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Review: In March, after talking with [redacted] on the phone. I place an order for their rope clamps. Thee were some warranty issues and according to Ms [redacted], she sent out replacements on June 18. It appears that USP{S lost that package and Ms [redacted] has refused to replace the lost items and refuses to answer my emails since AugustAs I am overseas, and 10 hours ahead of her, calling her is really not an option.I just want the my warranty replacement products.Desired Settlement: Please reship what was to be replaced in the June 18th shipment.

Business

Response:

To Whom it may concern,

I have been in comunication with [redacted] regarding broken clamps since March 2013. Pictures of the clamps were sent broken. It appears that the rope that is being used may be to much for the project that they are using them for. I commented on that maybe our clamps are not suited for his application as it seems that to much stress is being put on the clamp or that the rope is larger that it claims to be or that it is older rope which makes it larger over time. They did not care only replacements are wanted. Knowing that this order was oversees we decided to send replacements right away in June 2013 exactly June 18th 2013. We paid shipping charges and honored replacement and we are not obligated to pay shipping charges we just choice to do that. We also did not ask for them to send back the broken ones as we require under warranty usually. We had to send it to a location as they requested as he is not to be noticfied and we are unable to be contacted except by e-mail which he gets back when he is avaialble and that has been awhile. The order was shipped to

[redacted] by USPS tracking # [redacted] we paid $11.30 for the shipment and than replacement parts. No phone number to contact them.. I was told they did not recieve the package.. but since its a hidden place for deliveries for people overseas I am unable to get much inormation. However I located the package in a sorting facility for the military in Illinois. They will not give me anymore information on this as its a secret location for being overseas. Now he wants me to send it to the same location again at our cost and I am not guaranteed it will arrive again.

There is no warranty problem its a shipping location problem to guarantee the item reaches its location and I am not able to get that or contact them.. I do not know at this time who received it or if they have received it or not ... The dispute is over part replacements as stated for $ 77.00 Which we will refund to the location that he has issued us and no guarantee it will arrive , they do not want that they just want replacemnet parts again to the same location. In 26 years we do not have any complaints for customer service or returns but we feel we are in a catch 22 situation and really do not know how to satisfy this customer..

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.

I have received no communication from them as to asking them to give to them an alternate address.

This is the first that I have heard that the company has received any info on the package

I am confused as to why the military mail facility in Illinois will not return the package to them. I have received NO message from the military mail people as to why they are holding on to this package, and my military mail clerk has called the military sorting facility in Illinois (there is only one) and the people there told him today that they are holding no packages for me, and anyone at [redacted].

Regardless, If [redacted] will reship the items to the following stateside address, I will arrange for the items to be delivered to me by hand:

Please ask [redacted] to ship by a traceabe # and I request that number be emailed to me. They can use lalicata "at" aol.com

Thank you for your help

Green Cove Springs FL 32043-[redacted]

Regards,

Business

Response:

Our company has already sent you replacement parts out to the same address as we have stated previously at our cost. We are not even sure that these items have been broken nothing has been returned..I already sent in my last response the tracking number for a ligitimate company the UNITED STATES POST OFFICE and you can track that package as I have done to know where it is located.. This tracking number was given to our customer by e-mail previously and yet they claim they have not seen it before.. We will not ship again to a location that can not be returned. I do not know how to satisfy this customer.. I understand his situation however he does not understand ours.. We see no option here and until I see another alternative we will not be answering anymore. We are very sorry for your inconvience however we have given you other alternatives and you have refused them..