Sign in

Baileigh Industrial

1625 Dufek Dr, Manitowoc, Wisconsin, United States, 54220-8372

Sharing is caring! Have something to share about Baileigh Industrial? Use RevDex to write a review

Baileigh Industrial Reviews (%countItem)

I ordered two pieces of machinery from Baileigh Industrial. One is a sander (order number MG1300020221 and tracking number 104675437206) and the other is a 3 in 1 brake (tracking number 104675435604). They were scheduled to be delivered by Saia on 05/05/2020. On 05/05/2020, Saia arrived at my shop and delivered one package at approximately 12 PM. When the Saia driver opened the door to the truck, the package containing the sander was laying on its side with the top busted open. I immediately called Baileigh to see what I should do with the package. I was told by Baileigh to take the package and open it up all the way to see if the machine was damaged. I told the worker from Baileigh to note in their system that I had called and made them aware of the damaged package at the time of delivery. I took the package and signed the drivers slip and noted the damaged package on the slip. I asked the Saia driver where the other package was. He said it was at the front of the trailer and he would have to come back later to deliver the second package which was on another slip. The slips did not identify which items were in each case. At about 3 PM the driver returned and delivered the next package which was the brake. The package was in good condition, so I signed the paperwork and took the package.

When I opened the first package, I took photos of the damage to the sander. In several areas there was where on the machine where the paint had scraped off from constant wear of bouncing up and down in the truck while not being secured. The disc sander was also well out of balance. More than a 1/4 inch which means it can not be used at all. I sent all of the photos to Baileigh. I received an email back from Baileigh stating they would not replace the broken equipment and that they would only send me some touch up paint.

Baileigh Industrial Response • May 06, 2020

Baileigh Industrial is happy to return the item in question with the understanding that there were extenuating circumstances. The shipping company had two separate deliveries from Baileigh on the same day to the customer and swapped paperwork between the two contributing to the confusion. One delivery was signed for damaged while the second was not. The customer did notify Baileigh of the damage, however the delivery receipt for the damaged item showed it was signed for free and clear (due to the paperwork being crossed). Per our standard Terms and Conditions of sale, an item signed for with no damage indicated becomes the customers responsibility. When the customer contacted our claims department regarding the issue, this was not immediately apparent. Once we were able to contact the shipper the mix up was brought to light. Baileigh has already issued a freight claim return for the item. The carrier will pick up the unit and return it to Baileigh Industrial at which time we will issue a full refund to the customer.

Baileigh Industrial Response • May 07, 2020

It is Baileigh Industrial's intent to issue a full refund of the invoice in question (*** for $1,969.98). A freight claim return is already in motion and the refund will take place as soon as the item has arrived back at Baileigh's facility.

Customer Response • May 11, 2020

Revdex.com:

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

Regards

When I was looking for an engraving machine, I spoke to someone at Baileigh and they recommended a machine that would fit my needs. When I received the machine, there were no instructions on how to operate the machine, only how to set up the machine. When I contacted them, they said everything I need to know to operate the machine, was on a *** video. This video did not explain how to use the machine for different applications, only one application. I then reached out to them to ask questions about the machine. I received answers that cost more money with no results. I have been struggling for over two months to figure the machine out. Then, when I finally give up trying to get the machine to work, they tell me the machine is not returnable but they would be happy to have customer service call me. They should have a return policy greater than 30 days for a machine like this. They almost know you will not be able to get it to work in this time frame and then they tell you sorry.

Baileigh Industrial Response • Sep 19, 2019

The machine in question is quite capable of performing the desired task. *** spoke to our Returns department and indicated what her issue was with the machine. She had been trying to work through a salesperson to achieve the desired result, but was directed to After Sales Support on 08/28/19. Jim in our After Sales Support group has tried to reach ***, but they have not yet connected. Jim can explain how to achieve the result that the customer is looking for with the machine. Ultimately, if Jim cannot resolve the issue and the machine is still new, we can facilitate a return even though the unit is beyond the 30 day window for returns.

My first contact with the company included a request if the table saw I was interested in ever went on sale or if they ever had specials. I was basically told that they did not know and when I ordered the saw a few days later, I made the same request. Within a couple days after my order and prior to even receiving the saw, I received via email an add stating a sale of 15% off all items on their site. I called and emailed about this, and my contention was that I had specifically requested about a discount or sale and that something should be done. I understand that if I had not made a specific request that I probably just had some bad timing luck. Upon my request, I was told that my complaint would be forwarded to the proper person and that I should receive a response. My note here is in response to the fact that I have not received a response. Below is attached my email showing that I did make the request and that customer service is certainly lacking from this company in regard to really knowing all that should be know about their products and also the proper response to a person concerning after sale questions. Here is my last email.....it does not include the 15% add or my prior requests: Hi,

It has been a full week since I talked with the last rep on the phone and was told that I would receive a follow up.

