I ordered a sink from this company based on their low shipping costs and quick turnaround as advertised on the website. After receiving a confirmation that my order had been submitted, I heard nothing from the company. Two days later, a Friday, I called customer service to inquire and was told that my sink was on backorder for at least 4 weeks and more likely 6 weeks.
My project timeline would not allow for this lead time so I decided to look for a local store that had one in stock. After searching for a day and a half, I convinced a store to sell me their floor model so that I could install it. The next day, I called efaucets to cancel my order. I explained my situation, and was put on hold while the customer service agent called the manufacturer.
After being on hold for 15 minutes, she finally came back on the line to inform me that my item had shipped from the manufacturer to their warehouse that morning and per their policy, would be unable to be cancelled, but that I could return it as soon as I got the shipment. I asked her if she could turn the shipment around at their warehouse and avoid the shipping charges to and from my residence. She said that it was impossible and that I would have to not only accept the charges to return the unit, but also reimburse the company for the shipping to me.
Throughout the next three days I spent at least 8 hours on the phone trying to get to a supervisor to express my concerns over the absence of any options for me the consumer. I was told that she was at lunch the first time I called and that I should email her through the complaints email address that was given to me. I hung up, wrote a lengthy email, and sent it. Five minutes later, it bounced back as undeliverable.
I called again, spoke to another customer service agent, was given a different email as the previous was a mistake. I sent the same email off to the new address and nothing happened. (Until two days later when I got a return email stating the the email address could not accept emails.) Luckily, I had called them back on the same day that I had sent the email and asked for the supervisor again. I was told that her desk was vacant and that they weren't sure she was coming back. I asked for her voicemail and was transferred over. I explained my situation and asked for a prompt return call to my cell phone. To this day, I have not heard from the supervisor and it has been over a week.
At this point, being extrememyl frustrated with the unwillingness of the customer service department to even address my issue, I called my credit card company to see what my recourse options were. They told me that I would have to wait 30 days for an outcome before disputing the charge. At this point I decided to do some research about the policies of efaucets, and also found a lengthy list of complaints from consumers in my same situation. If only I had found that before placing my order.
In looking at the policy, I saw that the only reason that I was being refused cancellation was because the item had shipped from the manufacturer. I called efaucets to clarify the ship date from the manufacturer and they gave me the same story that it had shipped just hours before I called to cancel. I then asked for a copy of the shipping information if being carried by UPS or a carrier of that sort, or a bill of lading if being shipped freight. I was told that it would be impossible to get that information because it wasn't specific to my order.
At this point I have no sink, no shipping information from their warehouse, no proof that the item has actually shipped from the manufacturer, etc. The backorder information that was given to me may have been a mistake, but that is an issue between the manufacturer and this company, not my issue. Please do not order from this company.
They have been completely unwilling to help resolve any portion of this issue and refused to allow me to speak to a supervisor. Now I will have to pay a 15% restocking fee and return shipping at least on an item I tried to cancel while on backorder. Not a company that I will return to as a customer in the future.
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