BuyRailings.com

Reply to Complaint # [redacted] We will issue a full refund to the customer We informed the cus***er of this via email on 8/6/ Our reasons for not initially refunding a full refund are outlined below The customer placed an order for cable rail assembly and fittings on 7/21/and we shipped the items in one package to the customer on 7/22/ The cus***er reported to us that he did not receive the [redacted] Fittings, which are essential to the railing assembly Feeney, the manufacturer of these fittings does not allow us, BuyRailings, to sell the [redacted] separately from the cable Feeney does not sell them to us individually either This is because customers sometimes buy cheaper cable from a different source and then use the quality [redacted] fitting to complete the project When the customer contacted us to say he did not receive the fittings, we checked our stock and verified that the count reflected we had sent them Also, we have a quality control system in place that enforced a review of items picked before they are shipped Despite us verifying that our inventory reflected that we shipped the [redacted] s with the cable, we contacted Feeney and asked if we could ship just the [redacted] s alone to the cus***er We were told this was not authorized So, we found a retail store near the cus***er that is an authorized dealer and suggested he contact them The customer suggested that our packaging was inferior to the retail store he visited Since we are a warehousing distributor and not a retail store, we do not package for retail It is no way means that our products are inferior It is always our policy to give the customers the best service we can, including giving them the benefit of the doubt In this case, even though our records did show we shipped the product, we do not believe the customer is trying to financially gain by using an inferior cable with the [redacted] , as other customers have done in the past Therefore, we will waive the restocking fee and issue a full refund once we receive the returned items 8/8/Update by BuyRailings: We received the returned items from the customer today (missing the [redacted] pieces) and have issued the full refund We also witnessed that the box had been opened in more than one place and resealed with clear tape, which is not our tape The box appeared to have been broken during shipment and resealed by *** We contacted the customer today and confirmed with him that in fact the box had been resealed before he received it We therefore conclude that [redacted] broke the box during shipment, the [redacted] s fell out, and [redacted] resealed and delivered the box The customer was in agreement We wish the customer had informed us of the box being broken and resealed from the beginning This explains why our system and our warehouse manager both indicate we sent the [redacted] s but they were not received We have taken steps to insure that fittings are secured within the package and cannot fall out if the shipper damages the box

We are an architecture firm located in Connecticut, we were originally speccing a product offered by Buyrailings, more specifically [redacted] , until we requested a few small samples to review with the owner [redacted] /Buyrailings refused to send the samples and cover the cost of shippingWe removed their specs from three of our projects, including an eight million dollar home with over twenty two closetsI would not recommend this service to other architects, especially those who desire samples at no hassle

Complaint: [redacted] I am rejecting this response because: BuyRailings examined the items I returned to them in the original boxThey decided that the missing pieces could have fallen out and that *** may have taped the box closed so it appeared sealed when it arrived at my houseThey did refund all of my money when I threatened to dispute the charges through ***, but never apologizedMy experience is that their behavior is far from the statement on their web site that "We work extremely hard to ensure that we meet and exceed our clients’ expectations in every possible way!" So that BuyRailings can learn how to treat future customers, let me provide an example of what an apology might look like: We apologize for not properly sealing your box closed to prevent portions of the order from falling out during shipment We apologize that we accused you of losing the parts rather than working to correct the order We apologize that we refused to ship you a few $ worth of parts needed to correct the order, rendering the entire $cable rail system useless We apologize that we treated you in an unsatisfactory manner even after realizing that you were a repeat customer who had spent about $with us over the past year and that the parts required to correct the order were probably less than $ We apologize for not honoring the [redacted] warranty We apologize for telling you to go shopping for the missing pieces at your local hardware store We apologize for only offering an percent refund even though the order was defective and all component received were returned We apologize that our behaviors did not live up to the promises on our web site: "At BuyRailings.com, our focus is to develop long-term relationships with our customers and clientsWe work hard to serve you with integrity and high quality support." We apologize that you received unsatisfactory treatment from two warehouse employees, their manager, and also the 'complaint consultant' because this implies a poor corporate culture rather than a bad experience with just one employee We apologize for issuing a response sounding more like a lawyerly rebuttal rather than admitting that we screwed up I would love to believe that BuyRailings.com has learned that they were at fault in many ways and that they were taking some steps to ensure that other customers would not be treated this wayHowever nothing in their handling of this order or the subsequent problems leads me to believe that anything will changeThey screwed up my orderThey screwed up fixing my orderThey screwed up handling of this complaint I am now done with this complaint and done with this company **

