Global Industrial

Started out good and went downhill quickly. We are a small company in South Florida who ordered Freestanding Office Partitions ($1599.39 Total) on 05/13/2020 to establish safe working environment for limited office personnel during Covid-19 Pandemic. We received our order, made necessary adjustments in office area which left us with 2 of the partitions ($313.95ea) and associated brackets still in their box unopened and not needed. Upon contacting Global customer service the representative we dealt with provided all of the necessary documents to return the 2 partitions and 2 boxes of support brackets within a designated timeframe for a refund. On 29 July 2020 we took the items to our trusty neighborhood UPS Store (whom we deal with on a regular basis) and was told that we would have to return the partitions by UPS Freight due to the weight (at a cost of $262.00) and had no problems in making sure items were returned in a proper and safe manner. Upon tracking the items and seeing that they were received by Global and after never receiving any feedback from the company I eventually called on August 7th and was told that all items had been received but that the 2 partitions were damaged when they arrived and that a refund would not be issued for the damaged items. At that time I requested photos of the damage and any documentation during receiving that indicated the items were received damaged so that I could file a claim with UPS and recoup some of the money that had been invested to try and stay safe as well as support another company during the midst of economic uncertainty. I was told that photos and receiving information would be mailed to me that day, which never happened, and the representative also stated that they would contact warehouse personnel to obtain better pictures to help in claims process but again, nothing was never received. On August 18 I contacted the company and received apologies and told photos and documentation would be emailed as soon as phone call was over an again nothing. On August 20 I contacted Global again and the same scenario with being very apologetic but never producing any of the documents so I could file a claim. On August 24 I contacted our Trusty Neighborhood UPS Store and explained our dilemma at which the rep emailed me a document to forward to Global so that they (UPS Store) could file a claim on our behalf. On August 26 I contacted Global for feedback and was told that they were working to get the information together for me at which I almost lost it but left it at that and passed that information back to the UPS Store rep who was helping me. On August 28 the UPS Store rep emailed Global with me in copy to explain and request the pertinent information needed to file a claim on our behalf and received no reply. As it is now September with no response from Global Equipment Company Inc., I am now in the process of seeking alternative means to have my concerns addressed with the company as well as ensuring that the general public is aware of how this company operates when it comes to customer's concerns. Ethical or Unethical from a Business Standpoint, You be the Judge…

I spoke w/ customer service and was advised that the order was returned and the customer was given a refund for the full purchase in the amount of $This was refunded back to the customer’s credit card on October **, Please feel free to reach out if you have any further questions or concerns Thank you, [redacted]

[redacted] , We received the customer's complaint and immediately looked into the issueAlthough our return policy clearly states that the product must be returned in the original packaging (the customer no longer has it) and it also states that the customer is responsible for shipping charges in cases where the return is based on no fault of ours, we still sent the customer the prepaid return paperwork Friday morningWe will have a customer service rep reach out to the customer and let them know they will need to package the product up as best they canWe believe this should resolve the matterPlease do not hesitate to contact me should you have any questions [redacted]

Dear Revdex.com, This is the information I received from our customer service department: The workbench that the customer originally ordered was damaged during deliveryWe filed a claim with the carrier and sent the customer a replacement workbenchThe customer is not responsible for the replacement invoice as it was credited in full when we filed a claim with the carrierWhen our vendor shipped the replacement they shipped the wrong workbenchIt was returned to the vendor and the vendor then shipped the correct workbench to the customerIt was delivered to the customer on September **, We spoke with the customer on October **, and he confirmed that he received the replacement and everything was fineWe apologize for any inconvenience to the customer The customer is only responsible for the original invoice which was paid with an [redacted] card in the amount of $($merchandise and $freight)The customer is due no additional credit Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I informed Global that I wanted to return the defective item for a complete refundI returned the item but Global did not issue oneThe company claims it is up to the manufacturer of the item to initiate a refund processIn short Global will not issue a refund to me unless or until the manufacturer issues one to themThis interposes a third party on the transaction and by appearances is an attempt by Global to shift responsibility for the defective item from seller to the manufacturerI did not purchase the item from the manufacture and I notified the seller immediately (within days) when I discovered the pump was defectiveI purchased another pump of the same model from a different seller and had it installedMade by the same manufacturer, the new pump operates as designed In short, the original pump purchased directly from Global was defectiveI returned it and have not received a refund to date In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

In reviewing the order details, we can offer the following explanation: Specific products are backed by a warranty offered by the supplier or the manufacturer of the item purchased When issues arise, the supplier or manufacturer warranties would apply; as was this case We were in contact with the manufacturer from the beginning of our notification that the unit was not workingStandard procedures as outlined in the product warranty would be to forward the necessary parts to the end user for repairIn good faith, Global Industrial negotiated a return, repair and reship on your behalf instead since you advised you were unable to handle the repairs yourself Upon receipt of the return, the unit will be repaired and tested prior to being reshipped to you in working condition Your only responsibility will be the shipping charges associated with the return and reship Let me know if you need anything further [redacted] [redacted] [redacted] [redacted]

