"I was drawn to the site because of its product offerings, but was discouraged by its customer service. Communication was poor, jumbled, and often inaccurate - those in charge of customer service training need to do a better job of getting new employees up-to-speed (I was told the person I was dealing with was a new employee).
Items received was scuffed and damaged, despite the listing noting the item was in "excellent condition." Sent the item back to be replaced, and did not receive any communication regarding the replacement until I requested an update. Was told the replacement item shipped, only to find out it never did. When I finally received the product, it was still scratched - though less so than the one I replaced.
Update: Though the items in question were Open Box, the listing did state they were in Excellent Condition. Scratches (which were not small) do not equate to excellence. The return was not initially accepted at the company's own cost - I had to ask that EC cover the cost of returning the defective item and then re-sending the new item. "
"I heard nothing from Energy Conscious for 5 days after I made the order (Thursday before Labor Day). Not a peep.
I had to contact them the following week (Tuesday) with an inquiry re: the shipping information.
The product is limited (electric lawn mower battery) and it is not like I can get it at local retail outlets so time is crucial (no battery, no lawn mowed)!
Perhaps you might want to send shipping info out when the item is shipped but in any event the customer should be notified of expected delivery time as soon as you know it. You even could give an estimate after the order is originally processed.
Once I notified EC, I got a return email in 12 hours so the query was "sort of" answered, just a tad later than I expected.
Anthony C. Colao
Easthampton, MA 01027
"
"The unit came as ordered and works fine."
"Ordering from Energy Conscious was easy. The shipment was delayed which was the only downside to the order. The pricing was great. It was just delivered today by FedEx and once it shipped out, the shipping was quick. I would order from them again."
"...that's all that mattered."
"I ordered the water heater exhaust vent kit on 8/3/16, it wasn't mentioned they didn't have it in stock, and it wasn't shipped until 8/18/16. That added an additional 15 days when I need a CO to move in."
"BE aware! This reseller wants to charge you a re-stocking fee on items against their own return policy. I bought two ecobee3's from them, installed them in my home, found out unfortunately they were incompatible and am not requesting a return. They have informed me that they will be charging a 20% restocking fee. When I protested over the phone with the owner of this store, he upped it to 25%. Here is their pasted return policy. Here is their policy:
For most of our products, a restocking fee is not charged within the 30 days limit. However, products such as vitreous china, toilet and bath products, tankless water heaters, other major appliances and their accessories, there is a restocking fee of 20% when returns are not due to a mistake on our part. For alternative energy products such as solar and wind and their accessories, the restocking fee is 30%. Please make sure of the product you order before placing the order. Shipping and restocking fees on these products can be costly.
As you can see it clearly does not cover anything close to a thermostat. "
"When we converted out garage to a work space 8 years ago, we bought a unit like they use in hotel rooms. It has worked great until last month. We replace it with this unit - a much better and quieter unit, and more energy efficient. Seller was quick and delivered on time. And we were able to get it on sale."
"The product arrived prompt but was described as made from a "fire retardant material" but it was a corrugated cardboard box sprayed with a fire retardant. Perfect habitat for roaches in an attic and now I have asked for a return authorization per the website instruction and have not received a response. "
"Ordered on the a Wednesday paid for two day shipping hoping to have part for customer by weekend (thermostat for hot water heater) I checked status of order on Thursday it was not shipped so I emailed and asked to change to 3 day shipping figuring it would not make it in two days by that point. I did not get a response. Checked status on Friday product was shipped out Friday AM. I received part on Monday. Paid for two day shipping and did not receive for 5 days. Perhaps poor planning on my part ordering 3 days prior to weekend. Energy Conscious reimbursed us the difference between the two day and three day shipping. It was a bit of a hassle but Energy Conscious was determined to make things right. "
"Good price. Timely delivery."
"this screen is exactly what we need to keep the cottonwood from clogging our new efficient A/C unit. Very happy with the purchase!"
"Thank you! The unit works perfectly and does a lovely job."
"I was looking for an unusual bulb for a bathroom light/fan combination. They had it for a great price and it arrived when promised. Absolutely will use them again."
"I ordered a toilet. We waited a couple weeks for the delivery. Passed from FedEx to another carrier. Companies said they called our number to schedule delivery which never happened until Energy Conscious contacted us via Facebook. Finally, the toilet arrived and voila it is broken. I reported it to the company and there is still no resolution. I was told they would get back to me on:
Dear Customer,
We're sincerely sorry that you received your order in bad condition. We have submitted your complaint to our supplier and the shipping carrier. We are working to have this matter properly dealt with. We will remain on top of this matter. We should have more information by close of business today 8/5/2016.
We apologize for any inconvenience this has caused. We appreciate your patience.
Best regards,
Thank You,
Customer Support Dept.
Energy Conscious
We are Energy Conscious, Are you?™
www.energyconscious.com
Wash DC Area: ***-***-****
Toll-Free: 1-***-***-****
Needless to say I have had no response and received no working toilet as of yet.
I'm adding to my review they have shipped another toilet and I am hoping this one arrives in a timely manner and isn't broken. I will post again once I get the replacement toilet. Energy Conscious is trying to make right on the situation.
Dear Customer,
We are hard working to fix your order issues in a timely manner. Unfortunately, YRC claims that they were unable to reach you at the telephone number you provided with your order. This lapse in communication caused your toilet to be unloaded and then reloaded on to different trucks. We suspect this is when the toilet was damaged. On 8/5/2016 we submitted a complaint on your behalf with YRC Shipping & Freight Company and we're assured by YRC that they would follow-up. Today, however, we were informed that they will now require an additional 4 weeks to make a decision and/or accept fault. We believe as our customer, you should NOT have to wait for the shipping company to accept responsibility for damaging your order. We are committing to send you a brand new toilet which will ship tomorrow 8/9/2016.
We would like to apologize for the unfavorable service YRC has provided. We have used YRC, which happens to be the second largest carrier in the country, in the past and felt comfortable enough that they would perfectly service your order.
At the same time, we have received the negative 1 star review you completed about us on Reseller Ratings. While we understand your frustration, we do not believe any of our actions were directly related to the root of your problems. In fact, we are doing everything possible on our end to make-up for YRC's mistakes in delivery of your order. We would like to encourage you to reconsider posting this review, based our comments above. According to the rules at Reseller Ratings you have 24 hours left to take the review out, otherwise it becomes permanent. We are asking you to take it out and wait until we sort out your issue. You can always write another review in a week or two once this issue is resolved. At our end we assure you that our number one goal is to satisfy you as our customer and that what happened is in no way reflective of us as a company.
Please feel free to contact me should you have any further questions or concerns in regards to this order. We will submit tracking information to you once confirmed. In the meantime, I trust that you will be kind enough to remove your negative review.
https://www.resellerratings.com/store/EnergyConscious/review/16633477#comment16633477
We appreciate your business.
Just as I updated my review I received an email from them that the second toilet shipped. So I'm pleased that a new one was sent out and here is their email. I am hoping that this one arrives in good condition.
Dear Customer,
We've sent your order with expedited shipping. Delivery is set for Monday 8/15/2016. We've payed for additional padding to assure your toilet arrives unharmed.
According to the rules at Reseller Ratings you now have less than 12 hours left to take the review out, otherwise it becomes permanent. Since we've shipped a new toilet, we are asking you to take that review down and wait until delivery of your toilet. You can always write another review in a week or two once this issue is resolved.
https://www.resellerratings.com/store/EnergyConscious/review/16633477#comment16633477
We appreciate you business.
Best regards,
"