"Quite possibly the worst online experience I have ever had. We ordered expensive hardware (knobs and pulls) for our kitchen remodel. I was impressed by their low pricing so I was willing to wait the 3-plus weeks it took for the order to arrive. But of the 33 items, 1 was damaged and more than half of the remaining order was incorrect. At the suggestion of their customer service department, I filled out an online form and was promised expedited service for the "re-order". Over 2 weeks passed before the second shipment arrived (via UPS Ground) and this time, all but ONE item was wrong. I just got off the phone with their customer service department. They are extremely busy and someone will have to call me back. I can guarantee you that their phone lines are jammed with customer complaints. Lesson to be learned: There is ALWAYS a price to pay for "good prices". In this case, that price was lousy customer service and my sanity. "
"This site have the best prices I could find online for the items I want. Based on negative reviews I made it a point to follow-up on my order status with the original sales person and customer service, even went as far as getting a P.O. # for the manufacturer they are getting my items from. Finally after a week I got the UPS tracking numbers and should be receiving some packages today and more next week. Bottom line, give yourself at least two weeks lead time and plan to follow up a few times because they are not quick to process order the same day they charge your credit card. Crossing my fingers that items arrives as ordered."
"The worst experience, by far, I've ever had with an online merchant. After 8 emails and 7 phone calls, I finally cancelled the order. Their support was rude and always asks to call you back with a new excuse - high call volume, computer is down. Magically, the computer was suddenly available when I insisted that I could not wait another 24 hours for my call to be returned. I placed a new order with two seperate vendors and both managed to ship my orders the same day with absolutely no issue. A complete nightmare, I highly discourage anyone from shopping with them."
"This company does not send you your order, but keeps making excuses as to why you have not received it. It was either broken when they received it, or it's on its way - but you never get it. A lot of hassle and a lot of poor customer service! Buy from some where else!"
"I ordered a Dale Tiffany fireplace screen form them on teh date noted. I received it around March 20th and opened it right away. The product had some cracked panes of glass so I called them immediatley to let them know and was told to fill out on online form. Abotu a week later, someone finally got back to me and made me feel as if I had broken it. It's been many months now and still no word from them. All I wanted was an exchange for a non broekn screen. I kept getting the run around and now they don't return my calls or emails. I have every email sent and received to and from them if anyone is interested. terrible customer service. I don't know how they are still in business."
"Just wanted to provide feedback about ordering and receiving our product from Homeannex. From start to finish we had our product in 5 days. The experience was perfect.We will use Homeannex again."
"Homeannex.com was very good at responding to my questions and verifying information/shipping details when I asked about my steam shower generator. It arrived 7 days after my phone order factory sealed from Thermasol. There are lots of warnings about this site but I tried to contact "business professional sites" twice about their 125% price match policy because homeannex.com was 20% less - and they were SOOOO POLITE but - never returned my calls. So much for their professional claims. I would work with homeannex again and like I did this time - keep verifying the information in writing. Any online company can write you off - I would try these guys again."
"I only wish I found this website prior to purchasing from Home Annex. Each negative comment by other reviewers is completely accurate. I spent over $2,200 with this company in the building of a new home, and had intended to spend quite a bit more. It is now five months later and I am still awaiting a credit to my account for 2 items which were returned due to inaccurate finish on one and poor finish on another. These items were furnished with an RGA # prior to return. Each "customer service representative" (a misnomer) has been deliberately obtuse in resolving this problem. Their standard response is, "I don't know" to most any question posed.
Additionally, the returns were subject to a 25% restocking fee which in this case was $60. I requested a waiver of this based on the fact I had spent $2,200 and intended to spend at least that again. This request was denied. It is nothing short of amazing that a company would impose a $60 fee and lose $2,200 in future business. This incredible short-sightedness has me wondering how they even stay in business.
CAVEAT EMPTOR!
"
"Bought a Rohl faucett from them over a year ago and it would not rotate, I called Rohl and they said to buy a replacment and return the bad one and upon inspection a credit would be issued. So I bought the replacment from homeannex they gave me an rga number to send derectly to Rohl. That was in Jan.08. I called Rohl today 5/19/08 and they received the credit on Feb 8th and im having a hard time getting my credit. I see the postings are all simular they dont want to give the credit back to the customer. Not happy with them at all."
"Home Annex had the best total price on the faucet and soap dispener I bought. The items shipped almost immediately and arrived in 2 days. I am very satisfied with HomeAnnex and would recommend them highly."
"This store has a great selection,good prices, and easy-to-use site. My order arrived within a few days and in good condition. However, the handling charge placed on every order negates their claim of free shipping."
"LOST MONEY: I would NEVER again purchase from Homeannex.
Over three months to get a refund – lost money on interest.
Customer service from Homeannex has been horrible. I ordered over $2000 worth of faucets and accessories from them. A few of the boxes arrived with the seals broken and the contents scratched ($450 worth). I reported this to Homeannex via their RGA process within 24 hours. It then took over 3 weeks for Homeannex to issue return authorizations and shipping labels. So far, a month gone by.
After receiving the shipping labels, I returned the merchandise to Homeannex within a couple of days. It was confirmed by UPS tracking to have been received by Homeannex within 4 business days of my receipt of the shipping labels. It then took TWO MONTHS, and MANY, MANY PHONE CALLS before I finally received credit on my credit card for the returned merchandise. Homeannex repeatedly promised the credit to my card within 3-5 days and repeatedly failed to honor this commitment.
Bottom line: OVER THREE MONTHS from purchase to refund for damaged merchandise. I would NEVER again purchase from Homeannex.
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"During a project of building a new house I've purchased many different types of items on HomeAnnex.com. From door handles to sinks to light fixtures, to faucets. Most of the time they have been delivered promptly and efficiently. If they failed to arrive within a few days I contacted HomeAnnex and was given information as to why they hadn't arrived - generally because they were on backorder. I have found the customer service personnel generally very helpful. In a recent instance I had purchased a significant number of Baldwin door handles. Our project time line meant that the handles weren't needed immediately and were stored at the house that was being built. Unfortunately when the box was finally opened I found that the finish on the handles was the wrong finish. I had made a mistake when ordering months earlier. Contacting customer service and explaining the scenario I was approved to return the handles well after their normal return policy. I did have to prove (ie order the new handles) that I was wanting to exchange the handles for a different finish and not just return them."
"My husband and I went to a local factory to purchase a pot filler. The prices were a bit intimidating, so we decided to search on-line. Not only was HomeAnnex the best price, we ordered the product on New Years day, it arrived 2 days later- It was fantastic!! It saved us alot of time since we are re-doing our kitchen. The quality is great- better then we expected for the price. Overall, our experience was fantastic! Thanks!"
"I am building a house & ordered my lighting & some plumbing from home annex on 4 different orders. The prices were best overall, but follow up was necessary to:
1.) receive my credit after returning a faucet; 2.) track delivery on an order from the mfg;
3.) cancel & re-order when after 3 wks was notified of a 4 month lead time on lighting;
4.) wait an average of 2 weeks for delivery.
In general, the 25% restocking fee is crazy! The savings I obtained from the other items was consumed by the restocking fee.
The $7.95 processing fee/order is out of line.
This is no doubt where they make up the difference on being lowest cost.
My advice: if you want to save $$ using this web site - read the descriptions carefully so you don't have to return an item; Be SURE you follow up on any credits after a return; keep all documentation for tracking each order.
Otherwise, I did receive all merchanise in great shape, directly from the mfg.
I would probably NOT use this company again, unless I'm willing to spend time on the follow up & waiting for items.
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