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Gesswein

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gesswein's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gesswein has 2 locations, listed below.

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    • Gesswein

      PO Box 3998 201 Hancock Avenue Bridgeport, CT 06605-0935

    • Gesswein

      255 Hancock Ave Bridgeport, CT 06605-2405

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:12/20/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      We placed order No. ***** with Gesswein on November 12th, 2023, for Item No. ******** ********* ***** Combo Bench Stone – 4-3/4” x 2”. The cost of the item was $336.68, with discounts and shipping charges applied, totaled $315.81. On December 4th, 2023, we received an empty **** Priority Mail envelope with tracking details matching our Order No. *****, with affixed **** labels stating that the lightly padded envelope was “Received Unsealed” and “Received Without Contents”. I immediately emailed Gesswein about the issue. *Note, please review my email to Gesswein dated December 4th, 2023, alerting them to the issue and photographs of the damaged envelope in attachment “Email Details”. I received a response from Jennifer C***, Customer Service Associate, on December 5th, 2023, stating “I will ship a reorder to you and request better packaging for this shipment or reinforcement. I will handle the claim. Please disregard any new invoice you may receive, a credit will follow.” On December 12th, 2023, we received another shipment from Gesswein. It was packaged in the same lightly padded envelope, which was, once again, empty and torn in the same place as the original shipment. This time, I was with the **** driver and our traffic manager. We refused the shipment, and the envelope was returned to Gesswein (see attachment “2nd Return”). I emailed Jennifer C*** that the second shipment was unsealed and without contents. I followed up with a phone call and left a message. I have since called multiple times and left messages, including to Kimberly A******, Sales Manager, without any response whatsoever. I must say I am very surprised that such a fragile (brittle) and expensive item was mailed in such a thinly padded envelope. Moreover, I was shocked that a company such as Gesswein would not respond. We have been billed twice and have not seen the promised credit for the first shipment. We would like the order cancelled and full refunds issued, including all shipping charges.

      Business Response

      Date: 01/22/2024

      Dear BBB,

       

      This complaint was corrected with the customer on 12/21/2023 only five days after we received notification from the customer.

       We credited the customer and offered a 40% as an offset to the difficulties which was declined.  The customer advised that they would update BBB which apparently did not happen.

       

      We consider this complaint to be properly resolved and ask that you record the same.

       

      Best regards

       

      John H****

      *** *** ***** ** **** * ******** * **** ****

       

      ******************* ************  

      Customer Answer

      Date: 01/22/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution acceptable.

      Sincerely,

      *** ******

    Gesswein is NOT a BBB Accredited Business.

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