take 7-8 weeks. This wasn't suitable for my project and requested to cancel the order.
Two days later I was told the order couldn't be canceled because it was on a truck to them from Kohler and they should get it within 2 weeks. I called them and was told I would have to pay a 40% restocking fee if I was to cancel the order once shipped from Kohler. Now, I'm left waiting with no way of confirming that the item is in fact on it's way. Further I was told that since the link "check for availability" appeared instead of a number, I should have known that it was a special order item.
Basically, they put the onus 100% on the customer to pick up all the nuances of their site and policies. My gripe is if they knew it was a special order product, rather than displaying the link "check for availability", why not just say its a special order item and it may take up to 7-8 weeks to get in? Of course I wouldn't have ordered it then and they would have lost a sale. I'm not going to say they are a dishonest company, but they are certainly not straight forward and I consider them less than honest. We'll see how long it takes or even if the product arrives....
HAMILTON, NEW JERSEY -- I ordered the incorrect sink. Within minutes I caught my mistake. I tried cancelling but no such luck. I called the company and they said they could not cancel because it had not yet been processed. I got an email and said it was being processed. I cancelled again. I received another email and said preparing to be shipped. I cancelled again. I got another email and said it was shipped. I received it 10 days later. I called and told them I had tried cancelling. I requested an RMA # to return it.
It took 5 days to get that number and it said I May be charged a 15% restocking fee. I called and asked them if that could be waived because I had tried to cancel. They said NO. They are going to charge me approximately $85.00 for something I will not have. That's some CUSTOMER SERVICE. Never again.
Dealing with the company has been a very bad experience. Anyone please stay away. They leave you on hold 20 minutes before they get back to you. I just wanted a simple answer about my order and it was a long experience. Plus the fact they were rude, and threatened me saying I could not cancel this order at all if I was unhappy with the product.
I tried going directly to Kraus manufacturing company to see if I can get help there and the manager named Dan was just as rude. I think he worked for e- faucets and went through the same training. Stay away from both companies.
I ordered one item and was told it was in stock, but would still take 2 weeks to receive. The item did not arrive after two weeks and I had to go to a local store to purchase the item. Turns out I had only saved TEN DOLLARS by using this horrible online company. When the item finally arrived (a week late), I called to get instructions for returning. I waited on hold for 10 minutes and was then told to wait 3 to 5 days for instructions to return to come via email. I waited a week for this email and instead received AN ORDER CONFIRMATION (which I had never received before?!) but no return instructions.
I just called AGAIN to get this info, and waited on hold for FORTY FIVE MINUTES. That's right, I said 45 minutes. This company is a scam. They have horrendous service and you don't save that much money. Save yourself the grief and buy somewhere else!!
Let me start by saying this company has to know their employees lie and treat customers like crap. Ordered five items, got two approximately five days later. Waited another week then decided to call and inquire on status of remaining items. After long wait on hold, was asked what items have not been received. Before I answered thought shouldn't they be telling me what items haven't shipped? After I told this ignorant so called customer service manager the items, she informed me it would take an additional three weeks for these items to ship.
I told her I wanted to cancel the rest of this order as the lead time is totally unacceptable, this lady tells me she would put in a request a request. Really? I told her I am not requesting to cancel, I am telling you to cancel it. To make a long story short, this lady sends me an email one day with her title as customer service manager. The next day I get another email from her, her title now is assistant manager. Do not order from this joke of a company!!!
RACINE, WISCONSIN -- Sink not delivered when they said, after I specifically called to confirm delivery before ordering. They ended up shipping from the East coast when I'm in CA so no way to make date without expedited delivery, but too late to arrange that. Now they are charging me a ton of fees to return it since I had to source it locally to make the installation date of our counter tops. Nice as can be when you're going to order; tell you what you want to hear so you place the order; rudest ever when you aren't happy. Don't ever buy from this company!