Transline Supply Company

***, My name is [redacted] ***, owner of Transline Supply This issue was not handled correctly by TranslineIt should have ended the minute the customer said he was not familiar with our shipping policies, and the freight refunded We have a meeting set to discuss policies internally on Tuesday to make our shipping policies clearer to customers, and more importantly, how to resolve issues in the future before they escalate to this level Transline Supply is a distributorWe only sell to merchants, such as retail stores, book stores, book distributors and other wholesalersAll our written offers, catalogs, website and flyers clearly state that we do not sell to the public99% of business is repeat customers, with an average repeat order cycle of days Our policy of free shipping over $to commercial addresses is laid out in our catalogs, on our website www.translinesupply.com, in all our sales offers, email offers, and by our customer service staff when a customer sets up a new account Here, we erred when our shipping policy was not reiterated to the customer over the phone when he placed his order The confirming sales orders we email after an order is placed list either “Freight Prepaid” or “Bill Freight” In this case, it said “Bill Freight”Please see attached confirmation email To that end, language will be added to our confirming sales orders this weekend to clearly outline our free shipping policy is over $to commercial addresses I have instructed the bookkeeper to refund the shipping balance immediately Thank you [redacted] Transline Supply Co Enterprise Ln Huntington Beach, CA [redacted]

Thank you very much for resolving this issueI feel it could have been resolved without your assistance if the company had listened to me to begin with, but nevertheless, I did receive the credit and appreciate their willingness to work with me on itMy apologies for not getting back to you right away but I was out of town

Thank you very much for resolving this issue. I feel it could have been resolved without your assistance if the company had listened to me to begin with, but nevertheless, I did receive the credit and appreciate their willingness to work with me on it. My apologies for not getting back to you right away but I was out of town.

[redacted],
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My name is [redacted], owner of Transline Supply.
 
This issue was not handled correctly by Transline. It should have ended the minute the customer said he was not familiar with our shipping policies, and the freight refunded.
 
We have a meeting set to discuss policies internally on Tuesday to make our shipping policies clearer to customers, and more importantly, how to resolve issues in the future before they escalate to this level.
 
Transline Supply is a distributor. We only sell to merchants, such as retail stores, book stores, book distributors and other wholesalers. All our written offers, catalogs, website and flyers clearly state that we do not sell to the public. 99% of business is repeat customers, with an average repeat order cycle of 30 days.
 
Our policy of free shipping over $300 to commercial addresses is laid out in our catalogs, on our website www.translinesupply.com, in all our sales offers, email offers, and by our customer service staff when a customer sets up a new account.
 
Here, we erred when our shipping policy was not reiterated to the customer over the phone when he placed his order.
 
The confirming sales orders we email after an order is placed list either “Freight Prepaid” or “Bill Freight”.  In this case, it said “Bill Freight”. Please see attached confirmation email.
 
To that end, language will be added to our confirming sales orders this weekend to clearly outline our free shipping policy is over $300 to commercial addresses.
 
I have instructed the bookkeeper to refund the shipping balance immediately.
 
Thank you.
 
[redacted]
Transline Supply Co
18202 Enterprise Ln
Huntington Beach, CA 92648
800.[redacted]

Review: I ordered a set of books from this company and was quoted on the phone a price of $197+. When the credit card was charged, the cost was $235+. When I inquired about the difference, I was told it was for shipping costs. There was never any mention of shipping costs on the phone, nor was it printed on the invoice I received by e/mail. When I corresponded with the bookkeeper, [redacted], he admitted he did not say anything about shipping charges on the phone originally and said he generally does not do so because customers should know that. How was I supposed to know? I have only ordered once before and there were no shipping charges then so I had no way of knowing they would be added now. He refused to give me any credit even though I offered to split the charges with him as a good faith effort to resolve the situation. I feel the charges were unwarranted as it was not explained up front.Desired Settlement: I believe I should get the $38 back for shipping as it was never disclosed in the ordering process. I may have revised the order if I had known in advance about the charges.

Business

Response:

[redacted], My name is [redacted], owner of Transline Supply. This issue was not handled correctly by Transline. It should have ended the minute the customer said he was not familiar with our shipping policies, and the freight refunded. We have a meeting set to discuss policies internally on Tuesday to make our shipping policies clearer to customers, and more importantly, how to resolve issues in the future before they escalate to this level. Transline Supply is a distributor. We only sell to merchants, such as retail stores, book stores, book distributors and other wholesalers. All our written offers, catalogs, website and flyers clearly state that we do not sell to the public. 99% of business is repeat customers, with an average repeat order cycle of 30 days. Our policy of free shipping over $300 to commercial addresses is laid out in our catalogs, on our website www.translinesupply.com, in all our sales offers, email offers, and by our customer service staff when a customer sets up a new account. Here, we erred when our shipping policy was not reiterated to the customer over the phone when he placed his order. The confirming sales orders we email after an order is placed list either “Freight Prepaid” or “Bill Freight”. In this case, it said “Bill Freight”. Please see attached confirmation email. To that end, language will be added to our confirming sales orders this weekend to clearly outline our free shipping policy is over $300 to commercial addresses. I have instructed the bookkeeper to refund the shipping balance immediately. Thank you. [redacted]Transline Supply Co18202 Enterprise LnHuntington Beach, CA 92648800.[redacted]

Consumer

Response:

Thank you very much for resolving this issue. I feel it could have been resolved without your assistance if the company had listened to me to begin with, but nevertheless, I did receive the credit and appreciate their willingness to work with me on it. My apologies for not getting back to you right away but I was out of town.