Decor 66 - Home Annex Complaint - Worst Experience Ever

Review by Beverlyblvd on 2008-10-16
I order online a lot. Sometimes a problem occurs - no big deal if the retailer is service oriented. Just work out a resolution.

I took extra time to call & question an item I was purchasing - a stainless steel undermount sink. Not a small item and critical to a kitchen remodel we are doing.

I wanted to verify the optional drilled hole needed and estimated shipping time & place order while on the phone.

I received instructions to place the order online & the sales representative I spoke with would see that the sink hole was drilled - no cost to customer.
I should have been concerned because I did not get anything in writing that confirmed that the hole would be drilled.

Of course it arrived without a faucet hole - useless! I called immediately. I've placed several calls & have emailed their customer service.

I was told that I should have called again to customer service - I should not have relied on their sales department to handle.

To fix problem they offered for me to pay shipping to/from manufacturer at my expense but no charge for the hole to be punched -- oh, but it may take up to a month.

Meanwhile I have a kitchen remodel without a sink. I suggested purchasing a replacement sink (this time with a hole) and return the one I received that is wrong.

Their response: I'd have to pay a 30% restocking fee. I probably would have been willing to pay return shipping just to speed up the correction but its pretty insulting to be told they made an error but by the way it will cost you 30% plus all the delays and hassle.

Their customer service stinks. Everyone I have talked with seems to have no concern for the customer's needs. And you can forget about talking with a supervisor. I've called three times and have never been able to get a transfer to a supervisor.

I did get an email asking me to post my positive experience on their site or call customer service if any problems. You got it -- I called customer service again and got no where!

Home Annex and Decor 66 plus several other stores are all linked. I do not know the exact affiliation but I'll never do any business with them again and I suggest others shop elsewhere to avoid similar problems with service.
Comments:2 Replies - Latest reply on 2008-10-16
Posted by ringostar on 2008-10-16:
Can't you just drill the hole?
Posted by BobJohn on 2008-10-16:
Take it to a metal fabrication shop if you can't do it yourself. It shouldn't cost much but I do understand your frustration over the order.

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