Everbrite, Inc.

I purchased two Everbrite products on the their website and paid for shipping. My total cost was $37.09. I received an email from Everbrite stating that my products had been delivered to my home. However, this was not accurate, the products had not been received. I called Everbrite and reported that my package had not arrived. My wife and I are retired in a very quiet community and have been staying home due to the pandemic. We pay attention to delivery trucks including the USPS. I explained this to Joe, who worked in a customer service function. He said someone from their Claims Department would likely get back to me likely that same day. Unfortunately, I did not hear back from Everbrite so I sent an email the evening of 10/28 which recounted the issue and that I had not been contacted by the Claims Department. I restated that I wanted to use the products I had ordered. I received a voice message from Joe the following day which said that Everbrite was "prepared to offer 10% off of a follow up order if [I] would like to place an order for the same products again." I was surprised that Everbrite was not willing to replace the products that I had purchased and that their response was to offer me a 10% discount if I chose reorder. I then called Joe who said that he noticed that while I had purchased Everbrite's HD Gel Cleaner and Polish, I had not purchased their protective coating. He said that if I purchased the Coating product and paid for shipping, he would send me the original products at no additional cost. My cost to do this, which Joe said included a 10% discount, was $35.39, nearly the sum of what I had already paid for product I never received. I was astonished that I was being asked to purchase an additional product that I did not want. This was not satisfactory to me and I asked to speak to Joe's supervisor. I was redirected and spoke with Tim who asked me to recount my experience and explain what Joe had offered me to resolve the issue. I did as was requested and also told Tim that I just wanted to receive the two products that I had ordered. He told me that he would have to check into this with his superiors and would call me back in a couple of hours. I received a call from Tim later in the afternoon who said that it was not their policy to replace products that were not received in shipment. He then asked me to pay for shipping of replacement product which would cost $11 to ship using USPS, which was the original carrier that did not deliver the parcel, or several dollars more to select and alternate shipper. I found this "offer" and the entire interaction with Everbrite personnel to be unsatisfactory. I wasted over and hour and a half explaining my issue via e-mail and several phone calls with an unsatisfactory result - I paid over $37 to Everbrite and will not be receiving anything for it. Based on my experience, Everbrite is not a company to be trusted. They wasted my time and caused undue frustration. They tried to resolve the issue by offering a 10% discount on reordering the same products and then tried to induce me to purchase another product that I did not want. They ultimately said that they would not pay for the replacement and shipping of product that I never received. Everbrite, Inc. has my $37.09 and I have nothing in return. Be cautious, this could happen to you as well. Everbrite and their customer service personnel did not stand-up and satisfy their customer. This reflects poorly on them and is indicative of their corporate values.

I am very pleased with Everbrite and their protectaclear. I purchased a 1 oz bottle to try it out first and I will certainly buy more.
Customer service was great ! Instructions were clear and helpful.
I am a metalsmith and work with Argentium silver and brass.
Thank you everbrite for solving a big problem for me
Cathy R.

Review: I bought this product approximately 3 years ago, followed instructions and was very pleased with the outcome. Now, 3 years later, the product is fading. However, the manufacturer states this product is warrantied for 5-7 yrs. I contacted the customer service department and at their instruction emailed pictures of my garage door. Several hours later I still had not heard back from the company so I called again. My call was finally returned by [redacted]. She was cordial enough at the beginning of the call and asked that I perform a "test" on the door. When I asked how she planned on backing up the warranty, she told me that they warranty the product, not the application. I didn't understand this because I was pretty certain that the only way the product could get from the can to my garage door was if it was applied. She clearly has not been trained in how to deal effectively with customers. During the call she raised her voice, interrupted me, talked over me and eventually hung up. I asked to speak to her supervisor and she told me that she was the supervisor. Trying to understand exactly what her role was with the company, she told me that she was sorry she took the time to call me herself. She was rude, curt and had I feel limited desire to stand by her product.Desired Settlement: refund or replace purchased product with no charge of shipping.

Business

Response:

This is in response to the complaint lodged by [redacted] on 9/25/15.[redacted] claims that our product came with a five-to-seven year warranty, which he wanted to utilize because garage door began to look faded and chalky after three years. Additionally, [redacted] claims that he was treated rudely by [redacted], that she lied about her role in the company as President, and that she has no knowledge of how to deal effectively with customers.With regards to a warranty, Everbrite grants no warranty beyond that which ensures that the product is not defective. There is no language regarding a warranty on any of our media, nor do we say there is one to customers who call us. We tell our customers that the coating on garage doors will last five to seven years before needing a touch-up coat if the process detailed in our instructions is followed thoroughly and completely. The finish can be maintained indefinitely by recoating periodically but the length of time between recoating depends on the elements that the metal is exposed to. There is not a warranty for how long the finish lasts between recoating. If a customer has problems with the coating, as did [redacted], our company's procedure is to troubleshoot the problem, and suggest ways to fix it. In this instance, after examining the pictures [redacted] provided, we were able to determine that he did not apply the coating in an even manner. The coating was applied in a haphazard manner. There are areas that are not coated completely and those are the areas that oxidized again. Unfortunately [redacted] was unable to make arrangements with [redacted] to provide him with coating either at a discount or at no charge, because when [redacted] asked for a test to be done to see the result so she could determine the best course of action to fix the problem, the conversation had strayed from the coating, to [redacted] as an individual. [redacted] accused [redacted] of lying about her position in the company (President), of refusing to honor a warranty which he was already told did not exist, and of not standing behind the product. [redacted] continued to attempt to bring the conversation back to his garage doors, without success. Lastly, [redacted] claims to have spent $75.00 on his purchase. His actual cost was $56.05: $44.95 for the garage door kit, $3.48 for tax, and $7.62 for shipping.It is the policy at Everbrite that all employees – including the President – provide stellar customer service, and when there is a problem, that we do everything in our power to resolve it. This incident is the first of its kind in the 25 years we have been in business, and we still hope for an amicable resolution to it. As a gesture of goodwill, we will send [redacted] a replacement Pint Kit of Everbrite at no charge so he can fix his door.

Business

Response:

Another Pint of Everbrite would fix the problem on [redacted] door however, since [redacted] rejected our offer to replace the kit he purchased, we will refund the cost of the kit that he purchased.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I love this product! I have searched extensively for a product that would protect the copper jewelry I make from unintended tarnish and oxidation. This Protectaclear by Everbrite Coatings is it! It does everything the company claims it does and their customer service is second to none. They genuinely care that you get the right product and that it is working for you. I would recommend this product to everyone.