Detail Supply Outlet

Review: Problem began when attempting to order a Mytee HP 100 portable upholstery extracting machine 09/05/2013. The item order form was completed online when time came to place the order with my Visa the transaction was processed informing me there was a mismatch the order was not completed. I re entered the information to confirm it was entered exactly as the banking statement showed again I received a pop up notifying me again the card information was a mismatch. At that point and time I was thought this was odd and checked my online banking it showed 2 transactions processed pending for the order in the amount of $1,339.90. After reviewing this information I contacted the Dealers Supply Outlet reaching ** in hopes to determine why I received the notification twice the order was not processed but the charges were appearing on my banking statement. After I informed him of the concerns above and asked why the pending's were showing when I was informed the order was not processed, I informed him I was needing to order the device but needed to have this issue resolved first of the 2 transactions. ** then became very loud citing he didn't have any money from us that it was a problem he was having with his website processing and security matches. He then asked me to allow him to let him process the transaction over the telephone and he would insure we got the item. I informed him I would not do this considering his behavior and at that time there would be 3 transactions showing for one device. He then informed me that it was showing declined on his side due to a mismatch, I then informed him I was showing the 2 transactions and would not approve another order until the current issue on the duplicate transactions were not showing charged to my card. He at that time once again became loud talking over me when I was attempting to inform I would be glad to order but needed to insure this was resolved first. He continued to be very loud my staff in the same room could hear him yelling his requests to process the transaction via telephone which I declined again. I informed him I would need to see the 2 transactions removed prior to any additional ordering, ** then informed me it was a pending only and it would drop off at midnight he guaranteed, he asked if I would call back in the morning after the charges were off he would order it over the phone at that time. I was satisfied with this hoping this would occur and the machine would be able to be ordered.

On 09/06/2013 I checked my online banking to confirm the charges processed were no longer present which unfortunately both are still showing pending. At that time I contacted Dealer Supply Outlet and asked to speak with **. I was informed that ** was not available my number was taken and he would call me back. I was called back by ** within 10 minutes and explained to him the transaction was still showing present. I spoke to my bank [redacted] which they requested for me to obtain the information from DSO showing the order was declined to resolve the issue with a charge dispute. Once again ** asked me to allow him to process the order via telephone and he would see I got the machine. I informed him no and then asked him to send me the information showing the transaction was declined though showing pending on my side in order to resolve. I informed him once this was taken care of I would be glad to order the machine. ** then launched into a loud tirade telling me that I wanted him to refund him money he didn't have. I again informed him that I was not requesting that I was only requesting the declination of my transaction as my banking was showing the transaction was pending. I informed him I was forwarding the information to my bank so the bank could administratively resolve the issue with the processing company. Again ** became very rude yelling and asking me why I would not allow him to process him the order, I then informed him due to his behavior I only wanted the charge issues resolved and would not be ordering any products due to his refusal to attempt to relosve my concerns. He then went into a tirade informing me he sold millions of Mytee products and did tons of business I was being unrealistic. I again then asked for him to send me the information I was requesting showing the declination. at that time he was absolutely furious stating that since he was not getting the sale he was not doing any leg work to assist me in anything. I asked why this was the case considering I was only reasonably attempting to resolve an issue the now has processed into a complete refusal of service because I did not appreciate his rude customer service. I was then at that time inform** by him he was not doing anything and hung up.

