- STORE REVIEWS
- PRODUCT REVIEWS
Updated on: 2022-03-04
1/5
Their price is maybe better than others, but please don't buy from Decor planet
"I just had a terrible experience with decorplanet and I am sorry I have purchased product from them. If the item is defective, they won't give you replacement or accept the return. The Toto toilet arrived with broken piece(on the picture) but we found out later when our plumber installed the toilet about 20 days later. I contacted customer service initially just about broken cover, and hoping just replacing the cover, then the seat started not functioning electrically and remote control was not working after 5 days of installation. I contacted immediately the customer service because it was within 30 days of delivery about the item's defect.
This past a week and half I had to deal with their customer service and talked to manager yesterday. They put all the responsibilites on customers and they shifted the responsibilities to the manufacture warranty even though I initiated the process within 30 days. They said you reported too late. Why is it too late to report defect item within 30 days? It is really bad business model. They maybe a little cheaper than other competitors, but buy from the place where it has more reputations and quality of customer service, because you will regret. I am totally regret purchasing from them. You will end up with dispute and despairs.
I talked to the tech department of Toto yesterday and they even agreed 100% that how terrible the decor planet handled the situation about my case.
This is how stated in your company return policy: MANUFACTURING DEFECTS
If the merchandise you receive is found to be defective due to a manufacturing defect, a request for the replacement of the defective merchandise must be made within 30 days of the delivery of your order. DecorPlanet.com will exchange the defective merchandise or a defective part free of charge. Merchandise returned as defective, which is found not to be defective, will be subject to a 15% restocking charge, along with the original and return shipping and handling charges. If a defect occurs after 30 days of delivery, you must contact the manufacturer directly for warranty information. Decorplanet.com will not cover any labor or other costs of removal or installation, nor shall Decorplanet.com be responsible for any other incidental or consequential damages attributable to a product defect or to the repair or exchange of a defective product or part.
I reported the defect of item within 30 days of delivery when I contacted customer service. They delivered item on 1/25 and I reported 2/21. Why is it too late? It does not say that here? It says they exchange the defective merchandise for free of charge. If after 30 days, it is manufacture warranty. It was not after 30 days. They are lying. I even received return authorization and I already packed everything to be shipped after talking to customer service. Why did they send me the return authorization and ordered the replacement and canceled without informing me, Then when I contacted the customer service two days ago, they said you cannot ship the replacement. So why you didn't tell me on 2/21 they cannot honor the replacement and lead me to Toto warranty at that time? It does not make sense. I wasted more than 1 week. I should have read reviews in advance prior to purchase. I read so many people having similar experiences. Because of this defect, even though my bathroom construction was already finished, it is not completed due to the toilet defect. We have to rehire plumber when the repair item arrives from Toto and it will take again for a long time and it will cost us more money because of Decor Planet. This is the worst experience with customer service in my life time.
So please read this review and take it very seriously to deal with this company. I will never forget and forgive what they did to us."
2017-09-11
5/5
Very fast shipping
"Thank you. They are beautiful. I will definitely order once we hire our contractor."
Favorite Stores
613 reviews
Least Favorite Stores
8415 reviews
