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:08/19/2022

  Type:Service or Repair 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.

  Eden Bath and Home Group Order ID: ***** Date ordered: 3/8/2022 Price: $559.00 ***** tracking # ************ Eden Bath and Home Group knowingly sold me a damaged product without informing me the product was damaged. After I noticed the damaged product and then contacted Eden Bath and Home Group, they **** emails admitting they knew the product was damaged prior to shipping.I purchased a stone vessel sink online and had it shipped. I left the sink in the box to protect it. I also purchased the sink drain from Eden Bath and Home Group. The installation consists of setting it on top of the counter, as it is a vessel sink, and putting the drain through the hole in the sink. After it was installed I noticed a chip in a very noticable part of the sink basin. I thought the contractor had damaged the sink until I looked at the photo of the sink Eden **** me prior to purchasing. The chip is clearly visible in the photo, once you know its there. Eden Bath and Home Group acknowledges they noticed the chip prior to shipping. **** denied me the option of returning the sink as they said it had been installed.The last email from the owner stated:"We said you can fix the sink and we initially recommended a clear epoxy. But you seem to be wanting to change the color and it concerns us that you're going to end up with an even more noticeable spot in the sink if you do that, which is why we said it's beautiful as is and you're risking making it worse." They said the chip is a "natural crevice" but it is clearly 100% a chip with sharp, vertical edges that does not match the adjacent color or texture of the stone. Eden Bath and Home Group promises a very high quality for all the products on their website. Eden Bath and Home Group did not adhere to their promise when they knowingly **** me a damaged product. The damage is still in the exact same condition as when I received the sink.

  

  Business Response

  Date: 08/31/2022

  Customer first contacted us on 2/25 asking about other products. On 3/3, prior to purchasing any items, customer asked about our return policy to which we responded the following (see attached email WC Return Policy Inquiry Prior to Purchase.pdf and Terms and Conditions.pdf, highlighting added):

   

  Yes, uninstalled items can be returned within 60 days of the purchase date. A restocking fee of 15% will apply and you would be responsible for return shipping.

   

  Please see our complete return policy at https://www.edenbath.com/index.php?route=information/information&information_id=5

   

  So prior to ever ordering, the customer clearly knew that only uninstalled items could be returned. This is also stated in the published return policy, which indicates items should be inspected within 48 hours of receipt and any issues reported at that time.

   

  On 3/5, customer began inquiring about the sink model he eventually ordered, and his complaint is related to. He asked if he could get pictures of the sinks in stock to choose the exact sink he would get. Although not a standard practice, we agreed to take pictures as a courtesy. Pictures of five sinks were sent to him and he chose the sink he received. See WC Request for Pictures and Selection.pdf emails and picture he was sent of the sink (20220308_124517.jpg).

   

  After choosing the sink on 3/8, the sink was shipped to him and delivered on 3/11. On 3/12, the customer emailed us The sink is beautiful. We asked for pictures of his install, and he replied on 3/14 I will send one - can't wait! (see WC Initial Comments on Sink Upon Receipt.pdf)

   

  On 4/12-4/13, customer asked several questions about sealing the sink, which were all responded to (see WC Responses to Additional Questions.pdf).

   

  On 5/17, customer emailed the sink was installed and beautiful, but had an area he described as a fairly large chip and included our original picture with the area in question circled (see Sink Area In Question.jpg) and asked if there was a way to repair it. We provided information on options in response to his questions and attempted to explain the area in question based on our knowledge of natural stone sinks over the next couple weeks. We did indicate that the spot had been noted and inspected prior to shipping but was not an uncommon feature of natural stone sinks, which was why it was shipped. We did not and do not consider it defective. We did not knowingly send a defective sink. Had the customer noted and disliked the sink prior to installing it, they would have absolutely been able to return or exchange it. Suddenly, on 6/3, he presented his version of the timeline trying to defend his late reporting of the issue and wanted someone higher up to contact him, but didnt ask for anything specific to be done. The owner responded and summarized the situation and our recommendations and confirmed our return policy of not being able to return items after theyve been installed. ******** replied with his dissatisfaction and said all he wanted was a solution, but didnt like our explanation and said You'll get some free advertising out of this. And replied again Just to confirm - I would have been fine with the epoxy solution. to which we replied with the email he provided from the owner where we again laid out the epoxy solution options he had. (See WC Interaction After Install.pdf)

   

  On 6/4, he began posting reviews on the internet with inaccurate information about what had occurred. We responded to the review he entered on our site stating again why the sink could not be returned and what his options were if he wanted to smooth the area or change its color. He replied that he would fix the inaccuracies in his review, but he hasnt. He then said I don't think I want a new sink, I'm trying to not let it bother me, but when I use the sink I can only see the chip. I may try to do something after some searching for more information. (See WC Initial Reviews and Response.pdf).

   

  In summary, we have made extensive efforts to address the customers every inquiry. Customers sink is not eligible for return or replacement due to his having installed it. This policy was made clear to him prior to his purchase, but he chose to install it based on his inspection and declaring it beautiful. We have offered solutions, which the customer has clearly not attempted as his complaint states: The damage is still in the exact same condition as when I received the sink. As shown in the pictures, this is a tiny spot in the sink, which he did not notice prior to installation and the plumber didnt feel worthy to point out prior to installation. But hes become fixated on it now that hes noticed it. He could make changes to it, but for some reason chooses not to. Although not eligible for a refund/replacement, this complaint is the customers first request for either.

   

  If the customer would like a different sink, once this model is back in stock, we would be happy to offer a generous discount on a new one. We would provide high resolution pictures of four sinks to choose from, but customer would have 48 hours to thoroughly inspect the sink upon receipt to report any concerns if the sink was not acceptable to him.

   

  Thank you,

  *************************

  Eden Bath and Home Group

  ************

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17740556
  
  I am rejecting this response because:

  The seller acknowledged they knew the sink was damaged prior to selling and shipping. I did not notice the sink was damaged until after it was installed as I left the sink in the box for protection until installation.
  I understand the policy of No Returns after installation but the issue is that the seller knew the sink was damaged prior to selling it to me.
  
  I tried to work with the seller to find a way to repair the sink. The seller finally determined I should not attempt to repair the sink saying it would make it "worse" than the damaged condition they knew it was in when they sold it to me.

  
  I decline the offer of a reduced price on a new sink as I only need one sink. I would like a generous reimbursement for the damaged sink the seller intentionally sold me.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/07/2022

  We stand by our initial response. We stated that we noted the spot in question prior to shipping, but we did not then, and we do not now consider the area defective. Customer has installed the sink and therefore it is not eligible for return. Any concerns with the appearance of the sink needed to be raised prior to installation as he was clearly informed prior to ordering. We stand behind the information provided to alter the sink as the customer wished. We did not determine that the customer should not take those steps. We believe the sink is beautiful as is and the customer seems to want to keep it, but for free. Making alterations, like the ones the customer wishes, always carries a risk of creating an even more noticeable spot, if not done well. That doesnt mean it cant be done.