Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ While we regret that Ms [redacted] received our product with damaged and missing parts, it is our practice to ask the consumer to return the entire grill for full credit at the retailer when the cost of parts and cost of shipping would exceed the value of the grillIt is my understanding that the grill was purchased online via thehomedepot.com so Ms [redacted] should be able to return the unit to the nearest store for full credit
Initial Business Response /* (1000, 9, 2016/07/05) */
Contact Name and Title: *** *** - President
Contact Email: ***@olp-inc.com
I am truly sorry for the less than acceptable experience you have had with our grillAlthough I cannot replace the exact model as we do not stock it
in our warehouse, I would be happy to send you our model as a replacementThe model is slightly larger than the HC4518L and actually has a few more features as wellI have attached a couple of links below so you can view the grill and decide if this would be an acceptable replacement https://www.amazon.com/s/ref=nb_sb_noss_2?url=search-alias%3Daps&field-keywords=...⇄ />
http://www.homedepot.com/p/Smoke-Hollow-Deluxe-3-Burner-Combination-BBQ-Propane-...⇄ />
Please take a look at this grill and then let me know if you would like for us to ship one to you
Regards,
*** *** - President
Outdoor Leisure Products, Inc
Initial Consumer Rebuttal /* (3000, 11, 2016/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed a complaint with not only your company but with Sears as wellSears responded quicker than you did and sent a replacement grill fully assembledEven though we have received a new grill, I would like to state my total dissatisfaction with not only your company but the overall experienceI do not believe in taking advantage of people and believe in being honestTherefore, I will not take a grill from this company even though people have advised to do so because of the horrible experienceThis company needs to work on not only customer service but needs to work on creating a quality product
Final Business Response /* (4000, 13, 2016/07/14) */
Since our response and offer was not accepted by the consumer, and they have already received a replacement grill from the retailer, I am not sure what we can do at this point other than offer our apology againWe are truly sorry for the inconvenience and bad experience you had with our productI have addressed the issue with our customer service team and manager to ensure we make the necessary quality improvements in both the product and the consumer experience when calls are received
Sincerely,
*** *** - President
Outdoor Leisure Products, Inc
Final Consumer Response /* (2000, 15, 2016/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/06) */
Mr. [redacted],
Our customer service line is staffed Monday through Friday from 8:30 am to 4:30 pm central time. We [redacted] gladly send replacement parts to you but in order to do this we must know your model number. Also, there are times when...
the issue you are experiencing is not caused by the burner or hose, valve, & regulator assembly, but rather it is a problem within the LP cylinder, which is out of our control. Please call customer service at X-XXX-XXX-XXXX between the hours listed above and they [redacted] try to diagnose the problem and resolve the issue.
Best regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Our customer service line is staffed Monday through Friday from 8:30 am to 4:30 pm central time."
After the first call, which was a desperation call on saturday, when most of your customers smoke and would run into trouble, I called many times within the hours you listed. There was no way to leave a message even though you did not answer.
Your response does not explain why there is no email for those situations.
Is it your intention for us to give up and go away?
We [redacted], after complaining to sams and walmart and any other company you sell to. Poor customer service is the way to oblivion, unless you are buying small companies for a tax writeoff instead of buying them for profit and a concern for consumers.
" We [redacted] gladly send replacement parts to you but in order to do this we must know your model number."
I don't understand how this is going to fix a design flaw, such as only 5" of burner having holes in it. Is it possible the holes are not large enough? is that why Bass Pro doesn't carry smoke hollow products? Because of design?
Model [redacted]
This model is not sold by sam's this year. Is that because of complaints?
" Also, there are times when the issue you are experiencing is not caused by the burner or hose, valve, & regulator assembly, but rather it is a problem within the LP cylinder, which is out of our control."
If you are talking about purging. Before first use
here in Mississippi they must purge a cylinder before first use. i'm sure they do in Missouri as well. I am not sure what they do in there New York. In any case the ratio of air to fuel would be near zero after a few uses. There is no problem at all with my grill. How do you explain the problem with your smoker if the cylinder works flawlessly with my grill.
" Please call customer service at X-XXX-XXX-XXXX between the hours listed above and they [redacted] try to diagnose the problem and resolve the issue."
The recording can not do anything like that.
Final Business Response /* (4000, 11, 2016/04/15) */
A new hose, valve, and regulator, along with a different style burner, [redacted] be shipped to the address provided by the consumer upon receipt of the consumer's acceptance of this resolution.
Initial Business Response /* (1000, 5, 2015/08/10) */
While we regret that Ms. [redacted] received our product with damaged and missing parts, it is our practice to ask the consumer to return the entire grill for full credit at the retailer when the cost of parts and cost of shipping would...
exceed the value of the grill. It is my understanding that the grill was purchased online via thehomedepot.com so Ms. [redacted] should be able to return the unit to the nearest store for full credit.
