Dukat

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I did respond to your e-mail of 3/21 with the following on 2/22:Greetings from Georgia! I am hearing impaired and do not do well with phone calls. You have my PO Box billing address in Leesburg, Florida and my shipping address in Clayton, Georgia. I don't know what "additional information" you could possibly need, since the information I supplied has been sufficient for many, many Web orders in the past, including orders using this [redacted] card that were shipped to this Clayton address.  Nevertheless, please let me know what "additional information" you require and I'll be happy to supply it. [redacted]A Florida company ----------On 3/28 I sent the following e-mail to your "sales" and "support" addresses:I ordered 4 gallons of paint from you one week ago today. (See order JPG.) My credit card company says that the charge has been "authorized by the merchant" but still "pending." (See [redacted] JPG.) Why? If you are out of stock on any of the colors, I expect an e-mail saying so, instead of just leaving me hanging. Put the charge through and ship the colors you DO have, with the rest on back order. I expect to receive a reply or a shipping/tracking notice before the close of business today. [redacted] [redacted] [redacted] [redacted] A Florida company----------On 3/30 I sent the following to your "sales" and "support" and "marketing" addresses:Good morning! No matter how clever your marketing campaign is, or how wonderful your deals are, you are not going to retain customers if your sales department fails to fill customers' orders and your customer service department fails to answer customers' e-mails. More than a week ago I ordered a little over $150 worth of paint. The charge is still "pending" at my bank, and the paint has not shipped. I have e-mailed both "sales@" and "support@" twice, without response. Marketing's job of selling more stuff to current customers is impossible when then your sales and customer service departments conspire to piss off those customers. Maybe you need to take a walk over to your sales and/or customer service departments and ask them what the hell is going on with my order. My latest e-mail to them is below:----------If you're not getting your e-mails, you need to look into the problem. On the other hand, simply ignoring our e-mails makes for extremely dissatisfied customers and Revdex.com complaints.I will  accept your response, even though it does not completely cover the extra money I had to spend due to your malpractice.[redacted] 
Regards,
[redacted]

Hello,  We are so sorry that this happened to you. We recently launched on Walmart and are still trying to get our bearings.  Unfortunately, the delivery process is not in our control. UPS delivers products and sometimes deems addresses "undelivered", which is what happened with your...

order. I am afraid if I reissue the order, the same thing will happen and I would not want to inconvenience you a second time. We have refunded your order in the meantime. If you would like to place your order again, please feel free to.  Thank you We The People

Hello, I would like to  reopen my claim ,,these people are just giving me the run around about  my refund. they keep telling me it'll be refunded...

and each day they  tell me the same thing ..I sent their merchandise back to them in  April and still I have no refund.I started a case with the #[redacted]  and I responded by telling you to cancel it because they agreedto refund me, but now its the same thing over and over ,telling me to wait24-48 hours, I cannot communicate with the original company so I have to gothrough [redacted], who is promising they are doing all they can.

Complaint: [redacted]
I am rejecting this response because: I WAS NEVER NOTIFIED THAT IT WAS SHIPPED!  I CHECKED *ALL* MAIL FOLDERS AND I WAS *NEVER* NOTIFIED OF IT BEING SHIPPED.  NEVER!  CALL IT WHATEVER YOU LIKE!  EITHER LEARN TO RUN A BUSINESS PROPERLY OR GET OUT!
Regards,
[redacted]

The issue has been resolved to my satisfaction.  Refunds posted to my card account on Saturday, May 23, 2015.  Thank you for your assistance. [redacted]

Review: I sent the below email detailing my complaint to Essential Hardware or Dukat LLC over 5 months ago and they still have not addressed my concerns.

"To whom it may concern,

I have placed multiple calls to your customer service department with the assurance that my request would be escalated to Level 2 support with a response in 24-48 hours. To date, I have received no reply regarding my referenced orders. I've provided your support staff additional time to reply due to the holidays, but this level is responsiveness is not good.

I have two primary issues that need to be addressed ASAP.

