HGR Industrial Surplus, Inc

On Mon, Apr 27, at 12:PM, *** *** *** wrote:We have been in contact with *** *** sales manager of HGRAnd have reached a agreement that is very satisfactory to us on a settlementWe would like to retract our complaint and cancel our bad review on them in its entiratyWe are very pleased with his response and professionalism and concern for our problemAnd his willingness to give customer satisfaction Thank you for your help on this matter *** *** 4/27/ @10:32am

Please see the attached document for our 2nd response to this issue.  Thank you.Jon F[redacted]Sales ManagerHGR Industrial SurplusToll free: (866) 447-7117 x 213Cell: (440) 476-0505Fax: (216) 486-4779j[redacted]@hgrinc.comhttp://www.hgrinc.comWe Buy and Sell Everything!

We have already been in contact with Mr. [redacted], in person today 7/11/16.This issue occurred on Friday 7/8, when Mr. [redacted] purchased an item from HGR on-line.  Unfortunately, the item was mispriced at $99.99, when in fact it should have been listed at $299.99.  This issue does not occur...

frequently, but when it does we typically make every effort to explain the situation to our customer, as mistakes do happen.In this case, we did not do a good job of communicating the issue.  Instead, our salesperson simply cancelled Mr. [redacted]'s order, and let him know that he could not purchase the item at that price, but with no background or explanation.  At that point, and in the heat of the moment, Mr. [redacted] felt compelled to log a complaint with Revdex.com.Mr. [redacted] is indeed a long-time customer, and he would have certainly understood the issue had we communicated properly.  This was proven this morning by Mr. [redacted]'s meeting with our sales manager.  Our sales manager apologized for the lack of communication, and Mr. [redacted] understood the issue.  Mr. [redacted] also stated that he would be contacting the Revdex.com to remove the complaint logged against HGR.Please let me know if this information is sufficient explanation of both the issue and resolution.  Also, please let me know when the complaint has been removed from our account.  Thank you,Ed K[redacted]ControllerHGR Industrial SurplusToll free: (866) 447-7117Tel: (216) 486-4567Cell: (216) 630-0500ek[redacted]@hgrinc.comwww.hgrinc.comWe Buy and Sell Everything!

Revdex.com:
After meeting with HGR's sales manager I understand the fact that mistakes are made and this was not intentional. However, if this pricing error would have been explained BEFORE accepting an order for the item we would not have had a problem.  I think an organization as large as HGR would have the resources to review the pricing on items before they go public on the website.  I also feel they should be responsible for their mistakes and not put their customers through the frustration of having an order cancelled and then later told I have to pay 3 times the price if I still want to purchase the item. The item wasn't that important to me, and in  my opinion is not worth anything near the new "correct" price.  I just hope in the future HGR is more careful in the pricing of items to avoid situations such as this.
Regards,
[redacted]

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have attached pictures of the broken parts. There is more but put in the main ines. I also attached pictures of the pallet the way it was received. NO outside damage to speak of. How does shipping damage the inside of a package without damaging the outside first? It doesn't!  Also when I asked that it be prepared for shipping I requested that it be put on it side. They did not listen to my request. In turn prolonging shipment as explained in first complaint. I have shipped many items large and small and know the difference between shipment damage and damage done at time of prep. I believe their prep department was upset that it was not prepared correctly the first time and if you could see the pallet you can tell the equipment was dropped down onto the pallet as there are divots or dents in the pallet as to were it landed from standing up. Once again there was NO OUTSIDE DAMAGE to packaging. I did inspect the outside before unloading. It was only visible once close to outside as I was about to take off the packaging that you could see the detail of the damage. I contacted the company and they instantly wanted to blame the trucking company. I am not sure how it would have been damaged in shipping when it was also strapped down inside of the trailer. As for them reaching out to me to try resolve this, that has yet to be seen! This company to me lacks integrity. They are out for the almighty dollar and don't care how they get it. Once an item is paid for it goes through its chain of stages and there is somebody to who doesn't like their job and does not care. Our company will fix it. I am also sure we will pay for it ourselves because this company only wants to push blame onto anybody but themselves! Definitely no integrity!From the beginning I asked what their suggestion would be to clear this matter up and they would not even give one. They just wanted to push blame onto others. Best words that come to mind are weasels!  I would like to get half my money back from the total price of the tumbler and shipping cost together as the trucking company had to go back 3 times to get it and it still was not put on the pallet as I described to be done. To which they will say could not be done that way but yes it could have with some thought process and experienced preparing people. Regards,
[redacted]

