Tri-Star Industrial Lighting

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Contact Name and Title: [redacted] Cust.Serv.Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hotmail.com Before the [redacted] called me regarding returning the merchandise, he tried to ship this merchandise back twiceWe verify every order before we ship out any merchandise to be sure that the merchandise will be accepted and paid forIf a customer wants to return merchandise we require a restocking fee, which is 15% of the amount of the original invoiceThat is to recover some of what we have spent to ship the merchandise out to the customerThe restocking fee requirement is at the bottom of the invoiceI had no idea the [redacted] even wanted to return the merchandiseSo after his second attempt to return the merchandise, I emailed a restocking fee invoice over to the postSince that was the first contact I had with himI don't know why after the merchandise was refused the first time, he would try to contact our company to inquire why the merchandise was refusedBut he chose to just try to ship the merchandise back again, so again, it was refusedAt that point is when we had our initial conversation and I explained to the [redacted] our restocking fee policyI was never rude to him, and I do not recall him hanging the phone up on meOur conversations were civilized and the [redacted] never gave me a reason to be rudeIf the [redacted] would have contacted me before he first tried to ship the merchandise back, this all could have been avoidedThe [redacted] chose not to and I had no idea he was even attempting to return merchandiseThe [redacted] is out of pocket for the two shipments simply because he chose not to contact our company to discuss returning the merchandise and to inquire about the restocking feeThis situation could have been avoided if the [redacted] just would have called our company to explain he wanted to return the merchandiseHis out of pocket expenses are due to his lack of communication, unfortunately Regards, [redacted] Customer Service Manager Tri-Star Lighting Inc XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all she completely missed the point of my complaintMy point was that prior to returning the merchandise the first and second time, there is no mention on their website or the invoice that if we chose to return the order that one has to callAs a matter of fact the only information on the invoice is at the bottom which reads: "2% off if paid in daysA 15% re-stock fee on all returned merchA late fee of 1.5% after days." So, the company does not indicate as I mentioned that one has to call them for permission to return the orderWhy would I call them if there are no indications either on the invoice or website that you do soThis is pretty poor customer service I have no qualms with paying the re-stock fee as it is clearly indicated on the billing invoiceAs far as my conversation to her, I did hang up the phone after I told her I would file a complaint with the appropriate agenciesHer response was basically "go ahead," at which time I hung upI still request that of the shipping return fees we paid be reimbursedThe first was $on 7/31/and the second was $8/28/15, for a total of $ Final Business Response / [redacted] (4000, 9, 2015/10/15) */ Contact Name and Title: [redacted] Cust.Serv.Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hotmail.com To Whom It May Concern When a customer wants to ship back merchandise they need an RA # - Otherwise the merchandise will not be expectedWhen the merchandise was not accepted the first time you think someone would have called to find out the reason the merchandise was not acceptedUnfortunately no one did, for two returnsWe are not responsible for the shipping charges that [redacted] incurred and considered the matter closed Regards, [redacted] Customer Service Manager XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: [redacted] Cust.Serv.Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hotmail.com
We do not have any indication of problems with the aforementioned company. A person by the name of [redacted] whom...