1) Qty (2) of the Sterilite Clear Storage Tote's that I've received to date have been badly damaged and cracked. Essentially the corner is missing. Please send me two replacement totes ASAP. Hyperlink to the tote on your website below.

2) I purchased Qty (8) of your Sterilite Clear Storage Tote Packages between Essential Hardware Order No. [redacted] and [redacted]. Each package that I purchased includes Qty (8) containers per your website and attached image with a shipping weight of 29lbs.

To date I have only received Qty (1) package of my storage totes. With an outstanding balance of Qty (7) packages or 56 storage containers. Please ship the shortage ASAP. I ordered these containers around the holiday's with hopes of organizing my basement and garage. To date, I've only received Qty (1) package with unfortunately Qty (2) of the containers damaged.

I appreciate your quick reply and resolution to the above.

In summary, please provide the tracking number for Qty (58) storage containers when available.

Kind Regards,

Nang Chau"

On Feb 4th. I received the following reply: Unfortunately, we do not enough totes on hand to send the merchandise out to you. Thanks- Nicole Essential Hardware

Unfortunately, to date I have still not received my totes. Please helpDesired Settlement: To date I have only received Qty (1) package of my storage totes. With an outstanding balance of Qty (7) packages or 56 storage containers. Qty (2) of the containers were damaged. In summary, please provide the tracking number for Qty (58) storage containers when available. Please ship the shortage ASAP.

Link to tote on Essential Hardwares website below.

Business

Response:

Good Afternoon- Customer had placed 2 orders with us - order [redacted] and [redacted]. Order [redacted] - our customer service team did respond to the customer regarding the items not received. They issued a RMA with a replacement order for the 2 totes that were damaged in shipping. A refund was issued for the totes as well as an email sent on 1/21/15 stating that there was a mix up in the description of the product and a refund was issued Order [redacted] - customer ordered 6 of the totes and was advised that 4 of the 6 were damaged in transit as well. The customer was again refunded for the 4 pieces that were damaged. When an product description is incorrect or out of stock, we refund the customer for that item. If an item is damaged, we offer a replacement be sent out or a refund, whichever the customer prefers. Thank you

Review: I shop on [redacted] frequently always with good results.

When I saw the tables listed and the price,I jumped on it without hesitation.

In the past when an item was out of stock the seller would always ship at a later date when the merchandise became available.

In this case you stated "the tables were out of stock",I find this suspect to say the least.

I am thinking that there was an error with your pricing.

If that's the case I would have more admirable that you shared the truth and try to work out a compromise,then to fabricate an untruth.

[redacted]Desired Settlement: Fulfill our original agreement,.sell me the tables at the price advertised on [redacted] and bought by me.

Business

Response:

Good Afternoon- I am writing in response to complaint [redacted]. At the time we were offering the table at a very discounted price due to a close out by the manufacturer. This item was out of inventory very quickly. Any orders that were taken after inventory was depleted was refunded accordingly. Because the item was a closeout we were not able to obtain additional quantities from the manufacturer to fulfill these additional orders. Again, all orders were refunded that we were unable to fill. If there is anything else I can assist with, please feel free to contact me.

Review: I placed an online order to Essential Hardware on 6/21/15 for a total cost of $58.28 (product, shipping & taxes included in total). On 6/23/15 received email confirmation that shipping had occurred. I paid $16.29 for standard (5-7 business day) shipping. On 7/9/15 I called customer service inquiring about the delivery of the product, because my UPS tracking number never worked. On 7/9/15 I received an email stating "inventory error, product is on hold & will be reissued tonight". On 7/13/15 I called to inquire about the delivery of the product again. That same day I received emails stating they apologize that "you've been short shipped" and a new order number was issued and the product has reshipped. I also received 2 emails stating the return order was approved. On 7/14/15 I called to inquire about the order status and asked for a refund on shipping. I was informed no full shipping refund could be offered, but a partial refund on shipping could be done. I then demanded that my entire order be refunded as this time. Customer service representative emailed a refund confirmation of $58.28. On that same day I received emails stating a return request was received and approved and another email for the total of $36.02 (price of product without shipping). On 7/17/15 product was delivered. I was forced to receive the product with no refund ever applied to my account. Customer service never offered any help to alleviate the problem besides sending emails confirming that I called & issuing a new order number. They never offered to refund the shipping even 3 weeks after the product wasn't received.Desired Settlement: I would like a full refund including the shipping cost & taxes for the product purchased. I would also like for this company to pay for a return label and shipping for this product to be returned.

