North Shore Commercial Door Company, Inc.

This customer is not being truthful in this report. The customer placed the order via the website and was only charged $3.50 shipping. Unfortunately the item he purchased is no longer made. The manufacturer informed us of this issue just this week. As a result we issued a refund...

in full as soon as we found out the stock issue.

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.
Regards,
Richard R[redacted] 'm sorry the business owner feels this way. When a business sends a confirmation email with the description of the product you are going to send/ with pictures of said product you should send that product, and not take it upon yourself to send just a different product without notifying your customer. Then when the customer complains about item you try to extort more money. I paid for shipping to send the product never ordered back to business they should not have charge me again for shipping. And to be charged to restock this product is ridiculous. And I am not satisfied with North Shores response. I still want My $11.98 back.

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.1. I called the company to place the order. the company representative  on the phone told me the shipping charge was $4.50. I explained the cost of shipping online was $3.50. The company representative told me they had not updated the website yet. This is why I ordered the item online. the company is not truthful in their response on this point.2. I got an e-main on February 14, saying "the item is expected to ship no later than Tuesday" (See attachment).3. as you can se, the company is selling items it is in not in possession of or able to get. I was able to purchase the exact item from another vendor. Again the company is not truthful when dealing with their customers.
Regards,
[redacted]

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.We have been hearing and reading the "check refund" song and dance for several weeks,, what happens after 7 days and I again don't receive it. Do I need to file again?
Regards,
[redacted]

Purchases may be returned for any reason within 30 days. We do not accept returns after 30 days from delivery.

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

No, I never received the additional refund for the return shipping from North Shore Garage Door. However, after reviewing the issue [redacted] stepped in and gave me a Goodwill Refund to offset the return shipping cost that North Shore refused to pay. North Shore never did as they claimed.

We have reviewed the complaint from this customer. I also went into the records and confirmed we sent his what he ordered and what we sent will work with his opener. We explained to the customer before and after the sale he would need to program the remote. We tried to explain the process and he...

simply did not have the mental capacity to understand. We then referred him to the manufacturer and he became very rude and used fowl language. At this point if the customer can not figure out how to program the remote he may use our return process and we will issue a refund per our policy.  Thank you, Matt O[redacted]

While we are sorry this customer had an issue our return policy is posted clearly for all to see. We can not issue a refund on an item 3 months after it was ordered. Here is a link to the policy posted on our website: http://www.northshorecommercialdoor.com/return-policy.html Here it is...

written out:  ReturnsTo return an order you must receive a RMA, please fill out the form below.No RMA's will be issued by phone, please fill out the RMA request form below. No return will be accepted without an RMA being issued.Purchases may be returned for any reason within 30 days. We do not accept returns after 30 days from delivery.Item(s) MUST be returned in their original shipped condition and include all related parts, factory packaging and instructions.All returned orders are assessed a 10% return fee. Shipping and handling fees are not refundable.Items returned incomplete are subject to additional fees to replace or repack components(IE: batteries, visor clips, instructions, etc.).Items returned damaged, used, or non re-sell-able are not refunded.Garage Door Springs are not returnable. All of our springs are made to order and cannot be resold or returned to our vendor therefor we cannot except them back. We are sorry for any inconvenience this may cause.

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.I have attached 1 quote and 3 order confirmation emails, this is the receipt i was emailed after I put my order in over the phone. I didn't receive a terms and conditions sheet.
Regards,
[redacted]

A check has been issued. We changed credit card processors and some refunds that were sent did not go threw. We are sorry for the issue and will make sure you receive your refund.

The customer ordered the wrong springs. The order that was placed with us was for a 16X8 door. They sent us a picture of the spring tag and it clearly shows 16X7 door. Due to the fact the customer is at fault our policy of no returns on springs stands. I am sorry that the customer did not take the...

time to order the correct springs then decided to blast our good name by doing negative reviews.  See what customer ordered in this screen shot: The customer ordered the wrong spring. Below is two screen shots. One is of what was ordered and the other shows a picture hes sent us of his current spring label. As you can see he ordered for a 16X8 door when he needed a spring for a 16X7 door. Our return policy clearly states that springs are not returnable. This is an error by the customer not our company. The customer decided to not take the time to make sure they were ordering the correct part. Then decided to bash us all over the internet for a mistake that clearly he made. I would ask that this case be closed and a note be placed on the complainants file of providing false reviews and complaints.  See screen shot of what was ordered: To return an order you must receive a RMA, please fill out the form below.No RMA's will be issued by phone, please fill out the RMA request form below. No return will be accepted without an RMA being issued.Purchases may be returned for any reason within 30 days. We do not accept returns after 30 days from delivery.Item(s) MUST be returned in their original shipped condition and include all related parts, factory packaging and instructions.All returned orders are assessed a 10% return fee. Shipping and handling fees are not refundable.Items returned incomplete are subject to additional fees to replace or repack components(IE: batteries, visor clips, instructions, etc.).Items returned damaged, used, or non re-sell-able are not refunded.Garage Door Springs are not returnable. All of our springs are made to order and cannot be resold or returned to our vendor therefor we cannot except them back. We are sorry for any inconvenience this may cause.

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.
I have paid two different garage door companies to come and install the springs- neither will stating they do not fit in length.  I can not believe a company can not stand behind a product for a measely hundred dollars...quite sad.  You should consider training on raising your bar on enhanced business etiquette coupled with customer satisfaction results.  Thanks for wasting even more of my time- at least I'm not getting blown off w/ cheesy computer generated responses- like I was!  
Regards,
[redacted]

We have been having issues with our internet lines for a week and a half. Our phone are internet based as well. We have been doing everything we can during this time to help satisfy our customers needs. I am sorry that this has occurred. We will be issuing you a credit as requested. We will also be...

sending a RMA with prepaid shipping label to return the board to us. Luckly as of this morning our issues with the internet is solved so we will be back to normal.

We have contacted the customer and explained our product and how it is made. In an effort to satisfy the customer we have given a full refund. I have also apologized for the actions of our return clerk and have reprimanded him appropriately. Matt O[redacted]President

We clearly stat in the add that the size of the springs will change when long life springs are picked. See screen Shot below:   With that said as long as you gave us the correct measurements of your old spring the springs will work. Please try them and if you have any issues contact...

us.

Our return policy is posted on the website for our customers. I looked over the order and we followed it to the letter. We will not be refunding this customer. Here is a link to our return policy: http://www.northshorecommercialdoor.com/return-policy.html

This is not our issue any longer. THe customer needs to communicate with [redacted]. I have no idea what charges are going to be.

THe customer may send them back per our new posted policy. I believe if they would have tried the springs they would have worked.  To return an order you must receive a RMA, please fill out the form below.No RMA's will be issued by phone, please fill out the RMA request form below. No return will be accepted without an RMA being issued.Purchases may be returned for any reason within 30 days. We do not accept returns after 30 days from delivery.Item(s) MUST be returned in their original shipped condition and include all related parts, factory packaging and instructions.All returned orders are assessed a 10% return fee. Shipping and handling fees are not refundable.Items returned incomplete are subject to additional fees to replace or repack components(IE: batteries, visor clips, instructions, etc.).Items returned damaged, used, or non re-sell-able are not refunded.There is a 25% restocking fee on all Garage Door Springs.All of our springs are made to order. We are sorry for any inconvenience this may cause.

Here is a link to the ad in witch the customer placed the order: http://www.northshorecommercialdoor.com/secrgadoopre98.html  The customer clearly did not read the ad or did not order the remote he wanted.  In any case the customer could have called us. We did send the customer what...

he ordered as verified by the return he sent us. As far as the restocking fee and return shipping that also is clearly posted on our website. Here is a link to our return policy: http://www.northshorecommercialdoor.com/return-policy.html Below is also a copy of what is posted on the website: To return an order you must receive a RMA, please contact our return/warranty department by email at [email protected] No RMA's will be issued by phone you MUST SEND AN EMAIL. No return will be accepted without an RMA being issued. Purchases may be returned for any reason within 30 days. We do not accept returns after 30 days from delivery. Item(s) MUST be returned in their original shipped condition and include all related parts, factory packaging and instructions. All returned orders are assessed a 10% return fee. Shipping and handling fees are not refundable. Items returned incomplete are subject to additional fees to replace or repack components (IE: batteries, visor clips, instructions, etc.). Items returned damaged, used, or non re-sell-able are not refunded. A copy of your sale receipt and RMA should be included with your return. Garage Door Springs are not returnable. All of our springs are made to order and cannot be resold or returned to our vendor therefor we cannot except them back. We are sorry for any inconvenience this may cause.While I am sorry this customer is not happy there is nothing we are willing to do for him at this time. I feel if he would have taken the time to read the ad and our return policy none of this would be an issue.Matt ODonnell