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:08/29/2024

  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 vanity through ********** on 8/9/24. The backsplash arrived in pieces and the marble sink was scratched. I reached out Water Creations, and they won't replace the items or help me in any way.

  Customer Answer

  Date: 09/04/2024

  
  ORDER #WJ61422559

  Business Response

  Date: 09/05/2024

  Dear *******,
  
  Thank you for our recent phone conversation yesterday. 

  Our records show that the customer (***********************) purchased a ******* 24 in. W x 33 in. H x 8 in. D Bathroom Storage Toilet Topper in Espresso (SKU: ************* ********** Merchant SKU: **********) on Friday,August 9, 2024 (PO Number: ******** / Customer Order Number:  *********** We shipped the item the following Monday, August 12, 2024, and it was delivered on August 19, 2024, via ***** (tracking number: 278178490642).
  Please note that this Toilet Topper is a wall cabinet with no backsplash. For your convenience, Ive included a link to the item.
  ****************************************************************************************************************************************************************************
  

  The customer order number you provided is **********, with PO number ********. It was placed by ************************* on 8/2/2024, not by ***********************, which is why it could not be found in our system in relation to the vanity. The vanity was shipped according to **********'s instructions via ***** Express Line (EXLA) directly to the ********** store at the following address:
  C/O THD Ship to Store #****
  *****************************************************************
  The item was received by the ********** store on 8/9/2024.Here is the tracking information:
  Tracking Number: 2954680929
  
  
  Please note that all ********** orders are managed and paid for by **********, and we do not have the authority to make changes to these orders.
  ************************* contacted Water Creation **************** on 8/28/2024 and provided images of the damaged vanity, countertop, and backsplash were both damaged. We advised her to contact ********** directly for a replacement or refund for the following reasons:
  1.  All ********** orders are assigned and paid for through **********'s account. According to their return policy, customers can return or exchange damaged items within 90 days of purchase. You can view their full return policy here: **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  

  2.  This vanity comes pre-assembled as one unit, which includes the countertop, cabinet, and sink. We cannot send a replacement countertop separately. Since the countertop was damaged during transit, the entire unit must be replaced. Given that the item was purchased from **********, ********** is responsible for addressing this issue.
  Water Creation has been in the bathroom vanity business for over 13 years with **********, and in similar situations, customers have received a replacement, a full refund, or a partial refund directly from **********.
  For your reference, I have attached the email correspondence we had with this customer.
  
  Please review and advise at your earliest convenience.
  Thank you for your assistance.

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because:

  I NEVER MENTIONED ANYTHING WRONG THIS THE TOILET TOPPER.  IT IS THE VANITY ONLY THAT IS THE PROBLEM.

  THE VANITY WAS INSTALLED BEFORE WE SAW THE SCRATCH AND BROKEN BACKSPLASH.  IT CANNOT BE TAKEN OUT NOW.

  ACCORDING TO **** DEPOT, THE FULL REFUND SHOULD BE FROM THE COMPANY THAT MADE THE VANITY AND NOT FROM THEM.

  THANK YOU,

  **** AND *************************

  Business Response

  Date: 09/09/2024

  Hi *******,
  
  I want to clarify that the original order was under a different name until the correct customer order number was provided, which listed ************************* as the customer.
  
  As previously mentioned, the vanity was pre-assembled as a single unit. If the item was received with a damaged countertop, it should not have been installed. The customer has the right to contact *************************** to request an exchange or a full refund.
  
  If the only damaged component was the backsplash, it can be replaced. However, if the marble countertop is broken, as shown in the image provided by the customer, the item should not be installed at all. In such cases, the customer is entitled to request an exchange or refund through **********.
  
  Additionally, ********** has handled similar situations in the past, providing customers with a full unit replacement or refund. Please provide the contact details of the ********** representative who mentioned that "according to **********, the full refund should come from the company that made the vanity, not from them." This response is not consistent with their past handling of such cases. ********** is responsible for offering a full replacement or refund directly, according to their policy, not the supplier.
  
  Im unsure why the customer received this response from **********, as their policy entitles them to an exchange or refund in this situation.
  
  Looking forward to your response.