Business

Response:

Good Afternoon - I am responding to complaint [redacted]. Our apologies, the product we had listed was a close out item, which had sold out quickly with no restocking by the manufacturer. All orders that were taken over what we had in inventory were all refunded accordingly including this order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My first call was with a product question. I was told that this would have to be escalated, and that the question would be expedited as I required the product by the following Saturday. I was then told on calling back the same day that there would be a 24 hour contact period. As I could not wait, I attempted to place the order online anyway, which failed. I then called in the order and after an hour waiting for a representative to answer the phone, and 45 minutes trying to place the order, I was told I would have to contact the escalation department. I tried to contact the escalation department and was again on hold for 45 minutes before giving up. I then managed to place the order online by allowing their website to track my activities. This morning, a day after placing the order and still not hearing back from any representative, I again attempted to contact customer service to verify that I would receive the product when required as I had paid extra for expedited shipping. After a half hour on hold I was told that the sales department had no information and referred me to the escalation department. When I asked about the 24 hour policy, I was informed that the policy referred to 24 business hours, and I could expect a response in 3 days. When I informed the representative and subsequently the manager that I was laying a complaint with the Revdex.com the representative ([redacted]) laughed out loud at me.Desired Settlement: At this stage after placing the order and the payment being taken, but no information regarding the order, product or anything else being available I need to verify that this is not a fraudulent company. Assuming not, I need to verify that the product will reach me in the time period that I have paid extra shipping for. Disciplinary action should also be taken against the customer service representative, as well as the manager, who do not seem concerned with the operations or reputation of the company. Also given my current experience I recommend you seriously address your policies and procedures regarding sales and customer service.

Business

Response:

I have spoken to both my customer service and escalation department, hold times was long on September 29, due to the fact that Mondays are usually a high call volume day and from returning customer calls from the weekend in addition we were especially backed up because we were closed on the previous Thursday and Friday 9/25 & 9/26, in observance of the Jewish holidays. We try very hard to answer our customers within a 24 hour business day time frame. I did look into the customer's order, it was placed on Monday, 9/29/14 and delivered on Friday, 10/3/14, via UPS tracking number [redacted]. Customer had paid for expedited shipping which is 3-5 business days, which his order was delivered within the time frame quoted. If there is anything else I can help you with please feel free to call me at ###-###-#### or email me at c[redacted]. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I placed an order for plumbing supplies from Essential Hardware on 12/5/14. The products were advertised on their website as "in stock" and with the expedited shipping, for which I paid $91, delivery was promised in 3-5 business days. Since that time, I have called customer service several times, each time being told that "they needed to check on the order and would call me back," though no call was ever received. I have sent 6 separate emails to their customer service, only one of which was answered by [redacted] with a promise to provide me a prompt answer that day, which also never happened. There customer service will not provide me answers about my order.Desired Settlement: I would like for my order to be delivered via expedited shipping with a refund of my expedited shipping charges.

Business

Response:

I am writing in response to the attached email you sent regarding order [redacted] with us. This order was resent to the customer via UPS tracking number [redacted] , [redacted], and [redacted] . All 3 packages were delivered on 1/22/15. We have also refunded the customer $91.05 for the expedited shipping paid. If there is anything else I can help you with please feel free to email me back or call me at [redacted]. Thank you- [redacted] Essential Hardware [redacted]@dukatusa.com

Review: Purchased the wrong items somehow online and need to return the items. Called [redacted] and my order number is [redacted] . Order was shipped from Bargain the People and this came from the packing slip with the box. Tracking # [redacted]

Waited 10 minutes on hold, [redacted] spoke with me and said she can find my order, said was going to transfer to escalations and hung up on me.