I call** back again completely frustrated spoke to the man at the counter requesting to speak to ** and wanted his last name. The man informed me he was new didn't know his last name but could put me on hold. I informed him after **'s behavior I would not accept being placed on hold and would continue to request to speak to him untill the matter was resolved. Once again I was transferred to ** which was in a tirade over how he was loosing a sale and wasn't doing anything to assist me before I could speak a work. I was then informed if I called them again that he would call the authorities on me for calling their business continuing to not resolve or answer my questions on the transaction. I once again requested assistance on the information pertaining to the charges. I was again asked to purchase the machine via telephone which I absolutely informed him I would do no business with him based on his behavior. He then asked me where he could send me the information to I provided the e mail he then cut me off went into another tirade stating that he wasn't doing anything for me because it was my problem and hung up. I then proceeded to call back again reaching ** after two calls he then in a loud tirade stated he would do what I wanted but would not e mail it would fax it. I informed him since we were doing construction in my office could he fax it in 30 minutes if could not e mail it. Once again he opened up into a tirade claining I was playing games with him, I clearly inform** him we had construction going on and we would have to get the connection made to accommodate his demand it would take us a few minutes. The he informed me he would not send it wia fax and would take a picture and e mail it to me I attempted to provide my e mail ** continued to yell over me and telling me I was being rude not allowing me to recite the e mail talking over me he then hung up. ** then went into a yelling event informing me that he had 3 transactions yesterday one from a [redacted] in North Carolina nd tow from mine in FL. He was requesting my card information claiming he had multiple transactions and thought they were the same person. This did not sound proper which I informed him I would not release the total card info only the last 4 digits and would confirm the address of the order. ** once again loudly yelling recited the individuals address information in North Carolina and card information which shocked me. I clearly informed him this was not my information my orders were the 2 transactions for $1,339.90. After that he hung up to this time we still have not been able to receive the information the issue is being handled via [redacted].Desired Settlement: Improvement of their customer service skills, resolve customer complaints (not resulting to yelling and demanding the customer to process another transaction while providing no resolve to the overcharge issue or pending charge), provide accurate and factual information via their website and via telephone on their card processing services, stop inappropriate card charging methods changed (discontinuing processing of funds on unprocessed orders), stop the disclosure of providing other individuals name information and card information individuals who are not the card holder, and provide me the card transaction information on the charges attempt** to be processed as required per law whether declination or approval status of the transaction.

Business

Response:

This complaint is False and very Misleading, the person who submitted this order online tried to make a purchase thru my website on the internet after business hours they willingly clicked on the submit order button they were not forced to submit this order after they tried to process the order it was DECLINED thru my Merchant Processing Company Authorize.net due to a mismatch on the street address or zip code the order was never completed and was not approved therefore DECLINED I was never funded nor did the order get approved this person called my place of business telling me that I had stolen money from her credit card and that I needed to refund it back so she could purchase the item thru another website I then told her that the order was DECLINED and I have not been funded and will not get funded on orders that did not process so she then proceeded to tell me that it was my responsibility to help thru this mess but yet she was going to order it from another website, excuse me but she created this mess herself and when trying to explain the issue to her about the order being declined she got very huffy and told my employee she was going to harass my business with phone calls all day long because she had nothing better to do I then told her if she continued to harass me or my employees I would call the proper authorities on her to stop her unprofessional attitude this only excited her and she began to continue to call and try an verbally harass me and my workers this lady obviously has communacation problems and personal issues with herself I have not taken any money from her credit card and do not get funded on DECLINED orders !!!!

Very Respectually,

[redacted] (owner)

Consumer

Response:

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.

Upon review of Detail Supply Outlets response provided by ** unfortunately the response does not accurately depict the events that transpired pertaining to the complaint. I have attached the snapshots of my online banking clearly showing 2 transactions showing pending attempting to be processed per DSO for $1,339.90 each X 2. I understand ** unfortunately refuses to understand what we are seeing and being charged for 2 transactions. It is obvious there has been an error occurring causing the funds to show drafting from my bank account. Our attempts have only been requesting to have this transaction cancelled by him the card processing administrator. Unfortunately after the behaviors experienced described in the original complaint being factual and with substantiating merit we have been unable to see the matter resolved. The main concerns as expressed in DSO response cite anger over us purchasing from another vendor only after rude behavior, failed customer service, and refusal to review the matter from our point with the substantiating evidence. My calls only resulted in ** requesting us to process a 3rd transaction via phone so he could send the machine, which naturally any individual would refuse after the behavior exhibited and potential fraud risk. I have attached the e mail received after the complaint was filed which ** would only provide one of the declination transaction reports, the bank statement clearly shows 2 transactions. The issue could have been easily resolved as I also am a business owner and fully understand card processing systems. I was fully open to purchasing the machine once the charge issues were resolved, the transaction could be deleted by the administrator DSO but my concerns would not be listened resulting to the current status. Customer service does require effort to identify a problem, maturely accept it, and work with the customer to resolve it, this case the issue was refused to be heard and the DSO representative ** failed to react professionally resulting in his actions costing him in sales due to inability to understand his card processing systems and the fact clearly printed on paper to substantiate the complaint. As previously the resolution request remain the same, the DSO representative is clear they have no interest in resolving the matter though the supporting evidence is in print. I have forwarded all the information to [redacted] Bank to process the charge back with the complaint, response, statement, and email from ** substantiating the claims. I also have discussed the matter with the California Department of Business Oversight.

Regards,