BBB Accredited Business since

Home Perfect

Fax: (212) 354-3939 View Additional Phone Numbers 261 West 35th Street  Suite 504, New York, NY 10001 http://www.homeperfect.com

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Description

Home Perfect sells bathroom, kitchen and home products, plumbing fixtures, decorative hardware, lighting fixtures, etc.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Home Perfect meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Home Perfect include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 90 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

90 complaints closed with BBB in last 3 years | 24 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 22
Billing/Collection Issues 5
Delivery Issues 13
Guarantee/Warranty Issues 1
Problems with Product/Service 49
Total Closed Complaints 90

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Home Perfect
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: June 14, 2005 Business started: 01/01/2003 in NY Business incorporated: 08/21/2003 in NY
Type of Entity

Corporation

Business Management
Mr. Alex Teller, President
Contact Information
Principal: Mr. Alex Teller, President
Business Category

KITCHEN ACCESSORIES LIGHTING FIXTURES-RETAIL PLUMBING FIXTURES, PARTS, SUPPLIES-RETAIL BATHS-EQUIPMENT & SUPPLIES

Hours of Operation
M: 9:00 AM - 5:00 PM
T: 9:00 AM - 5:00 PM
W: 9:00 AM - 5:00 PM
Th: 9:00 AM - 5:00 PM
F: 9:00 AM - 5:00 PM
S: Closed
Su: Closed
H: Closed
Method(s) of Payment
Visa, Mastercard, Paypal, American Express
Alternate Business Names
Elemental Partners LLC

Additional Locations

  • 261 West 35th Street  Suite 504

    New York, NY 10001

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (888) 850-3999(Phone)
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Complaint Detail(s)

12/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an on-line order with HomePerfect.com on ** October 2014 for radiator at $281; confirmation number **********. The site stated it was in-stock and would ship in 2-3 business days. I contacted HomePerfect's customer support at: ###-###-#### on three occasions. Each time the service rep told me it was a warehouse problem and the item was back-ordered and that it would be shipped in 2 weeks. My last contact was on * December where I spoke with "****" and he promised it would be delivered no later that ** December 2014. I have not received the item nor have I received ANY correspondence from the company. I've asked for the order to be cancelled and my money refunded, and still haven't heard back from them.

Desired Settlement: I would like my money back. And if possible, restrict them from doing business if you find this to be their standard operating procedure for all orders. I would like the BBB to look into the possibility that HomePerfect is committing a crime by charging customers, holding the funds for an extended period, then repaying.

Business Response: According to ***** tracking *************** this was delivered actually today. We tried to get this shipped directly to you from the manufacturer but our supplier refused our request twice claiming they were expecting stock to arrive already. I know **** tried very hard to get this to you sooner and we apologize for the delay. Once this was pushed into the holiday shipping season things just become even more difficult to keep track of. If you cannot use this unit please let us know and we will cover all restock fees to return it to our supplier along with any shipping charges for the return. If you would like to keep the unit let us know and we will issue a $25 credit to you for a future order as a small token. 95% of our orders are delivered within a week and we are very sorry this was not your experience. We would love another chance to show you the way our orders normally complete. 

12/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased **** SAFSB-24 Freestanding Towel Warmer from Home Perfect. Unit worked for approx 12 months then ceased functioning. Multiple calls / emails to Home Perfect customer service have not been returned for two weeks

Desired Settlement: There are no moving parts in the **** SAFSB-24 Towel Warmer other than the on/off switch which is still functioning so clearly there is a defect in their product / manufacturing process. If Home Perfect and **** do not stand behind their product, at the very least they should say so rather than ignoring my request for help. Given the unresponsiveness of Home Perfect and the shoddy merchandise they sell, I do not understand why BBB would give them an A+ rating. ****** *******

Business Response: We're sending a whole new unit. We are working with **** to get this replaced and agree this is taking too long. Sorry for the delay. I spoke with your service rep about the situation and explained that we at Homeperfect do not want to keep customers waiting so long even when we are having trouble accomplishing things. If you would please prepare the old unit to send back to us in the new box we will work out the problem with **** without keeping you in waiting. Your order has been noted for the service team to provide you a return label. Sorry again for all the delays with this.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

While I appreciate the company's offer to replace the defective unit, their offer is a promise delivered via the BBB and not previously communicated to me despite my direct, multiple inquiries by telephone and email. I do not understand why the company, if it was "working" to replace my unit, did not inform me it was doing so. In fact, the company did not respond at all to my calls or emails.

In other words, I will believe it (this promised replacement) when I see it delivered.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: To be fair it should be noted that we, Homeperfect, sent this replacement and requested that you contact us for return instructions once the defective unit was ready to return as we did not wish to lay the burden of return expenses on you. As per ***** tracking *************** your replacement unit was delivered on 11/** and we have no record of contact to request any type of return information of the original unit. Our service department is available from 9am until 5pm est Monday through Friday and they will be happy to assist you with return information and a return label. They have been instructed to go ahead and send the label so you can send the unit back within the next 10 business days. We're sorry you feel you have not received great service from Homeperfect but we generally do not offer anything beyond a manufacturers warranty on items sold, as should be expected from most stores. We did, however, make an exception for you and replaced the unit and are taking it upon ourselves to seek credit for the "defective" unit originally purchased from us in June of 2013. Check your email later today for return instructions. Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

As my compliant details, Home Perfect customer service was contacted several times over the course of weeks in October of this year regarding the defective Amba SAFSB-24 unit. Only after Home Perfect failed to respond at all to my inquiries did I 1) file a complaint with the BBB and 2) independently contact the manufacturer, Amba Products, to discuss warranty repair / replacement options.

Home Perfect was aware back in November that Amba had accepted my unit for warranty service, Amba RMA #****, by the same email Amba sent me instructing me to ship the unit to them.

Home Perfect's offer to ship me a replacement unit came AFTER Amba had already agreed to warranty my unit. 

Home Perfect's offer of today ** December, sending me a ***** prepaid shipping label so I can return the defective unit to them, comes after their having already received written notice from Amba Products that the defective unit is in Amba's service center RMA #****, has been inspected, has been verified to be defective as claimed, and Amba has agreed to replace the unit with a new one. That email was sent by Amba Products on ** December, a week ago.

It is too late for Home Perfect to resolve this. They had the opportunity in October to reply to customer inquiry regarding a defective product. They chose not to. I contacted Amba products independently and worked through the warranty issue directly with Amba, with no help at all from Home Perfect. Home Perfect's responses to the BBB have been little more than empty gestures like the return shipping label for a unit that was returned a month earlier and sending a replacement when the manufacturer had already agreed to warranty.

I would never recommend Home Perfect. The BBB should give them an "Unsatisfactory" rating. I will never do business with Home Perfect in the future.

Sincerely,
****** ******




 

12/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered an item on 10/**/14. Their website says shipping in 2 business days. On the **** I called and asked why nothing had been shipping. They stated that one of their items was backordered (despite that it STILL says on their website that it is in stock). They told me they would send me part of my order and that the rest of the order would be sent on ****. I called on the **** and was told that the item was shipped and should be receiving it "soon". It is now the *** and it has not been shipped. I've called them only to be put on hold 5 different times for no reason only to have them come back on the phone with no solution. They are now telling me it was not shipped and that it is backordered again. .

Desired Settlement: I want a complete refund. I also want their BBB rating lowered. Looking through their complaints, this is not the first time it has happened. This is a shady company with shady business practices and it is an absolute travesty that the BBB has them rated as an A+.

Business Response: Your first shipment for this order left on 10/**, which was four days after the order was placed. The second shipment left on 11/** and this shipment completed the order. The item ordered required multiple components to complete and the missing component was holding the entire order. This is why we had to request two shipments in order to get everything to you as quickly as possible and we are very sorry this order ran into the difficulties you had to experience. Your entire order has been refunded, on 11/*, and nothing is returned to our supplier yet. It appears this supplier also missed our cancellation request. We're having an agent contact you today to work out mailing labels for you to return everything. We, of course, will cover all return expenses for this or if you would like to keep everything we can work out a great deal for you. Needless to say, the supplier that shipped your order was one of our more difficult to work with and we're sorry again you had to deal with this difficulty. We ship over 95% of our orders within one to three days after ordering and without issue and are certainly not happy with the outcome of your order. We will be in touch about what you'd like to do with the items you've received. 

12/2/2014 Advertising/Sales Issues
12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In September, 2014 I purchased a KWC kitchen faucet O# ********** RGA # **********. It arrived ***** with much of the inside packaging damaged and it was the wrong faucet. I returned the faucet and was charged a 25% restocking fee plus I need to pay ***** return shipping. I feel that since the faucet was the wrong faucet and had damaged packaging I should NOT be charged a restocking fee or pay the return ***** charges. I have pictures of what i unpacked and the ***** receipt. Cost of faucet $375.24. Credit I received $ 281.43. 25% restocking fee $ 93.81. ***** charge $ 22.50. Telephoning, emailing or chatting with Home Perfect has been most frustrating and unproductive. I would like $ 116.31 ( 93.81 restocking fee plus 22.50 ***** charges). Please help.

Desired Settlement: A fair settlement.

Business Response: When the customer tried to cancel this it was already shipping so we weren't able to cancel the order. Customer then claimed we sent the wrong faucet but the label and everything showed we sent what was ordered. No damage was reported until this BBB complaint. We must show our supplier they sent the wrong item in order to avoid restocking fees. The photo we received only showed them the item was correct therefore we had to charge restocking fees to cover our outbound shipping costs and the fees we are charged to return items to our supplier. From the picture shown the box looks like it is in good shape. Please provide photos of the damage for me to review and I will be happy to review them but the supplier did not report an issue with the merchandise upon return either. At this point I do not see evidence showing our service team handled this situation incorrectly. 

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order 2 faucets on 9/**/2014 from HomePerfect.com. ***** arrived for delivery on 9/**/2014. The box was damaged externally. The delivery driver would not allow me to open the package for inspection nor give me time to find a camera to take pictures. My only option was to refuse delivery. I informed HomePerfect the same day. ***** returned the package and it was delivered to HomePerfect on 10/*/2014. I have heard nothing from HomePerfect since that time. I sent messages using the HomePerfect messaging system on 10/**/2014 and 10/**/2014 but again received no response.

Desired Settlement: Refund of the purchase amount: $364.04

Business Response: Your order was refunded in full on 10/**/14. The credit memo is attached. I see on 9/** ****** informed you we needed damage photos, which you obviously could not send, but he also noted your order saying the damaged items were coming back to the warehouse. It can take up to 30 days for items to reach the warehouse, be processed, and for us to be informed to issue the refund. We are sorry for the lack of communication that looks like did occur with your order. Please refer to the attached credit memo and confirm the refund was received. If it was not please respond accordingly and I can further investigate. 

11/19/2014 Problems with Product/Service | Complaint Details Unavailable
10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: See issues as presented to Home Perfect on a number of occasions. Home Perfect has made NO attempt to follow-up with me in any capacity; to either find a solution to fix the issue or replace the dispenser with one that does work with the sink they bundled it with. I am extremely frustrated by their seeming inability to communicate or acknowledge this issue at all. ******* ***** | 9/**/14 8:08 AM Quote I am so disappointed with the inaction to resolve this issue. I was promised a solution by end-of-day yesterday and have heard nothing. I have received no correspondence at all unless initiated by myself. I trusted your BBB rating and am surprised that I haven't even gotten an acknowledgement of the problem. This was not an inexpensive purchase and, although I love the sink, I now have a drilled hole in the quartz with a soap dispenser that will never work. I no longer have the packing material as the sink has been installed, but if you can't take care of this problem I hope, in the very least, you will permit me to return it. Looking forward to hearing.....something. ***** ***** ******* ***** | 9/**/14 6:28 PM Quote I am still awaiting a reply; could you please provide a solution to this problem even if it means supplying a different dispenser. Thank you for your efforts. -***** ***** ******* ***** | 9/**/14 2:36 PM Quote I have spent the morning going to every home improvement and hardware store to find something that will work. I have gotten close with something called a "riser" which fits the hardware side perfectly but, unfortunately, without really trying to force the issue, is a little tight on the soap container side. Please help me find something as this dispenser is useless to me as it is and I have a hole in my quartz countertop. Thanks again. -***** ***** Customer Service | 9/**/14 1:57 PM Quote Hi *******, I have forwarded your concern to our warehouse to get the ideal solution,Please bear with us,we will get back to you as soon as possible. Regards, Customer service ******* ***** | 9/**/14 8:09 AM Hello, my contractor installed this sink (LOVE IT) and faucet yesterday. Unfortunately, the soap dispenser WILL NOT install because of a lip on the underside of the sink. The hardware on the dispenser is about 3/4" shorter (before it gets to the plastic soap dispenser) than it needs to be in order to install properly. In order for the dispenser to work properly, it would have to sits back another inch (beyond the sink lip) at which point the nozzle (or whatever it's called) would not be over the sink and soap would drip on the countertop. I did not order this dispenser separately; it came with my sink. How do we get this problem remedied? Thanks for your help. -***** *****

Desired Settlement: I would like them to replace the soap dispenser that does not work with the sink I purchased (they were sold as a bundle so one would assume they work together), with one that will work. The sink is already installed and the hole is drilled in the quartz countertop to support this dispenser...I cannot change that. Thank you for your efforts on my behalf. ***** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.


***** ******* ***** ******************************** ***** ******* ********* *** **** **** ** *** ********** ******** *** *** **** * *** ******* **** *** *** **** **** ********* * ********

 

Although I have attempted more than 3 times to use your site to say that the complaint had been resolved, the site simply takes me to a blank page that does not allow me to do anything.  

 

Please note, this complaint has been resolved.  Thank you for your help with this, I appreciate it.

 

***** *****



Sincerely,

******* *****



 

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a large order for bathroom equipment and furniture for 2 bathrooms on May *, 2014. A few of the items were not in stock and required to be ordered from the manufacturer and as such, had lead times that were represented to be approximately 4-6 weeks from the date of order. During the waiting period, I requested lead time estimates for delivery of the products on more than 7 occasions (4 through emails dated 5/*, 5/**, 5/**, 6/** and 6/**; 2 through phone calls on 5/* and 5/**). I was not given any substantial update until June ** and even this was a significant delay of 12-13 business days. I finally received the items and found that out of the 12 large items shipped, 7 were found to have defects, including both bathtubs that were delivered. At the request of the sales person, I accepted 5 of the 7 defective items which included both bath tubs even though (i) both had material scratches and looked to be chipped pieces that were glued back on and (ii) one of the two bathtubs was not the correct size and model ordered. As part of the remediation efforts by Homeperfect, the Company placed the correct order for the bathtub but again, did not supply any estimates for lead times. I have been basing my schedule on this and as a result, I have incurred additional fees due to delays with my contractor and inability to provide updated lead times to schedule properly. After a week and no material visibility on lead time, I had to move in another direction since my remodeling had to move forward. I had to buy another bath tub and since the two bathrooms are designed to be a mirror of each other, I purchased two of the same model bath tubs. As a result, I do not have use for either of the two bath tubs that were received from HomePerfect. Note that it seems that HomePerfect was in clear violation of Federal Trade Commission regulations that require merchants to provide estimated lead times and at the 30-day mark, to either refund the purchase or obtain consent from the consumer that the wait was going to be longer (there is no implicit consent). I seeked a refund on both bathtubs but Homeperfect would only refund 1 of the 2 bath tubs (the one that was the incorrect size). If I had not accepted the delivery of the bath tubs, I do not feel I would be in this position and I believe Homeperfect, in addition to the FTC violations, did not act in good faith by pressuring me to accept the defective merchandise.

Desired Settlement: I would like a refund of the second bath tub.

Business Response: Our customer processed a large order with multiple special build to order items. These items were put on order and an estimated lead time of 4-6 weeks was quoted. During that time frame, manufacturers do not give any updates, rather an estimated shipping date. Customer was advised of the estimated shipping date as soon as it was available from the respective manufacturers. He was kept in constant communication with myself, both with emails and verbal updates via the telephone. At no point after the 30 day mark did customer request cancellation. When the merchandise was delivered to customer, he accepted the merchandise in. There was some manufacturing defect to the products, and one manufacturer worked directly with him to reconcile these issues. The other issue was a fault of the purchasing warehouse in ordering the incorrect tub. We apologized and began with the pick up process for the incorrectly shipped tub. We advised customer that the new tub would still be a special build to order, and would have a similar time frame, as such things cannot be rushed. Customer approved the new order and we sent this new tub order to the manufacturer to be built. Customer was understandably very insistent on getting a time frame for delivery. We advised that we had an estimated ship date from the builder, and that was the best we could do. He stated that we were in violation of FTC regulations and began sending pages of regulations and various documents. He
advised he planned to sue us for upwards of $16,000. At this point, we offered the customer a full cancellation of all non-shipped merchandise and a full refund for said products. He accepted, and we issued a prompt refund.  
We have set it up with out carrier to pick up the incorrect tub, the BOL is attached. It has yet to be picked up. A refund cannot be issued until the tub is in our carriers possession. All other un-shipped merchandise has been refunded. We would like to stress that this customer was in constant contact throughout this order process and no request to cancel the order was made until the correct tub had already been ordered to replace the mistake. We made this correction immediately and were covering all expenses associated with the replacement. We also canceled and refunded all un-shipped items immediately upon the cancellation request. We cannot be expected to presume a customer wishes to cancel an order they are actively pursuing therefore consent was implied by continued participation and a complete lack of any request for a cancellation or even a suggestion of it. We, at no time, attempted to mislead this customer and acted quick to correct the few errors made on this very large order. Once the tub is picked up we will be happy to refund it.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

I believe their statement provided is inaccurate and I the complaint is not resolved.   While I was in contact with the merchant, the information being provided was not an estimated shipping date.  They’re response was that they would only provide shipment estimates 2-3 days prior to the shipment date. In addition to this, they never provided the shipment date 2-3 days prior to shipment.  At no point in time was there verbal or email communication advising me of a shipment date with reasonable timing.  In fact, the email trail will demonstrate that I was always initiating an information request on this matter.  When everything was not going well, I researched my rights as a consumer and was surprised to find that the merchant did not follow regulations of the FTC regarding online sales as a merchant.  Pursuant to FTC regulations, they should have sought my consent for the delay past the 30-day mark if they could not provide definite shipment date (Part 435 of the FTC).  The consent is not implied by way just communicating and they should know this if they follow FTC regulations.  The consent is only implied if they provide a notice with of delay with including, but not limited to (i) a revised date; (ii) a choice for a full refund.  They did not provide this and as such I (i) never had the proper information to make a prudent decision as a customer and (ii) never was supplied the choices as a consumer by the merchant.  As communication was breaking down, I did notify that I needed to reserve the right to legal action if this transaction was going to result in a loss to me, however, the merchant is providing a false statement that I threatened to sue for $16,000.  The reference to $16,000 was my email informing them that their actions that may be in violation of FTC regulations may be subject to fines up to that amount.    The merchant fails to address my statement that I was pressured to accept the merchandise and in hindsight, if I had not accepted the defective tub, I would not have been in possession of it, thereby making it eligible for refund.  Secondly, their reference to me working with the manufacturer on a few of the defective items is misleading as they failed to mention that I had to initiate conversations myself to get the manufacturer to remedy the defective products.  The merchant also may have made a false representation as an authorized ******** dealer in an email to me when in fact, it is not the company, Homeperfect.com that is an authorized dealer but it may be their distributor, in which case, I am not sure the warranty carries over to the consumer.  The *** of ******** sent me an email to inform me that they do not have to honor their warranty as Homeperfect is not an authorized retailer of their products but that they will make an exception to remediate the situation.  I have not requested anything on this but realistically, if they are not an authorized merchant of ******** then I purchased a product without a warranty through misinformation and should be compensated for a  full refund on all ******** products purchased or provide the warranty themselves.   Lastly, I had to inform the merchant about picking up the incorrect tub and had to continuously pursue them to schedule a pick up.  After my 4th email, I finally received an estimated pick up date of August *** but similar to my past experience with them, schedules seem to be a guideline and not a “schedule” as the shipping company called me to schedule a pickup on the *** and were not aware of the *** as the date.  Accordingly, I would expect a response from Homeperfect that would deflect responsibility on the shipping error as its not their company but my point is that they do not seem to be organized and it reflects in all facets based on my experience.    All in all, I was in constant contact as they correctly cite but I did not receive any meaningful information to make an informed decision as a consumer, nor was I informed of my options as a consumer.  As such, I am requesting a refund for a product that I should not have accepted and if it was not accepted, would have been refunded. 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** *****




 

Business Response: We've already offered to bring the tub back for you and refund it in full. The offer stands. We will contact you with shipping instructions on Monday, 9/**/14, and will let you know when the carrier can take the tub. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved pending the arrangement of shipping (back to Homeperfect) of the bath tub at Homeperfect's expense and a full refund. 

Sincerely,

*** *****



 

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order Confirmation: ********** Total (with 5% discount) $1,899.05 On May **, 2014, I ordered a walk-in tub via on-line at Home Perfect, so it will be easier for me to get in and out of the tub due to my COPD. Spoke with ***** * (Sales Rep) ###-###-#### On May **, 2014 we received the item, in a huge box. On May **, 2014 the plumber came to the house to look at the item - "item will not go to thru the door, have to knock-down the door and wall". Estimate to install was huge, that it will costs more than the price of the tub. On May **, 2014 I called ***** *, no response; left messages on May **, May **, May **, May **, waited for her to respond. Finally, ***** called back, she said, she was on vacation. She said, she will look into it, "I will let my ********** know about it". On June *, 2014 received no call back from ***** *; Called and left a message re: status of returning the item. On June *, 2013 ***** called back, wanted the pictures of the tub, every angle. She said, she will inform her boss, "we may not get the full amount: will deduct restocking fee, and we have to resend the tub ourselves"; She said, she will also call the FREIGHT Company". FREIGHT Company is ******* ******* ***** **** *** ******* ******* *** ********** telephone ####-###-#### . SHIPPER: ***** *** *** Address: *** * ****** ***** *** ** ***** **** ** ###-###-####; I informed ***** * that when we opened the box, there is a big dent and scratch on the corner of the tub, which shows very prominently if you ever install it, it doesn't look very nice. ***** said, that we may have cause the damage. I told ***** that when the ***** delivery guys drop it off in our garage, we haven't moved the item, it still on the same spot since. From where the scratch damage is, it looks like the damage was cause by packing strap that was over tightened On June *, 2014 I called ***** to check on the status of the complaint, so we can call the freight company to pick up the item. ***** said, she never received the pictures; so I resend the 10 pictures again - sent 10 items/pictures. She finally got the pictures. We waited, waited, waited....no call back from ***** *. Up to this time, we haven't received any call back, letter, or email from ***** * re: status of return.

Desired Settlement: We would like HOME PERFECT to ACCEPT the item back from us and REFUND the money. THANK YOU SO MUCH

Business Response: I attached the customers email stating they need to return the tub because it will not fit into their bathroom door. The specs and everything of the tub they received are exactly what was ordered. The tub dimensions were as requested by their designer and Homeperfect had no reason to suspect the tub might not fit through a door to the room it was to be installed in. As you'll see in the emails attached, no damage was mentioned until after the terms of the return were stated to the customer. These terms included the standard restocking fee we will be charged by the warehouse the tub is going back to and the cost of return freight would be the responsibility of the customer because Homeperfect did not make an error with this order. It was only after the terms for a standard return were stated that we were informed of damage. No photographs of the damage were provided at any time. Our policy also states that damage must be reported within two days of delivery or we have no way to file damage claims (per carriers policy as well). This damage was reported ten days after signing clean for the tub which is another reason we cannot process a damage claim on it. We can offer no further resolution for this tub which was received as good and if it has now been damaged is no longer returnable. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]You have been sent additional information via USPS regarding this claim. It has photographs (that were sent to the vendor) and other data that is revelant. It is a shame that disabled person who is 76 years of age and is on oxygen 24/7 should magically jump up and uncrate the tub in 2 days. That is why we had a plumbing contractor uncrate the box (couldn't get him to come in 2 days), and care giver send all of the data. 
I am sure that Home Perfect will not acknowledge their culpability in this. I would not have purchased the item if I would have had any idea of the numerous complaints against them. I just looked for the BBB rating.

n order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: I attached a copy of our company policies which clearly states bathtubs are not returnable items. This policy is available online at all times. If we had tried to get a return approved to the supplier they would have charged us restocking fees and you would be responsible for the freight to get the tub to you (that we paid) and the freight to get it back to the supplier. Once the return is made the agreement of the sale is void so you become responsible to cover all losses associated with the return of the order. Once these costs were explained to you the story changed, suddenly, to the tub being damaged.