I have attached various emails and notices that I have received from when I first contacted baileigh about purchasing a new table saw.

My original email requested if the saws ever went on sale or if there was a discount to which I did not receive a reply. I called a couple more times before making a purchase and asked the same question but was told there was nothing in the works. Only a couple days after my order, I received the 15% discount notice which I feel was very unfair, since I had been requesting info regarding this exact same point. I called and the rep basically laughed me off stating that he did understand my frustration and would check higher up than himself and get back to me which has not happened.

I know I will be happy with my saw which I have since received, but the reps certainly do not seem to be very knowledgeable. Case in point: I asked one rep about the cord and he stated that all cabinet saws come with no plug since there are various configurations. However, mine did come with a plug which is an advantage, but the rep should give accurate info. I also had to call a couple more times about the shipping since my original quote had shipping that was not in line with what the quote should have been according to the info online.

I know I am at your mercy, but I just want to let you and other people know that the customer service I received was very lacking in both accuracy and professionalism.

Hopefully, someone at baileigh can put me in a better frame of mind.

Thad *** in Uniontown Pa.......

Baileigh Industrial Response • Apr 17, 2018

Mr.,

I'm sorry to hear that your experience with your Baileigh purchase didn't go as well as it should have. Regardless of the resolution on the pricing dispute, you should have received a response to your inquiries. I apologize for our lack of communication. As for the price dispute, what the sales specialist told you is true, they would not have known about the web sale that occurred. The web sale is something that is administered by the marketing team independent of the sales team. I do see that the sales person did provide you with a small discount on the original order, but it was not 15%. What I can do for you is provide you with a $150.00 credit on your account that you can use towards a future purchase. Please let Baileigh know if this would be an acceptable resolution.

Regards,

***

Sales and Service Manager

Customer Response • Apr 17, 2018

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

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

Regards

1. On July 5, 2017, our company took delivery of a new VM-1040E-1 Vertical Mill on our PO 044761, and the Vertical mill was professionally installed by licensed electrical contractors in Elgin, IL
2. On October 10, 2017 we reported to ***, by phone with confirmation by email, that the motor (Part# VM-M25C) had failed and that smoke was coming out of the motor. *** requested that we send photos of the serial plates on the machine as well as a short video that documented that the motor was smoking. We complied wioth that requerst and sent same via email.
3. We sent followup emails on October 11 and October 12 requesting delivery status of the motor.
4. On October 12, 2017 we received an email from *** stating that the warranty replacement motor would have a 4-8 week leadtime.
5. We are a manufacturer of FDA registered medical devices and our business will suffer a financial hardship by having to wait 4-8 weeks to get our machine back up and running.
6. The customer support is non-existent in this case and we have requested that Baileigh remove a motor from a machine in their stock, fly a motor in from their China supplier or pickup the machine and issue a full refund.

Baileigh Industrial Response

I have reviewed the information and the customer is correct in regards to the timeline reported in the complaint. Baileigh does provide a 12 month parts warranty on our equipment and the motor in question is being provided to the customer under warranty. Motor failures are not common on this machine and, as such, motors are not a stocked item. We have ordered a motor from our supplier and are anticipating delivery on 10/18/17. In an effort to allow the customer to put his machine back in to service, we have secured a motor from another machine in inventory. This was confirmed for the customer this morning, 10/13/17, via email after our email yesterday indicating that we were attempting to expedite a solution for them. It is our stance that the statement in the complaint indicating that the customer support was non-existent is a unfair accusation as we have stood by the product and attempted to find a resolution to the situation. A replacement motor was shipped to the customer today.

Customer Response

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. We accept that the company is now clearly demonstrating a bias for action to provide a replacement motor in significantly less time than the 4-8 weeks previously communicated. Thank you.

