Witmer Public Saftey Group Reviews (%countItem)
Witmer Public Saftey Group Rating
Address: 104 Independence Way, Coatesville, Pennsylvania, United States, 19320-1653
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I placed a one-item order with this company on March 2, shown as "in stock" on their website. I called 1 week later because it had not shipped, was still showing as "in stock" on their website but I was told on the phone it had been out of stock but was "just received today, will be shipped out." The WRONG item was finally received on April 19, 6 weeks after placing the order, their own internal stock # SKU barcode sticker corresponding to the stock # I had ordered, had been incorrectly stuck on the WRONG item by the seller so the WRONG item was shipped. Plus, the item had been folded in half and mailed in an ordinary envelope so some of the decals had been cracked and damaged by folding. I contacted the company by phone which requested pictures to verify the problem, I emailed pictures of the WRONG item which was sent, also showing that it had been damaged by them folding it in half, along with pictures of the attached SKU barcode sticker which corresponded to the item # I had actually ordered. They replied saying that I had received the correct item so if I wanted to return it, I would have to pay postage. I replied that I had NOT received what I ordered, the SKU barcode sticker I received was correct but it was attached to the WRONG item. It was not my fault if their warehouse worker had applied the wrong SKU barcode stock # sticker to a different item than what I ordered. They replied with a prepaid mailing label so I returned the item, however upon checking I found that they did not refund my full purchase price, they only refunded the item cost, not my shipping cost. They sent the wrong item but refuse to give me a full refund even though it was their fault!
Thank you for your message. We seem to have conflicting information in our system and I need to speak with our Customer Service manager about this before I'm able to get this fixed for you. She is out of the office today. I should be able to respond on Monday with actual information for you. I apologize for the frustration and the delays.
James
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The company eventually issued a refund but not until the complaint was filed with the Revdex.com.
Regards
On May 20th 2018 my son went the to the fire show in harrisburg and ordered a new *** leather helmet as he is a fire fighter, when he opened the box and put it on I joked and told him it looked like a cowboy hat cause the sides were flipped like one, shortly after receiving the helmet he had put his stickers on that he had also order from the fire store and after this noticed a couple nicks out of the paint on the helmet, called the fire store they sent him out a can of paint to repair the nicks, fast forward to march of 2019 a bolt in the front piece of the helmet came loose, he called the fire store they told him because he bent the helmet he had voided the warranty, so he called *** who warranties the helmet and was told by a woman named *** that because The fire store sent him the paint that this actually voided the warranty but was told to send the helmet in they would fix the bolt and make sure the helmet was still safe, he received a next day air label and sent it that day, on March 29th my son emailed them to make sure the helmet was received *** confirmed and then also sent a separate email stating the helmet was safe and that also after pulling the order for this helmet they found it was a refurbished helmet not brand new from the company, needless to say I got highly upset and I stepped in then cause my son at his age hasn't dealt with companies yet, I have been going back and forth with both *** and the fire store and way to many people involved now and to many different things have been said, now all of a sudden on a conference call with a *** from *** they now say the helmet is unsafe, so they sent this helmet back to my son on the 29th deemed it safe now the story changes again, Kim J from the fire store had just sent me an email and I called her cause she is who Ive been dealing with and was in full agreement with me about wanting to know answers, she said she is no longer allowed to engage with me, as per her CEO which is extremely upsetting
Hello Revdex.com,
The customer, ***, received a brand new helmet from us. We have explained that over and over and so has the manufacturer. The mfg rep that sent her an email saying it was refurbished was either flat out wrong or miss-typed whatever it was she meant to say. This has been explained by the person responsible for that rep at *** and by us. We have bent over backwards trying to help her son. When he complained at the beginning about chips in the paint we offered to replace the helmet. The customer refused and asked for a can of paint. We sent that paint. He had a warranty issue with the helmet and it was sent to *** and it was repaired and sent back. At some point in the dialog with ***, they told *** (***'s son) that his helmet wasn't safe to wear due to alterations and modifications that he has made to his helmet. *** then demanded they send him a new helmet. *** offered to send him a new helmet if he returned the original. This is not normal practice for them since he altered the helmet, but they wanted to help. He refused. *** went further and sent *** a free NFPA approved helmet so that he could keep fighting fires while the original leather helmet was sent back for replacement. Again he has refused stating that this helmet now holds sentimental value to him. I don't know how we or *** can be expected to refund or replace a helmet which they refuse to send back. They now have 2 helmets for the price of 1, and want either an additional new helmet or a refund on the original (which is a new request). We have done all we can do. *** has insisted on speaking for her son rather than him handle this situation. *** has grown frustrated with *** as her stories about how the alterations to ***'s helmet came to be have changed multiple times. We don't understand why her adult son isn't handling this issue. *** did not buy this helmet and is not our customer. Still we've spent collectively days worth of time responding back and forth with her trying to resolve this issue. At some point you are forced to say that if you won't return the product, then there is nothing we can or will do.
