Safeandvaultstore.com

handled my safe purchase great. I left a negative review before I gave the store a chance to address the issue and I apologize to safe and vault I wish I could delete my neg review but dont see that option

bait and switch, purchased safe and was not like the one they show in the pic (3 bolt) got a 1 bolt

Edward Claybrooks
Order#54627
Ordered a monster safe on 1/6/2022, which their website said was in stock but as soon as the money was taken I get an email stating that the safe is delayed. This seems to be a theme with them. When I called after 2 months of not getting my safe I get the refund run around. We are refunding your money immediately but 2 weeks now and nothing.

Dear Revdex.com, I have spoken by phone to the complainant and we went to the web site that was advertising this Fire Safe at a very low price In the fine print, it says: "$will be added to Residential Deliveries" This would bring the price up near our advertised price Here is the link to the competitors site: [redacted] I offered to sell this safe to him at the online price plus the $but he had already purchased the safe elsewhere for about the same price I offered The complainant is a former customer and after chatting for some time he said he appreciated my call and the explanation We are not certain that the company selling at a price below our cost is an Authorized [redacted] Safe Dealer If they are a "distressed merchandise" company, then, our Price Match Guarantee does not apply People online buying from "distressed merchandise" web sites will not get the manufacturers warranty because they are not an Authorized Dealer The complainant and I ended our conversation in a friendly way and he thanked me for calling to explain He said he was going to withdraw his complaint So, please contact him if you can to confirm this We are happy that this situation is resolved to our customers satisfaction Thank you Dye H***, Manager, SafeandVaultStore.com

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 complaintFor your reference, details of the offer I reviewed appear below.I have not recieved one message from this company let alone voicemails! I still have the broken safe in the back of my wife's car and we want it gone The only resolution to this problem is for the Safeandvaultstore either send me a brand new safe for which I paid for or pay for the return shipping for the broken safe and refund my entire purchase price The safe is NOT usable or fixable Regards, [redacted] ***

Hello, The business has been in contact with me and resolved the issue to my satisfaction I looked on the site for a way to close or retract the complaint but did not find a way to do this Can you help? Thank you, [redacted]

Dear Revdex.com.
We have left messages by phone
We fully intend to respond but have received a return call?
Please call me on my cell phone:
509-220-
Thank you
Dye H***
Manager
SafeandVaultStore.com

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.The safe was supposed to be delivered to the front door of our house Which DID NOT happen They delivered outside our neighborhood on a busy street The safe was covered by a box The delivery guy rushed my wife to open the back of her car and threw the safe in Then rushed her to sign his form and off he went before she ever had a chance to inspect the delivery We ordered a safe that was supposed to be able to fall from a second story on fire and survive So a couple scratches we could have dealt with Once she got home and opened the box we discovered the safe was completely destroyed The handle of the safe was completely broken off so access into the safe is impossible The broken handle piece was not even in the box! The bottom part of the safe was completely broken and dented in We immediately called this company and sent them pictures and they were in shock at the amount of damage of this safe Given the situation of delivery, we were never given the time to inspect upon delievery And seeing that the handle piece wasn't even in the box makes us believe the delivery company knew exactly what they were doing by having us meet them on a busy street and not offering us time to inspect the safe We are absolutely disgusted on how this company has treated us as clients I spoke with the manager one time and he offered a $gift card to have the safe fixed We bought the safe for close to $ I told him fixing the safe would cost way more than that He laughed and agreed with me! He offered to call the delievery company and get back with me which also NEVER happened Regards,*** ***

