Global Industrial

Review: I purchased a dc1500 Cyclone dust collector on 11/**/2015 for the amount 234.00 the sale representative told me that my item will ship the next day from their Las Vegas warehouse and I should get it in 3 to 6 days. 8 days later no item , so I call global industrial and they tell me that it has not shipped yet, so I call my credit card and they tell me they took the money out on the [redacted] of November. So I call global industrial back and ask for a refund and they tell me on 11/**/15 that it can take 48 hrs to get a approval to release my funds back to my credit card. Now it is 11/**/15 and I just got off the phone with global industrial and funds are not approved. I just want my 234.00 back for a product that global industrial never shipped or had at any warehouse.Desired Settlement: Refund and for global industrial to not try and sell a product that they don't even have.

Business

Response:

We are very sorry for the negative experience you had with our Company. You (the customer) have not been charged for anything. When the order was initially placed on November **, 2015, your credit card was authorized to ensure it was good for the pruchase amount. We do not/did not bill the customer until the merchandise is shipped. You requested the order to be canceled and it was done so accordingly -w e apologize that was not communicated back to you. You may see a hold on the funds with your credit card but that will fall off if it has not already. Thank you so much for your patience while we tried to resolve this issue.

Global Industrial Legal Dept.

Review: I ordered a table from this company on 2/*/15. I paid for second day shipping, knowing that it was 2 days from the ship date - not the order date. I received a tracking number after several calls and a few days later - saw that the table had shipped out on 2/**. However, it was send [redacted] ground even though I had paid $50 for the second day shipping. The table finally arrived 5 days later on 2/**. I called customer service and they told me I would get a credit for the overcharge. I have not received it after multiple requests. In addition, when the table arrived it did not match the description on their website - not even close - PLUS it was damaged!! So, I called and asked how I would go about returning. They said I would receive a claim form and a few days later I did. It said that I would need to pay for shipping to send the item back - even though I was due a credit for shipping at this point! Also I would need to pay a 15% restocking fee. So at this point I have a damaged table that I overpaid for on shipping. In the end I will be out close to $100 for a table I can't use. And the cost of the table? $100. I deal with many office supply companies but this has been an absolute nightmare. This company is being completely unfair and refuses to correct the issue.Desired Settlement: I deserve a FULL refund. I should not have to pay a restocking fee for a table that will not even be re-sellable and I should not have to pay for shipping because I was overcharged to begin with!!

Business

Response:

Thank you for the opportunity to respond to [redacted]'s complaint. Global Industrial's Customer Service Dept. is reporting as follows:"The notes in the order reflect the customer called Cusotmer Service on 2/**15 @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/**/15 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 website. We emailed the customer on 2/**/15 and on 2/**/15 looking for status on the return with no response to either inquiry. The customer called us again on 2/**/15 to advise she has decided to keep the table but wanted a credit for the difference in [redacted] ground and [redacted] next day air charges. A credit #[redacted] was issued on 2/** in the amount of $25.72 for that difference." We apologize for any inconvenience to our customer and hope that this information resolves the issue.

[redacted]on behalf of Global Industrial

Consumer

Response:

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,

Business

Response:

Global Industrial's Customer Service Dept. is reporting as follows:We are returning this at Global Industrial's expense and giving the customer, [redacted], a full refund.Thank you,[redacted]

Consumer

Response:

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,

Worse Customer service from a potential vendor I have ever received in all my years of doing business. No follow through, No communication, rep lied, and over promised and UNDER delivered by far.

Our company purchased a product from Global Indstrial and was guaranteed to have the product delievered by a certain date. Once there was a tracking number availiable to follow the shipment, the address that it was supposed to be delievered to was incorrect, however on the receipt of purchase it stated the correct address. After calling several times to have the address changed, the product was supposedly on its way. The guaranteed date had arrived and the product still had not been received. The tracking information stated that the product had been delievered. We contacted the company and they referred us to the shipping company. After countless hours and waiting, our company has not received the product. We will never use this company in the future and neither should anyone else!!

