Report: #983900

Complaint Review:

  • Submitted: Tue, December 18, 2012
  • Updated: Tue, December 18, 2012
  • Reported By: Elizabeth — Santa Fe New Mexico U.S.A.
    4061 N. Main Street
    Racine, Wisconsin
    United States of America Return Policy violation, very poor customer communicatins, attempt to deny a request for partial order cancellation due to non-delivery Racine, Wisconsin

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I ordered 3 soap dispencers from on 11/08/2012 (Order 826449).  Next day, I received an email from them that the order had been shipped. Indeed, on 11/13/2012 I received a package containing only 1 soap dispencer.

I immediaqtely called and after having waited for response on the phone for over half an hour I was told that they were out of stock and that the remaining 2 items will be delivered sometime early in December. My project needed to be completed by 11/27/2012, so I requested to cancel the remaining items. I was told that they would be cancelled. 

To make sure that my cancellation was received I also filled out a request on their website and I copied and pasted my request into an email and sent it to their customer support. I received an email back advising me to call. Since I alsready called I assumed that it was OK.

Nevertheless, on 11/17/2012, I received the other two dispencers. Since I did not expect to get them, I went ahead and purchased them from a retailer. So I called again and I was told that they never heard about the cancellation, and that they would have to charge me fees.

Then, after I requested that they reviewed their customer phone records, and after an email exchange with a person named Rosalina, on 11/23/2012, she said that I could return the items and that the parcel will be picked up within a few days and my money will be refunded within 30 days.

I still have the items, I've called 3 times and today I was told that they are waiting for the manufacturer to issue the return authorization.  I was also told that they don't know when to expect it.    

I have purchased more than $1,000 worth of products from this company in 2009. Everything was delivered promptly and to my complete satisfaction. I am very frustrated and upset with this process. We are talking about 2 soap dispencers worth about $40 and as a remodeler who often buys home improvement products on internet, I would advise not to deal with efausets in the future.  

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