Critterfence

Complaint: [redacted] I am rejecting this response because: As you can tell by the tone of the business's email, things are not the way that they portray them Yes, I realized I needed some additional items after I submitted my order on Saturday and was hoping to add them and get them on the same shipment No I would not have expected a call on Sunday in reply I did not even expect them to be open on Sunday After reading further on their website, it appeared that additional items were available for no extra charge with what I had ordered, if I chose to receive them In my phone conversation with them I was given the same impression, so I went ahead and asked them to send me the additional items When I saw the charge I canceled the order before they were shipped, so it was not a significant impact on the merchant at all When I received my order, I did not receive the staples that I had ordered They did credit me the what they had charged me for them and I had to find someplace locally that sold them The merchant seems to want to blame me that I did not receive them It is not my fault that the items I ordered were not with my order And no they were not in the packing materials at all I looked through everything many times before reporting it After I started the installation I realized that I needed an additional product that they offered on their website It was pictured very clearly in the picture and also described as to what it was It would have served my needs well I ordered what I needed When I received them the product was completely different than what was pictured and described It would not work for what I needed it for at all I contacted the merchant and asked them to take it back and also to refund my total price plus return shipping since they had shipped me something completely different than what was shown They said they would Their explanation was that they had changed the product but had not updated the picture or description I shipped it back and they credited me for only the price I had originally paid I told them that they had told me they would refund the return shipping too and copied back to them what they had said in the email They did not like it, but they did credit the money back to me But, sad to say, they tried to make it be my fault that they shipped me a completely different item than what was pictured But the real issue here is the roll of fencing This fencing project that I purchased these materials for is a large project for me The roll of fencing is feet x 1/feet I had to do all the work by myself I did it in stages I first noticed the problem with the fencing fabric when I started, but did not think it was severe enough to complain about That was because the roll of fabric was not too bad at the start of the roll It got worse as I used up more and more of it The pictures I supplied the merchant were from many different sections of the roll As it got towards the last 1/of the roll, I could not even find a foot section that did not have major crimping and wrinkling on it to do the gate with They say they replied to my email concerning this problem, but I never received it I have received all of the other email from them I also check my spam folder regularly to make sure something does not end up there If they would have told me that the sun helps it go away that would have been helpful We happen to have had our first real warm weather here this last week I inspected the fencing fabric and it did improve where it was only slightly wrinkled Where it was severely crimped and wrinkled it is still bad I have used only about - % of the roll so I have not even gotten to the start of the roll where they say it is often bad I am not trying to take advantage of anyone I really do not have the time to even deal with this issue nor should I have to I am very conscious of being fair and responsible in everything I do Because of that I seldom have issues with merchants or vendors both in my personal life and in the company that I manage I paid a lot of money for a quality product but did not receive a quality product I would just like to be compensated for receiving a defective product Because of the improvement that the hot weather brought, that I was not made aware of before, I would settle for a 25% refund on this product Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:
The seller is just saying the same things again If the kinks and wrinkles were not a defect they would not still be there We have had unusually warm weather for our area to degrees on many days for many weeks now and the kinks and wrinkles are still there Where they have improved, the fence is now floppy because it has relaxed too much in the warm weather, yet the kinks are still there It is obviously a defect in the manufacturing
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The seller is just saying the same things again If the kinks and wrinkles were not a defect they would not still be there We have had unusually warm weather for our area to degrees on many days for many weeks now and the kinks and wrinkles are still there Where they have improved, the fence is now floppy because it has relaxed too much in the warm weather, yet the kinks are still there It is obviously a defect in the manufacturing
Sincerely,
*** ***

