Sand Hill Wholesale

We would be happy to assist in providing information to resolve this matter promptlyOur response to your request for more information in regards to the above mentioned complaint is
below
First I would like to point out our business is wholesale distribution to retail dealers and chimney service professionalsOur web site is intended to provide access for them to order from usOn our home page we explain that we have dealers who may be able to assist and that consumers may order from us if they are unable to find a local dealer
This customer ordered a Super Quiet fan from our web site on 12/12/Our website for reference is www.sandhillwholesale.comOn the top right side of our home page there is a box named “Terms and Conditions”When you click on this, all of our policies are explained in detailOne of these terms and conditions is a $additional charge for orders under $50.00, which we did not charge this customer
I am including a PDF of this page for reference
Also, during the checkout process, before a customer can complete the order, a page is displayed that allows a customer to verify items and quantities, delivery and billing addresses and payment method
On this page near the top is a statement “Freight will be charged at actual time of shipment.” Every customer must proceed through this page before the order is confirmed and sent to us
I am including a PDF of this page for reference
Our process from there is that we will properly pack the item(s) for shipment, and then freight charges are added to the order once we have the actual shipping cost for that specific shipmentAn invoice is sent with the shipment showing the complete amount with shippingI may note here we only bill the actual cost from the freight company to our customerI am attaching a copy of the UPS detail report for this order, showing this customer’s shipment and cost from UPS
This particular order with us was handled in this very mannerWe received the order on 12/12/13, and packed it and shipped it via UPS on 12/12/In addition, an automatic confirmation email is sent to each customer confirming their orderThis customer was sent this confirmation e-mail marked with a date/time stamp of 12/12/09:46:and subject line Order Process from “General Manager”, from the email address [email protected] verifies that an order has been placed, either confirming or alerting a customer if they did not place the orderIt also states in this confirmation e-mail that “Freight will be charged at actual time of shipmentTax will be collected at local rate for Ohio shipments only”
This customer did not contact us until 12/16/13, via e-mail, questioning the chargesWe replied explaining that freight is added as noted on our siteThe customer expressed disagreement with this and requested cancellation of the orderHowever at that point it had already been delivered to their addressThe customer again indicated displeasure and that they would file a complaintI sent our last email to the customer on 12/18/offering apologies for any confusion
On 1/6/we received the fan this customer purchased backThey had not contacted us for authorization to return as is our policyIn fact we reserve the right to refuse any returns without prior authorization. This allows us to assign return authorization numbers to insure proper credit and handling of a returnHowever, we did match this return up and as the fan was in new condition we applied a full refund to them for the merchandise onlyOur policy is for credit on the merchandise only, freight charges are non-refundable
This is the full report of all of our communications and transactions with this customerHopefully this provides what you need to complete your reviewIf there is anything else you need, please feel free to contact me

Hello,Please find attached a response and supporting info in regards to this complaint.Thank you,