Efaucets Complaint - My first online complaint~~ever!
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!!!