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efaucets Complaint - Horrible customer service - customer service
efaucets Complaint

efaucets Complaint

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Horrible customer service - customer service


I called your Customer Service Department on three separate occasions today (Jan 12, 2010) in an effort to resolve a problem with a product delivered to my home. The product is a Kohler Bathtub, Item # K-716-47 and it was ordered on November 13, 2009 along with other Kohler bathroom fixtures. The total order was $2641.18. The products were to be used for a bathroom renovation in my home. The contents of the order were delivered at various times however; the bathtub was delivered on December 1, 2009, according to your records. The bathtub arrived on a wooden pallet and was strapped to the pallet with steel bands. The tub was shipped in an upside down configuration. In other words, the bottom of the tub was on top (completely exposed) and the top of the tub was resting on the pallet. The tub was placed in my garage by the freight carrier. I immediately inspected the shipment, including the tub. I used a large high beam flashlight to survey the interior and the exterior of the tub and found no defects. I also took inventory of the remaining order and determined that we had received everything that was ordered from efaucets . The shipment was complete. There were no apparent defects in the bathtub.

The Issue: I am 60 years old and by myself, could not “flip” the tub over to check the portion of the tub that was resting on the pallet and not exposed during the inspection. The delivery driver did not offer to help turn the bathtub over (probably for insurance reasons). I had to make a decision and decided to accept the bathtub and all of the other items in the shipment. This tub weighs over three hundred pounds. It is cast iron. I could not move it by myself!!

On Monday January 11, 2001 a contractor we hired to perform the bathroom renovation, began their work. On Tuesday, January 12th, the contractor was ready to install the new bathtub. It took three people to upright the tub when preparing for the installation. As soon as they had the tub on its side everyone, including me, learned the tub was defective. When the tub was flipped on its side the contractor and I noticed two cracks on the top of the tub in the area where it was resting on the pallet. The work was stopped immediately. At this point I began to call your Company to see if this situation could be remedied. One of your representatives said the 30 days was up to file a claim and told me to call Kohler because this was a warranty issue. Kohler offered to send a person (at my expense) to repair the tub and I told them I was not going to have a brand new tub repaired. They told me to contact you again and to tell you this is not a warranty issue. Your Company continued to tell me the 30 day time period was up and it was not efaucets’ problem anymore. They also mentioned the “Warehouse” told them there was nothing they could do!! What does the warehouse have to do with this???

The Result: I now own a $440.50 bathtub that is totally unusable. This is a shame. I liked your service and your prices. I trusted your business to deliver. I know you are insured and bonded and my problem would probably not represent a loss to your company.

I expect you to remedy this situation! If we are not able to mutually agree to a remedy than I will immediately pursue the following:

· I will notify and file a written complaint with the Wisconsin Attorney General’s Office.

· I will notify the Wisconsin Better Business Bureau and any consumer advocate group that I can find in the state. I am sure you have several.

· I will never buy another product from your Company again. It’s a shame. I have three bathrooms in my house and I intend to renovate all three (one is in progress) in the coming year.

· I will use the internet to spread the word concerning my experience with efaucets.

I just can’t believe that in the interest of good customer relations you would stick me with a defective bathtub. I have no recourse. I find this to be truly unbelievable. Needless to say my wife is also terribly disappointed. END OF LETTER TO EFAUCETS


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