Regards,

***

CEO

I have order a universal bender from baileigh industrial online on 07/10/2017 for $395 + $70 shipping. Right after I ordered it I realized that they had the wrong address and called immediately and somebody helped me to change it to the right one as of on my invoice it is the right address but somehow the FedEx shipping label had the wrong address so I never receive my package. I have called baileighs industrial like 10+times and whoever answers the phone they don't know anything about my order and I have to explain every time the whole situation and every time they act like they going to call fedex to resolve the issue next day I call FedEx and FedEx just tell me every time that Baileigh's have to call them to ask them to retrieve my package. As for today Baileigh's customer service person jut leave me on hold for 30mins and I called FedEx and FedEx just told me the same thing "baileigh has to call us to retrieve your package and we don't have any notes other then this package was delivered at wrong adreess on 07/13/2017.

Baileigh Industrial Response

I spoke with the customer and he informed me the issue is resolved and he will receive his machine next week. FedEx had issues delivering due to conflicting address information. We have tracking information on the package (997385700187150). *** has my name and phone number to call if for any reason there is an issue with the delivery.

I purchased 8 expensive machines from baileigh industrial and all went downhill from there. When I received my equipment it was over 3 weeks late damaged and missing parts. One of my more expensive machines is software driven. the first software package that came with it was old and out dated and has since stopped working. they offered new very complicated software with 0 technical support. I am now on my own to try to figure it out.

Baileigh Industrial Response

Baileigh has been working diligently with Mr. since he purchased his items from Baileigh last Fall. In response to this recent request for service, we have reached out to Mr. and he has been provided with the contact information of multiple individuals that have the requisite knowledge needed to assit him with his issues.

On May 1, 2017 I spoke to *** in Service. I gave him my equipment serial number and model number. He then e-mailed me a break down of the machine I picked the part I needed. I called *** back and told him what I needed. He took my info and credit card number. I called back to get a tracking number the next day , *** stated one part was on back order (Camshaft) so I told him to send the order when the order was complete. I called a couple of times to check on my parts and was told a couple of weeks each time. On June 2, 2017 I received the back ordered parts. The complete order was incorrect. I called and spoke with James. James knows what he is doing. Got me the right parts but I had to go back and deal with ***. Well *** and I then talked about my order being wrong. and *** stated the I gave him the wrong part numbers. I GAVE *** the numbers off the parts breakdown he provided. I gave James the same serial number and model number on June 2,2017 He got the right part. How can it be my fault if *** gave ME the wrong parts list? Then *** told me that the CORRECT parts was in STOCK! after a month of waiting and a machine down. I had to pay for overnight freight for the correct part that due to ***'s mistake cost me a month and about 80.00 Also I tried to talk to a Supervisor but as usual never herd back. I DONT HAVE THE ORDER NUMBER WITH ME NOW.

And I had to get some bending gel on Monday June 19 spoke to *** at 11:15 or so. I needed two quarts 2nd day aired to me in Texas. I got an e-mail conformation from *** at 11:30 a.m. So I thought my order would be here Wednesday June 21 , but as per *** ( I think is on propose) my order didn't go out until Tuesday June 20 so I will have that order a day later than expected...... Order # ORD0059688

I have read the other reviews of Baileghs customer service. Sounds like I should have done so research before being stuck with a lack luster company.

Baileigh Industrial Response

I investigated the complaint after receiving the email from the Revdex.com. The long and short of it is Baileigh handled it improperly. We did send the customer a parts breakdown to identify the needed parts, but we sent the wrong one resulting in the confusion. There is a return in our system dated 06/19/17 for the parts that were indentified incorrectly in the amount of $81.00. The customer will receive a refund for these items. The other charges incurred ($226.00 for the correct parts, and $33.90 for the lubricant) are for items which the customer needed and kept. Baileigh would like to offer an in-store credit of $150.00 to help offset the frustration that the customer experienced. We take pride in our customer service and make every effort to get our customers what they need in a timely fashion. We made an honest mistake in this case and would really like to make the customer happy.

Regards,

***

***

Sales and Service Manager

Baileigh Industrial, Inc.

P.O. Box 531 Manitowoc, WI 54221-0531

Phone:

Fax:

E-mail: j***@baileigh.com

Websites: www.baileigh.com

Customer Response

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

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

Regards

Check fields!

Write a review of Baileigh Industrial

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

Baileigh Industrial Rating

Overall satisfaction rating

Address: 1625 Dufek Dr, Manitowoc, Wisconsin, United States, 54220-8372

Phone:

Show more...

Fax:

+1 (920) 684-3944

Web:

This website was reported to be associated with Baileigh Industrial.



E-mails:

Sign in to see

Add contact information for Baileigh Industrial

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated