Loctote Industrial Bag Reviews (%countItem)
Loctote Industrial Bag Rating
Address: 118 E Main St, New Albany, Ohio, United States, 43054-9143
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Address: 118 E Main St, New Albany, Ohio, United States, 43054-9143
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Add contact information for Loctote Industrial Bag
On Sunday December 15, 2019 I purchased 4 bags from Loctote for holiday gifts. After I received, I realized I would only need 3 of the bags. I reached out to Loctote to determine how to return the 4th bag. On January 6, 2020 I mailed the brand new, unopened bag to the address Loctote provided for returns. 188 Commerce Blvd, Johnstown, OH 43031. The bag was received by Loctote on January 8, 2020 via USPS Tracking #(can be provided). Note: I tried to insert the tracking number here but I think the system thought it was a credit card # and would not allow me to submit the form with the number on here.
I have sent email requests to Loctote support on January 18 and 26, as well as *** messages on February 1, 6 and 13. Aside from a reply to a *** message with an apology and a promise for resolution within 48 hours (that was on February 3), I have not received any updates and have not received any refunds. This is the first time I have ever had to reach outside of an organization to resolve a service issue. I feel I have done all I can and with the complete lack of service, I am hoping the Revdex.com can assist me in getting this issue resolved.
Hi there,
Apologies for the missed call as in late 2019 *** has sold his business to us.
If there's any processes that we should follow to ensure that we are properly registered with the Revdex.com, please do let us know and we would be more than happy to make any necessary changes.
In regards to this complaint, we can indeed confirm that the refund was sent to the client. Due to this business transition, the original *** linked to our *** had shut down and we therefore sent direct *** deposits to those affected. An email was also sent out explaining the situation.
Although there was a transition period and the customer service was not up to par due to team changes and process implementations, I can confirm that we sent a refund on February 17th and exchanged emails with the client (see screenshots attached).
We have done everything in our power to remediate the situation with this client.
Let us know if you need any further information.
Best,
LOCTOTE Team
In December 2019, I purchased two "Loctote" industrial bags. My order number is written "***" in one place and "***" in another, so I'm not sure which is correct.
The bags looked pretty good, though not as sturdy as they appeared online. I decided to give one of them a try and found the locking mechanism very stiff. The amount of time it took to use (due to the stiffness of the lock) made the bags virtually useless. I reached out to Loctote via email, via their "contact us" button on their website, via Instagram, via Facebook Messenger, and have attempted to "Chat Now" via the online chat feature on their website, but it is always "offline." I have had no response from Loctote.
website only includes emailing customer service for product support. Have not received response back after two weeks of emailing and leaving vm. No direct customer service number to call. No support for defective product.
Hello,After looking into this on our end, it appears that we received an email through our customer service app from Ms. on 4/3 that she was unable to open her padlock. That was the first day our one full-time customer service person was on his two week vacation. As a result, somehow her message slipped through the cracks in the transition to the temporary person. On 4/11 someone from Loctote responded via email with troubleshooting instructions. We never heard from Ms *** other than the one email, so we assumed it was resolved. I am making no excuses for my company. The turnaround time for responding from 4/3 to 4/11 is not acceptable. We are more than happy to provide a replacement lock at no cost to Ms ***. We would have done this from the start, if we had received further communications from Ms *** that her lock was inoperable. The new lock is being sent out today.Sincerely,Don
Complaint: ***
I am rejecting this response because:
The replacement lock DOES NOT ALLOW USE OF EXISTING BAG. FOLLOW UP INSTUCTIONS PER 4/11 EMAIL DOES NOT WORK! ORIGINAL LOCK MUST BE REMOVED AND REPLACED AND NO INSTRUCTIONS HAVE WORKED. NEW BAG REPLACEMENT ONLY ACCEPTABLE RESOLUTION. LONG DISTANCE CHARGES PAID FOR TRYING TO CONTACT CUSTOMER SUPPORT WHILE OVERSEAS OVER TWO WEEK PERIOD WITH NO RESPONSE. REPLACEMENT PRODUCT(S) AND ADDITIONAL BACK UP LOCKS NEED TO BE SUPPLIED.
Regards
Hello,We are doing our best to accommodate Ms. and we understand her frustration. On 4/18/2019 I sent her the following email. I have not received these items from her(via email is fine, of course). We are waiting on them in order to move forward.Sincerely,Don HDear ***I have instructed my team to send you a new bag and provide a credit for your trouble. I will need the following from you.1) Please send me a photo of your bag. We have produced several different generations of the grey Flak Sack II, and I want to make sure that we send you the correct one.2) Please send me your original order number, or order email address address, or order name, so that I may find your order to apply a credit to the original form of payment.Sincerely,Don HDONALD H——————————————————————————————FOUNDER / CEO | LOCTOTE INDUSTRIAL BAG COMPANY——————————————————————————————
Complaint: ***
I am rejecting this response because:
The business has asked for pictures of product and we have spent considerable amount of tine going back and forth on a resolution. We do not want to spend more time looking into credit card statements for them to issue a replacement and refund. They should send one out and a refund check fir original amount without further delay.