TimsLife.Com: Damaged Kohler Toilets from HomeCenter.Com

On February 19th, 2007 Homecenter.Com charged my Master Card accounts for a total of $11,592.37. I ordered many plumbing items with this purchase, order # S3619905 including three toilets; an American Standard Reminiscence Toilet, a Kohler Revival toilet and a Kohler Peonies & Ivy toilet. Over the course of the next 10 months HomeCenter.Com failed to provide a refund for cancelled items, could not account for a $377.32 charge to my Master Card, refused to replace a toilet destroyed in transit, refused to replace a broken toilet tank lid from another toilet damaged in transit, refused to waive freight charges for a replacement toilet and delivered a toilet without a seat and hinged cover.
My total cost for HomeCenter.Com’s errors and poor customer service is $2,305.37. I tried to settle these problems with HomeCenter.Com but to no avail.

On February 20th, 2007 HomeCenter.Com charged my Master Card for $377.32. I repeatedly asked for an invoice to substantiate the $377.32 charge but have never received one.

One day after I placed the above order I called Homecenter.Com and spoke with Tony Pellicano. I cancelled one Moen Trim Kit Chrome / Polished Brass, part # T6125CP at $169.07 each and two Moen Monticello Inspirations Bath and Shower Faucet Polished Brass, part # T2345P for $152.21 for a total of $473.49. On October 2nd, 2007 I emailed Christine Henry at HomeCenter.Com and asked about the February 20th charge of $377.32. Christine Henry replied on October 4th that
“Tony [Pellicano] can’t explained why the $377.32 charge on February 20th.” She also stated that
“Total credit will be issued to you within 24 to 48 hours in the amount of $473.49 for Qty 2 T2345P $304.42 & Moen Qty 1 T6125CP $169.07.”. To date, April 21st, 2008 I have not received credit for the February 20th, 2007 charge of $377.32 nor the promised October 4th, 2007 credit of $473.49 for the cancelled items on sales order # S3619905 on either my Master Cards.

Here is an excerpt from Christine Henry's e-mail of October 4th, 2007 at HomeCenter.Com.

Hi,

Total credit will be issued to you within 24 to 48 hours in the amount of $473.49 Qty 2 T2345P $304.42 & Moen Qty 1 T6125CP $169.07.
Tony can't explained why the $377.32 was charge on February 20.

Thank you

-- Christine Henry
Call Center Specialist
HomeCenter.Com
800-875-7999 ( Option 4 Ext# 1330 )
Fax 775-703-6341
ChristineH@HomeCenter.com

Here is Christine Henry's e-mail of August 15th, 2007 at HomeCenter.Com.

Hi Tim Brockett,

Good morning I'm sorry you received your Kohler Toilet 14224-TL-0 damaged.

As per HomeCenter.Com Policy:

All shipments must be signed as "Subject To Inspection" on the delivery receipt and/or bill of lading unless you are 100% certain there is no damage. If you sign for a delivery without marking it "Subject to Inspection," then any shipping damage becomes your responsibility.

If there is internal damage (non-visible, discovered after acceptance of delivery) you must contact us within 48 hours. If damage is not reported within 48 hours of delivery acceptance, we cannot take responsibility for damages.

HomeCenter.Com will file the Claim with the Freight Carrier on your behave but HomeCenter.Com is not responsible of the outcome.

If claim is denied it will be your responsibility to contact the Freight Company "Yellow freight".

Resolving a claim with the carrier may take from 30 to 90 days . Once the claim is complete the Accounting Department will follow up with you. Please place keep all packaging for the Toilet and Yellow Freight will contact you for inspection.

In the mean time if you would like to place a new order, I would need your permission to charge your credit card for a new order. At this time the Kohler Toilet 14224-TL-0 isn't in stock, Kohler has the item on back order for 28 Days. Please advices on a New Order.

Thank you

-- Christine Henry
Call Center Specialist
HomeCenter.Com
800-875-7999 ( Option 4 Ext# 1330 )
Fax 775-703-6341
ChristineH@HomeCenter.com

Over the next week I asked Christine Henry to check stock status on a replacement toilet for the one received in damaged condition in July. I also asked her to check on the remaining back ordered Kohler Peonies & Ivy toilet and a matching sink. Christine replied that my original choices were still not available and provided me with a list of substitutions. I asked her to cancel my back ordered Kohler Peonies & Ivy toilet and matching sink and replace them with a Kohler Epernay toilet and a Kohler Epernay sink. I also asked Christine to order another Kohler Epernay toilet to replace the Revival toilet that was damaged in transit. Since the freight claim was pending I agreed to pay for the replacement toilet. My Master Card was charged on August 28th, 2007 for $817.71 I was charged $717.76 for the toilet and $99.95 for freight. As this was a replacement toilet I believed that I should not have had to pay freight and I voiced that concern to HomeCenter.Com. I was charged freight anyway.

