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Northridge, Northridge, California, United States, 91324

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We purchased 170 bottles of sanitizer from drug tests in bulk. Upon arrival and unpacking of the sanitizer, 52 of the 170 bottles were damaged.
We paid $6.85 per bottle for the sanitizer. I called this company and spoke with someone 3 times and still not action taken. No replacement product shipped and no refund issued. I cannot get any resolution from them and we need either replacement product or refunded for the damaged product.

Desired Outcome

At this point, we would like a refund for $356.20 to reimburse us for the damaged product. We do not elect to do any further business with this company. Response • Apr 29, 2020

We do apologize for the issue you had with the hand sanitizers that you previously ordered from our company. We have discovered a few cases of damaged product within our stock and the product we shipped to you clearly came from that lot. Our main goal is to always strive for 100% Client Satisfaction and therefore, we will certainly provide a refund for the damaged bottles in the amount of $356.20.

Customer Response • May 05, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

on 3/28/2019Drug Test in Bulk failed to ship my client order out the same day where as my client should received his order the next day 03/29/2019.
On 3/28/2019 around 12:30 central time my client purchase 1 box of instant urine cups form Drug Test in Bulk for a job fair. My client Mr. T. *** request that Drug Test in Bulk use his FedEx account. Ms. *** whom my client was working with place the order and email *** T. *** the FedEx tracking number showing the delivery date of 03/29/2019 at 10:30. On 03/29/2019 my client *** T. *** order did not arrive at 10:30 as stated it would. Mr. contact Drug Test in Bulk concerning his shipment. Ms. *** and management continue to mislead my client as if the package was ship and that FedEx is the reason he has not received his shipment. Mr. T. *** contacted FedEx on 03/29/2019 concerning his shipment. FedEx customer service and management both stated that a shipping label was created at 5:21 pm on 03/28/2019, but the package is still with the sender Drug Test in Bulk. Ms. *** and her management staff continue to mislead Mr. by stating that the package was picked up. Mr. stated to Ms. and her management staff that he needed this order today, because he had a event that he had to do for one of his long term clients on Sunday 03/31/2019. Ms. *** and her management staff stated to Mr. that it's nothing they could do. My client *** had to reorder the same items again and pay for a overnight Saturday delivery, because his client *** had already sign a contract with the company they where doing business with. Mr. *** also had already paid for plane tickets, hotel, car rental for his staff that we're flying in on Sunday 03/31/2019.On 3/30/2019 the second order placed schedule for overnight Saturday delivery FedEx tracking number XXXXXXXXXXXX shows that it was picked up at 4:41 pm on 3/29/2019 from Drug Test in Bulk location. Schedule for a delivery date of 03/30/2019. Mr. first order that was place on 3/28/2019 FedEx tracking number XXXXXXXXXXXX shows that it was picked up at 4:43 pm on 03/29/2019 from Drug Test in Bulk location. Schedule for a delivery date of 04/01/2019. My client *** requested from Drug Test in Bulk to refund back to him the cost of the second order of cups and the FedEx overnight Saturday delivery fee. Drug Test in Bulk refuse to do so continuing to blame FedEx. Therefore my client has give them 30 days from the time of this complaint filed with your office to resolve this matter. If Drug Test in Bulk does not resolve this matter our office here in the State of California on behalf of *** whom is a client of our St. Louis Missouri office will file a lawsuit on his behalf.

Desired Outcome

Refund for the second order of instant cups and the FedEx overnight Saturday delivery fee Response • Apr 22, 2019

Client placed an order with our company at 2:01 PM PST on March 28, 2019. Client requested that we use his FedEx shipping number to send tests overnight to his location. This is not something that we normally do (ship on others account numbers) for the exact reason Mr. is frustrated. We tell all clients when they request our company to use their shipping account, that it is best to use ours. The package was prepared, label was printed and the order went through a 2-step QA Process which all orders go through. One team member packs the order and a supervisor reviews the contents of the order to ensure accuracy and also confirm shipping method and correct address. The order was picked up and was on it's way with the FedEx truck.

For some reason, the order did not ship overnight. We are not privy to the reasons why FedEx did not get it out in time but on the rare occasion this can happen. Packages do get lost, damaged, sent on the wrong plane etc... We have absolutely no control over this which is why we always recommend using our FedEx service so we have more control when things like this happen.

When Client did not receive his package as planned on Friday he called our office, angry and rude to staff. We absolutely understand that he was frustrated and rightfully so but that does not warrant being abusive over the phone to staff. He insisted that we ship another order to him that day and we told him that our policy is to work with our shipping carrier to try and find out what had happened. We are not able to JUST SEND ANOTHER ORDER IMMEDIATELY. Coming to a resolution with FedEx is not something that can always be done same day or even same week. Client was very clear that he had a need for his order the next day as he had clients coming to town so we therefore suggested that he place another order overnight for Saturday delivery. We did not FORCE him or MAKE him order another shipment for Saturday delivery. He chose to do this on his own. Once the order was packed someone from our team physically drove the package to the Fed Ex station to help ensure it's successful delivery. Mr. was called and given the tracking information by phone to give him a sense of relief.

We have since worked with our FedEx account manager who has stated that there is nothing she can do because the shipment was not sent on our number. Client is welcome to work with his FedEx account manager to try and resolve this on his end.

The Saturday delivery arrived on time. On Monday, the original package was delivered to Mr. as it apparently was sent from FedEx. We are not sure why this happened but once again, we have no "Account Control" when things like this happen if the product did not ship on our FedEx account number.

Mr. called again very frustrated and we told him we were still investigating what had happened. We have since refunded Mr. for the cost of product on one shipment as he returned it to us (Our company paid for the return through FedEx).

Mr *** was very AGGRESSIVE and was immediately THREATENING to take legal action against our company without giving us the chance to investigate what had happened. We are truly sorry that the client has experienced this issue with the shipping but once again, we always recommend to clients to use our shipping method.

WE ARE are an ethical company that wakes up every day and works hard to do the right thing. We take pride in our work and have long standing relationships with our clientele. We work hard to maintain these relationships and we do not mislead anyone. Everything that we have told the client is the truth. We have a 4.7 overall satisfaction rating with Shopper Approved based on 1,122 REAL customer ratings.

In the essence of professional courtesy, we are willing to offer Mr. a $75 refund for the shipping issues he experienced. If this is acceptable we will prepare the refund immediately.

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Address: Northridge, Northridge, California, United States, 91324


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