Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint consists of 2 different issues with this order. We ordered the mixer on 9-28-22, and paid $9650 . The mixer did not meet specs when we finally received it on 2-7-23, it had a 3 phase motor. It has cost us over $1000 to convert this to run off of single phase 220v. They also failed to include the towbar on the original invoice, which is required to transport the tow behind mixer, and we paid for that on 10-18-22 and paid an additional $340. We received the towbar, but still have not received the hitch ball that we paid $190 ($145 + $45 shiping). They shipped it, but we never received it. I have attached the email string in which they state that "Our responsibility is to ship the item purchased to you. Our due diligence has been completed. If you'd like to follow up with the carrier you are more than welcome to do so because they have the merchandise you purchased, we have no control over the carrier or the issues they run into. We completed a second courtesy call today. This case is closed on our end." The local post office cannot find the package, and I still do not have it. I am seeking refund of $190 for the missing item, and $1000 for the additional parts and labor to make the mixer work, that was not part of what was agreed upon when purchasing.

  Business Response

  Date: 03/15/2023

  The order was place by **** ********l, we shipped the item that he ordered for your business. The machine specifications are available on our website. We shipped the second item and sent a tracking number. If the second item was lost by the carrier, it is  common practice for the customer contact the carrier and file claim for reimbursement. The customer became very abusive throughout the calls he made to our support team, we do not tolerate this type of behavior. There is no refund owed from our end. We shipped out the machine that was ordered and the parts. Our due diligence was completed. Any additions and changes made to the machine is at the customer's personal choice, cost, and discretion, we are not responsible for those changes.

  Customer Answer

  Date: 03/15/2023

  **** ordered the items on behalf of our company. We have not received the item we paid for and have not been able to file a claim with USPS, as we are not the shipper. Furthermore, I have not had any phone calls with anyone at your company and therefore have not been verbally abusive. I have only had email communications, as you would never call me as requested. We ordered the machine per your sales rep’s advice and were not informed that it was a 3-phase motor. You have not fulfilled you obligation, as we have not received the items we paid for.

  Business Response

  Date: 03/15/2023

  We have shipped all items and have tracking numbers to prove it. These tracking numbers have been provided to you on several occasions. I will be very clear, you called and spoke to myself, and other associates in our warehouses where you used foul and abusive language. Once again we do not tolerate this behavior. Items were shipped, contact USPS for further assistance with your delivery. We are not the carrier, your orders were processed and have left our warehouses. Thank you. 

  Customer Answer

  Date: 03/29/2023

  To clarify, I have never had a phone conversation with anyone from your company. I am unsure if there has been a mix-up with another person. My only correspondence with your company has been through the email threads that I previously shared.

   

  Regarding the shipment issue, we contacted USPS for assistance. Unfortunately, they informed us that as we are not the shipper, they are unable to take any action on our behalf. Additionally, they cannot disclose any shipping status to us due to incomplete verification of the shipping address. It seems that the package may have been delivered to an incorrect address, different from the one we provided.

  As a seller, it is your responsibility to ensure that the package is received by the purchaser. This includes making sure that the package is delivered to the correct address and is in good condition upon arrival. If the package is lost or damaged during shipment, it is your responsibility to work with the shipping carrier to resolve the issue and ensure that the purchaser receives a replacement or refund as necessary.
  

  To fulfill this responsibility, sellers should take certain precautions, such as double-checking the shipping address provided by the purchaser and using a reliable shipping carrier with tracking information. Additionally, sellers should communicate with the purchaser throughout the shipment process to provide updates and address any concerns that may arise.

  
  In summary, the seller is responsible for ensuring that the package is delivered to the purchaser in good condition, and should take necessary steps to ensure that the shipment process runs smoothly and any issues are promptly addressed.