BuilderDepot Inc

spectrumsuperstore.com also known as BUILDERDEPOT (Valley Center) BAD BUSINESS, DON'T GET RIPPED OFF!
I made a purchase of cases of units per case of 3M disposable respirators from the *** website, apparently these are offered from one of their vendors spectrumsuperstore.com also known as BUILDERDEPOT (Valley Center)
I have included an image of the *** webpage used during the purchase process for reference
Note the quantity, located on the title, the store name of spectrumsuperstore.com and the price
I stuck in my cart and paid
I paid over $ + for this orde,r with shipping being about $alone and was shipped just single units in a box that weighed less then pounds within the same countyless than miles
Sears said it was spectrumsuperstore.com BUILDERDEPOT (Valley Center) listing and they would need to either send the remainder of the order to me or issue the refundIn turn spectrumsuperstore.com BUILDERDEPOT (Valley Center) said it was Sears' fault, either way I was ripped offI have yet to be able to resolve this so I had to file a complaint with my creditcard company and want to warn others I was threatened by spectrumsuperstore.com BUILDERDEPOTthat if I returned them I would not get my shipping back and I would be charged a restocking feeAfter numerous emails the C.E.O MrCobb responded to me and had the nerve to offer me a refund of $of my $payment and then I could keep the paper respiratorsAfter further emails back and forth I finally got a half hearted apology and told that they would accept the return and *** would send a label which has still not arrived In the mean time they still have not issued a refundthis is a classic BAIT AND SWITCH and they need to be held accountable for their deceptive business practicesBOTH *** and spectrumsuperstore.com BUILDERDEPOT think that by pointing the finger of blame at the other that they are absolved of responsibility when what they need to do is service the customer, and find a way to resolve it the LEAST damaging way for the customer even if it means you loose money on measly paper respirators
*** ***, CEO
Builderdepot, Inc
http://www.builderdepot.com
T: 760.651.4328x
F:

Case***
The customer ordered "RENOWN FOAM DISINFECTANT CLEANER AEROSOL 12/19OZ/CS per EA" which is a single can
out of a case that contains 12, we delivered the single can that he ordered We agree that this is not clear on the
product
name but that product data was provided to us automatically by the manufacturer and went into our system that way This product
information was then again, automatically, posted on Sears for sale Sears did NOT include the "per EA" part of the information (its a seperate
data field)Data can have errors in it and given that we deal with over items there will be errors and we try to address them and
prevent them as best we can Based on the price of the item the customer should have known that it was not a case of
The facts and actions we took to resolve this are
on the initial call both Sears and ourselves told the customer that he only ordered a single can but we needed to investigate what happened
even though the customer didn't seem to like that but it does take time to look into these things
we contacted the manufacturer about the product data provided and they explained its just to show how many are in a case
not that it is a case quantity We indicated to them that this was confusing
after reviewing the data we made immediate changes to clarify the product information as well as about
other items that were similarly confusing from the same manufacturer That information was updated within hours, we were not trying
to hide anything merely trying to prevent any further issues for customers and fix the root problem.
Sears has not yet explained to us why the "Per EA" information was/is not showing on their site we have no control over what information
they show that we provide to them This is still an open issue with them
Since the customer is a customer of Sears we escalated the issue to them to work out a resolution and we indicated to the customer we would do
that (and we did) and they would get back to him, we do not believe Sears got back to the customer.
we offered to the customer that if he needed more cans we could place an order for that with no shipping charge (which was the majority of the cost of the original order)
He didn't want to do that
we offered to pay for the return of the item for a refund which is our policy, he didn't want to do that
the customer indicated he wanted more cans sent for free, we nor Sears was willing to do that as that is not what he purchased
after discussions with Sears we decided to issue a full refund to the customer (Sears did not issue it, we did) and he did not need to
return it as a goodwill gesture and to close this case This was done on July 15th which we believe is a reasonable timeframe
the customer did call numerous times but within a few hour time period while I was out of the office He was emailed to notify him
about the refund and that he didn't need to return it There was no point in any further communication
We consider this issue closed, the customer has received the product for free already via a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe return policy was not provided in a manner easy to locate at the time of purchase or delivery There was no direct link to the return policy during checkout or on the invoice When the product was delivered it came with no paperwork at all, let alone anything referring to a return policy In my experience, online vendors provide a link with checkout and/or on the invoice (***, ***, etc.) to their return policy to ensure that the buyer knows the proper procedures to followThe fact that there is a link somewhere on the Customer Service page to returns is not sufficient notice of a thirty day policy when there is nothing provided to me that references that, gives a link to it, or even just states it
We began trying to return the product on June 10, days outside the day window that we didn't know existed It took until the 19th to figure out who to contact and get a response of any kind Contrary to what was stated by the seller, the link did not work When I clicked it I was taken to a page that said the link had been disabled It was not simply slowI am not aware that days is a standard return policy, and I don't think most consumers are When I make an online purchase, I review the return policy that is provided to me either at checkout before I buy or the notice delivered with the product of I need to return it, to become aware of each business's specific policy Consumers are not expected 1) assume a specific time or 2) be expected to go hunt down a policy if one is not provided on any documentation that came with the product
Regards,
*** ***

We have carefully reviewed the circumstances surrounding this complaint and we did email the customer directly once we received the complaint to tell them we would fully investigate itThe customer purchased the item from us via the *** web site The item was shipped out
by a freight (***) courier due to its weight and size which requires an appointment to be set with the customer for delivery
We were initially told that the shipment was returned to us because the customer refused it That was not correct after investigating this The freight company (*** ***) made multiple attempts to contact the customer to arrange delivery but was unsuccessful and therefore they returned the item to us Storage fees can also apply if a customer does not respond within a few days of initial contact if the item isn't returned to usAs we had to pay for the shipping costs both outbound and inbound and this was not any error on our part, we deducted those shipping costs from the refund The shipping companies will only make so many attempts to arrange delivery with a customer

Her complaint is that the return policy wasn't available ahead of time That is not correct
We have repeatedly pointed out to the customer that the *** general return policy was/is on the product page on *** so her repeatedly saying its not is incorrect She didn't read it even though it was available She was provided it when she inquired about it as well We are not *** and have no control over if they provide the return policy elsewhere in the checkout process or at all While she may feel that would be helpful and beneficial it doesn't change the fact that it was still easily available before purchase but she chose not to read them or look for them We can't force someone to read the policies beforehand Making them more accessible would be a complaint she would need to file with ***, not us It is however linked on the *** order details email as well The link was and is not disabled but again if it was that is a *** link, not us and she should file a complaint with *** if it was not working/slow for her for some reason Paperwork should have been in the box but was apparently missing which we apologized for It does not contain the return policy as that is on the website for reference and certainly could be changed or improved
The customer only contacted us about the return a few days ago She did not need to hunt around at all for anything, she simply could login to *** and request a return for her order and that would have started this process sooner She did not do that either and the information on doing that is provided on the *** receipt she received So her complaint about this being difficult or convoluted is also not correct, she didn't follow the simple outlined process that *** makes available.
Customers must check for damage, the wrong product or usefulness of an item within days that is just standard retailer policy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Re: "Based on the price of the item the customer should have known that it was not a case of 12."  
ARE YOU KIDDING ME?!?!  Sears had the items original price listed as $30.53 with free shipping, "ON SALE" for $22.81.  These cans retail for around $4.95 per bottle from the manufacturer.  I thought that I was getting a super "deal" because I was getting 12 for $22 instead of $30.  Don't you dare tell me that I "should have known based on the price."  What it would pay you $22.81 or $30.53 for ONE CAN of this stuff?!
Re: 3. "That information was updated within 6 hours, we were not trying to hide anything merely trying to prevent any further issues for
customers and fix the root problem." 
If you were so quickly willing to fix the root of the problem, why weren't you willing to so quickly fix my problem?  Your quickness to have it changed acknowledges how misleading the listing truly was.
Re: 5. "Since the customer is a customer of Sears we escalated the issue
to them..." 
NO: you are a third party vendor to Sears, I was equally YOUR customer and you kept putting me off on to them, and vice-versa."
Re: 6. "We offered to the customer
that if he needed 11 more cans we could place an order for that with no
shipping charge (which was the majority of the cost of the original order)."  
ABSOLUTE LIES.  No such offer was ever made or mentioned.  Complete liar.
Re: 7. "We offered to pay for the
return of the item for a refund which is our normal policy, he didn't want to
do that."  
This offer was an insult that did not acknowledge the problem of the multiple listing flaws of the company.
Re: 8. "The customer indicated he
wanted 11 more cans sent for free, we nor Sears was willing to do that as that
is not what he purchased."  
YES, you it, purchasing one quantity of TWELVE is what I purchased, you were just too unobservant to recognize the mistake in your own listing and too ignorant to acknowledge how blatant a mistake it was."
Re: 9. "the customer did call numerous times but within a few hour time
period while I was out of the office.  He was emailed to notify him about the refund and that he didn't need to return it.  There
was no point in any further communication."  
NO POINT?!?!  My asking you to follow up with me was point enough.  What spineless customer service!
This companies leadership continues to point fingers at others for their blatant disregard of their own mistakes rather than take action.  The "resolutions" that they provide are simply insulting in that they do nothing to resolve the mistakes for which they should hold themselves 100% accountable.  They lead their customers in a pointless circle.  Furthermore, their customer service is virtually non-existent.  I find it difficult to believe that they still function as an enterprise.
 
Regards,
[redacted]

[redacted],
I would like to address your complaint.  The product ordered does have a 2 week lead time and it does say that in the product description and always has.  I do realize its something that isn't always noticed though.  The product is shipped directly from the manufacturer...

to keep shipping costs down (ie: not shipping it to us and then on to you).  I have asked the mfr about the longer than 2 week delay on your specific order and they ran out of this item and it does take them time to manufacture more.  That however was not properly communicated to us and thus to you unfortunately.  They did tell us it would ship on the 19th and it didn't which is what we told you.  We have not had previous issues with this manufacturer but I will stress to them the importance of timely and accurate communication with us and therefore our customers.  We did get the tracking information from them this morning and you should have received an email with that.  In case you didn't the tracking is UPS [redacted]I will address internally why you didn't get responded to in the last week as that is not acceptable for us either and I apologize for the lack of communication.

The customer ordered this item on [redacted].com website and we are a marketplace seller on that site and we are listed as Spectrum Superstore (which is one of our brands).  The link in the online receipt from [redacted] was slow (it was not disabled, it just didn't respond quickly) and we...

did report that to [redacted] after we were made aware of it with this complaint.  The link is quick now according to [redacted] and we have confirmed that.  We have no control over what information is shown or given to a customer on the [redacted] website however it does appear that the return policy is provided.  Unfortunately the customer did not read it before purchasing.  The customer did contact us directly (not via the [redacted] website) and we informed them that our return policy is 30 days which is posted on our website.  It is posted on our store page on [redacted] and finally the [redacted] general return policies are shown on the product page on the [redacted] website which also state a 30 day return policy.  The customer could easily have read the return policy before purchasing.  It is completely visible and available before purchase both on [redacted] and our own websites.  There is most definitely a page on our website outlining this policy.  The link is on the customer service page which is shown at the bottom of every page on the website.  We will however take this as feedback to make it even more visible.  In general most online and offline retailers have a 30 day return policy, this is fairly standard and I think its reasonable to assume that even without reading the policy.

For some reason we never received the original notice on this complaint.  We would have responded immediately.
The customer made this purchase on [redacted].com from a listing of a product we sell through the [redacted] marketplace.  The [redacted] system takes product listings from...

numerous sellers and based on the manufacturer, part number and upc code matches similar items together.  There is however a flaw in this method if one or more of the sellers provides incorrect information or sells an item in a multi pack.  That is what has happened in this case.  Another seller is selling this item as a case of 12 while we are selling it as a single item.  We are NOT selling this as a case of 12 and never have.  Our price includes shipping and due to limitations in the [redacted] system when more than 1 quantity is purchased it simply multiples out the total cost so qty purchases can end up being very high.  We also do not sell anything under $20 on the [redacted] web site due to high costs in low dollar amount orders.  Therefore lower price items do have a higher  price listing.  
[redacted] is aware of these issues and this same thing is happening with a lot of their sellers.  What does happen when the customer adds the item to the basket on [redacted], is it shows the specific sellers product information at which point this customer would have seen that it was a single bottle not a case.  Granted this could be easy to miss but it is shown.  Based on the price it also doesn't make sense that it would be a case of 12 bottles and granted it is high for 2 single bottles with the explanation above of why that is.  
The customer did contact [redacted] about this order and they contacted us.  We responded within 24 hours and explained that the order sent to us by [redacted] was for 2 bottles only and that is what we shipped.  The customer is certainly welcome to return the product for a full refund and we will have [redacted] pay for the return label and shipping as this was their error not ours.    We can not obviously ship out 22 more bottles to the customers since that is not what the customer paid for nor the order we received from [redacted].  
We will send the customer another email outlining the return process and instructions and have [redacted] issue a return label.  
We have brought up this type of issue with [redacted] multiple times and offered multiple suggestions on how to prevent this type of situation but to date they have not acted on those suggestions.  
We will also be forwarding this complaint to our [redacted] account manager to again stress to them that these type of situations and flaws in the product grouping methodology cause customer service issues which we constantly strive to eliminate and/or ensure we handle promptly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1. Whether the return policy is in an obscure location on the website is irrelevant.  Most if not all other web retailers I deal with provide a link at the time of purchase and with the delivery of the product so that the consumer has proper notification of the policy.    Additionally, since the links didn't work and the name of the company is different than the name on the website, it would be ridiculous to expect a buyer to go to that website to check the return policy before they even purchase an item or at the time of purchase.
2.  Trying to push all of this off on [redacted] is also irrelevant.  We attempted to make the return through [redacted] before going through the trouble of trying to figure out who the company even was, let alone their return policies, but were informed that [redacted] is simply a third party broker, much like [redacted].  The policies which [redacted] has on their page are 1) not applicable to other sellers, and 2) also not linked to in an obvious manner at the time of purchase.
3. Again, as stated, I am not aware of a "standard" return time.  It is possible there is one, but that is not something that is common knowledge unless you are working in the online sales field. 
 
The timeline of our purchase is as follows:
 
April 29- order is made.  There is no return policy in an obvious location at any time during the checkout process or in the confirmation email.
May 5- order is received in a box with no return address label and no paperwork inside. 
June 9- After school is out, we attempt to use the product and discover it will not fit with our table.
June 10- We attempt to return the product through [redacted] and are told that they are just the broker.  Returns must be made directly with the seller.  We are referred to the information on our email.  The link does not work when I try it for more information or for the seller's email.  Admittedly, this is a [redacted] issue, but is included to show the difficulty we have had in identifying and communicating with seller.
June 19- I do an internet search to find the name and contact information for the seller, and send an email to request information on how to make a return.
Until June 19, I didn't even know the name or website of the actual seller.  I could not have looked up their return policy even if I thought I should.  Since no policy was included with order or delivery, I did not know that there would be a short time limit on the return.  
 
Regards,
[redacted]

Review: I ordered a [redacted] air conditioner on Builder Depot's [redacted] storefront, and arranged for it to be delivered to my sister in [redacted]. The delivery was never made or even attempted. The freight company informed us that Builder Depot instructed them to return the shipment to them rather than make the delivery. Builder Depot is now claiming, wrongly, that delivery was refused by my sister, and on that basis has withheld a hefty restocking fee from the refund they issued.Desired Settlement: I want the restocking fee refunded as well, because the delivery was cancelled by the seller, not refused by me or my sister.

Business

Response:

We have carefully reviewed the circumstances surrounding this complaint and we did email the customer directly once we received the complaint to tell them we would fully investigate it.

Review: I placed an order through [redacted] for Biokleen Bac-Out Stain & Odor Eliminator, Spectrum Super Store was the listing company. The product was listed as a case of 12 - 32 oz EA with a price of $28.15 per case. I have a copy of the listing detail that not only lists the product, but also has a description of product: "Biokleen Bac-Out Stain and Odor Remover - Case of 12 - 32 oz EA". I placed an order for 2 cases online on July 17th. My credit card was charged immediately.When the box arrived, there were 2 BOTTLES, not 24 bottles. I contacted customer service at [redacted] and they in turn contacted the selling company. SpectrumSuperStore's response to me was that "they do not sell cases, the price shown was for one bottle". [redacted] will do nothing, as they say they do not sell that product, but suggested that I return the order.Desired Settlement: I have a copy of the original product description that was online & will provide that to you. I fully expect the shipment of the remaining 22 bottles as ordered.

Business

Response:

For some reason we never received the original notice on this complaint. We would have responded immediately.

I purchased a high quality sewing machine from BuilderDepot, and it arrived only two days later! I was thrilled! I worked that machine hard over the next two months, costuming 100 children and adults for a vacation bible school. The machine worked like a top and never once hiccuped or faltered, with any fabric. I placed another order from them today.

spectrumsuperstore.com also known as BUILDERDEPOT (Valley Center) BAD BUSINESS, DON'T GET RIPPED OFF!

