ThinkVacuums.com reviews and complaints
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Poor Customer Service
Ordered vacuum bags from ThinkVacuums.com. Website said they would ship within 1 to 6 days. Heard nothing from them for over two weeks. When I was finally able to contact them via email (took a day or two for them to respond), I was told my order would ship the next day. Just checked the expected delivery date from UPS - it is not due to arrive for another 3 days, making the entire process from ordering to shipment arrival approximately ONE MONTH! Will never order from them again!
The complaint has been investigated and resolved to the customer’s satisfaction.
Horrible customer service!
I have to agree with horrible customer service for Thinkvacuums.com. We just purchased a new system for our older Kenmore Central vac system. After conferring w/the sales rep we agreed we had a 1.25" system and I ordered our new hose & attachments. When we got the vacuum, we found the hose would not fit the receptacle in the wall. Calling the company, I was assured an adaptor part would be sent immediately. None came after 2 weeks. Then I wrote an email to the contact point. No response. I called customer service to ask about the no response after another week. When I started the conversation to the male responder, he immediately accused me of being abusive and that he didn't need a complaint so early in the morning. (9AM eastern, Sat). I had opened the conversation by saying this was my third contact to them and hadn't seen any response yet, could he help me. I hung up, I don't need abuse either. I called back later hoping to get someone else. No such luck. The conversation did not go well. Perhaps, speculation on my part, this is a man and woman front company with a nice website, a Google posting and no desire to help other than sell you stuff, oh and take a nice re-stocking fee for returns. I have since found a $5 part on a competing web site that solves the problem. This only convinced me even more that this site does not have a customer's needs in view, only their own.
We ordered a vacuum bag in the mail, and it arrived with the plastic part that attaches it to the vacuum broken off. On top of that, my father very specifically paid $10.00 for UPS shipping because it's our only vacuum and we needed it quickly, yet they sent it USPS for $4.05, which took a week.
My mother was busy yesterday and asked me to call and ask them to repay us, but had decided not to mess with that company anymore and get the bag someplace else. I had barely started telling the man who answered what my 2 concerns were when he cut in and said "We'll just send you another one then."
I informed him that we just wanted our money back, and were also requesting shipping fees to be removed since it was not our mistake. He became irate after I told him we didn't want another bag and began contradicting everything I said and refusing to comply with "my demand". I finally gave up.
This morning my mother called and was informed that the odious man I had spoken with yesterday was the owner of the company! She spoke very calmly and reasonably to them, but as soon as they realized that she wanted to be reimbursed they began calling her a liar and saying that she had probably broken the part herself!
She told them, "You really shouldn't treat your customers like this if you want to get more business." But after accusing her several times of breaking the part and repeatedly referring to her as a 'liar', she finally said "Well, I guess you probably don't want customers like us anyways." An hung up while he was still screaming.
I can't believe they can expect business from anyone after that! They act as though they are doing us a favor by selling to us, when we are actually the only reason they can stay in business.
I am especially shocked that the owner spoke to me the way he did! The attitude of the owner sets the mood for the whole company. We were all very upset by the incident, especially since my mother is the most gentle and honest woman already.
That's why I have to look out for her and write this complaint!
One of the worst customer service that I've dealt with in a long time. I ordered my vacuum on 4/24/13. The website says most items ship the next day and bragged of their numerous warehouses all over the US to ensure quick delivery. I received an order confimation, however no status update or tracking information. I emailed them on 5/1/13 after no correspondence from them asking for a status update and tracking, no response. I emailed them again on 5/2/13 again asking them for an update, no response. I finally called them late in the afternoon on 5/2/13 and was told that they should get them in sometime next week, "maybe" Tuesday but she wasn't sure. I asked when I could expect my vacuum to arrive, she said, "I don't really know, maybe on Friday, May 10th. This is for a commercial building that expected to have a vacuum within a week... If I cancel, there is a restocking fee... I could have already received this vacuum those other websites that had them in stock. I wish that I would have seen the reviews on their customer service prior to ordering. No offer from them to expedite the shipping for free, apparently 2 1/2 - 3 weeks is acceptable to them, they do not care.
REGARDING THE POST FROM "MICHAEL" AKA Michael March
Mike was a former employee that was fired and sued. He fraudulently stole a copy of our website and used the website framework and code to open a fraudulent vacuum sales site. He is a Huge Liar, Thief, Philanderer, and a all around dishonest person. We have been dealing with this guy leaving us fake bad reviews since the end of 09.
