Elite Restaurant Equipment

Review: Hi so I decided to order from this company on June **, 2014 my order number is #[redacted] on the time of order I was told that I would receive my product in two weeks. Seeing how one of the weeks was [redacted] of July I understood there would be some type of delay so I figured I would receive it by the following week. On the [redacted] I called in to the company and spoke with [redacted], he told me that the product had shipped out already and he was going to email me to let me know where exactly where it was in route. I never received any type of email so I called again on the [redacted] and spoke to [redacted] again, he told me he was busy and still working on the tracking. He told me he would get me an email by the end of the day that day and once again no email. I called Monday and spoke to another representative, she told me [redacted] was wrong and they had not yet shipped out my product and told me I would receive an email by end of the day with the shipping and would receive my product delivered to me by the end of the week being the [redacted]. Once again no email had been received and my product has yet to arrive. On the [redacted] I finally received an email giving me my tracking information and telling me my product would be shipped by the [redacted]. On Monday the [redacted] I received a call from [redacted] the freight company they use, asking me for an appointment so they would be able to deliver the product. I had told them that according to their tracking it should have been delivered Monday at the latest not Tuesday. They informed me that Elite Restaurant Equipment had not given them the product to ship till the [redacted] not the [redacted] like [redacted] had informed me. So I went ahead and placed the appointment for Tuesday at 5pm. On Tuesday around 12 pm I received a phone call from [redacted] yet again, now it was from another representative asking me for an appointment again. I informed her that I had scheduled one for that Tuesday at 5pm she told me it wasn't in her system and she needed an appointment so I made another one for Wednesday in between 12-6. After the phone call I called Elite Restaurant Equipment notifying them that it has now been over a month I placed the order and have not received what I ordered. They hung up on me three times and then after I spoke with someone they told me it was not their problem that they have nothing to do with it and it is now my problem. Now Wednesday comes along and I call [redacted] to make sure the product will be delivered, they confirm that it is loaded on the truck and should receive it by no later then 6pm. I wait all day for this product and to no surprise I did not receive anything. It has now been a month an a half without my product when it should have only taken two weeks.Desired Settlement: My desired outcome is to receive my product and receive some type of compensation for this delay. Also have the company apologize and treat their customers with more respect and also take responsibility for delays and not blaming [redacted]. Because at the end of the day they decide to partner up with that freight company and if a product not delivered it still falls on Elite Business Equipment.

Business

Response:

[redacted] placed an order on our website on June [redacted] 2014 this item usually takes 7 to 10 business days before it ships. This was scheduled to ship no later than July [redacted] 2014. Unfortunately this item was back ordered with the manufacture. This customer should have been updated by our shipping department and it seems that he was not, if he was updated things would have been much simpler. Unfortunately we use a third party shipping company that we have no control over, we are located in New York, so we do commission third party freight companies for deliveries out of the state and they have their own set of rules. We do apologize for any inconvenience that this cause the customer. It does show that the customer received his unit on July [redacted] 2014. Again we apologize for the customer service he received. We would like to continue doing business with this customer in the future. If he has any questions or concerns please call our office at ###-###-#### and ask to speak to the [redacted].

Business

Response:

[redacted] placed an order on our website on June [redacted] 2014 this item usually takes 7 to 10 business days before it ships. This was scheduled to ship no later than July [redacted] 2014. Unfortunately this item was back ordered with the manufacture. This customer should have been updated by our shipping department and it seems that he was not, if he was updated things would have been much simpler. Unfortunately we use a third party shipping company that we have no control over, we are located in New York, so we do commission third party freight companies for deliveries out of the state and they have their own set of rules. We do apologize for any inconvenience that this cause the customer. It does show that the customer received his unit on July [redacted] 2014. Again we apologize for the customer service he received. We would like to continue doing business with this customer in the future. If he has any questions or concerns please call our office at ###-###-#### and ask to speak to the [redacted].

Review: On April **, 2015 I purchased for my business [redacted], 2 refrigerated cases totaling more than $7000. May **, 2015, [redacted] Freight arrived without notice to my business to deliver both cases. I paid an additional fee for my cases to be unloaded from truck. Driver did not bring help & asked if we could help. We did not have any employee strong enough to help so I had to call my husband to send over an employee from his business. Driver was very inpatient about having to wait & it was raining very hard outside. Once help arrived, cases were off loaded from truck. I was with a customer so driver took a receipt to one of my employees to sign & than left our business.

Once we unwrapped the cases we noticed sever damage to the bakery case & minimal damage to the deli case. I immediately took photos of the damage & contacted [redacted] at Elite. He was out for the day so I sent him an email requesting him to call me.

The following Monday, I had not heard back from Elite regarding my problem so I called & spoke to [redacted]. He told me that Elite sent me an email noting that the equipment must be inspected prior to driver leaving. Not only do I not have an email, the driver took off before equipment could be unwrapped. The damage appears to be that something very heavy was placed on top of the pallets because the larger bakery case looks buckled. [redacted] referred me to call the claims department & speak to [redacted]. Not only was [redacted] not interested in resolving my issues, she was extremely rude. Other than filing a law suit against this despicable company, I am prepared to turn to social media to share Elite's lack of customer service.Desired Settlement: Pick up damaged equipment & redeliver new equipment that is not damaged.

Business

Response:

This customers items were shipped with a freight company and she signed for her shipment on the line that says received in good order. Elite Restaurant Equipment emails all of our customers instructions for receiving freight, the instructions clearly says DO NOT SIGN FOR ANYTHING BEFORE OPENING THE PACKAGING AND INSPECTING YOUR ITEMS. Freight items are large and sometimes cost over $1000.00 just for standard shipping. We hire third party freight companies they are not affiliated with us in anyway so sometime they are not too careful with items, this is why we ask all customers through email to fully uncrate and inspect items before they sign and if it is damaged they should refuse the items so they are returned for free, because once they sign, they are swearing that the items are in excellent condition so the freight company takes no responsibility for any damages or shipping cost. Elite Restaurant Equipment does not charge our customers for freight shipping we only charge for liftgate meaning the drive will put the item on the lift on the back of the truck and lower it, there is a $99.99 charge for liftgate useage and that is paid to the freight company. The driver will not help the customer with moving the item anywhere unless it is paid for in advance, and they will not notify the customer in advance unless it is paid for, this is how freight companies operate. This customer did not pay for anything besides liftgate, she DID NOT PAY for curb deliver, she DID NOT PAY for inside delivery and she DID NOT PAY FOR parking lot delivery, and she DID NOT PAY for Notify Prior delivery, she only paid for liftgate. Elite Restaurant Equipment provided all services the customer paid for, there is no proof that the freight company damaged the items, after the customers signature swore that she received this in good order she and her helpers moved the items inside on their own, at that point anything could have happened. Elite Restaurant Equipment will not take responsibility for this customers mistakes as far as we know she received this in good order. This customer also emailed us photos and it seems that the protective film is the only thing scratched, the protective film peels off, all the with parts on the items are protective film and they peel off.

Review: I purchased a deli case cooler 72" by 45" and they sent me a different size, 70" by 43". Also, the cooler doesn't consist of a model or serial number so it does not follow [redacted]'s law requirement. When I complained about it, they say that's how it's supposed to be; I asked to return it and they want me to be charged a delivery fee, I should not be paying that fee for their mistake. I believe that the company is scamming me, with their un-agreed sizes, no model number, serial number, and without the cooperation I should get as a customer making a big purchase.Desired Settlement: I want either a full refund, or an exchange to the correct order at the size that I ordered it (72" by 45") and I want a serial and model number on it.

Business

Response:

Tell us why here...This customer received exactly what he ordered, since he received the item he has been trying to extort us for money, first he contacted us and said that the item was damaged and he wants a credit of money back and he will keep the item, we checked the delivery receipt and he signed for it as received in good order, we asked for photos, the photos he sent shows no damages. The customer apologized then contacted us the following day, he said he received stainless steel and he ordered a wooden deli case, Elite Restaurant Equipment does not sell wooden Deli cases, there is no place on our website that says we sell wooden Deli Cases. We told the customer to check his invoice, to check our website and read the description, it clearly says stainless steel. The customer then stated that he wanted a wooden deli case and he wants to return the item but if we give him some money back he will keep the item. We explained that we sent him exactly what he ordered and we are not giving any kind of credit or money back, if he wants to return the item there is a 25% restocking and he will be responsible for the shipping cost both ways. Customer got upset and hung up on us. This customer called again the following monday July [redacted] 2015, he stated that the item is 1/2" shorter than what he ordered, the deli case he ordered is 72" he stated that he received 71 1/2 inches. We told him that this is impossible, these units are not made in a factory they are man made, he asked us for the serial# we told him that it is on the compressor and he found it, he also sent us a photo of the end of the unit with the measuring tape showing 71" we can only see the number at the end of the unit where he took a close up shot of the number, that is all we see. This customer has been trying to find reasons to get money back from the start. There is no need for him to constantly make up issues every day, he changed the reason for not wanting the unit 3 times. If he does not want or like the unit, all he has to do is ship it back to us, when it is returned, we will refund him minus applicable fees.