Review: First, I got a product with Manufacture design problem and I can&[redacted];t use it at all. and I have to return it. I paid two way shipping and they also charged me the restocking fee. and Finally I got nothing but lost over $1500. Second, I tried to put a "product review" on the product, but they remove the review. Last, the returning customer service is very slow with response, I have to push for any further replies, I&[redacted];ll never shop in this website anymore.Desired Settlement: Full refund include shipping

Business

Response:

We sincerely apologize for this customer's negative experience with Global Industrial, and are actively working to correct this complaint. Apparently there was a language barrier/miscommunication when the customer placed their order. The customer ordered the incorrect product; what was ordered will not do what it needs to do. We tried to explain this to the customer but do not believe they understood and still asked to return. The customer needs to be able to pick up pallets. They ordered a fork over unit and that does not pick up pallets; they should have ordered an adjustable straddle unit. The product was returned and the customer was given credit less a refurbish fee. Total credit was $5271 and this was applied back to the customer’s credit card bank on December [redacted]. If there is anything else we can do to accomodate the customer, please don't hesitate to contact us.Sincerely, Carolyn G[redacted]Global Industrial

Review: bad experience we bought Electric pallet jack from Global Industrial electric pallet jack are working on and off 1 month after. It completely stopped 2 months later, we contacted them, I expected replacement or technical support at least. but They delayed this issue for 1 month we emailed so many time, all response was they will arrange conference call with mfr, that arrangement passed 1 months now, we get tired of sending emails, finally they refused to issue RMA Is that 1 year Warranty they are talking about?Desired Settlement: Apology

Business

Response:

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 working. Standard procedures as outlined in the product warranty would be to forward the necessary parts to the end user for repair. In 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]

Consumer

Response:

complaint ID [redacted]

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,

Review: We ordered equipment from Global Industrial Equipment in the middle of June which cost over $2,000. We needed the part to do a very big plumbing project we had scheduled with a hotel. Once we received the part and opened it, it was defected. The customer needed the job done ASAP so we had no choice but to purchase the part somewhere else locally to do the job, even though it was more expensive. We ended up returning the part to Global Industries, which was a hassle since they wanted us to pay for the return shipping, which was going to be expensive since the part weighed about 100 pounds. Finally they agreed to send us shipping labels to return the part. I have been trying to get a response about when we will get the credit issued to our credit card for the past 2 months and can't get a response. I am getting completely ignored! I have been calling their representative Tara M[redacted] and emailing her for the past 2 months and all I've been getting is either "let me follow up on that" with no response to follow or just complete silence. I will never use the company again and don't recommend that anyone deals with them to avoid all the headaches.Desired Settlement: I have been waiting to be issued a credit for the past 2 months. Given that the amount is over $2,000 I would like this to be expedited and refunded to my credit card as soon as possible.

Business

Response:

We are very sorry for the negative experience [redacted] had with Global Industrial. Our customer service did not speak to Julie, but with Igor on September **, and he was advised that credit would be applied back to the customer's credirt card. Since then, the customer was credited the full purchase amount of $2405.41. We hope this resolves the customer's complaint. Thank you,Global Industrial Legal Department

Review: I ordered a Bell & Gossett Circulation Pump, 1/12 HP, for my home boiler. Upon installation and start up the pump was unacceptably loud, leaked oil profusely and screech loudly when the pump shut off at the end of the cycle. I had to remove the pump and install another that I purchased from another supplier at approximately the same price. The latter is functioning flawlessly.

Following this, I contacted Customer Service at [redacted] who said it was a manufacturer's issue and that a representative would contact me in 24 to 48 hours. This did not happen. I recontacted Customer Service by phone and was told the manufacture would send me an email detailing how to return the defective pump. Several weeks went by but still I did not receive the information by email or by telephone.

Subsequently I received a request from [redacted]'s Customer Service asking for a date code on the pump, which I provided. Since then I have heard nothing from the company.

I was careful to make a video of the defective pump in operation. It confirms the noise, the leaking and the screeching sound at the end of the pump cycle. I offered to send CS and the manufacture of the pump of copy of the video but have had no request for it from either.Desired Settlement: I want to return the defective pump for a full refund, including the cost of shipping the pump to me and the cost of returning to either global industries or the manufacturer. I also do not feel a 'restocking' fee should apply since the product is demonstrably defective (video evidence). Thank you.