Customer placed an order online on Wed, Aug 27, at 8:PM EST # #ffffff;">and selected Ground Shipping service.We shipped the order via *** tracking# [redacted] on09/02/4:P.Mand *** delivered to the customer on Tuesday09/09/at 6:P.MThe customer called our office multiple times asking when the packagewill be deliveredPer *** website, delivery was schedule on Sept 9th.The customer was aware of 9/9/delivery and there were no issuescommunicated to us at that time.The customer called on 9/11/asking for a full refund because thepackage arrived on 9/10/2014.Customer is claiming she received her order on September 10th but thetracking # [redacted] on *** website clearly shows the packagewas delivered on-time on Sept 9th at 6PMCustomer stated she wants toreturn the order because she purchased similar items from her localhardware store.We issued a Return Authorization Number to the customer and emailedher the return instructions Customer is refusing to pay the 20%restocking feePer our company policy and our website terms andconditions the 20% restocking fee will not be waivedWe will issue acredit to the customer once we receive the returned items into ourwarehouseThe credit amount is $

We provided the customer with a 100% refund. We stand by the reasons for our actions which we outlined in our original response to this complaint. Our pride in providing excellent customer service is evidenced by the countless satisfied customers we do business with on a daily basis

Customer placed an order online on Wed, Aug 27, at 8:PM EST
and selected Ground Shipping service
We shipped the order via *** tracking# *** on
09/02/4:P.Mand *** delivered to the customer on Tuesday
09/09/at 6:P.M
The customer called
our office multiple times asking when the package
will be deliveredPer *** website, delivery was schedule on Sept 9th
The customer was aware of 9/9/delivery and there were no issues
communicated to us at that time
The customer called on 9/11/asking for a full refund because the
package arrived on 9/10/
Customer is claiming she received her order on September 10th but the
tracking # *** on *** website clearly shows the package
was delivered on-time on Sept 9th at 6PMCustomer stated she wants to
return the order because she purchased similar items from her local
hardware store
We issued a Return Authorization Number to the customer and emailed
her the return instructions. Customer is refusing to pay the 20%
restocking feePer our company policy and our website terms and
conditions the 20% restocking fee will not be waivedWe will issue a
credit to the customer once we receive the returned items into our
warehouseThe credit amount is $

Customer placed an order online on Wed, Aug 27, at 8:PM EST
" background-">and selected Ground Shipping service.We shipped the order via [redacted] tracking# [redacted] on09/02/4:P.Mand [redacted] delivered to the customer on Tuesday09/09/at 6:P.MThe customer called our office multiple times asking when the packagewill be deliveredPer [redacted] website, delivery was schedule on Sept 9th.The customer was aware of 9/9/delivery and there were no issuescommunicated to us at that time.The customer called on 9/11/asking for a full refund because thepackage arrived on 9/10/2014.Customer is claiming she received her order on September 10th but thetracking # [redacted] on [redacted] website clearly shows the packagewas delivered on-time on Sept 9th at 6PMCustomer stated she wants toreturn the order because she purchased similar items from her localhardware store.We issued a Return Authorization Number to the customer and emailedher the return instructions. Customer is refusing to pay the 20%restocking feePer our company policy and our website terms andconditions the 20% restocking fee will not be waivedWe will issue acredit to the customer once we receive the returned items into ourwarehouseThe credit amount is $

We are an architecture firm located in Connecticut, we were originally speccing a product offered by Buyrailings, more specifically [redacted], until we requested a few small samples to review with the owner. [redacted]/Buyrailings refused to send the samples and cover the cost of shipping. We removed their specs from three of our projects, including an eight million dollar home with over twenty two closets. I would not recommend this service to other architects, especially those who desire samples at no hassle.

Reply to Complaint # [redacted]
 
We will...

issue a full refund to the customer.  We informed the cus[redacted]er of this via email on 8/6/2014.  Our reasons for not initially refunding a full refund are outlined below.
 
