Initial Business Response /* (1000, 8, 2015/07/10) */
We have convinced the shipper to pick up the damaged product. We will arrange for a freight carrier to pick up the product next week. The customer has been informed of this, has been issued a credit and is agreeable to this...
resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have read this complaint and understand that at the time this complaint was submitted, the customer had not received the MR12FL that he had ordered. I was called by the Minnesota Revdex.com because we had not seen or received the original complaint sent by email. I am not able to go back to...
find the specific reason that this product was not shipped to the customer. The most likely situation is that our on hand stock for this item was temporarily depleted. It is also possible that the manufacturer was temporarily out of stock and had backordered this item to us. Although delayed longer that either the customer or ToolDiscounterll would like, I see that the product was shipped by us to the customer by us on 11/2/2016. The FedEx tracking number is [redacted]. This was shipped via FedEx Smart Post. The final delivery will be made by the US Postal Service but this item can be tracked on the FedEx website, www.fedex.com.We trust that this will resolve the complaint and ask that the customer please accept our apologies for any inconvenience.
Initial Business Response /* (1000, 6, 2015/07/10) */
The order was received from the customer. Our server did crash. It was not repairable. We are still waiting for it to arrive. Unfortunately that made it impossible to print postage. When we contacted the customer he requested that we ship...
it via next day air. We offered to ship it via UPS 2nd day air. The customer got upset and hung up the phone. We did ship the product.
We apologize for the problem and tried to do the best we could to resolve it. We are sorry that the customer was not satisfied.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, I never received a call from Tool Discounters giving me an update on the delivery of my product (As per their response which is a lie). Each conversation that took place was started by me calling them. After I called the 1st time I was told that the individual would personally drive to the post office and drop it off IF the product did not ship that day (Another lie). Then after not receiving a confirmation by email about the shipping I had to call again. After calling and sitting on hold the rep "CONVENIENTLY" told me it is scheduled to ship today! After hearing this excuse, I instantly was upset with this company. I asked that due to the lack of communication and the fact that I had to call them at least they could do is overnight the product, which I do not feel is out of line. After being told continuously they only made $5.00 on the product, I advised the rep that their company obviously needs the money more than I need the product on time. The rep REFUSED to let me talk to a manager and I found that to be unprofessional as well. I am seeking to have my credit card credited for overnight shipping which is the service I should have received after their screw up.
Thank you for bringing this to our attention.The customer is correct in saying that he ordered 8 items. On one of the items that he ordered, ESP180, our inventory was not correct. We had to obtain this item to complete the order. The order was shipped complete on 2/7/18 on our...
invoice number [redacted]. The FedEx tracking number was [redacted]. It was delivered on 2/8/18.We certainly apologize if the customer did not receive correspondence from us about the expected ship date of his order. We strive to answer emails from our customers promptly. We are also sorry for any inconvenience this may have caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have received said item. I didn't receive an invoice or an email shipping notification. Lack of communication is very high. What gets shipped should be in a computer invoice. I really feel sorry for you if this is the way you do business. Good luck on all your endeavors.
Initial Business Response /* (1000, 8, 2015/07/10) */
We have convinced the shipper to pick up the damaged product. We will arrange for a freight carrier to pick up the product next week. The customer has been informed of this, has been issued a credit and is agreeable to this...
resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have read this complaint and understand that at the time this complaint was submitted, the customer had not received the MR12FL that he had ordered. I was called by the Minnesota Revdex.com because we had not seen or received the original complaint sent by email. I am not able to go back to...
find the specific reason that this product was not shipped to the customer. The most likely situation is that our on hand stock for this item was temporarily depleted. It is also possible that the manufacturer was temporarily out of stock and had backordered this item to us. Although delayed longer that either the customer or ToolDiscounterll would like, I see that the product was shipped by us to the customer by us on 11/2/2016. The FedEx tracking number is [redacted]. This was shipped via FedEx Smart Post. The final delivery will be made by the US Postal Service but this item can be tracked on the FedEx website, www.fedex.com.We trust that this will resolve the complaint and ask that the customer please accept our apologies for any inconvenience.
Initial Business Response /* (1000, 6, 2015/07/10) */
The order was received from the customer. Our server did crash. It was not repairable. We are still waiting for it to arrive. Unfortunately that made it impossible to print postage. When we contacted the customer he requested that we ship...
it via next day air. We offered to ship it via UPS 2nd day air. The customer got upset and hung up the phone. We did ship the product.
We apologize for the problem and tried to do the best we could to resolve it. We are sorry that the customer was not satisfied.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, I never received a call from Tool Discounters giving me an update on the delivery of my product (As per their response which is a lie). Each conversation that took place was started by me calling them. After I called the 1st time I was told that the individual would personally drive to the post office and drop it off IF the product did not ship that day (Another lie). Then after not receiving a confirmation by email about the shipping I had to call again. After calling and sitting on hold the rep "CONVENIENTLY" told me it is scheduled to ship today! After hearing this excuse, I instantly was upset with this company. I asked that due to the lack of communication and the fact that I had to call them at least they could do is overnight the product, which I do not feel is out of line. After being told continuously they only made $5.00 on the product, I advised the rep that their company obviously needs the money more than I need the product on time. The rep REFUSED to let me talk to a manager and I found that to be unprofessional as well. I am seeking to have my credit card credited for overnight shipping which is the service I should have received after their screw up.
Thank you for bringing this to our attention.The customer is correct in saying that he ordered 8 items. On one of the items that he ordered, ESP180, our inventory was not correct. We had to obtain this item to complete the order. The order was shipped complete on 2/7/18 on our...
invoice number [redacted]. The FedEx tracking number was [redacted]. It was delivered on 2/8/18.We certainly apologize if the customer did not receive correspondence from us about the expected ship date of his order. We strive to answer emails from our customers promptly. We are also sorry for any inconvenience this may have caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have received said item. I didn't receive an invoice or an email shipping notification. Lack of communication is very high. What gets shipped should be in a computer invoice. I really feel sorry for you if this is the way you do business. Good luck on all your endeavors.