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49 Reviews & Complaints
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Dishonest. They Never Sent Product but Took My Money Anyway!
Posted by Md.kenney on 06/10/2013
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.
     
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Posted by Weedwhacked on 2013-06-10:
It took three months to realize you didn't receive 1 of 2 items? They're probably not going to compensate you as anything could have happened to the tissue holder. You could have lost it, or broke it. At least that's probably what they'll say.
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Good Prices, but Rip Off Shipping Charges
Posted by Billat908 on 04/02/2013
RACINE, WISCONSIN -- I ordered two medicine cabinets and entered the secret code for the free shipping.

All went well until the very end, when suddenly there was a $189 charge for "lift-gate shipping". fortunately I caught it in time and aborted the order.

I have trouble understanding why they needed a lift gate truck for a couple of medicine cabinets that weigh 38 lbs each.

I subsequently ordered the same cabinets for $7 more each, but the shipping was $30 for both. And that was UPS, not unreliable, damage-prone Fedex.
     
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Posted by trmn8r on 2013-04-02:
Did you contact them and ask why you didn't get the free shipping? If so, what was their reply?
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Lousy Service
Posted by Js.waldo.point on 03/22/2013
Requested stock check: received email that part was in stock. Ordered part through website. Checked a couple of days later. Had to call 800 number 5 times to get through. Agent found order but part not shipped. Part was out of stock. No email, no follow through. No nothing.At least credit card was not charged.

Customer service? What's that?

John
     
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Company Lies to Make Money - Don't Support This Business
Posted by Rlindstrom on 01/21/2013
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.
     
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Posted by trmn8r on 2013-01-21:
The cancellation policy is clearly spelled out on the eFaucets website - "it is impossible" to cancel and order once placed, assuming the item is in stock.

Regardless of the statement that your item was on the loading dock, the terms or ordering/cancelling are advertised. Many web portals these days do not allow you to cancel an order - it is important to check this before ordering.
Posted by bethadd on 2013-01-24:
I agree that there is no reason the company couldn't have cancelled the item. The comment the item was on the loading dock was a outright lie. And while their terms or ordering/cancelling are advertised, they contradict themselves. Hence, the customer is forced into a no-win situation.
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Charged for Backorder Items, Then Cancelled and Still No Refund
Posted by Freddie538 on 12/27/2012
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.
     
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Posted by Alain on 2012-12-27:
Good idea to challenge/dispute the charge. It's very possible that your credit card company may have encountered problems with EFaucets before.
Posted by trmn8r on 2012-12-27:
Alain is right on target - this is the ideal situation in which to file a dispute, and it wouldn't be surprising based on eFaucets' reputation that the CC company will be quite familiar with them. Good luck.
Posted by At Your Service on 2012-12-27:
Dispute is right.
Posted by Sarah on 2013-08-06:
Very similar experience. After numerous calls, emails, etc. still have not received a refund for $600 order that was cancelled because they did not have it stock. Just sent an email to my credit card company. CROOKS!
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Very Poor Customer Service and 15% Restocking Fee
Posted by Cyndeew on 08/20/2012
I purchase over $2500 worth of products and accidentally chose the wrong finish on one item. When I called to get information on returning it, I was told I would have to wait for 3-5 for a return authorization form and that it would cost me 15% extra. I gladly ordered my replacement product from another company that appreciated my money. Buyer beware - terrible service and rude customer service over the phone.
     
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Posted by lexophiliac on 2012-08-20:
It's always a good idea to read the terms and conditions before committing to a purchase. That way there's no nasty surprises.
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Horrible Customer Service and Return Policy!
Posted by Kejm31 on 03/23/2012
Absolutely horrible company. Spent $70 for an item that needed to be returned and their return policy and service is TERRIBLE. They are extremely rude. DO NOT BUY FROM THIS COMPANY. It cost me $27.00 to return the item and they charged a 15% restocking fee, I'm totally out all this money.
     
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Posted by Alain on 2012-03-24:
If you look at reviews both here and on other sites, Efaucets has one of the worst records for poor customer service on the web. You're probably far better off going to a local plumbing supply or even big box store to do your shopping.
Posted by trmn8r on 2012-03-24:
Good advice, Alain. If you go looking for plumbing supplies on the web, you will start tripping over eFaucets complaints very quickly.
Posted by wjk898 on 2012-10-31:
You will also go tripping over their web site if you google an item. Its always one of the first 2 sites to come up. Jujst ignore it. I had the same exact experience only its now 3 months and havent seen a credit posted yet. I will call them but I dont expect much. I will get back about 30 percent what I paid for the article with shipping and that obnoxious 15% fee. Never use that outfit! Scheisters!
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My first online complaint~~ever!
Posted by Karenjohnson on 01/10/2012
WISCONSIN -- I wish that I would have found this site before I ordered from Efaucets. My contractor had ordered a faucet from Efaucet and didn't have a problem so he recommended them to me. Here is my story. The day before Thanksgiving I placed an order for 5 items, two Kohler products and three Swanstone products. It was very late when I finally completed the order and after I hit 'send' I proceeded to work on my holiday plans. I realized the next day, on Thanksgiving, that I had made a mistake and I wanted to cancel the order. I also felt uncomfortable ordering such large items on line and really wanted to shop local. The day after Thanksgiving, which would be the next business day I called to cancel the order. The sales representative could not find it in the system anywhere. It wasn't listed under my name, my address, my phone number or my email address. I was completely baffled. She suggested that I might have gotten confused and ordered from a different company. Was I losing my mind?? Maybe I didn't hit the send button after all since I never received a Purchase Order or Confirmation email from Efaucet, The representative assured me multiple times that the order did not exist and it was not in their system. I thought this was very odd but assumed it must have gotten lost in 'cyber space' especially since I did not get a PO number. I told her that I truly hoped that it did not exist since I did not want that order. I want to add that I later found a similar complaint on My3cents with the very same experience that I did, ie where the order didn't exist. That was a big red flag for me and created additional doubts about this company's reputable business dealings.

