Eastern Surplus & Equipment Company

We are sorry you are not happy with the used parts you purchasedWe value all of our customers and try to resolve any complaints as best we canWhen you first requested quotation, we advised you we only had used parts for saleOur team advised you several times the kit would not include any hardware and that it was a used take out kitWe tested the kit when it was removed from the used truck and the kit was in working condition.After approxmonths of questions and emails to our sales team qualifying the understanding of the used and rare parts you were seeking, you labored over a decision to purchase since you knew the parts were used and very, very hard to find anywhere in the USA, which you acknowledged in your complaint.After lowering our price per your request, you purchased on approx8/11/and We shipped it immediatelyWe also researched, found and emailed you the technical install manuals within a day or of shipment.On 8/20/15, 8/24/and 8/25/after receiving the parts, you discussed with our salesman your complaint of cosmetic concernsOur salesman and shop foreman addressed your cosmetic concerns- as these were used parts and Wear and tear is fully expected when buying used partsAt no time, did you complain the part did not work properly.We did not hear back from you until This date was almost months after you received the kitWhen we did not hear back from you about the parts after and you inquired about prices for other non-related parts during the months, this left us with the belief you were satisfied with your purchase.We feel you were fully aware the parts were used, and We were available every business day since you got the kit to assist if you had any technical questions.Our invoice which you received with your paid receipt on or about 8/12/clearly details our return policy:CONDITIONSThe purchaser, including a purchaser for resale, Understands and agrees that the used truck(s), or other item purchased hereunder will be sold on an "AS IS" basisNotwithstanding anything to the contrary herein or otherwise stated in writing or orally by an employee or agent of SellerThe purchaser understands and agrees that the seller makes no warranty (Written, Oral, or implied, and expressly makes no warranty of merchantability of fitness for purpose) on the trucks(s) or other item purchasedThe hydraulic power steering kits sold by Eastern Surplus & Equipment Coare not DOT approved and intended for OFF-ROAD USE ONLY.Whether a kit is installed by Eastern Surplus & Equipment Co, or Sold as a kit for installation by the purchaser or a third party on behalf of the purchaser, if you operate your Vehicle With a steering modification installed, you do so at your own riskEastern Surplus assumes neither risk for liability for the performance of these kits or your vehicle equipped with these kitsReturns or refunds are limited to only those items that may have material defects affecting operationAny requests for return or refund must be made within days of receipt of the kitAny part is expressly approved for return by Eastern Surplus will carry a restocking fee of 30%Purchaser must request return authorization within days of the date of receipt of item(s)Returns must be received by seller within business days of providing return approvalAt the seller's discretion one of the following will be issued: 1) Refund of the purchase price (not including shipping and handling) less a 30% restocking fee OR 2) Store Credit (not including shipping and handling) less a 30% restocking fee at our discretionReturns approved for store credit are not eligible for monetary refundReturn shipping costs will be the responsibility of customer.In an effort to retain you as a customer and resolve this concern, we are willing to give you a refund check of $from our company.Thank you.Sincerely,David N [redacted] President Eastern Surplus & Equipment Co

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The NSN number is the same for both sides as they come as a pair Why would anyone just order one, or two of the same side and not a set? [redacted] 's attempts at explaining away his actions are pretty weak Regards, [redacted]

Eastern Surplus & Equipment Co– 8/5/16Response to Revdex.com Complaint ID # [redacted] – [redacted] Dated 8/3/Attn: [redacted] Dear [redacted] [redacted] contacted our company and asked for information regarding our frame rail advertised here [redacted] His questions began as far back as May 1, but he never ordered any partsThen he contacted us again on June 30, and began seeking information about the same item Over the course of the next days, many emails from [redacted] asking questions, clarifying the exact part number and NSN (this is the federal governments part number- it is specific to the part being sold only) He then asked us to match (lower our price) pricing of a competitor who he did not disclose and we agreed and lowered the price for the exact item he asked for by part number and NSN He then sent a pay pal payment to our account prior to us sending a [redacted] *** or other invoice He knew what he was buying and he wanted of them This is exactly what we shipped himOn July 25, 2016, approximately days after his carrier picked up the parts, he sent an email stating he only wanted one of the part number and NSN frame rail we sent and now wanted another frame rail but did not provide a part number or NSN We explained to him we did not have another frame rail by any part number or NSN and if he wanted to return one, we would allow for him to ship it back at his expense and we would refund minus our standard restocking fee After many more emails and aggressive exchanges from the customer, we agreed to pay for the return shipping of one of the frame rails and to give him a full refund for it after we received it and after he withdrew his PayPal claim (He continues to insist we pay for return shipping of both items and refund for both) He would not agree to our improved and reasonable return offer- which we only offered as a goodwill gesture to maintain good customer relationsAttached are copies of payment records, shipping records, advertised part showing only NSN and part number available and sold to him (exactly as described since he first inquired) Please let us know if you need additional information in order to review this matter Sincerely Dave N***Eastern Surplus & Equipment Companywww.easternsurplus.netToll Free: ###-###-####Office: ###-###-####***@easternsurplus.net

We are sorry you are not happy with the used parts you purchased. We value all of our customers and try to resolve any complaints as best we can. When you first requested quotation, we advised you we only had used parts for sale. Our team advised you several times the kit would not...

