I WISH I had found this website before I placed my order. I want to share my story to hopefully save someone else from having to go through what I went through. We ordered an expensive Whirlpool bathtub from this company, arrived damaged. There were 2 big holes in the side of the box as if a forklift or similar equipment lift had pierced it. We opened the box with the shipper to discover the tub was chipped and cracked on the side.
Since we were on a timeline that was PLANNED around this tub delivery, we had no choice but to accept the tub and try to hide the damage as much as possible. The damage was noted on the shipping receipt and I was told by ESTES (the shipping company) that I could file a claim. I called efaucets.com to ask them how to file the claim and they SEEMED very helpful. But it was a ploy to run out the clock and screw me over.
They said they would file the claim for me. Then they tried to offer me 10% for damages. I said "No, the damage is more than 10% of what I paid. Insurance should cover this. I want to file a claim." Then they said they called headquarters and told me that I would receive a 85% refund, which would be credited back to my card in 5-7 business days. Great! So I thought...it was a lie.
The next day I get a phone call saying they "accidentally" shipped me a new tub and in order to get my refund, I would have to accept this new tub and then return it to them. I took time off work, received this second tub (2 weeks later - after I FINISHED my bathroom and moved into the new house) and returned the "accidentally shipped" second tub, as instructed. I'm told to wait another 5-7 business days. Still NO CREDIT.
I call again "Ooops, we lost your credit. It will take 5-7 business days to reissue." A week later, the rudest Customer Service MANAGER I have ever spoken within my life basically called me a liar. She said that I was NEVER TOLD I was going to get a credit, and I could not file a claim for damages through ESTES (the freight company) because I returned the SECOND tub to them!!!! I called Estes (the shipper who damaged our tub) directly to file a claim to have an insurance adjuster come settle my tub damages, and they would not file my claim because they said they SETTLED IT WITH efaucets.com and can't pay twice on the same claim!
I will NEVER use this company again, and I will seriously consider whether I will use ANY company over the internet for expensive items in the future. I will certainly look for message boards such as this before spending that much money again. I am currently looking into legal action, as well as contacting the Attorney General, and Better Business Bureau. I hope my horror story can help someone else.