The email attached shows a return request due to difficulty with the installation (difficult to fit through your door). This email was sent on 5/**/14 at 10pm est and you spoke to ***** the next day to discuss the costs to return the tub. The tub was delivered and signed for as good on 5/**/14. Reporting damage on the **** also falls outside of the requirement to report damage within 48 hours after delivery. This is not only our policy but our carrier policy as well. We have no recourse once you've signed for an order as good and we move beyond the 48 hour grace period to report damage. We understand the tub poses difficulty for the installation and we wish we could offer more help to you. We're sorry to say there is nothing we can do beyond requesting a return for you and, if approved, we will need you to cover the fees for the return. This is only fair as we placed the order exactly correct and sent you exactly what you asked for. If there had been any error on our part we would gladly absorb any loss to correct it for you. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Due to advanced age and health problems, we are not able to persue this any longer. It is a shame that this business has an A+ rating since their policies are morally challenged. Do as you will with the complaint, but it is not settled with us.
Sorry to take up your time on this matter
***** ******

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

9/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Majestic WR2500X02 Wood Insert Stove on Aug *** (they charged my ******** ******* in full the same day) and it said in stock and ready to ship 4-7 days. Three weeks later I called and talked to customer service and they said there was a delay and I would be getting it on the following week Sept *** * ***. We are now 6 weeks later after ordering the stove and they are still giving me the run around. I would just check there website today and it still say in stock and ships in 4-7 days. They are false advertising this product if it in fact not in stock and obviously cant ship it.

Desired Settlement: Full Refund

Business Response: We are very sorry for this situation. The stock feed from this supplier still shows the item is available and they advised me today it is still a few weeks out. We have been trying to get this shipped and getting nowhere. I have asked the merchandising team to do a detailed stock check and stop using the automated stock feed from this distributor that has caused us a few issues lately. Your full refund has been issued and we apologize again for the trouble with this order. 

9/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Item packaging arrived damage. Home Perfect sold a "Demo" "Fake" "Only Shell" unit not intended for sale. Upon opening unit it was clear It would not work due to the damaged packaging. I called ********* support and they also informed me I was not shipped their full release of the thermostat. Home Perfect sold me a damaged "Demo Unit" which was only sold to Home Perfect as a sample....not for sale product. ********* informed me they contacted Home Perfect in regards to this and as you can see Home Perfect has now taken the item off of their website. I have pictures and anything else needed to resolve this...I just want my money back in full. I filed a complaint with ****** and Home Perfect gave them a non-deliverable address when I was asked to ship product back...see USPS # **** **** **** **** **** **. This Item does them no good as it is not even what I ordered. Home Perfect has been difficult to work with and they are requiring ****** to have me ship the order to them...WHAT IS YOUR ACTUAL RETURN ADDRESS???...I HAVE SHIPPED BACK TO YOU WITH WHAT WAS PROVIDED AND YOU DID NOT ACCEPT! Below is a conversion time and date stamped with *********. This is BAD BUSINESS!...DO NOT PURCHASE ANYTHING FROM HOMEPERFECT.COM. Refund My Purchase in Full! ?Conversation Start Thursday, ?July ?**, ?2014, ??12:13:40 PM ***** *: Thank you for contacting ********* ***** Chat. My name is ****** How can I assist you? You: ******...Its **** ******.. ***** *: Hi ****, I confirmed, Home Perfect should not have sold you what they shipped. It was intended to be a demo unit. It will not work. You: Did you contact Home Perfect About This? ***** *: Yes. They have taken our product of their site and they should give you a refund in full. You: I appreciate that! ***** *: No problem. You: I will dispute this charge. Thanks again. ***** *: No problem. Thank you for contacting ********* ***** Chat. Conversation Ended ?Thursday, ?July ?**, ?2014, ??12:42:34 PM

Desired Settlement: Refund In Full Via ******

Business Response: The warehouse that shipped the thermostat insists it was not a demo and that they do not have showrooms to ever have a use for demos. They received the stock and simply informed us of the stock we could add to our site. We ship through various suppliers and we sell thousands of items and we do apologize for this oversight. There was certainly no ill intent with this sale. I've had to spend some time digging into this issue so apologize for the late reply. The item has been pulled from our website (thankfully yours was the only one we sold) and I approved your dispute on ****** some time ago so the funds should be back in your account. If you do not have your full refund please give us a call and we can look into this. Thank you!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******



 

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 'new' Jado faucet from Home Perfect this past weekend. They very quickly shipped me a rusted &damaged faucet that is not a real Jado product. I have Jado hardware in my home and the faucet they sent me wasn't even close to the color old bronze that I ordered. The center piece doesn't even fit the found cap. I have tried resolving the issue. They forced me to send multiple pictures of the product and the box it arrived in. I did this almost immediately. I have yet to hear back from them with an answer of how I can get my money refunded. The process has been so painful. They don't answer the phone and I have had to send multiple emails which take most of the day to return with no resolution. This company has an A+ rating with you but has 87 complaints filed against them. HOW ARE YOU EVEN accrediting them?????? Obviously there is a serious problem with the company that BBB is not addressing with a poor rating (which would help people be aware of their poor customer service and unethical practices.

Desired Settlement: I would like a full refund of $171. for the fake Jado faucet they sent to me.

Business Response: The invoice for the stock order including your Jado faucet, from Jado to our supplier for your order, is attached. We do not, and have never, sent fake merchandise to any customer. We have full confidence in our suppliers and have never suspected any of them sending fake merchandise nor had any reason to suspect such an extreme betrayal of our trust in them. Your item was a clearance item and is no longer available in the United States. It is entirely possible it was in the warehouse for a very long time and may have come into contact with water which caused rust. This was not known or suspected by the warehouse or they would not have shipped the item. We offer our apology for the condition of your item and the warehouse offers their apology as well. Considering the clearance status and condition of the item they do not wish to put it back into stock so they have credited the item back to us and we can issue your full refund once the dispute on the payment is lifted or approved. I have sent the records showing the authenticity of the item to your payment processor as well and I am awaiting their response so I can approve the full refund. Thank you. 

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We accidentally purchased the wrong oven hood and paid over $500. We did not touch it or install it. Under the Homeperfect.com return policy, the customer is charged a 25% "restocking" fee, in addition to being responsible for shipping the product back (which would be very expensive for large items, like oven hoods, but which I understand - that is not the basis of my complaint). This strikes me as a wholly unreasonable return policy. A percentage of the overall purchase price is not a reasonable measure, and certainly 25% is far too high. Essentially, they are asking us to pay $125 (25% of $500), plus shipping, to return to them a product that is untouched and which they can resell.

Desired Settlement: Homeperfect.com should change its return policy - returns of unused items should not cost the consumer anything (except maybe shipping).

Business Response: Your restock fee was reduced to the smallest amount possible just to cover what we will be charged by the warehouse that shipped your order. We don't like these fees either and always work to minimize them but with shipping, damages, and other possibilities returns can become quite expensive for everyone involved. Your item has made it back now and your refund is issued. Thank you!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was made to pay $93.75 for the refund, which I still find to be unreasonable.  For most businesses, refunds are free, except that the customer is sometimes responsible for the shipping costs associated with the return (which I also paid in this case).  I would like to be refunded my $93.75 as well, so that the refund is free.  Your arrangement with the warehouse is your issue, not mine - I would think that the returns would be an ordinary cost of doing business that you should accept and pay yourself rather than passing it on to the customer.

Best,

******   

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

Business Response: Under normal circumstances our return policy requires a deduction of the outbound shipping we paid as well as a 25% restock fee. This is clear in the attached return policy which is available on our site. I included the link to our return policy as well. We have been more than generous with accommodations considering range hoods are heavy and expensive to ship. You took advantage of our free shipping option originally so that was an expense we covered to get the item to you which normally would be deducted from a return because the purchase agreement is broken once the return is made. Your restock fee should have been $129.64 on this order and the shipping to get it to you should have been deducted as well. A lowered fee of just $93.75 means we did share the brunt of losses associated with this return with you. We offer excellent pricing on high end brands but we are not a manufacturer and therefore must pass the costs of returns onto customers making returns to the warehouses that supply our orders. The notion of covering fees for a return we did not choose to make is a nice idea we wish we could offer but it is simply not a reality. We are sorry you're unhappy as customer satisfaction is extremely important to us. However, we cannot absorb any further loss associated with your return. 

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered two "Flawless 24X40 Medicine Cabinets". Once arrived damaged and in unacceptable condition. We completed the return form on their website and sent an email regarding the damaged cabinet, agreeing to keep the non-damaged cabinet. I followed up via phone to confirm and was asked to again send photos. I was told that the photos do show the item is defective and that they will send a new cabinet asap and send Fed Ex to pick up the defective cabinet. Nothing has happened yet - no confirm sent, no tracking number, nothing. I am very worried that we will not receive a replacement cabinet. BBB shows an A+ rating which I relied upon when placing this order, however the reviews I have since read on **** make me very worried that we are being scammed.

Desired Settlement: We would like the replacement cabinet sent asap per their agreement via phone and email on 7/*/2014 to do so. If they cannot replace the damaged cabinet we need a refund asap. Other customers experiences show that this has taken months to accomplish and in some cases there was never a resolution.

Business Response: There is certainly nobody scamming you in this situation. Your tracking information is with FedEx tracking *************** and it is expected to be delivered to you tomorrow. It does look like the system did not generate your tracking update and we will look into why this happened. It was sent out last Wednesday the *** and coming from the east coast to the west coast so it took a full week. You can throw out the damaged cabinet. We've changed our damage claim process and will no longer be picking up severely damaged items. Please feel free to give us a call if you are needing more information. ###-###-####. Our customer service office is open from 9am until 5pm est Monday through Friday and salespeople are available to help from 9am to 10pm est every day. Thank you!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

We just received the duplicate medicine cabinet sent by Home Perfect and the inside mirror is completely broken. We didn't even take it out of the box.  Pictures were forwarded to ****** at Home Perfect. This matter is not resolved until we receive a product that is NOT defective.  If that's not possible we expect a full refund.  Thank you.   

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********



 

Business Response: I understand the cabinet arrived in good shape today! We will not need the damaged items back as the damage claims have been filed on them. You can throw them out. I do recommend taking off the hinges and keeping the shelves in case you need replacement parts in the future. Any parts that are good might be good to keep if you have a place to put them away. Sorry it took a few times to get everything there in good shape. Mirrored cabinets too often have shipping issues. Enjoy! Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ********



 

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sink for a kitchen remodel I am in doing in a home I am due to move in to in 2 weeks. I paid $314 for a Blanco 510-883R Wave 37 X 21 Inches Undermount Double Bowl Kitchen Sink In Satinless Steel. I opened the sink as soon as it was delivered. The box was intact but the product was severely damaged. I immediately went to their website and submitted a support ticket #**********. I got an email from a **** with home perfect asking for pictures of the damage so they can file a carrier claim. I promptly responded the box wasn't damaged and it wouldn't be a carrier claim and then a couple hours later I sent the pictures requested, as soon as I was able to get to the location to take the pictures. I have been emailing them for a week with no response. I went back to the website tonight and they closed out the ticket without any response or resolution. This sink cost a good amount of money and is now delaying my ability to complete my renovation because I need the sink to supply to my granite countertop people.

Desired Settlement: I wish to get a replacement immediately. It is absurd that someone can spend so much money for a kitchen sink to get this kind of service. I will never shop here again with continued service like this.

Business Response: Your order has been refunded in full and we do apologize your sink arrived damaged. Unfortunately we did not have more of them in stock and had no way to get a new one to you quickly enough. We know remodeling requires many things to come together at one time and when something arrives broken or doesn't work as it should it causes major headaches. We're sorry for this headache. 92% of our orders arrive unscathed to our customers and when they don't we do everything we can to remedy the situation. Unfortunately your situation did not have an easy or quick remedy. We hope the remodel turns out beautiful and apologize again for the sink being damaged in transit.

7/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The seller advertises on every webpage a "Low Price Promise" "We'll beat all major competitors" I asked them to "beat" Pex Supply's price. They refused. They would only match. This is a bait and switch tactic. This is the conversation I had with them. I am interested in MPN **** **** UPC ************ Brand Fantech Your price is higher than your competitor. How much are you willing to beat it by if I try your store instead of my normal supplier. ?You don't have any coupons similar to them and don't have their price either. ******* joined the chat ******* What competitor are you referencing? pexsupply is my normal warehouse If you can beat their price by more than 10 percent I will try home perfect as an alternative ******* We can match their price, but cannot beat. Well than I have not reason to switch to you because I am happy with their service and they are more established. Your site says you will beat an competitor price SO obviously that is not corect It says "We'll beat all major competitors" that does not mean match ******* We don't have the wiggle room to beat, . We do our match/beat reviews on a case by case basis. Well what can you do on this item to earn my business? ******* I can match the item, . I can't offer anything further. You can't even do 5 percent for a new customer? ******* No, we have no room on pricing. Can you ask your supervisor? ******* I am the ***** ******* here at Home Perfect. Wow. I am really surprised that you would not do more for potential new customers ******* It's a very heavily discounted item at an already competitive price. I have offered to match our competitor. Well I don't feel that is good business. Especially since your website doesn't say anything about matching, it only says beat and you have not even offered to discount by 15 dollars or something. ******* I'm sorry, . Our best would be matching the price of this item. Than you should change your advertising. If you do 15 dollars of Ill go with you. ******* I can't offer any more, . I've been honest and straight forward in my advisement each time. Ok. Well you can't do business with a merchant who won't even honor the promise tat is at the top of each page of their website. ******* Thank you for your feedback. I will post that on some sites. and this dialogue thats not honest business. or fair. ******* It is honest, . We are a small independently owned company and we do our best to match or beat competitors. In this case, we could match. Our advertisement is clear and concise and your questions were answered honestly and quickly. We cannot be bullied into reducing the price. Sure. But than your advertisement should read that you MATCH competitors price. Wheras your advertisement reads hat you BEAT competitors prices. So that is what we call a lie. How is that honest? How does that have integrity? ******* , again, I appreciate your feedback. Just because you answer questions does not make you honest. ******* Thank you for your opinion. and being polite is not being honest. However putting true statements on ones website is honest. ******* Thank you for your feedback. Have a good night.

Desired Settlement: To honor the price beat policy on the item.

Business Response: I spoke with your sales adviser and she states she did offer to beat the price you found elsewhere but not by the amount that you were demanding. There are times items are on sale elsewhere at very steep discounts and it will limit how mush we can beat the price by. The low price guarantee also cannot always apply to another companies clearance, refurbished, or open-box price as those are special situations that create a non-level playing field. We will, however, try to get as close as is reasonable to the low price even in those situations. We understand the need to save money and we love saving our customers money. We're sorry the price we offered in this situation did not meet the price you desired. We did, however, offer to beat the competitors price you presented.

6/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two identical lamps for a total cost of over $500. It took 3 months to receive them and when I did, one was broken. I requested replacement pieces for the broken parts and was informed they had notified the company that made the lamp and the parts would be sent out. After a month I asked again what the status was. The same response was given. After another month I opened a new ticket, as my last one had been closed, asking to now return the lamp as it had been five months since the order was placed and I still had no resolution. That ticket was ignored and promptly closed. To date, I have received no further communication from the company and my last ticket request to return the broken lamp was also ignored and closed. The quality of the products I received is terrible especially for the price and the customer service is atrocious. I will never do business with this company again.

Desired Settlement: I will return the damaged lamp and I expect Home Perfect to refund the cost in whole including shipping.

Business Response: Hello *****,
We have been trying continuously to get the replacement sent for you and have been told multiple times it is on its way or being sent. Once again on the 5/** we were told they are sending a replacement. They never sent us confirmation or tracking so we cannot see if they actually sent it or not. We are dropping this vendor after repeated issues and difficulty addressing orders with them. I approve the refund you have requested even if you do get the replacement. If you can email me or reply here with a good time to call I can issue the refund. Your credit card information drops from our system after 90 days so I will need a Paypal account or a card number to issue the credit to. We sincerely apologize for the extreme difficulty with this order.
Thank you,
****
********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 

5/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a new boiler size go-3 and a new go-3 burner. When I received the order everything look good. I proceeded to take out my old boiler and install the new boiler. After installing all the piping to the new boiler I was ready to install the new burner. I took it out of the box and installed it to the new boiler. After I install the new burner I noticed a tag the said it was a go-4 burner, one size larger. I looked again at the box the burner came in and the go-4 and the part number was go-4 but was changed to go-3. The go-4 is too large for my boiler so May **** I sent pictures of the box and burner to ***** my sales person and she said she will check the warehouse. Now they don't even answer the phone for me. Order # **********

Desired Settlement: Replacement with the burner I ordered go-3

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ********



 

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item which arrived defective because of improper packing by HomePefect.com. After one month back-in-forth, their representative **** sends me an email that I can return the defective item. The email indicates return postage will be supplied, however, it does not. In response I have sent three or so emails indicating to **** your email attachment has only return instructions, but no return UPS label. To date (started late last week) still no response. I will also move forward with my credit card company to dispute the original charges.

Desired Settlement: The above refund to include return shipping.

Business Response: Hello, sorry you are having trouble with the return label. There should be a link in the email, or in the document attached, that opens the UPS label for you to print it out. The tracking number for the label is *************. I will send another label just as a PDF attachment just so there are no more issues with the link. Look for the label within the next half hour. once the item is sent off we can issue your full refund. Thank you!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*************



 

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a faucet from Home perfect, they sent me a defect faucet, after I receive it, I called Home perfect about the problem. they sent me the label shipping to return it back, the track number *****, I shipped Tue on 12.**.13 and they receive it on 12.**.13 at 10:26 A.M. till know they did not refund me my money. I called them about that, they said they will refund me the money soon. today march,**2014 and no refund yet. Thanks

Desired Settlement: Refund me the money.

Business Response: The refund is being rejected by our system. This is likely due to the age of the order. I can send money to your paypal account used if that works for you and is still active. Let me know if that is good for you and I will send the money for your refund. It looks like a refund attempt has been made a few times on your order. Sorry they have not gone through. Thanks!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *********, and have determined that my complaint has NOT been resolved because: 

The seller (home Perfect) told me many time they will refund the money to me paypal account. I don,t mine to refund the money to me  paypal account or just send me the check, either one.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*************



 

Business Response: Hello,
The money has been sent to the yahoo email address used for the order through Paypal. The order was too old to refund the normal way and it rejected our refund every time we tried. I had to just send the money for you with our paypal account. Please let me know if you don't get it so I can cancel the transaction. Sorry for the trouble with the faucet and delay for the refund. 

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 items and 1 of the item advertised did not matched. What I received was an old Hansgrohe product. It took about 1 month to return this item and had to follow their procedure or else no refund. This started in Dec *, 2013 and now its Mar *, 2014. I still have not received my refund. This is ridiculous and I have e-mail several times just to get this one item return. I am going to call my credit card company while this is being processed and in case nothing is done. I am going to be in New York in 3 months and maybe I can collect in person if this is not settled by then.

Desired Settlement: I want my refund asap.

Business Response: Your refund was issued on March ***. I'm speaking to the reps that handled your order but it looks like the order was too old to refund without getting new card information. The information does not save in the system after 60 to 90 days or the card might have expired since you placed the order. Sorry for the delay. We hope you enjoy your trip to New York! Please let us know if you do not, in fact, have the refund yet. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ***



 

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Delta*** (Touch2o) kitchen faucet, and received a ***** (non-Touch2o). The emails that they sent showed the incorrect faucet for some reason, the one I received. I have ordered hundreds, if not thousands of items online, and have never had something like this occur. When contacting the company by their online form to request an exchange, I received a rude, one-line response indicating "customer informed by phone", with no option to proceed with any return/refund/exchange.

Desired Settlement: I want the company to first act more professionally, and to exchange this faucet for the correct one I ordered.

Business Response: Everything in our order system is automatic so only the item actually ordered will show on correspondence that is sent automatically to update you about the status of your order. I have attached two links showing the item ordered and the item you prefer. This is the item ordered:

*******
and this is the item you prefer:
http://www.homeperfect.com/delta-faucets-**-rb-dst-addison-kitchen-faucets-venetian-bronze.html
The price for the item ordered was $271.84 and the price for the item you prefer is $322.29.
There is record that you spoke with Mr. Bond on January 6th and he advised of the model number you preferred instead of the non-touch model. Then he informed you he could reduce the restocking fee we are charged by the warehouse to return the faucet you received and place a new order for the touch version of the faucet. It appears he was waiting to know if you wanted to place a new order so we could request a return approval because I don't see any correspondence beyond January 6th. 
Considering the time that has passed I can offer to waive the restocking fee entirely if you would like to return the faucet that you are not happy with. I placed a few test orders to see if the touch version was integrating as the non-touch in any systems but so far the orders have processed correctly. The only difference in the model number is a little "t" just after the **so either way this was an honest mistake. Let me know if you would like to order the touch version and we will offer a good deal on it to compensate for your frustration.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.  ******** from HomePerfect has agreed to exchange the wrong faucet for the correct one at no charge.  Thank you for your support.

Sincerely,

******



 

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: HomePerfect shipped the wrong product to my home. I ordered two heated towel bars in brushed nickel finish. Upon arrival, one of the towel bars was in a polished finish. I contacted HomePerfect to return the item. They requested a photo of the incorrect item, which I provided and then asked if I would like a refund or replacement. Since it had taken weeks for HomePerfect to acknowledge my issue, I opted for a refund. I requested a return label (RGA label) per their return policy and was assured it would be sent within 2 days. I have repeated this exercise 3 times now over the course of the past 3 months yet I still have no return label.

Desired Settlement: I would like HomePerfect to provide with a pre-paid return label so I can return my product for a full refund as was promised several times.

Business Response: I see return label was emailed to the email used to place your order on December ***, January **, and January **. HomeProductsToGo is no longer in business so I am taking over any issues still outstanding from before that site shut down. Sorry the emails being sent didn't seem to come through. Sometimes they are sent to a spam folder. I have asked the warehouse involved if the item has been returned and will ask them to take care of your refund as I don't have direct access to that old system. Let me know if you still need a return label and I will send it myself. If the return is already at the warehouse I will make sure they get your refund issued within the next 24 hours.  

1/21/2014 Delivery Issues | Read Complaint Details
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Complaint: I have contacted Home Perfect numerous times about a couple fan remotes that I have ordered. They stated they were shipped and recieved, I have contacted FedEx and they stated Shipper must file complaint. After numerous emails Home Perfect stated that they shipped again but did not provide tracking number. They stated that on said date it was dropped in my back yard. I have security camera footage and it shows no delivery on that date. I feel that I have been cheated. I have never recieved goods that I have paid for. Each time I email Home Perfect they state that it was shipped but will never call me back to discuss. My order number is *****and it was for 2 fan controllers totalling 108.00 dollars

Desired Settlement: Refund of monies paid or product shipped with a signiture required. I believe that if it was shipped, it was not shipped to correct address.

Business Response: Hi ***,

I am looking into your order to find the problems you need resolved. The order was shipped directly from the manufacturer to this address: 
*********************, California, ********
According to the manufacturer it was shipped via FedEx tracking # ************and delivered on September ***of 2013. We responded to a request for information you sent on September ***and informed you the item had shipped. There was no other word of this order not being delivered, that I can see, until December **nearly three months later, which is too late to file a lost claim.
 However, I will speak to the rep that handled your order about reading between the lines better. If you are requesting tracking on September ***after a September ****delivery it should become clear something is not going right and he should have thought to file a lost claim at that time. It is far too late to file a lost claim now and the order is too old to reissue in our system so my only choice is to refund your order. We do apologize for the issues you ran into. I will email you personally at the yahoo address you placed the order with because I will not be able to issue a refund without new card or paypal information. Card information drops out of the system after 90 days. I will look for your response. Thank you, *****. 


1/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The item I ordered from this company was not of the dimension or specification described on their website at the time of purchase. Due to the lack of an accurate spec sheet there was no way to know if the item would fit which is doesn't. Additionally, the item was delivered opened with the quality control seal broken. Additionally the condition of the item when received was filthy and covered with dirt. They still want me to pay a 25% restocking fee which I dispute but they don't respond to calls and refuse to let me speak to anyone in the company of any consequence. All calls are forwarded to a call center in India where no one helps you.

Desired Settlement: All I want to do is return the item and get a full refund.

Business Response: The item description on our site is as follows:

Description For *******************

Helpful Information

· 2 Hole Installation
· Ceramic disc valve
· 10" Spout
· 1/2" - 14 NPS connection
· 4" centers
· 2 Hole Mount
· 7/8" Max Deck Thickness
· Flow Rate: 2.2 GPM @ 60 PSI

This description is the complete description offered to us directly from the manufacturer. In your order notes it states a request for a photo of the condition was denied and without this photo we cannot request a return authorization from the warehouse that shipped the item. It is not our warehouse and they require proof from us in order to process a return on a damaged or defective item. Please forward photos to *********************** and we will be happy to process your return with no fees. 