The customer placed an order for cable rail assembly and fittings on 7/21/14 and we shipped the items in one package to the customer on 7/22/14.  The cus[redacted]er reported to us that he did not receive the [redacted] Fittings, which are essential to the railing assembly.  Feeney, the manufacturer of these fittings does not allow us, BuyRailings, to sell the [redacted] separately from the cable.  Feeney does not sell them to us individually either.  This is because customers sometimes buy cheaper cable from a different source and then use the quality [redacted] fitting to complete the project.  When the customer contacted us to say he did not receive the fittings, we checked our stock and verified that the count reflected we had sent them.  Also, we have a quality control system in place that enforced a review of items picked before they are shipped.
 
Despite us verifying that our inventory reflected that we shipped the [redacted]s with the cable, we contacted Feeney and asked if we could ship just the [redacted]s alone to the cus[redacted]er.  We were told this was not authorized.  So, we found a retail store near the cus[redacted]er that is an authorized dealer and suggested he contact them.
 
The customer suggested that our packaging was inferior to the retail store he visited.  Since we are a warehousing distributor and not a retail store, we do not package for retail.  It is no way means that our products are inferior.
It is always our policy to give the customers the best service we can, including giving them the benefit of the doubt.  In this case, even though our records did show we shipped the product, we do not believe the customer is trying to financially gain by using an inferior cable with the [redacted], as other customers have done in the past.  Therefore, we will waive the restocking fee and issue a full refund once we receive the returned items.
 
8/8/14 Update by BuyRailings:  We received the returned items from the customer today (missing the 15 [redacted] pieces) and have issued the full refund.  We also witnessed that the box had been opened in more than one place and resealed with clear tape, which is not our tape.  The box appeared to have been broken during shipment and resealed by [redacted].  We contacted the customer today and confirmed with him that in fact the box had been resealed before he received it.  We therefore conclude that [redacted] broke the box during shipment, the [redacted]s fell out, and [redacted] resealed and delivered the box.  The customer was in agreement.  We wish the customer had informed us of the box being broken and resealed from the beginning.
 
 
This explains why our system and our warehouse manager both indicate we sent the [redacted]s but they were not received.  We have taken steps to insure that fittings are secured within the package and cannot fall out if the shipper damages the box.

Complaint: [redacted]
I am rejecting this response because:
BuyRailings examined the items I returned to them in the original box. They decided that the missing pieces could have fallen out and that [redacted] may have taped the box closed so it appeared sealed when it arrived at my house. They did refund all of my money when I threatened to dispute the charges through [redacted], but never apologized. My experience is that their behavior is far from the statement on their web site that "We work extremely hard to ensure that we meet and exceed our clients’ expectations in every possible way!"
So that BuyRailings can learn how to treat future customers, let me provide an example of what an apology might look like:
We apologize for not properly sealing your box closed to prevent portions of the order from falling out during shipment.
We apologize that we accused you of losing the parts rather than working to correct the order.
We apologize that we refused to ship you a few $ worth of parts needed to correct the order, rendering the entire $732 cable rail system useless.
We apologize that we treated you in an unsatisfactory manner even after realizing that you were a repeat customer who had spent about $1500 with us over the past year and that the parts required to correct the order were probably less than $50.
We apologize for not honoring the [redacted] warranty.
We apologize for telling you to go shopping for the missing pieces at your local hardware store.
We apologize for only offering an 80 percent refund even though the order was defective and all component received were returned.
We apologize that our behaviors did not live up to the promises on our web site: "At BuyRailings.com, our focus is to develop long-term relationships with our customers and clients. We work hard to serve you with integrity and high quality support."
We apologize that you received unsatisfactory treatment from two warehouse employees, their manager, and also the 'complaint consultant' because this implies a poor corporate culture rather than a bad experience with just one employee.
We apologize for issuing a response sounding more like a lawyerly rebuttal rather than admitting that we screwed up.
I would love to believe that BuyRailings.com has learned that they were at fault in many ways and that they were taking some steps to ensure that other customers would not be treated this way. However nothing in their handling of this order or the subsequent problems leads me to believe that anything will change. They screwed up my order. They screwed up fixing my order. They screwed up handling of this complaint.
I am now done with this complaint and done with this company.
**

I ordered several complicated multi-length and dimension order and it came out perfectly. Also I had made a mistake - which they caught only by looking at my overall plans - which they weren't required to do. They went above and beyond plus their initial price already saved me money not to mention the value add they did in the end as part of their normal service.