Business

Response:

Thank you for allowing us to respond to this complaint. Our Customer Service Deprtment has informed me that we picked up the product from the customer on 3/*/15 and delivered it back to our supplier on 3/**/15. We have been in direct contact with the customer to resolve this issue. Thank you,[redacted] for Global Industrial

Consumer

Response:

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 refund. I returned the item but Global did not issue one. The company claims it is up to the manufacturer of the item to initiate a refund process. In short Global will not issue a refund to me unless or until the manufacturer issues one to them. This 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 manufacturer. I did not purchase the item from the manufacture and I notified the seller immediately (within days) when I discovered the pump was defective. I purchased another pump of the same model from a different seller and had it installed. Made by the same manufacturer, the new pump operates as designed. In short, the original pump purchased directly from Global was defective. I 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,

Business

Response:

Dear Revdex.com,I am informed by our customer service department that we credited the customer on March **, 2015. The product that the customer returned as being "defective" needed to be inspected by our vendor before a credit could be issued. We apologize for any inconvendience to the custmer.Sincerely,[redacted] for Global Industrial?

Consumer

Response:

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,

By far the worst experience I have EVER had placing an order for supplies, I placed an order september [redacted], they have still not fulfilled this order of two cabinets and shelves. The shelves came damaged and refused. I was told the replacement for the shelves would be delivered by Dec [redacted]. On that day I called to confirm, and they told me they hoped it would go by jan [redacted] as it was on backorder. One cabinet that was shipped on accident from global Nov **, it is now jan **, is still in my garage, they tell me they are waiting on logistics to schedule a pick up. I have been told several dates in which it will be picked up, when that day comes, I call to confirm, and they tell me it is not scheduled and they are waiting on logistics. I have asked that they use a different carrier, they agree, but continue to use the same carrier. I have cancelled all existing replacement orders and will never purchase anything from this company again, what a terrible experience.

Review: Placed and prepaid an order for 966 standard plastic containers; a standard line of containers that is advertised on the GlobalIndustrial.com website. Global bought the containers from their supplier and made them available to me for shipment. After trying for three days to get Global to provide me with paperwork to ship the goods to my client, (I was shipping the goods internationally which was clearly labelled on my purchase order), I subsequently cancelled the order and requested return authorisation. They have refused my request, despite a clear return policy for these goods. They insist that the order was a 'special' one and that it is not returnable. I have reviewed the quote that Global gave me and there is no mention that this order is a 'special order'.

Compounding this situation is the fact that I have waited for three weeks, since advising them of my intent to return this order, and I still have not received their authorisation to return the merchandise. They simply state that upper management is studying the situation. Naturally I have incurred freight and storage fees for the past three weeks. I have requested, on multiple occasions, a quick resolution to this matter.Desired Settlement: I expect Global Industrial to honor their return policy; return the goods and wire my funds back into my account. I also expect Global Industrial to either reimburse me for the three weeks, (and counting) of accumulated warehousing and handling charges or to waive their 15% restocking fee.

Business

Response:

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,

for

Global Industrial

Review: On 8/**/2015, I purchased 30 trays to use in my student's desks. When the trays finally arrived, the dimensions were incorrect. I contacted customer service and I was told that the dimensions were't too far off. What? I ordered 10 1/2 x 13 x 5 and was sent 9 x 10 x 6 and they were too tall to even fit into the desks. I was then told that I would receive a return slip so they could be shipped back and I could receive a refund. After waiting over a week, I called a second time and I was reassured it would be handled immediately. Once again, I have waited more than a week and I still have received nothing! I need these trays for my fourth graders to stay organized. I paid for them out of my own pocket and feel I have been completely ignored because my order wasn't big enough. These trays were nearly $250 which is a lot when the school pays 0. At this point, I want an immediate refund so I can purchase trays elsewhere and they can send me a return slip at their leisure.Desired Settlement: At this point, I want an immediate refund so I can purchase these trays elsewhere. Then this company can send me a return label at their leisure! I need trays for my students a month ago!

Business

Response:

We are very sorry for the negative experience [redacted] had with Global Industrial. On September **, 2015, our customer service representative emailed [redacted] return paperwork and called her to ensure it was received. [redacted] confirmed she received and understood the return policy and procedure. Once returned, full credit will be issued back to the customer. We hope this issue has been resolved to the customer's full satisfaction. Thank you,Global IndustrialLegal Department