I had been talking to a person a eFaucets on and off for about a month about some bathroom fixtures. Several times he mentioned how fast everything ships out because it is always in stock.
So if finally, placed an order with eFaucets on line late at night. And then order a couple more items the next morning. I call customer service at 9:30 am to see when the order would ship and was told that my order would not ship for 3 to 5 days and would take 4 to 5 days to arrive. I told them that was too long and that I was going to find the fixtures locally.
I called back at 11:15 am and talked to customer service and told them that I needed to cancel both orders. I was told OK it was no problem, and they would cancel the orders. There was no mention that I could not cancel the order nor was I told that the orders had already been sent to shipping and could not be stopped. I went and purchased the fixtures locally. The customer service person made NO attempt to find out exactly when or where the items were shipping from. Something two other customer service people told me he could do.
Two days later I get a call from a trucking company tryining to deliver a bath tub and toilet from efaucets. I tell them that I had cancelled the order and was not accepting it.
I called efaucets explained what had happened and they apologized for the mistake but said they dont accept cancellations of orders. Even though what I was told was wrong.
They never mentioned that they charge for refused orders or returned orders.
A couple of days later I received some more of the fixtures and call customer service again explaining the whole situation and ask if I could cancel whatever hadnt shipped and wanted to return the product that came in. The customer service person said they would take care of it and again did not mention anything about a restocking fee. She told me that the first person should have told me that everything ships right away and should have told me that it would be three to five days before it shipped. She said she was going to get with the supervisor and make sure this is all straightened out because what I was told was wrong.
A few days later I receive a piece and I again call customer service. They confirmed that it was all set up to return everything. In the approximate 5 minutes talked to person about returning the product she never, not even hinted that there would be a restocking fee.
Tonight if find out that they are charging me a 15% restocking fee and I am paying for the shipping back.
Another Important point is that you really, I mean really need to make sure you know what you need as they are useless in helping you figure out all the little pieces needed to order.
After ordering two items that had to be "Special Ordered" and on their website "Usually ships within 10 days", I started communicating with them about the status of my order. After seeing the "10 days" on the website, I was next told "3-4 weeks, but usually sooner" from a Customer Service representative. After that I was told it would ship "this Wednesday", after that came and went, I was then given a timeline of 5-12 days AFTER "this Wednesday" for when it would leave their warehouse and be on it's way to me...
Deciding I had had enough, I asked to cancel my order over email during the weekend (a Saturday.) An employee responded, but said I could only cancel orders via the telephone, an only on Monday through Friday. I waited until Monday and tried to cancel my order by calling them, as is apparently their policy. I was told them items were "in their warehouse" and it was "impossible" to stop them from shipping to me, even though the cancellation policy on their site said that so long as it had not left their warehouse, I could cancel any Special Order for a 15% restocking fee.
Amazed by this, I asked what would happen if I refused the shipment that I could not stop from shipping even though it hadn't shipped yet, and was told I would pay a 20% refusal fee, on top of the 15% cancellation fee I was already trying to take on, and that the items would go back to the exact same warehouse they came from, but could not be cancelled from leaving out of.
The entire time of this 40-day wait for a product, they kept telling me it would leave in under 30 days from the order date. The importance of this is that if a Special Order has a "lead-time" of under 30 days, you cannot cancel it without a 15% restocking fee. After that 30 days had expired, they then continued to lead me on as to shipment times, until I finally tried to use their cancellation policy and incur the 15% fee I had been trying to avoid by simply waiting. When I got fed-up, they refused to help, and told me not only was I getting the 15% fee, they were going to tack on another 20% because they cannot make a phone-call to an employee in a warehouse.
This business essentially seems to be a scam to keep merchandise while reaping their markups through horrible fees, terrible Customer Service, and refusals to do anything even things their site clearly states they are willing to do. They do not follow their own policies, yet use those same policies to make you pay for things you may not ever get.
I get a huge " I don't care " and " $#*! happens " attitude from your customer service reps. If you cannot offer quality controlled shipping, why have an online store? If you have a customer who is especially
Inconvenienced by a shipping mixup or issue, dont give them run around answers. Be specific about shipping dates, and when there is further issue, give them reason to still come back. Even if its a coupon, and an apology. TAKE RESPONSIBILITY FOR THE QUALITY OF YOU CUSTOMER SERVICE! Dont give vague answers and blame it on " the factory" or say "We are just a call center" or "shipping dates can change at any time for any reason" HAVE ACCOUNTABILITY! Because I can guarantee after I am done informing other future customers all over the web of my unsatisfactory experience with you, others will have the same stories, and at the end of the day, the simple " I am so sorry, let me give you $50.00 off your next order of $2000. 00 or more, we really want your business and I'll do everything I can to retain it" Will end up costing you more than a few words and a few dollars profit.
DO NOT DO BUSINESS WITH THIS MIDDLE MAN COMPANY. I am a contractor, I made a large purchase, the order dates keep changing and changing, over a month out when items are supposedly in stock or 2 weeks out. No one will give me a supervisor, one employee simply refused any help and was very rude or any kind of quality assurance. ORDER DATES CAN CHANGE AT ANY TIME, FOR ANY REASON, AND NO ONE CARES WHEN YOU GET IT AS LONG AS THEY HAVE YOUR MONEY.
Welcome to the Support Center. Please hold while we locate a Representative to assist you today. Your wait time will be approximately 0 minutes, 30 seconds.
You are now chatting with 'christy'.
Christy: How may I help you today?
Mike: I need to talk to a supervisor. I have spoke with "Joanie" employee # 216 at your call center on multiple occasions and I am very dissatisfied with the way I am treated as a contractor, She denied transferring me to anyone else to help even upon my multiple request to escalate the call.
Christy: The only way you would be able to speak with a supervisor is to call in and request one. If one is available they will take the call
Mike: I have two items on order number # ******* that are over a month out. I ordered them here, on the chat, and was not told of any availability issues at the time.
Mike: I keep getting told every week " they are on the truck we cant do anything, they are already shipped"
Mike: I am not provided any confirmation or tracking, and then the story gets changed today to "they are on a truck on their way to us"
Christy: The progress item Joanie checked on and it is shipping today and we email tracking within 24 hours
Christy: when you called in yesterday for the danze item you were told it was back order until 5/24
Mike: But the week before I was told something different
Christy: back order dates can change at any time
Christy: they are not guaranteed
Mike: I need a courtesy refund of some amicable amount.
Mike: For my inconvenience.
Christy: That is not something that we do. If you want to cancel the danze item you can give us a call to cancel and we can credit that back
Mike: There are atleast 10 other websites I could have ordered from, I can past links, even with prices a bit lower.
Mike: What can you do for me?
Mike: Why should I continue to do business with eFaucets.com?
Christy: I looked up the previous chat with me and I did advise you the aqua brass and progress items would be about 2 weeks to receive. The only item was the danze item that was in stock at the time and must have been allocated to another order
Christy: We cannot give any additional discounts
Mike: That was 3 weeks ago
Mike: I should have them now.
Christy: again BACK ODER DATES CAN CHANGE AT ANY TIME.
Christy: nothing is guaranteed
Christy: if you want to cancel the danze item you need to call in
Mike: I will be leaving reviews all over the web for the next 2 hours while is sit here and play on Facebook. I will make sure everyone knows what great customer service and quality control guarantees you have. I will be blogging a copy of this email with your " nothing is guaranteed attitude "
Mike: Thank you for all your concern and help.