Reply to Complaint # [redacted]
 
We will issue a full refund to the customer.  We informed the cus[redacted]er of this via email on 8/6/2014.  Our reasons for not initially refunding a full refund are outlined below.
 
The customer placed an order for cable rail...

assembly and fittings on 7/21/14 and we shipped the items in one package to the customer on 7/22/14.  The cus[redacted]er reported to us that he did not receive the [redacted] Fittings, which are essential to the railing assembly.  Feeney, the manufacturer of these fittings does not allow us, BuyRailings, to sell the [redacted] separately from the cable.  Feeney does not sell them to us individually either.  This is because customers sometimes buy cheaper cable from a different source and then use the quality [redacted] fitting to complete the project.  When the customer contacted us to say he did not receive the fittings, we checked our stock and verified that the count reflected we had sent them.  Also, we have a quality control system in place that enforced a review of items picked before they are shipped.
 
Despite us verifying that our inventory reflected that we shipped the [redacted]s with the cable, we contacted Feeney and asked if we could ship just the [redacted]s alone to the cus[redacted]er.  We were told this was not authorized.  So, we found a retail store near the cus[redacted]er that is an authorized dealer and suggested he contact them.
 
The customer suggested that our packaging was inferior to the retail store he visited.  Since we are a warehousing distributor and not a retail store, we do not package for retail.  It is no way means that our products are inferior.
It is always our policy to give the customers the best service we can, including giving them the benefit of the doubt.  In this case, even though our records did show we shipped the product, we do not believe the customer is trying to financially gain by using an inferior cable with the [redacted], as other customers have done in the past.  Therefore, we will waive the restocking fee and issue a full refund once we receive the returned items.
 
8/8/14 Update by BuyRailings:  We received the returned items from the customer today (missing the 15 [redacted] pieces) and have issued the full refund.  We also witnessed that the box had been opened in more than one place and resealed with clear tape, which is not our tape.  The box appeared to have been broken during shipment and resealed by [redacted].  We contacted the customer today and confirmed with him that in fact the box had been resealed before he received it.  We therefore conclude that [redacted] broke the box during shipment, the [redacted]s fell out, and [redacted] resealed and delivered the box.  The customer was in agreement.  We wish the customer had informed us of the box being broken and resealed from the beginning.
 
 
This explains why our system and our warehouse manager both indicate we sent the [redacted]s but they were not received.  We have taken steps to insure that fittings are secured within the package and cannot fall out if the shipper damages the box.

Buyrailing.com. 12/11/17
I recently purchased eight oval rods through this company only to find out that the That that wording of the described product makes it seem like you are receiving eight rods and yet you only receive 1. While other companies sell the same rod for $7 BuyRailings.com makes it seem like your receiveing 8 rods for $28, good deal right but that's the scam they send 1 and charge more for shipping then the purchase so if you consider returning it cost you more than purchasing. Spoke with a rep only to be told I'm looking to get something for nothing. THIS COMPANY PREYS ON INTERNET USERS TO LINE THERE OWN POCKET STAY AWAY! Total cost $52 with shipping for 1 oval rod

Review: I spoke with [redacted] who was no help at all. Spoke with her manager, who I couldn't understand what he said his name was. They are very unprofessional and the business is very shady. We order cables on 08/27/14, the due date on the order form said 08/28/14. We did not receive the package until 09/09/14. We had to purchase the items from another company to get the job done. Now Buyrailings.com is wanting to charge us a 20% restocking fee for something that we did not use or even take out of the box. It is robbery in my option. They did not carry out their end of the deal.Desired Settlement: I would like a refund of the full price we paid of 804.60 without the a 20% restocking fee

Business

Response:

Customer placed an order online on Wed, Aug 27, 2014 at 8:24 PM EST

and selected Ground Shipping service.

We shipped the order via [redacted] tracking# [redacted] on

09/02/2014 4:01 P.M. and [redacted] delivered to the customer on Tuesday

09/09/2014 at 6:01 P.M

The customer called our office multiple times asking when the package

will be delivered. Per [redacted] website, delivery was schedule on Sept 9th.

The customer was aware of 9/9/2014 delivery and there were no issues

communicated to us at that time.

