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HGR Industrial Surplus

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HGR Industrial Surplus Reviews (3)

[redacted] 9: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 [redacted] block in the bottom right section of our invoice The customer fully understood this return policy pre-saleThis guarantee has been in place since HGR opened in 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 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 days later, Saturday 2/28/ 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/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 follcall on 4/13/ This follcall 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 purchaseWe 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!

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 partsThere is more but put in the main inesI also attached pictures of the pallet the way it was receivedNO outside damage to speak ofHow 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 sideThey did not listen to my requestIn turn prolonging shipment as explained in first complaintI have shipped many items large and small and know the difference between shipment damage and damage done at time of prepI 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 upOnce again there was NO OUTSIDE DAMAGE to packagingI did inspect the outside before unloadingIt was only visible once close to outside as I was about to take off the packaging that you could see the detail of the damageI contacted the company and they instantly wanted to blame the trucking companyI am not sure how it would have been damaged in shipping when it was also strapped down inside of the trailerAs for them reaching out to me to try resolve this, that has yet to be seen! This company to me lacks integrityThey are out for the almighty dollar and don't care how they get itOnce 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 careOur company will fix itI 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 oneThey just wanted to push blame onto othersBest 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 times to get it and it still was not put on the pallet as I described to be doneTo which they will say could not be done that way but yes it could have with some thought process and experienced preparing peopleRegards, [redacted] After meeting with HGR's sales manager I understand the fact that mistakes are made and this was not intentionalHowever, 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 times the price if I still want to purchase the itemThe 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]

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