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 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.
Almost immediately after ordering I received an email saying my order had been processed and would ship the next day. After 2 weeks, I contacted them and asked where my order was. They replied that they didn't stock that item. it would be shipped from the manufacturer and I might get it in "one or maybe two more weeks." When I told them that was too late and I needed to cancel their story changed again.
This time the item was supposedly in transit, not to me but to them and it was too late for me to cancel. Their solution?? I should send it back when it arrived. All I will have to pay is freight ($120. each way) and a restocking fee pf 15% ($75). I am now out over $300. on an item that I finally had to buy from someone else. I truly can't believe anyone does business with these people more than once! I know I won't.
Impossibly frustrating: three months of requesting credit for an authorized return. I sent back the goods, but heard nothing after 6 weeks. Emailed them twice, and after each got a confirmation of an imminent refund, but, of course, no credit was issued (their BS: "Your credit will be taken care of today, and you will see it posted to your account within 2-10 business days", then "Your credit will be taken care of by 12/10/2010 and you will see it posted to your account within 3-5 business days from that day").
After a phone call, they reassured me, "Your account will be credited by the end of the day." Hah. Finally after threatening to contact the Better Business Bureau, they issued the credit... deducting 40% for restocking and shipping. Such liars - they assume the customer will forget that a refund is due and then string you along with their false promises. Irritating, unethical, foolish.
As a property manager, I ordered parts from them for a leaking faucet, and was told that they would arrive between 3 and 7 days. After three weeks and no response I was forced to hire a plumber to repair the faucet, as this was a tenant situation. FOUR weeks later I received half of my order. I emailed eFaucets to ask for a full refund but was refused because my order was not large enough. I emailed again to say that not only was my order three weeks late, but that I never received the full order. No response. Do not EVER order from this company.
RACINE, WISCONSIN -- I order a great deal of items online. In fact, more than 85% of the items I purchase come from on-line retailers. So, from a buying perspective, this is not my first rodeo. In my humble opinion, this is, by far, the worst company I have ever dealt with. From the moment they get your money, they might as well close the doors and move away. In the last 2 days, I waited more than 1.5 hours for someone to answer the phone. Thinking there must be a better way, I tried to do the on-line chat. Again, waited for more than 45 minutes just to get a person to chat with.
When I finally got the opportunity to speak with someone, their response was "We need to call the supplier / manufacturer to check on the item. We will call or email you with the update." Guess when the update came???Never - it never came.
To say this business completely sucks would be a huge understatement. Anyone choosing to conduct business with eFaucets.com or any of their affiliated companies is making a massive mistake. From one consumer to another, please, please, please don't do it. Choose a reputable vendor who can actually provide service before, during and after the sale.
I would never recommend to do business with this company. They placed a second order in error and charged me for it and refuse to refund my money. They apparently have a ridiculous system that cannot confirm when orders are actually in progress.
If you call to tell them they have made an error even if a shipment has not gone out yet they will refuse to deal with the situation. The supervisor hung up on me. They stole over $400 from me as a restocking fee because I sent back the order they placed in error!!! Don't expect honesty, help or fairness once they have your credit card number.
I ordered some shower valves and tried to cancel them the same day, and could not get them to answer their phone. I followed their procedure, got an RMA, shipped it back, and after two months, no refund. When I go ahold of them they made excuses and said my refund was coming. It never did. Finally, I canceled the transaction via my credit card company, and about a month later I got the refund. Never again. By the way, faucetdirect.com is a completely different experience, you can get ahold of them, they help you and returns are a breeze.
I have never written a negative review of any company before even with bad service but this case is the extreme. I asked them to cancel an order on an item when I found out it would take 6-8 wks to ship. The site says it ships within 24-48 hours. Found this out by contacting them 3 weeks later. Decided to change to a different item that was in stock and 10 days later hadn't heard anything so I contacted them and they hadn't input the order yet. I told them to cancel it and the customer service representative input it anyway while we're on the phone. Now, I have to pay a 15% restocking fee for that item. I asked to speak to a supervisor and they wouldn't give me a name or number. Terrible, terrible service!!