Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a carbon/propane safety unit for our travel trailer because they have to replaced every 5 years and they sent me one made in 2019 so now my trailer is beeping out a warning to replace because it's old, I emailed the company

  Business Response

  Date: 05/30/2025

  Thank you very much for letting us know about your experience. First and foremost, I want to sincerely apologize for any inconvenience this may have caused. We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Unfortunately we haven't received your returned item back yet. please don't hesitate to reach back out to **, if you have any further questions thank you

  Customer Answer

  Date: 06/02/2025

   
  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. BUT that didn't happen I have attached there email from this morning where it states I need to mail item to the warehouse and deal with them.they NEVER approved the return and they NEVER gave me a RMA $ that's a LIE
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23390305
  
  I am rejecting this response because:  I said yes I would accept the response IF it was true , and attached 3 attached photos of what really happened. The company I reported told you they offered me a full refund NEVER happened, they said they gave me address to return item NEVER happened, they said they gave me a RMA NEVER happened.

  They lied I sent proof 

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

  Business Response

  Date: 06/03/2025

  We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Unfortunately we haven't received your returned item back yet. please don't hesitate to reach back out to **, if you have any further questions thank you

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23390305
  
  I am rejecting this response because:
  They are lying they NEVER offered a refund or a address to send item back or RMA NEVER offered any of those, they just keep telling me to take it up with warehouse which I have NO clue who that is?
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/04/2025

  We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Unfortunately we haven't received your returned item back yet.  

  Business Response

  Date: 06/04/2025

  We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Unfortunately we haven't received your returned item back yet.  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23390305
  
  I am rejecting this response because:

  That's NOT true I have attached what there reply to me was, they have replied the same way twice
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Carrier Model for $993 on 1/2/2025 item was not used. Requested to return item 2/11/2025 seller approved return and provided unpaid mailing label. Mailed item 2/12/2025 with **** tracking #********************** to address on the shipping label provided. Delivery confirmation for said tracking number was 2/18/2025. Home Essentials Direct stated the warehouse manager denies receiving item. Did a service request (********) 3/14/2025 with **** and they concluded the model was delivered to HED, *******************************************. The company continued to state they never received the model. Needless say they have my money and the model to resell.

  Business Response

  Date: 04/28/2025

   

  Thank you very much for letting us know about your experience. First and foremost, I want to sincerely apologize for any inconvenience this may have caused. We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Unfortunately we haven't received your returned item back yet. please don't hesitate to reach back out to **, if you have any further questions thank you

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23253897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an in stock product at a very reasonable price compared to all other sellers and mysteriously the product goes out of stock the next day and the company claims they provided a refund 10/24/24 yet the in stocl product was ordered just the day before on 10/23/24. After looking at other BBB complaints it is known this seems to be a common accurance with this shady company doing shady business......Welcome to another scam outfit taking innocent peoples hard earned money wasting their time and FALSELY ADVERTIZING PRODUCTS AND WHEN REALIZATION IS MADE OF THEIR LOW PRICING THEY CLAIM ITEMS ARE OUT OF STOCK AND SUPPOSEDLY OFFER REFUNDS...... BAD BAD BUSINESS AND CROOKED AS ALL GET OUT !!! BUYERS BEWARE THESE PEOPLE ARE NOT DOING GOOD OR HONEST BUSINESS PERIOD !!!

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/6/24, I ordered a toilet from Home Essentials Direct. On 10/7/24, I found a better price for the same toilet. I checked my order status, there had been no updates since I placed my order so I tried to call to cancel my order. I tried calling first but realized they werent open. I then emailed them requesting they cancel my order and to provide me a refund. I called again when business hours were open and there was no response or ability to leave a voicemail. I then submitted an online request through their website, asking for the same thing as my email. 6 hours after my initial email they responded stating I would be responsible for shipping the item back to them. At this point, the item had not yet shipped and there were no updates on my account since the initial order placement. There was/is a no cancellation policy on their website. We went back and forth where I stated that the item hasnt been updated since the initial placement and there was no shipping confirmation sent to me. I was not understanding why they couldnt cancel the order. 12 hours after my initial email to cancel my order, my order was shipped. I was told I had to wait for the item to be delivered and they would send me return information. My item was delivered on 10/9/24 and I notified them right away that it was delivered and to send my return information. As of 10/10/24, I have heard nothing back from them. I have already disputed this charge on my card.

