We ordered two different orders over a week ago. I received email confirmations for both orders. Because the items hadn’t arrived and I hadn’t received tracking numbers, I tried to call customer service to check on the status. The customer service voicemail says they’ll re-open on Monday (it is now Wednesday), and does not allow a message to be left. So I contacted their customer service via e-mail. I received an email back saying both orders had been cancelled. I tried to call and email customer service to find out what was going on; voice calls still go to the “we are closed until Monday” message, and no response to emails.
This company is a scam. Don’t order from them. I’m now concerned that they have my credit card information. My next call is going to be to my bank to have my credit card cancelled. What a hassle. Next time I’ll pay the extra and order from Ferguson.
Review by Gerbonzo2 years ago
NO CUSTOMER SERVICE AT ALL I ordered something from their site said it was in stock .After 1 week item still has not shipped tried to contact them via email no response at all they only answer phone on Mondays that's it so it says .Don't buy from them they lie because items are not in stock and no way to contact them to cancel an order
Review by Bulgroz Rudegeair2 years ago
I gave one star only because there is no "0". I ordered a faucet on Thursday, Sept. 21. Where I ordered it said the faucet was in inventory. Didn't hear anything from them so on Saturday I sent an email inquiry and got the following email response: Note the dates.
"Thank you for your email. In observance of Passover we will be closed from 4:00pm EDT on Monday, April 10th, 2017 and we will return Thursday April 13th, 2017 at 9:00AM EDT."
I sent another email on Monday, Sept. 25 and got the same response. I then called them and spoke to a lady who said they had been closed Thursday and Friday for a Jewish holiday and had just returned to work. She said she would check on my order and call me back in the afternoon. Never did call.
Monday evening, Sept. 24, I received the following email from them time stamped at 5:17 PM:
Order Reference Number: #FS47149
We are confirming that your order with Faucet Stop was cancelled. It was a pleasure to serve you.
If you have any questions or if you would like to proceed with your order, please call us toll-free at 1-877-628-3025 ext ().
Faucet Stop Customer Care
I received the exact same email from them two more times that were time stamped at 5:28 and 5:33 PM.
I called their number again this morning and got a recording saying they were closed and to check their web site for hours of operation. Why wouldn't the recording just state what their hours are instead of forcing their customers to log on to their computer and go to their web site to check the hours? Really, really stupid.
To net it out, I have done business with many online businesses and Faucet Stop is by far the most messed up business I have ever delt with.
Review by Speng Omotunde2 years ago
Worst customer service I've ever encountered. Ordered a toilet part with premium three day shipping. Two weeks later it hasn't arrived. I've called 6 times and sent two emails and all I ever get is a runaround and a promise to call me back asap with information, but the call never arrives. Do not do business with this company.
Review by Toriaeh2 years ago
By far one of the worst companies I have ever dealt with. I ordered some toilet seat caps back on February 6 and have yet to receive them. It's been almost 6 months. Every time I call I get the run around. I have been extremely patient and have not seen my products or the refund I requested a week ago. I filed a dispute on PayPal and called my bank to file a claim. These people are crooks. Do not shop here!!!
Review by WorldWide2 years ago
I ordered an item and was told originally that the lead time was 4 to 6 weeks. When I responded with a cancellation request their narrative changed: one item was found and ready to ship immediately. I discovered a hairline crack in the basin of the purchase but since I failed to notify of them of the damage within 72 hours I was refused a refund. The customer service team basically stuck to their caveat emptor line: You should have read the policy prior to purchasing. I strongly suspect they knowingly sent me a damaged product.
Review by Dionta2 years ago
I have had nothing but issue after issue trying to receive the faucet I ordered. I paid for 3 day shipping. A week later I still had not received it. I called Faucet Stop and they told me it would be overnighted. Two days later and I still had not received it. I DO NOT recommend ordering anything from this company unless you want to deal with problem after problem. It is not a trustworthy and reliable company.
Review by Kizza3 years ago
It's been almost a month since I ordered a part from Faucet Stop, with that great "three day" delivery. I ask Faucet Stop where my part is, and they tell me they will email me a tracking number. Not only do I not have the part, I also haven't received the tracking number in over a week of being told I would. Then I'm told since Monday is a holiday, so they will get back to me on Wednesday. Rosh Hashanah is now a two-day holiday? Maybe it's like their shipping promise: three days really means three months, so a holiday is really multiple holidays. Or maybe Faucet Stop doesn't understand the concept of time, or customer service, or the power of social media to shed light on one of the worst online firms I've come across in 20 years. Do yourself a favor, shop for your plumbing repair needs anywhere else.