1/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought a granite composite sink, which spontaneously cracked under normal working conditions. I opened a "ticket" online, reporting the defective sink. I received an email back stating to "contact the manufacturer". I did contact the manufacturer, and they stated that I needed to contact the place I bought the sink from, so they could start a return and replacement for the sink through home perfect's distributor. I contacted home perfect again, explaining this, and have been ignored since. that was a week ago. I attempted to live chat on the site also, and was ignored.

Desired Settlement: I need to buy another sink, from another company, because if there is another problem with the product, I won't trust home perfect to address the concern.

Business Response: Your sink was delivered on July ******, 2013 and nothing was reported until mid-December which leaves us at the mercy of the manufacturer to issue the RGA and get an exchange completed. We have requested a defective RGA from the manufacturer but we cannot guarantee it will be approved. Upon approval we will certainly issue a full refund or a new sink. I will contact the manufacturer via phone call to inquire further about where this RGA stands. The holidays do tend to slow down this process but we will push it along for you. Getting the defective credit shouldn't be a problem as long as they determine the sink was installed properly and used in normal working conditions. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *********, and find that this resolution is satisfactory to me , if they follow through as they have promised.

Sincerely,

**************



 

12/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Grohe sink faucet that arrived without part to operate it. It had no handle. It should be part of the faucet, but it was a defective $400.00 item that I tried to return, but they would not even respond to my call. I have been remodeling my kitchen and have had no sink for weeks and I have a small child to look after. The customer service was unacceptable. A sleepy sounding rude man from abroad answered a phone and told me to call later withou helping me at all.

Desired Settlement: Pick up of defective merchandise by the company and refund of credit card charges

Business Response: Below is the email sent to our customer on November ****. I will be happy to offer a full refund if our customer can ship the faucet back. We cannot send handles that are not included with the faucet but have provided the options for handles and offered the best deals we can offer on them. Many high end faucets do not include handles because there are options for the style of handles you prefer. The term "less handles" is an industry term we use on our site to let people know when this is the case. We are updating our site to also say "handles not included" in order to avoid this issue in the future.  


"Hi ****, This is the response that had been sent to you previously. We hope this information made it to you before. There are a few brands of faucets that do not include handles with some of their faucets. This is because there are options for the type of handles you prefer. Below are the part numbers for the handle options for the faucets you ordered. Links are provided. As per manufacturer handles (knobs) need to be ordered separately. The ***** can take either a ***** or ***** in the ZB0 finish. The same for the *****. ************************************************************************************************************* *********************************************************************************************************** *** ****** **************************************************************************************** ******************************************************************************************** Our price for two sets of the lever style handles (********) is $245 but I can knock it down to $225 with no tax and shipping of course. We have two sets in stock and they would ship with 48 hours after ordering. We do not have any of the cross style handles (********) in stock unfortunately. It would take four weeks for us to get them to you. I hope this helps and apologize for this information not making it to you previously. Please let us know what else we can do."

12/7/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered 4 mirrors and when they arrived 1 of the mirrors was broken. I feel it was due to poor/no packaging protection. They were just all placed in a box and shipped. No bubble wrap, peanuts, etc. to protect them during transit. I contacted Homeperfect immediately and also sent a photo. They informed me that "I" had to file a claim with FedEx (shipper usually files claim)for the damage. They also had FedEx come to my home and pick-up the broken mirror and return it to them. FedEx sent me a letter stating that they would require a written & signed document from Homeperfect relinquishing there right to file a claim (again, since it is normally the shipper who files). I emailed and called Homeperfect asking them for this documentation, which they never supplied. For this reason FedEx has denied my claim. I have contacted Homeperfect several times requesting a refund, but just get ignored! I am now out $57.39 and Homeperfect even has the broken product!! I have nothing but an emptier wallet and a bad experience with this company. Even wrote to them and requested a refund one last time informing them that I was going to file a complaint with the BBB and still got no response!

Desired Settlement: Would just like my $57.39 refunded.

Business Response: Hi *******, I left you a voicemail. We filed a damage claim on our end so I'm not sure why you were ever told to file a damage claim yourself. Seems there was some confusion for sure. I do apologize and will speak to the people involved with your order. I found that you were refunded for the one damaged mirror already but I also found we do have one more of the mirrors in stock and I can send it to you free of charge as a toke of my apology. I truly have no idea why you were told to file a claim yourself. I know you will need to respond here but give me a call or email as well about the replacement mirror so I will know to get it shipped or not. Thank you. -****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****



 

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two lamps from this company on 10/**/13 and i canceled them almost immideately after that. I received a conformation of conselation but not my money back. On 10/**/13 I made an inquiry to the company about my money back. The next day they responded that they will look into it and get back to me. I am yet to hear from them. I emailed them again on 11/*/13 and 11/**/13 with no result. I would be attaching all my communication with this company in trying to receive my refund if there is a place for attachments. Please assist me in getting my money back. Thank you!

Desired Settlement: I would like to receive my money back. Thank you!

Business Response: Hi ***,

I am having a hard time getting information from the manufacturer and the vendor on your order. The vendor claims the order was delivered on November **** via UPS tracking #'s ****************** and ******************. The manufacturer then tells me these items are discontinued. Did you receive them? Would you like to return them? Let me know and I will take care of it. Sorry I took so long responding to this. I had to correct a notification error with the BBB system and my email. If you wish to return these I will issue a full refund for you. Thank you. 

12/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a faucet online, the product was backordered. When I finally did received the order, it was an older model that did not have the features listed on their webpage. I told HomePerfect of their mistake and I would need to return the product. HomePerfect informed me it was my mistake and I could pay restocking, return postage and some other bogus fee. I declined their insult of an offer and contacted ******. I then get a phone call from HomePerfect, maybe there was a warehouse mistake. Too late HomePerfect, I want my money back and ****** agrees with me. Without ******'s advocacy I would be stuck, this company did not respect my complaint and tried to intimidate me as a customer. They are probably sending all their customers these older models and hoping no one notices.

Desired Settlement: This company never apologized, never treated me dignity or respect.

Business Response: Your full refund has been issued. We confirmed with the manufacturer the faucet we sent was the correct item. We do apologize that you were not satisfied with it and we especially apologize you feel anyone was rude to you. 

11/29/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I ordered Cassablanca fans from them based on their advertising stating they would ship within 2-3 days.. ***************************************************************************************************************** After waiting over a week for any shipping information, I messaged them via their online chat... The oerson I spoke with via chat on Weds told me that my item was enroute and would be delivered by days end. That he would send me my tracking info via email. The product never arrived on Weds. Thursday I contacted online chat again and apparently an item on my order was backordered and was holding up shipment. Not anything like what was stated on Weds when I contacted them. I immediatly cancelled the backordered item and was told item would ship and that I would get an email with the tracking information. Never heard from them so Friday I CALLED the customer service line and got a man who didnt speak good ******* at all. He told me that the item was cancelled from back order and they are waiting for shipment tracking information from the manufacturer but he would send. I requested that because of all the issues and because I needed the product a week ago that I would like the product shipped overnight. ***** the supervisor agreed and said he would send me the tracking information via email. As of Monday 9/**, I recieved nothing from the company regarding tracking information on the products so I contacted customer service again via online chat... Finally after waiting forever, they gave me tracking information. Upon entering that information into the Fed Ex website, it stated that this was a new tracking number and no information was available. I requested from online chat whether the information was correct and **** said it was as of 9/** but couldnt tell me how the package was sent whether overnight, 2 day or ground. 4 seperate times I contact this compnay to get information on my shipment and no one could answer but only give me the run around. I wouldve never had ordered fro this compnay had I known it would take 2 weeks to get the products in question.

Desired Settlement: I would like the products shipped to me ASAP and a refund given for the products for the aggrevation and issues it has caused with the homeowners for the unit it is going into.

Business Response: Our lighting/fan orders ship directly from the manufacturers which limits our control of when things are shipped. I looked through your order notes and see the 60 inch downrod was backordered with Casablanca which was holding up your whole order. We had to cancel that item to release the rest of the order for you. We have already refunded you in full for that item. I see we were constantly requesting updates and information from the vendor but some of the vendors do not get back to us as quickly as we would like. I am sending a copy of your complaint to them as well. Before I get into compensation the next issue I see on your order notes is that the fan blades are not included with this fan. We can send you these blades at our expense but need to know the color you would like. The options are High Gloss Cherry, Dark Cherry, or Walnut. I'd like to get these sent out this week so please let me know ASAP. In the meantime I will look at the options we have for compensation. You can contact me directly at extension *** or ********************. Thank You, ****. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I did call to request those and was never asked this at that time.  As I stated many many times in various forms of communication to your company, I needed those fans sent to me complete.  In the meantime, I have had to order my own blades.  When reviewing your credit for the poor customer service, please include the $75 per blade set refund to me as that is what I needed to pay to get the blades.  So a total of $150 credit and then whatever compensation for the aggrevation.

Thank you,

*** *******

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
*** *******

Business Response: I thought this complaint was closed and apologize for not responding earlier. I refunded you the $150 you had to spend for the blades and an additional amount including the shipping you paid for a total refund of $324.95. We have updated the site for Casablanca fans that do not come with the blades and apologize for our oversight. We hope the additional compensation over the cost of the blades is satisfactory for you. Thank you. -****

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a Capital Lighting Fixture on 7/**/2013. Item was out of stock and backordered. Product was direct shipped from the manufacturer and received approximately the middle of August. Within about 2 weeks of receipt, we opened the box for installation on Saturday, 8/**/2013, and found that the main electrical cord coming out of the top of the main assembly is severed. Through the website, I placed a request that day for a return authorization along with photos of the defect. Received an automated response which promised a response within 48-72 hours. Received a custom email response on Wed, 8/**/2013. Response stated that our return request had been forwarded to the manufacturer, requesting an RGA and shipping label for the defective item as well as to confirm when are they going to ship new replacement item. I waited patiently for further information. Finally, almost two weeks later, I sent an email on Monday, 9/*/2013 to see if I could get a status update, but did not receive a response. On Wednesday, 9/**/2013, I had not received a status on the request, so I placed a call to Customer Service to get an update. First level of customer service kept telling me that once they had the request, they would respond with 48-72 hours. I explained that I had received an initial response and needed an update. I was transferred to another person who placed me on hold and indicated that he was trying to call the manufacturer. He returned to the phone within a couple of minutes and said that he was unable to reach Capital Lighting, and that rather than keep me on hold, he would continue to call and would call me back within 30 minutes. No call back was received. Two days later, I placed another call to customer service on Friday, 9/**/2013, at 9:30 AM. I was told that there was no one there to discuss returns, but that the person would be in at 11:30 AM EDT and I was assured that this would be his top priority. Again, I have not been contacted as promised and there has been no response from Home Perfect.

Desired Settlement: I want a replacement light and a return label for the defective product. I have an unfinished project in my dining room and tomorrow will be three weeks since my request was placed.

Business Response: I must apologize for not providing an earlier response. I did not get the normal notification for a complaint in my email and was not aware of your issue. I looked at your order notes and see that on September **** we were told, by Capital lighting, that they had shipped a new light to you and that you could throw out the defective light. If this is not the case please let me know. I will get the light sent out or get your full refund issued at your request. Again, very sorry for not responding to this sooner. Hopefully by now the light is installed and working great for you.  

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a light fixture from HomePerfect.com -Access Lighting 50108-BS/CLR( Aquarius Semi Flush or Pendant in Brushed Steel With Clear Glass) for the price of $276.64 The package arrived in good condition, and after opening everything in the box seemed to be OK. Our electrician started installing the fixture, but there were 2 sets of 3 missing parts( marked A- Rod 1, B- Rod 2 and C-Rod 3 on the instructions). On September **,2013 I filled a return request with the comment, that we just need the missing parts if that is possible and not return of the item. I received a automatic return conformation shortly after that. The next morning (9/**/2013) I called and explained the situation. The costumer representative told me if I want to call the manufacturer and check if they have extra parts, so we'll know if we should return the item or just wait for the missing parts. We called Access Lighting (manufacturer) and they said that they need a call confirmation with detailed explanation of the missing parts and the order number from Home Perfect, so they'll know where to send the parts. Later that day I called Home Perfect to confirm that I'm keeping the order and I'm waiting for the missing parts. On 09/**/2013 I called Home perfect expecting information for package tracking, but they still couldn't answer my questions, stating that nobody from Access Lighting responded, and they cannot contact the manufacturer's Customer Service. They assured me that as soon as they know something they will let me know. The same evening I called again and asked for an advisor. I spoke with ***** **** (ext.***) and asked if any progress was reached between their company and the manufacturer. He notified me that the same morning the request was send and they need 24 to 48 hours for respond, but he will personally take care of the problem. At that moment I saw no interest from that company to fulfill the order. I called the manufacturer (Access Lightning) and explained the situation. It took 10 minute conversation to fix the problem (I will attach the emails with them). On 09/** I called Home Perfect to tell them how disappointed we were from their company. They still didn't have any respond from the manufacturer and they just needed more time. Through our conversations I was disconnected twice and obviously the advisor didn't want to talk to me (with the excuse that he wasn't there at the time). Their customer Service was notified for upcoming city inspection, which we failed to pass on 09/**/2013.

Desired Settlement: After spending over 105 minutes on the phone with HomePerfect.com, who had no interest and progress to fulfill the order we personally feel very upset and distressed from this company. At the end I communicated and reached my goal spending only 10 minutes on the phone with Access Lighting(manufacturer). We believe that some kind of refund should be desired after the company failed to deliver the product that they advertise and sell on their website. The payment was made in full and we expected the product to arrive as announced. We also failed an inspection, which cost us more money.

Business Response: Our lighting orders are shipped directly from the manufacturers. Any parts that were missing would have been left out by the lighting company itself. I see a note on your order that we originally requested the parts to be sent to you on September **** which is the day we were informed of the missing parts, from what I can see. Had you called before this?  I then see this note on the order on September ****... "Hi The missing parts are already shipped out via FEDEX with tracking ************** This shipment was delivered on September ****. Was this information not accurate? I'm sorry to hear you ran into issues with your order. I can offer a $25 credit to you as a token of apology. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ******



 

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I order 2 fireplaces from this company. I was interested in one but there was delay in shipping. So **** from home perfect suggested going with a much more expensive unit and informed me that I would get the product within 2-3 day and the fireplaces would complete in complete package including fireplace back bricks. This was a special unit that is directly from majestic distributors don't home perfect does not even have on there website. As suggested by **** from home perfec, I order the "special" fireplace which was 1500$ versus 700$. When 4 days passed by I still did not get the product and when I called home perfect **** told that is out of him hands now because majestic is shipping the fireplaces directly. So when I get the fireplaces 10 days late, they are incomplete, missing mounting brackets and the fireplace back bricks. So I called **** back and he say he will call me back before end of day, so 4 days later I call **** and he say that the back bricks and the mounting brackets are not included and he is very sorry sorry not he miss informed me and that if I wanted the additional items I would shave to pay for them . I think this extremely unprofessional and and unfare coduct of business , to sell one product and ship something different or incomplete

Desired Settlement: A refund for the firebrick and the mounting brackets or ship the outstanding items

Business Response: This is the information from your salesperson I received. Can you fill me in on your side of the story? 

"The customer called asking about a fireplace that was out of stock.  I got some recommendations for comparable models from the manufacturer which I passed along to the customer.  He decided to place the order, and I informed him that the order would ship out within 2-3 business days (so he may have been a bit confused and was under the impression it would take 2-3 days to reach him). At the time of placing the order I asked the customer if he wanted to order any accessories for the fireplaces (i.e. the bricks, louvers, etc) and he said no, he’d come back to me later if he wanted those items.  The customer received the product within the time I quoted him (7 business days I believe).   About a week after receiving the order, the customer called and said that he needed a direct vent fireplace.  The fire place he was initially looking at was not a direct vent and at no time did he mention he was looking for a direct vent fireplace.  While we did all we could do to help mitigate the circumstances for this customer, we didn’t recommend an incorrect item.  Since it’s a direct ship item, unfortunately the manufacturer does charge a restock fee to return it."
I will need to know your response to start considering resolutions. I look forward to finding a satisfactory settlement for you. Thank You!  

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August **, 2013 I called Home Perfect and purchased a Mico faucet #7753-PN for $208.95; Order #**********. I received the Mico faucet on August **, 2013 by FedEx. The faucet is used, defective and damaged. The shipment contained the faucet, inside the original box also was a letter from a design company describing the defective faucet along with the diagram of the problem. The faucet had previously been installed and was damaged due to the installation. The documents are dated November *, 2008. I contacted the sales department the same day, August ****. The return department was closed for the day. I sent an email and photos documents to the sales department; The following day I called the returns department, spoke to a person by the name of ****. He asked me to forward the email and photos I sent to the sales department. I did so. I also requested a full refund; to receive a refund, the company must issue an RGA number. I use the company's website to fill out a form requesting and RGA number and return label for a return shipment; also attached the same photos and requested a full refund. They ask for a 48 – 72 hours to reply. To date, I have not received any correspondence, email or phone call. I'm waiting for the RGA number and a return label to do so. Also, asking for a full refund in the amount of $208.95.

Desired Settlement: Issue a return pick up for the faucet by FedEx. Issue a refund on my credit card for the amount of $208.95.

Business Response: Hi *** ***,
I have contacted the lead at the warehouse about this issue. He is going to have someone check through the clearance items and make sure more defective returns aren't mixed in the bunch. Your case is certainly an anomaly and we do apologize. The warehouse is a high volume environment and these things do slip through the cracks at times. I went ahead and issued your refund as your salesperson informed me you have no interest in a replacement. We are waiting for an RGA to be issued from the manufacturer and if it is not issued we will request for the warehouse to issue the RGA. If you do not see the RGA by Friday morning email me at ******************** and I can go ahead and send you a mailing label. I asked if we would even need the item back and was informed we will need it. Sorry for the hassle. Thank You.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:



I have received emails with instructions on returning the faucet. The faucet has been returned via FedEx.

I have received emails about a refund; to date I haven't received the refund of $208.95.

Please follow through with your commitment per your email. The phone number supplied with your email and transaction number is for merchant use only; I'm not allowed access to verify the transfer.

 


Sincerely,

******* ***




 

Business Response: Your refund, in full, was issued on September *** at 10:21am. It was issued to the Visa ending in *** that you used for your original order. The transaction confirmation number is ********** and our credit cards are processed through *************. I previously forwarded contact information to you to contact ************* because once I have issued a refund and that refund shows as a successful transaction in my system and on ************* there just isn't anything further I can do. Please refer back to my previous email and contact *************. I agree it is strange it hasn't shown in your account yet and I wish there was more I could do but this sounds like a technical issue with *************. Sorry.

9/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 4/**/2013 for several shower/bath products equaling $1,131.79 for our new basement bathroom. Because we were in the early stages of finishing or basement it was ot time yet to install these items. Two weeks ago we opened all the boxes as our contractor is now ready to install everything and noticed that we are missing one of the items ordered. I have emailed this company and they did not respond, I left messages and again no response...I finally got a hold of someone who spoke very little english and continued to tell me that the item is in the box eventhough I tried telling him multiple times that it is not. I asked to speak to a supervisor and he hung up on me and I have had no contact with them since! I have already purchased this item from another vendor and I will be more than happy to provide a receipt. The items is a $33 wall supply elbow and the cheapest thing on my order but I had to have it in order to install the $415 hand shower that I also bought from them. My frustration is in their lack of customer service and accusatory manner of treating a customer. If I was trying to cheat them out of money or product why would I pick an item that is $33 when I have spent over $1,000???

Desired Settlement: I just want my money back for the item that I did not receive because at this point I've purchased it from another vendor!!

Business Response: I left you a voicemail today. Please email me or call and I can clear this up for you. ********************. or ###-###-####. I would like to know who you spoke with previously as well so I can address this issue. Very sorry for the experience you had.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Newport Brass 850/04 Seaport Widespread Lavatory Faucet in Satin Brass PVD from Home Perfect on July **, 2013. I picked up the item from Point Roberts Letter Carrier on July **. When I received the item, it appeared used as evidenced by the tarnishing and missing pieces. I sent an inquiry for a refund of the item because of its condition. An e-mail was sent to me with an attachment of the return process. In the e-mail it stated that the electronic label needed to be printed within 10 days and that failing to do so will result in being charged for a new one. The links provided did not work. I e-mailed the company back on the day I received the initial e-mail (August *) for them to send me new links that work to print the electronic label. I then sent them another e-mail on August ** because there was no response to the e-mail I sent on August * and that the electronic label would expire soon. It has been 13 days since I sent my second e-mail and there still hasn't been a response to resolve the problem.

Desired Settlement: I want Home Perfect to send me an electronic shipping label that actually works in order to return the defective item and to refund the purchase to my paypal account.

Business Response: I sent you a new mailing label. Please let me know if this one does not work. ********************. Thank You!

8/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Toto toilet in early June and received it about a week later. A few days later I got around to installing it. Everything was fine, except the toilet lid was completely shattered. It was packed loosely in the box and didn't fare well during transit. I called Home Perfect on June ** and was told the I should receive a new lid directly from Toto within a week or so. After several calls back to Home Pefect, an online ticket submission that was ignored, I'm still waiting for my lid (it's now Aug **). HomePerfect customer service has told me on three separate occasions that the lid would be shipped. At this point I can only conclude that they have deliberately lied to me, with absolutely no intention of ever shipping it to me. I've wasted quite a bit of time on this and have had to live with lidless Toto toilet for far too long.

Desired Settlement: At this point, I don't have any faith that Home Perfect will actually send the lid. I'd rather get a $60 credit to my credit card so I can buy one from **********

Business Response: Normally the lid would have immediately been sent to you directly from Toto but in your case the lid is backordered with the manufacturer. We have a PO for it with Toto as of June **** but clearly they have not been able to fulfill that order. If a normal order is backordered we are alerted but replacement parts work a little different and our team just discovered the backorder status on your lid when checking on it. According to Toto the lids are backordered for up to eight weeks. I can leave the order open while you seek the lid elsewhere. If you find the lid in stock somewhere you can let me know and I will refund the $60. This way you at least have the lid on order somewhere in case nobody has it. Very sorry your replacement lid is affected by a backorder situation. If you want the $60 credit I can issue it any time. Let me know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  I find that their proposed resolution is satisfactory to me and the matter will have been resolved once they credit me for the cost of buying the toilet tank lid elsewhere.  I just placed an order at ********** (see attached invoice) for the replacement part and expect to receive it later this week.  Note that the invoice shows a total cost of $65.11, but that is net of a $1.73 credit that I had on account with ********** due to a previous transaction.  If needed, I can furnish proof that this amount was credited to me by **********.  The total amount that HomePerfect should credit me is actually $66.99.


For the record, I would like to make it clear that over the course of the past two months (June ** to Aug **), HomePerfect never mentioned ANYTHING about this item being backordered, which is now their stated reason for the delay.  Instead they repeatedly either told me that the part was on its way or failed to respond to my queries.  If they had chosen to disclose the real reason for the delay I would have understood and would not have initiated this complaint.

I sincerely appreciate the quick response I got from the Better Business Bureau - thank you for your very effective intervention.  I trust that HomePerfect will meet their commitment to credit my account in a timely fashion.  I won't hesitate to provide you with additional feedback if they do not. 


Sincerely,

***** *****

8/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a shower arm from Homeperfect at 10PM on 7/**. The price was one of the lowest I found on the web. By morning I realized I was going to have an issue with installing this shower arm, so I cancelled the order online according to Homeperfect's policy. I received a confirmation of my cancellation at 6:21 am on 7/**. At 12:11 PM an agent from Homeperfect posted a comment on my order, but I never received an email from Homeperfect telling me a comment had been posted. Instead I got an email at 4:07 PM telling me my order had been shipped. Knowing a little bit about how Fedex's computers work, what it really meant was that someone actually entered the shipment onto Fedex's computer, printed a label and slapped it on the box. So even though the agent from Homeperfect said my order has been shipped at 12:11, almost 6 hours after I cancelled the order, it was even entered in Fedex's computer until 4:07, nearly 10 hours after I cancelled the order. The order was actually picked up by Fedex until after 7PM, 13 hours after I cancelled. On 8/* at 6:25 am I went online, following the procedure on the web site and requested an RMA for the return of the item I had cancelled. I received an email confirm my request and informing me that I would a response in 48-72 hours. Since this was a Friday, I didn't count the time over the weekend. and figured I should hear from no later than the close of business on Tuesday 8/* it they were going to make their commitment from the email. No response. I even sent them an email to the email address they specified to contact at 4:20 on 8/* asking if I should expect a response soon. No response.

Desired Settlement: I would like to return the product and receive a full refund including shipping.

Business Response: Online business prides itself, and survives, on getting orders shipped as fast as possible. It can make cancellations a sticky process but we do apologize for the issue you have with your order. I'll explain some of our process for a better understanding. Once an order is placed a ticket is created to have an item pulled and prepared for shipment. This is often done first thing in the morning with orders from overnight. By the time our customer service office opened it is likely your item was pulled for delivery preparation and on the FedEx trailer that is picked up at the end of the day before we were able to cancel the order. That doesn't mean my team shouldn't have made a special request to have the item pulled off the trailer before it was picked up but I do see how your situation probably occurred. I am making the request for your return today. It takes up to three business days to get a return approval from the warehouse and a mailing label printed for you. If you don't have the return information by next Tuesday morning please email me to investigate further. ********************. I will see to it your full refund is processed as soon as the return is on its way to us. Sorry for your trouble. Thanks for shopping with us. -****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the proposed resolution is satisfactory to me.  I do not consider this matter closed until the items promised in the proposed resolution have all been met.

Sincerely,

****** ******



 

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a kitchen faucet and it arrived on 6/**/13. I opened the box the next morning and the faucet had what appear to be clamp or vice marks on the neck. I followed the online instructions for reporting the damaged item and requested an exchange on 6/**/13. Since that time I have sent no less than 6 follow up emails. After 3 of those emails I was told they finally received the information about the damaged item and would be in touch. It took 2 more emails to get confirmation that they would exchange the faucet. I finally was told that I would receive via email a return shipping label within 48 hours. That was 8 days ago, still nothing. No follow up. So in summary I have a damaged faucet, credit card bill for said faucet, and poor unresponsive customer service who may or may not allow me to return the faucet.

Desired Settlement: At this point we would like a replacement asap since this is holding up finishing our kitchen renovation.

Business Response: Hi *******,
Sorry you've had trouble with this return. The RGA and mailing label have been issued but for some reason it did not make it to you. I have requested everything to be sent to me and will forward it to you later today when I receive it. It will come to your aol email account so keep an eye on the trash and spam folders in the case it is flagged as spam. We are certainly willing to replace the faucet or fully refund you. I ordered your replacement but unfortunately your item is out of stock in the warehouse. Grohe products typically take about four weeks getting to you if they are out of stock. I'll email you personally with your return labels and you can let me know if such a wait for the replacement is even possible. Very sorry this order didn't turn out well.
-****

7/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product on order #********* on 6/**/2013 for $244.14. It is now 7/**/2013 and I still do not have any shipment confirmation information from Home Perfect. I've submitted three requests on their online help desk to request a shipment date on 6/*/2013, 6/**/2013 and 6/**/2013. They keep telling me they will give me an update because the order is with a manufacturer. I have not received an update. I contacted click to chat twice and both times, the click to chat person (one named “*******”) dropped my conversation when I questioned them about their cancellation policy or getting contact information about the manufacturer so I can check on my order myself. This company is not transparent, completely evasive, and not helpful to their customers. I consider this fraud since they've charged my credit card for the items two weeks ago and they cannot confirm when my order will ship not give me any other information. The click to chat people let me hanging for 15 minutes each when I questioned them about cancellation. Finally I gave up.

Desired Settlement: I need to cancel my order and expect a full refund.

Business Response: Hi ****,
Very sorry to hear you've had trouble contacting us for information. I will be discussing your situation with my team and we are looking into ways to improve our lighting sales process. I looked into your order this morning. I did try to cancel it per your request but the manufacturer then provided me with a tracking number for your shipment. It is shipped FedEx on June ****. I will email the tracking number to you right after sending this response. I am also going to request that our online chat system be checked for the issues you mentioned. If you still want the light please let me know or if you want to return it just refuse the delivery or I can set up the return at no expense to you. Again, sorry you ran into these issues. I hope this helps. I will email everything to you personally and you can work with me in the future. Thank You.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ********



 

7/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on the website homeperfect.com, the company shows a picture of one product but links it to another when the order is processed In particular the product is the insinkerator evolution with septic assist. This product is sold on other sites for $199, the same price as homeperfect. Other source said they would not be able to get the product for 3-4 weeks. Home Perfect said they had it in stock and would ship it. Another product arrived, the Badger 5XP, a product listed on sites for $114. This prodict carries a three year warranty where the evolution carries a four year warranty. When I contacted the business, they said they did not have the evolution in stock and it would take 3-5 weeks to get it in. Insinkerator lists the badger 5XP as retail of $198 and so Home Perfect said they could not give me the price other sites offered. My plumber had already installed the product before I knew it was the wrong one, so I did not expect the company to give me the product I had ordered, the Evolution, but rather to give me the difference in price that I could have bought the product they sent to me from another source. I had purchased two of the disposals and requested $65-80 per unit refunded. They denied the request and 48 hours after becoming aware of the discrepancy in their website had still made no attempt to correct it.

Desired Settlement: Credit to my VISA of $130-$160.

Business Response: The customer placed an order for the ins75993 which is the same as the Badger 5xp. we sell the model for the same amount the manufacture sells it for. Please see the manufacture's site for further info on this item.  When the customer placed the order, we did have an incorrect item on our site but our page also states "Image shown may differ from actual product appearance especially finish and color." 
The customer was told we can not sell this item at the $114 because the other sites are way below Map Policies, and we would get into trouble with the manufactures if we sold this item at such a low cost.  The item the customer is interested in is almost twice as much as the item she purchased so I do not think she would be able to find this one at $114.00.

A $

on the website homeperfect.com, the company shows a picture of one product but links it to another when the order is processed In particular the product is the insinkerator evolution with septic assist. This product is sold on other sites for $199, the same price as homeperfect. Other source said they would not be able to get the product for 3-4 weeks. Home Perfect said they had it in stock and would ship it. Another product arrived, the Badger 5XP, a product listed on sites for $114. This prodict carries a three year warranty where the evolution carries a four year warranty. When I contacted the business, they said they did not have the evolution in stock and it would take 3-5 weeks to get it in. Insinkerator lists the badger 5XP as retail of $198 and so Home Perfect said they could not give me the price other sites offered. My plumber had already installed the product before I knew it was the wrong one, so I did not expect the company to give me the product I had ordered, the Evolution, but rather to give me the difference in price that I could have bought the product they sent to me from another source. I had purchased two of the disposals and requested $65-80 per unit refunded. They denied the request and 48 hours after becoming aware of the discrepancy in their website had still made no attempt to correct it.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

My plumber did not know that the unit was incorrect. He simply knew he was installing garbage disposals. But beyond that, I had a sink out of commission and a plumber with a tight schedule.  Your company said they could not get the units for another three weeks. I still expect the compensation of the units replaced with the correct units, my plumber paid to do the work, and your company to send return labels to return the product incorrectly shipped.

****** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: The offer of $130.00 or a return with full refund remains. I am sorry we cannot offer to cover your plumbing services. Enjoy your Holiday!

6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We told them that we need the order by Tuesday but they said that they can only deliver by Friday.We were told that they will call back on Thursday but never got a call.Couple of emails over the weekend went unanswered.Now,they want to charge a cancellation fee of $117.I wanted to solve by talking to a supervisor but she wouldn't connect me to the supervisor.

Desired Settlement: Waive the Cancellation fee

Business Response: I do not know how to respond to the bait and switch complaint because we do not run our company like that.  Once an order is complete, the price of how much the customer is charged is on the screen. We cannot issue a refund for the amount the customer is asking for.

Again I am apologizing for this and we've done all that we can to help this customer by offering to take the items back at a full refund plus issuing a return label at the time the conversation took place.

Business Response:  Hi

 

The customer was aware that we could not expedite this order to her via the email you can see she did ask if the order could be expedited, but then said she would accept it as soon as possible as well. With this said, we unfortunately still cannot refund the additional monies.  The customer was speaking to the sales manager who is also her sales rep. the communication was with her only at all times.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint *** *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Please stop playing with words.I am an immigrant and may not be good with words.I told the customer service rep that the contractor will be coming in ten days and would need the order in ten days.Expedite means 10 days and not the next day.I should have been careful before placing the order .If not for BBB,these people would not have even cared to respond to my complaint. Thank you BBB for being my voice.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ********




 

6/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 11/**/12, I was at HomePerfect.com & found pendant lights that were 15% off advertised price of $122.40 each, indicated by what looked like a piece of white tape across photo of light that advertised 15% off. Before placing order, I called Home Perfect w/a question & spoke w/ ********* at x114. I asked her if she could provide a coupon code for me so that I could get a discount on order. She said no, but that if I called her back she would give me very best price. After calling mfr., I called **** back; she gave me price of $208.08 for 2 lights. I told her that I was already able to get that price online & my order was on screen in front of me waiting for me to hit Submit Order. She said she couldn't do any better & urged me again to place my order w/her. She put me on hold, then when she returned she said that computer people were taking down 15% off promotion as we spoke. As I didnt see any benefit to replacing order & giving my credit card number over phone as Id already filled out online form, I hit Submit Order after verifying that amount to be charged to my Visa card was $208.08. I confirmed w/**** that order had gone through & we hung up. I checked email confirmation Id received from Home Perfect & saw that amount charged to my card was $244.80, $36.72 more than what I'd authorized. I immediately called **** back & told her there had been an error. She basically told me that whats done is done & there was nothing she could do, that I should have placed order w/ her as shed urged me to. I asked to speak to someone who had authority to refund the $36.72 owed to me. She transferred me to a man who identified himself as ****, owner of company. After much back & forth, **** condescendingly explained to me that he was not there to create problems, only to solve them, & that he was prepared to either ship lights to me at already great price of $244.80 or he would give me a complete refund. He refused to refund difference on order or give me credit.

Desired Settlement: I am seeking a refund of $36.72 to my Visa card.

Business Response: ********** Per the conversation between you and **** he told you he could not give you an extra 15% off of the order because we had a very good deal going on with our lighting fixtures.  He offered to take the lighting fixtures back at a full refund to you, but you decided to keep the fixtures and have them installed. Unfortunately, we will not be able to issue a credit to your account for these items.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I have not received a credit and the bait & switch that I experienced has not been adequately addressed.  My order total was on the screen in front of me and the order total read $208.08; the email confirmation I received some time later said $244.80.  It's as simple as that.

I have filed a complaint with the NY Attorney General and will continue to file online complaints to anyone who will listen!  Furthermore, Home Perfect will never see a dime of my money again. 

Sincerely,

**** *****




 

Business Response: **** would like to issue the difference to this customer in the amount of $36.72. An email was sent to the customer asking her to contact us with her credit card information so her refund can be processed.

5/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a new kitchen sink from Home Perfect for my older parents' home. I had the package delivered to their residence which is some distance from where I live. The item was initially backordered even though their site said it was in stock when I placed the order. In any case the sink was eventually delivered to my parents house. Some time later when the person installing the sink went to open the package it was discovered the sink was completely broken due to poor packaging and probably handling. Before ordering the sink we were concerned this might be a problem but HomePerfect's sales dept. assured us that the sink would be well packaged and that if any damage occurred during shipping they would send a replacement sink or refund our money. They have refused to do so. I've emailed them several times each time they take several business days to even a full week to respond. They keep telling me that I should have reported the issue within 48 hours of delivery, a deadline we were never informed of and something that would have been impossible anyway since the box was not even opened until that time period had passed.

Desired Settlement: I wish to have a new unbroken sink sent to replace the damaged one.

Business Response: Please see our email chain below. The customer agreed to inspect the delivery and to report damages/defects within the time allowed when he placed his own order online. Unfortunately with the damage being reported so late, we cannot issue a new sink to the customer free of charge. an offer to sell him one at a better price still stands, but we cannot issue a refund in full as well

Business Response: The customer agreed to inspect his delivery upon receipt, due to him not doing that and the late delivery, unfortunately, we cannot issue a refund or a replacement free of charge. If the customer wishes to make a new purchase, we can do our best at giving him a better price for his new order.

We've done all we can do to help this customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

I did inspect the package as soon as it was possible for me to do so. Their short period of 48 hours to report any damage is way too short to be reasonable. The reason they have that unreasonable deadline is so they can blame the shipping company for delivery broken products when in fact it is most likely the sink was broken before shipment. We spoke to the manufacturer of the sink and they have said that they have had many issues with sinks being broken after leaving their factory and them being sent to customers anyway by companies like HomePerfect.

