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:05/09/2024

  Type:Product 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.

  Dear Better Business Bureau,I hope this message finds you well.I, *************************, am writing to file a formal complaint against *** regarding the recent purchase of multiple countertops and the subsequent refund process. The initial countertop, Order ID: *****, described as "BSN-******-G *** Toscana Double Bowl Vanity Basin Glossy 64 Inches," was purchased for $545.40 plus 7% tax, totaling $583.58 including tax.Upon delivery of the items to my property, I did not sign any documents accepting the tops nor did I accept any responsibility for the items delivered, as was erroneously alluded to by the *** associate.On April 29, 2024, upon inspection of the *** Toscana Single Bowl Vanity Basin Gloss 32 Inches, it was evident that the product suffered from poor workmanship and overall quality. I immediately informed the salesperson that I would be returning the items.On May 7, 2024, while at the *** distribution center processing the return of the items, it was discovered by the *** associate that one of the 64-inch countertops was damaged. Despite the packaging showing no external signs of damage, the countertop was shattered upon closer examination. The other 64-inch countertop and the 32-inch countertop were returned in good condition.To clarify, I returned the following items:- Two *** Toscana Double Bowl Vanity Basin Glossy 64 Inches: $1167.156 (total price for two, including tax) - One of these items was returned due to damage.- One *** Toscana Single Bowl Vanity Basin Gloss 32 Inches: $281.6775 (including tax) - This item was returned in good condition.*** has been uncooperative in providing refunds for these returned items. They denied a refund for the damaged countertop and also failed to provide a refund for the items returned in good condition.The total refund amount for the returned items, including the damaged countertop, is $1448.833.Numerous online reviews corroborate my experience, citing poor product quality and difficulties in obtaining refunds from ***. These reviews highlight a concerning pattern of behavior that suggests systemic issues within the company's operations.I demand a full refund for the purchase of all returned items, totaling $1448.833, to be processed within the timeframe dictated by consumer laws, including the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), which prohibits unfair or deceptive acts or practices in the conduct of any trade or commerce.Furthermore, I would like to resolve this matter in an amicable manner, but I am prepared to seek additional compensation as allowable under Florida law. As per Florida Statute *******, I am entitled to recover my hourly rate as a quality professional if necessary. This statute provides consumers with the right to recover their hourly rate for time spent remedying a violation of the law.As a consumer, I am deeply disappointed by ***'s lack of accountability, poor product quality, and inefficient refund process. Therefore, I am reaching out to the Better Business Bureau for assistance in resolving this matter.Thank you for your attention to this complaint.Sincerely,*************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The pain is peeling off of show fixture, installed Jan 2023, is under warranty., ,I spoke to them, they keep telling me they are working on it, it's been close to a month now.just want it fixed...

  Business Response

  Date: 11/13/2023

  Customer contacted DAX about item *********** (Sales Order ***** from Jan 2023) claiming that the paint (*******************) was coming off the valve. After inspecting the information provided by client, it was determined that the paint was coming off by the use of abrasive cleaning product which is instructed in the item instructions to avoid. 

  Customer did not accept the response provided and claimed he will present a small court claim case against DAX plus report the company in BBB. 

  We take pride in our products and warranties, so the company accepted to provide a new replacement part which is not in our active stock. The part was ordered directly to the factory and had an estimate date of arrival of 11/10/2023. The customer was informed of this decision and estimated arrival of the replacement by email from DAX customer service on 10/16/2023. Customer acknowledged the email and responded confirming he will pick up replacement part from our store on the same day (10/13/23) 

  In our opinion, DAX went beyond its policy to satisfy the customer request. 

   

  Thank you

  *******

  Customer Answer

  Date: 11/16/2023

   
  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.
  
  Sincerely,
  
  *******************************