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efaucets.com Complaint - Terrible Response to Error - Customer Service
efaucets.com Complaint

efaucets.com Complaint


Terrible Response to Error - Customer Service

I tried to place an order online late at night and was told it couldnt go through because of a credit card problem. I called the next day and spoke with a representative. She went through everything with me even correcting items I was trying to order which were no longer available or numbers had been changed. I was told they would call by 3:00pm if there were any questions otherwise I would get an email confirmation that day. I received neither by 11:00 pm so I emailed and requested an update. I just received an automated response that it was being worked on.

I was traveling the next day and called in the evening asking if the order had gone through. I was told NO it had not processed. I said I wanted to get the order through as we were in a time crunch. This gal spent time re-entering things and told me it was all set to go. I actually wondered what was taking so long as everyone kept saying the credit cards were the hold up. ( I was using a card with a different billing address than where the items were to be shipped.)

She gave me a slightly different total than the first representative which I believed was due to the differences in the way they applied coupons or which coupons were valid on this particular day.

The next morning when I finally had computer access again I received emails within a short time of each other confirming TWO orders. One was dated from the conversation 2 days prior and the other was from the gal I had spoken with the night before who told me the first order had not gone through because of the credit card.

I immediately called them to tell them there was a problem. The orders were both still there at their warehouse and they refused to cancel/stop the wrong order. They would not admit to any error on their part saying I placed two orders. The supervisor was even less cooperative than the regular representative. I later realized that the representative from the 2nd phone call was accessing the order I had TRIED to place online the very first night. I had no idea it had been left in a 'shopping cart' and that this is what she was looking at. I thought she was looking at the corrected order the first representative had gone over with me telling me which products were not going to work with what I already had because model numbers had changed or things had been discontinued. The supervisor insisted that I purposely placed 2 orders because the items in each order did not match. She would not listen to me as I explained that when I inquired as to whether the first order was placed I was told NO. She said it was a completely different department and of course the girl wouldnt have known. I thoroughly explained everything about trying to place the order to the second gal and she never once said "I need to connect you to another department to find that out"

I refused delivery on the wrong items (which all came at the same time as the right items.) Efaucets refunded the merchandise amounts but charged me for the return shipping and restocking. Funny how I got free shipping on everything to begin with and ended up having to pay over $400 to return their products which they sent in error.
This occurred at the end of May and it took forever for my credit card company to even get a hold of efaucets because if you call, after placing an order, with a problem they put you on hold for 30-60 minuntes.
My credit card company got no where with this issue either.
The first gal that helped me find the correct items was so helpful that I cannot believe this is the way the whole thing turned out.

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