"Tony

Thanks for the quick response and the great service. I will recommend you guys to everyone I know. I would recommend to your IT guys though to try and find a way to automate your tracking numbers onto the web quicker. When I called to check what the tracking number was the FEDEX guy was delivering the product.

Thanks again

John M - Lakeville, Minnesota"

"HomeCenter sent my order for soap dishes by UPS to my home with a signature required for delivery. UPS delivers during the day while I am working and just made its third delivery attempt yesterday, so I'm assuming that my package will now be returned to HomeCenter. I had left the UPS notice, plus the printed tracking page, signed and taped to my front door, but UPS wrote a note on it that they can no longer accept signed delivery notices. This would only be frustrating and annoying if it were not for other significantly poor customer service I have received from HomeCenter. The reason I ordered the replacement soap dishes (more than a month ago, by the way, so deliveries take more than four weeks)was that the website said that reorders would lower restocking fees on returns. I had ordered the wrong item to fit in my shower, and so even though it had taken more than a month for the wrong item to be delivered, I reordered the right item from HomeCenter thinking that it would reduce or eliminate restocking fees on the return. At no time during the order process on the website was information give (or disclosed on the website) that Hansgrohe items were not returnable. After many emails exchanged with HomeCenter customer service rep, Arturo Bravo, HomeCenter's position was that they would accept my return, but despite my reorder (and Arturo did not ever answer my repeated polite questions about where on the site customers are warned that Hansgrohe items are not returnable), the restocking fee would be 40% of my order. If that alone were not ridiculous, Arturo has not responded to three separate emails over the past month asking for an RMA or other return information. I am frustrated and now I have no confidence that my order, for which I have now paid, will either be redelivered or I will be credited. I certainly would not have written this in a review if I had received any help from customer service at all, but at this point I would just like to warn others."

"This site sucks. I placed the order, than replied to the email to cancel, and they ignored it. Then they shipped it, and now I have to go throught hte headache of sending it back for a credit that may take up to min 30 days, for a partial refund. If you read their policies about returns, there is a restock charge even if they ship it wrong. If it comes damaged, they charge you twice then you have to wait for the credit to come, minus the shipping. They are all about the money and not about the consumer. I don't, and will not reccomend this site ever and will post it on FACEBOOK to never use. "

"Anybody thinking about ordering from this company should think twice. I placed an order on July 7, 2010 for an item that was shown to be in stock. I received a email from a Shelbee Dickens, Customer Service on 7/8/2010 stating the item was not in stock and would not be available until later in the month; she also stated it was scheduled to ship on 7/22/2010; the website also noted the ship date. It is August 4 and we have still not received the item. Numerous emails to Shelbee have not been responded to and I am placed in a music loop when I call customer service. Are they crooks? Who knows but I could never recommend them to anyone. I will be calling AMEX tomorrow morning to contest their charge since I am unable to cancel this order as no one will respond."

"I ordered some sprinkler parts from the company in April. They shipped the wrong items to me. I dutifully followed their return protocol, returning the items in early May. As of early August, I still cannot get a refund from them.

I have spoken with customer service on numerous occasions. They provide only token apologies, but no action. They provide no path for issue escalation. Their voicemail system is not personalized, so you do not know whether you have left a message for the correct person or merely in some random dump box.

In addition, to save themselves money, they do not have a toll-free number, you must pay for the phone call to get your money back.


They do not answer their phones, avoid responding, and give only vague platitudes if I actually reach someone.
NEVER DO BUSINESS WITH THEM. THEY ARE CROOKS."

"My experience has been nothing but complete nightmare. I ordered an item that appeared to be in stock just to receive an e-mail that is would not ship for 8 weeks. I canceled the order as I needed the item sooner. I got zero response from my e-mails, but by checking my account online they had marked the order as "canceled by us."

