Gempler's

After review of the complaint in question and the customer’s account history, this is what was discovered.
 
The customer service rep that took the initial phone call on 1/6/15, for the defective item on order SC11030014, took action by requesting a credit be applied...

for both the item and the freight.  There are two credit memos showing that the credits have been applied back onto the customer’s credit card;  invoice 1020447857 applied 1/5/15 and 1020462947 applied 1/20/15. That same customer service rep mistakenly made a replacement order for the customer at time thinking she wanted a replacement order, however this was not the case.
 
The customer called back on 1/9 and stated another order had been placed without consent and a charge of 92.30 had been put on her credit card; this order was the one we placed by mistake. We were able to intercept the package and credit the customer for the entire order, which has been applied on  invoice 1020460866 in the amount of 92.30 on 1/19/15.
 
We have verified with our credit department that all three credits have in fact been applied to the customers card.
 
We were able to make contact with the cusotmer and she was able to verify that all credits have been applied back to her credit card and there was nothing further that she needed.

Terrible customer service. Long hold times. No resolution. Ordered an item....was 11 days before it even shipped. 15 days to receive an in stock part.....and only after I had to call and complain. Will not repeat my business.

I was looking for a certain product and when I contacted the company directly and after not receiving a response form Ultraseal I tried Gempler because I noticed the product on their website. I sent the email and received a response the same day. I posed a few more questions Devon did not have an answer to so he contacted the company directly and laid the foundation for me obtain the answers I was looking for. Although I have not purchased anything from the Gempler I was very impressed with their customer service and would recommend them to anyone. Very impressed.

Review: I ordered a parka for my husband for Christmas. When he tried to zip it, he found the zipper to be defective. I called customer service and asked to return the jacket and get a new one. The man I spoke to said I should receive an email the next day with a return number to attach to the invoice when I ship it back. The email never came so I called again the next day. The woman I spoke to said they didn't want the defective one back and they would credit my card back for the price of the parka. I told her that once I saw the credit back on my card, I would order a new parka. Then two days later, I got an email saying that I had placed an order for a new parka (which I hadn't) and they charged my card $92.30. Again, I called customer service and they told me they would cancel the shipment and credit my credit card two times: once for the original defective jacket and once for the order I didn't place. The woman assured me that I would see both credits within a couple of days. That was last Thursday, 1/8/15 and as of today, the only credit showing on my card is for $10 which she told me in an email was the shipping refund. I sent another email today, a full week later, saying that if I didn't see the credits back to my card by the end of business today, I would be lodging a formal complaint about the company.Desired Settlement: I would like to have $184.60 ($92.30 times two) credited to my card.

Business

Response:

After review of the complaint in question and the customer’s account history, this is what was discovered.

I have been asking for Gempler's to unsubscribe me from their mailing list for over 3 months now. I have even sent 2 emails directly to customer service after continuing to receive unwanted email solicitation. Gempler's hasn't bothered to even respond to my requests, and I continue to receive emails DAILY. Do not sign up for their emails unless you want to receive them forever, even if you have realized they are unimportant and are for parts of the Gempler's business (for example, construction company materials) that you do not need information about. AVOID!

Horrible customer service. You cannot speak to a person in Accounts Receivable. You have to wait for them to call you back. Meanwhile our account is on hold because they habitually do not send the invoices to the proper address on the purchase order. I cannot find another supplier soon enough.

Review: I ordered three items (work boots and 2 pair coveralls with monogram) for $220.05.

I ordered another three items on an additional purchase (3 pairs of jeans) for $147.45. (Received and OK)

I received one pair of muck boots (not ordered) and 1 coverall (unmonogrammed).

Contacted service department and she put me on hold for over 8 minutes. I called back

and she said they would contact me in three days but never did.

I called supervisor and discussed my problem. She sent me a RMA number via email which I then

shipped the un-ordered items back to them with their shipping label. The supervisor indicated that she would call me back whenever she talked with the credit department - she did not.

Meanwhile a new charge of 274.05 appears on my account. No credit as of today.

I am disputing the $274.05 unauthorized charge (hold) and the $220.05 charges to my account. I have not received any products for these charges.

I have only ordered twice. They have charged me three times.

Pending

GEMPLER'S 800 3828473 WIUS / Debit Card Preauth Hold-66933. Release Date: 06/11/2015 $274.05

05/30/2015

GEMPLER'S 800 3828473 WIUS / Withdrawal @ GEMPLER'S 800 3828473 WIUS Trace #10808 (eff. date 05/30/2015) $147.75

5/23/2015

GEMPLER'S 800 3828473 WIUS / Withdrawal @ GEMPLER'S 800 3828473 WIUS Trace #29615 (eff. date 05/23/2015) $220.05Desired Settlement: I would like the hold for $274.05 removed from my account.

I would like the charge for $220.05 refunded.