"This has been the WORST experience ever!! When we FINALLY received our sink - it had a dent in it - the sales rep Brian O was owful - never called as we had asked in our several emails to him and when we called the service center waited for 15min with no answer!!!"
"Nothing but a great experience so far with this company. I've ordered twice from them including a Kohler valve trim handle that was discontinued in the finish I was looking for. HomeCenter was one of the few places I could find it and their price blew the doors off the competition. When the item is in stock it is shipped right away and when it's not they give you a precise date when it can. Also, I haven't had to return any of the merchandise I received. I would recommend shopping at HomeCenter and will continue to do so myself."
"Worst online experience ever! Absolutely no customer service or support after purchase. In February 2011, I ordered and purchased a Dainolite Pendant light fixture. About 30 days later, a shipment finally arrived, but only contained the lamp shade. Repeated emails to Homecenter.com regarding the completion of my order have been ignored. Website shows status of my order as "completed". 60 days has now past, and looks like I purchased a useless lamp shade. Do not do business with this company."
"I'm surprised by the negative ratings I see here. I've ordered from homecenter.com on four separate occasions (two Kohler faucets and two Hansgrohe shower heads) and had a good experience each time. In one case I needed to make a change to my order and they were very accommodating. I would prefer they had a way to cancel or change the order right on the website but you have to contact them instead. The prices for most items I've looked at were much better than I found elsewhere and they shipped the items I ordered very quickly. I highly recommend."
"BUYER BEWARE !
Great prices, awful customer service.
If you get the right item the first time, you lucked out.
If you get the wrong item, you will die before they issue an RMA. They do not respond to emails promptly, and wait until your frustration level causes you to abandon all hope."
"very very bad . poor to no customer service.
They sent me the wrong part.I just want a straight return, but no response is all I received. I am sending emails to all the credit cards , to which homecenter is using their logos on the web site , Brian O , did not seem to like that !!! I will keep doing so in hopes that the Fraud Squads to each credit cards will at some time demand homecenter to remove this web presentation. so jumpin folks send emails to master card and others cc homecenter also. I received a phone within 15min from Brian O once I started sending emails. I will continue every week."
"I, too, was impressed with the CSR at HomeCenter.com. He was helpful and knowledgeable, I was comfortable, so I placed my order. I received an email confirmation that I would receive my order by 2/25/2011. Well, I did receive an order, but it was not mine. When I called the CSR to inform them of the error, I was told to go to the website and submit a request for an RGA. I was informed that a response to my RGA would be take 24 - 48 hours. I received an email confirming that the package would be picked up and the correct one would be delivered. That did not happened. Instead I received the wrong package again. I called the Customer Services and asked them to please send the item overnight, since it was their error, I was informed that there was nothing they could do because they had no control of the warehouse. If I was HomeCenter.Com, I would have jumped through hoops to make my customer happy. It is now April, they have "completed" my order and I have not received my item. I filed a complaint with my credit card. SHAME ON YOU HOMECENTER.COM"
"I used homecenter when i was renovating my house. I bought everything from kitchen sinks to a hot tub. I didn't know exactly what i wanted so i called them; their csr was very knowledeable about the products and was really nice as well. I also compared their prices online and were always the lowest; the website also was fast and searches turned up many product choices. I received all my items on time. A very good experience; i will be sure to use them again."
"Awful. Didn't answer emails. Shipping and handling charges are ridiculous. Didn't get half my order, even though they charged me for all of it. Awful"
"This place is a joke! DO NOT ORDER FROM!!! Love how Brian O. responds like we are all just the "few". I Would say the 217 complaints the BBB has received about your company would disagree. When they are all similar stories Brian, your system is flawed. This is just one of the few sites that us BURNED customers can give an honest opinion because your company does NOTHING to remedy a situation when it has made a mistake. It also withholds vital information during the ordering process and then brings it up to try and put blame somewhere else. One thing I will give Brian is that when I did get into convo with him via email, he did respond quickly. Even on a Saturday. Too bad most of his responses were excuses. Now, on to my problem that I had with them.
Ordered some outdoor lighting. Gave myself over 3 weeks almost 4 to receive the items. Didn't think it would be a problem since the website boasts same day shipping. There was no mention anywhere on the website of the item coming from a separate manufacturer. No mention of it having to be dropped shipped and that there would be any issue in shipping delays. Placed my order relatively easy and received an email confirmation. Sweet. I was excited. An hour or so later I received an email from Brian O. saying my item was in stock but was requesting two valid phone numbers before shipping. I responded same day with the numbers. Didn't hear back, figured we were good. Then 4 days later I receive an email saying that my order was scheduled to be shipped that day. Wait what? 4 days later? Seriously? Then there was some crap about Quick Ship or Drop Ship would get it sooner for an additional charge. Wait…Brian said himself that my item was in stock. What's going on. I decided to let it go because even if it shipped that day I should still get it in time. I didn't do the quick ship. Then I got an email 4 days after that saying that the order was sent in by Brian O. and set to be shipped on the 22nd. (6 days after ordering) Okay what? What is going on? Still let it go. Didn't have the time to worry about it. My time frame was shrinking, but I figured I would still be okay. THEN I get an email 4 days after that from Brian O. saying that he needed to get my phone numbers to place the order or he would have to cancel the order. OKAY WHAT?! Now we are 10 days from the day I ordered and he is asking for the #'s I already gave him. This time I responded. Remember, this is a company that claims same day shipping, and didn't indicate that there would be any problem with it shipping same day. I am mad. After a series of emails with Brian O. he apologizes that he didn't see the numbers. Apparently the order has been placed with the company. I, in this process of emails asked that my shipping be expedited because the order was placed so late from the time that ordered it. Brian O. responded promptly putting blame on the company they drop ship from. Remember, Brian O. originally told me this item was in stock. No mention of having to use another company to get the product. No mention that it is actually processed through another company until now. All of the sudden there is nothing they can do because the product doesn't actually come from them. Remember, this is a company that boasts same day shipping, and then passes the buck when they can't deliver. Only they don't tell you any of that until after you call them out. I then asked for some kind of remedy of the situation since it was Brian O. who didn't actually send out the order until a week later. I was responded with a firm NO. This is his exact response "We sent the order to the manufacturer. If it was delayed, then it was because they delayed it. There will be no discount whatsoever on the order. I'm the owner of the company. We cannot afford to give a discount. We do not guarantee any lead time. We have the best prices on earth. We ship the items as fast as they can be shipped. This was a drop ship order. We do not control the manufacturers, in the case where we drop ship the items. Thank you for your order. Contact me Monday." Yeah too bad he hadn't even sent the order until a week later according to a previous email sent by Homecenter.com. Then he didn't even know that it had been sent period. He was still asking me for my number to process it, which makes me wonder if really even has been sent out since when I asked for a tracking number or an estimated time arrival that was when our email correspondence suddenly ended. Bottom Line, the cheap prices are not worth dealing with this company. They are quick to take your money (within a couple hours of ordering) but not so quick on delivering the product. They are deceiving with how their company actually operates and how your order is actually handled. I will never deal with them again. Will make sure not to ever recommend them to anyone!