• Initial Complaint

  Date:04/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an air conditioner compressor from this company last week after being assured it was in stock (order number ******). This week, I noticed their website shows the item in stock at an increased price, showing as in stock, and received an email that my purchase was being refunded. It appears they advertise an item at one price, then upon receiving an order, rethink the sale, and refund the order. I havent seen the money refunded yet, but more importantly, I believe this business doesnt intend to fulfill orders at advertised prices.

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 toilets. After doing so, I noticed there was a better price from another company. Home Essentials has a banner on the front page of their website that says "price match guarantee less 5%". So I emailed them asking to honor their policy. They replied with a meager amount they could offer. It was a fraction of the price match, let alone the additional 5%. When I finally was able to get in contact with a customer service rep, she informed me that they could only do the $20 on a price match difference of over $50. I noted it was explicitly written on the homepage of the website. She said that's changing. It literally did. They changed the wording on the homepage to "best price guarantee" as we spoke on the phone; I reloaded their page as we got off the phone and the wording had changed. Unconscionable. False advertisement. Bait and switch. This is no way to conduct business. The "best price guarantee" is still false advertisement. It's about principle more than money.

  Business Response

  Date: 12/09/2023

  Thank you very much for letting us know about your experience. First and foremost, I want to sincerely apologize for any inconvenience this may have caused. We had received your email stating that you wish for a discount on the order. We then responded back to your email and stated that the best offer we can do on the order is $20 off. We apologize if our offer is not what you had expected. Please don't hesitate to reach back out to us, if you have any further questions thank you

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20973803
  
  I am rejecting this response. None of what I mentioned was responded to. The $20 refund is fine if you didnt explicitly note a price match guarantee less 5% on the front of your homepage. Then moving the goal post and changing the homepage price guarantee while on the phone with me to just best price guarantee, which is still a lie! Unconscionable. Compounded by telling me youll charge me a usurious 20% restocking fee if I rejected the order. There shouldnt be a restocking fee if I never receive the order. Its just bad business practices all around. False advertisement then, when confronted about the dissonance in your advertisement and reality, no acknowledgment nor onus recognized. Only evasion like the response given to my complaint here. Proof point. 
  
  ***************************

  Business Response

  Date: 12/28/2023

   

  I want to sincerely apologize for any inconvenience this may have caused. We had received your email stating that you wish for a discount on the order. We then responded back to your email and stated that the best offer we can do on the order is $20 off. We apologize if our offer is not what you had expected. Please don't hesitate to reach back out to us, if you have any further questions thank you

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20973803
  
  I am rejecting this response because its just repeating the same narrative and not taking accountability for the false promises and unethical businesses practices. The discount was a fraction of what it should have been according to what was guaranteed on your site. Theres nothing more to say if the accountability will continue to be skirted. Theres good reason for this companys bad grade on the BBB. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ******* Air Handler order # ***-7743018-6146668 for $1,024.90 on July 18 2023 On July 24th I was notified that the Air Handler was being shipped back to the factory due to a problem with my credit card company. I contacted ****** in customer service trying to give another credit card number but I was told that it was better to just re order another on a different credit card. On July 25th I reordered the same ******* Air Handler #***-3091314-3413069 for $1,046.56. I did receive that Air Handler (dented but working). My. problem is that I am being double billed and I can not get my credit card company to correct issue until they are told only one Air handler was sent by Home Essentials Direct. The shipping company ******* Express confirmed my order # ********** was returned to the factory with shipping # **********. My credit card company wants something in writing from Home Essentials Direct to correct the double billing and I have received no help from Home Essentials. I would like the double billing corrected As soon as possible. The phone number for Discover is ************. my case number is A00271922G. I would never use Home Essentials Direct again

  Business Response

  Date: 08/08/2023

  
  Thank you very much for letting us know about your experience.
  