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ While we regret that Ms [redacted] received our product with damaged and missing parts, it is our practice to ask the consumer to return the entire grill for full credit at the retailer when the cost of parts and cost of shipping would exceed the value of the grillIt is my understanding that the grill was purchased online via thehomedepot.com so Ms [redacted] should be able to return the unit to the nearest store for full credit
Initial Business Response /* (1000, 9, 2016/07/05) */
Contact Name and Title: *** *** - President
Contact Email: ***@olp-inc.com
I am truly sorry for the less than acceptable experience you have had with our grillAlthough I cannot replace the exact model as we do not stock it
in our warehouse, I would be happy to send you our model as a replacementThe model is slightly larger than the HC4518L and actually has a few more features as wellI have attached a couple of links below so you can view the grill and decide if this would be an acceptable replacement
https://www.amazon.com/s/ref=nb_sb_noss_2?url=search-alias%3Daps&field-keywords=...⇄ /> http://www.homedepot.com/p/Smoke-Hollow-Deluxe-3-Burner-Combination-BBQ-Propane-...⇄ /> Please take a look at this grill and then let me know if you would like for us to ship one to you
Regards,
*** *** - President
Outdoor Leisure Products, Inc
Initial Consumer Rebuttal /* (3000, 11, 2016/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed a complaint with not only your company but with Sears as wellSears responded quicker than you did and sent a replacement grill fully assembledEven though we have received a new grill, I would like to state my total dissatisfaction with not only your company but the overall experienceI do not believe in taking advantage of people and believe in being honestTherefore, I will not take a grill from this company even though people have advised to do so because of the horrible experienceThis company needs to work on not only customer service but needs to work on creating a quality product
Final Business Response /* (4000, 13, 2016/07/14) */
Since our response and offer was not accepted by the consumer, and they have already received a replacement grill from the retailer, I am not sure what we can do at this point other than offer our apology againWe are truly sorry for the inconvenience and bad experience you had with our productI have addressed the issue with our customer service team and manager to ensure we make the necessary quality improvements in both the product and the consumer experience when calls are received
Sincerely,
*** *** - President
Outdoor Leisure Products, Inc
Final Consumer Response /* (2000, 15, 2016/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/04/06) */
Mr. [redacted],
Our customer service line is staffed Monday through Friday from 8:30 am to 4:30 pm central time. We [redacted] gladly send replacement parts to you but in order to do this we must know your model number. Also, there are times when...
the issue you are experiencing is not caused by the burner or hose, valve, & regulator assembly, but rather it is a problem within the LP cylinder, which is out of our control. Please call customer service at X-XXX-XXX-XXXX between the hours listed above and they [redacted] try to diagnose the problem and resolve the issue.
Best regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Our customer service line is staffed Monday through Friday from 8:30 am to 4:30 pm central time."
After the first call, which was a desperation call on saturday, when most of your customers smoke and would run into trouble, I called many times within the hours you listed. There was no way to leave a message even though you did not answer.
Your response does not explain why there is no email for those situations.
Is it your intention for us to give up and go away?
We [redacted], after complaining to sams and walmart and any other company you sell to. Poor customer service is the way to oblivion, unless you are buying small companies for a tax writeoff instead of buying them for profit and a concern for consumers.
" We [redacted] gladly send replacement parts to you but in order to do this we must know your model number."
I don't understand how this is going to fix a design flaw, such as only 5" of burner having holes in it. Is it possible the holes are not large enough? is that why Bass Pro doesn't carry smoke hollow products? Because of design?
Model [redacted]
This model is not sold by sam's this year. Is that because of complaints?
" Also, there are times when the issue you are experiencing is not caused by the burner or hose, valve, & regulator assembly, but rather it is a problem within the LP cylinder, which is out of our control."
If you are talking about purging. Before first use
here in Mississippi they must purge a cylinder before first use. i'm sure they do in Missouri as well. I am not sure what they do in there New York. In any case the ratio of air to fuel would be near zero after a few uses. There is no problem at all with my grill. How do you explain the problem with your smoker if the cylinder works flawlessly with my grill.
" Please call customer service at X-XXX-XXX-XXXX between the hours listed above and they [redacted] try to diagnose the problem and resolve the issue."
The recording can not do anything like that.
Final Business Response /* (4000, 11, 2016/04/15) */
A new hose, valve, and regulator, along with a different style burner, [redacted] be shipped to the address provided by the consumer upon receipt of the consumer's acceptance of this resolution.
Initial Business Response /* (1000, 5, 2015/08/10) */
While we regret that Ms. [redacted] received our product with damaged and missing parts, it is our practice to ask the consumer to return the entire grill for full credit at the retailer when the cost of parts and cost of shipping would...
exceed the value of the grill. It is my understanding that the grill was purchased online via thehomedepot.com so Ms. [redacted] should be able to return the unit to the nearest store for full credit.