BV
Hi Lombard Family,
We are sorry about the inconvenience on your purchase. When we sent out the product to you it was perfectly fine, you have to understand that if something is broken in during shipment we will replace it fast for you. You didn't want to deal with it (im sure since it was your moms stuff) but we would have taken care of it for you. As you stated our guy said "We'll just send you another one then." ...clearly that shows that we were more than willing to send one out to you. Im sorry but we clearly tried to help you and you didnt want it.
We would have definitely helped you...In your complaint it says that you hung up...Why if you wanted a problems resolved? Anyway we want to try to make this up to you. let me know if I can do anything for you... we didn't see this post until now 2013. Let me know?
I bought a whole house system from them. I had some problems two years later and they sent out replacement parts at no charge without even having to be asked. I was so impressed that I searched out a place to tell others about my experience and sadly found this.
I about fell over when I saw this - absolutely agree, same exact experience, different product. Miele vacuum lost suction after 5 uses, called to ask for a "return authorization" code as the website advises you to do and I was argued with by everyone except for Ira who was very kind and professional. Some knucklehead actually told me that she knew there was "nothing wrong" with the vacuum. Yes, idiot - I woke up this morning and decided that being happy with my $900.00 Miele vacuum was not good enough for me, instead I'm going to fabricate a story about it losing suction so that I can call the company I made the mistake of purchasing it from and try to arrange to return it so that I can receive my money back before the 30 day guarantee expires. I have nothing better to do than argue with a nasty excuse for a customer service representative and then with the owner of the company Robert about how great the Miele product is and how many millions of dollars they are worth. Note to thinkvacuums.com - even if I felt like risking a replacement of the product it wouldn't be thru your company. You are doing a horrible job of representing a multi-million dollar company (Miele).
I agree that thinkvacuums.com has some problems. When I got my item, it turns out it didn't even come from Florida, where they are located. It was drop shipped to me. When I called them to find out more information, it turned out that there was very little that they stock there. It is all drop shipped.
They have a lot of information on their website about other companies that isn't true, also. They have these weird vacuum rating scales that are outdated and don't even include newer competitor models. And when I checked out other companies online, I learned that a lot of thinkvacuums.com is just copy and paste from other web sources.
I don't know...they just seem fishy.
So you ordered a vacuum bag and it was broken in the mail, then they offered to send you another one and you refused and wanted you money back! what is that
It is not their fault that it broke in the mail! Why didnt you just let them send you the new one for free? that is a very unreasonable attitude to have. where else can you order something in the mail, have UPS break it, and then expect the retailer to pay it?
thinkvacuums was great to me, i looked on their site called them and they helped me with everything. i had no problem at all with their service or their customer service. I actually talked on the phone with them for a bit. they are a family owned business and they all work there.
Does not live up to return policies & accuses a good customer of lying
I purchased a $593.00 attachment system from Thinkvacuums.com and decided I did not like the product. I called regarding returning it and I was told if I didn't use the items I would be charged a 5% restocking fee. I felt fine with that and returned the item. A few weeks later my account was credited but they deducted $148.48 from my credit because they claim I used it because the power nozzle had hair in it. I told them several times I did not use the vacuum and for all I know the hair was in it when I received it. The man on the other end of the line was quite arrogant, and I feel he was accusing me of lying. I would never do business with this company again. What ever happened to respect for the consumer. I can see if I sent the items back unusable and they were not able to resell them, but all the items were in perfect condition. NOT USED AT ALL. Talk about screwing the consumer...
Hi Carol Talerico,
We are sorry for the misunderstanding.. You have to understand that we sell Brand New Products not used products. If you were to have received a broken or non functional product we would have no problem, But you did unpack the item connect it and use it. Think about this If you were to come buy a vacuum from us and when you received it there was hair in the roller and dirt in the bag...would you be happy with that? i don't think so, you would have been on here saying that we sold you a used vacuum. When we sell a vacuum it is not for a test drive, we give you all of the information on every unit and even our opinion to help you make the buying process go easier for you. if you had questions we have 15 employees that can answer any question you have from user experience to technical aspects.
We have to have these rules to ensure that people know they are getting a BRAND NEW product. You got a power nozzle and a unit and now both of them are used, so we have to now sell a used product that is greatly devalued.
Our customers mean a lot to us and we really want to please each and every single one, you just have to realize that you gave us back a used part and unit and we cant do much with that. Sorry
Do you know why placs like this have a r policy? air in the line is not good! so when people like me buy brand new parts, we know they are brand new parts! The parts come separate and are wrapped up most of the time, how would hair get it there? so you looked at it and said no i dont want it? doubt it!
These people treated me like family. i even went into there showroom and they took the time to educate me on vacuums.
ThinkVacuums return policy screws a reasonable customer!