  First and foremost, I want to sincerely apologize for any inconvenience this may have caused.
  
  We had received your return request on your order 113-3091314-3413069 stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and credit will be issued after the products have been received back and inspected. So far, we have not received your returned item back yet.
  
  We apologize if this policy is not what you had expected it to be.  
  
  please don't hesitate to reach back out to us, if you have any further questions
  
  thank you 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20436641
  
  I am rejecting this response because:

  Hello,  

  
  

  I am rejecting your response because I do not have a problem with order number  113-3091314-341**** ordered on July 25th.  That order is fine even though it came in dented.  I was told to place that order by your employee ****** who e mailed me on July 2023 at 5:40 PM.  Telling me to place the above order to REPLACE ***** # ***-7743018-614**** THAT WAS *****ED ON JULY 18TH 2023 AND NEVER DELIVERED TO MY HOME.  

  
  

  My Discover Credit card did a charge back for the order ending in **** on July 23rd and reversed the charge back on July 24th when I complained.  The delivery of the order ending in ************************************************************************************************************ *********************** Express send it back to your factory.  Your customer service member,  ****** knows I never received this order and told me in his email to just order it again and YOU ARE CONFUSING MY PROBLEM WITH THE ***** ENDING IN **************************** ****.  

  
  

  My Discover credit card doesn't get it either and neither does Amazon.  My Discover Credit card is billing me for $1,024.90 for the order ending in **** (that you stopped from delivery a and order #**** that I did get and want to keep for $1,046.56.  PLEASE CHECK YOUR RECORDS AND TALK TO ******

  
  

  I AM BEING DOUBLE BILLED BY HOME ESSENTIALS BECAUSE OF SOMEONE ON YOUR STAFF'S MISTAKE.  IF YOU CALL THE DELIVERY COMPANY FOR ***** ENDING IN ****. ******* EXPRESS ************  ***** #********** THEY WILL TELL YOU THEY SENT IT BACK TO YOUR FACTORY  AT YOUR COMPANY'S REQUEST.  THE ***** #********** IS ******* EXPRESS NUMBER FOR THE RETURN OF THE *** HANDLER TO YOUR FACTORY.

  
  

  Please correct this problem.  I am sorry for the confusion caused by the mistake made by my Discover card but I only received 1 ******* Air Handler from your company and I am being billed for 2.  If you check the chain of ******** e mails on the Amazon customer website you will see what I am saying.  I was told by your supplier Motill you can trace the return to your factory of the first air handler ending in **** with the ordEr DW11662.

  
  

  This problem has been a nightmare for me but I refuse to pay for 2 Air Handlers because of a mistake by someone at Home Essentials Direct!

  
  

  Thanks,

  
  

  
  

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

  
  
  
  
  ******************************* Plantation
  9770 ********
  ************, ** 29572
  Link to our website & Listings
  ************ office
  ************ cell
  ************ fax
  ******************

  
  

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

  Business Response

  Date: 08/09/2023

  We had received your return request on your order 113-3091314-3413069 stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and credit will be issued after the products have been received back and inspected. So far, we have not received your returned item back yet.
  
  
  please don't hesitate to reach back out to us, if you have any further questions
  
  thank you 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20436641
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  I am being billed for Two ******* Air Handlers from Home Essentials Direct and have only received one.  I have attached both orders, one ending in **** which was NEVER DELIVERED  and one ending in **** which we have received and is not the problem.  I have attached a copy of our credit card bill so you can see we are being billed through Amazon $1,024.90 because of Home Essentials Direct for the ******* Air Handler that was never received.  

  I would never use Home Essentials Direct again because their customer support is impossible to communicate with or get in touch with.  I eventually found the phone number for Home Essentials Direct Customer support and have called 3 times with no help with this matter.  I previously included an e mail from Home Essentials Support member ******  showing the initial order ending in **** was never delivered and told to just re order and now I am being billed twice.  Home Essentials Direct is welcome to call me on my cell ************ to straighten this out but they have not.  

