I WISH I had found this website before I placed my order. I want to share my story to hopefully save someone else from having to go through what I went through. We ordered an expensive Whirlpool bathtub from this company, arrived damaged. There were 2 big holes in the side of the box as if a forklift or similar equipment lift had pierced it. We opened the box with the shipper to discover the tub was chipped and cracked on the side.
Since we were on a timeline that was PLANNED around this tub delivery, we had no choice but to accept the tub and try to hide the damage as much as possible. The damage was noted on the shipping receipt and I was told by ESTES (the shipping company) that I could file a claim. I called efaucets.com to ask them how to file the claim and they SEEMED very helpful. But it was a ploy to run out the clock and screw me over.
They said they would file the claim for me. Then they tried to offer me 10% for damages. I said "No, the damage is more than 10% of what I paid. Insurance should cover this. I want to file a claim." Then they said they called headquarters and told me that I would receive a 85% refund, which would be credited back to my card in 5-7 business days. Great! So I thought...it was a lie.
The next day I get a phone call saying they "accidentally" shipped me a new tub and in order to get my refund, I would have to accept this new tub and then return it to them. I took time off work, received this second tub (2 weeks later - after I FINISHED my bathroom and moved into the new house) and returned the "accidentally shipped" second tub, as instructed. I'm told to wait another 5-7 business days. Still NO CREDIT.
I call again "Ooops, we lost your credit. It will take 5-7 business days to reissue." A week later, the rudest Customer Service MANAGER I have ever spoken within my life basically called me a liar. She said that I was NEVER TOLD I was going to get a credit, and I could not file a claim for damages through ESTES (the freight company) because I returned the SECOND tub to them!!!! I called Estes (the shipper who damaged our tub) directly to file a claim to have an insurance adjuster come settle my tub damages, and they would not file my claim because they said they SETTLED IT WITH efaucets.com and can't pay twice on the same claim!
I will NEVER use this company again, and I will seriously consider whether I will use ANY company over the internet for expensive items in the future. I will certainly look for message boards such as this before spending that much money again. I am currently looking into legal action, as well as contacting the Attorney General, and Better Business Bureau. I hope my horror story can help someone else.
When I ordered a bathtub from eFaucets, I was very happy to get such a great deal. Unfortunately, when the tub arrived, it was the wrong tub. I ordered Whirlpool style tub. I was extremely intentional for this is a large master bath remodel. When the tub arrived, it was not a Whirlpool style tub. It was a much cheaper model. I understand these things happen. This is where the nightmare began.
I called (and was on hold a very long time) to see about sending this one back and getting the correct tub. Well, it turns out they don't have the correct tub and it would be months lead time. Even though I could get online right then and order another one. I decided to send this mis-shipped tub back and get my money back. The customer service agent I spoke with said that I would get a RGA (Return Goods Authorization) # within 3 to 5 days in the form of an email explaining how to send it back. Well 5 days came and went.
I called again (a helpful tip for any of you dealing with this: when you call, select the option to place an order instead of inquiring about an existing order. I find they answer much quicker that way!). The customer service agent, again told me to wait 3 to 5 days for a RGA #. Again, 5 days later, nothing. This went on for weeks while I have a huge tub in my garage, eFaucets has $1000 of my money, and my schedule to do the remodel is shot. I finally got the golden email which was nothing but a Bill of Lading for the freight company that couldn't have taken 2 minutes to fill out.
The instructions were to call the freight company to set up pick up. One day after that the tub was picked up by the freight company as we agreed. Now, I had to get my money back so I can get the right tub. This was absolutely the most difficult part of the entire mess. I'm talking months of phone calls. I assure you I was extremely polite with everyone I spoke with. I was assured that I would receive my credit 7-10 days after the tub arrived at their warehouse. I tracked the tub, and waited 10 days from when it landed at their warehouse, then began calling again. Every time I called, I was assured that within 7-10 business days, I would receive my credit.
I finally got a hold of a nice lady who would correspond with me via email and took it upon herself to see this matter through with their credit department. After I began dealing with her directly it was still over two weeks before I received my credit. Luckily I did, and to be honest, I didn't think I would ever see that money. I will never do business with them again, and I hope you don't either. It's worth mentioning that everyone I spoke with was polite.