ComplaintsforVintage Tub & Bath, Inc.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased A freestanding tub on 4/10/23 in the amount of $1,582.28. When the tub arrived I noticed that its was missing a part (overflow). I called them and they told me that they will send that part right out. When I received the part I noticed that was not going to work. So I called them back and the they wanted me to send them pictures, this was on 5/01/23. So after she got the pictures she called me back and told me that there was an issue with the manufacture and the overflow did not work right, but the tub will still function correctly. I new that it would but that is not what the homeowner pick out, there website shows a overflow and that's what the customer wanted. To this day the website still shows the overflow on the tub. I told her that I wanted to speak to the manager but the manager was out. She took my name and number and said the manager will call in the next few days. I did not hear from the manager so I called back and got a different person had to explain everything to her and resent her all the pictures, once again the manager was not available. She took all my info again and said the manager will call in a few days. So on 5/11/23 I received an email that a part was shipped to me so I thought that maybe they found me an overflow that works with that tub. Come to find out they sent me a part that I didn't ever need or ask for. So I call them again and spoke to a different person, but she actually kind of new about my situation. So I immediately said I need to talk to A manager. She told me that the manager was gone for the day and they will call me back. So I've yet to hear from a manager to this day.

  Business response

  05/30/2023

   A VTB Manager has made contact with the customer, multiple attempts were made before actual contact was made.  This issue has been resolved and customer has been issued a full refund. 

  Customer response

  06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a shower glass surround casing. I ordered it 4/5/23, I haven't received any information on my item since. When I call or chat with customer service they lie and say it's being shipped in 3 days it's now been 7 still not shipped. Still hasn't arrived with them from vendor. They keep telling me they will have a manager call me back and they don't. I've asked for a refund and they just say okay and don't refund. I have a shower project being done in my home and have no clue when to say the glass will arrive at my home. Can't order from another place without being refunded from them 1st. All I asked for was at least updates or estimated arrival and they are totally blowing me off. They took the money from my account which most places don't do until the item has at least shipped. At this point I feel like I've been scammed and they refuse to issue a refund on an item I've never received.

  Business response

  04/27/2023

  VTB apologizes for the unexpected delay in the customers order.  The product is supplied and shipped by a third party warehouse, VTB supplies the stock status, ship dates etc based on the information that we are provided. The order was placed on 4/5/2023 the website stated "Call or chat for availability", did not provide an exact ship date.  The customer did inquire and our CS representative provided the ship date of 4/18 which was provided to her by the third party.  Because the order had not shipped when advised, the customer requested cancellation on 4/24 and the order was cancelled and the refund was completed on 4/25.  

  Customer response

  04/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October of 2022, we placed an order for a bathroom vanity, base and countertop, for approx. $2600. Order number *******. This was for a bathroom remodel and given shipping delays, we placed the order a bit before we needed the vanity. The vanity arrived in packaging that was completely undamaged. However a few weeks later when we opened the package, we noticed the countertop was cracked in multiple locations and completely unusable. We reached out to customer service and even though the vanity was well within the return window, we were told we were unable to return the vanity. After a month of trying to get any recourse, we were offered that we could buy a new city at cost for $1400, without a way to return the old vanity, meaning we would be out $4000. We escalated to a manager who said she would look into it further and see if we could at least get store credit. However after that call, we didnt hear from the company for another 6 weeks. When we reached back out, we were routed to a new support person who revoked the original offer all together - leading us without any recourse. We ended up having to purchase a new countertop elsewhere for over $1000.As it sounds like Vintages cost for the whole vanity set was $1400 and the countertop added $900 to the cost of the vanity, the company would still be making an over $500 profit on the vanity set if they had refunded us the price we paid for the countertop ($900). That felt like an incredibly reasonable outcome and after 6 months all in of dealing with them, we instead ended up out $3600.

