Discount Hydraulic Hose Reviews (%countItem)
Discount Hydraulic Hose Rating
Address: PO Box 9580, Philadelphia, Pennsylvania, United States, 19124
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I ordered a hydraulic hose from them on September 26, 2019. When they updated the status of the order later that day, they stated it was "on back order". The message is as follows:
"Your Item Is Backordered.
Your Order # *** Order Date: 09/26/2019 11:20:24 EDT
Unfortunately, one or more items in your order have been backordered. The backordered items and the date below [which was reported as 10/08/2019] shows when we expect to be able to ship the product to you.
Please reply to this email and let us know if you would like us to:
A)Ship the order when complete.
B)Accept a Partial Shipment (additional shipping charges will apply) and ship backorder seperately.
C)Cancel the backordered item(s) and ship the rest of the order."
I chose option A "ship when complete", and added that I didn't appreciate a backorder message instead of knowing immediately if they had the item in stock. This would be easily accomplished by a message on their online order page, which they did not report when I was ordering.
Their response:
"Per your request, we will ship your order when complete. We do apologize for the inconvenience, as our website does not contain a live inventory. You always welcome to call us during business hours to check stock before you order."
In the survey, I told them that online convenience is blown if I have to call them.
On September 29th, I received a voice message from Mgr. Brian Kane. He wanted to talk to "arrange something" -- he did not specify what. I was just going to wait for the part to come at this point, so I didn't respond.
Today, I get an email from Brian that since I didn't respond, they will cancel the order altogether. Sour grapes? How are these people in business?!?
Now, I am a week behind and have to order from another company. It is essential that hydraulic parts are sent ASAP because downtime hurts project completion, and if they can't meet realistic deadlines, they shouldn't be selling parts they don't have, especially when it delays a project.
Let this letter serve as a response to the complaint filed by *** regarding his order placed on our website know as Discounthydraulichose.com on 9/26/2019.
The customer order was placed on 9/26/2019 and printed at 4:51 pm by our server. Upon identifying that we did not have one part in stock, we sent an email to the customer stating it would be available on 10/8/2019. He then responded with the following response. “ . It sure would have been NICE to KNOW this at the time I ordered the damn thing. I will be ordering from someone else from now on”. At that point, we physically called him and left him a message asking him if he wanted to keep the hose assembly on order. He did not respond. On 10/2 we called and left a message that due to the fact that he did not respond to our phone call and due to the fact that he mentioned that he would be purchasing else where, we told him that we were unable to get his product in quick fashion and would cancel his order. I have attached the email string for your reference.
On 10/4, after receiving his complaint from your office, I personally left him a voice mail stating that I would work with him in any way to help facilitate his order, perhaps, there was a adapter that we could use since the part was not available. I asked him to contact me to discuss. He did not respond to my voicemail message.
It has been 2 weeks since that call and we have not heard from this customer. This customer admitted in his complaint that he was being unreasonable in his complaint, and we as a company did everything that we could do to help this customer with his needs.
Finally, it should be noted that the customer was not charged for his order.
Please use the information contained in my response to retract his complaint so it does not show as a blackmark against my company.
Thank you
Ira K, Pres
Discount Hydraulic Hose