The Gatehouse

Excellent service
Purchased a key for a Doorking intercom box (original key was lost)Received it within working days
Very pleased

Review: Dear Sirs:On July 16,2013 I placed a telephone order with GATEHOUSE SUPPLIES (Sam), located at 1874 Patricia Ave.,Simi Valley, California 93065 for a door opener at $24.58 including tax and shipping fees, at no time during this order was I informed of re-stocking or shipping fees upon cancellation. The following day at opening of business I contacted them (Sam) in efforts to cancel this order at this point they informed me that I incurred and I am responsible for re-stocking and shipping fees. By my request I was connected to supervisor (Cathy) who denied my full request waving re-stocking fee only, and displaying disrespectful, unprofessional behavior by shouting and hanging up the phone on me, I felt offended by this behavior. Further, I was reconnected to store owner (Randy) who was even less cooperative to the point that he would not even provide me with business contact information. Business lacks employee training on phone orders regarding extra fees, needs professional training on human relations involving RESPECT.Desired Settlement: My desired settlement request is to receive an apology and resolve this case by providing me with full refund/credit to my account including shipping costs. As of today, July 17, I have not received any shipments from above mentioned company.I thank you in advance for your prompt attention to this issue,Frank HughesPO Box 12Cedar Falls, Iowa 50613PH ###-###-####

Business

Response:

Order was shipped the same day. When the customer called the next day it was obviously to late to cancel. We told him to refuse the delivery and when we received the package back we would waive the restocking fee and refund for the full price of the item less the shipping fee that was already incurred by us. We feel that is a very fair offer. The customer refused to accept the offer.

Excellent service.

Purchased a key for a 1995 Doorking intercom box (original key was lost). Received it within 2 working days.

Very pleased.

Review: I extra shipping fees in order to receive an item by a prescribed date on this companies website. Because they failed to have the item ready to ship prior to close of business the next business day, I did not receive the item by the stated date and now will be forced to pay an extra days labor charges to have workers come and repair the item the part is for.When I called the company, they denied culpability and then went on to state that I didnt pay the priority shipping, which I did and have confirmation of through their own ordering system.They have called me a liar instead of taking culpability for their mistake.The Facts:Payment Info: PayPalShipping Method: US Mail Priority (2-3 days)(NOT Insured)Order Details:CodeItemQtyPriceGrand Total04-81C16804-81C168 rack1$14.98$14.98 Subtotal:$14.98 Tax:$0.00 Shipping Cost:$8.95 Grand Total:$23.93Their Response: "You placed the order on 4-14 at 1:29pm That is a Sunday we are closed that day as well as the post office. You choose USPS First class mail which is their base service upon checkout it states delivery time of 2-6 days. Your order was processed and picked up from the mail carrier from our facility on the 15th (The very next day). The post man does not scan the packages here, the package was first scanned on the 15th at 8:13pm at the post office. The package was delivered on the 19th which is exactly 5 days after the order was placed which is within the range of the 2-6 quoted. Im sorry if you were expecting something different but the order was shipped and received by you within the parameters of the method you selected for shipping."They blatantly lied.Desired Settlement: This fiasco cost me an extra $150. I would love that, but I know they wont over it. I would like a public apology and a refund of all charges.

Business

Response:

The customer ordered on Sunday, The order was shipped on Monday via Priority mail as he specified see tracking info below. ( I mistakenly said First Class but as you can see it did go via Priority)

We have a single mail pickup at the end of each business day, the postal carrier does not scan the packages when they make the pickup, the first scan is done by them at their facility which we have no control over.

The post office does not guarantee the delivery times on Priority mail they just list in most cases. As you can see they list an expected delivery time of April 17th The customer would need to talk to USPS about his issues with the delays as they are out of our control and we have no recourse with them.

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