EFaucets

I found a 3/4" nickel tub spout on there site. It said clearly 3/4" npt. My plumber noticed that the fitting was only 1/2". I called the service number on Saturday and was left hanging for five minutes with the line ringing. I then tried live chat. After taking all the time to type out the whole explanation the chat representative gave me the service number. She said they we open. I gave them the benefit of the doubt and tried again only to be disconnected after going thru the menus. The chat person then said they were at lunch until 2:30 and to call back. Which i did to be told I'd have to call back on monday when they could call the manufacturer. Terrible customer service.

It was very easy to search the web site and see what I needed. The items shipped quickly. My problem with them, however, is that when it comes to returns they should get an "F". One of the items I received was in the wrong finish. Whether it was my mistake when ordering or a glitch, making a return is almost impossible. The phone call to get a return authorization took about 15 minutes. It took 2 days to received the RA via email. They required that it be shipped "EXACTLY" as they shipped to me e.g. UPS, FedEx, etc. They charge a restocking fee even if the return is immediate. They say it can take up to 30 days from receipt of item to credit back the account. They should step into the 1990s and realize that returns are part of the business.

Worst company I have dealt with in a very long time. Fast to charge my credit card for purchase but was extremely difficult to receive a credit and refund (unfortunately, I needed both). I ordered two Kohler toilets in different colors advertised on their website on 8/22/12. It stated that my credit card would not be charged until the items actually shipped. I received a phone call from them several days later saying that one color was no longer available and asking if I would like to order something different. I was out of town at the time. I later called back to say just ship the one toilet that is available and to not substitute anything for the other. But it turned out they had already shipped the one toilet - but charged me for two. I called to inquire why I was charged for something that they were not going to ship. The customer service representative agreed that should not have happened and said a credit would be issued immediately. After a week, no credit had been posted. I called back and a rep reviewed my order and agreed the credit should have already been issued. She said she would bring this matter to her supervisor's attention. Another week went by and still no credit. I called again. The rep reviewed the order and agreed I should have already been issued the credit. She again promised it would be promptly issued. This time it was. So it took three weeks and three phone calls to resolve something that should not have happened in the first place. Mistakes can happen in even the best companies - but I soon discovered my experience was a norm rather than an abberation. When the toilet arrived, the delivery person opened the package for inspection. We immediately saw that a piece had broken off the toilet's top corner. Why might that have happened? It tuned out they actually shipped a fragile porcelain toilet inside only a thick cardboard box - no protective packaging material was inside. Incredible. So we refused to accept delivery, eFaucets did not contest that, and agreed to send a replacement. After the replacement toilet arrived, my plumber said it needed to have a 10" rough-in rather than the 12" rough-in I had ordered. My mistake. We had replaced one toilet last year that had a 12" rough-in, and I just assumed all the toilets in our home when originally built were the same. So that necessitated a return. I got eFaucets authorization to return the toilet and shipped it back. I am not used to packing and shipping such a heavy item, so was eager to hear if it arrived safely. The shipping company notified me delivery was completed on 10/1/12. A long time went by and I never heard anything from eFaucets. So I called. The rep said their warehouse had approved the return on 10/18/12 (18 days to examine a package?) and that a refund would be issued within a few days. A week went by and no credit had been posted to my account. I called again. The rep said my refund had been authorized, it would take an additional 7 to 10 business days to issue it, and that she would bring the matter to her supervisor's attention to see if it could be expedited. Two weeks went by and still no refund. I called again 11/7/12. The rep agreed I should have already received it. She said I should give it another 2 or 3 days. At that I asked to speak to a supervisor. She supposedly talked to a supervisor instead and said my refund would be issued by the end of the day and that I would receive e-mail notification when the credit was actually issued. She said to call back if it was not issued that day. I laughed out loud at that comment. It was not issued that day - but it was early the next morning. So it took 39 days and 3 phone calls for me to receive a refund. Totally unacceptable. The only happy ending to this experience is that I did later find a company - FaucetDirect.com - that was fast, low priced, and totally professional in getting me a new toilet.

I only meant to purchase one faucet. Accidentally after I hit the submit button for online payment I saw that the quantity was set at two. I immediately sent an email letting them know that I had accidentally inputted the wrong quantity number and asked them to please send one and bill me for just one faucet. The next morning I called about the order to make sure they correct order. They told me they could not change my order and that if I wanted to return a faucet I would be out the shipping cost and a 15% restocking fee. I asked to speak with a supervisor and she put me on hold then came back and said she spoke with the supervisor and that they can't work with me in taking off the 15% restocking fee. Later I received an auto reply to my email letting me know that a representative would call me shortly and I never received a call. Everytime I call I am put on hold and do not have the time to wait. Through email they told me that I can cancel one of the faucets since it hasn't shipped for a 15% administration fee or I can exchange the faucet for another item in stock.