Fast forward about three weeks when I get a call from the freight company wanting to set up a delivery time for the two Kohler items. I was flabbergasted, a bit confused and somewhat angry. I immediately called Efaucet and the representative was able to access my order right away. I proceeded to explain to her my attempt to cancel and that, according to her company, the order did not exist. How can I cancel something that did not exist?? She proceeded to tell me that it was my fault since had I entered my email incorrectly. I find this hard to believe since my email auto fills and I had received several emails from efaucet regarding in stock items and other questions I had on the products before I ordered. Having worked retail for many years I have learned that you never tell a customer that they are wrong. Bad business relations! I explained to her that I would not accept those Kohler products and that I wanted the Swanstone items cancelled. After that conversation I immediately called my credit card dispute resolution center to file a complaint.

The following day I found My3cents and realized it could possibly turn from bad to worse after reading other customers trials and tribulations from this sorry company. I thought if I accepted the Kohler products and tried to return through their system I could end up in a deeper hole since so many people had trouble with returns. I had lost all confidence in this company to be straight forward in their business dealings. In the end I did refuse those items and documented their return. I also tried to cancel the Swanstone products but they claimed it was not possible since they had already left the Swanstone warehouse. After many phone calls with Efaucet and my credit card company they wrote me a congratulatory letter claiming that the Swanstone order was cancelled and they were planning to give me a credit for two Swanstone products~~I ordered three. The credit amount doesn't make any sense. It doesn't add up correctly and nothing is itemized. I am disgusted with this company and I cannot believe that they are still in business. My next move is to file a claim with the BBB and the Attorney General in the state of Wisconsin. I want a complete return, every cent. I've taken so much time trying to resolve this issue. In my mind they owe me plus interest! I have never, ever filed a complaint like this in my entire life. In my opinion, their business practice is unethical. Do not shop with Efaucet!!!
     
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Posted by Anonymous on 2012-01-10:
Welcome to My3cents, and we look forward to not only hearing a resolution to this topic, but we look forward to many more reviews from you in the future. Feel free to hang around awhile, and check out other reviews, comment on them yourself, and join some of the regulars in the Community Forum section just to shoot the breeze about everyday life.
Posted by At Your Service on 2012-01-10:
I would agree that wisdom would suggest you purchase major items locally. Not doing so is inviting trouble.

With that said, however, I've got to point out that you did ultimately make the purchase with eFaucets. Some people feel entitled to being able to arbitrarily cancel an order being, "only two days later". This is not necessarily the case. Many vendors now do not house product independently. Their website becomes nothing more than an ordering system with the manufacturer. In such cases, THE VERY MOMENT you make an order, there are steps taken and costs produced which are not reversible.

They should have had a way of tracking down the information the day after Thanksgiving when you called, even if you did enter the incorrect e-mail address. However, even if they would have it doesn't mean there would not have been repercussions for placing said order.

Hopefully, all will work out well Karen. Even though you may have the frustrations and costs associated with placing and then later canceling the order, you will hopefully wind up with what you like and be able to place this all behind you.

Best of luck.
Posted by griffin21 on 2012-01-10:
It is probable that the email address on the forms that you've filled out for questions before the order and the email address that you entered on the order form (supposedly mis-keyed) are logged separately --- so getting answers to questions and promotions might have been through one email and not the other*.

Since the item did not arrive until several weeks later, did you not notice the charges being made to your credit card?

In a way I'm jealous that something actually did arrive for you. I am still trying to recover a charge made by a vendor immediately after my order in August. Nothing ever arrived (supposedly to their facility so they can ship). I eventually did get a "refund" ... but then like the experience of many other customers, they turned around and "inadvertently" made a fresh new charge.
Posted by trmn8r on 2012-01-10:
Whenever I am dealing with a new web portal, I do a Google search for it and try to locate complaints. My one failure is buying a Dell without seeing all the complaints about customer service.

It is interesting if you do that with eFaucets - they created a few web addresses that come up first, with "complaint" in them. One says "To reduce complaints we've created a Complaint Resolution Center..." Sounds like a red flag. Of course if you look further you will find a ton of complaints.

When ordering online, it is really best to be 99% certain that you want to follow through. web portals are set up to efficiently process orders, and unfortunately cancelling orders is too often not a smooth process (if possible at all). If you have to get into return shipping that is another can of worms.

I hope you get all your credits.
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Company Phone Number
Posted by Sarahh on 09/20/2011
For anyone that needs to get in touch with efaucets their number is 888-201-2468. That will get you right through.     
     
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Bad
Posted by Chinooktoe on 04/12/2011
Only got part of the item, the button, of a garbage disposal air switch. Over a month now, still not received other part. They said it will take weeks to get the part. They will not refund until they get the button back from me. They failed to notify UPS to pick up button from me. All their fault but they won't refund.
     
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Posted by Alain on 2011-04-13:
This is typical behaviour for E-Faucets.
Posted by Disaster Worker on 2011-04-13:
Too bad you didn't check on this site before you purchased from EFaucets. I don't believe anyone has ever received merchandise from this company. I don't know why the AG in the company's home state hasn't shut this place down. Does anyone know if there is a physical address or is this business being operated from a home?
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