I would strongly recommend not to buy anything from them.
Written: Jun 14 '05 (Updated Jul 24 '05)
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I placed on order for a Vermont Castings grill ($1200 grill) on 5/30/2005. It was supposed to be delivered before 6/11/2005 (according to their email confirmation). Homeclick.com charged on 6/1/2005, immediately after I placed the order.
The shipping company contact me on 6/6/2005, and told me the grill would be delivered on 6/7/2005 or 6/8/2005. I confirmed delivery date to be 6/8/2005. My wife stayed at home on 6/8/2005 to wait for delivery. Early evening on 6/8/2005, shipping company call my house and told my wife that they are not able to delivery it on that day. They then asked if they can deliver it on 6/9/2005. My wife stayed home again on 6/9/2005 to wait for delivery. When the grill arrived, she noticed that the corner of the box was crushed, and there other damages to back and side of the box. Metal parts can be seen through the holes. She refused delivery because the product was damaged. The shipping company took the grill back.
I spoke to your customer service representative, but was told that she had no idea when I would receive a replacement. She told me that the manufacturer has to receive the product first, then inspect it before sending me a replacement. But she has not dates to give me. She also told me that the order can not be canceled. Even after I told her about the Fair Credit Lending Act, which strictly prohibits the vendor from charging a customer, but delay the shipment.
First, I have the right not not receive a damaged product. Second, if damage is incurred during shipping, it is an issue between the shipper and shipping company. The consumer should not even be an involved party. Third, it is unreasonable to expect customer to wait extra long period because shipping issue.
I wrote to Homeclick.com for official reference. According their company policy as stated on your web site:
"We try our best to handle all your inquiries as promptly as possible, during the normal business week, we will respond to you within 48 hours. If you contact us during a weekend or over a major holiday, we will get back to you by the end of the second business day after we receive your request."
My email was sent on 6/10/2005. Four days later, I still have not received any reply from them through email or phone call. It has definitely past their specified response time.
A wise person once told me, "I would rather be in a bad deal with good people, than be in a good deal with bad people." I can tell you right now, Homeclick.com is not one of the "good people".
I would strongly recommend not to buy anything from them, even if their price is the lowest. If you have to, order with a credit card with nice customer dispute support, such as American Express.
Update on 7/24/2005:
Almost 2 month after they billed my credit card and no product, I contested the charge with American Express, and reported them to BBB.
I called Homeclick again last week to check on refund status. This time they claimed that the grill is not returnable, and they could not refund my money. I told the rep. that their customer service manager, Jennifer Breese, was the one who offered to give me refund multiple times in 3 of her emails. I have records of all 3 emails. I orginally just wanted to receive the grill in timely manner, and undamaged. The rep. had no answer for that. She then told me that they could ship me the grill again. But after I asked her about delivery date, she could not give me one.
I then called American Express again. The billing dispute rep. told me that they had all the information they need, but the vendor is not cooperating. I know each time when credit card company dispute a bill, and reverse the charge, the merchant will be assessed a fee. They did make two month of interest on $1200. I hope that will make up for their lost business, administrative cost, and bank fees.
Recommended:
No
What product did you purchase or try to purchase? Vermount Castings Extreme LE Grill
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About the Author
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