The customer called on 9/11/2014 asking for a full refund because the

package arrived on 9/10/2014.

Customer is claiming she received her order on September 10th but the

tracking # [redacted] on [redacted] website clearly shows the package

was delivered on-time on Sept 9th at 6PM. Customer stated she wants to

return the order because she purchased similar items from her local

hardware store.

We issued a Return Authorization Number to the customer and emailed

her the return instructions. Customer is refusing to pay the 20%

restocking fee. Per our company policy and our website terms and

conditions the 20% restocking fee will not be waived. We will issue a

credit to the customer once we receive the returned items into our

warehouse. The credit amount is $643.68.

Review: I placed an order for an order for three polished chrome closet rods onlineThe order was fulfilled a short time laterThe package was left at a side door to my building, which is actually not my addressWhen I became aware that a box was sitting there, I immediately took it in and inspected itUnfortunately, it appears the package was badly damaged in transitThe box was broken on its end, and two of the rods presumably went missingThe third rod remained, but the polished chrome finish was damagedI contacted Lido Designs, and informed them about the problemI was asked to take photos of the damage, and I forwarded them to the companyThe lady I spoke with appeared to be confused and unsure how to proceedI asked for a refund or replacement at that timeA number of weeks went by, and no communication was received from LidoI re-contacted the company, and again informed them about the damageI was promised a refund when the matter was investigatedA few weeks later I left to attend school for a semester abroadWhen I returned, I noted the order had not yet been refundedI contacted Lido, and was berated for waiting so long to file a complaintI noted the fact that I had earlier contacted Lido, but they told me they had no record of any correspondenceAgain I worked with Lido and requested a refundA number of months went by, and again no refund was madeI again contacted Lido, and again went through the report processThis has gone on a number of times, and most recently I spoke with Supervisor [redacted]He indicated to me today that the company will not honor any refund, despite the fact that I never received 2/of my goods, or 100% of the goods in perfect condition[redacted] hung up the phone on me today, has failed to forward me to the company owner, and at this point appears to refuse to help me.Desired Settlement: I would like a full refund of the purchase price of $I will not stop until I am fully compensated for my purchase price, and I will take this matter to any level needed in order to see this refund through to completionI feel this company has pushed me aside, given me terrible customer service, and has failed to uphold its end of the shipping and purchase contractI am disgusted by my experiences with this company, and will share these views with anyone who is interested
Business
Response:
Mr[redacted] placed his order (SO#[redacted]) on 1/9/He ordered 8FT polished chrome closet rodsThe products were shipped by us on 1/10/via the shipping method selected by the customer, which was USPS Priority MailThe shipping label reflected the shipping address Mr[redacted] provided to usMr[redacted] should have received the package by 1/15/at the latest (order tracking confirmation is no longer available as so much time has passed since delivery)
Mr[redacted] contacted customer service by phone in approximately August or September and demanded a refund claiming that the product was damaged during shipping in JanuaryOur customer service representative asked the customer to send us pictures of the damaged goods, and advised the customer that a supervisor would need to call him back as the time elapsed was beyond our 60-day return policy stated on our websiteThe customer had agreed to these terms by manually checking an acceptance box on our website when he placed his orderThe supervisor called him back the same day and left him a voice mail message requesting a return call
The customer did not call back until 12/4/(approximately months later)The customer stated that he had previously called us several times and submitted pictures of the damaged goods via emailWe again confirmed we have no record of phone calls or emails other than the call in August/September and the initial notification of his web order on 1/9/The customer stated that he would initiate a lawsuit against our business and that the law entitled him to a refund within yearsWe disagree with this statement
If the customer had contacted us immediately upon receiving the damaged goods, we would have gladly provided him with replacement products or refunded his moneySometimes products are damaged in shipping by the carrier, and we work with our customers in these situationsHowever, Mr[redacted] took approximately months to contact us, and then approximately months to return our phone call and never submitted pictures of the damaged products
Due to this series of events, we are not providing a refund or a replacement

