ComplaintsforAnzzi LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 1-20-2024 Purchase price $349.79 ItemRhodes Series 60 x 76 in Frameless Shower Door Order # SA3482 Was not informed this item was on back order until sometime after April.I contacted company on ****, **** **** and was told item was still in distribution center. Called on **** and was finally told item was on back order. They charged my credit card knowing they would not be able to fulfill the order for several months. I want a refund now!

  Business response

  01/31/2024

  The customer was informed that the order was pending fulfillment, a refund request was sufficient to receive a full refund. We have gone ahead and issued a full refund after cancelling this order at this time. Please expect the money back to the original payment method within 3-5 business days. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Anzzi waterfall vessel sink (model # LS-AZ8089) 3/14/2021 through ********** to be installed in a newly constructed guest room. The sink was professionally installed by a plumber, and it worked well until last week. Being that this bathroom is used maybe 5 times per year, I never would have expected issues with it leaking in less than 3 years. We have sinks that were installed 15 yrs ago when our house was built at they have never leaked. Needless to say this Anzzi faucet is leaking around the cartridge, and has caused damaged inside of the cabinet (by the way which was build at the same time of installation). I have called this company in attempt to find a replacement cartridge (per the plumbers recommendation), but there customer service is pretty much non existent. I was either on hold for 45 mins only to be told that no one was available in the parts department. I was also told that my faucet (less than 3 yrs old) has been discontinued so warranties dont apply. I was also advised unlike most companies, they dont sell replacement cartridges. I was then told by ****** that I could potentially purchase a faucet from the same type of sink in a different color then switch out the glass cover. I was willing to do that, however ****** mentioned having to check with someone to confirm what he told me since they only had 7 in stock. I have yet to hear back from him or anyone from Anzzi regarding this issue. This some of the worst customer service that I have experienced!!! I have a 2.5 year old sink with a leaky faucet and no answers as to how to resolve the issue.

  Business response

  01/25/2024

  Hello, 
  
  Thank you for reaching out to us in regards to a warranty claim. Please note all of our products have LIMITED LIFETIME WARRANTY. We will send parts as long as the item is not discontinued. An order number was not provided, therefore, I was unable to find the order. Kindly provide the order number and I will review the request. As mentioned in the warranty, we will send the part, subject to availability and the product not being discontinued. 
  
  If discontinued, we will gladly offer a replacement faucet at a good price, if interested. 
  
  Thank you for your patience and understanding! 

  Customer response

  01/27/2024

  I have attached the receipt from ********** with order number.

   

  Thanks,

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

  Business response

  01/31/2024

  As shown in the attached picture,  LS-AZ8089 has been discontinued since 2021. At this time, we are unable to provide parts or replacement for this particular faucet. The best we can do is offer a good price to the customer for a new, different and similar unit. Our queue is no longer than 1-2 minutes, the customer may give us a call at ************ to be provided with alternative faucets by our sales representative. When one is selected, the customer may ask the sales representative for better pricing based on this BBB case and we will help the customer. 
  
  However, this case should close as this item is discontinued, therefore, not valid for warranty. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a walk in tub. The seal around the door leaks. The water goes out faster then the water comes in. Made a huge mess last time we tried to use it. Soaked the rug, went into the hall. Awful. Tried to get someone to come check it out. We were told that they have no one in our area. I sent pictures. You really couldn't see anything. They wanted me to film the water flowing out of the tub. Asked them to send a new seal and I would find a plumber. Finally agreed but the seal we need is on back order. That was Sept and no update as of yet. We cannot use the tub for the benefits it could provide my Father. Why in the world would I ask for a seal if I did not need one? They act as if I am trying to steal from them. Started this in July, 2023.

  Business response

  12/08/2023

  As the comments states, we did assist and created a work order. However, the part is on BACK ORDER. That said, we have done everything we can at this moment to assist but we cannot send a part we do not have until it comes in. 
  
  For a quicker solution, we recommend the customer driving to a ********** or hard ware store and try to find a door seal that works. 
  