  Business response

  04/19/2023

  Vintage Tub & Bath was sorry to hear the report of damage to the vanity top and if the damage had been reported with in the 48 hours of receipt as requested, a new vanity top would have sent out at no charge.  

  in this case the vanity shipped in October of 2022 and the damage was not reported until December of 2022.  Freight co.'s allow 5 days maximum to report concealed damage and because this was not reported in a timely manner, VTB was not able to file a damage claim with the freight co.  Vintage Tub & Bath sends multiple emails out advising customers of their responsibility when receiving items shipped via ***** ******* and there are large "Red Caution" stickers on both long sides of the vanity box advising customers to inspect prior to accepting the shipment, if not able to inspect at time of delivery then a full inspection is required within 48 hours of receipt. 

  The customer was advised on the first call that they would need to purchase the new top, it would not be shipped at no charge due to the delay in reporting the damage.  The customer did reach out to the **************** Manager and requested a refund of $900 for the damaged vanity top and after review with ****************** the customer was notified by voice mail that the request for refund was respectfully denied. 

  Vintage Tub & Bath is empathetic towards the customers position, however, if the damage had been reported within the requested time period, there would not be an issue. 

   

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective tub sold and company wont follow up or call to resolve. Made many attempts and no follow up or resolution.

  Business response

  12/10/2022

  VTB has not been able to find an order associated with this customer name, address, phone # or email address.   Have not been able to find any email communications from the customers email address either.  Have sent an email to the customer asking for details, order etc. to be able to assist. 

  Customer response

  12/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The original purchase was purchased by builder ******* ************ 

   order number *******. ******* in customer service was suppose to ship new tub and when we

  Call back she is no longer with company and the manager never followed back up. I am the homeowner with a defected tub and cant use for months. Our builder ********* has been trying to resolve issue for months.  We are hoping for a resolution soon as possible
  
  Regards,
  
  *********************

  Business response

  01/27/2023

  We thank the customer for the order #.  in our data base it only provides her designers name ******** with no reference to ********************* on the order.  Checking the details of the order, i find that VTB has been in touch with ******** and the contractor, a new tub was ordered 12/5/22 the insulation was added and it shipped on 1/6, delivered on 1/13 per the ****** tracking  *********************  PRO *********.  There have been no communications from ******** advising that there are any issues with the new bathtub to date. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a pedestal sink from Vintage Tub & Bath and when it arrived, it came in pieces. I filled out the damage form they requested. After several days and days , more than a month of waiting there has been no response by email or text or call from them and they wont answer any of my emails or phone calls to themreporting to the BBB is my last resort.

  Business response

  11/09/2022

  Vintge Tub & Bath has reached out to the customer and apologized for the difficulty customer had in reaching us to follow up on the damage claim.  The refund has been issued in full for the customer as requested, it was issued on 10/19/20202 and customer has confirmed receipt of the refund. 

  Customer response

  11/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Vintage called me today and apologized and was very kind…I am completely satisfied.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bath tub from Vintage Tub & Bath on September 5th 2022 and have not received the tub and have been unable to get a status from Vintage. The order number is ******** for the total amount of $1634.84 which has already been charged to my credit card. I have emailed and called dozens of times with no results or response. When I email their customer support team they reply to call their 800 number, when I call their 800 number they never answer. I did receive an email acknowledgment last week stating they had issued a 10% discount to my credit card for my inconvenience and were shipping the tub. However, I never received the credit and there is still no change in my order status. At this point Im either looking for a firm ship date or a full refund to my credit card.

  Business response

  10/27/2022

  Vintage Tub & Bath has cancelled the order and issued the full refund as requested.  We apologize for the delay in shipment and difficulty reaching us during this time. 

  Customer response

  10/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a farmhouse sink 2 days ago online. The shipping timeline said 2-4 days. Today I received an unprofessional (copied and pasted) looking email that stated that my sink was on backorder and wouldn't be delivered for 4-5 months. This is false advertisement. How do you go from shipping in 2-4 days to months? The website should be fixed and I want a refund if this is indeed the actual timeline.

  Business response

  09/27/2022

  Vintage Tub & Bath apologizes for the confusion and delay in the shipment.  The inventory count was incorrect and this was not discovered until the order was being processed and the sink could not be shipped.   The purchase amount was refunded in full for the customer as requested. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to return an order. However the company seems completely unresponsive and I was still charged $1089 for an order that was made erroneously.

