ATLANTA, GEORGIA -- I ordered a faucet late one night and in the morning realized I had purchased the wrong item. I called the company to see if they had the product I really needed and they did not. So I tried to cancel the order. The customer service representative told me items were processed immediately and my faucet was already on the dock to ship. She said she would waive the restocking fee and just to call for a return authorization number when it arrived.
Well first, the item was not on the dock ready to ship. According to their own tracking information, the order didn't ship out until 5 days later. When it did arrive, I had to call FOUR times to get a return authorization number and they then informed me they would NOT waive the restocking fee. So basically I was out the money to ship a product I did not want to my house, another $27 to ship it back and about $60 in the restocking fee. All the while, there is NO REASON my order could not be cancelled before any of this occurred. I truly believe I was lied to so they could at least pocket the $60 on the order.
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 else were. 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 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.
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.
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.
RACINE, WISCONSIN -- I tried to return a Kohler toilet seat that was the wrong color. Company said that it would not accept exchange on a toilet set, although company policy does not state that. Their exchange policy appears to be that unless you have an item in unopened package, they will not exchange it. That is despite the policy's statement that they will exchange items of wrong color. I will not do business with this company again and advise anyone else to avoid them.
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!!
MONROE, NEW YORK -- 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.