I made a purchase of 5 cases of 20 units per case of 3M 8233 disposable respirators from the [redacted] website, apparently these are offered from one of their vendors. spectrumsuperstore.com also known as BUILDERDEPOT (Valley Center)

I have included an image of the [redacted] webpage used during the purchase process for reference.

Note the quantity, located on the title, the store name of spectrumsuperstore.com and the price.

I stuck 5 in my cart and paid.

I paid over $150.00 + for this orde,r with shipping being about $60.00 alone and was shipped just 5 single units in a box that weighed less then 2 pounds within the same county. less than 40 miles.

Sears said it was spectrumsuperstore.com BUILDERDEPOT (Valley Center) listing and they would need to either send the remainder of the order to me or issue the refund. In turn spectrumsuperstore.com BUILDERDEPOT (Valley Center) said it was Sears' fault, either way I was ripped off. I have yet to be able to resolve this so I had to file a complaint with my creditcard company and want to warn others. I was threatened by spectrumsuperstore.com BUILDERDEPOTthat if I returned them I would not get my shipping back and I would be charged a restocking fee. After numerous emails the C.E.O Mr. Cobb responded to me and had the nerve to offer me a refund of $80.00 of my $150. payment and then I could keep the 5 paper respirators. After further emails back and forth I finally got a half hearted apology and told that they would accept the return and [redacted] would send a label which has still not arrived. In the mean time they still have not issued a refund. this is a classic BAIT AND SWITCH and they need to be held accountable for their deceptive business practices. BOTH [redacted] and spectrumsuperstore.com BUILDERDEPOT think that by pointing the finger of blame at the other that they are absolved of responsibility when what they need to do is service the customer, and find a way to resolve it the LEAST damaging way for the customer even if it means you loose money on 5 measly paper respirators.

[redacted], CEO

Builderdepot, Inc.

http://www.builderdepot.com

T: 760.651.4328x106

F: 866.311.4814

Review: On July 8th, I placed an order on Sears.com through Builder Depot. The outcome of this order has been by far the WORSE online ordering experience and most pathetic excuse for customer service that I have EVER received.

The item that I ordered was "RENOWN FOAM DISINFECTANT CLEANER AEROSOL 12/19OZ/CS" for $24. As per the item name and the item description (which also clearly stated: "12 19-oz cans/CS"), I expected as anyone would when placing a quantity order for ONE, to receive TWELVE cans.

You can therefore imagine my surprise when I received only one can. I immediately started dealing with the Sears customer service group who explained that these listings are controlled by the third parties. I therefore contacted Builder Depot and spoke with Russ. Russ immediately tried to argue with me regarding the "quantity" that I had ordered. I had to explain multiple times that when the item description states "12," placing a quantity order for "one" would result in receiving TWELVE pieces, the same way one would expect to receive twelve eggs when ordering one quantity of one dozen eggs. He continued to argue until I directed him to their listing on Sears.com. His tune immediately changed and he then admitted how confusing the listing was and how misrepresenting it was. He still tried, however to blame Sears even though it is the responsibility of the third party to correct the listing.

Instead of fixing the problem right then and there by sending me the additional eleven cans which I was rightfully owed, Russ kept putting the blame back on Sears. I contacted Russ seven more times for a resolution and although he promised to get in touch with Sears and work it out, he never did so.

After complaining to Sears about the service I had received (or rather DIDN'T receive), Sears refunded the purchase. I still have yet to hear back from Russ, despite calling him and his customer service department an additional several times.Desired Settlement: I want Builder Depot to own up to their mistake and stop placing the blame on [redacted].com for their mistake. I have had to play the mediator for two companies, and as a customer that is unacceptable on the part of both parties. yes, I was given a refund, but only after countless hours wasted sorting out a blatant mistake that was not my fault. Within HOURS of my call, Russ had logged on to [redacted].com and edited the listing so that the "12" no longer appears in the listing. Obviously, for Builder Depot to have been this proactive in editing the listing, they realize how misleading it was. Yet, in removing the evidence from the website, their liability is now a matter of "lost in cyberspace." Thankfully, I took a photo of the original showing their misrepresentation.

I ordered and paid for TWELVE cans of the cleaner and I still only received one. I want the other Eleven cans that I was falsely lead to believe by Builder Depot that I would receive. It is/was a simple solution.

Business

Response:

Case[redacted]