The last thing on earth I want to do is order another sink from this company. We've already purchased it from another company and the sink was not broken upon arrival because it was packed 10 times better than the sink HomePerfect sent. I demand a full refund.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

4/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have two sets of issues with this company. I placed an order on 2/**/13 with this company. Roughly 9 days later, after an inquiry, I was offered to put the item on backorder for delivery on 3/**/13, which I approved. I opened another support ticket on 3/**/13 to inquire on the status. They promised to inquire with the manufacturer. I received no followup. On 3/**/13 I followed up again, and again received the same response and no followup. I also made two phone calls during this time, and was assured by the rep that I would get an email with an updated status. On 4/*/13, I filed another ticket. However, that day, the merchandise arrived. Unfortunately, one of the three items arrived damaged. I followed the instructions and submitted a claim with the company. I also called and left a voicemail with the returns department on 4/*/13. On 4/*/13 I submitted another service ticket.

Desired Settlement: I would like the company to replace my product in a timely fashion. The considerable delays mean I will miss the timelines set by my General Contractor and will have to install the product myself. I may just go ahead and order from a different company, one with superior sales and support policies.

Business Response: I just left a message for this customer. Unfortunately, the pictures were not received for the damaged **************. I called the customer and sent him an email asking him to forward the pictures to me directly so I can rectify this situation for him as quickly as possible.

Business Response: I sent the following email to the customer yesterday:

Good morning ****.

 

Per the manufacture, you can throw the damaged ************** away.  I will process your refund for this item today.



then processed his refund for the damaged item:
Refund Transaction ********** has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: ********** Payment Method: ******** Amount: USD (90.27) Customer Name: **********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely, 

**** ****** 



 

4/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered vanity on 3/*/2013. I was promised delivery within 2 weeks. Signed agreement that special orders cannot be cancelled unless damaged. After two weeks they pushed delivery another 3 weeks and now state that I will have vanity by 4/**. When I asked customer service if I do not recieve the item by 4/**, can I cancel and get a refund (46 days from time of order) they said that I cannot cancel special orders unless damaged. I signed the agreement on the good faith that they would deliver within two weeks as orginally promised. I would not have purchased item if I knew their delivery time was opened ended to infinity with no recourse for refund. This is very deceptive.

Desired Settlement: Delivery of item by lasted delivery promise. Delivery by 4/**/2013 or full refund.

Business Response: I spoke with this customer at length and was able to get her order shipped to her on 4/*/13. The order was delivered in pristine condition.

4/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the mirror on 2/**/2013. They charged me for the mirror on 2/**/2013 for $548.91. They called me on 2/** to tell me that the one mirror you had in stock was broken. That they could get another mirror from the vendor by 3/*. The mirror arrived on 3/* and I emailed them the next morning to notify them that it was broken. I called and spoke to them that day to get a new mirror. I emailed photos of the damaged mirror that day. I feel that they have been stalling and I can not wait any longer. It has been a month since this was ordered. I want a prepaid return label and a credit to my account as I would like to be able to purchase this mirror with another company so I can finish my remodel. I have filed a complaint with my business credit card company since this, but I just happened to find how horrible he is rated on BBB!!!!!!!!!!!!!!!!!! I can not believe I did not check. Lesson learned.

Desired Settlement: prepaid return label or credit to my account, but resolved either way. Thank you,

Business Response: I spoke with the sales rep today and he notified me that *** ******* complaints have been resolved and she has been refunded

4/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Items were purchased in 12/**, both items were received defective and one was wrong size. Contact was made with the Manufacturer as well as Home Perfect to supply missing part for one item and that the other item was to be returned for credit because we could not afford to wait for a replacement. Instead, Home Perfect sent both replacement items to me. A couple weeks after items were received an email was sent to me from Home Perfect providing me with an RGA # to return the unwanted item for a full refund. Item was promptly shipped via UPS with confirmation of delivery. Over two months had passed with no communication from Home Perfect, March ** 2013 I contacted Home Perfect and spoke with "*****" and was told he would contact me in day or two (no reply) I then contacted Home Perfect on March ** 2013 and was told that I would recieve a full credit within 24-48 hrs. No credit was placed with my credit card as of April * 2013. On April * 2013 I contacted Home Perect and was told "*****" is no longer with the company and I am now dealing with "****". **** has no supervisor to speak with and is oblivious to the matter at hand, further more "****" tells me I am not entitled to a refund and that I did not follow prcedure.

Desired Settlement: Refund to my credit card. Facts state it all, I have documentation for the following Return was requested Item was sent to Manufacturer, UPS delivery confirmation # Credit was promised with 30 days Three Months later no Refund

Business Response: I contacted this customer today apologizing for us not refunding his account.  I asked him to call me back so I can get his credit card information so his refund can be processed.

3/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a home heating boiler from Home Perfect after confirmation of price and availability from sales rep ******* ******. I confirmed their advertised delivery time with ** ****** as this product was necessary for my home's heating .Product was not delivered as promised so I made numerous calls to get a delivery status .** ****** made promises over the next several days to attain status of delivery however I never recieved on.Finally I called to cancell the order by speaking with sales rep **** however when I requested cancellation I was hung up on upon multiple attempts.I emailed and voicemailed cancellation of the order.After several hours I recieved an email the order was being shipped. I phoned and emailed sales Rep ******* ****** to insist on cancellation and full credit to my charge account.Home Perfect is refusing to provide full credit charging $650.00 in fees

Desired Settlement: I believe that since Home Perfect failed to deliver my order as promised,failed to return my repeated requests for status of the order, and failed to communicate or clearly make their cancellation policy known, they should fully credit my account. I have found a search of this company reviews online shows a consistant pattern of consumer complaints with issues such as mine .I also find it odd they do business under several alias home perfest aka call for low price.com and Elemental Partners . In addition to this complait I am also filing complaints with FTC and Mass Dept of Consumer Protection as I have been advised their business practices ,in this instance have violated several statutes. If you can provide assistance in this matter I would be appreciative. TRhank You ***** ****

Business Response: Customer ordered a home heating boiler on Dec **, 2012. Customer was advised at the time of order placement that the boiler was in stock at a sister warehouse. He was quoted a 2-3 business day transfer time, and then the product would ship from our warehouse. Item was brought in from our sister warehouse to our main shipping warehouse on the **** of December. It left our warehouse on December **, 2012 and tracking information was promptly provided. Customer stated he did not intend to accept delivery and that he planned to refuse. I advised we had followed all time lines given and if he refused, our standard return policy would apply. Customer was not hung up on. He called approximately 15-20 times over the course of the four business days and was either given an update over the phone or he left a voicemail and that was replied to with an email. The product shipped in the time line given and customer refused delivery of his own accord, and this falls under our standard return policy of 25% restocking and freight fees.

3/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 10 toilets from Home Perfect on December ****, 2012. I was checking various prices online at different sites and while on Home Perfect, a live chat popped up and I had a conversation with *******. The toilets I was pricing were listed as out of stock, but ******* told me to ignore the website, that the 8 of the ten toilets were in stock and that they would be shipped that day and I would get them within 7 to 10 days. She then called my house to take my order. I asked how long the other two would be back ordered and if I could cancel at any time if I felt it was taking too long, because she was taking all of my money upfront. I thought taking money for something that wasn't in stock was not legal. She told me it was. I didn't want Home Perfect holding onto thousands of dollars with no end in sight so I asked about their cancelation policy and she told me I could cancel at any time with no penalty as long as the toilets were not on a truck on the freeway to my house. Ten days passed and no toilets showed up. I called ******* to find out what happened. No one called me back. I emailed her and she responded on December **** stating that she had not shipped out the toilets yet. She said she had decided to wait until the back ordered toilets arrived. I told her that I was canceling the order then. A little while later, she emailed that she was wrong, that she had shipped out the toilets. I asked her to provide me with the evidence she used to change her opinion on the status of the toilets. She never gave me any proof. I asked for a truck manifest, a phone number, an email, anything that established that those toilets were shipped to me prior to December ****. I never heard back from her. 8 days passed and I get an email from ******* saying here's your tracking number on the toilets. I told her that I had cancelled the order, per her phone instruction on December ****. I notified her as my point of contact, and I sent the store a notice online. ******* then said it was impossible to cancel any order, that only the store could cancel an order. I told her that's not what she told me and to provide the recorded sales call to prove she made these statements. She has not provided the recording. I never would have purchased with this company if she had made those claims upfront. Yesterday, an unscheduled delivery person came to the house and told a cleaning service that he was from Elemental Partners and he had a delivery. Someone had left a call saying they were from Elemental Partners, with no reference to toilets, etc. My husband thought it was a wrong call as we did not purchase anything from Elemental Partners. ******* emailed me yesterday for the first time since January *** saying that Elemental Partners is the owner of Home Perfect (like how would I know that?) threatening us with all kinds of financial fees if we didn't accept this delivery. She didn't ship the toilets per her written statement to me on December ****. And per her written statement on December ****, the toilets had not been shipped. Furious at her deceit, I exercised what she claimed was my right prior to taking over six thousand dollars from me, and I cancelled the order. I believe she scrambled to throw together a delivery despite me canceling the order, and tried to ship it out 8 days after the fact, and then masked it under a name I didn't know in hopes that I would accept it before realizing the hoax. The whole experience has been deceitful. I did not buy the items via the internet, so there was no checking off of boxes that stated I was aware of any return or cancellation policy. She called my house and took my order, and she was my only source of company policy -- all of which she keeps rearranging to suit her deceitful practices. It's disgusting and a reason I will purchase from a local vendor from now on.

Desired Settlement: REFUND - IN FULL. And an apology from *******. Home Perfect should fire employees like this because they lost my business and I do a lot of remodeling. I will be sure to warn my friends.

Business Response: At the time the customer placed the order on the ****, shipping any of the items from our warehouse at that time was not possible due to it being too late for shipment. So I'm sure ******* did not say part of the order would ship the same day. She does apologize for the miscommunication on that.

when the customer emailed asking to cancel, ******* was on vacation and was not able to work on the customer's order due to a lack of availability to our systems. Once the order did ship,and ******* was back from her vacation, the customer received the tracking information via email.

we've since asked the trucking company to not deliver this order to the customer since she is refusing the delivery. She will be refunded for the amount of the purchase once the shipment back to our warehouse is confirmed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

 I paid the money in full and was given a "temporary" hold until Home Perfect made it clear to the credit card company that they were refunding my money in full.  I have yet to see a document stating that this issue has been resolved in my favor and that my money will be refunded in full.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: The customer has to go to her credit card company for her refund. Unfortunately, there is nothing else we can do.

2/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order placed mid - January - **********. Wrong item ordered - requested exchange. By email: exchanges not given, but if I order the correct item they will take the return for 20% restocking fee. I ordered the correct item and was given an RGA: ********. I returned the item using UPS - tracking number: ******************. It was delivered and signed for on Thursday Jan, **. I sent email requesting status on refund. I received email asking for UPS tracking number (given) and told it would take up to 21 business days for refund. I waited the 21 days. Received nothing. Emailed several times since then with no reply.

Desired Settlement: REFUND the order amount less 20% restocking as agreed (freight was already charged on the original order).

Business Response: I spoke to ****** over the phone and we sorted this out

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

2/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased an Aquatic Ind Serenity Studio 24 Air tub from Homeperfect.com Memorial Day Weekend 2012. After installing and using for several days, we noticed that after 10 min of sitting in the tub, soaking while the air was running, the bottom of the tub got so hot, you could no longer sit in one spot. We notified Aquatic Ind. and they sent out repair people on 2 seperate occasions. Both agreed that the install was fine and gave us a couple recommendations that might help. We tried all the told us and nothing helped. We then got in touch with Aquatin Ind and they told me to get an RMA from Homeperfect.com, that they, aquatic ind would approve the return and I would be refunded the money for the tub. After many tries including emails and phone calls to both the return dept and ****, our sales rep at Homeperfect, no RMA. No return phone calls, no emails answered. Aquatic Ind even gave me a contact name which I included in all my messages. With no response from Homeperfect.com, Aquatic Ind told me they would pay for return shipping to an Aquatic Ind site. So we got the tub out and on a pallet ready to ship, but when I asked for specifics on who and where my refund was coming from, I have had no reply.

Desired Settlement: I would like the tub gone and a full refund.

Business Response: this customer has been working with Aquatic directly.  Aquatic sent them the rga information weeks ago. the customer has to return the item in order to receive any sort of refund.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#*******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

We just this week finally heard from HomePerfect and with it their agreement to refund the full amount of the purchase price of the tub.  HomePerfect had been telling us  they were waiting on their distributer for their distributers agreement to refund money to HomePerfect and then HomePerfect would refund us.  The HomePerfect agreement to a full refund is our signal to send the tub to Aquatic Ind and set the refund chain in motion.  We have called the shipper Aquatic Ind gave us and are waiting for a date and time for that pick up. Aquatic Ind understood our reluctance to ship the tub to them until we had the email from HomePerfect. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ***** 




 

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