The total cost of the backordered Kohler Peonies & Ivy toilet and sink was $1,866.23 and was paid for on February 19th, 2007. The total cost of the substituted Kohler Epernay toilet and sink was $1,528.84. Thus I requested a credit to my card for the difference of $337.39. That credit was issued by HomeCenter.Com and showed up on my Master Card on September 11th, 2007.

On September 25th, 2007 the Kohler Epernay Toilet arrived with a broken tank cover. I noted the damage on the freight bill and immediately notified Christine Henry at HomeCenter.Com. On October 2nd Christine Henry advised me:

“The model # for the Tank Lid is 80625-EP-96 which has a 49 day lead time from Kohler. If you would like to order another Tank Lid we can do so I will need your permission to charge you. If you decide to connect Kohler directly they make just send you another Tank Lid at no charge. “.

I asked her to file a freight claim and told her that I thought it was HomeCenter.Com’s responsibility to follow up with Kohler for replacement items. I declined her offer to order a new tank cover and charge my card for it. Per Christine’s request I held on to the broken tank lid. I still have it along with the destroyed Kohler Revival toilet that arrived in late June. HomeCenter.Com has not requested either of the broken items to be returned to them.

On October 4th I emailed Christina Brown in the HomeCenter.Com Claims department and informed her:

“1) I am not satisfied that I paid for a toilet that was improperly packaged and thus received in totally unusable condition. I understand that Yellow Freight denied your claim but that is not my problem. My problem is that I paid for a toilet and received only pieces.

2) Homecenter.Com sent another toilet to me which was also not properly packaged. Fortunately only the tank cover was damaged. I am still waiting for a replacement tank cover.

3) Homecenter.Com charged my Master Card for $377.32 on February 22, 2007. Although Homecenter.Com can show me how they spent that money they have been unable to show me what specific items and the prices charged, the Master Card charge was for. “

Here is a reply e-mail from Christina Brown at HomeCenter.Com regarding their responsibility for one of the broken toilets. It is signed by Christina Leggs but the e-mail header and return address is from Christina Brown.

Hello,
This e-mail is to advise you that I have been instructed by the CEO of the company to inform you that you will need to contact Kohler at 1-800-4-Kohler for the replacement lid per our Policies. Kohler will ship a replacement to you but being that you are the customer HC can not follow up with them you will have to contact them directly. I do apologize for the inconveince this may be causing you but the best way to resolve the issue in a timely fashion is follow up with Kohler.

Thank you

-- Christina Leggs
Claims and Returns Specialist
HomeCenter.Com
800-875-7999 option 3
516-256-1381 Fax Number
christinal@homecenter.com

I called Kohler on November 11th, 2007 and spoke with Josh Joyce. He followed up with an e-mail which stated:

Mr. Brockett,
In response to your call regarding the toilets that you received from Homecenter.Com, unfortunately it would be the responsibilty of the merchant to deliver the customer with the product that they promised. When the product leaves our warehouse, it is in working condition and not broken. Once it has reached our distributors it is in the hands of our distributors to take care of our product and ensure that the customer gets what they paid for. If Homecenter shipped your product broken, you would need to take the claim up with homecenter.Com or the shipping company. If you have any other questions in the future, please feel free to contact us here at 1-800-4Kohler.
Thank you,
Josh Joyce

Answer Center Representative I
C2B Operations, Kohler Company
444 Highland Dr. MS 081
Kohler, WI 53044
Phone: 1-800-4Kohler
Experience gracious living online at:
www.kohler. Com

In the middle of November, 10 months after HomeCenter.Com charged my Mastercards for $11,592.37 the final items arrived; the Kohler Epernay toilet and Kohler Epernay sink. Both arrived in good shape but the toilet was missing a wooden seat and hinged seat cover.

I have tried my best to inform HomeCenter.Com of the errors in my charges and work with them in getting these problems solved. As I see it HomeCenter.Com owes me a refund for:

1) A February 20th HomeCenter.Com charge on my Master Card for $377.32.

2) Items that I cancelled from order # S3619905 which include: one Moen Trim Kit Chrome / Polished Brass, part # T6125CP at $169.07 each and two Moen Monticello Inspirations Bath and Shower Faucet Polished Brass, part # T2345P for $152.21 for a total of $473.49.

3) A refund for the Kohler Revival toilet which cost $1,214.56 and arrived on June 29th, 2007 completely destroyed.

4) A replacement tank lid cover for the Kohler Epernay toilet that arrived with a broken tank cover, part # 80625-EP-96 or a refund for the replacement cost which at other web retailers is approximately $150.00.

5) A refund or replacement for the missing wooden seat and hinged seat cover from the second Kohler Epernay toilet. Other web retailers charge approximately $90.00 for a replacement Kohler wooden lid and seat. In summary I believe that a refund of $2,305.37 is in order.

I have filed a complaint with several private and government agencies including but not limited to: The Better Business Bureau, the New Jersey Department of Consumer Protection, the New Jersey Attorney General's office, Epionion.Com and Master Card. I will post results after my grievance against HomeCenter.Com makes its way through the system.