  We will send the part as soon as it arrives. Unfortunately, we currently have no ETA on seals. 

  Customer response

  12/11/2023

   
  Complaint: 20933651
  
  I am rejecting this response because: this is a failure on their part! They could send a new door with the seal attached. I will not recommend this tub to anyone!!
  
  Sincerely,
  
  *********************

  Business response

  12/12/2023

  As mentioned, we fulfill every order as parts become available. We cannot send a part we don't currently have. At this time, we have asked our tech team to contact the customer in an effort to find a solution. In the event of still needing the part, we will send it as long as it is available. We apologize for any unexpected delay or inconvenience. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased item from merchant for a remodeling project 06/17/2023 to make sure that item was going to arrive on time to avoid any delays with construction. Reviewed installation specifications on website description before placing order.This week plumbing company started installation of product and discovered that the seat provided to mount the item is not suited for concrete floor. Contacted the company, technical support informed us that they have complains from customers about the issue with the item, the answer was that they could not help me, to talk to get to customer service to return the item.Basically they sold me an item that they are aware has an issue with the design.They want me to pay for shipping and the re-stocking fee, I refused since the item is defective.Called and email them, asked for management but the answer is that they are not there, not matter what time you contact them.I'm requesting a return label to send the item back at not cost to me and full refund for an item that I can't use because of they deceptive sales practice.

  Business response

  08/10/2023

  We have been working with this customer directly. We informed the customer that the issue is not our faucet but their connections. We understand there is concrete and copper lines, which prevents the base from settling into place correctly. In good faith, we create a return request and will refund this customer in full. 

  Customer response

  08/11/2023

  ******** replied, they stated that I would get a full refund.

  Received Label and RMA yesterday iate in the afternoon.

  Going to wait until they receive unit and refund posted to account.

  Customer response

  08/16/2023

   
  

  Merchant replied, they stated that I would get a full refund.

  Received Label and RMA yesterday iate in the afternoon.

  Going to wait until they receive unit and refund posted to account.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ENVO Echo Elongated Smart Toilet (Order SA2260) for $1299.00 from ANNZI in April for a bathroom remodel scheduled for July. I ordered early to prevent shipping delays. Today was the scheduled install of the final piece to a major bathroom remodel, the smart toilet. When the plumber opened the box and removed the plastic the toilet had a crack in it, The box showed no damage at all. I sent photos at *****'s request, along with the sales order number. I was informed I could get a refund or a replacement. I asked for the replacement. Several e-mails later I was told that ***** or ENVO would not honor the replacement due to the order being over ***************************************************************** that time frame. I purchased the unit due to the product description and the lifetime warranty. A lot of good that did me. I just want this to be rectified and have a replacement shipped.

  Business response

  08/02/2023

  As per our return/refund policy, customers are to contact us immediately if an item is damaged. 
  
  The customer contacted us over 3 months later to mention the toilet was received damaged. At this time, we are unable to validate the statement given the toilet has been at the customer's possession for over 90 days. 
  
  Although we could not replace the item because it was reported months later, we still went out of our way to ensure the customer received a new toilet at a very low cost. New Order SOS2809133, delivered on 7/28. 
  
  Please let us know if there is anything else we can do to assist. 

  Customer response

  08/03/2023

  SW Corp immediately provided a satisfactory solution to my issue.  They did the right thing.

  Customer response

  08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a garbage disposal on 05/25/2018 for the price of $86.40. The product stated it has a lifetime warranty. The product failed and when contacting the company Anzzi, we were told they do not have to honor the warranty as they discontinued that model. We said we would take a different model but they said they will not honor the warranty. We feel this is unfair as it had a lifetime warranty and they should replace or refund our purchase price for the failed garbage disposal. Please assist in getting a refund for this garbage disposal as I do not want another one with the poor customer service department that they have and I want to purchase a garbage disposal from a reputable company.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a glass panel from Anzzi in August 2022. After 6 months, the glass came off the bracket (it came glued together so it's not an installation issue). After contacting the customer service they refused to refund me even though they acknowledge the defect and are offering to ship a replacement to the defective part if I pay $95 for shipping. The glass panel seems to be poorly glued to the bracket and the fact that it can come loose is dangerous as it's heavy and can hurt someone or damage the surrounding area. I was not able to talk to a manager. The replacement part is likely to have the same defect and I do not trust the product.