"
"This is a story about 2 orders from HomeCenter.com. I ordered a Kohler sink and received it in a few days. Great service - but it was the wrong sink. Had it been the right sink, this would have been a 5 star rating and end of story. But keep reading because there are a couple of lessons to be learned about how to choose an on-line vendor. Luckily for me, I acted in a timely manner and keep good documentation and my credit card company was able to protect me. It probably did not hurt that they had already received billing disputes regarding HomeCenter.com.
The first lesson is to avoid on-line vendors that tell you that it is best to contact them by email. If they are not easily available by phone, they can stall you indefinitely. In this case, they were likely trying to stall until my time window for disputing had expired. The first call you should make to an on-line vendor is to their customer service line - as if you were trying to resolve a problem. If this is not an easy process - do business with someone else. HomeCenter.com will not take your call unless they want to talk to you. Their stalling tactics are probably designed to get you to delay action until it the time window for disputing a credit card charge has lapsed.
The second lesson is that you can learn a lot about an on-line vendor ahead of time if you do an internet search for reviews about them. Had I done that with HomeCenter.com, I would never have been in the position of having to defend myself from them - which take a lot of time and is not worth the possibility that you may save a few dollars if you are one of their lucky customers. There are too many complaints anywhere you look about HomeCenter.com. The New York Better Business Bureau give them an F.
HomeCenter.com handled the return of the Kohler sink well - probably because I had told them that I would order another sink from them if they could handle the return quickly. They said they would credit my card and I ordered a Franke sink from them. What they actually did was charge my card for the price difference between the two sinks.
They had given me a promised ship date for the Franke sink. Two weeks after that date had gone by, and after a lot of time spent trying to communicate with them by phone and email, I sent a cancellation notice to them. I received an automated reply telling me my order was not cancelled. Three weeks after that, after a lot of time spent providing documentation of my experience, my credit card company agreed to remove the charge.
After the fact, I found a page on the Franke website that lists HomeCenter.com as a vendor to avoid. Apparently HomeCenter.com is still in good standing with Kohler, but some vendors manufacturers won't do business with them.
As I write this note 5 weeks after ordering the Franke, they show my order status as waiting shipment."
"HomeCenter.com is a terrific site for high quality products at amazing prices. Even better than the products are the people that work at HomeCenter! Phil and Stacy worked together to process my first order and when I had questions, Phil called me with answers and solutions. My first order shipped in no time and was received without flaw. I am now waiting for the rest of my Kohler products and can't wait to soak in the new MAAX tub that Phil made sure was properly ordered. I will never buy bathroom fixtures from anyone else and when I am ready to remodel my Inn bathrooms at The Inn at the Round Barn Farm in Vermont, I'm calling HomeCenter.com."
"Do not do business with this company!! After ordering and receiving an item different from its picture and description, I returned the item in accordance with HomeCenter.com's policy and patiently awaited my refund, although I was upset at the stated 25% restocking fee. This company doesn't even stock the merchandise so how do they justify a restocking fee? At any rate I have now waited nearly two months and I've not received a refund yet. When I informed them I was posting comments on the BBB, the New York State Consumer Protection Board and other online raters, they emailed me back and said that I would not received a refund until I withdrew my complaints. That's called extortion!! They are dishonest and one of the most immoral companies on the Internet. Do business with them only if you want a bunch of grief."
"Awesome Service. Would def buy here again"
"I wish I read the reviews before I ever bought anything from this company! I paid $323 for the faucets and they were the wrong parts. That was my plumber's mistake.. To my horror, I had to do a return.. How about getting $193.00 back about 3 months later? That is after they told me to buy something else (and I did - for $236.00) and they will only charge me 10% restocking fee on the original order..Somehow, $193.00 out of $323.00 doesn't add up to 10%..
But, after 3 months of trying to even get anything and numerous phone calls, emails and finally, the complain to the Better Business Bureau, I gave up.. NEVER AGAIN! Please, don't buy or god forbid, RETURN anything with this vendor. I just did a whole new construction project and bought everything on the web (toilet, sink,lights, etc.) and had only one issue - just this one company."