Stanios Industrial Supply

Initial Business Response / [redacted] (1000, 12, 2014/10/07) */ 10/6/14 This customer called in and we have offer him a suitable solution in which he will receive the item in a timely manner. To expedite the order, we ask him to place a new order and we can ship it out 2nd day air for him at no... additional charge. Once he refused the first shipment and the item get back to our facility, we will process full credit for his first order. However he refused. The customer got back to us at a later time to accept the solution. However, by the time he decide proceed, the item was sold out as stock was limited. The next shipment that came in would not meet his deadline so the order was marked as return. We have tried to process a refund for him several times but was unsuccessful as there was discrepancy with the customer credit card for the refund transaction. We have finally cleared up the discrepancy and completed the refund to the customer last week. Initial Consumer Rebuttal / [redacted] (3000, 14, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not seen a return. The business is simplifying a very lengthy process and minimizing details. I called back less than an hour later because at first I didn't want to acceptthe lies they told me. FedEx and UPS deliver on Saturdays but the company will not pay the extra for those ship days. [redacted] lied repeatedly and told me they [redacted] doesn't know and will tell you what you want to hear" when referencing that I want the item shipped to be delivered on a Saturday. Regardless of how long it takes to get my money back I want them held accountable for the fraudulent behavior. When a customer pays for a certain shipping there is absolutely no reason to ship it the slowest route, pocket the money, and lie about it. How many times has this happened? The company has been spoken of negatively by many customers for the exact same reasons. Poor customer service, poor shipping, poor communication. I would like sometgibf done about it. Thank you. Final Business Response / [redacted] (4000, 18, 2014/11/11) */ From: Stanios Industrial Supply

Initial Business Response / [redacted] (1000, 5, 2014/10/03) */ We have process this return authorization for the customer almost a week agoThe customer claims that the unit is not "user friendly" which is a hard reason to process the return with the manufacturerWe have worked with the manufacturer and got the RMA for the customerWe are waiting for item to be inspected by manufacturer before issuing credit Consumer Response / [redacted] (3000, 12, 2014/11/24) */ The product was returned to the facility on 10/9, now 11/and Stanios has still not refunded our account for the returnThey again, will not respond or return phone calls 12/11/info from consumer: I have requested an update on the company's refusal to credit back our agreed upon refund after the return of the merchandise was made times with no response from the company or concern in the matterAt this point, we are considering legal action and reporting of this transaction to our credit card company Business Response / [redacted] (4000, 16, 2014/12/11) */ This was the emailed sent to [redacted] : Hi [redacted] , We apologize for the delayOur payment gateway with Bank of America doesn't permit refunds for transactions more than days from date the order is placed because your order was placed back on July 1stOur accounting department has mailed a check for the amount of the refundThe refund check was mailed yesterday to the address Executive Drive Waterloo, IN XXXXXYou should be receiving your refund check in a few daysThank you and we apologize for the delay, we had tried to work with your Bank to issue a credit directly back at your credit card but the Bank of America processors can't permit a refund electronically more than days past the order date Regards, [redacted] Sales Engineer Stanios Industrial Supply Co [redacted] XXXXX USA Ph: XXX-XXX-XXXX Fax: XXX-XXX-XXXX E-mail: ***@stanios.com Cage Code: 6GT FEIN: XX-XXXXXXX D&B#: XXXXXXXXX Business Response / [redacted] (2000, 18, 2014/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the refund check as promised from Stanio'sThe entire process of the return was the worst I have ever experiencedWe will never do business with this company again

Initial Business Response /* (1000, 5, 2014/09/04) */
Item was under production by the manufacturer which attributed to the delayOrder has been shipped completeFedEx Tracking# ***

Initial Business Response /* (1000, 5, 2014/04/18) */
We supply the item that came from the manufacturer directlyItem was un-open so we can not tell if the unit is defective or notThe item that was ordered is a made to order item and therefore requires production time from the
manufacturer and not due to the shipping processCustomer previous email landed in the Spam folder and was overlookedFax was send over after business hours and so did not get reply until the next dayWe are currently working with the customer and the manufacturer to identify the reason for this defectiveness and will provide a suitable solution
Initial Consumer Rebuttal /* (3000, 7, 2014/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only satisfactory solution is a pre-paid shipping return tag at seller's-expense and a full refund...The order took over a month to get delivered and the item was dead on arrival
I have been emailing the vendor weekly for over a month without a pre-paid shipping-call tag issued to date
The lack of prompt response should be called customer DIS-service rather than customer service
I have never had slower delivery or slower response to communication of an product issue
Final Business Response /* (4000, 17, 2014/05/22) */
Stanios Industrial Supply Mon, May 19, at 9:AM
To: *** ***"
Hi ***,
We have already settle this issue with Paypal which was the method of payment the customer usedHe requested a chargeback which we allowed since he returned his orderHe should have already received the funds back into his account to end this dispute
Regards,
***
Sales Engineer
Stanios Industrial Supply Co
*** South *** Drive
*** *** IL XXXXX USA
Ph: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
E-mail: ***@stanios.com
Cage Code: ***
FEIN: XX-XXXXXXX
D&B#: XXXXXXXXX
Final Consumer Response /* (4200, 13, 2014/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund yet posted to my credit card account...I see transactions online posted as recently as 5-6-
The extended time frames involved with every step of this order and the return process so far are beyond belief
- Over a month to deliver
- Over a month to respond to email x and FAX x and then issue a return label
- A week to process the return via FedEx XXXXXXXXXXXXXXXXXXXXXX
- Today X-X-XXXX a promise to provide a refund as of 5-2-2014, which has yet to post to my credit card's online view
Once the funds have actually been return to my credit card I will consider this matter resolved
The process has been so drawn out, I still feel frustrated

Initial Business Response /* (1000, 5, 2014/08/18) */
This order has already shipped and the customer has received itShipped via FedExWe can provide the tracking number for prove of deliveryThis was delivered a week before this case was openWe have informed the customer several times
that the item he ordered was a made to order item and have explain the situation with the customer

Initial Business Response /* (1000, 9, 2014/05/06) */
We have check into the order and issued a return label to the customer. The person who order this item is not Mr. [redacted] and there for we have to take some time to identify the order. The return label has been sent to Mr. [redacted] Credit...

will be issue after inspection of the return shipment.
Initial Consumer Rebuttal /* (2000, 11, 2014/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr [redacted] was the initial person from dispalyworks to gather info for the product mentioned. Mr. [redacted] was the purchasing agent and an additional person gathering info before the purchase. Mr [redacted] has received the Return Label.
We will accept REFUND TO THE CREDIT CARD.
Thank You

Initial Business Response /* (1000, 12, 2014/10/07) */
10/6/14
This customer called in and we have offer him a suitable solution in which he will receive the item in a timely manner. To expedite the order, we ask him to place a new order and we can ship it out 2nd day air for him at no...

additional charge. Once he refused the first shipment and the item get back to our facility, we will process full credit for his first order. However he refused. The customer got back to us at a later time to accept the solution. However, by the time he decide proceed, the item was sold out as stock was limited. The next shipment that came in would not meet his deadline so the order was marked as return. We have tried to process a refund for him several times but was unsuccessful as there was discrepancy with the customer credit card for the refund transaction. We have finally cleared up the discrepancy and completed the refund to the customer last week.
Initial Consumer Rebuttal /* (3000, 14, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not seen a return. The business is simplifying a very lengthy process and minimizing details. I called back less than an hour later because at first I didn't want to acceptthe lies they told me. FedEx and UPS deliver on Saturdays but the company will not pay the extra for those ship days. [redacted] lied repeatedly and told me they [redacted] doesn't know and will tell you what you want to hear" when referencing that I want the item shipped to be delivered on a Saturday.
Regardless of how long it takes to get my money back I want them held accountable for the fraudulent behavior. When a customer pays for a certain shipping there is absolutely no reason to ship it the slowest route, pocket the money, and lie about it. How many times has this happened? The company has been spoken of negatively by many customers for the exact same reasons. Poor customer service, poor shipping, poor communication. I would like sometgibf done about it.
Thank you.
Final Business Response /* (4000, 18, 2014/11/11) */
From: Stanios Industrial Supply

Initial Business Response /* (1000, 5, 2014/10/03) */
We have process this return authorization for the customer almost a week ago. The customer claims that the unit is not "user friendly" which is a hard reason to process the return with the manufacturer. We have worked with the manufacturer and...

