Complaints

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, I'm complaining about the business of East Start Building Supply in ***** *******, *******, ** *****, not the one in *************. They shares the same website(***********************)and brand, but that one is not listed or accredited. On Dec 09 2023, I bought 2 hansgrohe showerpipes from the business. Naturally, the business guaranteed that the showerpipes should work without any issues.on Dec 11, 2023, when I started installing them , I found that one the shower pipe has a broken seal ring, which caused it leaking water. On Dec 15, 2023, I went to the business to ask for an exchange or return. But they refused. They claimed that they will order a replacement for me, but refused to provide any timeline. This doesn't solve my problem, because I need it immediately to pass the plumbing inspection for my house remodel. Without it, I need to keep paying for my rental home and contractors. What I'm asking is to have an immediate solution to my situation, either by exchanging it, returning it, or getting a replacement within a week. But they can't offer any of them.

  Business response

  01/12/2024

  To whom it may concern,
           On December 15, the customer came to our store and told us that the **ring accessory of one of the Hansgrohe shower systems that he bought was damaged and he requested to replace the **ring accessory. Our salesperson went to our parts storage room immediately to look for this **ring accessory that he needed. Our salesperson got several similar **rings for the customer to check if one of them was the same size that the customer needed. Unfortunately, the model of the shower system that the customer bought was an exclusive one, and the **ring accessory is a little bit bigger than the ordinary one. We informed the customer that we had tried our best to help, but we did not have the **ring accessory that he needed. The salesperson reported the issue to our office clerk immediately and she sent an email to our claim department along with all the information and pictures on the same day December 15, 2023, at 2:32 pm while the customer was still in our store. When our claim department received the email, he helped the customer to claim an **ring which matched the customer s demand from ***************** right away.
            The time that our claim department applied for a claim was December 15, 2023, around 3 pm.  We have made it clear to the customer that we will let him know as soon as we have any updates from Hansgrohe. At that time, we were not sure about how long Hansgrohe will need to process the claim. We could not guarantee the customer an accurate time when they would receive the replacement part.
            On December 22, we got a response from Hansgrohe. The email showed that the **ring accessory that we claimed was already shipped out with **** which will take **** business days. Our salesperson has told the customer that the accessory was sent out. Due to holidays, the delivery time may be extended and we hope our guest can understand. East Start Building Supply has always been committed to serving our customers as our priority. I hope our guests can kindly understand.

  Customer response

  01/12/2024

   
  Complaint: 21015500
  
  I am rejecting this response because:

  This response doesn't solve my problem at all. I understand that the business claimed to order a replacement. I would probably accept it if I have started using the product for a while, and then it became broken.

  But the product came with a broken part when I opened the box, before I even installed it. So basically they sold me a defective product. And they refused to take any immediate action(either return or replacement). This has delayed the final inspection of my bathroom remodel, and costed me both money and time(it has been more than a month as of today). Even in the 1-month delayed response, they are still saying they have 'tried', I 'may' get a replacement, and the timeline is 'asap' lol. So this doesn't solve anything, and I can't accept it.

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

  Business response

  01/17/2024

  To whom it may concern,
        We tried to contact the customer, but the customer didn't answer our calls. We would like to ask the customer if they have received the parts because the parts have been shipped on December 22, 2023. If the customer received the parts, the product should be able to be used normally. If you have not received it or there are any other problems after reinstalling it, please contact us. All warrants and claims need to go through our vendor, Hansgrohe. If the customer cannot solve the problem after receiving the parts and needs to replace it with a brand-new product, we will report to Hansgrohe whether we can replace it with a new product for the customer. Thank you.

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