Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowSteelGuard made no effort to resolve the complaint The facts presented in their reply are not fully accurate and our responses are in red below Documents are attached and can hopefully be opened as they back up everything we have been claiming As we have stated to Steel Guard, putting quality issues aside, putting shipping issues aside...the fact remains they agreed to reimburse us for costs incurred to take down, ship and reinstall the black out curtains The emails attached clearly back that up There are so many emails in which it is clear we had agreed to terms and they indicated we would be paid, then indicated a check was sent and indicated since we had not received it, they would stop payment and issue another one Now they act like that did not occur but you can't dispute what was in writing Our expectation was to be paid and they led us to believe that was the case We have been trying since November of to be paid It would be a welcome surprise if they followed through at this point but clearly at this point it is not expected they willWe offered yesterday to reduce the amount to be paid There is little we can do at this point to be paid and it is just a sad state of affairs when an individual or company does not stand by their wordWe have no plans to continue this debate back and forth in this forum We have only replied in order to clarify our side of the counter claims It has taken way too much time and energy but it was a matter of principle and the expectation of a company honoring their committmentSadly this did not hold true in this case Case Closed
MESSAGE FROM BUSINESS:
The
facts presented to the Revdex.com in this complaint have been exaggerated (We have at least emails to back up every statement made, along with quality pictures. I have emails since 11/26/
when *** emailed us to say a reimbursement check would be sent. In those emails are several in which we were told a check would be mailed or had been mailed…to include one where ***
stated the ***, the President, said he mailed a check. No check has been received.)We hied to correct the issues in a very timely manner,
but everything that we at Steel Guard Safety proposed was rejected by *** resulting in a a two month period of time before the issues could be
remedied(It took some time to come to an
agreement. We had hoped to get new
curtains to install and just return the bad ones as this would have worked best
for our customer and easier logistically.
Steel Guard did not want to go that route so the solution became we
would have to return the bad curtains and have them remade and resent. It was not our first choice but it was the
option we had to live with and given the dollar amount involved, it was not
that we did not understand their requirement, it just posed difficulties on our
end with our customer having to do without their product for the time it would
take to have them remade…not to mention the logistics and the extra trips and
costs we would incur.) We could have had them returned to Steel Guard Safety,
corrected and reshipped *** within a week if they had agreed to our proposal
(We did accept, as we had no other option, to
return the curtains to be remade. What
Steel Guard did not realize and did not understanding was the logistics of
going to our customer’s job site to take down and ship the curtains back. It was not an easy process.) When we finally received the curtains back, we corrected
the issues and shipped them back out to *** Systems within business days as
we had promised (*** shipped curtains back on 10/18/and we
have documentation to support the date.
They delivered to Steel Guard on 10/and I have documentation to
support that date. The curtains were
shipped back out from Steel Guard on 10/and I have documentation to support
that date. This is obviously more than
days as stated above and I have back up docs to substantiate this)We were and are under no contractual obligation to do
anything other than correct any manufacturing issues(We agree there was no contractual obligation However, we operate by a higher code to stand by our products and workmanship and we were hoping they would do the same They were asked to correct the manufacturing defects, which they
did. However, we simply asked to be
reimbursed for our costs to take the bad ones down, ship them back, make a
return trip to install new ones. Not an
unreasonable request on our part. We
incurred costs due to no fault of our own and due solely to the fact the
curtains were defective: not made
evenly, unfinished edges and missing Velcro.
As a business owner, we have never asked anyone to incur and absorb
costs unreimbursed for any issue we may have caused that needed
correction. It is just not right. Steel Guard agreed to reimburse us and I have
documentation to prove it. It is only
after trying to collect the payment for almost a year that I felt it necessary
to file this complaint. I have emails
from the President substantiating our agreement to the amount and emails
stating repeatedly that a check would be mailed and that it had been
mailed! One would logically conclude we
would have been paid, but we have not received payment to date.) We
have manufactured black out curtains for a variety of businesses around the
globe and have never had such a disappointing encounter with any other customer
as we had with *** Systems.
*** ordered custom black out curtains from Steel Guard Safety in June of
The customer ordered the curtains to measure 1/2" less than the
measurements given to account for the track and roller system they were
instating and with a chain weight in the bottom of the curtainThe nature of
this material is that it does have a salvage edge that does not need stitching
and the curtains are designed to hang approximately 1" off the floor (The problem was they were not even across the bottom, they did allow
light to come through underneath which defeats the purpose of “black out”
curtains, they had unfinished edges and were missing Velcro and were bunched up
at the seams and did not hang evenly)If
the curtains were to drag on the floor, the chain weight would wear through the
bottom of the curtainsThe customer did sign off on the quote that the
measurements indicated were what they wanted.
