Tundra Restaurant Supply, LLC

At Tundra we make it our highest priority to Exceed Customer Expectations and is one of our Core Values We are currently working with the customer and the vendor to resolve the issues with the unit purchased There are times when our hands are tied due to Vendor or freight carrier restrictions and the responsibility falls directly on the buyer.Our policy clearly states: Please take note of the following:Someone must be present to receive, inspect and sign for the deliveryUnlike standard package deliveries, the driver will not leave your item for you if you are not there.It is very important that you inspect your package carefully while the driver is still presentIf there is any damage or signs of damage please contact us immediately and DO NOT accept or sign for your deliveryOnce you sign for a shipment, you will be responsible for filing any damage claim within days.The truck driver is not responsible for offloading your shipmentIf you do not have a proper loading dock we recommend choosing the lift-gate optionIt is also important you have help at your location to unload and move your item.Trucking companies are set up to deliver shipments to commercial addressesPlease read the residential or limited access options carefully to make sure you do not fall into one of these categoriesIf you do it would be best to see if you can have your shipment sent to a workplace or other commercial address to avoid additional chargesIf you still need to have your shipment delivered to a residential or limited access address you MUST select that option before checkoutIf you do not and the trucking company determines you fall into one of those categories you will be charged the additional cost after your shipment is deliveredIf you are unsure about your delivery location in any way please contact us at [redacted] .Tell us why here

Hi [redacted] , We apologize for this situation and any inconvenience it may have caused You had spoken to Luis on 09/25/and he did get [redacted] to next day you the defective part under warranty [redacted] then issued check # [redacted] on 01/17/in the amount of $for your service technicians labor to install this defective part [redacted] does have a 1-year parts and labor warranty handled directly through the factoryPlease call them at 603-225-and they will get you fixed up no problem if you have any issues down the road Have a great day!

I apologize for the delay here, but here is some detail around timing and how we ultimately responded to the customer. The customer ordered the steamer on 7/(***)After receiving the package, they contacted us requesting to return the steamer because it did not come with a lidWe set
up the return on 7/(***)The return was delivered to the vendor on 8/As we attempted to issue the refund in ***, we received notification that the funds were on hold because the customer opened an unauthorized transaction case in ***We let the customer know that we couldn’t issue the refund until *** concluded the investigation and the funds were released and that it could take several months.We received confirmation in December that the investigation was complete and the funds were available so we attempted the refund againWe received another notification that *** couldn’t process the refund due to the time lag/ customer’s bank account issue so we emailed our accounting department on 12/requesting they send the refund via checkweeks passed without confirmation from accounting so we emailed them again and confirmed that we refunded to their credit card on 1/15.Definitely not pleased with how long this took but I hope the customer understands that we were trying to resolve this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is a joke. The lies and finger pointing. As of right now they may have issued a check but it has not been mailed or cashed. Just another lie from Tundra Supply. Luis the customer service rep at tundra was the only shining light in this horriably run company. It would be nice if they just kept their word and not try to violate state laws like charging more for warrenty repair then the unit costs. $for a $dollar unit. Then try to convieance me this is right. COmplaints have been filed with the attorney general and looking into personal lawsuits against this company since they just cannot do what they said they were going to do. Sell a defective product days from date received broken regulator. Then a week fight to get them to send the part and fix. How are you to run a business with this type of service. Not even days old and it broke from bad manfacturing, then point the blame on everyone else.
Sincerely,
*** ***

At Tundra we make it our highest priority to Exceed Customer Expectations and is one of our Core Values.  We are currently working with the customer and the vendor to resolve the issues with the unit purchased.  There are times when our hands are tied due to Vendor or freight carrier...

restrictions and the responsibility falls directly on the buyer.Our policy clearly states: Please take note of the following:Someone must be present to receive, inspect and sign for the delivery. Unlike standard package deliveries, the driver will not leave your item for you if you are not there.It is very important that you inspect your package carefully while the driver is still present. If there is any damage or signs of damage please contact us immediately and DO NOT accept or sign for your delivery. Once you sign for a shipment, you will be responsible for filing any damage claim within 7 days.The truck driver is not responsible for offloading your shipment. If you do not have a proper loading dock we recommend choosing the lift-gate option. It is also important you have help at your location to unload and move your item.Trucking companies are set up to deliver shipments to commercial addresses. Please read the residential or limited access options carefully to make sure you do not fall into one of these categories. If you do it would be best to see if you can have your shipment sent to a workplace or other commercial address to avoid additional charges. If you still need to have your shipment delivered to a residential or limited access address you MUST select that option before checkout. If you do not and the trucking company determines you fall into one of those categories you will be charged the additional cost after your shipment is delivered. If you are unsure about your delivery location in any way please contact us at [redacted].Tell us why here...

Hi [redacted], We apologize for this situation and any inconvenience it may have caused.  You had spoken to Luis on 09/25/17 and he did get [redacted] to next day you the defective part under warranty.  [redacted] then issued check #[redacted] on 01/17/18 in the amount of $325.00 for your...

service technicians labor to install this defective part.  [redacted] does have a 1-year parts and labor warranty handled directly through the factory. Please call them at 603-225-6684 and they will get you fixed up no problem if you have any issues down the road.  Have a great day!

Initial Business Response /* (1000, 5, 2015/05/07) */
We are contacting the customer and will be crediting the full amount of $72.49 to the MC. Sorry about this but it was entered incorrectly on our end. Have a great day.