To whom it may concern: HGR Industrial Surplus has bought and resold used industrial equipment for the last 19 years. We stand by products with a 30 day return policy from the date of invoice. We have no problem admitting when we are at fault for damaging items, or negligent in any way. We do this knowing that honesty and integrity go a long way in gaining respect and trust from our customers. HGR Industrial Surplus has continued to be in contact with [redacted] since the beginning of our business interaction. HGR has asked several times what [redacted] is requesting from HGR and have not received an answer. We are doing everything within our power to help and assist [redacted]. The item [redacted] purchased left HGR intact and properly secured. HGR believes this was damaged by either the third party [redacted] during transit, or after the product was received by [redacted]. We still would like the opportunity to see if we can be of assistance in helping the customer. The complaint filed with the Revdex.com is the first time [redacted] has stated what she would like from HGR when she stated that HGR should pay “the extra shipping cost and also the repairs we will have to make to the machine.” We will reach out to her and see if she can provide HGR with a total value she is looking to receive since there has been no value provided. Here are the details of this issue from HGR’s perspective. [redacted] purchased a tumbler from us through eBay on February 3, 2017. HGR was informed on March 22, 2017 (day 47) [redacted] needed the product prepared on a pallet for shipment. Our handling fee was paid on March 24, 2017, and then the product was prepared on March 29th. HGR emailed [redacted] the dimensions and weight of the product on a custom built, hardwood pallet, 81” long x 42” wide x 104” tall, 1380 pounds. [redacted] selected her own carrier, [redacted], and they attempted a pick up that same day. Unfortunately [redacted] came in with the wrong equipment, standard trailer door heights are 110”, and theirs was under 100”. Instead of requesting the correct equipment or another carrier, [redacted] instructed HGR to lay the product down to reduce the height against HGR’s better judgement. HGR complied and we built another custom pallet at no additional costs, 102” long x 74” wide x 47” tall, 1592 pounds. It was heavier due to the extra length required on the new custom built hardwood pallet. This was picked up finally on April 4, 2017. On April 12, 2017, the freight was delivered, signed, free and clear of damages at 1:03pm. Later that day, 2:54pm, HGR received an email from [redacted] stating that the item was damaged. HGR called immediately to find out more details and also responded by email (3:04pm), requesting more pictures of the damage so we can evaluate and come up with a solution. HGR does a quality control inspection prior to releasing the product to the carrier. This involves our manager evaluating the finished product from our prep department, the pallet integrity, proper banding, proper stretch wrapping, labels and finally pictures taken. HGR is confident that the product is in the same condition prior to shipping it out since we do have many sets of eyes on the product at this stage, not to mention photos. As mentioned before, we have been in the used industrial equipment business for 19 years. We have had very many negative experiences with [redacted] and specifically name them on our eBay listings as a freight company we do NOT recommend and to use them at the customer’s own risk. We state: “We (HGR) are not responsible for re-rates or damages caused by carriers.” We go on to specifically give instructions on how to receive the freight: ** Prior to signing any paperwork, ie a BOL, it is the buyer’s responsibility to inspect all freight for damages. In the event you determine anything is damaged, you have two options – 1.) Sign the BOL as DAMAGED and Deny the freight and it will be returned to HGR for a refund minus freight costs, or 2.)Sign the BOL as damaged, and accept that the carrier is only liable for 10 cents per pound and that will be the MAX you will receive back. In either case, please take as many pictures of the damages as possible and make notes of the damages. HGR is not liable for any damages caused by carriers. ** In conclusion, HGR will reach out to [redacted] and try to resolve this issue. HGR is dedicated to making sure our customers are satisfied with their purchases and try to support them in every way possible to help them even with issues that we are not liable or responsible for. If any new information arises, we will keep the Revdex.com up to date. Thank you for the opportunity to discuss this customer complaint. If you should have any follow up questions, you may reach our sales manager Jon F[redacted] on his cell 440-476-0505, or at our main number, 216-486-4567 x 213. Jon F[redacted] Sales Manager HGR Industrial Surplus Toll free: (866) 447-7117 x 213 Cell: (440) 476-0505 Fax: (216) 486-4779 jf[redacted]@hgrinc.com http://www.hgrinc.com We Buy and Sell Everything!  *complaint response addendumEd K[redacted] From: Jon F[redacted] Sent: April 27, 2017 6:55 AM To: Ed K[redacted] Cc: Doug C[redacted] Subject: FW: HGR - tumbler Feel free to send this to the Revdex.com — showing that I did in fact reach out to her and she didn't respond and lied to the Revdex.com about it. Jon From: [redacted] [mailto:[redacted]_e[redacted]@ymail.com] Sent: Wednesday, April 26, 2017 6:26 PM To: Jon F[redacted] <JF[redacted]@hgrinc.com> Subject: Re: HGR - tumbler John, The reason behind not getting back to you is because I am tired of hearing it was the trucking companies fault. Ones that think they are so high and mighty fall hard! I have been and still in the shipping business and I am very aware of what can happen, but when a piece of equipment is strapped inside of a truck it didn't happen there! So do what you may because I will never look to your company for equipment again as that is your loss for I am in a company that is growing fast. I look at your outfit or personal as a joke. They don't care about their jobs, it's just a paycheck to them. Where I take pride in what I do and when I package things for my customers. I am just (many words that I will not write because I'm a professional person) very upset. That is the nicest way I can put it. I am also a very BUSY person trying to juggle 3 companies so excuse me if I don't respond asap to you. [redacted] Sent from my iPhone On Apr 26, 2017, at 10:40 AM, Jon F[redacted] <JF[redacted]@hgrinc.com> wrote: [redacted], My name is Jon, I'm the sales manager with HGR. Can you please confirm your phone number, I called and left a voicemail but didn't hear back. I'd like to talk to you about a tumbler that you purchased and it was damaged. Please give me a call, 440-476-0505. Thanks, Jon Jon F[redacted]

