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:11/06/2024

  Type:Billing 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.

  I am filing a complaint against Golden West Industrial Supply regarding unethical sales tactics and persistent attempts to collect payment for an unsolicited product.
  
  Incident Details
  In June of 2024, Golden West’s sales rep, Kevin, made a cold call to my business and spoke with my kitchen manager, B*******. Despite her repeatedly stating she had no purchasing authority, Kevin continued a high-pressure sales pitch, leading her to believe she was agreeing to receive free samples.
  
  A full case of the product arrived, and we soon received a $310.10 invoice. I contacted Kevin, explaining we had received an invoice for the samples. He stated it was an error, and he would “take care of it.” Despite this, a past-due notice followed. Further calls with Golden West’s management resulted in their refusal to cover return shipping, and they continued to insist that B******* had authorized the purchase. They also provided a recording of the call. I pointed out that the recording clearly conveys B******* stating multiple times she did not have the authority to authorize a purchase.
  
  Repeated Collection Attempts
  Since then, we have received numerous past-due notices and calls, which Golden West has directed toward both me and B*******. Despite repeated communications, they continue to contact us, and the product, unsolicited and unneeded, is no longer available to return.
  
  Pattern of Unethical Sales Practices
  Research revealed multiple complaints against Golden West Industrial Supply for similar practices, indicating a pattern of deceptive tactics. Their approach has been disruptive, and I feel they acted in bad faith by ignoring our communications.

  Business Response

  Date: 11/07/2024

  Please speak with B******* regarding this matter. She has told our accounting department on 2 occasions that the invoice would be paid. She ordered the merchandise.

  When speaking with ***, she requested a return label. Then proceeded to say that they had used the product.

  The phone call never stated samples. The phone call did mention pricing & an invoice was sent as soon as the merchandise was shipped. This customer is trying to get out of paying for a product that they used. This invoice will be going to collections if we do not receive payment within 10 days. 

  Customer Answer

  Date: 11/07/2024

  I am rejecting this response because: 

  My kitchen manager, B*******, and I share an office, and she has been present during every conversation I’ve had with Golden West, including the call where they played the recorded conversation. In that recording, B******* is heard stating multiple times that she is not authorized to make purchases and that any orders would need to be approved by me, the owner. Despite this, Golden West’s representative, Kevin, gave her the impression the products were being sent at no charge. When an invoice for $310.10 arrived, I contacted Kevin directly, who assured me he would resolve the issue. Despite his assurance, I later received a past-due notice. When I contacted Golden West again and asked for a return label to send back the unsolicited product, my request was refused. My call on 11/7/24, I did state I no longer had the product.  It’s been 5 months!   I do not store products I do not need and your business refused the return label.  
  
  Golden West’s business practices appear to rely on high-pressure cold-calling tactics, targeting employees who do not have purchasing authority and implying products will be sent at no charge. This approach is both confusing and deceptive. Since then, I have received numerous invoices and collection calls.
  
  If this product had been properly ordered, I would not hesitate to pay. However, I make it a priority to do business with reputable companies I know and trust, and I would not order from a company I am unfamiliar with. As this product was never authorized or ordered by anyone with authority, I will not be paying this invoice, nor will I pay a collections agency.
  
  I request that Golden West cease all collection efforts related to this matter. I would encourage Golden West to adopt transparent marketing practices, allowing customers to voluntarily engage with their products rather than using high-pressure sales tactics.
  
  
  
  *** - Owner
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/07/2024

  We will be forwarding this to collections. There was a window for return that had been extended but items were used instead. I cannot in good faith let customers use merchandise knowing full well that they were invoiced. Again, payment is due within 10 days. 

• Initial Complaint

  Date:07/01/2024

  Type:Billing 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.

  Company offered a trial period for product that could be returned without payment if not wanted. Upon trying to receive shipping information back to the company, they would not supply needed labels for return. Various reasons were given for inability to provide return shipping labels. Once the trial period had passed, they informed us that we are now liable for payment of the product. T**** **** is our town's fire chief, who upon speaking to them, informed them that we will not be paying for the item and that we had tried to put in place return shipping for the item, which once again he was told it was past the trial deadline, but they would extend it to 60 days. Still no return shipping labels provided, and once the 60-day deadline was past, we were once again told we needed to pay the outstanding balance. I am the town's treasurer, Jennifer Kelley, and I have also spoken to this company and tried to come to a mutual understanding to no avail. We have not received any phone calls recently; however, the town is still receiving "past due" bills, with the last one stating that they will need to take legal action if not paid. I will be sending them a letter informing them that we will not be paying and the reason why and that if they continue to contact us we will seek our own legal advice on this matter.

  Business Response

  Date: 07/01/2024

  We can issue a label for return. Those letters are sent automatically. We never received a phone call regarding a return.

• Initial Complaint

  Date:10/04/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Every week this company calls my business to sell us their product. They have harassed employees and told me that they will continue calling because they can when I have asked them to take us off their call list. They told me our number is public record so they can call anything. We are about to file harassment charges. They also had an outside agent file a bad review for a previous place of business I worked at. We have a right to have other sales businesses stop calling. This company is not obeying that right.

  Business Response

  Date: 10/04/2023

  I apologize for the phone calls. Can you please provide me with any phone number from your company so I can block and further phone calls?

  Customer Answer

  Date: 10/04/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20695536, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  D***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  In short, this company called our business to offer a demo product for us to try out s**** they were overstocked because of covid. Mind you, they called us from California. Said we could keep the product if we liked it without any obligation. Received product and never opened it. Began receiving calls for payment??? They keep calling us and demanding that we need to pay.
  As a began researching this company, we are not the only one who they are doing this to.
  Turns out, they do it to a lot of companies. They said the are turning us into collections.
  I am stunned that they still have an A plus rating from the BBB.
  We have been a family business spanning 3 generations.
  Makes me never want to entertain a phone call again.
  Thanks for listening

  Business Response

  Date: 09/20/2023

  On March 30th J**** had contacted V**** regarding out Cart Cleaner. V**** had agreed to order the Glass & Plastic Cleaner on special for $179.90. V**** even commented that that was a great price. The order was also verified by the sales manager. J**** told V**** if he wasn't happy with the merchandise he could return it within 30 or 60 days. On June 1st we called the customer for payment. We were unable to speak with their accounting department so we left a message.

  6/07/23- Left Message & emailed customer regarding payment. 6/14/23- Mailed past due invoice 6/23/23- Left Message 6/30/23- Left Message 7/18/23- Left Message 7/29/23 Final demand for payment. This goes on through August as well. I finally spoke with Tina on 9/19/23. She called in yelling at the receptionist & myself. I offered to share the dictation of the phone call where V**** did in fact order the merchandise. She now refuses to take my call and is trying to defame our company. All our efforts have been exhausted and we have to choice by to send this account to collections. 

   

   

  Customer Answer

  Date: 09/20/2023

  
  
  
  Complaint: 20626261
  
  
  
  I am rejecting this response because:

  Golden West called our company saying they had a flood in their warehouse and they were going to send us a demo product to try.  The way they worded it was try it without obligation. Their company is in California. Why would they call a golf course out in western Pennsylvania?  Anyways, they started calling for payment and I questioned it because I never heard of the them. When I found out the situation, I let Lauren know.  Just for curiosity, I researched Golden West's reviews.  They were all the same. They call companies and scam them to agree to try products then charge for the item.  I was shocked to learn that they had an A plus rating on the BBB while their reviews were all one star.  i will not longer talk to anyone from this company because Lauren records conversations, which is ILLEGAL. She states she has a recording from when they were soliciting our business and continues to threaten me with all recordings of all conversations. 

  It is the principle of the situation.  How can I company do this to people? It is not like we pulled this idea from the sky- the reviews are saying the same thing.

  Anyways, I want to return the box of product- it was never used. And 179.00 for glass cleaner, what a bargain!!!

  Can I contact the Attorney General in the state of California?

  
  
  
  
  Regards,
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/21/2023

  This is all untrue. I offered to share the dictation of the conversation which is completely legal. In their original complaint they said that we had left over items from covid which was never mentioned on the original phone call. At this point the customer is making things up, but I have the dictation & recording from the phone call which I will be happy to share with the attorney general & the BBB. When the order was placed V**** said $179.90 for the glass & plastic cleaner was a good deal. He also agreed to our 30 day return policy. We tried several times over the last 5 months to resolve this matter. Tina in accounts payable had promised to send payment on 3 different occasions. It is only now, that they do not want to pay their bill. As far as google reviews go, many of those are not verified purchases. We have tried for 5 months to resolve this matter with this customer with no avail. We cannot accept a return. If the customer cannot afford the merchandise I would've been happy to work with them but I will not let them make false claims about our company.  

  Customer Answer

  Date: 09/21/2023

  
  
  
  
  Complaint: 20626261
  
  
  
  I am rejecting this response because:

  All I can say is wow.  This really is not about the money at all.  It is about deception, plain and simple. I can't even imagine how many people this company scammed.

  We are standing our ground based on fraudulent actions and maybe to save future clients from running in to the same lies to try and sell their products.

  Con artists have a way to manipulate and twist words to get people to trust them.

  Again, IT IS A FEDERAL OFFENSE to record conversations without consent. Why would a company cold call and record the conversation?

  It seems ridiculous to be arguing for 200.00, but I can't agree to pay for something that we clearly did not order

  The 1 star ratings are not only on the BBB, but all over the internet.

  Ultimately, it is our word against theirs.

  Offer still stands to return the unopened, unused product.

  
  
  
  
  Regards,
  
  
  
  V**** ***********