TOLEDO, OHIO -- Ordered 2 shower sets, 1 faucet and 1 vessel sink, August 2011, (building new home). Received order, no damage to packages and all shower sets and faucet packages shrink wrapped-no holes or rips. Put in storage until ready to install. Fast forward to December, now ready to install shower sets, first one-great, second one missing shower arm and escutcheon-oil rubbed bronze. Called company and told we are past the 30-day return policy. Unable to send missing parts. Jonathan and Ashley told us to go to Home Depot or Lowe's and try to match the ORB to get the parts we need. They do not sell spare parts and it took us too long to tell them these parts are missing.
We told them they do not have anything on MR DIRECT website about missing or incomplete items. Pretty much... too bad, so sad... sorry. The only other option, buy another ORB shower set. My husband did ask Ashley to have the company CEO give him a call. Poor customer service. I will be filing a complaint with BBB in Ohio and Consumer Protection. The 7 and 30-day return policy states damaged and or incorrect orders. Nothing about incomplete or missing parts.
7610 NEW WEST ROAD, OHIO -- We ordered a sink from MR Direct. We had it shipped directly to our granite company so they could cut our granite. MR Direct sent us the wrong facing sink (We order an L and they sent us an R). Because we had to keep the deadline, our granite company said they would keep the sink and replace it with one they had in stock that seemed to match. Meanwhile, MR Direct sent me an online survey which I responded to with information that they sent me the wrong sink. They called and I explained that we didn't have time to ship it back but that we were going to swap out sink. What I didn't consider were the accessories: 2 grates and a cutting board.
When the sink was installed, I took out the grates from their packaging and they fit. So I unwrapped the cutting board and it DID NOT FIT. When I called the company, they said because I had unwrapped it, they would not take it back or even issue a compromise refund. Seems all very silly since they sent the wrong sink in the first place, and we worked it out saving them return shipping.
I don't normally send in complaints, but I think the way this company handled their mistake was petty and short sighted. I can handle eating the $ for the incorrect cutting board, but what I cannot tolerate is a company like MR Direct that does not put customer service above saving a few bucks.