  Business response

  08/04/2022

  Vintage Tub & Bath received a message from the customer via Zendesk Chat on 8/1/2022 asking for approval to return this order.  The representative on Chat advised him to call our Customer Service dept. which he did and the RMA was issued on 8/1 as requested.   *** ******* was issued and emailed to him the very same day it was requested.   This complaint is unfounded. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered an acrylic tub with a side drain. Also had ordered beforehand the correct faucet, shower, shower rod kit. Shipping was prompt, but unfortunately was the completely wrong tub, with a center drain, that I have figured out from a search of their website sells for about $250 less than the one I ordered. Call customer service, tell them I will roll with being sent the wrong tub, just send me a center shower rod and well make it work. Am originally told they cant do that and I will have to purchase a new one. Point out Im trying to be accommodating after they majorly screwed up. Then am told they will send me a new rod if I send the old one back. Given a return slip for the old one and told the new one will be on its way. I request tracking information. Crickets. A week later I email and am told that the rod they were going to send me was damaged and it is now on back order until 5/20/22. My contractor has already installed the tub but cant finish the faucet until the rod comes. A rod that I only need because they screwed up and sent me the wrong tub. Whats worse is I get the feeling I was never going to be told it was backordered until 5/20. No offer of a partial refund, or to send me a shower rod for free, no attempt to accommodate, most of the time I am made to feel like this is all my fault and I am bothering them. How do you send a customer the completely wrong tub and then act like the customer is the problem? Horrific customer service.

  Business response

  05/13/2022

  Vintage Tub & Bath has been in contact with this customer and we have resolved the issue of the parts needed to install the shower on the bathtub that she received.  This experience is certainly not what Vintage Tub & Bath wanted our customer to have and the feedback she has provided has been very important to us.  The bathtub the customer received was actually more expensive than the one she was expecting.  A courtesy refund for the inconvenience and frustration that our shipping error caused has been issued.   

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an ****** Tub from Vintage Tub & Bath on December 10 for a bathroom project in my home. The tub took a long time to get to me, 3 weeks, but I was sympathetic to it being the holidays and due to a nationwide delivery issue happening across the board. However, the issue started when the tub arrived. The box was opened and their was an entire end piece of cardboard not even there, exposing the Tub to the elements. You can see the tub was dirty and the box looked crushed at first glance. Upon closer inspection, the entire tub looked warped, crushed, bent and paint was chipped; the underbelly was rusted and also dinged up. It looked like the tub had been in this condition for a long time in the warehouse. I immediately reached out to VTB with pictures and documentation of all the damage and after some back and forth and a phone call; the customer service rep agreed to give me a full refund. Unfortunately this is where it turns to an awful situation; the customer service rep then tells me that there is no need for me to return the tub and that I should just throw it out. I explained to her that in my town there is costs involved with getting rid of an item that big, then she tells me that I can donate it; but there is no way they would reimburse me for a trash pick up. I then explained that I don't have the time or interest to try to donate something that looks like trash as I don't feel this Tub can be salvaged. It has been radio silence ever since and they will not return my calls and I have not received my refund. It has been a horrible customer experience all around with this company, if it can even be considered a company; the way they work almost seems like some random street hustler. It is very concerning to know they are treating paying clients in this way and would like to warn other consumers of what is taking place here.

  Business response

  02/03/2022

  This case is very unfortunate, a situation where two employees thought that the other was resolving the claim, however, neither did leaving the customer to resolve it himself.  The customer has issued a charge back with his credit card co. and his money has been refunded back to him, rightfully so.
  
  I have reached out to this customer to follow up regarding the complaint and the issue of the disposal of the damaged tub but to date have not made contact with him, will continue to reach out.
  
  What the customer has experienced is unusual and unfortunate, Vintage Tub & Bath does not shy away from either damage or warranty claims and when reported in a timely manner are handled properly and efficiently.

  Business response

  03/25/2022

  The customer and I have made contact.  Both the refund for the product and refund for disposal of the product have been completed as of March 4, 2022.  

  Customer response

  03/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

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