I ordered a central vacuum accessory (called a non-powered vacuum head, along with a 35-foot hose, and hose sock). I asked questions of the Thinkvacuum sales people when I originally placed the order if the non-powered head would work on berber carpet and shorter carpets. I was told by their representatives that this was exactly what the non-powered head was designed for.
I received the unit only after about 3 weeks of waiting, when I was originally told all the items were in stock. Once I unpacked the unit, I hooked it up to see if it did in fact work on short carpet. I tried it on an area rug and the unit just bounced up and down as I pulled it backwards across the carpet. I only vacuumed about a 6 foot long swath once. I unplugged the unit and immediately called the company. Their representative (the owner's wife) refused to give me a full refund saying that I had used the unit and it was no longer in new condition.
I responded and said that I had only just taken it out of the box and vacuumed only one 6 foot long swath before determining it didn't work as they had advertised. I was patient and consistent but she became belligerent and I told her that it was only fair that they return the full purchase price. She indicated they would not since I had told her I had used the unit. She attempted to hold me hostage and tried to sell me a more expensive unit, more expensive by $200, and said that if I paid them more money they might consider giving me full credit on the unit I wanted to return.
I wasn’t about to be held hostage, so I asked for a return authorization number, which she provided, and then she hung up on me! Even after returning the item they did not process a credit. Only after calling them over a month later did they agree to provide any sort of credit. And even though the unit was perfectly clean, and no one could look at it and determine it was used, they would only refund my purchase price less a 20% restocking fee. Their website says they provide a 30 day full money back guarantee, unless the unit has been used. But in my defense, based on the advice of their own sales people, how could I ever determine if the unit would work unless I tried it for a very short period distance over the carpet I described to them when I bought the unit in the first place.
I received the unit on February 6th, 2006 and sent it back via UPS that same day. Thinkvacuums received the unit on February 9th, 2006, per UPS’s website tracking reference.
I returned the unit at my own expense in the original box. I took great care to make sure that everything was as I originally received. I even took the vacuum head and cleaned it thoroughly. The only real cleaning required was just to remove a little dust inside the non-powered head unit. It isn’t possible for anyone to look at the unit I returned and think that it was ever used. I didn’t have to be honest with them on the phone, I certainly could have returned the unit in its original box and never told them that I tried the unit and it didn’t work as they advertised it, but that would not have been fair. So much for being honest and upfront.
I was even willing to pay them the shipping cost they should have incurred, which would be equal to or less than what I paid to ship it to them, a whopping total of $21.28. Only after I contacted them after 30 days did they agree to process a credit, and for 20% less than what I paid. The owner’s wife even told me she was being nice because she could also charge me for shipping costs. This outfit is not worth doing business with. Go to your local store and buy something where customer service matters. It’s well worth the extra cost you might incur.
We are sorry for the inconvenience, This is one of those situations where you have to see both sides. We definitely understand your point that you just used it for 5 mins. The problem is that after we get the package back here get it processed and logged, we have to sell it as a used unit. That means that we lose money on it. That means that we had to pay people to locate the product, pack it, ship it, get customer service to note everything, wait for the package, examine it, clean it, and then sell it for a loss because it was used. Do you understand? i would love to be able to make this up to you so we can still have you as a customer. We didnt see this post until 2013 sorry..
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No complaint, I just get mailbox full when calling [protected]. There is an error on order 258978, call me.
FROM THINKVACUUMS:
We try to get every single order out the same day that it comes in. Sometimes there is a delay ( like 1 in 250 orders ). We are very sorry about the delay and didn't mean to inconvenience you. What was the outcome of your issue?
I called them on the phone about the availability of a nu-tone power nozzle and hose kit. Woman said was in stock and shipping to Pennsylvania was 3 days. We were without a vacuum. Ordered kit and 8 days later and 4 e-mails with no response, still no kit. Credit Card was charged the day of order though. They are a phony website business with no stock to speak of, who depend on other vendors to ship product. If I don't have vacuum part5s in 2 days I'll be contacting the Better Business Bureau in Fla. and maybe the attorney generals office and file a complaint.Their website is a sham and their customer service sucks. Bill in Pa.
Just wondering, why did you wait for over two weeks to email them ? Also, why did'nt you just call them on the phone ?
It might take any company time to respond to an email just because of the large number of emails they might receive.
I would feel badly also if my order was not sent right away also. Did you know when your ordered if it was bags they had in stock ? Im guessing if you called them within 1 1/2 weeks to ask about your order, it would have gone right out if they were in stock. I mean they did send you the bags, and while it took longer then you wanted, maybe there was some other problem beyond their control that made the delay. Just a thought.