ComplaintsforSweetHome

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had purchased a shower head set from their website on July 12th 2023. I paid $698.99 for the product. Months later the LED lights stopped working and I had emailed them about the problem. I got a reply asking to send a video of the issue, which I did. More than a week went by without a response. I had followed up multiple times with no response. This has been going on for over a month now. Recently the control valve is making a high pitch continuous noise in on and off position. I emailed a video with that issue also, to which I got no reply. I called their number multiple times, nobody answering. I would like to have this product repaired or replaced, so I can have a functioning system. If they cant, then a refund would be sufficient.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a faucet from this company last year. It didnt work properly from the start. I sent countless emails and called just as many times. All I wanted was a new cartridge to hopefully fix the problem. I was told twice that they would send it and they never did. There is only one person that answers the phone and he doesnt really speak English. I sent my proof of purchase several times as he requested. I have done everything on my end and they wont even return my calls or emails. I have never filed any kind of complaint before but this is no doubt the worst customer service I have ever experienced. The last conversation I had with this company they told me that it had been over a year now. I have been contacting them since last fall

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This is the WORST company ever! DO NOT buy anything from their website! Their customer service is very rude!! We bought a rain shower from this company well over a month ago & when we received it, it was nothing like what we expected & to boot there were no English instructions at all!! My husband contacted them the same day we received the product & said we wanted to return it. It was brand new in the package! We never opened anything other than the box it was shipped in. We returned the item in its original package in perfect condition the very next day after we received! Weeks went by after they received the item back & no return. I had to harass these people for my return & when they finally did my return after numerous emails they shorted us $233! They should have given us a full refund because everything was in brand new condition, never opened or used! I was told by the company after I wrote a negative review that if I deleted my review then they would give me my refund. I told them that AFTER I received the review I would delete it immediately! After no response from the company when I emailed 3 more times I went to put another review & noticed they deleted my reviews AND now you can't write a review without having an account. So I made an account & still can't write a review because I didn't "purchase" right this very minute! They are a bunch of scam artists!

  Business response

  02/10/2023

  We deal with it strictly in accordance with the return agreement. As for your comment, we don't quite understand what you mean. Maybe you can have a try again to find out the reason.

  Customer response

  03/07/2023

   
  Complaint: 19316188
  
  I am rejecting this response because: I want the full refund for the return of the rain shower. I am owed $233! We returned the rain shower the very next day, in the original packaging. The only thing that was opened was the shipping box. Everything else was not opened or used. The reason for the return is that it was misleading on the website & the product itself is poorly designed. I just want our $233 returned to us! I contacted the company immediately after I received the product & said I was returning it. He said I just needed to send it back in the original packaging. Which I sent it back the very next day! Please ask them to refund us the $233.

  Thank you!!

