ONLINE -- On January 16th I placed an ordered for a towel ring and tissue holder adding up to $196.35. After about a week I received the towel ring fine. In May I realized that I had not received the tissue holder. Checking my credit card statement, I was charged for both even though I received only the one item. I immediately called and was told that they would send out the tissue holder overnight. A month later I contacted them again and was promised that it would go out. It never happened. I then demanded a credit to my account. It's June 10th and they still have refused to give me my money back.
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!!
RACINE, WISCONSIN -- This business practices deceptive trade, i.e. false advertising about product availability. Their website lures customers in with a banner that claims "Real Time Availability", IN STOCK, QUICK SHIP, "Orders before 3:00pm CST Mon-Fri usually ship the same business day." Even their "Restrictions Apply" page explicitly states customers should "visit the detail page of the product you are interested in to view Real-Time Availability Status." Their real time availability is bogus. They wait until your credit card payment clears and then orders the item from the manufacturer. It is almost impossible to reach a customer service representative via phone or live chat.
The only way that you will find out that the item you ordered is not in stock is a week or two after you order and you inquire about the status of your order. I finally received an email from their customer service representative and was told that the item I ordered is "made to order" and it will ship at the "end of the week". However, their "Real Time Availability Status" still states that the item is "In Stock". Next time I will check "my3cents.com" before I order anything for a vendor that I have no previous working relationship.
We ordered towel racks, hooks, toilet paper holders from this company in March 2010. We were told to expect delivery in three weeks. Having received nothing in that amount of time, we called and were told there had been "a glitch in the system" and the order hadn't been placed. We would have to wait another three weeks. The order arrived five weeks later. The towel rack was bent and unusable. We called and were told that they would order a replacement which they would get to us in "a week to ten days".
Hearing nothing again after two weeks, we called and were told we would just have to wait longer. Just today, three months after the order was first placed we have finally received the correct, undamaged products. Their customer service phones are poorly staffed; the personnel are rude; the information they provide is at least incorrect and likely just untrue. The pattern of the complaints here is always the same: promise then don't deliver. We will never do business with this company again and urge you not to either.