Review by Labrato3 years ago
I purchased three Hans Grohe items for a shower remodel - Valve Trim, Shower Head and Shower Arm. They packed all three items (in their respective boxes) in a poly bag with over 8 pounds of weight between the three. In shipping the bag tore open and only the shower arm arrived. Had I been home, I would have refused the shipment but my husband was home and he accepted it. It took almost a month for us to get a refund. There are no other valve trims available for the model that we ordered as it has been discontinued. They made us wait until UPS had completed their investigation and the OWNER wondered why he would have to "eat" the loss of $605 instead of me, the customer being out $605. Do yourself a favor and shop somewhere else. This company IS NOT customer friendly.
In response to their comment about not notifying them immediately, I did so the VERY NEXT MORNING. And no we did not falsely report items missing. I took pictures of the packaging as it arrived. Why should I keep this around my home once reported to you.
Furthermore, I can produce the receipt from where we had to purchase another rough valve, another trim valve and another showerhead. Why on earth would we try to pull something only to have to turn around and purchase something different? We are honest people which I will honestly say, the owner of this company is not. He will place the blame on the customer and tell them it's their fault and they didn't do something right. I'm sorry but putting 3 good-sized boxes into a poly bag that weight collectively over 8 pounds and expecting it to arrive properly is just plain cheap and lazy.
I stand by my review to SHOP SOMEWHERE ELSE.
Review by Veloso4 years ago
I called FaucetStop to see if they could locate a specific faucet! Within about 6 minutes they located the exact faucet in Canada! I ok'd the purchase of the faucet! The faucet arrived exactly within their predicted time frame! I was totally satisfied with the delivered product! I was totally satisfied with the sales department & customer service department! I would definitely recommend FaucetStop in the future!
Review by Haf4 years ago
Ordering online was easy enough, though it took a month to get to my house after I first ordered the product. Once I discovered how long it would take to get to my house, I called to return the order *before it shipped*. It ended up shipping anyway. I've called 3 times now to figure out how to return it, and 2 months later, I finally got an email with instructions on how to return it. Now, I have to pay the shipping fee to ship it back, PLUS a restocking fee. I wish I NEVER purchased anything from them.
Review by Chiorean4 years ago
7 days and counting and my product still hasn't been shipped. 8 +hours for a call back
Review by Limber4 years ago
After I purchased the items online, I was informed by FaucetStop the items were discontinued by the manufacturer. Although I was hoping any item shown online was available, the customer service department let me know immediatly and tried to find a similar items. Though I did not go for the substitute, I appreciate the work of customer service to try to help me and their quick response to cancel my order.
Review by Elayna4 years ago
After seeing a stainless dish drainer at a friends house, we have been looking for one for our RV. FaucetStop had exactly what we were searching for...stainless and the correct measurements. Our drainer arrived quickly and was as described on the website. We couldn't be happier. In fact, we used it over the weekend and are very pleased with our choice.
Review by Osier4 years ago
contacted several times regarding the status of an order. I finally attempted to cancel the order and now no one calls back to confirm cancellation of the order. the material was paid for. Will never order from them again.
Review by Kasie4 years ago
I received the upgraded model from what I ordered. Nevertheless it installed right into the original installation
Review by Makaiah4 years ago
I received the water heater of not the exact same model that I requested. But fortunately it works fine.
There is no communication of the shipment. I called and the operator told me that he will send me the tracking information in 10 minutes. I never received it.
All of these small "errors' make me hesitate to re-order in the future.
Review by Lukoflo Evu4 years ago
I recently purchased two faucets from FacetStop, simply because they were a bit cheaper than Amazon or any retail store I had shopped. I had questions and contacted their customer service department twice; each time was confusing. The person I dealt with was not customer oriented, and made me feel like he was doing me a favor. When I inquired about shipping time I received an answer of "I don't know how long it'll take, 3- business days, could be 7". Not great when you're trying to get a contractor in. I did receive the faucets today and they appear to be in good condition. Let's hope all goes well when they are installed.
Review by Mukadam Macnack4 years ago
Love this faucet and all other pipes! Beautiful! Very well made. Fast shipping, well packed.
Review by GemKel Farmosa4 years ago
Do NOT buy from this company! This was my worst on-line experience ever. It was like stealing.
Review by Aneita Ahmic4 years ago
In the end I did not receive my purchase, but I did receive a full refund and
had no problem communicating with customer service.
Review by Stanton4 years ago
Thought we were getting two day service after paying extra service charge. We received item 10 days later. Cust. service said service fee will be refunded. Still waiting.
Review by Cegin4 years ago
I ordered a tub spout that was difficult to find. i check a few other competitors who quoted shipping time of 2-3 weeks. FD said 7-10 days, and it arrived the next day. So like Zappos, I am find with over delivery on my order
Review by Sechita4 years ago
Joe at FaucetStop was very professional and helpful. I would not hesitate to do business with them in the future.
Thank You Joe and FaucetStop
Review by Ilburlo4 years ago
The part was available but after 10 days it had not yet shipped. I found the part else where and will cancel the order.