identified herself "General Manager" for the store ordered (12) heat lamps from us. Every order gets verified by our shipping department before it is shipped out, confirming all the details of the order, these calls are all recorded with the customer's permission to ensure they are getting the correct product, pricing, and shipping/billing address. In addition to confirming the quantity, price, and shipping information, we also confirm the position of the person ordering and that they are authorized to be placing the order. This recording is available to be played back at anytime. At this point in the interest of resolving this [redacted]'s can either pay for the lamps or return them at their own expense. (Normally we charge a restocking fee which we would waive.)
Any further questions please feel free to contact me at XXX-XXX-XXXX.
Regards,
[redacted]
Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called and explained that our company policy is that I am the only person able to make purchases from their company. The lady in the statement does not have the authority as we have never set up credit or an account with them. I asked them not to contact any of my locations again but now I am receiving an invoice from the same contact information but with a different name. I called the number and asked for the new name and they said they don't have a business by that name. Well clearly there has to be as that is were a check would be mailed and cashed. They are a company that is dirty in how they do business. Don't you think if you have to record a phone call just to order light bulbs it would be a red flag? The biggest flag I have is that they are invoicing now under a different name but when I call that number it is the prior name answering the phone and when I call them out on it she denied and was not good at covering up. This is a very dishonest company. Their light bulbs that they shipped without proper approval can be picked up at their own expense.
Final Business Response /* (4000, 9, 2015/10/29) */
Contact Name and Title: [redacted] Cust.Serv.Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hotmail.com
This particular [redacted]'s has paid for four previous invoices from our company. Obviously if they have paid for invoices in the past, they must have thought it was OK to do business with our company. We understand sometimes people order merchandise when they shouldn't, and that is the reason we record the verificationS to be sure that it is a good order. To also make sure our sales reps are doing what they should be doing. That said, we will pick up the merchandise at our expense ASAP and also place Parco on Do Not Call List. When we get the merchandise back we will consider the matter closed

Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted] Cust.Serv.Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hotmail.com
Before the [redacted] called me regarding returning the merchandise, he tried to ship this merchandise back twice. We...

verify every order before we ship out any merchandise to be sure that the merchandise will be accepted and paid for. If a customer wants to return merchandise we require a restocking fee, which is 15% of the amount of the original invoice. That is to recover some of what we have spent to ship the merchandise out to the customer. The restocking fee requirement is at the bottom of the invoice. I had no idea the [redacted] even wanted to return the merchandise. So after his second attempt to return the merchandise, I emailed a restocking fee invoice over to the post. Since that was the first contact I had with him. I don't know why after the merchandise was refused the first time, he would try to contact our company to inquire why the merchandise was refused. But he chose to just try to ship the merchandise back again, so again, it was refused. At that point is when we had our initial conversation and I explained to the [redacted] our restocking fee policy. I was never rude to him, and I do not recall him hanging the phone up on me. Our conversations were civilized and the [redacted] never gave me a reason to be rude. If the [redacted] would have contacted me before he first tried to ship the merchandise back, this all could have been avoided. The [redacted] chose not to and I had no idea he was even attempting to return merchandise. The [redacted] is out of pocket for the two shipments simply because he chose not to contact our company to discuss returning the merchandise and to inquire about the restocking fee. This situation could have been avoided if the [redacted] just would have called our company to explain he wanted to return the merchandise. His out of pocket expenses are due to his lack of communication, unfortunately.
Regards,
[redacted]
Customer Service Manager
Tri-Star Lighting Inc
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all she completely missed the point of my complaint. My point was that prior to returning the merchandise the first and second time, there is no mention on their website or the invoice that if we chose to return the order that one has to call. As a matter of fact the only information on the invoice is at the bottom which reads: "2% off if paid in 10 days. A 15% re-stock fee on all returned merch. A late fee of 1.5% after 30 days." So, the company does not indicate as I mentioned that one has to call them for permission to return the order. Why would I call them if there are no indications either on the invoice or website that you do so. This is pretty poor customer service.
I have no qualms with paying the re-stock fee as it is clearly indicated on the billing invoice. As far as my conversation to her, I did hang up the phone after I told her I would file a complaint with the appropriate agencies. Her response was basically "go ahead," at which time I hung up. I still request that 2 of the shipping return fees we paid be reimbursed. The first was $63.16 on 7/31/15 and the second was $60.25 8/28/15, for a total of $123.41.
Final Business Response /* (4000, 9, 2015/10/15) */
Contact Name and Title: [redacted] Cust.Serv.Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hotmail.com
To Whom It May Concern
When a customer wants to ship back merchandise they need an RA # - Otherwise the merchandise will not be expected. When the merchandise was not accepted the first time you think someone would have called to find out the reason the merchandise was not accepted. Unfortunately no one did, for two returns. We are not responsible for the shipping charges that [redacted] incurred and considered the matter closed.
Regards,
[redacted]
Customer Service Manager
XXX-XXX-XXXX