Universal Companies, Inc.

I've only ordered a few times from Universal Companies. This last time I returned two items. I followed all the instructions on returning items. After a few weeks went by I hadn't heard from them so I decided to call. After spending about 15 min waiting for someone to answer they stated they never received the items and that I'd need to file a claim with USPS. After I filed the claim it was denied bc USPS said they did deliver the items to Universal. Contacting Universal consisted of several calls on hold, phone tag and then finally 4 days later I speak to someone (Jessica) who says I have to contact USPS again bc they didn't receive the items. I said I guess then I'll have to appeal the claim decision with them and then she hung up on me. Thanks a lot Jessica & Universal.

Review: I purchased a magnifying lamp, its was defected. the company told me to return it no problem. they then claim they refunded my debit card but the card was closed and replaced by my bank. My bank says there was no way they could return a refund to a card that no longer exists. They kept the lamp and my money. This company does not stand behind their word and I would never do business with them again. I own 2 salons and would never give them my business again, I urge other salons to do the same!Desired Settlement: had they given my money back, I would of bought another lamp!Now I just want my money back!!

Business

Response:

Hello Ms. [redacted], I am the Manager of Customer Service for Universal Companies. I am contacting you regarding the complaint you received from [redacted], Revdex.com case number is [redacted], on May 13, 2013. Ms. [redacted] returned a defective Magnifying Lamp and Lens to Universal Companies in February 2013 and requested that she receive a credit for the defective equipment rather than a replacement. The Universal Companies accounting department issued a credit of $253.99 back to the credit card that the original purchase was charged to and that is on file with our company. On March 16, 2013 Ms. [redacted] contacted the Universal Companies customer service department to let us know that she had not received her credit for the Magnifying Lamp and Lens. At that time, a customer service agent contacted our CFO to obtain records from our 3rd Party Credit Card vendor that confirmed the credit was issued. These records were then emailed to Ms. [redacted] on March 20th and then again on March 29th, 2013. On April, 8, 2013, Ms. [redacted] sent an email to the general Universal Companies email address stating that she had still not received her credit for the Magnifying Lamp and Lens. On April 10, 2013 I (Customer Service Manager) personally contacted Ms. [redacted] to let her know that I would look into the matter. After learning that the customer’s original credit card information had been purged by her bank and that Ms. [redacted] would have preferred a different credit card have been credited, I asked Ms. [redacted] if she and I could place a conference call to her bank. At that time, with Ms. [redacted] on the line, I called her personal banker. During the call, I explained to Ms. [redacted] and her banker that we had verification that the bank had accepted funds from Universal Companies, which was the previous documentation that I had already sent to Ms. [redacted] on two previous occasions. The Banker explained that they would contact their Electronic Banking Claims Processing Department. After speaking to the customer and the banker, I contacted our CFO again, who opened a second investigation with [redacted], our 3rd Party Credit Card vendor so that the issue could be further investigated. The investigation again proved that the bank had received and accepted funds in the amount of $253.99 from Universal Companies. On April 16, 2013, I contacted Ms. [redacted] via phone to let her know that, after investigating a second time, [redacted] was able to prove that her bank had received and accepted funds from Universal Companies. I advised that I was emailing the settlement report and a copy of the NS810 that [redacted] supplied to my CFO. I asked that Ms. [redacted] please provide the evidence and paperwork to her bank. It was my hope that the bank would be able to reconcile where the funds went and relinquish the funds to Ms. [redacted]. I asked that Ms. [redacted] please call me back to let me know if the bank was able to provide resolution. I did not hear back from Ms. [redacted] so on May 6, 2013 I called and left her a message asking that she call me back. On May 7, 2013 Ms. [redacted] left me a message letting me know that her bank was unable to assist her, that she was moving her business to another bank but that she was keeping the account open in hopes that the bank would still be able to reimburse her money. She also told me that she really appreciated all of my assistance and that I had been great to work with. I feel that Universal Companies, our CFO, our Third-Party Credit Card vendor, and I reviewed this matter with a sense of true urgency and worked closely with Ms. [redacted] and her financial institution to assist with resolution. If you require additional details, including the settlement report and a copy of the NS810 that [redacted] supplied to my CFO and also supplied to Ms. [redacted] please let me know. In my role I am here to correct customer service issues and provide customer delight. I wish Ms. [redacted] the best and hope that she and her financial institution are able to get this matter resolved. I did everything in my power to support and provide her with the proper documentation that shows that funds were transferred. Sincerely, [redacted] Licensed EstheticianCustomer Service ManagerDirect ###-###-####Direct Toll Free ###-###-#### Ext. 4040Fax ###-###-####

