TOLEDO, OHIO -- Ordered 2 shower sets, 1 faucet and 1 vessel sink, August 2011,(building new home) Received order, no damage to packages and all shower sets and faucet packages shrink wrapped-no holes or rips. Put in storage until ready to install. Fast forward to December, now ready to install shower sets, first one-great, second one missing shower arm and escutcheon-oil rubbed bronze. Called company and told we are past the 30-day return policy. Unable to send missing parts. Jonathan and Ashley told us to go to Home Depot or Lowes and try to match the ORB to get the parts we need, they do not sell spare parts and it took us to long to tell them these parts are missing. We told them they do not have anything on MR DIRECT website about missing or incomplete items. Pretty much....too bad, so sad...sorry. The only other option, buy another ORB shower set.
My husband did ask Ashley to have the company CEO give him a call. Poor customer service I will be filing a complaint with BBB in Ohio and Consumer Protection. The 7 and 30-day return policy states, damaged and or incorrect orders. Nothing about incomplete or missing parts.