Review: Order #[redacted] made on 9/19/2014. As of 10/6/14, only $61.64 worth of merchandise (out of a $436.93 order) has been delivered. This, in spite of merchandise being listed as "in-stock" with expected delivery of 5-7 days. Have contacted company MULTIPLE times, by e-mail, through online customer service "tickets", and on the phone. First contact on September 29. After one week of this, with numerous promises that problem will be resolved, and numerous transfers to "escalations" (which is nothing more than voicemail), there has still been no resolution of the problem (*either by shipping the remaining order or a simple refund of the balance). I have screen shots of my order and vague e-mails from the company with vague promises of "progress", but still no products or refund.Desired Settlement: It has been 17 days now, since order was made. Items are not "in transit" or being shipped. I simply request a refund (credit) for the items not shipped/received, at this point. I don't feel it should take this long to issue a simple refund.

Review: I made a purchase on essentialhardware.com

Order #:[redacted]

Order Date: 2014-05-31

The order was for 5 items.

I received only 4 items.

On June 4 I wrote an e-mail addressing the issue to [redacted]

I never received an answer to the e-mail.

On June 6 I called them at [redacted] and explained the issue.

A man told me that the *replacement* item will be shipped and he gave me a confirmation number [redacted]

On June 23 I wrote them another e-mail.

I'm still waiting for any e-mail replies and/or the item I purchased

Very bad, rather NON-existent customer service.

Bad business practice.Desired Settlement: I would like to receive what I had ordered.

I have been doing business with this company for almost 2 years now and it has gone from excellent to one of the worst companies to order from. The website is constantly having errors (typically updates cart without any interference from purchaser). I order multiple pieces from them and without fail, I am always missing at least 10% of the order. I spend more time doing inventory on the orders and double checking my shopping cart than anything else. Shipping is never when guaranteed. Today would have been the last day to receive my items (7 BUSINESS days from ordering) and they haven't even left the facility yet. The call center is horrible. They are managing calls for multiple companies and have no idea how to assist you. The only answer they have is that someone will get back to you in 48 hours or less. The only reason the company can still be in business is due to their "far below market value" pricing. Trust me, with this, you are getting what you pay for in that it is far more trouble than it is worth.

HORRIBLE COMPANY, STAY AWAY

Pricing lures you in, but they are a SCAM

They offer ZERO customer service and bill you card mere minutes after the order is submitted, locking your order in. They will not change or modify, claiming the order is too far along (only moments after processing the order) and you will have to refuse or return your product if your not happy

Numerous negative reviews on social media, their FaceBook page is full of customer's that have had poor experiences. Trust those reviews, they are not worth the hassle

Review: On November 22, I ordered a toilet tank lid through [redacted] from Bargain the People. I did not hear anything beyond the initial confirmation email, so I called [redacted] for an update on my order. The [redacted] representative was unable to get any more information for me at that time, but said they would contact Bargain the People for an update. On December 4th, I received the following email from [redacted]:

"Dear [redacted],

Thank you for shopping at [redacted].com!

In regards to your order number [redacted], we have received the request for the order status. We have contacted the merchant for the order status. We have received the response on the order that the item is currently running out of stock. The full refund will be credited on the order within 3-5 business days. We request you to allow more time for the refund to be processed.

If you have any questions or concerns, please feel free to contact us. We apologize for any inconvenience caused. "

On December 11, I called [redacted] because the refund had not shown up yet. The associate let me know they would inform their supervisors of this issue and that I should be receiving the refund soon.

As of January 2nd, I still had not received a refund. I called [redacted] again and they transferred me to Bargain the People. The support representative I spoke to seemed to have absolutely no knowledge of the status of my order. I had to completely explain to her what had happened, which made it clear that she had no access to order information whatsoever. All she could tell me is that she would escalate this with their billing department. I requested to speak to her supervisor since I felt like this issue was not being handled appropriately. The supervisor I spoke to, [redacted], was no better than the first person I spoke to. She was rude to me and gave me attitude because I called about a billing issue after that department closed. She said she would call me on the following Monday with an update on my refund status but she never called.Desired Settlement: I would like a full refund to my credit card in the amount of $75.88.

