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:04/06/2023

  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.

  I bought a ****** Bellwether cast iron alcove tub for a bathroom renovation. It was delivered in a timely manner. It was placed in my garage as we waited for when the plumber could move it up to the bathroom. I and the contractor inspected the packaging and all was intact. But when the packaging was opened a dent in the corner and a 2inch by 3 inch chip was on the inside in the enameling. The contractor was dismayed and I called home plumbing immediately. I was told that since we didn't discover it within 30 days of delivery (it was 28 days past because of scheduling conflicts), there was nothing they could do. I explained that the tub had a manufacturing defect that was probably there before it shipped, what was their warranty for a faulty tub? They said there was nothing they could do for me. So now I have bought a $750 dollar tub that I can't use. They obviously sent me a defective tub and have no proper process or quality controls in place. If they are so strict about completely opening with 30 days they need to make that explicitly clear to the seller. They did not. I feel like I have been scammed. I have sent pictures to ****** as well.

  Business Response

  Date: 04/07/2023

  All defects are covered by ****** lifetime warranties, but this unfortunately was damage, not a defect.

   

  Unfortunately you did not inspect the tub per the instructions within 48 Hours, which is the time frame that we have to notify the freight carrier of any damages that *** have occurred during transit to you from our warehouse.

   

  We are unable to make exceptions to this policy which is clearly stated and agreed to by ordering from Amazon and or our website.

   

• Initial Complaint

  Date:09/19/2022

  Type:Product 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 purchased a tub from homeplumbing.com on Aug 15, 2022 for the amount of $1,137.99. When the tub arrived the enamel was chipped and I reported it within the first 48 hours as per the company's policy. They made me wait for about a week while they were trying to figure out how to proceed. Finally, they sent me a replacement tub. When it arrived on September 7, 2022 I saw that the box was broken in the spot where a metal strip was holding it together. I inspected the tub further and saw that there were two indents right in that spot where the box was broken. I immediately called the company and reported this. They told me to refuse the shipment and that they would not be sending any more replacements and I would get a refund. On September 16, 2022 I received an email from them stating that they would only be refunding $518.09. There was not any explanation as to why over 50% was withheld. I called the company and after a lot of back and forth they told me it was 35% restocking fee and a return freight (they still never disclosed that amount). They said that upon checking they "did not find the damage" although you can clearly see where the box is broken and see/feel with your fingers the indents in those spots. They called them imperfections and said they are going to resell this tub to somebody else. I was absolutely disgusted. Not only they took my money and left me without a product, they want to resell this item (that was reported damaged) to someone else so that they can deceive another customer. Their policies are deceiving. There are quite a few complaints about this company and they all state the same issue. They were trying to tell me that this is a buyer's remorse and that is why they charged the fee even though I called and reported that it was damaged. I also refused this shipment per their instructions. As per their policy, there should be no fees for a damaged product. I am requesting to receive the full refund due to tub being damaged clearly, visible.

  Business Response

  Date: 10/03/2022

  We acknowledge that the first tub was bent and replaced the tub as soon a possible. When we inspected the 2nd tub that you had refused the **** wiped off the tub very easily unfortunately so its not something that we can claim as damaged with our shipping carrier. Our shipping carrier has charged us for delivery and return of this tub unfortunately there are real costs when buying and shipping items and we would advise that a more thorough job is done when inspecting an item of this size and cost. 
  

  if you would like to pick the tub up and have the charges reinstated for the tub purchase please contact us. 
  

  this tub in particular has a very tough enamel which can actually take a hammer blow and still be intact and undamaged due to the manufacturing process. Please call us asap so we can resolve this amicably 

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They provided the wrong information and not what actually happened. So they clearly either did not inspect the tub or do not keep track of complaints and issues and just charge fees. The first tub had a chip in the enamel and not bend (as the seller stated). The second tub had a broken box where the metal tie was holding it together. It broke the box and left indents in the tub. So again there were indents that could not be just wiped as the seller stated. I have attached the picture previously that shows that the tub was indented. Not sure how that could be just "wiped". When I received the second tub I called the seller right away and stated the issue. They advised me to decline the shipment t and told me that they would refund the money and not send a replacement. So I simply followed the seller's instructions. The seller did not even respond with the correct issue but definitely withheld more than 50% of the purchase price of the tub. This is not right and doesn't seem as transparent selling practices. As for the "contact us asap to resolve this amicably" I did contact the seller multiple times and sent multiple emails with no resolution that would be right for the customer. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 10/05/2022

  unfortunately we don't see any defect in the photo, and we don't see any defect on the tub that was returned. I believe we may have sent a prior email with photos

  Customer Information:
  *********************** ** ************
  
  Daytime Phone: **************
  E-mail: *********************

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Everything has been documented, the box is clearly broken right where the tub is dented. Clearly it is easier for the seller "not see the damage" and withhold over 50% off the purchase price rather than do what's right.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************