  The Better Business Bureau should not recommend this company and suggest other buyers not use them because if there is a problem there is no one to call or talk to that can understand what they are doing.  The fact I keep complaining about not receiving the order ending in **** and get responses  from Home Essentials Direct about the order ending in **** exemplifies what a mess an on line buyer can get into if they do business with this company.

  There are several documents uploaded with my first complaint which sheds more light on the problem but apparently no one has looked at them.  At this point Amazon and Discover credit card are so confused because of the responses from Home Essentials Direct, they will not correct the problem.  Only Home Essentials Direct can check their records and easily see the order ending in **** WAS NEVER DELIVERED.  At one point Home Essentials said I wanted to return order **** because it was counterfeit???

  If I never receive the credit that is due I hope this posting prevents other buyers from falling into the trap that I am in.  DO NOT USE HOME ESSENTIALS DIRECT!

  Business Response

  Date: 08/15/2023

  Regarding order 113-3091314-3413069,  stating that you would like to return your order. We had already responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and credit will be issued after the products have been received back and inspected. So far, we have not received your returned item back yet.
  
  
  please don't hesitate to reach back out to us, if you have any further questions
  
  thank you 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20436641
  
  I am rejecting this response because:
  They keep referring to the wrong order. I did not receive the order ending in 68 ordered on July 19. Home Essentials Direct is confusing that with the order I placed on July 25 and offering to take the July 25 order back. that is not the problem. I want to be reimbursed for the order of July 19 that was sent back to the factory I have already sent proof the order was sent back by ******* express at home essentials direct.  Home essentials has terrible customer service. Anns are a terrible company. **************** ****** and queen and cannot get the two orders straight. I placed two orders and only received one air handler. I want credit for the air handler ordered  on July 19 and not delivered to my home. 
  Sincerely,
  
  *********************

  Business Response

  Date: 08/23/2023

  Regarding order 113-3091314-3413069,

   

  We had already responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and credit will be issued after the products have been received back and inspected. So far, we have not received your returned item back yet.

  
  
  please don't hesitate to reach back out to us, if you have any further questions
  
  thank you 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20436641
  
  I am rejecting this response because:

  Home essentials Direct is confusing two orders.  I am being billed for 2 air handlers and only received one.    I am asking for a credit for the Air Handler Returned to their shipper.  I have attached proof it was returned.  They keep telling me to return the second air handler that has been installed in my home.  It is Amazon order number 113-30901314-341**** and ordered on July 25th and delivered.  I do not want to return the order number ending in ****.  

  Home essentials direct had my first order Returned to the Shipper. Amazon order #***-7743018-614****.  This order was Placed on July 18th and never received.  Proof is attached that it was sent back and received by their shipper.  Home Essentials Direct **************** is so confused that they have confused Amazon.  I am still being billed for the Air Handler that was never delivered ending in order number ****.  I don't know how else to explain myself.  They are a terrible company to do business with.

  If Home Essentials Direct would check with their ******** Service provider they will see that they were paid for Air Handler ordered on July 18th ending in ****.  That is the order I am complaining about because they are still billing me and I never got it.  Once they remove this double charge I will remove my better business complaint against them.   Please insist Home Essentials Direct looks up both orders, the one on July 18 ending in **** and the one ordered on July 25 ending in ****.  I want to be credited for the order I never received.  I am being double billed by them.

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

  Business Response

  Date: 08/31/2023

  Regarding your order . We had already responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund.

  Unfortunately we haven't received your returned item back yet.

  
  
  
  thank you 
  

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20436641
  
  I am rejecting this response because:

  I have not received credit for the order that I did not receive in the amount of $1,024.90.  Please read previous documents proving ******* Air Handler was never received and returned to sender at your request.  

