Easthill Group, Incorporated

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? Complaint: ***
I am rejecting this response because I did not make these charges? *** now states the $is a valid charge based on the information availableThe invoice provided to me by *** and attached, does NOT include my name or address? ? Invoice number: ? ***? Invoice date: 2/17/2017Sales order: ** ***Our reference : ? Deborah D***Invoice account ***Customer: *** ***? ? *** ***? Ave Piscataway Township, NJ 08854Delivery address: ** ***? Ave Elizabeth, NJ 07202-1656? ?
Regards,
*** ***

We have attempted to help Ms*** in every way we can? We are not operating outside PCI compliance? I spoke with an individual alleging to be Ms*** on April 19th (not Mar 19th as indicated) and explained to her at that time that we will be happy to comply with information
requests from her banking institution when they request it in writing through the appropriate channelsFurthermore, the individual I spoke with was beligerent, calling Eastwood (and me personally) thieves? We are very sorry that her credit card was compromised and that both she and Eastwood have been vicitimized? To reiterate, when a request is received from the banking institution that provided the above credit card is received through the appropriate channels, we will provide any information we may have on the transactions in question

Customer's address did not update into our new system correctly when the order was placed.  As a result, the order was shipped to an incorrect address.  Until now, we have heard nothing from the customer about the order not being delivered.  However, we have updated the address and...

are sending out the replacement today via [redacted] 2 Day Air.  It should be delivered to customer on Friday, Dec. 30th.  The new order number is [redacted] and the [redacted] tracking number is [redacted]. We certainly apologize for any inconvenience this may have caused.

[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 I did not make these charges.  [redacted] now states the $329.99 is a valid charge based on the information available. The invoice provided to me by [redacted] and attached, does NOT include my name or address.   Invoice number:  [redacted] Invoice date: 2/17/2017Sales order: [redacted]Our reference :  Deborah D[redacted]Invoice account [redacted]Customer: [redacted]  [redacted] Ave Piscataway Township, NJ 08854Delivery address: [redacted] Ave Elizabeth, NJ 07202-1656  
Regards,
[redacted]

I do not dispute the contact however I do not have a record of the contact under the phone number or email address provided. Since I cannot adhere to the desired resolution, I am canceling the remainder of the order that we are not in receipt of funds for and issuing a courtesy credit for the products the customer is in receipt of and has paid for.

We have attempted to help Ms. [redacted] in every way we can.  We are not operating outside PCI compliance.  I spoke with an individual alleging to be Ms. [redacted] on April 19th (not Mar 19th as indicated) and explained to her at that time that we will be happy to comply with information...

requests from her banking institution when they request it in writing through the appropriate channels. Furthermore, the individual I spoke with was beligerent, calling Eastwood (and me personally) thieves.  We are very sorry that her credit card was compromised and that both she and Eastwood have been vicitimized.  To reiterate, when a request is received from the banking institution that provided the above credit card is received through the appropriate channels, we will provide any information we may have on the transactions in question.

We have no records or call recordings for phone number ###-###-#### on 09/23/2016, 08/28/2016. We do not take calls on Sundays as our main offices are closed. No calls were taken on Sunday 09/25/2016. I found no emails for [redacted].com. There is 1 authorization for $47.04 and 1 charge of...

$32.25 for products shipped and shipping charges. This is a debit card with nothing unusual about this transaction. Banks require authorizations for debit cards. Tracking for items shipped [redacted] (Delivered 09/27/2016). 1 item remains on back-order and has an estimated arrival and processing time of 1-2 weeks to our facilities then a further 4-8 business days for customer receipt once shipped. Customer will receive an email complete with a tracking link to [redacted] when the back-ordered item ships. There is nothing unusual with this process, we consider this normal business activity, I am sorry he is unhappy.

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 Complaint: [redacted]
I am rejecting this response because:They still, from day one! Have a pending charge of the original total being held on my card. I'm actually amazed that they have kept a pending charge active for this long. If they want to not send the product that they never even had, but charged me for, there's nothing I can do. But I want this pending charge removed. If it is not removed quickly I will pursue legal action.
Regards,
[redacted]

[redacted] purchased our Fender Roller # [redacted] via a web order on Nov 22, 2014.  The [redacted] Fender Roller is a solid well known product for us, having been available since  April 2004 and enjoying sales of over 17,000 units and exceptional reviews....

 Our customers have been using this product successfully and repeatedly for many years.  We provide online instructional videos and detailed instructions for its use with the product.  We also provide warranty terms online with the product information which is available to everyone prior to their purchase.  The warranty for this item states that it is not returnable and if found defective, it will be replaced.  No refund will be given.  We have found that the occasional failure of this product is due solely to misuse (too much pressure applied) by the customer, despite our warnings.  When this occurs, the drive screw is stripped.  As a courtesy we will replace the stripped screw one time for our customers, but subsequent replacements must be purchased.
As is our practice, we offered [redacted] the courtesy replacement to repair the roller to full functionality.  Unfortunately, he was not inclined to cooperate and became loud and abusive to the customer service agent assigned to assist him.  An agent with 14 years experience, who knows our products well and is a proven solid professional, was forced to terminate the call with [redacted] due to his aggressive behavior and use of foul language.
I have attached a screenshot of the warranty information from our webpage and order notes entered during the 12/3 call with [redacted] (two shots of order to include all scrolled comments).  I would still like to supply [redacted] with the replacement part to repair his fender roller as a courtesy.
Please let me know if there are any questions.
Cathy E[redacted]

All I can say is outstanding customer service and standing behind the products they sell. Not only does this company sell quality products (even if import) at good pricing, they stood behind it 100%.
Had an issue with a Mig250 welder after using it for 8 months. Sent an email and they responded within 12 hours and had the unit picked up the next day. They shipped a new replacement as stated quickly with no hassle.
Truly refreshing to see a company respond and uphold their warranty on their product as promised.