include any hardware and that it was a used take out kit. We tested the kit when it was removed from the used truck and the kit was in working condition.After approx. 5 months of questions and emails to our sales team qualifying the understanding of the used and rare parts you were seeking, you labored over a decision to purchase since you knew the parts were used and very, very hard to find anywhere in the USA, which you acknowledged in your complaint.After lowering our price per your request, you purchased on approx. 8/11/15 and We shipped it immediately. We also researched, found and emailed you the technical install manuals within a day or 2 of shipment.On 8/20/15, 8/24/15 and 8/25/16 after receiving the parts, you discussed with our salesman your complaint of cosmetic concerns. Our salesman and shop foreman addressed your cosmetic concerns- as these were used parts and normal Wear and tear is fully expected when buying used parts. At no time, did you complain the part did not work properly.We did not hear back from you until 1123116. This date was almost 4 months after you received the kit. When we did not hear back from you about the parts after 825 and you inquired about prices for other non-related parts during the 4 months, this left us with the belief you were satisfied with your purchase.We feel you were fully aware the parts were used, and We were available every business day since you got the kit to assist if you had any technical questions.Our invoice which you received with your paid receipt on or about 8/12/15 clearly details our return policy:CONDITIONSThe purchaser, including a purchaser for resale, Understands and agrees that the used truck(s), or other item purchased hereunder will be sold on an "AS IS" basis. Notwithstanding anything to the contrary herein or otherwise stated in writing or orally by an employee or agent of Seller. The purchaser understands and agrees that the seller makes no warranty (Written, Oral, or implied, and expressly makes no warranty of merchantability of fitness for purpose) on the trucks(s) or other item purchased. The hydraulic power steering kits sold by Eastern Surplus & Equipment Co. are not DOT approved and intended for OFF-ROAD USE ONLY.Whether a kit is installed by Eastern Surplus & Equipment Co, or Sold as a kit for installation by the purchaser or a third party on behalf of the purchaser, if you operate your Vehicle With a steering modification installed, you do so at your own risk. ...... Eastern Surplus assumes neither risk for liability for the performance of these kits or your vehicle equipped with these kits. Returns or refunds are limited to only those items that may have material defects affecting operation. Any requests for return or refund must be made within 30 days of receipt of the kit. .............. Any part is expressly approved for return by Eastern Surplus will carry a restocking fee of 30%. Purchaser must request return authorization within 30 days of the date of receipt of item(s). Returns must be received by seller within 5 business days of providing return approval. At the seller's discretion one of the following will be issued: 1) Refund of the purchase price (not including shipping and handling) less a 30% restocking fee OR 2) Store Credit (not including shipping and handling) less a 30% restocking fee at our discretion. Returns approved for store credit are not eligible for monetary refund. Return shipping costs will be the responsibility of customer.In an effort to retain you as a customer and resolve this concern, we are willing to give you a refund check of $200 from our company.Thank you.Sincerely,David N[redacted] President Eastern Surplus & Equipment Co.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The NSN number is the same for both sides as they come as a pair.  Why would anyone just order one, or two of the same side and not a set?  [redacted]'s attempts at explaining away his actions are pretty weak. 
Regards,
[redacted]

Eastern Surplus & Equipment Co. – 8/5/16Response to Revdex.com Complaint ID #[redacted] – [redacted]Dated 8/3/16 Attn:  [redacted] Dear [redacted] contacted our company and asked for information regarding our frame rail advertised...

here  [redacted] His questions began as far back as May 1, 2016 but he never ordered any parts. Then he contacted us again on June 30, 2016 and began seeking information about the same item.  Over the course of the next 11 days, many emails from [redacted] asking questions, clarifying the exact part number and NSN (this is the federal governments part number- it is specific to the part being sold only).  He then asked us to match (lower our price) pricing of a competitor who he did not disclose and we agreed and lowered the price for the exact item he asked for by part number and NSN.  He then sent a pay pal payment to our account prior to us sending a [redacted] or other invoice.  He knew what he was buying and he wanted 2 of them.  This is exactly what we shipped him. On July 25, 2016, approximately 15 days after his carrier picked up the parts, he sent an email stating he only wanted one of the part number and NSN frame rail we sent and now wanted another frame rail but did not provide a part number or NSN.  We explained to him we did not have another frame rail by any part number or NSN and if he wanted to return one, we would allow for him to ship it back at his expense and we would refund minus our standard restocking fee.  After many more emails and aggressive exchanges from the customer, we agreed to pay for the return shipping of one of the frame rails and to give him a full refund for it after we received it and after he withdrew his PayPal claim.  (He continues to insist we pay for return shipping of both items and refund for both) He would not agree to our improved and reasonable return offer- which we only offered as a goodwill gesture to maintain good customer relations. Attached are copies of payment records, shipping records, advertised part showing only 1 NSN and 1 part number available and sold to him (exactly as described since he first inquired) Please let us know if you need additional information in order to review this matter Sincerely Dave N[redacted]Eastern Surplus & Equipment Companywww.easternsurplus.netToll Free: ###-###-####Office: ###-###-####[redacted]@easternsurplus.net