(The problems were not dimensional
problems….it was quality)There
were several curtains hi this order that did have some manufacturing issues
which we immediately agreed to correct if the curtains were shipped back to us
on our shipping account (We
were asked to box them back up, put them on a pallet and have the ready for
pick up by Steel Guard’s carrier. This
would have been great IF we still had the boxes, still had the pallet, had a
way to secure the boxes on the pallet and had a forklift to get them in a truck
that we would have to wait on site at our customer’s location for. Neither us or our customer had these
materials on site or a method to get the heavy crate up in a truck. The site was not a *** *** “store”. In my email to Steel Guard, I advised them we
would box up the curtains and bring them back to our office for a call tag to
be issued. It was not until we had them
back at our location that a pallet and their truck was mentioned. At that point, it was too late. We had no pallet or forklift at our
office. We offered to take them to the
local AFB terminal and ship out, but that was rejected by Steel Guard if the
boxes were not put on a palletWe therefore went to a local associate, picked
up a pallet and took the boxes to ABF where they agreed to strap them on and
ship them. This costs us way more than
Steel Guard would pay due to the quote they
had from their carrierI only asked for reimbursement for what their
portion of the freight charge based on their carrier quote. However, *** Systems demanded that we manufacture
new curtains and ship to them, prior to them returning the curtains with the
issues to usThis was a $12,order and I do not know any custom
manufacturer that would reproduce a second set without any guarantee that the
original order would be returned since the customer was in a different state
This expectation, we felt was unrealistic in the least(We never demanded. We asked if
they could ship new ones and we would return the oldThis was out of concern
for our customer who was about to occupy the facility and would have to do
without curtains all together if we needed to take them down, return them, have
them remade and shipped back.) Also *** Systems was demanding (We never demanded anything. We
submitted what our costs would be to rent a lift, take them down, box them up,
ship them back, make a return trip to accept the new freight and rent a lift
and install the new ones.) that we pay them the exhorbant amount of
$2,to take down and reinstall the curtains after corrections had been
made(The $was our actual costs for mileage
to the job site, travel time, labor to take down, lift rental to take down,
return trip mileage, labor and lift to install replacements.) Steel
Guard Safety countered with possible reimbursement of $and a $
credit on the next order that was promised to be in before the corrected
curtains were reshipped to them at *** ***(The President and I had several emails back and forth and we finally
agreed on the reimbursement value of $782.81.
I clearly rejected the $credit in the email and stated we had no
guarantee of any additional orders. Our
customer brought this order to us and asked us to purchase and install the
curtains. We had no other order for
curtains on this project so there is no way we would have promised another
orderI have every email sent back and forth and at NO POINT was there any
promise of a future order. In fact, at
this point, it was quite clear we would not do any more business together.) There was no confirmation of their acceptance nor has
there ever been any other order placed(I have
an email stating my acceptance and the acceptance by the Steel Guard President
who confirmed we were “good to go” and he would have his warehouse manager send
boxes. I have emails to prove the
President stated on 8/22/that he would have boxes shipped. I have an email from *** stating the boxes
were shipped out on 10/which was weeks later and I have all the emails in
between where I asked about the boxes.)
The original order was shipped directly to
*** Systems' customer *** ***, boxed and on a pallet with galvanized steel
curtain trackWhen we were notified of the manufacturing issues, we asked that
they rebox the curtains and put them back on the pallet along with the extra
track we had shipped to them in error (they were not charged for the extra
track totaling $1,615.87) and we would have our shipping contractor arrange
pick upWe were
told via email by *** *** that they could not do this unless we shipped
them new boxes and another palletWe were told they had no way of obtaining
any boxes or pallets in which to return the order to us, even though they had
just unpacked and hung the curtains(They were unpacked and hung on 8/1/13. We were now into October so no, we did not
JUST unpack and hang them and therefore we did not still have the shipping
materials. We asked Steel Guard to ship
boxes (1) because it was their manufacturing defects that led up to this and
(2) they would know exactly what sizes to use to fit the curtains for
return.) They absolutely refused to
get boxes locally and we finally had to ship them to them, so we not only had
additional cost of boxes and another pallet (Steel Guard did not ship a
pallet. We got one from a local business
friend.),
but an additional shipping cost to us of $159.87)Not as Mr. *** claims
we demanded them to be crated (Steel Guard did not demand they be “crated”
but did say they had to be on a pallet or they would not accept them back.)