Dear Revdex.com: We are responding to Complaint ***. Our customer was shipped an original safe and he inspected this safe as we verbally instructed him to. He REFUSED this first safe and we shipped the replacement to him which he signed as "RECEIVED IN GOOD CONDITION, EXCEPT AS NOTED". Please see the attached R&L Carriers Delivery Receipt titled: Order ***. When he purchased the first safe, we sent him two emails which clearly explained that he should note any minor damage to the cardboard or pallet. Please see attached files entitled: Revdex.com Complaint *** A and Revdex.com Complaint *** B. These emails clearly explain the customers responsibility when receiving items such as a heavy safe.In addition, we sent our customer a video which further shows all our customers how to mark even minor damage on the Delivery Receipt. Here is a link to that video: https://www.youtube.com/watch?v=sh43eReyEYo Once again, we do NOT ship damaged and refurbished equipment like our customer is alleging. After viewing the photos of our customers safe we determined that it is a minor scratch and we offered to send a paint touch up kit and we refunded him $25.00. We also gave him an added $discount on the original purchase. So, he has received $back on a $safe. In our professional opinion the scratch is very minor and can be easily touched upWe ship over 7,safes a year. We have a customer satisfaction rating out of on *** *** one of the largest internet review sites and we have an A+ Revdex.com rating.Bottom line, had our customer inspected this safe or refused it as he did the first one, we would not be where we are. After multiple emails, a videos and verbally telling him to be sure and inspect the safe when it arrives, he signed for the safe as in GOOD CONDITION. We cannot file a freight claim after our customer has indicated on a legal document that all is fine.We trust this will answer the Revdex.com's inquiry in a satisfactory way. Thank you. DH*** Manager

Complaint: ***I am rejecting this response because:
I will use all CAPITAL LETTERS on certain text just as the seller likes to do Not sure what this proves though
The seller did not attach the email from February 7th I have the all the emails and there are none on February 7th
I ordered the safe online February 7th online I received an email confirmation on the February 8th The only topic mentioned in this was delivery lead time information
There was NO DELIVERY PROCEDURE INSTRUCTIONS
I will gladly post all the email correspondance, if the seller gives me permission to ignore their email confidentiality clause
I DO NOT ACKNOWLEDGE any phone conversation discussing DELIVERY PROCEDURE INSTRUCTIONS I must also point out that the safe was delivered the second week if April,
weeks after ordering and the email I received with the tracking information and once again had NO DELIVERY PROCEDURE INSTRUCTIONS
3. The truck driver DID NOT OFFER OR ADVISE that we should unpackage the safe for inspection The driver did not advise us that the form my wife signed was as an
acceptance of the safe as undamaged or point out the FINE PRINT stating "IN GOOD CONDITION"
An average consumer is not qualified to make an on the spot evaluation of the condition of a large packaged gun safe
I recently had the safe inspected by a professional and it took the better part of an hour to locate all the defects internal and external
The new safe owner might need 1/hour to learn the nomination lock procedure alone
The seller advised me in an email that on April that they were unable to file a claim with the freight company They stated that I must do this on my end
I called the freight company today and was told the claim was submitted with out evidence This makes sense, because I was NOT ASKED to provide evidence to the seller
I was NOT ADVISED they were filing a claim at all
The fact that the seller has an entire YouTube video presentation on how to reject shipment of a safe delivery, tells me this is a repeat problem
In my case, I was only provided this YOUTUBE link after I made complaint to the Revdex.com
If the customer needs a video on how to reject the product once it arrives, It would be better advice to advise them to cancel the order completely
I have seen this in multiple complaints on the customer feedback site the seller uses
***
I wonder why these honest reviews are not posted in the sellers own web site
My safe was unloaded and reloaded on to different trucks times on the way to be delivered to my home
A) The inspected safe has much more damage than a touch up paint can provide
The local safe professional estimated the repairs at over $observing that the safe fell over in shipping and was righted using a fork truck
He also noted that the end user would not detect this
B) A credit of $for returning the safe is a not very thoughtful
Today I quoted $to ship the safe to the seller I don't have negotiated contract with a national shipping company
This should not be my responsibility as the customer Besides loosing my initial purchase price, I would loose approximately
$more, bringing my our of pocket expense to nearly $with NO GUN SAFE AT ALL
C) The seller tried to work with me in their offer to replace the safe at no cost to me in an email dated April 14th
When the seller later retracted that offer and told me I can make my own claim with the freight company, they decided not to work with me
D) As one customer review on *** feedback site advisedBUYERS BEWARE! !!
Sincerely,*** ***

