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Very dissatisfied. My original order was for a couple of bath faucets in brushed nickel finish. I paid for 2 day shipping for this product but however got it in 4 days. That was OK as it did not delay my project too much. However when I got the faucets they were in the chrome finish. Setting up an order for replacement and first day shipping and free return of the incorrect products were easy.
However, it has been 3 days since the "Next Day" shipping order should have shipped out and the order status still says "Processing at warehouse". I called the customer service desk and was told that since these were not stocked (funnily enough, when I placed the order, I was told that they had plenty "in-stock"), they'd have to call the manufacturer and would give me a call back with the status of the order. No information for over a day. This has caused a further delay in my project and I just went to my local Lowes and bought what I needed. I paid a little too much for it but it's better than waiting for a phantom shipment from Faucetdirect.com.
To their credit, one of the items on my original order shipped correctly and on time and I'm very happy with that.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had a similar experience. They sent the wrong $994.00 faucet. I returned it, untouched. They claimed it was scratched...by me. I called customer service, they said "no problem, send it back (again) we'll take care of it. I did so (at my expense). They now say it is bent. They will not refund or credit me for this HUGE purchase. I am stunned. It was then worst experience with a merchant I have ever experienced. I can only think the piece was damaged by UPS or in the returns department.
"Ordering at faucets direct has been a horrific experience. My project was delayed for 3 days and has caused me lots of headache and money. I ordered a bath tub and a drain system that goes with it and only received the tub and not the drain system for instillation. I had to call the shipping company and faucet direct to harass them about the lost package. The package has never found. Customer services at faucet direct are next to none. They are very uncaring and unconcerned for what happened and all the headache the customer has to go thru. "