EFaucets.com Complaint - In-stock/out-of-stock trickery and their policies-BEWARE
RACINE, WISCONSIN -- This e-tailer is the WORST one that I have ever dealt with in 11+ years of buying online. They are unethical at best and downright nasty when it comes to customer service.
Here's my experience: called to place an order via phone for a part that their website showed "3 in stock" with a notation to "call to verify." So, that I did. I called and placed an order on a Sunday afternoon. Rep checked and said product was OUT OF STOCK...would be in by middle of the month and then they would process order and ship it. I thought timeline would be ok for my kitchen renovation but 2 weeks seemed a bit long to wait. I asked her for a delivery date and she was curt and rude and said "when it comes into the warehouse." I should have known then that I should not do business with these people. But, I proceeded with the order. Thankfully, it was for a very small amount of money.
After talking with my installers, we decided to proceed with countertops, sinks, etc and decided that I could not wait 2 weeks for this part. So, I called 4 days after ordering and asked to cancel the order--I was following efaucets OWN POLICY. You *can* cancel before the order is fulfilled. I *knew* that I was in the right--my part was OUT OF STOCK, so canceling the order (per their policy) should not be a hassle. Boy, was I SO WRONG!
I called to cancel...you would have thought I'd placed a call to outer space--they didn't have my order, they didn't know my name, they didn't have my email, or phone number or that part number. What?!? NO trail at all of an order from me--sneaky people. IF they *can't* find the order, they surely can't cancel it. Interesting game they are playing.
So, after nearly 2 hours of phone calls to customer service and speaking to several people, I thought I'd do better via chat. Tried chatting with customer service, too. No, don't know you, don't know your order. Maybe you ordered from somewhere else? What?!? This customer service is the lousiest service I've ever experienced.
Can't cancel my unknown order. Next day, 8:30 AM, order is processed. Wow! They somehow found it overnight...and processed it with lightning speed. I called immediately and again received the run-around both on phone customer service (dreadfully LONG waits) and 3 chats (chat sessions somehow mysteriously just die in the middle of chatting). However, I saved all of the text from those chat windows. The reps make snide comments. I mentioned the name of the representative from the day before--and this new representative says, "no one by that name works here." She can chat quickly about that...but ask for your order number to be canceled and you'll be put on LONG HOLDS with comments like "I'm checking with my manager," or "I'm checking with the warehouse." Then, we *can't* cancel your order because it's already processed.
I tried again with the customer service phone calls and chats and literally felt like I was beating my head against a wall. The customer service "supervisor" did come on the chat and tell me that she was canceling my order...I asked for confirmation (like a cancellation number via email) and she said "we don't provide info like that." Huh? What kind of business people are they? But I have a digital copy of the chat where she said she was canceling my order.
I have filed a complaint with the State of Wisconsin Dept. of Consumer Protection. I have also disputed the charge with my credit card. I'm stunned at their lack of decent business practices, their bending their policies to make the sale go through no matter what, and their dreadful customer service.
I did do a search (parent company is ehomeimprovement, LLC) and found the name of the CEO and of the PR Rep--they will be hearing from me, as well. The leaders of this company should know what it's like to be a customer of this company. Worst experience EVER.