Consumer

Response:

The documentation that Universal Companies supplied to me to give to Citizens Bank did not help at all. The bank can not understand how they could put credit back on a credit card that no longer existed. The paperwork gives a transaction number but its blank on the approval code line. When [redacted](Universal Co.) and [redacted] (my Citizens Bank rep) had a conference call. [redacted] told [redacted] There was no credit in that amount, from that company and that the card was closed. I don't understand how something like this happens. If it had been a credit card it would have been resolved but because it was debit im getting ripped off. And, I can go on about how Universal Companies sell defected products but I just want my money back!!!! Regards, [redacted]

Business

Response:

Hello Ms. [redacted], I am the Manager of Customer Service for Universal Companies. I am contacting you a second time regarding the customer response you received, Revdex.com case number is [redacted], on Thursday, May 16, 2013. The documentation from [redacted], our 3rd Party Credit Card vendor, was sent to the customer on April 16, 2016. Per [redacted], the “approval code” is the same as the authorization code; which neither is required during a credit/refund transaction. When a card is closed, after [redacted] has processed at the merchant acquirer, the bank would be able to credit the customer’s account in their internal systems. I would also like to point out that I (customer service manager) personally contacted the bank on April 10, 2013, to see what could be done to provide a solution for the customer. After speaking to the bank representative, I opened a second investigation and then was able to provide a copy of the settlement report and the copy of the NS810 that [redacted] provided to the customer. It was also my impression that the bank was going to contact their Electronic Banking Claims Processing Department. To date, Universal Companies has not been notified by phone, email, letter, or fax by the customer’s bank requesting clarification or additional information in any effort to provide resolution for the customer. Universal Companies has provided all the information that proves the credit has been transmitted to the bank. Also, outside of the customer’s original return, we are not aware of any other complaints about our products from this particular customer. Universal Companies stands by our products in terms of satisfaction. I feel, as I stated in my previous address of this complaint, that I have done everything in my power to support and provide this customer and her bank with the proper documentation that shows that the funds were transferred. Sincerely, [redacted] Licensed EstheticianCustomer Service ManagerDirect ###-###-####Direct Toll Free ###-###-#### Ext.[redacted]Fax ###-###-####

Review: I placed an order for light bulbs from Universal. I made sure to find the correct bulbs. The incorrect bulbs were sent. I called the day they arrived and explained the situation. They said they would send me the new bulbs and for me to send back the old ones. They were going to include a return label in the next shipment. We but the bulbs aside at the front desk while waiting for new shipment to arrive. We have very limited storage space. The bulbs were damaged. Universal wants us to pay full price for these bulbs. If they had sent the correct bulbs (which were ordered correctly) to begin with then there would not be a problem. Because we would of immediately put them in the machines they were needed for. I offered to pay them for part of the product, but do not think they should make a profit of something that was partially their fault also. They want a full payment and are turning me over to collections.Desired Settlement: I want Universal to admit that this would not be a problem if they had shipped the correct product and take the charge off of my account. I paid for the correct bulbs.

Business

Response:

After reviewing our records, I can confirm the customer did break the original bulbs which made them un-returnable. While we did send the wrong bulbs to begin with, we sent out the correct bulbs and a return label at our expense to return the wrong size bulbs. At this time, I will authorize a credit on account for $36.00. This is 50% of the price of the original bulbs. The new amount due is $38.52. I feel this compromise is just and fair.

Thank you,

VP Inbound Sales and Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,