Johnson's Home Maintenance, LLC

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 have received invoices adn until they are both resolved then I will be content
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are very sorry to hear that *** *** was dissatisfied with her purchaseA few weeks back, we sent her parts and followed up to ensure she received themWhen our customer service department reached out her, she claimed that she was missing additional parts that she had not disclosed
previously and in the middle of the conversation she hung up on usThis is her third complaint with Global Industrial since SeptemberWe have attempted to assist the customer each time and each time the customer’s desired settlement has been unreasonable and it does not fall within our company policy Since the last complaint, there were several replacements processed and shipped to this customerWe believe the customer to be satisfied at this time as we have not heard back since last communication If there’s any way we can further assist her, we would be happy to do so. Thank you,Legal Department

We sincerely apologize to *** *** for the negative experience she had with this transaction. According to our records, Order *** was placed on our website; the customer did select inside delivery at time of order however this is only over the threshold hold, and is advertised as
suchWhen the customer places an order and gets to the shipping section there are specific details as to what is covered for each additional serviceDelivery to the *** floor of a building is beyond the simple threshold standards of inside delivery.As the delivery was not able to be made, Global Industrial is making arrangements to have the order returned and the customer will be given full credit upon return. Global Industrial has a longstanding service commitment to our customers and their satisfaction is very important to us. We hope this resolves your concerns. Best regards,Global Industrial/SystemaxLegal Department

We apologize for the inconvenience this issue may have caused. According to our customer service department, the initial order was returned and creditedThe second order is in the process of being creditedIf credit is not received within one week, please contact us immediately
Thank you.Legal Department

We sincerely apologize for this customer's negative experience with Global Industrial, and are actively working to correct this complaint. Certain routine procedures and guidelines are set forth in our customer service department We are a large supplier of many industrial products
Specific products are backed by a warranty offered by the supplier or the manufacture of that item. When issues arise, the supplier or manufacturer warranties would apply; as was this case
When the customer initially notified us, we went back to the manufacture and they asked for specific information such as the customer’s application as well as digital pictures of the unit. This information was provided to the manufacturer and after review of this information the manufacturer deemed that this product was not defective but that the product had been used in a manner in which it was not intended. The crusher is intended to crush standard gallon steel pails and smaller and it appears that the customer tried to crush heavy duty steel drum(s) thus damaging the crusher
As this was found not to be a defect, it is not covered under the manufacturer's warranty therefore our request for return was denied
Sincerely, Carolyn G***Global Industrial

We sincerely apologize for any inconvenience caused to the customerWe are currently working with the customer to obtain pictures so that we can review the issue at handWe should have an update shortly

We would like to apologize to the customer for the issues experienced with Global IndustrialUnfortunately, the transportation carrier misplaced the shipmentOn 7/** said shipment was located and returned to Global Industrial. As per the customer's request, on 7/** we went forward and
refunded her the $2,715.80. We reached out to the customer and her updated her accordinglyAgain, we apologize our communications fell short on this issue

While we understand the customer's displeasure, and are trying to make this right, there is nothing more we can do until the item is in the possession of ***. We ask that the customer kindly ship the item back with the *** call tag provided. Once we can see that *** has the item in their possession, we will issue a credit back to the customer. Typically credit is not issued until our receiving warehouse has received and inspected the return; in this case we are willing to issue a credit once the product is no longer in the customer’s possession. We are not asking the customer pay return freight or telling the customer that he will not get a full refund. We are asking him to return the product. Once the item is picked up by ***, the customer will be refunded for the full purchase amount. Sincerely, Carolyn G***Global Industrial

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 and the matter has been resolvedThank you for getting this resolved.
Sincerely,
*** ***

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 $and this was applied back to the customer’s credit card bank on December ***. If there is anything else we can do to accomodate the customer, please don't hesitate to contact us.Sincerely, Carolyn G***Global Industrial

The customer was refunded $on August **, to his credit card used at the time of purchase. Thank you for your patience

We sincerely apologize for any inconvenience caused to the customerCredit was issued on August **, via *** *** as it was the form of paymentThank you for your patience during this process

Dear *** ***,We are very sorry to hear that you had a negative experience with our CompanyWe are looking into this complaint and hope to have a resolution shortlyThank you so much for your patience.Global IndustrialLegal Department

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 and the matter has been resolved
Sincerely,
*** ***

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:
Global Industrial should be aware at this point that this was an unordered delivery. Legally, the refund I am due is not contingent on the return. They have already sent me an additional invoice for the shipping and their return policy states that restocking fees may apply. I am unwilling to return the chair only to find out that I have to fight this battle all over again for other charges based on their treating this as a return. Nor am I willing to give up my legal rights for the sake of their procedures. The mistake was theirs. I believe the correct thing to do from both a legal and ethical perspective is to refund the money that my account was charged and confirm in writing that there will be no additional charges
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We
sincerely apologize for this customer's negative experience with Global
Industrial, and are actively working to correct this complaint. This order was credited in full on March **, 2016. Please reference credit memo *** in the amount of $936.38. The credit was applied
back to the customer's credit card bank on March **, 2016. If there is anything else we can do to accommodate the customer, please don't hesitate to contact us again. Sincerely, Carolyn G***Global Industrial

Please ask the customer to clarify which Global Industrial ORDER this specific complaint is for

We regret any inconvenience the customer has experienced with Global Industrial due to his recent purchase As such, a replacement was processed on July *** and shipped on July ***The customer was contacted on July *** to let him know that we were processing a replacement as he had
requested

The customer has already received free freight on the item. We are willing to offer the customer a $discount. Sincerely, Carolyn G***
Global Industrial

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 and the matter has been resolved
Sincerely,
*** ***