Govacuum.com review: False Advertising / Return Policy / Horrible Customer Service

Delivery Speed: OK. (5 out of 10)
Order Accuracy: I got the right item, but not in the condition expected.
Customer Service: Beyond horrible.
Overall Satisfaction: Very Dissatisfied.

Problem: I wanted to return my purchase per the 60 day in-home trial advertised throughout the site (and shown on the item's description page as well) and customer service refused.

Testimonial: I purchased a Miele Professional Rotary Iron through GoVacuum.com in 6/2012 and received the item shipped on a wooden crate (it was shipped Freight). I was ok until I noticed the bottomless cardboard box strapped over the top of the machine. There was no plastic or protective material around the machine other than two pieces of styrofoam on each end. The majority of the machine was exposed. As a result of the packaging, the item arrived covered in dust/dirt and a black scuff was visible on the machine. Not to mention, the outer cardboard box had a gigantic tear in it. I'm surprised the machine was even functional. Mind you, this was a machine which I paid $1, 999.00 for. I did manage to turn it on and instantly did not like the way it performed. As with a lot of products, the advertisements make them out to be easier and more efficient than they sometimes are. At this point I was pretty dissappointed as you could imagine.

Dissatisfied with my purchase, I contacted GoVacuum to return the item only to be informed by two customer service reps that it was considered a "commercial item" and they do not issue returns on commercial items. Being the wary customer that I was about this unfamiliar company, before purchasing from GoVacuum.com I scoured their return policy and item's description page thorougly before forking over the 2 grand. They were quite impressive - a long history in business - great customer service - and quite honestly, the best return policy in comparison to other vendors.

In multiple places throughout the site, they boasted about their in-home 60 day trials on Miele items and 14 day no questions asked returns. Unfortunately, both of which they denied me when I attempted to return MY item, on the basis that the trial "only applied to Miele vacuums" (which was not stated anywhere whatsoever.) A .GIF graphic on the Miele Rotary Iron's page even boasted about the in-home trial. Nowhere did it state in the graphic or in the site's return policy that my item was an exception to the rule. Oh, and that claim that the item is "commercial". Well, the closest thing on the item's page to "commercial" was the word "1 year residential" warranty.

GoVacuum.com recently added to the description page that the item is "Commercial". Good thinking, GoVacuum! *rolls eyes*

There are other things I could list here about how false their site's claims are and how awful their customer service was, but I don't think I have enough characters here. To put it short: After bickering with Justin (the owner?) for days, yes DAYS, and pointing out all of the false claims, he finally agreed to a full refund. Mind you, I made at LEAST a half a dozen phone calls to him and was told he would call me back each time (NONE of the times he did) so this process was NOT simple. Had I done a quick search of the company through Google, the Better Business Bureau's review would have turned up a grade of "F" for multiple false advertisement claims.

In the end, I guess I should be grateful to have my money back, but it should not have resulted to this. The return process was beyond stressful! I wish I would have done more research before using them. Then I would have seen how awful they really are. Next time, I'll go to Bed Bath and Beyond.

I AM just one reviewer, and you MAY have a different experience than I did, but it's up to you to decide if that's a risk you're willing to take. :-/