I ordered what I thought was a very expensive toilet from a list of pictured toilets. Unfortunately, the one I ordered did not have a picture. It wasn't until I noticed the "flush type - NA" that I realized I had ordered just a bowl, as the description did not specify that the tank was not included. As soon as I realized this, about 4 hours later, I tried to cancel the order. Since there was no easy-to-find way to do this online, I called, but American Standard had already closed. So, I immediately sent an email through their system, then called again in the morning to confirm it had been cancelled. When I got through to a person, I was told the toilet had not yet been picked up for shipment, but "had entered the queue." I requested that it NOT be shipped, but was told there was no way for American Standard to stop the toilet bowl from being picked up at that point. I was told I should just allow FedEx to pick the toilet up from AS and deliver it to several states away, and then I should "refuse delivery" (requiring me to wait at home for the delivery) or return it as soon as I got it. This was a polite but brief and very unhelpful call. The impression I got was that the customer service person would not put much effort into making a bad situation right.
I thought that was a crazy process, so I called FedEx to see if they could NOT pick it up from AS. FedEx told me they could easily stop the process if I just gave them a tracking number, but American Standard had not provided me with one. FedEx said the other way to cancel to shipment was to have AS contact them, and they would happily stop it - it happened all the time and would be easy to do. So, I called AS back and spent a long time on the phone (mostly on hold) to ask the customer service rep at American Standard to do that. This customer service rep seemed more willing to try to help than the previous one, but he also couldn't find a way "in the system" to stop the shipment, and told me I would receive instructions and a return label via email. The toilet bowl was picket up by FedEx from AS approximately 7-8 hours after my last call to AS that morning. I finally received instructions - one type from FedEX and one from AS, and they were very different. AS told me to print labels and open the new product box and put one of the labels inside. I also received an email from AS telling me that after all my efforts (emails and calls) to stop the shipment before it happened, American Standard will charge me a $40 fee - because it shipped. I am currently waiting for FedEx to deliver this very heavy package so I can take it to a FedEx shipping store and return it - and get charged $40 by AS for doing so.
If it were possible to give a company a negative rating, I would do so. I did have one terse response saying I could use FedEx's method of shipping, which brings this review up to one star.
I would NOT recommend you engage in business with this company. This easy-to-fix common problem became a major hassle because of a very inefficient, unhelpful customer service process. read more