Thank you for allowing us to respond to this complaintOur Customer Service Deprtment has informed me that we picked up the product from the customer on 3/*/and delivered it back to our supplier on 3/**/We have been in direct contact with the customer to resolve this issueThank you,***
*** for Global Industrial

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I returned all items of Order # *** in packages (per the UPS return shipping tags you provided) and all packages were received and signed by your company, Global Industrial, over a week ago on Monday 9/**/How long do you need to reimburse me for this order?
*** ***
m ***

Dear Revdex.com,I am informed by our customer service department that we credited the customer on March **, The product that the customer returned as being "defective" needed to be inspected by our vendor before a credit could be issuedWe apologize for any inconvendience to the custmer.Sincerely,*** *** for Global Industrial?

*** ***,
We apologize for the confusion with *** ***'s order and for the incorrect information given by our customer service repPlease be assured this is being looked into internallyPlease note that as soon as we were informed of the damage to the pads a credit was issued and
processed back to the customer's credit cardWhen the customer mentioned the error with the chatter we offered to return what was purchased for a full refund provided they are in the original packaging and unused and we still stand by that offerWe cannot send an additional pads to the customer for free as that would be enriching them unfairly and be a high cost to usPlease let me know if you have any further questions or require additional information
*** ***

Revdex.com:
complaint ID ***
I regret not to open the case before it starts on and off
now we have to pay inbound/outbound shipping cost
we are still waiting mfr repair center address and form
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Business never provided refundI had to call my credit card and dispute the chargeMy credit card legal team then refunded me the funds and questioned Global IndustrialGlobal Industrial first had wrongly stated that I was credited back the refund on September ***, which did not happenOctober *** is on or around the date I talked with my credit card company and the credit card company refunded my accountI thank the Revdex.com for making this complain public and I hope it helps other unaware customers avoid the same unfortunate situation
Sincerely,
*** ***

Thank you for the opportunity to respond to *** ***'s complaintGlobal Industrial's Customer Service Deptis reporting as follows:"The notes in the order reflect the customer called Cusotmer Service on 2/**@1:24pm and requested to return the table as it didn’t meet their needs. We
obtained an RMA from our supplier and provided that to the customer on 2/**/via email. Even though the supplier was charging us a 20% restocking fee, we only passed along a 15% restocking fee in keeping with our posted policy on our websiteWe emailed the customer on 2/**/and on 2/**/looking for status on the return with no response to either inquiry. The customer called us again on 2/**/to advise she has decided to keep the table but wanted a credit for the difference in *** ground and *** next day air chargesA credit #*** was issued on 2/** in the amount of $for that difference." We apologize for any inconvenience to our customer and hope that this information resolves the issue.
*** ***on behalf of Global Industrial

We have resolved this complaint satisfactorily with the customer

I spoke w/ customer service and was advised that the order was returned and the customer was given a refund for the full purchase in the amount of $321.87. This was refunded back to the customer’s credit card on October **, 2014.
Please feel free to reach out if you have any further questions or concerns.
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My credit card account still does not show a credit for the shipping over charge. I did not decide to keep the table - I saw no point in returning because the shipping costs plus the restocking fee would leave me with no refund at all. So why go through all the trouble? Global Industries sells damaged merchandise with a strict return policy that will discourage people from getting any sort of refund at all.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],
We received the customer's complaint and immediately looked into the issue. Although our return policy clearly states that the product must be returned in the original packaging (the customer no longer has it) and it also states that the customer is responsible for shipping...

charges in cases where the return is based on no fault of ours, we still sent the customer the prepaid return paperwork Friday morning. We will have a customer service rep reach out to the customer and let them know they will need to package the product up as best they can. We believe this should resolve the matter. Please do not hesitate to contact me should you have any questions.
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Dear Revdex.com,
This is the information I received from our customer service department:
The workbench that the customer originally ordered was damaged during delivery. We filed a claim with the carrier and sent the customer a replacement workbench. The customer is not responsible for the replacement invoice as it was credited in full when we filed a claim with the carrier. When our vendor shipped the replacement they shipped the wrong workbench. It was returned to the vendor and the vendor then shipped the correct workbench to the customer. It was delivered to the customer on September **, 2014. We spoke with the customer on October **, 2014 and he confirmed that he received the replacement and everything was fine. We apologize for any inconvenience to the customer. 
  
The customer is only responsible for the original invoice which was paid with an [redacted] card in the amount of $1809.72 ($1568.00 merchandise and $241.72 freight). The customer is due no additional credit.
Sincerely,
[redacted]

Dear Revdex.com,
I have contacted our customer service department regarding this matter. I am informed that Global's vendor refused to take the product back because they indicated it was a"special run" they manufactured only for this order. Nevertheless, as a...

courtesy to the customer, Global will approve the return of the product and issue a credit to the customer once it has been returned. Our customer service department will be contacting the customer to arrange for the return.
Your truly,
[redacted]
for
Global Industrial