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 not recieved one message from this company let alone 3 voicemails! I still have the broken safe in the back of my wife's car and we want it gone.  The only resolution to this problem is for the Safeandvaultstore either send me a brand new safe for which I paid for or pay for the return shipping for the broken safe and refund my entire purchase price.  The safe is NOT usable or fixable.  Regards,[redacted]

Dear Revdex.com,
 
I have spoken by phone to the complainant and we went to the web site that was advertising this Fire Safe at a very low price.  In the fine print, it says:  "$75 will be added to Residential Deliveries".  This would bring the price up near our advertised price....

 Here is the link to the competitors site:
[redacted]
I offered to sell this safe to him at the online price plus the $75 but he had already purchased the safe elsewhere for about the same price I offered.  The complainant is a former customer and after chatting for some time he said he appreciated my call and the explanation.  We are not certain that the company selling at a price below our cost is an Authorized [redacted] Safe Dealer.  If they are a "distressed merchandise" company, then, our Price Match Guarantee does not apply.  People online buying from "distressed merchandise" web sites will not get the manufacturers warranty because they are not an Authorized Dealer.
The complainant and I ended our conversation in a friendly way and he thanked me for calling to explain.  He said he was going to withdraw his complaint.  So, please contact him if you can to confirm this.  We are happy that this situation is resolved to our customers satisfaction.   Thank you.  Dye H[redacted], Manager, SafeandVaultStore.com

Dear Revdex.com,
This safe was purchased by this customer and we advised the complainant verbally and with two emails that if the safe showed up with even minor damage on the outside of the box, to do the following:  1.)  Refuse the safe if there is major damage.  2.)  In all cases write on the delivery receipt:  "Packaging Damaged" and then write the detail of what is wrong with the packaging on the outside.   We spoke to the customer verbally about this and we sent two emails which he acknowledged receiving and a video explaining all this.  Here is the wording in both emails this customer admitted to reading:
IMPORTANT: PLEASE READ
 
What To Do When Your Product Arrives
 
IMPORTANT: If you sign your delivery receipt without noting package or product damage, you are accepting the product as undamaged and in perfect condition. It is imperative you thoroughly check the merchandise upon delivery or the freight company will not provide a refund or restitution for damages and Safe and Vault Store will not be able to provide assistance for repair or refund of your product. Please read all instructions below carefully.
 
Click here to view video on "What To Do When Your Product Arrives."
Over 150 pounds in weight:
Delivery of Your Product
When the carrier calls, please be sure to make arrangements to fit your schedule. You or a designated person is required to be present at the delivery date at the time of delivery.
Deliveries are Monday - Friday 8:00 AM - 5:00 PM only.
A 4-8 hour window of availability is typically required.
If the carrier attempts delivery without making an appointment, you can refuse delivery and request an appointment.
Storage fees may apply if delivery is not made within 3 working days from arrival at the terminal. You will need to pay these fees before a delivery is made.
Once an appointment has been set, and a shipment has been put out for delivery, and the consignee agrees to change the delivery appointment, a re-delivery charge will apply. You will need to pay these fees before a delivery is made.
IF DAMAGE IS FOUND
INSPECTION OF PACKAGING AND DAMAGES ARE REQUIRED AT TIME OF DELIVERY: At the time of the delivery the truck driver will ask you to sign a delivery receipt. BEFORE SIGNINGthis receipt you must:
Visually inspect all packaging and notate on the delivery receipt any minor scuffs, scrapes or tears on the packaging. Why? Failure to notate on the delivery receipt even the most minor of scuff, scrape or tear will relieve the LTL freight company of responsibility for any damage to your product (even hidden damage) and a damaged goods freight claim is impossible to submit.
ON THE DELIVERY RECEIPT NOTE EVEN MINOR PACKAGING DAMAGE SUCH AS SCUFFS, ABRASIONS OR INDENTS. WRITE: DAMAGE TO PACKAGE".
Minor nicks, scratches scuffs and abrasions are common for safe and large product deliveries. These do not affect the operation of the product and touch up paint is available through Safe and Vault Store. If any parts are missing, please contact us and we will promptly send you replacement parts. Even though these are common, we still want you to write them down on the delivery receipt.
You should ask the driver if you can remove the packaging to inspect the actual product for damage. It is the driver's discretion to allow you to remove the packaging and they may refuse. We recommend you remove the box and/or wrapping to inspect your product if allowed.
If someone other than yourself will be meeting the driver to receive your product, please advise them of this responsibility. PRINT these instructions and provide to them.
Refuse major damaged freight and/or note any major damage on delivery receipt before signing. Please contact Safe and Vault Store immediately to report problems to[redacted] (Major damage is severe scratches, dents or creases that impact the integrity of the product).
If you sign the freight bill, accepting delivery as undamaged, without inspecting the packaging or product, WE CANNOT FILE A FREIGHT CLAIM AND YOU WILL NOT RECEIVE RESTITUTION FOR THE DAMAGED PRODUCT. Please call us and we will provide you with the Freight Companies contact information.LTL FREIGHT CARRIERS WILL NOT HONOR A FREIGHT CLAIM IF YOU DID NOT NOTATE EVEN THE SLIGHTEST DAMAGE ON THE DELIVERY RECEIPT. 
Most freight carriers allow 24 hours from a delivery to file a freight damage claim. After this time has passed, you will then need to file a freight claim with the shipper on your own behalf. 
To file a freight claim immediately call us at [redacted] or e-mail us at [redacted]. E-mail the original delivery receipt with your signed notation and photos if possible showing condition of the freight. SAFE AND VAULT STORE MUST HAVE A COPY OF YOUR NOTATION OF DAMAGE ON THE DELIVERY RECEIPT TO FILE A CLAIM WITH A CARRIER.
If more than one product is delivered to you, and some of the product(s) are not damaged, you need only refuse the damaged product and accept the other units. Note on the Delivery Receipt how many units were refused for damage.
Always keep the original packaging material until someone comes to inspect it or we advise you to dispose of it. If your product is in good working condition and there are no freight damage concerns, you may dispose of the packaging.
If you have any questions about this information on your order, please contact us at [redacted] or: [redacted]. Office days/hours are Monday - Friday 8:00 AM - 5:00 PM PST. After hours you may leave a message and we will immediately return your call when we return.
Here is the video link that we sent this customer in both emails advising how to receive the safe:   https://www.youtube.com/watch?v=sh43eReyEYo
The most important thing we convey to all our customers is that if you just sign the Delivery Receipt without noting any damage or writing the words:  "Packaging Damaged" the freight companies will NOT take responsibility for the damage.  This is part of the Uniform Commercial Code and this is precisely why we emphasize this to the 7,000 safe purchasers who buy from us every year.  This complainant admitted to me by phone (recorded conversation is available upon request) that he failed to tell his wife about any of the above.  He failed to give her a copy of the email above and / or ask her to view the video which explains what to do.  
We tried to file a freight claim and the freight company denied the claim as we knew they would since the Delivery Receipt shows by the complainant's wifes signature that she received the safe in good condition and there was no damage to the packaging.
At this point in time, there is nothing we can do since the complainant admitted he failed to educate his wife on this and left himself and our firm in a position where we cannot have the safe fixed or replaced.  We are sorry that he did not follow the instructions he admitted to having known and seen... however, we cannot do anything about it at this point.  We have recommended that he take the safe to a local safe repair facility and have it repaired however he has chosen to file this complaint instead.
Sincerely,
[redacted], Manager
SafeandVaultStore.com
[redacted]

Thank you for your comments.  First, I want to assure you that we did not send you a "refurbished safe".  Unfortunately because you signed the delivery receipt as all clear, there is not much we can do. This is a legal document which states that there is no damage to the safe.  We...

have attached a copy of the Freight Companies Delivery Receipt which says in all caps and bold print:  RECEIVED IN GOOD CONDITION EXCEPT AS NOTED.  We advised you of this when the first safe was refused due to minor freight damage.  We also sent you two e-mails along with 2 videos when the order is placed on "What to do when the safe arrives". This e-mail explains that you must remove the packaging to inspect as there could be hidden damages. Once you sign the Delivery Receipt marked RECEIVED IN GOOD CONDITION, there is nothing we can do to file a freight claim.  We regret that you failed to inspect the second safe as you were advised to several times.  The good news is that the damage is only cosmetic and does not affect the integrity of the safe. It is very minor. We are going to go ahead and refund you the $25.00 that we offered out of our pocket for the damages plus a touch up paint kit to repair the scratches. Once this is completed we feel your safe will give you man years of good use.

Dear Revdex.com:
Thank you for notification of complaint.  We are puzzled as to why the complainant filed this complaint?  The customer did not notate any damages to the delivery receipt at the time of delivery; The Delivery Receipt was signed by the complainant as "RECEIVED THE ABOVE...

DESCRIBED EQUIPMENT IN GOOD CONDITION EXCEPT AS NOTED". (see attached Delivery Receipt) Therefore, the damages most likely occurred after delivery while in his custody. At the complainant's request we have filed a freight claim with Saia Freight and it was declined. (See attached letter)
Furthermore, we wish the Revdex.com to consider the following evidence:
1.    Our staff had phone conversations with the complainant dvising him to not fail to note even the most minor damage to the packaging and the safe.
2.    [redacted]     We advised Mr. [redacted] to view the video on the link to the left.
3.    We sent the attached email to the complainant on 2/7/16. Our staff and the attached email advises the complainant to make sure that anyone inspecting this freight MUST notate even the most minor damage to the packaging. The complainant or his representative simply failed to do so.
It is unfortunate that the complainant failed to follow any of our instructions and also signed for the gun safe as "IN GOOD CONDITION".  There are two ways we can resolve this matter:
 
A.) The complainant can keep the gun safe and we offered to send him a paint touch up kit
B.) The complainant can return the gun safe under our Return Policy which is clearly listed on our web site.  Please read below for our Return offer:
Return Policy:
Here is a link to our e-commerce return policy: https://www.safeandvaultstore.com/returns-cancellations/
If Mr. [redacted] wishes to return the safe then he may do so by doing the following:
1.    He must package the safe on a wood pallet and use the factory cardboard protection or something equivalent banded onto the safe.
2.    He is responsible for paying the return freight charges
3.    Here is an accounting of our freight costs and the restocking fee noted in our return policy.
$280.99- Freight to the customer from the safe factory
$247.20- 20% Restocking Fee
Total Credit- $707.80
Once the safe has been returned to us, we will issue the credit of $707.80 shown above. 
We have tried to work with the complainant but he has refused to accept any of our offers.  We hope he will do so now.
Sincerely,
Dye H[redacted]
Manager
SafeandVaultStore.com

Hello,
 
The business has been in contact with me and resolved the issue to my satisfaction.  I looked on the site for a way to close or retract the complaint but did not find a way to do this.  Can you help?
 
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I purchased a brand new safe.  What I received was a damaged safe.  Please see images attached.   Safe and Vault store should take more and better responsibility when it comes to shipping of their product rather than blame and accuse the customer for not properly inspecting the safe upon arrival telling the customer to just keep it.  The company offered an embarrassing $25 refund and touch up kit essentially forcing me to touch up a damaged safe they shipped to me.  This is absurd.  This company does not care about customers whatsoever.  They ship damaged and refurbished equipment but advertises it as brand new on their website.  This is false advertisement, misleading, dishonest, and deceptive business practices.  I would like a new undamaged safe shipped to me.  Please have them provide an RMA # and return shipping label for the damaged safe they shipped me.  Thank you. 
Sincerely,
[redacted]

We asked about getting someone to come unlock our car because we had locked the keys in it. We were told we would have to go to the dealership cause they couldn't help. We called another locksmith and he was there within 10 minutes and unlocked our car. Obviously, this Company is filled with people that don't know the trade or don't want to help or work. Sad.