"eFaucets created an error on my initial order, which caused me delay, cost, and frustration. I left a voicemail with a sales agent that was never answered. All my emails and/or electronic correspondence only received a standard boilerplate message that someone would be contacting me "within 24 to 72 hours." This never happened.
Notwithstanding, I gave eFaucets a second chance. They still messed up on a second order. I still have not received this product. Trina (who described herself as a supervisor) was rude and abrasive and made a misrepresentation that also caused further delay.
Their customer service has been virtually nonexistent. Any contact had to be initiated by me (and often resulted in long hold times; one phone call I was placed on hold for over an hour). They do not answer any voicemail or emails besides a standard boilerplate message. I have spent hours on hold trying to reach a representative. They may have some good prices on some products, but if they make an error in processing your order, it may be difficult to receive any kind of accountability, professionalism - or even a response from eFaucets. "
"We ordered a bath tub and drain from them on December 2nd, 2015. My credit card was charged immediately. Website stated (and so did my receipt) that the tub will ship in 3-7 days. We were hoping to do this project over the holiday break.
The tub did not arrive until January 11. What's worse, it was not even the tub we ordered, but a different, cheaper tub. I called eFaucets the next day. The representative (Diana) apologized. She then told me that they would not be able to ship this tub to me because it was discontinued by Kohler and replaced by another model. She was unable to tell me the model # of the replacement tub because it wasn't in their system yet. In any case, she would refund my money and they asked me to ship the tub back to them.
After hanging up with eFaucets, I decided to call Kohler and find out which tub I should be ordering, since this particular model now was discontinued. However, Kohler was very surprised to hear about this tub being discontinued, and the Kohler representative told me that, in fact, they have over 600 in production at that very moment. He told me there were no plans to discontinue this particular model of tub. As of this writing (2 weeks later), the eFaucets website still lists this tub as being available from their store.
It took them a week and a half to set up the return shipping. I have since returned the tub. However, no attempt has been made to refund my money, even though they have no plans to ever ship me the tub. A sales representative at eFaucets attempted to explain that they need 2-3 weeks to examine the returned tub before they will give me my money back, which makes absolutely no sense. They know that they never sent me the item I ordered and they have no intention of sending it to me, and yet they still refuse to return my money by making up some statement about inspecting a tub that I never even ordered.
The company misled me about the shipping time, and they made no attempt to even notify me about an updated shipping date. They next lied to me about the tub being discontinued from Kohler. At this point, I'm unable to trust anything they say.
I have never had to issue a dispute with my credit card company before - but eFaucets has forced me to do it. This company apparently has no issues about lying to their customers. There are plenty of reputable merchants out there. Don't waste your time with eFaucets.
2/1/2016 Update: I noticed today that a refund has been posted to my account. I'll give eFaucets props for that, although I'm left wondering if my contact with my credit card or this review had anything to do with making that happen. We have since purchased the desired (supposedly discontinued) tub from another seller, and it was delivered to us within 4 days of the order date. "
"The item i needed was a simple basket strainer for a disposal. But if you try finding one in a box lumberyard or hardware store, you'll probably be surprised to find that they don't carry them. The one that I chose was exactly what I needed."
"I was very satisfied with the delivery and the items as promised. The only problem I have had is that the very fine Moen faucet is too large for the only place for installation on the Elkay three bowl sink. It would have been much appreciated if a smaller faucet could have been recommended by your technician so that the water flow especially for the middle bowl would not be so near to the outer rim. If any improvement for this problem is possible I would really appreciate your response."
"Not much to say. A very good company. I was able to order the phone and the drain I ordered came quickly in good packaging."
"We ordered the Grohe faucet and value body. It was determined that a part was missing based on the instructions manual that came with the products. I called e-faucets and spoke to Lisa. I described the missing piece and she sent out a replacement part to be delivered.
At the same time my husband had a brown box on the front porch as trash. The UPS driver took the box on the front porch as the original part to be sent back when in effect, the box was trash. The box had no label stating it was to be returned or returned to e-faucets.
Further more, I hadn’t gotten the replacement part yet in which to switch them out. So why UPS would take a box without a label is beyond my understanding.
Upon receiving the replacement part, it was determined that the replacement part that Lisa said was what I needed didn’t even include the initial part I was missing as it was on the faucet itself not the value body. When I notified e-faucets, not only was I told that I had to pay to return the replacement part with my own funds, I was told that I would have to contact Grohe directly for the replacement part. It was my understanding that e-faucets stood behind their products for the first 30 days. This did not happen. Furthermore, the customer service manager, Trina was not helpful and was rude. She did not provide Grohe’s phone number so I could in fact call to request the missing part nor did she provide an address to ship the replacement part back. But she sure was quick to tell me that I was going to be charged for the replacement part!
I will not be purchasing from them in the future!"
"We purchased shower heads for ourselves and we liked them so much we got some
for our kids for christmas gifts. Shopping through efaucets was effortless and we
are very happy with the company and our shower heads."
"installed with out a hitch"
"EFaucet suffers from a lack of communication with the customer. They cancelled my first order without informing me that the faucet couldn't be sold in CA. When I called to find out why the order was cancelled, I then ordered the same faucet with a GPM acceptable to CA. A representative should have initiated this, not me the customer. When the second faucet was ordered, I was not told that there would be a delay in getting the faucet. I waited for over a MONTH for delivery and there was never any communication from eFaucet. EFaucet is the only poor experience I've had in ordering online throughout a remodelling project."
"We were also happy that our order arrived a little earlier than expected."
"Your site was easy to use. Parts arrived quickly after ordering. I hate plumbing repairs but this made it all go smoothly. Thanks."
"Great products, great prices. "
"Did not send the proper plates to attach to wall first"
"The shower arm I ordered was just perfect for my bathroom remodel. Thanks for the quick service and prompt delivery!"
"I have been an e faucet customer for years. In the fast, they have always stood behind their products. I ordered a vessel sink for my bathroom. When my contractor opened the box, we found a very broken sink. There was a hand written note from a previous buyer who had previously returned this sink. It was not opened by efaucets, just resold it. Really???
Still waiting on resolution. It has been weeks."