Review: Company operates a web-based hardware retail outlet known as www.EssentialHardware.com. I ordered 5 products in order number [redacted] placed on 2/21/15. I received only 3 of the ordered products (along with one group of products I did not order). Over the last week I have spent literally over 2 hours on the phone (waiting in the customer service queues and talking to various customer service representatives including a customer service supervisor. So far no one has done the obvious and said "we are sorry, the remaining items in your order will ship today." They did confirm that the undelivered items are in stock. However after a week of many phone calls and several emails, still no response or corrective shipment. I was given a customer service "escalation" number but no one answered that either--it went to voice mail and I got no response. All I wanted was what I ordered and what they charged me for. As a result, the project needing these materials missed its deadline and I had to go buy the materials locally at a much higher price to finish it. This resulted in "damages" to me (incremental price I had to pay over that of what was not shipped to me) of $125.34. not including the hours of wasted time and effort to communicate with someone in customer service in an attempt to resolve the issue.

I have now disputed the value of the items not shipped to me with my credit card company and am writing this complaint because all dealing with this company should know of this customer service experience before they place an order--especially if it is for something needing a timely shipment. Something is definitely broken in the process of this company. Shipping mistakes happen. The key is how a company treats its customers afterwards that matters. This company definitely needs help in the customer service area.Desired Settlement: 1. Billing adjustment--I will only pay for what I received.

2. Damages to me included

a. the extra (above the cost of these items in your catalog) $125.34 I had to pay to obtain these items to finish the project

b. the two hours of wasted time and effort on the phone getting no where with this simple request of "please send me what I ordered that you say is in stock". Since I bill out at well over $100 per hour that is another couple hundred dollars of damages.

3. Your customer service process is broken. Fix it so your customers rave about their customer service experience instead of complain about it.

Review: I was looking on the internet for a new HDS-10 Gen2 Insight USA with 3G Radar and 83/200 Transom Mount Transducer and found on marinesreens.com one for $244.72 which is a great deal. It even said SAVE 90% on the web site. So I ordered it with my [redacted] account and they charged my account 244.72 plus 69.00 for shipping because I wanted the 2 day shipping. Than about 3 hours later I receive a e-mail that said they had a mistake on there web site and they were not going to honor the price. That they were refunding me the money and not sending out the product. I do not think this is right. I paid in full for a product and they charge my [redacted] account. I want that product not my money back. I think that the sale was competed and I own that product now and they have to send it out to me. thank you for your time with this matter.Desired Settlement: I would like the that I have bought I think they are with holding my personal property and I would like it sent to me

Review: I have contacted this company three times in attempt to return an unused item within the 30 day money back guarantee. They told me it would take 24-48 hours to receive a return shipping label and two weeks later I've yet to receive it. I've called multiple times in attempt to get it figured out they first had no record I asked for a refund then told me I was out of the warranty the second time I called and have now told me I should've had the label 2 days ago. I would like this remedied immediately.Desired Settlement: Ship me a label and refund my money

Review: I returned two batches of cupboard hinges I had ordered because both were the wrong size. They were shipped back in the same box with the product information for both of them enclosed. The return reached their facility before noon on May 8, 2015. I sent an email on Monday, May 11, and asked about their refund timing. I received a response, telling me 24-48 hours. As of this past Monday, May 18, I had not received a refund for the items, nor had I had any further correspondence from them. I proceeded to call Customer Service and spoke with Monique (?). She stated their records showed a refund issued when, in fact, there has been no refund issued. She sent a message to customer support, requesting they escalate the refund. I did receive an email on Tuesday, May 19, asking for more information and was told a refund had been approved for the one order. I sent them the tracking number of the package so they could approve the 2nd refund. There's STILL no refund to my debit card and I've not received any further correspondence, or a response, to my May 19th email. Very sloppy and incompetent customer service. I want my refund, in full, credited back to my bank account ASAP!Desired Settlement: I want the amount of both returns credited to my account ASAP! The tracking number for the return is USPS [redacted]

Consumer

Response: