Hoppe North America Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
^^^^However, HOPPE's attitude is not acceptable and I recommend they review their customer retention policiesThe product mentioned was not scrappedThey refinished it and sent it back out for saleI will not be a returning customer and I will pass along the poor experience I have had to deal with from not only ***, but also HOPPE

We do acknowledge being aware of this situation. However, Mr. [redacted] is not a customer of HOPPE North America, nor did any HOPPE personnel correspond directly with Mr. [redacted]. Our correspondence in this matter was with our customer Builders Lock and Hardware, specifically [redacted]. Our...

understanding of the situation is as follows... Builders Lock received the product as ordered, which turned out to not be what the customer (Mr. [redacted]) wanted. We agreed to accept the return and issue credit if the product was in salable condition. RMA#8274302 was issued to Builders Lock on 9-24-14. When the product was returned it was improperly packaged, causing scratches and making it impossible for us to restock. Credit to Builders Lock was denied on 11-1-14 due to improper packaging. The customer later demanded to have the product returned to them, but due to the time lag, the product had been scrapped. In order to make amends, HOPPE agreed to issue credit, less 15% for handling. Builders Lock agreed. A copy of the credit memo dated 1/22/2015 is attached. Whether or not Builders Lock passed on credit to his customer is unknown to us. We believe HOPPE went above what would be required by issuing credit for damaged product in order to assist our customer and come to a resolution.

Review: June 2014 I sent a request to HOPPE for replacement door handle hardware by following their replacement guidelines (online tool, including photos and measurements). That led me to be in contact with a sales rep and an additional distribution rep. Each helped me further identify and confirm the hardware needed. I received the hardware--I advised it did not fit, but did not receive a response for a week so I tried fitting it by adapting the pre-drilled holes to the wrong hardware. It didn't work--recontact both reps. Receive the correct hardware after sending more photos in addition to the ones I sent before. Easy mistake for all parties. Request a return on the wrong set. Takes a month for approval (these are over $200 a set). Send it back in same shipping materials. It gets damaged in transit, I accept responsibility, but kindly request that I receive a partial refund (cosmetic damage) or the hardware back. It's now January 2015 and I have yet to receive the hardware I paid for or a partial refund. I think the responsibility of these mishaps should be shared between all parties, after all I should have never received the wrong hardware from the start, particularly since I provided ample dimensions, pictures, and descriptions which passed through at least 3 peoples hands. Furthermore, since the damage described is cosmetic the actual hardware can be refinished and put back in circulation. Considering this, I believe I am entitled to a partial refund. I spent months trying to work with Builder's Lock and Hardware (middleman in North Attleborough, MA), but they have ignored all forms of communication including formal complaints through the local Revdex.com. I have spent months working with all three parties trying to seek a resolution. (June-January). At this point I am very frustrated and dissappointed that I must involve an additional party to try to remedy this situation..I siomply cannot afford to not get some sort of monetary refund (at this point total hardware costs is more than a new door). Thank youDesired Settlement: I wish to receive a partial refund to help mitigate this costly error due to poor customer service (they should have identified the correct hardware from the start).

Business

Response:

We do acknowledge being aware of this situation. However, Mr. [redacted] is not a customer of HOPPE North America, nor did any HOPPE personnel correspond directly with Mr. [redacted]. Our correspondence in this matter was with our customer Builders Lock and Hardware, specifically [redacted]. Our understanding of the situation is as follows... Builders Lock received the product as ordered, which turned out to not be what the customer (Mr. [redacted]) wanted. We agreed to accept the return and issue credit if the product was in salable condition. RMA#8274302 was issued to Builders Lock on 9-24-14. When the product was returned it was improperly packaged, causing scratches and making it impossible for us to restock. Credit to Builders Lock was denied on 11-1-14 due to improper packaging. The customer later demanded to have the product returned to them, but due to the time lag, the product had been scrapped. In order to make amends, HOPPE agreed to issue credit, less 15% for handling. Builders Lock agreed. A copy of the credit memo dated 1/22/2015 is attached. Whether or not Builders Lock passed on credit to his customer is unknown to us. We believe HOPPE went above what would be required by issuing credit for damaged product in order to assist our customer and come to a resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.