Hi, unfortunately we have heard stories about customers like this but it has never happened to us beforeThis customer continues trying to take advantage over and over againHere's the history:
Customer ordered items Saturday 3/21/
Customer called 3/and changed order by email, complained
Sunday 3/that no one had called him backWe changed his order Monday 3/Monday 3/customer emailed again 9:27pm asking us to change the order again, which we already shippedWe did change it for him, he wanted extra items that he didn't order originallyWe packed and shipped them separately and charged his card for them Wednesday 3/2:24pmHe then emailed us back Wednesday cancelling the extra items he ordered because he wanted us to ship them to him for free and we said we wouldn'tWe voided out his chargeWednesday 4/customer emailed saying we didn't include a $set of staples, which we have checked off on the packing slipWe explained they are probably in the packing material and to check againHe said he didn't have them and wanted a refundWe refunded him for the staples on Saturday 4/Customer placed a new order for different fence accessories on Monday 4/We expedited them and shipped them to him quicklyFriday 4/the customer complained about the accessories and wanted to return themWe explained our return policy that states original shipping cost is not refundable and the return shipping is the customers responsibilityHe complainedAs a courtesy, and hopefully to put an end to the prolonged issues with this customer, we went against our policy and not only refunded him 100% but paid for the return shipping
Saturday 5/the customer emailed some photos (almost two months to the day from order) showing a wrinkle in one small part of the fencingWe emailed back the same day explaining it's a wrinkle from when the roll gets spooled, and the wrinkle will come out when the fencing softens up and the sun hits itThis is literally a inch section of a foot roll that we sent himWhen the fencing gets spooled, some sections get overlapped to get the roll startedIt's not a defect, or even a cosmetic issue just a section of the fence where the squares aren't uniformHe asked for 50% refund of his order
This customer is trying to take advantageIn all situations we go above and beyond for our customers, shipping everything quickly accurately and with the highest quality possibleIn this situation it's a matter of principle and allowing this customer to take advantage of us would not only be wrong but would reinforce his unjust behavior

Hi again *** sorry for the issueThis was a custom part you had asked us for that we don't sell on our website to other customersIt was $of parts that we made just for youIt didn't work out like you had anticipated, we are sorry for thatWe offered you a complete refund, just
send any or all of the order back to us - you didn't want to do thatNot sure what else we can do at this pointWe will not be selling any custom parts to other customers in the future because of issues specifically like thisI know you wanted to use our parts for a custom high trellis application in your back yardWe are a specialty fence company focused on fencing to keep animals in or out

Complaint: [redacted]
I am rejecting this response because:
As you can tell by the tone of the business's email, things are not the way that they portray them. 
Yes,  I realized I needed some additional items after I submitted  my order
on Saturday and was hoping to add them and get them on the same shipment.   No I
would not have expected a call on Sunday in reply.  I did not even expect them
to be open on Sunday. 
 
After reading further on their website, it appeared that additional items
were available for no extra charge with what I had ordered, if I chose to
receive them.  In my phone conversation with them I was given the same
impression, so I went ahead and asked them to send me the additional items. 
When I saw the charge I canceled the order before they were shipped,  so it was
not a significant impact on the merchant at all. 
 
When I received my order, I did not receive the staples that I had
ordered.  They did credit me the what they had charged me for them and I had to
find someplace locally that sold them.  The merchant seems to want to blame me
that I did not receive them.   It is not my fault that the items I ordered were
not with my order.  And no they were not in the packing materials at all.  I
looked through everything many times before reporting it.
 
After I started the installation I realized that I needed an additional
product that they offered on their website.  It was pictured very clearly in the
picture and also described as to what it was.  It would have served my needs
well.  I ordered what I needed.  When I received them the product was completely
different than what was pictured and described.  It would not work for what I
needed it for at all.   I contacted the merchant and asked them to take it back
and also to refund my total price plus return shipping since they had shipped me
something completely different than what was shown.  They said they would. 
Their explanation was that they had changed the product but had not updated the
picture or description.  I shipped it back and they credited me for only the
price I had originally paid.  I told them that they had told me they would
refund the return shipping too and copied back to them what they had said in the
email.   They did not like it, but they did credit the money back to me.  But,
sad to say, they tried to make it be my fault that they shipped me a completely
different item than what was pictured.  
 
But the real issue here is the roll of fencing.  This fencing project that
I purchased these materials for is a large project for me.  The roll of fencing
is 330 feet x 7 1/2 feet.   I had to do all the work by myself.  I did it in stages.  I first
noticed the problem with the fencing fabric when I started, but did not think it
was severe enough to complain about.  That was because the roll of fabric was
not too bad at the start of the roll.  It got worse as I used up more and more
of it.  The pictures I supplied the merchant were from many different sections
of the roll.   As it got towards the last 1/4 of the roll, I could not even find
a 6 foot section that did not have major crimping and wrinkling on it to do the
gate with. 
They say they replied to my email concerning this problem, but I never
received it.  I have received all of the other email from them.  I also check my
spam folder regularly to make sure something does not end up there.  If they
would have told me that the sun helps it go away that would have been helpful. 
We happen to have had our first real warm weather here this last week.  I
inspected the fencing fabric and it did improve where it was only slightly
wrinkled.  Where it was severely crimped and wrinkled it is still bad.  I have
used only about 90 - 95 % of the roll so I have not even gotten to the start of
the roll where they say it is often bad.
 
I am not trying to take advantage of anyone.  I really do not have the time
to even deal with this issue nor should I have to.  I am very conscious of being
fair and responsible in everything I do.  Because of that I seldom have issues
with merchants or vendors both in my personal life and in the company that I
manage.   I paid a lot of money for a quality product but did not receive a
quality product.  I would just like to be compensated for receiving a defective
product.  Because of the improvement that the hot weather brought, that I was
not made aware of before,  I would settle for a 25% refund on this product. 
 
Sincerely,
[redacted]

Hello,
A couple quick points again in response:
the ground sleeves are an extra charge when you order a gate, they are not included no charge. When you select "yes" when it asks if you want ground sleeves, the price goes up $10.95 per sleeve.
We did respond to your email about the fencing with the wrinkle in it Sunday 5/24, I can re-forward the sent email if you like. The email simply states that a wrinkle in the fence isn't a defect, just a wrinkle from when the roll is spooled. It doesn't effect the performance, longevity or breaking strength of the fence roll - it's simply a wrinkle. Also in the email it was explained that the wrinkle will come out when the sun hits the fencing. As the material warms up, it softens a little, and the fencing goes back to it's original shape. Under no circumstances will we be refunding you any dollar amount for perfectly good fencing. We have gone above and beyond in every aspect - anything else at this point would be you trying to take further advantage of us.

Complaint: [redacted]
I am rejecting this response because:
As you can tell by the tone of the business's email, things are not the way that they portray them. 
Yes,  I realized I needed some additional items after I submitted  my order
on Saturday and was hoping to add them and get them on the same shipment.   No I
would not have expected a call on Sunday in reply.  I did not even expect them
to be open on Sunday. 
 
After reading further on their website, it appeared that additional items
were available for no extra charge with what I had ordered, if I chose to
receive them.  In my phone conversation with them I was given the same
impression, so I went ahead and asked them to send me the additional items. 
When I saw the charge I canceled the order before they were shipped,  so it was
not a significant impact on the merchant at all. 
 
When I received my order, I did not receive the staples that I had
ordered.  They did credit me the what they had charged me for them and I had to
find someplace locally that sold them.  The merchant seems to want to blame me
that I did not receive them.   It is not my fault that the items I ordered were
not with my order.  And no they were not in the packing materials at all.  I
looked through everything many times before reporting it.
 
After I started the installation I realized that I needed an additional
product that they offered on their website.  It was pictured very clearly in the
picture and also described as to what it was.  It would have served my needs
well.  I ordered what I needed.  When I received them the product was completely
different than what was pictured and described.  It would not work for what I
needed it for at all.   I contacted the merchant and asked them to take it back
and also to refund my total price plus return shipping since they had shipped me
something completely different than what was shown.  They said they would. 
Their explanation was that they had changed the product but had not updated the
picture or description.  I shipped it back and they credited me for only the
price I had originally paid.  I told them that they had told me they would
refund the return shipping too and copied back to them what they had said in the
email.   They did not like it, but they did credit the money back to me.  But,
sad to say, they tried to make it be my fault that they shipped me a completely
different item than what was pictured.  
 
But the real issue here is the roll of fencing.  This fencing project that
I purchased these materials for is a large project for me.  The roll of fencing
is 330 feet x 7 1/2 feet.   I had to do all the work by myself.  I did it in stages.  I first
noticed the problem with the fencing fabric when I started, but did not think it
was severe enough to complain about.  That was because the roll of fabric was
not too bad at the start of the roll.  It got worse as I used up more and more
of it.  The pictures I supplied the merchant were from many different sections
of the roll.   As it got towards the last 1/4 of the roll, I could not even find
a 6 foot section that did not have major crimping and wrinkling on it to do the
gate with. 
They say they replied to my email concerning this problem, but I never
received it.  I have received all of the other email from them.  I also check my
spam folder regularly to make sure something does not end up there.  If they
would have told me that the sun helps it go away that would have been helpful. 
We happen to have had our first real warm weather here this last week.  I
inspected the fencing fabric and it did improve where it was only slightly
wrinkled.  Where it was severely crimped and wrinkled it is still bad.  I have
used only about 90 - 95 % of the roll so I have not even gotten to the start of
the roll where they say it is often bad.
 
I am not trying to take advantage of anyone.  I really do not have the time
to even deal with this issue nor should I have to.  I am very conscious of being
fair and responsible in everything I do.  Because of that I seldom have issues
with merchants or vendors both in my personal life and in the company that I
manage.   I paid a lot of money for a quality product but did not receive a
quality product.  I would just like to be compensated for receiving a defective
product.  Because of the improvement that the hot weather brought, that I was
not made aware of before,  I would settle for a 25% refund on this product. 
 
Sincerely,
[redacted]

Review: The product I received was defective, most likely due to a manufacturing problem. I ordered poly deer fencing in a grade next to the most expensive line they carry. When I received it, the material was deformed. It was a 330 foot roll and the beginning of the roll was not very bad. It progressively got worse as I used more of the roll. I was too far into the project when I realized how bad it really was to consider returning the product. The squares of the fabric were not uniform. Many were randomly deformed. The fencing was not made straight but was made at an angle so it would not install correctly. It appeared to be manufacturer's seconds, yet was sold as first quality fencing. I have written to them concerning the problem but they do not reply. I had other issues that they did correct, but they choose to ignore this issue.Desired Settlement: I requested to be refunded 50% of the purchase price of the fencing since it was a factory second.

Business

Response:

Hi, unfortunately we have heard stories about customers like this but it has never happened to us before. This customer continues trying to take advantage over and over again. Here's the history:

Customer ordered items Saturday 3/21/15.

Customer called 3/22 and changed order by email, complained Sunday 3/22 that no one had called him back. We changed his order Monday 3/23. Monday 3/23 customer emailed again 9:27pm asking us to change the order again, which we already shipped. We did change it for him, he wanted 4 extra items that he didn't order originally. We packed and shipped them separately and charged his card for them Wednesday 3/25 2:24pm. He then emailed us back Wednesday cancelling the extra items he ordered because he wanted us to ship them to him for free and we said we wouldn't. We voided out his charge. Wednesday 4/1 customer emailed saying we didn't include a $6.99 set of staples, which we have checked off on the packing slip. We explained they are probably in the packing material and to check again. He said he didn't have them and wanted a refund. We refunded him for the staples on Saturday 4/4. Customer placed a new order for different fence accessories on Monday 4/20. We expedited them and shipped them to him quickly. Friday 4/24 the customer complained about the accessories and wanted to return them. We explained our return policy that states original shipping cost is not refundable and the return shipping is the customers responsibility. He complained. As a courtesy, and hopefully to put an end to the prolonged issues with this customer, we went against our policy and not only refunded him 100% but paid for the return shipping.

Saturday 5/23 the customer emailed some photos (almost two months to the day from order) showing a wrinkle in one small part of the fencing. We emailed back the same day explaining it's a wrinkle from when the roll gets spooled, and the wrinkle will come out when the fencing softens up and the sun hits it. This is literally a 12 inch section of a 330 foot roll that we sent him. When the fencing gets spooled, some sections get overlapped to get the roll started. It's not a defect, or even a cosmetic issue just a section of the fence where the squares aren't uniform. He asked for 50% refund of his order.

This customer is trying to take advantage. In all situations we go above and beyond for our customers, shipping everything quickly accurately and with the highest quality possible. In this situation it's a matter of principle and allowing this customer to take advantage of us would not only be wrong but would reinforce his unjust behavior.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As you can tell by the tone of the business's email, things are not the way that they portray them.