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

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After discussing a shower system from the company to be placed in a remodel of a bath is my older home I made a purchase. I was concerned about water pressure issues as my home was built in 1890 and has been in my family since them. I was assured by the representative that it should be no problem and could be returned. I reviewed their return policy and it did not mention anything other than they did provide refunds if a product needed to be sent back. I purchased the system for $1250.99 with a credit card and the charge came back as PayPal charge but thought nothing of it. This was 5/17/22. There was an initial package that was sent and contained only the shower head and details about the system. The remainder of the system arrived much later and had been opened by customs in Cincinnati. I called my professional plumber and he looked at the initial box and told me the system would not work in my home. I then contacted Sweethome and was given instructions about where to send the product. I did as instructed and got confirmation that it had been received. Three weeks passed but no refund was issued. I sent an email on 7/4 asking about my refund and they told me it would be issued shortly. They refunded ******* that day. I sent several emails after this and they refunded another ******* but this was **** less than the purchase price. I again e-mailed them again with their response being that it was my fault and that I was 'small-minded". Of course, I have all of this saved. Today I was told that they have a policy that they can retain "their costs" for returned products. I have reviewed their return policy again and see nothing about a fee. I know that some companies charge a re-stocking fee but I do not do business with them. I sent a negative review on about my experience but the company removed it and said that this is common for them to do. Right. This is my sad story.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/23) */ Here is the content of the last email he sent me, we are all control process to do. We returned it all to him long ago. Thank you for your help. This is the right thing to do. I will add no additional comments beyond what I sent out yesterday. I regret that this was such a difficult process for everyone involved. As I have said, initially it was about money but the issue became more about professionalism and respect. I wish you a happy and healthy 2022. Consumer Response /* (2000, 7, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company eventually refunded my payment in 3 separate refunds. They did this only to prevent further comments on their WEB site. During the process they called me "small brained" and after the resolution they said that I was dishonest because they claimed that I continued to post negative comments. I was honest and did not post any afterward, they just did not find them. I still think for consumers in general this needs to be on investigated in more detail. Here is their scheme: If a consumer posts a review that is not a 5 the company reviews it and if ANY information is posted that is not totally positive then it is immediately removed, no matter how accurate it may be. The only way to actually get a post to remain on their site is to give a 5 rating and then make your comments. It takes some time for them to find those. The only way that I got my deserved refund was to spend hours insisting they do this. If I had not had the time or persistence, this would never had been refunded. While removing negative comments may be legal, it is not ethical treat of consumers.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction - ********* Order No. ************** Product was received damaged. I have communicated through their website and email, provided an explanation of the damage, with several photos and answered any questions the company asked after some back and forth via email. I was told several times that a replacement would be sent out, but after several weeks and more attempts to get a status, on my last email I explained that I would be filing a complaint for resolution with the BBB. They did not respond to my last email communication. Please see the supporting attached documents that has the email communications and photos supplied of the damage.

  Business response

  07/11/2022

  Business Response /* (1000, 8, 2022/06/29) */ A new product is reissued to you with the following tracking information. ***** tracking number************ Consumer Response /* (2000, 10, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 8, 2022 I visited the website for Sweethome247 (****************) and placed an order for one item: ShowerHeads Shower Ceiling Square Bathroom Smile Music Shower Head 3-Function for a total of $669.99. The item was delivered on February 17, 2022. On February 18, 2022 at 11:19 am I sent an email to the company at two different emails (************************ and ************************) advising of the following: "I received this product last night, and it is not what I was expecting. The quality is not satisfactory for the price paid. We take extremely hot lengthy showers, and we believe the plastic components pieces will likely warp overtime. I would like to return this product for a full refund. All pieces are intact and not installed, and all items are in their original delivery condition. Please advise how I proceed with the return." A few minutes later I received a response back from ************************ stating: " That is not plastic, that is a special rate of material, used to show the light, this is a music and light shower head, if all metal, where do you think the light shows it? No matter how long you bathe, it will not be deformed." I then responded: "Still not the quality I was expecting for the price. How do we proceed with this return and refund'" I was then provided with a return address:************************************* (Attn: ********), and was advised to provide a tracking # for the return so that the finance department could be informed to issue the refund. On February 22, 2022 I shipped back the merchandise in its original packaging and condition, non-assembled, unused, uninstalled and undamaged and with all pieces that were in the box. I sent an email to the company, containing the USPS tracking # ********************** (the return was delivered to the company on February 24th). On March 6, 2022 I followed up with the company, since I had not received a refund yet. They advised: "The refund is going through the process, it should be soon, I urge the financial department to hurry up." On March 9th, I noticed that on March 7th, the company had reimbursed my PayPal account, in the amount of $446.66. I immediately emailed the company again, advising: "I received a notice of the $446.66 refund for the showerhead I returned. It seems extremely unfair that nearly 35% was deducted from the refund, when my original purchase was $669.99 and I returned the item in the same exact condition as I received it. Please advise. This is the first time I made a purchase from your company, and I don't feel this is good practice from a business perspective and customer satisfaction. I paid for the return and returned the item in a timely manner. Definitely not expecting to lose $223.33 hard earned money. That is complete highway robbery, and crazy!!! I am looking forward to leaving a review of your customer service and customer satisfaction, but it definitely will not be a good review unless this purchase is reviewed, and I receive an additional refund for the remaining $223.33." I also said, "I returned this item in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You specifically have a notice on your website as it refers to returns: RETURNS: 1. If you need a refund, please ask within 30 days after receipt. If 30 days have passed since the date of purchase, unfortunately, we will not be able to refund or exchange for you; 2. To be eligible for a return, All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You have to pay for the return or exchange cost if no quality issues are involved. We reserve the right to deduct the re-stocking fee from your refund when the returned item is not considered to be in its original packaging/condition or already been damaged." On march 10th, I received a reply from the company, which said: "Just like the return clause, we have to pay for return shipping and handling charges." I replied: "I paid for the return and the item was in the condition as received". After not hearing back for 2 weeks, I sent another email today (March 22nd), as follows: "I'm following up on the $223.33 funds that have not been refunded from my order. Once received, and not satisfied, I promptly returned the uninstalled item in its original packaging. It is absolute unfair practice and highway robbery to charge me 33% re-stocking when your website says, "We reserve the right to deduct the restocking fee from your refund when the returned item is not considered to be in its original packaging/condition or already been damaged." "I returned this item "UNDAMAGED" and in its "ORIGINAL PACKAGE/CONDITION". Refund the $223.33 (minus your S/H cost) or have a supervisor contact me immediately about this. I will be on the lookout for the refund or call. Thank You! BBB and Consumer Affairs Complaints to follow if I don't hear back by the end of today. Per your website ... "You have to pay for the return or exchange cost if no quality issues are involved." The company replied today (March 22nd), as follows: "It costs us to deliver the goods to you. Should we also bear this'" I didn't wish to continuing going back and forth via email with the company. Per the company's website, which reads: "To be eligible for a return, All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You have to pay for the return or exchange cost if no quality issues are involved. We reserve the right to deduct the re-stocking fee from your refund when the returned item is not considered to be in its original packaging/condition or already been damaged." In conclusion, since there were no quality issues, my refund should be in full, since I paid for the cost of returning the product to the company.

  Business response

  05/10/2022

  Business Response /* (1**0, 8, 2022/05/10) */ The refund we gave to the buyer is in accordance with our refund rules. We have already communicated with the buyer and refunded the buyer again Consumer Response /* (3**0, 14, 2022/06/06) */ From: "******** ********" <***********************************> To: "Better Business Bureau" <************************> Sent: Monday, May 23, 2022 **:24:22 AM Subject: Re: BBB Complaint Case# ******* (Ref#**-*******-*******-*-****) Thank you so much for the update on the complaint. The company still owes me $123.33. Out of the $223.33 remaining funds that had to be refunded, the company refunded me $******. I am still out $123.33 that has to be refunded. See communication below, which I sent to the company when they unfairly retained $223.33 of my return, which I returned in Undamaged condition and in its original package: ----- I'm following up on the $223.33 funds that have not been refunded from my order. Once received, and not satisfied, I promptly returned the uninstalled item in its original packaging. It is absolute unfair practice and highway robbery to charge me 33% re-stocking when your website says "We reserve the right to deduct the restocking fee from your refund when the returned item is not considered to be in its original packaging/condition or already been damaged." I returned this item "UNDAMAGED" and in its "ORIGINAL PACKAGE/CONDITION". Refund the $223.33 (minus your S/H cost) or have a supervisor contact me immediately about this. Business Response /* (4**0, 16, 2022/06/07) */ I don't know why we received this email. If there is any problem with the product, we will refund the product to the customer or directly reissue the new product to the customer. Consumer Response /* (42**, 18, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company still owes me a refund of $123.33. I returned their product expeditiously, in uninstalled and brand new shape as received. I believe that they are committing a theft and need to issue a refund for the rest of the money.

*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. ↩