National Tool Grinding, Inc

Dear ***,My name is *** *** with ** *** and I received a letter regarding a customer's complaint.The customer is stating that the netting is short after it was already installed and we are willing to issue a refund after we receive the product backIt is not right that he gets to keep
the product and be refundedHe is using the product and if it was not right, why won't he send it back? It's basically stealing if he gets refunded for something that he is already using.All we are asking for is the product be returned in new condition, which is only fair to our companyIf the product is not returned, then he is responsible for payment.Furthermore, if this product is short, why is it that he has the ability to use it?Regards, *** ** ***National Tool Grinding, Inc.Account Executive *** *** ***
***
*** *** ***
*** ** ***
***

The customer had placed a custom order on the website for netting that is 81 inches wide x 10 feet long and that is what she received. On our website, you have to choose the width (either 81 inches  or 162 inches) and then you have to physically type in the feet that you want. Since this...

item was a custom cut, we do not accept returns. If the customer needed 54 feet, then she needed to type that in for the length. I'm not understanding why she thought she would received 54 feet when she only ordered 10 feet? Before the order is even placed, the customer has opportunities to review the order before they submit it. Attached is a copy of her order and also, I included the webpage where you can order the netting.

Revdex.com:
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.
your view on the matter.]
Regards,
[redacted]

Review: They are basically unethical. I ordered a netting 14 feet x 72 feet and paid them $1350 . When my contractor put up the netting, it was short about 5 feet. There were no specific instructions in the netting box. [redacted] blamed the contractor. (This first contractor expense is my obligation, and has nothing to do with [redacted]). I paid the contractor an extra $700 extra to re-put up the netting to [redacted]'s exact requirements. It was still short a few feet. [redacted], asked for proof, and I took an afternoon and sent photographs with a tape measure. [redacted] offered nothing, not even a small 5 foot section of netting to finish the project. I opened a billing dispute on VISA, that lasted 8 months. With each reply and response the funds would switch sides. Ultimately [redacted] asked me to mail them the netting, knowing there is a proviso with VISA that if a product isn't returned, the merchant keeps all the funds. To pay someone to take down the netting from its structure would cost $700. Essentially they were asking me to spend an extra $1400 ($700 to put the netting a second time, and $700 to take it down) and return their defective $1350 product to them, and they knew if I didn't do it they would keep their original payment. So [redacted] "won". They nickeled and dimed me on a few less feet on their product. They offered no redress. They kept me engaged trying to fix their problem for months. They kept all their funds, knowing the credit card companies wouldn't return my money unless I paid to return a product that they couldn't sell to anyone else. I would avoid them at all costs.Desired Settlement: I've spent over $1350 in extra costs ($700 contractor costs putting up the netting a second time), and multiple hours of my own time documenting the netting shortfalls, as well as months of visa dispute. I expect at least a full refund.

Business

Response:

Review: On Sunday the 27th I placed an online order with US Netting. I ordered what I believed to 54 feet of netting. On the site it only had 2 options to choose from and I chose the wrong option for my needs. When I called them to try to correct the matter I was given no option to do so. I then asked to have the return information given to me so that I could send it back and get a refund but was told that they do not have a return policy. "Heather" told me that they did not accept returns and give refunds. I asked where on the site did it say that and she told me that it didn't. I don't know of any business that I have dealt with that does not accept returns or give refunds if the customer is not satisfied with the product UNLESS it states that. I am requesting that my money be returned to me.Desired Settlement: I would like to ship the material back and be refunded for my purchase.

Business

Response:

The customer had placed a custom order on the website for netting that is 81 inches wide x 10 feet long and that is what she received. On our website, you have to choose the width (either 81 inches or 162 inches) and then you have to physically type in the feet that you want. Since this item was a custom cut, we do not accept returns. If the customer needed 54 feet, then she needed to type that in for the length. I'm not understanding why she thought she would received 54 feet when she only ordered 10 feet? Before the order is even placed, the customer has opportunities to review the order before they submit it. Attached is a copy of her order and also, I included the webpage where you can order the netting.

Consumer

Response: