Adam's Specialty Products

Review: I purchased a $4000 item from this company in 2013 for use in the future. There were a few issues with some of the parts, some of the parts got damaged most likely from shipping and I was concerned with the variation of the parts. I didn't notice these issues at the time of purchase and understood that I would need to order new replacement parts. I placed an order recently to replace these parts and they were not received in the correct or complete condition. I notified the company and I was told they would not be replaced or refunded. I asked to speak with someone over the phone to resolve the issue, but I got no response. I went ahead and returned the parts anyway while sending dozens of emails and voice mails explaining the issue and ways to resolve it. The company ended up refusing the package that I returned and continue to ignore me. I even stated that I would take the loss on this order and asked to place a new order for these parts in the correct or complete condition. I have done a great amount business with this company and have had no issues in the past ordering parts and/or complete items. This issue could have been easily resolved with a simple returned phone call and the company is very capable of offering these parts in the correct or complete condition. As of now I still don't have the replacement parts for this item and don't know where else to purchase them. I am a honest, polite person that worked very hard to afford this $4000 item and not to be able to use it is heart breaking. For a company to abandon a good customer and not offer any assistance what so ever is very ignorant.Desired Settlement: Allow me to place a new order for these replacement parts in there correct or complete condition.

Business

Response:

In response to *** regarding a replacement part order that he placed March 2 of 2015. He stated that the replacement parts received were not correct or in complete condition. As per email dated March 2 of 2015 he specified the desired the "aluminum laminate panel must be square and measure at least 22.125" x 46.125" (corner to corner) . The four 33C's must measure 43.937" - 43.968" in length and the 33S must measure 44.875" - 44.906" in length." (***). Please see attached sales receipt noting the desired measurements as specified above were placed on the sales receipt. Three shop employees measured all pieces before they were shipped to make sure they were per ***'s standards. The replacement pieces that were sent out were accurate in length. *** had emailed *** stating that the aluminum pieces were cut off on the ends leaving a silver edge. The measurements that *** requested were not a standard measurement therefore needed to be cut to his exact specifications there fore needed to be cut. *** stated he wanted us to return the product and have his pieces re-anodized at our expense. He was told that we would not be able to re-anodize his order nor any order that is a custom sizing. We order specific lengths of aluminum that are pre-cut and anodized and are done in large batch quantities. Once a piece of aluminum is anodized we are not able to be sent out on a single piece basis to get it re-anodized, it is an expensive process to do in large quantities and to get his specific lengths anodized we would have to purchase a large batch and it was it was custom measurements that we would not be able to sell to other customers. The desired settlement is for him to place a new order in correct or complete condition, which again was done accurately per his measurements. His actual complaint per our email conversation is to have the product re-anodized which is not able to be done therefore we cannot and will not be able to place a new order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There still are some misunderstanding between Adam's Specialty Products and I. First thing, I placed an order for (1) replacement aluminum laminate panel that was not correct in size. This was not the first time this has happened with the aluminum laminate panels, but I have resolved this issue myself by finding another source for the material and a company that was able to cut the panels accurately to size. I am not blaming anyone and understand if the company doesn't have the tools to cut accurately. The single 33S aluminum piece that I ordered was correct in length and anodized on both ends, therefore no issues.

Review: I placed an order online and it was confirmed on October 2, 2013 by *** from Customer Service, via email. Later that day I found I had no need for the item, so I attempted to call Customer Service and was unable to reach anyone. At the same time, I emailed *** to Cancel my order. I continued to try and call Customer Service and *** throughout the day of Oct 2, and failed to ever be able to reach a human being. I left several urgent messages on their voice mail requesting them to cancel my order and to confirm the cancellation with me either by phone or email. This morning Oct 3, I receive an email from *** stating that the cage has not shipped, and she would cancel the order but also deduct a 25% restocking fee!?!? I had checked their website before purchasing this, and they do not have any Terms & Conditions posted. The only thing on their receipt is a RETURN POLICY that details items must be returned in NEW Condition within 14 days of purchase and then once received they will deduct a 25% restocking fee. This order never shipped, and it had only been about 6 hours after the order was confirmed as received, that it was cancelled.!Desired Settlement: I expect a full refund of the original price I paid for the order.

Business

Response:

This customer was refunded in full for their order.

Review: I ordered a 7 foot high outdoor cat cage inclosure from their web site to be made and delivered by our agreement. Ordered April 04,2014, through phone and web, requiring them to have rep go over the specifications. Then 6 weeks go by with no contact by this company, they send a bird cage as the cage, not the one I ordered and paid for.. Cost of our cage by specifications and selection from their web site was $3728.00,, includes shipping. We ordered the SunCatcher System as Ultimate package to be 7ft high. (This is what their web site represents.) They substituted a lesser cage and shipped it to us without our authorization. They admitted to us by phone and email the one on the website we saw was discontinued two years ago. We have pictures of the one we ordered and the one received.

I am 6 foot 2 inches tall and the cage I ordered would have fit me to be in the cage. The one they sent is a Bird cage that is 6 foot. and represents there lesser price of $2,374.95 plus shipping comes to $2500. This is a difference of $1228. dollars that I should not pay for. I believe I am a victim of "Bait and Switch" by this company. When they delivered this crate it was over 500 lb crate packed and set down in front of garage. I was without use of car in garage for four days due to this large crate I could not move. I paid for help in getting this crate to side of driveway from front of garage and it is still here packed in front our home.

The contact person of order and answers the phone(sometimes) is Stacy??? She repeated she would pass the information on,, after several phone calls for almost two weeks we got nowhere. An email came stating from the shop manager (no Name), that he would substitute a door or a smaller cat tree. No way will we accept this. There was never any indication or information given they were sending us a 6 foot cage not to our specifications.Desired Settlement: We want them to refund Credit Card and have an order to pick-up of this crate from our home.

Business

Response:

In response to the above complaint by Mr. ***. He indeed ordered the 7 foot high model of our outdoor enclosure from our company. Cage specifications have been changed to improve the structrual integreity and make the product an overall better product for our customers. Height of the enclosure was incorrect on our website and was updated immediately after it was brought to our attention. There is a disclosure on our website Terms of Use, that does happen occassionally.

Cages By Design did not "Bait and Switch" Mr. ***. By Definition "Bait and Switch" is an intentional method of attracting consumers to our products and the giving them an inferior product to what they ordered. Cages By Design did not nor will ever intentionally deceive a customer into buying an inferior product. In fact, the cage that Mr. *** received is our new and improved model. Cages By Design does understand that Mr. *** is unsatisfied witht the height difference of 7 inches in the enclosure and we did offer, as Mr. *** mentioned, to send out a smaller cat tree so that it would fit better into the enclosure.

We are a small company, there are times where we may be on the phone with another customer and have to gather information before we contact back the customer. We understand that it is frustrating to wait for answers, but we will always do the best we can to assist our customers. In the end, we were able to come to an agreement with Mr. *** to fully refund his enclosure and he was able to keep the cat tree.