We ordered two rolls of WWWaterway material with Freight & handling charges of $for the two rolls We paid in advance via credit card and, when the product arrived, there was a hole in the covering material of one roll, continuing into the product itself Since we ordered more than was required for the job, what we have left is probably sufficient, but I called the company anyhow, spoke to a Dan J***, and requested that a $credit on the shipping charges might be in order, just for good customer service's sake He declined, saying his only recourse would be to have FedEx pick up the damaged roll, return it to the company and for them to ship us another roll I explained that this was not acceptable because it would delay construction and that WE were not a party to Stuc-O-Flex's contract of carriage with FedEx, that we were Stuc-O-Flex's customer and THEY were FedEx's The proper thing to do would have been to issue the credit and then collect from FedEx because o
Good Afternoon [redacted], Responding to Mrs. [redacted]’s complaint, I would like offer our perspective on the matter. This Waterway material is promoted and sold to licensed contractors, installed by professionals. When questioned, Mrs. [redacted] matter-of-factly told us she was...
functioning as her own “General Contractor” and therefore wanted to buy the product direct. She further acknowledged an understanding of the material, use, features and installation requirements. We accepted her order for two rolls of the Waterway material and billed her credit card for both the product cost and FedEx home delivery charges. A few days later Mrs. [redacted] contacted our office indicating one of the rolls had been destroyed during shipping and demanded we replace that material via FedEx “Next Day Air”. Our costs in excess of $350 (product & shipping fee). We expressed our concern but explained we were unable to provide next day air delivery - she hung up the phone. Shortly thereafter, she called back and spoke with our office manager Jim K[redacted]. Again voicing frustration and demanding a replacement roll be delivered the following day. Jim also confirmed if the product was damaged, we’d be pleased to replace the roll via standard FedEx Home Delivery. She again hung up. Later that day [redacted] called requesting the general manager. I spoke with Mrs. [redacted], offering the policies from FedEx on how they require processing of damaged goods claims. I reiterated our desire to help and asked for an image of the damage material. Her only comment, I want it here tomorrow. 20 minutes later the husband called – abbreviated version, “just give her $20.00”. As I explained the company had structured policies and procedures for handling claims, he indicated [redacted] would not be happy about this. After receiving the picture (copy included above), I personally contacted [redacted] to assure her the product was not compromised or destroyed, only slightly damaged (less than 1%) and the balance would be perfectly suitable for her use. To no avail… She even called again later that day asking for the owner, unfortunately he was not in the office. Please note in her complaint, “Since we ordered more than was required for the job, what we have left is probably sufficient” contradicts her statement “because it would delay construction” I retrospect, seems there was no practical way to resolve this matter to her satisfaction. It’s unfortunate, for over 30 years our mission has been to exceed client expectations. Appreciate your understanding, please let me know if any additional information would be helpful. Kind Regards, Dan J[redacted] Technical Sales Manager Stuc-O-Flex International, Inc. 1-800-305-1045 1-425-885-5085 Corporate Office 1-206-953-3451 Cell 1-425-869-0107 Fax www.stucoflex.com
We ordered two rolls of WWWaterway material with Freight & handling charges of $for the two rolls We paid in advance via credit card and, when the product arrived, there was a hole in the covering material of one roll, continuing into the product itself Since we ordered more than was required for the job, what we have left is probably sufficient, but I called the company anyhow, spoke to a Dan J***, and requested that a $credit on the shipping charges might be in order, just for good customer service's sake He declined, saying his only recourse would be to have FedEx pick up the damaged roll, return it to the company and for them to ship us another roll I explained that this was not acceptable because it would delay construction and that WE were not a party to Stuc-O-Flex's contract of carriage with FedEx, that we were Stuc-O-Flex's customer and THEY were FedEx's The proper thing to do would have been to issue the credit and then collect from FedEx because o
Good Afternoon [redacted], Responding to Mrs. [redacted]’s complaint, I would like offer our perspective on the matter. This Waterway material is promoted and sold to licensed contractors, installed by professionals. When questioned, Mrs. [redacted] matter-of-factly told us she was...
functioning as her own “General Contractor” and therefore wanted to buy the product direct. She further acknowledged an understanding of the material, use, features and installation requirements. We accepted her order for two rolls of the Waterway material and billed her credit card for both the product cost and FedEx home delivery charges. A few days later Mrs. [redacted] contacted our office indicating one of the rolls had been destroyed during shipping and demanded we replace that material via FedEx “Next Day Air”. Our costs in excess of $350 (product & shipping fee). We expressed our concern but explained we were unable to provide next day air delivery - she hung up the phone. Shortly thereafter, she called back and spoke with our office manager Jim K[redacted]. Again voicing frustration and demanding a replacement roll be delivered the following day. Jim also confirmed if the product was damaged, we’d be pleased to replace the roll via standard FedEx Home Delivery. She again hung up. Later that day [redacted] called requesting the general manager. I spoke with Mrs. [redacted], offering the policies from FedEx on how they require processing of damaged goods claims. I reiterated our desire to help and asked for an image of the damage material. Her only comment, I want it here tomorrow. 20 minutes later the husband called – abbreviated version, “just give her $20.00”. As I explained the company had structured policies and procedures for handling claims, he indicated [redacted] would not be happy about this. After receiving the picture (copy included above), I personally contacted [redacted] to assure her the product was not compromised or destroyed, only slightly damaged (less than 1%) and the balance would be perfectly suitable for her use. To no avail… She even called again later that day asking for the owner, unfortunately he was not in the office. Please note in her complaint, “Since we ordered more than was required for the job, what we have left is probably sufficient” contradicts her statement “because it would delay construction” I retrospect, seems there was no practical way to resolve this matter to her satisfaction. It’s unfortunate, for over 30 years our mission has been to exceed client expectations. Appreciate your understanding, please let me know if any additional information would be helpful. Kind Regards, Dan J[redacted] Technical Sales Manager Stuc-O-Flex International, Inc. 1-800-305-1045 1-425-885-5085 Corporate Office 1-206-953-3451 Cell 1-425-869-0107 Fax www.stucoflex.com