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

  Business Response

  Date: 10/03/2023

  Regarding your order stating that you would like to return your order. We had already responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and credit will be issued after the products have been received back and inspected. So far, we have not received your returned item back yet.
  
  
  please don't hesitate to reach back out to us, if you have any further questions
  
  thank you 

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reporting Home Essentials Direct for fraudulent activities and practices, on 5/20/2023 I ordered sunscreen from Home Essentials, hard to find sunscreen so when I found it, I was happy and purchased 10 @$41.42 each + tax for a total of $439.05. Order #******, On 5/25/23, I received the order, it was the wrong item. I emailed the company and they said return it for a refund and they provided a label. Tracking # 1Z9842YE0397361059. I shipped it *** the same day, RMA#*******. On 6/2/23, it was received. I have supporting document shows received at 12:34, accepted by ********. The original email from the company says allow **** days for a refund, it has now been 24 days. Initially they were responsive. After I inquired about my refund, they said they would check on it and get back with me. Numerous emails and now they will not respond to any of them. Upon reading the online reviews, this is their MO, many reviews say, they can't get a refund. So this company just hangs on to money they did not provide a product for and most people probably give up for small $ amounts, but I am not giving up, this is over $400! Home Essentials Direct is a terrible company, that should have been shut down yesterday. ***************************************

  Business Response

  Date: 06/26/2023

  Thank you very much for letting us know about your experience.
  
  First and foremost, I want to sincerely apologize for any inconvenience this may have caused.
  
  We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and refund will be issued after the products have been received and inspected. Thank you very much for letting us know about your experience.
  
  First and foremost, I want to sincerely apologize for any inconvenience this may have caused.
  
  We had received your return request stating that you would like to return your order. We then responded back to your email and had approved your return request with an RMA and return address to return back the item to us for a refund. Per our returns policy, all returns are subject for inspection and credit will be issued after the products have been received and inspected.
  
  We apologize if this policy is not what you had expected it to be.  
  
  please don't hesitate to reach back out to us, if you have any further questions
  
  thank you 
  
  

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a toilet from this company on July 31st, 2022. On August 1st, 2022, I emailed cancelling my order. I also cancelled my order on the website. I did not receive a response, and call on August 2nd and spoke with customer service who said my order would be cancelled. I emailed a follow up cancellation email the same day. Later on August 2nd, I received a shipping notification and called this company back. I was informed they could not cancel the shipment and I should call the shipping company. I called the shipping company and refused the shipment and was told they would return the item to the seller. I have been emailing for 3 weeks now trying to get a refund and have just been told it's in process and they would get back to me. I have disputed the charge on my credit card as well.

  Business Response

  Date: 08/18/2022

  
  ************************;<********************************************************************; Tue, Aug 24, 2021, 8:05 AM
  
  
  to me
  
  
  
  
  
  
  
  Thank you very much for letting us know about your experience.
  
  First and foremost, I want to sincerely apologize for any inconvenience this may have caused.
  
  We had received your return request stating that you no longer needed this item. We then responded back to your email saying that we have acknowledged and a refund would be issued upon receipt/inspection of the item. We also understand that it has been a few days and that you are still waiting on a resolution from us.  We sincerely apologize for the delay and for any inconvenience. Our supplier should be getting back to us sometime later today or tomorrow. As soon as we hear back from them confirming that the item has indeed been received back--we will process your refund. 
  
  Again, I am so incredibly sorry about any inconvenience you had experienced here.
  
  please let us know if you have any further questions
  
  thank you 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17731399
  
  I am rejecting this response because: This order was placed on July 30th, 2022 and cancelled the very next day.  It has not been "a few days" that I I have been waiting on my refund, it has been 24 days.  I would like a refund immediately.  I have at least 10 emails from this company stating they are working on my refund, even this email states that.  It does not take 24 days to process a refund.

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

  Business Response

  Date: 09/11/2022

  We had received your return request stating that you no longer needed this item. We then responded back to your email saying that we have acknowledged and a refund would be issued upon receipt/inspection of the item.   We sincerely apologize for the delay and for any inconvenience. This order was refunded back on 8/26 after receipt/inspection of the item.  
  
  
  please let us know if you have any further questions
  
  thank you 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17731399
  
  I am rejecting this response because: The item price was $493.64.  I called, emailed, and submitted a cancellation of my order on your website within hours of the purchase.  The amount refunded to me (6 weeks after my purchase) was only $402.90.  I was informed there was a 20% restocking fee via email after receiving a portion of my refund.  I should not pay a restocking fee for a item that was cancelled within a few hours.
  
  Sincerely,
  
  *********************