When
time came for us to have the curtains and track finally shipped back to us, we
were told by *** *** that they couldn't have them picked up as they had
no forklift in which to load the pallet, so they would take it to the local
shipping hubRemember, this is a job for *** ***, so the claim of no
forklift, boxes or pallets is not believable (Steel Guard had no first
hand knowledge of the job site location or logistics. This was not a *** *** store so there was
not a forklift we had access to and there were not boxes and pallets laying
around. I could not get Steel Guard to
understand this at all)The boxes of curtains and bundle of track were shipped
to us separately without the pallet we sent them(Absolutely false. Our VP of Operations actually took the boxes
and pallet we supplied to ABF and had them strap it and ship it and I have
documentation to back it upShould you have any
questions, please do not hesitate to contact meWe appreciate the chance to
counter the complaintSincerely,
*** ***, Office
Manager
Regards
*** ***
complaint have been exaggerated. We hied to
correct the issues in a very timely manner, but everything that we at Steel
Guard Safety proposed was rejected by [redacted] resulting in a a two month
period of time before the issues could be remedied. We could have had them
returned to Steel Guard Safety, corrected and reshipped [redacted] within a week if
they had agreed to our proposal. When we finally received the curtains back, we
corrected the issues and shipped them back out to [redacted] within 3
business days as we had promised. We were and are under no contractual
obligation to do anything other than correct any manufacturing issues. We have
manufactured black out curtains for a variety of businesses around the globe
and have never had such a disappointing encounter with any other customer as we
had with [redacted] Systems.
[redacted] ordered custom black out curtains from Steel Guard Safety in June of
2013. The customer ordered the curtains to measure 3 1/2" less than the
measurements given to account for the track and roller system they were
instating and with a chain weight in the bottom of the curtain. The nature of
this material is that it does have a salvage edge that does not need stitching
and the curtains are designed to hang approximately 1" off the floor. If
the curtains were to drag on the floor, the chain weight would wear through the
bottom of the curtains. The customer did sign off on the quote that the
measurements indicated were what they wanted.
There
were several curtains hi this order that did have some manufacturing issues
which we immediately agreed to correct if the curtains were shipped back to us
on our shipping account. However, [redacted] demanded that we manufacture
new curtains and ship to them, prior to them returning the curtains with the
issues to us. This was a $12,159.37 order and I do not know any custom
manufacturer that would reproduce a second set without any guarantee that the
original order would be returned since the customer was in a different state.
This expectation, we felt was unrealistic in the least. Also [redacted] was
demanding that we pay them the exhorbant amount of $2,520.00 to take down and
reinstall the curtains after corrections had been made. Steel Guard Safety
countered with possible reimbursement of $782.81 and a $600.00 credit on the
next order that was promised to be in before the corrected curtains were
reshipped to them at [redacted]. There was no confirmation of their acceptance
nor has there ever been any other order placed.
The
original order was shipped directly to [redacted] Systems' customer [redacted],
boxed and on a pallet with galvanized steel curtain track. When we were
notified of the manufacturing issues, we asked that they rebox the curtains and
put them back on the pallet along with the extra track we had shipped to them
in error (they were not charged for the extra track totaling $1,615.87) and we
would have our shipping contractor arrange pick up. We were told via email by [redacted] that
they could not do this unless we shipped them new boxes and another pallet. We
were told they had no way of obtaining any boxes or pallets in which to return
the order to us, even though they had just unpacked and hung the curtains. They
absolutely refused to get boxes locally and we finally had to ship them to
them, so we not only had additional cost of boxes and another pallet, but an
additional shipping cost to us of $159.87). Not as Mr. [redacted] claims we
demanded them to be crated.
When time came for us to have the curtains
and track finally shipped back to us, we were told by [redacted] that they
couldn't have them picked up as they had no forklift in which to load the
pallet, so they would take it to the local shipping hub. Remember, this is a
job for [redacted], so the claim of no forklift, boxes or pallets is not
believable. The boxes of curtains and bundle of track were shipped to us
separately without the pallet we sent them.
Should you have any questions, please do not hesitate to contact
me. We appreciate the chance to counter the complaint.
