"HORRIBLE! Worst customer service I've experienced from an on-line merchant. I ordered a sink. UPS indicates it was delivered to my porch. It wasn't. Can't get eModern to have UPS track the package until Monday of the following week and then UPS may take up to 7 days to give a response. They refuse to ship a replacement. They refuse to give me credit for the sink that didn't arrive. I asked, "If UPS comes back and says the sink is lost, will you ship the replacement next-day air" (I need it for templating my granite counter). ANSWER: No, sorry, I hope you understand our company policy doesn't allow that"

I asked for a manager. Same response. I asked him if he knows what customer service is. He said, "Yes, making sure you are happy." So I asked, "So, you're a customer service manager, refusing to ship a replacement. Do you think this makes me happy?" ANS, "yes, I hope you understand we cannot ship you a replacement because UPS says they delivered the package." SIGH.

In contrast and by coincidence, an order for a faucet from Amazon was to arrive on the same truck. When I called amazon, the response was, "I'm sorry that happened. How about if I ship a replacement out tomorrow to arrive the next day?"
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