eVacuumStore — Local services in Norwood

If I could give the customer service representative, Josh, a negative (less than zero star) review, I would. This person should not be in customer service. If he is representative of this store, then the store deserves the review as well. Here are the circumstances on which I base my review. I ordered a very expensive vacuum cleaner after doing my research that evacuumstore was a very credible alternative to a brick and mortar dealer, since the nearest dealer to me is rather far away. I explicitly asked that the vacuum be left only if someone signed for it or to otherwise hold at the fedex depot. I live in Baltimore in a row house and packages would have to be left on the sidewalk if no one is home to receive. The store rep assured me it would not be left unless someone signed for the package.

The expected delivery day came and went and two days after the expected delivery date I received a text that the package was delivered. I called home but my family member stated nothing had been delivered. I checked the proof of delivery and the package was delivered to a house, just not my house. My house is on a corner and is painted very distinctively. The picture showing delivery was to an inner rowhouse that is clearly not mine. I immediately called fedex and this store. I spoke with the aforementioned Josh who never once expressed that they were sorry or asked how they could help, but instead insisted it was delivered and hence out of their hands. He continually argued that it was delivered to what google maps shows as my home, which also is clearly untrue as I looked up my address and you can plainly see my home at that address which is not the home in the picture showing proof of delivery. I guess he feels he knows Baltimore and my house better than I do.

Not once did Josh try to help, apologize, or say they would make it right on this very expensive purchase. Instead he wanted me to go knock on the house we thought might be the address where the package was delivered and see if the resident had it and would give it to me. I asked him if they obtained a signature, as I had explicitly required this when I placed the order. Clearly FedEx did not since the boxes were on the sidewalk), but Josh nonetheless argued that he would have to check with FedEx for the signature despite the boxes being on the street. Sigh.

In any case, I followed up with FedEx—not helpful as all they came back with is “the package cannot be found, call your seller”. So I called evacuumstore again, today. I inquired again as to how they would make things right, only to have Josh threaten to hang up on me for my not going to try to find my package on my own. I told Josh that he was not providing good service and that he could resolve the issue by sending me a replacement while they sorted the lost package. He was not receptive to this, saying he would have to get the manufacturer involved (mind you this is almost a week after I first contacted evacuumstore and having heard nothing back from them). I then told him I no longer wanted the vacuum and if he would not refund the cost, I would dispute the charge. He then said “well, it shows we delivered it, so if you challenge it we will win”. Not sure how he figures this, since their delivery picture is clearly not my home, but this highlighted to me that their focus is not on the customer. Great service EVacuumStore—Josh is a great hire. At this point I hung up and challenged the charge.

I do not recommend this seller based on this customer service experience. I get that things happen. Good companies respond well to their customers when they do. From this experience, I do not believe evacuumstore to be a good or...

I had NU TONE whole house vacuum installed in my house when we bought it in 1989.. Through the years as I needed bags and other parts I contacted Evacuum with complete satisfaction..When after about 30 years that vacuum wore out, I naturally contacted eVacuum store for a replacement vacuum. I was very clear with what I wanted a WHOLE HOUSE vacuum. When the VACUUM MAID vacuum was shipped to my house , I looked at it and appeared to be the same type of vacuum. I had to leave to visit my sick mother in another part of the state so friend installed it. After a while this vacuum started shutting off, after a while it would turn back on. We thought it might be because of heat in the garage even though it was installed where the NUTONE WAS. After a little longer time the vacuum actually quit running. This was about three years total. I found the owners manual and noted it was designed for garage use only. I contacted eVacuum store when it died.. I pointed out they had shipped me the wrong style vacuum. eVacuum store has not returned any calls or correspondence and offered no warranty help with getting a new vacuum. They have totally ignored my request. I contacted the manufacturer and they wanted $500 for a service call as their closest service provider was two hours away. DO NOT PURCHASE A VACUUM FROM eVacuum store. They WILL NOT provide any after sales service or WARRANTY SERVICE SIGNED JOHN...

We ordered a part for our vacuum cleaner. Through this company, the customer service was good at first. We placed our order and then about 2 weeks ago. We had to reach out to this company to find out what was going on. So I told the lady what the order number was. And she said she would check on it and she would get back to me. She finally got back to me. Told me that it was out of stock. Check with the warehouse and that she would email me back. Which never happened. So just when I was about to reach out to them again to find out what was going on. I all of a sudden got an email stating that our purchase had been Shipped. We ended up getting our part that we needed for our vacuum cleaner. I have been in the business of customer service for over 35 years and the one thing I. Definitely know is that when something is not right or the part is wrong. I. Definitely let my electricians know immediately and I fix the problem immediately. I never leave a customer hanging or wondering what is going on. In my opinion, this company could do better by better communications. By keeping their customers informed as to what is going on with their part weather. It is through a phone call a text message or an email. Like I said, we did receive the part for our vacuum cleaner cleaner. But the customer service communication...