Review: I placed a $705 order with BuyRailings including 15 cable rail assemblies on 21 July 2014. On 29 July I received the order in one small box and opened the package on the evening of 30 July for installation. I could not locate the [redacted] SS fittings, a small but important component of each cable rail assembly. I searched the small box, the two pieces of crumped up paper used as packaging material, and the entire area in which the package was opened because I really wanted to complete my project. The box only contained a bundle of the wire portion of the cable assemblies and two small [redacted] bags filled with the remainder of the installation components.On the morning of July 31 I contacted BuyRailings and discussed the missing components with employee [redacted] said that they have never had a case where all the [redacted] fittings were missing. He could believe 1 was missing, but not all of them. [redacted] checked shipping and inventory and told me that I must have received the fittings and I must have lost them. I did not believe this was the case, but was willing to check again. I drove home and examined the entire area and could not locate a 3x5 [redacted] bag with the missing fittings. [redacted] and I spoke again by phone and I asked if new fittings could be sent. He replied that their company does not sell them individually, only as part of cable assemblies. He had checked with feeney, the manufacturer of the components, and told me that one of my local stores, [redacted], also sells their products and perhaps they could help me. He also told me that if I returned the order I would be subject to a 20% restocking fee of approximately $140. Needing to complete my project, I drove to [redacted] and purchased everything I needed from stock. They did not sell individual [redacted] fittings either, so I had to purchase complete cable assemblies to complete my project. I was able to inspect all the components prior to purchase to make sure the order was complete. They have a generous return policy with no restocking fee. The price was lower. Items were instantly available from stock with no shipping fee. Additionally, the feeney assemblies I received from [redacted] were different than the feeney assemblies from BuyRailings. The BuyRailings assemblies were bare coils of wires with frayed ends in a box with two [redacted] bags of parts they appeared to have pulled from bulk stock. In contrast, the assemblies from [redacted] came in a labeled sealed bag containing the cable and another internal sealed bag with the 4 necessary installation components: two washers, a [redacted] fitting, and a nut. The generous use of heat sealed bags makes it impossible for the fittings to become lost from the cable assemblies. When installing the assemblies I also discovered that the cut end of each cable was somehow welded or melted together, making it much easier to insert through wood posts than the frayed ends provided by BuyRailings. At this point I had an unneeded set of cable rail assemblies from BuyRailings that had arrived missing some small yet crucial pieces for installation. I phoned BuyRailings again to ask for assistance with an RMA number and discussed with employee [redacted]. I explained that I was a repeat cus[redacted]er who had spent $1500 in the past year, that I was missing a few components worth maybe $50, and that I was astounded that BuyRailings wasnt working to resolve the problem. [redacted] was sympathetic and tried to resolve the problem. She called me back and explained that she had arranged with shipping to send me 15 [redacted]s from their bulk stock, but needed to check with her manager first. I think his name may have been [redacted]. This was an acceptable solution to me because I had not opened any of the [redacted] components and could easily have returned them. [redacted] called me back and explained that her manager would not send me the [redacted]s missing from my order. She provided me with an RMA number to return my defective order and said that it would be subject to a 20% restocking fee. Today, August 1, I returned the entire order to BuyRailings. The package contained all of the cable rail assemblies and additional hardware items in new condition. Obviously the [redacted]s I never received from BuyRailings were not included. The components were shipped back in the original box with all of the original packing using [redacted], the original shipping method. I am vehemently opposed to paying a $140 restocking fee to return a defective order to a company that refused to correct problems with the order. I also believe that any company that provides such poor cus[redacted]er service to a repeat cus[redacted]er should not be accredited by the Revdex.com. BuyRailings could easily have fixed the problems with my order or allowed return of the products in new condition without a restocking fee.Desired Settlement: A complete refund and letter of apology would be barely acceptable.I intend to cancel the entire payment of $732.21 ($705.35+$26.86 shipping) using the [redacted] dispute resolution if a reasonable resolution cannot be agreed upon. The $564.28 dictated on the RMA is unacceptable for return of a product that was not complete or useful when received.

Business

Response:

Reply to Complaint # [redacted]

We will issue a full refund to the customer. We informed the cus[redacted]er of this via email on 8/6/2014. Our reasons for not initially refunding a full refund are outlined below.

We are an architecture firm located in Connecticut, we were originally speccing a product offered by Buyrailings, more specifically [redacted], until we requested a few small samples to review with the owner. [redacted]/Buyrailings refused to send the samples and cover the cost of shipping. We removed their specs from three of our projects, including an eight million dollar home with over twenty two closets. I would not recommend this service to other architects, especially those who desire samples at no hassle.