EFaucets.com Complaint - More than 200 BBB Complaints
My recent order with eFaucets.com has added one more complaint to the over 200 already received by the BBB. Please do NOT give this company your credit card, they are unethical. I placed an order with this company via the telephone this week totaling nearly $1,500. The customer service rep, Becky, could not have been more professional, sweet and polite as I placed the order (appears to be a ploy). She even gave me her private extension number in case I had any other questions about my order.
Within minutes of making the phone order I opened the email order confirmation to discover my credit card was charged $50.06 more than I was quoted and I realized that the color was incorrect. So, I immediately called Becky. I explained the problems and she said that they could not exchange the color as the order had already processed and was shipping. She said that I would need to receive the order then call for a return auth from eFaucets.com. Once I received the auth, then I can send the order back. And, I am responsible for shipping costs and a 15% restocking fee. I was shocked, as it was less than 15 minutes sicne this same customer service representative was extremely helpful. I brought to her attention we had just spoke a few minutes ago and that I just want to change the color of the items being shipped, as it makes no sense to ship over 300 lbs of plumbing products to me when it is the WRONG product. She said there was nothing she could do. I asked to speak to a supervisor or manager. She became rude and said no they would not be able to make changes and that I should have read the company policies, that once order is placed it will be shipped. I insisted on speaking to a supervisor. Which, another women got on the phone and was rude from the moment she began speaking. She stated that the order had already shipped. I asked her for the shipping company and tracking number, as it would have been an amazing accomplishment to pull six items from a warehouse, pack and prepare shipping in 15 minutes. She became hostile and said the items have shipped and there is nothing that can be done other than receive the package and go through the return process. And, eFaucets response to the the overcharge on my credit card, was that they would forward to the accounting department for an adjustment within 7-10 days. I also followed up via telephone, fax and email with Christina who manages customer complaints for parent company eImprovements.com. I have yet to receive any return communciation.
In reviewing documentation sent with email order confirmation, eFaucets.com charges a 20% processing fee for declining to receive a shipped order (hence why they refused to exchange and/or cancel shipment), plus a 15% restocking fee for returned products and all shipping fees. Absolutely unethical business model.
Please save yourself time, money and stress by NOT doing business with this company.
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