got the RMA for the customer. We are waiting for item to be inspected by manufacturer before issuing credit.
Consumer Response /* (3000, 12, 2014/11/24) */
The product was returned to the facility on 10/9, now 11/24 and Stanios has still not refunded our account for the return. They again, will not respond or return phone calls.
12/11/14 info from consumer:
I have requested an update on the company's refusal to credit back our agreed upon refund after the return of the merchandise was made 5 times with no response from the company or concern in the matter. At this point, we are considering legal action and reporting of this transaction to our credit card company.
Business Response /* (4000, 16, 2014/12/11) */
This was the emailed sent to [redacted]:
Hi [redacted],
We apologize for the delay. Our payment gateway with Bank of America doesn't permit refunds for transactions more than 120 days from date the order is placed because your order was placed back on July 1st. Our accounting department has mailed a check for the amount of the refund. The refund check was mailed yesterday to the address 200 Executive Drive Waterloo, IN XXXXX. You should be receiving your refund check in a few days. Thank you and we apologize for the delay, we had tried to work with your Bank to issue a credit directly back at your credit card but the Bank of America processors can't permit a refund electronically more than 120 days past the order date.
Regards,
[redacted]
Sales Engineer
Stanios Industrial Supply Co.
[redacted]
[redacted] XXXXX USA
Ph: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
E-mail: [redacted]@stanios.com
Cage Code: 6GT49
FEIN: XX-XXXXXXX
D&B#: XXXXXXXXX
Business Response /* (2000, 18, 2014/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund check as promised from Stanio's. The entire process of the return was the worst I have ever experienced. We will never do business with this company again.

Initial Business Response /* (1000, 5, 2015/10/12) */
It is not our intention to delay the shipment or cause out customer inconvenience. Regarding this case, the items that were on the order are special order items and they do have extended lead time. The manufacturer is behind on their...

production which caused this delay. For this order, we shipped out the items as soon as they become available. We did not receive and special shipping instruction to ship the order complete.
Regarding duty and tax you have to pay on the order, we have no control over it. We do not charge tax on order that ship outside the state of Illinois. All tax charge on this are according to your local policies. We can see why you are upset as a customer when you only receive a partial shipment from your broker. However, we have no control on your broker. He should've held the item until the order is complete before sending it to you.
We tried our best to answer all of our customer questions and concerns. We are very sorry if we have missed your email. Sometime the email system filters out email and send them to the spam folder that rarely get check by us.
We do ship internationally so if you need your shipment to be ship to Trinidad, please contact us directly. Please provide us with your shipping address in Trinidad so we can discuss shipping arrangement.

Initial Business Response /* (1000, 5, 2015/10/12) */
It is not our intention to delay the shipment or cause out customer inconvenience. Regarding this case, the items that were on the order are special order items and they do have extended lead time. The manufacturer is behind on their production...

which caused this delay. For this order, we shipped out the items as soon as they become available. We did not receive and special shipping instruction to ship the order complete.
Regarding duty and tax you have to pay on the order, we have no control over it. We do not charge tax on order that ship outside the state of Illinois. All tax charge on this are according to your local policies. We can see why you are upset as a customer when you only receive a partial shipment from your broker. However, we have no control on your broker. He should've held the item until the order is complete before sending it to you.
We tried our best to answer all of our customer questions and concerns. We are very sorry if we have missed your email. Sometime the email system filters out email and send them to the spam folder that rarely get check by us.
We do ship internationally so if you need your shipment to be ship to Trinidad, please contact us directly. Please provide us with your shipping address in Trinidad so we can discuss shipping arrangement.

Initial Business Response /* (1000, 5, 2014/10/03) */
We have process this return authorization for the customer almost a week ago. The customer claims that the unit is not "user friendly" which is a hard reason to process the return with the manufacturer. We have worked with the...

manufacturer and got the RMA for the customer. We are waiting for item to be inspected by manufacturer before issuing credit.
Consumer Response /* (3000, 12, 2014/11/24) */
The product was returned to the facility on 10/9, now 11/24 and Stanios has still not refunded our account for the return. They again, will not respond or return phone calls.
12/11/14 info from consumer:
I have requested an update on the company's refusal to credit back our agreed upon refund after the return of the merchandise was made 5 times with no response from the company or concern in the matter. At this point, we are considering legal action and reporting of this transaction to our credit card company.
Business Response /* (4000, 16, 2014/12/11) */
This was the emailed sent to [redacted]:
Hi [redacted],
We apologize for the delay. Our payment gateway with Bank of America doesn't permit refunds for transactions more than 120 days from date the order is placed because your order was placed back on July 1st. Our accounting department has mailed a check for the amount of the refund. The refund check was mailed yesterday to the address 200 Executive Drive Waterloo, IN XXXXX. You should be receiving your refund check in a few days. Thank you and we apologize for the delay, we had tried to work with your Bank to issue a credit directly back at your credit card but the Bank of America processors can't permit a refund electronically more than 120 days past the order date.
Regards,
[redacted]
Sales Engineer
Stanios Industrial Supply Co.
[redacted]
[redacted] XXXXX USA
Ph: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
E-mail: [redacted]@stanios.com
Cage Code: 6GT49
FEIN: XX-XXXXXXX
D&B#: XXXXXXXXX
Business Response /* (2000, 18, 2014/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund check as promised from Stanio's. The entire process of the return was the worst I have ever experienced. We will never do business with this company again.