Efaucets.com — customer service and return policy
Within minutes of placing my order for kitchen and bath faucets using efaucets.com, I called the company back to let them know that I selected the wrong shipping type by mistake. Right away, I realized I selected wrong bath sink faucets and wanted to select the correct ones. I am in the middle of new construction and I needed a series of faucets that were not available through local supply companies.
When I was placing order, great service. When I needed help, they were quick to simply quote "on-line policies" over and over, with no regard to helpfulness - even though I was willing to pay for the corrections. I didn't want anything for free. And, even though all items were displayed as in-stock on the website when ordering, most were not even available. Some are now taking up to 4 weeks for delivery! I was surprised that they could initiate the electronic transfer of funds from my bank, if the items were not even available. A week later I finally received my order.
Even though I received emails stating the order (minus 5 specific items) had been shipped, I did not receive anything I needed on-time for our plumber. When I finally reached someone in customer service (Becky, and the manager, Savanna), they offered no explanation, shunned me for being naive, and basically laughed with every word I spoke. A little empathy would have been nice at that point. We are building this house on a tight budget and are in the middle of finalizing our home loan. Pulling $3500 out of my personal bank account twice to pay for the faucets caused a great hardship for me. Efaucets.com has horrible service and they need to revise their policies to "help" the customer. Two plumbing supply houses here in my area heard of efaucets.com, and said they heard they are the ultimate rip-off to unsuspecting consumers.
I was willing to eat my mistake but efaucets just continued to dig in the knife over and over again. I have filed complaints with the BBB in Wisconsin, and the federal trade commission. Interestingly, there were other complaints against efaucets.com at the BBB in Wisconsin where efaucets is located.
Buyer beware when it comes to this company. And to add insult to injury, when I reordered with a local company, the local companies prices were far better than efaucets. For example, the local company provided the roman tub faucet for $50 less than efaucets. That was painful.
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