So - I purchased the same item for $30 less elsewhere (also back-ordered, but they had that info. listed on the purchase page.) A month and a half later, I get an e-mail that my item is prepared to ship from homecenter. After countless e-mails (I refuse to pay a toll call to speak to them - how can they NOT have an 800 number,) I am still waiting to hear that my order is cancelled. This has truly been the worst online shopping experience of my life and I do a lot of online shopping. At least I know I am not alone. How can these folks be in business? They really do bait and switch with their discounts and "free shipping." The shipping is only free if you are willing to wait months...pay $30 and you will probably only have to wait weeks. AWFUL RETAILER!!

I am revising my review on August 18, 2010. I'm not sure what part of ignoring my multiple e-mails and automated form requests is communicating with me the whole way as Brian said in his response.

I had decided not to give this retailer any more of my time, but feel the need to "share." Within hours of me posting this bad review in July, they finally cancelled my order after MANY requests. No coincidence. A few days later, resellerratings.com notified me to tell me that homecenter had contacted them saying my order did not exist in their system and my review should be removed. The only reason the refunded my money (minus $5 - of course my e-mail asking WHY were ignored) was so they could yank my review from this site. I was able to provide all of the documentation needed and resellerreviews.com kept my review in tact. The reviews here speak for themselves and this is just another example of their shady practices."

"Two orders gone wrong - never again

Bad service and endless frustration - held up my entire kitchen project for a month

Order #1 - ordered a sink with offset bowls and received a sink with equal bowls. Checked the manufacturer website and product number was for a kitchen sink with equal bowls but Home Center website allowed me to choose options (offset bowls). Now I'm stuck with a $1K sink that wasn't what I wanted.

Order #2 - ordered a sink and a faucet (before verifying the first order was correct unfortunately). Two weeks later got an e-mail with shipping info for both items (on announced ship date) but only the faucet arrived. That was where the troubles began. I tried to call but was unable to get thru (left a message which was returned 2 days later). Was told my sink would arrive in a few days. Nothing happened. A couple of weeks later and lots of e-mails later I was told again that the sink would be shipping soon. 6 weeks after the order was placed a fraud claim was filed with the credit card and finally the sink was shipped from the manufacturer.

I will never use them again "

"BEWARE OF THIS COMPANY AND NEVER ORDER ANYTHING FROM THEM!!!!!!. I placed my order on 5/21 with them because their website stated that they had some hard to find parts. I received a prompt email stating that some items were not currently available and had been ordered. They gave me a ship date of 6/7/10. However, 5 weeks later I still had not received my parts and I had not received any additional information from them. I contacted them by email and promptly received an updated ship date of 7/20/10. I still have not received my parts or an updated ship date. This company seems to only exist to immediately collect their payment and never ship what you have paid for. I will let my credit card company deal with them now."

"Absolutely incredibly fast service and delivery. I received the order on July 10 from an very late July 7 order."

"(Review Updated 7/19/2010) The prices are great, and the web site makes it all too easy to place an order. The problem is that you won't find out about availability issues until after placing the order. If that happens, (as it did to me), you will likely experience very poor customer service.

Although I was emailed right away that two of the items would be delayed by two to three months, the EMail also said that 'In order to expedite your order, we will be buying the item... from an alternative warehouse... Therefore, we will need to pass on a portion of the increased item cost to you.' There was also a 'drop ship' fee chart, that seems to be in addition to the forementioned 'increased item cost'. What would you conclude? It looked to me like I was about to be charged extra, and it wasn't clear to me how much I would pay if I received the item in 6 weeks instead of the originally estimated 8.

So I responded via Email that same morning 7/7, indicating that 2 to 3 months was too long, and that I needed clarification regarding the charges related to expediting shipment, before I could authorize that. I started calling too, but I never succeeded in getting through to a person (3 tries/50 minutes of total hold time). The two Vmail messages that I finally left to unidentified boxes went unanswered. I sent two more EMails, but still no response. Now it's three business days and no response, so I tried google to see if I could find any Homecenter contact numbers. Instead I grew concerned when I found an alarming number of complaints to the New York BBB. If I hadn't seen that I probably would have been more patient and trustful, but now I became worried.