*** made the final offer to ***. They seem to have rejected that offer. There is nothing more we can do or will do.
Hello Revdex.com,
Everything *** continues to say has been hashed out, debunked, and responded to via email, phone call, and her facebook review. My company cannot continue to get caught up in such back and forth. We've been forced to say the same thing over and over again and it doesn't seem that anything we say seems to get through. *** is not our customer. Her adult son is.
These were our final statements on this matter which were made on her facebook review:
Your son wasn't sent a refurbished helmet. We don't sell refurbished helmets. This has already been discussed. That email from a rogue rep at *** has already been debunked by everyone else at *** that you've spoken with and by us. We have done everything in our power to help your son. He claimed his original helmet had nicks in it when it arrived. We offered a replacement. He refused and asked for paint. We sent him paint. A year later you contact *** and they also offered a replacement, but you refused to send back the original one. To make things easier on him and to enable him to continue fighting fires they sent him a brand new *** NFPA helmet to use while the original helmet gets returned so they can send him a new one, they even told you to keep the 664 as well. You/He continues to refuse and you continue to demand a new helmet get sent with nothing returned. You are demanding 3 helmets for the price of one now...that is unreasonable and neither TheFireStore or *** will accommodate that request. We've bent over backwards and cannot continue to waste time engaging in such ludicrous demands. We work our tails off everyday in the service of Public Safety Professionals all across this great country and we can't keep spending our time on this. Take ***'s offer or don't, but the final offer was made. I wish your son all the best in his firefighting career, we'll continue to be here for him as we have been.
James W CEO
When she responded we again reminded her of the very generous offer that the manufacturer made her son which she and seemingly her son (who doesn't seem to be allowed to speak for himself) rejected. This was there offer:
This email summarizes the conversation this morning regarding your ***® *** Leather Fire Helmet:
• The *** Leather Fire Helmet you sent to *** (re: ***) had been altered to include a leather chinstrap, additional non-certified stickers and a bend that was not factory produced. The alterations made to your *** Leather Fire Helmet voided both the NFPA certification and the warranty. As a result, *** is not obligated to replace your altered *** Leather Fire Helmet under warranty. Further, due to the alterations made to your *** Leather Fire Helmet, it must be not used for any firefighting activities.• Because your altered *** Leather Fire Helmet should not be used for any firefighting activities, we will send you one modern style ***/*** fire helmet in a structural firefighting configuration for use.• Further, *** is willing to replace your altered *** Leather Fire Helmet with a new commensurate leather fire helmet under “appeasement” to help ensure your satisfaction. • The commensurate leather fire helmet will be provided upon receipt of your current altered *** Leather Fire Helmet. Once *** receives your current altered *** Leather Fire Helmet, it will be destroyed.• As proposed, you may remove anything you’ve added to your current altered *** Leather Fire Helmet, such as stickers and the leather chinstrap prior to sending it back. We’ve also offered to let you keep the front carved eagle from your current altered *** Leather Fire Helmet if you choose.• We will send you a *** shipping label to return your current altered *** Leather Fire Helmet to ***, free of charge.• You may keep the ***/*** modern style fire helmet upon receipt of your new, replacement leather fire helmet.• This offer will expire on Thursday, April 25, 2019 (5PM EST). If we do not hear from you in writing by that time, we will consider this matter closed.Ma'am, this is the content that was provided to you and your son. For the record, every helmet gets sent with warranty information. It is your responsibility to familiarize yourself with that information and then make your own decisions from there. We have done all that we will do. The ball was in your court. You have refused the offer and therefore we cannot continue down this path. This is our final reply.