Sincerely,
[redacted] Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowSteelGuard made no effort to resolve the complaint The facts presented in their reply are not fully accurate and our responses are in red below Documents are attached and can hopefully be opened as they back up everything we have been claiming As we have stated to Steel Guard, putting quality issues aside, putting shipping issues aside...the fact remains they agreed to reimburse us for costs incurred to take down, ship and reinstall the black out curtains The emails attached clearly back that up There are so many emails in which it is clear we had agreed to terms and they indicated we would be paid, then indicated a check was sent and indicated since we had not received it, they would stop payment and issue another one Now they act like that did not occur but you can't dispute what was in writing Our expectation was to be paid and they led us to believe that was the case We have been trying since November of to be paid It would be a welcome surprise if they followed through at this point but clearly at this point it is not expected they willWe offered yesterday to reduce the amount to be paid There is little we can do at this point to be paid and it is just a sad state of affairs when an individual or company does not stand by their wordWe have no plans to continue this debate back and forth in this forum We have only replied in order to clarify our side of the counter claims It has taken way too much time and energy but it was a matter of principle and the expectation of a company honoring their committmentSadly this did not hold true in this case Case Closed
MESSAGE FROM BUSINESS:
The
facts presented to the Revdex.com in this complaint have been exaggerated (We have at least emails to back up every statement made, along with quality pictures. I have emails since 11/26/
when *** emailed us to say a reimbursement check would be sent. In those emails are several in which we were told a check would be mailed or had been mailed…to include one where ***
stated the ***, the President, said he mailed a check. No check has been received.)We hied to correct the issues in a very timely manner,
but everything that we at Steel Guard Safety proposed was rejected by *** resulting in a a two month period of time before the issues could be
remedied(It took some time to come to an
agreement. We had hoped to get new
curtains to install and just return the bad ones as this would have worked best
for our customer and easier logistically.
Steel Guard did not want to go that route so the solution became we
would have to return the bad curtains and have them remade and resent. It was not our first choice but it was the
option we had to live with and given the dollar amount involved, it was not
that we did not understand their requirement, it just posed difficulties on our
end with our customer having to do without their product for the time it would
take to have them remade…not to mention the logistics and the extra trips and
costs we would incur.) We could have had them returned to Steel Guard Safety,
corrected and reshipped *** within a week if they had agreed to our proposal
(We did accept, as we had no other option, to
return the curtains to be remade. What
Steel Guard did not realize and did not understanding was the logistics of
going to our customer’s job site to take down and ship the curtains back. It was not an easy process.) When we finally received the curtains back, we corrected
the issues and shipped them back out to *** Systems within business days as
we had promised (*** shipped curtains back on 10/18/and we
have documentation to support the date.
They delivered to Steel Guard on 10/and I have documentation to
support that date. The curtains were
shipped back out from Steel Guard on 10/and I have documentation to support
that date. This is obviously more than
days as stated above and I have back up docs to substantiate this)We were and are under no contractual obligation to do
anything other than correct any manufacturing issues(We agree there was no contractual obligation However, we operate by a higher code to stand by our products and workmanship and we were hoping they would do the same They were asked to correct the manufacturing defects, which they
did. However, we simply asked to be
reimbursed for our costs to take the bad ones down, ship them back, make a
return trip to install new ones. Not an
unreasonable request on our part. We
incurred costs due to no fault of our own and due solely to the fact the
curtains were defective: not made
evenly, unfinished edges and missing Velcro.
As a business owner, we have never asked anyone to incur and absorb
costs unreimbursed for any issue we may have caused that needed
correction. It is just not right. Steel Guard agreed to reimburse us and I have
documentation to prove it. It is only
after trying to collect the payment for almost a year that I felt it necessary
to file this complaint. I have emails
from the President substantiating our agreement to the amount and emails
stating repeatedly that a check would be mailed and that it had been
mailed! One would logically conclude we
would have been paid, but we have not received payment to date.) We
have manufactured black out curtains for a variety of businesses around the
globe and have never had such a disappointing encounter with any other customer
as we had with *** Systems.
*** ordered custom black out curtains from Steel Guard Safety in June of
The customer ordered the curtains to measure 1/2" less than the
measurements given to account for the track and roller system they were
instating and with a chain weight in the bottom of the curtainThe nature of
this material is that it does have a salvage edge that does not need stitching
and the curtains are designed to hang approximately 1" off the floor (The problem was they were not even across the bottom, they did allow
light to come through underneath which defeats the purpose of “black out”
curtains, they had unfinished edges and were missing Velcro and were bunched up
at the seams and did not hang evenly)If
the curtains were to drag on the floor, the chain weight would wear through the
bottom of the curtainsThe customer did sign off on the quote that the
measurements indicated were what they wanted.
(The problems were not dimensional
problems….it was quality)There
were several curtains hi this order that did have some manufacturing issues
which we immediately agreed to correct if the curtains were shipped back to us
on our shipping account (We
were asked to box them back up, put them on a pallet and have the ready for
pick up by Steel Guard’s carrier. This
would have been great IF we still had the boxes, still had the pallet, had a
way to secure the boxes on the pallet and had a forklift to get them in a truck
that we would have to wait on site at our customer’s location for. Neither us or our customer had these
materials on site or a method to get the heavy crate up in a truck. The site was not a *** *** “store”. In my email to Steel Guard, I advised them we
would box up the curtains and bring them back to our office for a call tag to
be issued. It was not until we had them
back at our location that a pallet and their truck was mentioned. At that point, it was too late. We had no pallet or forklift at our
office. We offered to take them to the
local AFB terminal and ship out, but that was rejected by Steel Guard if the
boxes were not put on a palletWe therefore went to a local associate, picked
up a pallet and took the boxes to ABF where they agreed to strap them on and
ship them. This costs us way more than
Steel Guard would pay due to the quote they
had from their carrierI only asked for reimbursement for what their
portion of the freight charge based on their carrier quote. However, *** Systems demanded that we manufacture
new curtains and ship to them, prior to them returning the curtains with the
issues to usThis was a $12,order and I do not know any custom
manufacturer that would reproduce a second set without any guarantee that the
original order would be returned since the customer was in a different state
This expectation, we felt was unrealistic in the least(We never demanded. We asked if
they could ship new ones and we would return the oldThis was out of concern
for our customer who was about to occupy the facility and would have to do
without curtains all together if we needed to take them down, return them, have
them remade and shipped back.) Also *** Systems was demanding (We never demanded anything. We
submitted what our costs would be to rent a lift, take them down, box them up,
ship them back, make a return trip to accept the new freight and rent a lift
and install the new ones.) that we pay them the exhorbant amount of
$2,to take down and reinstall the curtains after corrections had been
made(The $was our actual costs for mileage
to the job site, travel time, labor to take down, lift rental to take down,
return trip mileage, labor and lift to install replacements.) Steel
Guard Safety countered with possible reimbursement of $and a $
credit on the next order that was promised to be in before the corrected
curtains were reshipped to them at *** ***(The President and I had several emails back and forth and we finally
agreed on the reimbursement value of $782.81.
I clearly rejected the $credit in the email and stated we had no
guarantee of any additional orders. Our
customer brought this order to us and asked us to purchase and install the
curtains. We had no other order for
curtains on this project so there is no way we would have promised another
orderI have every email sent back and forth and at NO POINT was there any
promise of a future order. In fact, at
this point, it was quite clear we would not do any more business together.) There was no confirmation of their acceptance nor has
there ever been any other order placed(I have
an email stating my acceptance and the acceptance by the Steel Guard President
who confirmed we were “good to go” and he would have his warehouse manager send
boxes. I have emails to prove the
President stated on 8/22/that he would have boxes shipped. I have an email from *** stating the boxes
were shipped out on 10/which was weeks later and I have all the emails in
between where I asked about the boxes.)
The original order was shipped directly to
*** Systems' customer *** ***, boxed and on a pallet with galvanized steel
curtain trackWhen we were notified of the manufacturing issues, we asked that
they rebox the curtains and put them back on the pallet along with the extra
track we had shipped to them in error (they were not charged for the extra
track totaling $1,615.87) and we would have our shipping contractor arrange
pick upWe were
told via email by *** *** that they could not do this unless we shipped
them new boxes and another palletWe were told they had no way of obtaining
any boxes or pallets in which to return the order to us, even though they had
just unpacked and hung the curtains(They were unpacked and hung on 8/1/13. We were now into October so no, we did not
JUST unpack and hang them and therefore we did not still have the shipping
materials. We asked Steel Guard to ship
boxes (1) because it was their manufacturing defects that led up to this and
(2) they would know exactly what sizes to use to fit the curtains for
return.) They absolutely refused to
get boxes locally and we finally had to ship them to them, so we not only had
additional cost of boxes and another pallet (Steel Guard did not ship a
pallet. We got one from a local business
friend.),
but an additional shipping cost to us of $159.87)Not as Mr. *** claims
we demanded them to be crated (Steel Guard did not demand they be “crated”
but did say they had to be on a pallet or they would not accept them back.)