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
I will accept neccessary parts to repair the faulty equipment and then part ways with the company. I am still highly disapointed with this item and the company.

Me and my wife's bank account are under her pay pall. So when I order things off line instead of going out getting new bank acount or making new pay pall. I have always used hers with out any problems. Even after I ordered from Eastwood and I called 2 days after to change email from my wife's to mine because she never checks her email. The guy did it helped me no problems. Well I never recieved anything then after the weekend I called back to get the tracking number for the products I bought. The women starts making everything a hassle, won't give me the tracking # on the order unless she speaks. So I put her on the phone gives her all the info that I put in pay pall anyway. And then she goes find the order with the order # I gave. Then comes back say it will be delivered tomorrow but since I was back on the phone she wouldn't give me the #. This is hassle I have never had with any company before.

Worst costumer service ever. Called to do a exchange and was told I can drive to nearest location to do so. I drove an hour away to the place and things were going well until some guy named BILL proceed to be in our transaction. He was rude and very disrespect. I will never buy anything from them again. Also customer service rep Christina couldn't help me either. I was ready to purchase more products but they have no sense of respect for consumers.

Review: purchased this product to roll fenders on my first fender a cheesy bolt broke loose and almost hit my buddy who was helping me.. was told I used too much pressure. however I was using a torch and made gradual progressions as instructed. I called the next day and I was told someone would get back with me THREE days later lady called me and said they would only send a piece to fix it. I instructed I don't want a faulty product that involves using heat catastrophically failing she was no help. she told me decision was made by management! LONG STORY SHORT [redacted] PRODUCT, BAD SUPPORT TEAM, BAD MANAGMENT WILL NEVER PURCHASE NOR SEND BUSINESS TO THIS PLACE AGAIN. I work in automotive industry and have never received such terrible service. I hate this product so bad you can call and I will tell you even more *xxx-xx-xxxxDesired Settlement: refund don't want bad product but more so people never purchase this product or any product from a place with such horrible service. like I said I work in the automotive industry and have never felt this type of way about any company ever

Business

Response:

[redacted] purchased our Fender Roller # [redacted] via a web order on Nov 22, 2014. The [redacted] Fender Roller is a solid well known product for us, having been available since April 2004 and enjoying sales of over 17,000 units and exceptional reviews. Our customers have been using this product successfully and repeatedly for many years. We provide online instructional videos and detailed instructions for its use with the product. We also provide warranty terms online with the product information which is available to everyone prior to their purchase. The warranty for this item states that it is not returnable and if found defective, it will be replaced. No refund will be given. We have found that the occasional failure of this product is due solely to misuse (too much pressure applied) by the customer, despite our warnings. When this occurs, the drive screw is stripped. As a courtesy we will replace the stripped screw one time for our customers, but subsequent replacements must be purchased.

I am not anywhere near 100% satisfied as to their claim to give 100% satisfaction. In stating this. I will explain. Just few short years ago I purchased the Tig 200 welder from them and I just got around to trying it out(due to health issues). When I plugged it in too use for the very first time. The overload light came on and it would not strike an arc! So I went over and over the manual to see what this over load light meant? But there is no mention of it, so I called the company and told them the situation. Their response was that the welder was fried if that light is on and I was beyond the warranty. So all they said they could do is give 20% off the purchase of a new one. I replied I am certainly not going to buy another one if it's just going to be another useless welder. That I wanted to get this one repaired. Their response being they can not get parts for it or even having anyone to fix it. That it is not repairable! I asked for the manager and later he called me back and said look all we can do is give 20% off the purchase of a new one. I said this not acceptable, that the welder has never been used and I want to have the one I have repaired and I would even pay for the repair. He said that was impossible they don't service this product. then I asked if they could produce any schematics for the machine so possibly I could get it fixed elsewhere. He said it was produced overseas and their was nothing more he could do for me, this conversations over and then hung up on me.

Worst costumer service ever. Called to do a exchange and was told I can drive to nearest location to do so. I drove an hour away to the place and things were going well until some guy named BILL proceed to be in our transaction. He was rude and very disrespect. I will never buy anything from them again. Also customer service rep Christina couldn't help me either. I was ready to purchase more products but they have no sense of respect for consumers.

Review: The product we ordered was advertised in the Eastwood catalog as follows, "Universal Body Cart Blue Powder Coat, 10" Cast Iron Wheels with Poly Coating" for price of $549.99. "Wheel around car bodies, truck cabs, truck beds, hoods, and more! 8" wheel versions support up to 3,000 lbs., and the 10" wheel version supports up to 3600 lbs. Can be used as a work station. Steel construction expands from 38" square to 65" square and 26-1/2" tall. 1-1/2" square tube. One-year mfr's. warranty."

We purchased this on 3/25/2013, it was shipped direct from the manufacturer, [redacted]. We used this item and the wheels did not support the weight of vehicle we put on it. Upon further inspection, the wheels are not cast iron with poly coating as advertised in the catalog. When I phoned Eastwood, they directed me to speak directly with [redacted]. Upon speaking with owner of [redacted], he informed me that the description in the catalog was incorrect, and that the 10" wheels are in fact rubber wheels with poly coating and only holds 500 lbs. per wheel. When I informed Eastwood of what [redacted] said they asked that I send photos of the wheels to them. I have sent the photos and have had no response. I have sent repeated emails and no response. They acknowledged that the info in their catalog was incorrect. I spoke with [redacted] at Eastwood and then emailed [redacted] of Tech Support at Eastwood.Desired Settlement: I want either my money back or a product with cast iron wheels that will support up to 3600 lbs.

Business

Response:

The customer has been fully refunded as he requested.