  Business response

  04/04/2023

  We will provide a brand new/unattached panel to the customer for free. However, the customer must pay for shipping costs as per our warranty and this panel is big and heavy, that is why it costs $95. Since the order is over 8 months old, that would be the only solution we can provide to the customer. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had purchased a mirror through one of the companies distributors. A reliable one at that. Whose promise states creates a one of a kind philosophy centered around the upmost quality, design, and innovation. Theres no quality. I was given a defective product. The product is defective as they have admitted, saying it was a huge mistake on their part, but I didnt register the warranty soon enough so they want to claim a **** dollar mirror as damaged not DEFECTIVE. They want to charge me an additional 200+ dollars on top of the **** dollars for a mirror. To take it back and give me another door to reassemble. Which they dont even know when theyll be able to give me the part even though the mirror is still sold and manufactured. They told me they would have an answer for me in 1-2 days **** It took well over a week to even get that answer. I pay money for a company that claims they have QUALITY products and this is how they act when their quality products are extremely defective. I can not even get a replacement cord. They even said they would get approval to disassemble a new mirror to part it out for me instead of sending me a new one, or letting me send mine back for parts and giving me a replacement. They told me its considered damaged not defective. Im extremely dissatisfied with the morals of the company, when they have to know how much their products cost and their net worth of the company is 4.5 M. And they try to make it a slap in the face by telling me they will disassemble a perfectly good one for the part to charge me 200 dollars instead of just sending me that one as a replacement and taking mine back for parts. Spoke with them 01/30/2023 and they told me 1-2 days and just 02/08/2023 they were able to answer that question. And not even by call like they said they would.

  Business response

  02/23/2023

  Our tech agents have been in contact with this customer. The customer did not provide any order number or receipt to suggest this is one of our orders. Without an order number to validate the purchase, we are unable to assist. We can sell the part, but we will not send a free part without proof of purchase. Thank you kindly. 

  Customer response

  02/24/2023

   
  Complaint: 19365315
  
  I am rejecting this response because:

  prove that this is your product? Its your product with your name on it and its DEFECTIVE. you made a faulty product and quoted me one price and then added another 100 dollars later. Yes, I lost the receipt. But that doesnt change the fact that I still purchased an item you manufactured and made wrong and refuse to fix your own wrong doing. I was fine with paying for it until you quoted me another 200 some dollars on top of a product I already spent almost a grand on. Its poor customer service and accountability. Im left with a defective product that nobody could reach back out to me without me spamming your emails and nobody ever even called me back like that was stated and numbers and answers kept changing. None of the stamens you guys make about defective products on your website and your promises line up with your actual morals and actions. I am out ***** dollars because of your mistake. Horrible horrible company and cant make a product that works, and cant even fix it. BUT WILL offer to disassemble a completely good mirror and charge me 200 dollars for the small part I need, but WONT let me send back my DEFECTIVE mirror for parts and then send me a new one. would rather ruin a perfectly good one that I could use so they can get another 200 dollars out of me. absolutely mind blowing and a slap in the face. Was not even apologized to for the inconvenience, rather treated like another number, flat out ignored and treated like I was annoying. I had to reach out for any kind of follow up and then because I had to do so, everybody seemed annoyed with me. I hope somebody that didnt make a simple mistake like losing a receipt, takes legal action for the utter negligence from this place. Cant even get a call back. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Nov.7, I ordered a shower door from this company. It did not arrive in a timely manner so I emailed them. They gave me a refund. I wanted the shower door. A week or so later, I received notice that the door was in **. I contacted the delivery company and arranged delivery. When it arrived , they left in close to my house but would not bring it in. I had to bring it in, so I did. I opened the package and check the number of parts with the list, and it seemed okay. I arranged for my contractor to install it . When he came , he said the parts didnt match the door. I called the company and asked for the hardware. They said they would send the hardware out tomorrow. A week later, nothing. I called and they said one part was on back order. I called to ask how ling it would take, but even after another email, I couldnt get an answer. Then I get an email saying to dispose of the door, and that was it. Terrible communication, Over 2 months wasted. Jerks

  Business response

  01/23/2023

  The delivery is curb side only. However, this is a carrier inquiry, not a company inquiry. Additionally, if the door was refunded, the order is taken care of. If there is currently a pending order, please kindly provide the order number to ensure it is taken care of. 
  
  We can still assist the customer if they call our Product specialists at ************, we will make sure they receive a product in a timely manner. 
  
  Please let us know if there is anything else we can do to assist. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a shower base pan. Our contractor was delayed in installing due to long Covid and cancer treatments. It just came out of the box. The piece that covers the drain is a totally different color than the pan. We didnt discover this until we unwrapped that piece after the base itself was installed. We are just looking to have this cover replaced as the pan is supposed to have a lifetime warranty. We have requested this and we were told since it has been almost one year they wont do anything. I have receipts to show when it was purchased and that it was not installed until the last couple weeks. All I want is a new cover for the drain as it is a totally different color than the pan. The person I have been communicating with is not helpful and is refusing to do anything. Their products are supposed to have a lifetime warranty so this should not be difficult to replace. I am attaching the picture to show the difference in the color. The shower was just installed and hasnt been used. We just want this piece replaced.

  Business response

  12/16/2022

  Hello,
  
  We have taken the time to discuss possible options with the customer that created this complaint. Unfortunately, this particular model of shower base has since then been discontinued. Our Limited Lifetime Warranty states that we cover the item for as long as the item is not discontinued. 
  
  In addition, the warranty states as followed: 
  
  "Upon delivery thoroughly inspect product prior to installation. Any scratches or surface damage or any other damage
  found must be reported to ANZZI within 5 days of delivery date."
  
  The product was not inspected within 5 days. The product was installed without proper inspection many months after it was purchased.
  
  If the item was in stock, we would gladly send the color match cover to help, customer satisfaction is our priority. However, the item is Discontinued--we no longer have parts for this item. 

  Customer response

  12/20/2022

   
  Complaint: 18484785
  
  I am rejecting this response because: No where in the description of the item we ordered or in what we received did it say we needed to inspect the product within 5 days. In addition, we were told that this item is coming back into stock, most likely in February or March. We heard this through not one but two suppliers who called their company representatives to inquire on our behalf. All we have asked for is the part that matches the pan we were sold. We were not given any other options by this company, except being told we were out of luck and they would not even attempt to get us a part to help us. It was clear they had no intention of assisting us, except to pass us around from person to person. We installed the pan and kept the drain wrapped so it would not get damaged and were shocked when it was a totally different color. How are we supposed to get a new drain cover for this pan? They have come up with no resolution to this problem. This was a $600 purchase and they can't even give us the piece that is defective. They need to do something as we believe they knew about this problem and continued to sell the pan anyway based on our conversations with their reps.
  
  Sincerely,
  
  *******************************

  Business response

  01/05/2023

  
  The ANZZI Warranty states as follows: Upon delivery thoroughly inspect product prior to installation. Any scratches or surface damage or any other damage found must be reported to ANZZI within 5 days of delivery date. Not only was ANZZI not notified, but the unit was also installed as is. I have attached our warranty for your convenience.
  
  We do apologize for any inconvenience created due to the difference in the cover color. We have reached out to the customer and stated, on multiple occasions that this item is discontinued.
  
  Since ANZZI cares for its customers and we do not want for any customer to be unassisted, we are willing to refund the entire shower base order. This will allow the customer to find a professional that can paint the cover to match the shower base.
  
  The customer can contact us at ********************* to discuss how to refund this order. Please let us know if there is anything else we can do to assist. 

*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. ↩