When
time came for us to have the curtains and track finally shipped back to us, we
were told by *** *** that they couldn't have them picked up as they had
no forklift in which to load the pallet, so they would take it to the local
shipping hubRemember, this is a job for *** ***, so the claim of no
forklift, boxes or pallets is not believable (Steel Guard had no first
hand knowledge of the job site location or logistics. This was not a *** *** store so there was
not a forklift we had access to and there were not boxes and pallets laying
around. I could not get Steel Guard to
understand this at all)The boxes of curtains and bundle of track were shipped
to us separately without the pallet we sent them(Absolutely false. Our VP of Operations actually took the boxes
and pallet we supplied to ABF and had them strap it and ship it and I have
documentation to back it upShould you have any
questions, please do not hesitate to contact meWe appreciate the chance to
counter the complaintSincerely,
*** ***, Office
Manager
Regards
*** ***
The
facts presented to the Revdex.com in this...
complaint have been exaggerated. We hied to
correct the issues in a very timely manner, but everything that we at Steel
Guard Safety proposed was rejected by [redacted] resulting in a a two month
period of time before the issues could be remedied. We could have had them
returned to Steel Guard Safety, corrected and reshipped [redacted] within a week if
they had agreed to our proposal. When we finally received the curtains back, we
corrected the issues and shipped them back out to [redacted] within 3
business days as we had promised. We were and are under no contractual
obligation to do anything other than correct any manufacturing issues. We have
manufactured black out curtains for a variety of businesses around the globe
and have never had such a disappointing encounter with any other customer as we
had with [redacted] Systems.
[redacted] ordered custom black out curtains from Steel Guard Safety in June of
2013. The customer ordered the curtains to measure 3 1/2" less than the
measurements given to account for the track and roller system they were
instating and with a chain weight in the bottom of the curtain. The nature of
this material is that it does have a salvage edge that does not need stitching
and the curtains are designed to hang approximately 1" off the floor. If
the curtains were to drag on the floor, the chain weight would wear through the
bottom of the curtains. The customer did sign off on the quote that the
measurements indicated were what they wanted.
There
were several curtains hi this order that did have some manufacturing issues
which we immediately agreed to correct if the curtains were shipped back to us
on our shipping account. However, [redacted] demanded that we manufacture
new curtains and ship to them, prior to them returning the curtains with the
issues to us. This was a $12,159.37 order and I do not know any custom
manufacturer that would reproduce a second set without any guarantee that the
original order would be returned since the customer was in a different state.
This expectation, we felt was unrealistic in the least. Also [redacted] was
demanding that we pay them the exhorbant amount of $2,520.00 to take down and
reinstall the curtains after corrections had been made. Steel Guard Safety
countered with possible reimbursement of $782.81 and a $600.00 credit on the
next order that was promised to be in before the corrected curtains were
reshipped to them at [redacted]. There was no confirmation of their acceptance
nor has there ever been any other order placed.
The
original order was shipped directly to [redacted] Systems' customer [redacted],
boxed and on a pallet with galvanized steel curtain track. When we were
notified of the manufacturing issues, we asked that they rebox the curtains and
put them back on the pallet along with the extra track we had shipped to them
in error (they were not charged for the extra track totaling $1,615.87) and we
would have our shipping contractor arrange pick up. We were told via email by [redacted] that
they could not do this unless we shipped them new boxes and another pallet. We
were told they had no way of obtaining any boxes or pallets in which to return
the order to us, even though they had just unpacked and hung the curtains. They
absolutely refused to get boxes locally and we finally had to ship them to
them, so we not only had additional cost of boxes and another pallet, but an
additional shipping cost to us of $159.87). Not as Mr. [redacted] claims we
demanded them to be crated.
When time came for us to have the curtains
and track finally shipped back to us, we were told by [redacted] that they
couldn't have them picked up as they had no forklift in which to load the
pallet, so they would take it to the local shipping hub. Remember, this is a
job for [redacted], so the claim of no forklift, boxes or pallets is not
believable. The boxes of curtains and bundle of track were shipped to us
separately without the pallet we sent them.
Should you have any questions, please do not hesitate to contact
me. We appreciate the chance to counter the complaint.
Sincerely,
[redacted] Office Manager