Revdex.com,
I have nothing further to comment or add to this. I ask that you swiftly review and close this.
James
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Mr. W your response is that of ***'s your company has not been willing from the very start to take any responsibility for your wrong doings. Your rep Kim J is the one that agreed with me before she was warned by you to not have any more contact with me. Yes my son is now an adult (18) at the time of this sale he was 17 still a minor, I am raising my son to the very best I know how and that is to guide him into adulthood, I'd hope you understand this if you have children. My son is very capable of speaking for himself in most cases but this one I stepped in when we were told he paid for a brand new one but find out it's refurbished and again yes it was a year later because we had ANOTHER issue with the helmet that is when we found out it's refurbished, please stop making it sound like we waited a year and then filed a complaint. Also, it's very upsetting that you keep saying we've demanded, never once have we demanded anything we've only asked the right thing be done either a refund ( I even asked for a credit so he could continue working with your company) or a new helmet and let him keep the helmet that holds very sentimental value to him, he wouldn't ask this if he didn't spend a year serving communities & saving a life and watching some die if this would've been done correctly from the start, do you understand what a firefighter's gear means to them ? You can ask that it's swiftly reviewed and closed because you know that it's wrong, the way you handled this is completely wrong you wouldn't even take the time to answer any of my calls from the start because you know it's wrong, and I guess it's a shame that y'all would try to take advantage of a minor this way !!!! So no I do not accept your response because you and your company have not even tried you've blamed everyone else and never stepped up and took responsibility for your actions..
Regards
I purchased gloves from thefirestore.com. The wrong ones arrived. They did not match the picture. So I returned them and asked for the correct ones. I got a message saying the gloves I returned were the gloves I ordered. After multiple contacts via email/phone I was given the answer that the glove that is pictured was discontinued and the glove I was shipped replaced them. I told them that there listing still showed the discontinued glove. At this time they have not updated the listing. I have been told I was getting a refund but it has not posted yet to my bank account.
's concerns were taken seriously and all of his requests have been met. He asked for us to remove the *** listing that had the old picture of the gloves and he asked for a full refund. Both of those actions have been completed. See the attached picture for proof of our refund. The *** listing was an old one that had been created by a former employee and we failed to properly maintain it. The customer did get a brand new pair of gloves that are the current style made by the manufacturer. While I understand his concern that they look different, we did send the correct product. Our listing was wrong, but if the customer were to desire these gloves, anywhere he buys them they will be just like the pair he just returned to us.
I am extremely sorry that this issue went to the point of needing to involve the Revdex.com.
Thank you,
James W
Unfortunately the customer is mistaken. I didn't have all of my information correct in my last response and gathered more info from my staff. Our listing on *** is in fact 100% accurate and correct which is why we relaunched the listing. The customer wanted our *** listing to be for the gloves shown at this link: https://www.thefirestore.com/store/product.aspx/productId/***-***-Structural-Glove/
But that is NOT what we are selling at this link: https://www.***.com/itm/***Structural-***-Firefighting-Extrication-Glove-Long***
The customer, though mistaken, has been made completely whole. But we will not meet a demand to remove a listing that is not incorrect. We have stock left of the regular *** gloves. The listing on our website is for the ***. There is a difference and our listing on *** is not wrong.
I understand that the customer bought on *** thinking he was getting what was on our website and what a friend had bought, but he got what was pictured on *** and what was accurately described on ***.
I'm sorry that the customer is upset, but he made a mistake or an assumption, I don't know, but we already ate the cost of that mistake, we do not need to remove a listing that is correct.
I don't know what else I can do to help the customer feel better about this situation, but our listings are accurate on *** and on our website and they are in fact 2 different gloves. Different name and different appearance. We can only use the names that the Manufacturer gives the products, so if the customer missed the word ***, I can understand, but that is all we have to work with. The customer could have questioned us via *** to ask about the picture to see if it was wrong, but to my understanding he did not, and we could have clarified that these gloves on *** were the older version.
Once again, the customer returned the gloves, got a full refund. We see this issue as resolved.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Your information is incorrect. You do not have all the information from your staff. You are doing a terrible job to resolve this issue.
Regards