[redacted]9:00 AM  Response: This new customer contacted HGR to purchase a CNC lathe.  Our salesperson, per the customer’s request, took pictures of the lathe and sent them to the customer for review.  At that time, our salesperson also mentioned that...

this lathe had been in HGR’s inventory for some time, and by physical appearance alone may need some additional investment to make it operational.  Our salesperson also reviewed HGR’s sales and return policy with the customer, which is a 30-day money back guarantee, excluding freight costs.  This guarantee is also clearly printed in a ‘PEACE-OF-MIND *GUARANTEE* block in the bottom right section of our invoice.  The customer fully understood this return policy pre-sale. This guarantee has been in place since HGR opened in 1998.  HGR buys and sells used industrial machinery and equipment ‘as is’, and as a result we do not warrant anything we sell.  Therefore, we would not have known if the piece the customer purchased was in working condition, missing parts, etc. – we do not have that knowledge.  Our 30-day money back guarantee is one of the reasons that HGR has been a successful business over the past 15 years.  Our salesperson’s comment to the customer about the condition of the lathe was meant to alert the customer to its condition based on physical appearance only, and not its working condition.  The customer committed to purchase the lathe and we wrote the sales order on 2/13/15, and the customer was told that the 30-day return policy began on the order date.  However, we did not receive payment from the customer until 15 days later, Saturday 2/28/15.  The payment began the shipping scheduling process, which was made more complex because the customer later told us that we were to ship to a residential address.  The lathe was shipped on 3/6/14. After shipment was made by HGR and delivery was taken by the customer, we had no contact with the customer until our salesperson made a courtesy follow-up call on 4/13/15.  This follow-up call is standard procedure for new customers.  It was at that time that the customer stated that the lathe was ‘gutted’, and not worth investing additional funds to get it working condition.  Our salesperson asked why the customer did not contact us about this issue, and was told that he felt it would be wasted effort given that the 30-day return period had passed.  The salesperson discussed this issue with his manager, and in the end we were unable to offer a refund for the lathe.  We did, however, offer the customer a discount on a future purchase. We frequently work with customers that have refund issues outside of the 30-day window, as long as we know there is an issue within the 30-day window.  In the case of this customer, we were well past this window.  Given this complaint, however, we will contact this customer in an effort to reach a fair resolution.[redacted]ControllerHGR Industrial SurplusToll free: (866) [redacted]Tel: (216) [redacted]Cell: (216) [redacted]www.hgrinc.comWe Buy and Sell Everything!

Please see the attached document for our response to this issue.  Thank you.Jon F[redacted]Sales ManagerHGR Industrial SurplusToll free: (866) 447-7117 x 213Cell: (440) 476-0505Fax: (216) [email protected]://www.hgrinc.comWe Buy and Sell Everything!