Eventually I discovered info on how to request a cancellation - look under 'Policies' on the website. Sending the cancellation Email triggered timely responses. Ultimately I was able to convince HomeCenter that I didn't want them to look anymore, that I just wanted to remove the backordered items from my order. I don't think I was charged any fees for this, but I will need to wait for the credit to complete before I know for sure.

I want to note that the backordered status of these items (faucet and drain) was due to issues at Kohler, not HomeCenter.

My overall conclusions:

1) The Web site make it easy to place an order, but it's not always possible to determine availability without attempting to phone and ask BEFORE placing the order.

2) If you order items that are readily available from HomeCenter's suppliers, they will likely arrive safely and swiftly. (Mine did). If that's your case, then you will have no complaints.

3) Any backordered or out of stock items will crate a problem. You won't be able to reach anyone by phone, and Email responses aren't always forthcoming. This leaves you in limbo, as you can't track down the item via other vendors until after HomeCenter accepts and confirms a cancellation request.

Below par customer service was the dealbreaker for me. This caused me to lose trust with HomeCenter. I would have been happy with an Email that said.. 'Hey we're really busy right now, but we can get back to you by EOD Friday.' That didn't happen for me. Orders with backordered items should get more attention, as customers need to make decisions quickly to meet their schedule. Sending out the Email message that alludes to open ended additional charges is not a good way to comfort cost conscious customers like me.

I will relax after I see the appropriate credit entry on my Visa account. "

"Beware before ordering from this company. I wish I had done more research of the reviews. Unless you do not care about extremely long delays and rude customer service reps, find somewhere else to shop. I still have not received all of my order and it's over 2 months. I've had to pay extra to some things to be delivered (after waiting over a month for the regular delivery I had to pay extra for drop shipping a product to me after my project sat delayed for 2 weeks waiting.)

Extremely disastified."

"Order was easy to make, site had extended line of product not found at other sites. Processing of order took longer than anticipated. Time was reasonable but not satisfactory. Updates to orders were nice but took several days and information was outdated by the time I got it. Shipping notice was 6 days late (E-mailed the day it was delivered); basically I was E-mailed that the product shipped the same time it arrived at my door step. "

"Ordered merchandise for Homecenter.com on March 23rd. Received the shipment on April 7th and noted that the bathroom vanity cabinet was cracked. Filed a return request with homecenter.com on April 8th. This resulted in them sending a new cabinet and charging me for the new cabinet plus shipping charges (i.e. no concept of "exchange for damaged merchandise"). UPS picked up the damaged merchandise within a week. I was told by Homecenter.com that they would issue me a credit as soon as UPS processed the claim and issued them a credit. I have an e-mail from homecenter.com on April 19th that says that the UPS claim would be closed out that day or April 20th and that I would be issued a credit by Homecenter.com within 7 to 14 business days.

This is when the nightmare starts....it is now July 1st and Homecenter.com is still sitting on my refund. I called UPS directly and got confirmation from UPS that they closed out the claim on April 23rd. As the other reviewers have stated, it is impossible to get anyone on the phone at Homecenter.com to talk to and get a straight answer.

I have filed a claim with my bank but because more than 60 days have passed they may not be able to get the money back. The banks advice to me for future reference was to not allow companies more than 30 days to give me the run around before filing a claim with the bank.

Next stop is to start filing official complaints with the all the consumer protection boards."

"BEWARE! This company is a complete joke. They never returned numerous phone calls. I had to contact Kohler myself to arrange for an exchange of my damaged faucet. Kohler was great. HOMECENTER.COM is a rip off. Took over three months to get my problem resolved. Would never order from them again. BEWARE!"

"I ordered a Kohler sink from Home Center by phone because the online order didn't work. I ordered the sink on March 9, 2010 and was told it would take 2 weeks for delivery. At the end of 2 weeks I called and was told it would take an additional week. The sink finally arrived 9 weeks and 2 days later, on May 13,2010. Today is June 22, 2010 and I received an email that the sink was in the process of being shipped. And I was told in the email that I could write a review of how fast their new shipping time and their proactive approach to updates were. Well, you be the judge. I will not be using their services again. Marion Sherwood, Endeavor, PA"