Complaints

This profile includes complaints for The Cary Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Cary Company

  1195 W Fullerton Ave Addison, IL 60101-4303

  
• 

  The Cary Company

  PO Box 4043 Addison Addison, IL 60101

  

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:04/11/2025

  Type:Service or Repair 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.

  Salesman sold me sauce bottles, with mismatched caps. The bottles and caps had to be returned. Cary sent out a van to pick them up, but picked up the wrong items. I had to re-purchase some items, and was told I had to pay the shipping (even though those items should not have been returned in the first place). The van driver also did not pick up the sauce bottles. Cary refused now to go back to pick them up, nor would pay to ship them. I would be responsible to get the bottles returned for a refund. All I did was follow the advice of the salesman. Cary bungled the return, and did not offer any resolution aside from me having to pay to have them shipped. 

  

  Business Response

  Date: 04/15/2025

  The customer experienced issues with mismatched caps on the sauce bottles. Cary initially advised the customer on cap that did not match the containers. To rectify this, we sent samples at no charge for the customer to choose from. We offered return labels for the incorrect products to be shipped back at no charge and returned for credit. The customer did not find any suitable caps and requested to return the bottles as well. After discussions with a Cary representative, we sent our truck to pick up the bottles and caps at no charge. The customer confirmed that "the boxes are labeled are ready to go." The driver picked up the boxes provided by the customer,which were not the expected items. We credited all the products returned to us,including the caps the customer wanted to keep. A new order was placed for the caps returned in error, and Cary covered the shipping costs for this order.After discussing to reach a fair resolution for the bottles that were not labeled to return for pickup, we agreed at the customer's suggestion that he would pick up the bottles next time he was able to and return them to Cary. We extended the window for the return of the product at his convenience within 60 days. We actively collaborated with the customer to find a fair and satisfactory resolution.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193737
  
  I am rejecting this response because:

   Cary Company botched the initial purchase, and then bungled the ensuing pickup of the items.  I hold Cary Company for knowing which items were to be picked up and returned.  Somehow, I was deemed responsible.  I am not responsible for their driving not knowing which items were to be returned.  Cary is unwilling to return to pick up the items that they did not pick up to begin  with.  

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/21/2025

  Thank you for working with us to facilitate the return. We have inspected the product and are issuing a credit to your account.
  

  We acknowledge the error in our initial recommendation. Your feedback is invaluable and helps us improve our team and expand our product offerings to better accommodate your needs in the future.
  

  Thank you for bringing this to our attention. If you have any further questions or need assistance with future purchases, please don't hesitate to reach out. We are committed to providing you with the best service and look forward to serving you again soon.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23193737
  
  I am rejecting this response because: 

  This situation was resolved, but not to my satisfaction.

  
  

  They had told me that they would send a driver out to pick up the bottles from the kitchen.  They did so, but the driver picked up the wrong items.  After the fact, the Cary Company said that I was to have marked the correct items with a certain form, indicating that they were the correct items for pickup.  However, I was not informed of their procedure.  I was simply told that a driver would come out to pick up the bottles.  I assumed that the driver knew which items were to be picked up (as I was not informed as the their procedures). 
  

  
  

  Since they had made one attempt, Cary Company said that it was my responsibility to now return the bottles to them.  They would not send out another van, nor pay for shipping.  I had to pay for somebody to come out and pick them up (see attached check).
  

  
  

  If Cary Company had informed me of their return process, there would have been no problem.  But they didn't.  All they told me was that they would send out a driver to pick up the bottles.  They do not hold themselves responsible, but I do.  They needed to communicate their return procedures more effectively.

  
  

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/15/2022

  Type:Delivery 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 contracted what i thoght was an equipment manufacturer to purchase equipment for my new lab. The sales women ***************************** lied and said that they had all of the equipment in stock as did the comapny website. So, I purchased over $20,000 in equipment. Later to find out nexrt week when the shipment arrived that the most expensive and important part of the delivery would not be until over 2 months later. When I found this out I tried to see if they could rush the delivery the next week they said that they could not do anything. So, I asked for a refund and they stated that they informed me about this delviery date at time of sale which they DID NOT or I would have never agreed. I would like full refund this week by wire or will be filing a lawsuite.

  

  Business Response

  Date: 11/18/2022

  We can understand the customers frustration with meeting deadlines,and we strive to be transparent with products that ship from the plant directly to our customers. When the customer selected the item for his Cart, on the product description page for the vessels, under Add to Cart it is noted as "availability 7 to 9 weeks". 

  The customers cart has other items and lists the Qty he is ordering, however the customer did not proceed with the order online.  Had he finished processing the online order a Cary customer service member would have reached out to him to let him know he had items on back order and an item shipping from an alternative location with a lead time of approximately 7 to 9 weeks and when the plant had a ship date we would let him know.

  Customer did not chose to go the online route to order and he reached out to one of our members on the inside sales team looking for price assistance on large order. He emailed his request and we returned a link to the vessels to customize it to his needs. Where our approximate lead time is stated at the bottom of the product options for this item.
  
  Customer spoke to the same inside sales associate to place the order and each item was reviewed including items on back order and the lead time of 8 weeks was stressed for the vessels, as well as other pricing details for completing this order.
  
  When customer reached out to the inside sales associate to check on ship date, we reached out to the plant and confirmed the estimated delivery date was still on target for the 2nd week of January and we requested if the plant could expedite or to ship sooner. Then the customer requested to cancel Not sure how we missed this. I cant wait that long.  We did hear back from the plant and reached out again to customer, they could move up this order to ship in 14 days. He could not wait.
  If we proceeded with the cancellation, it would carry a 25%restocking fee imposed by the plant as vessel was fabricated and waiting on a special-order part to complete.  Our inside Sales manager reached out to explain where in the completion stage this was to the customer as this was fabricated and we were waiting on the filter baskets. But customer would not give us the opportunity had ordered from an alternative source.
  Following our terms and conditions You may cancel an order for any reason and receive a full refund prior to the order being processed. Any cancellation after the order has been processed and/or production has begun may result in additional charges to be determined by The Cary Company.
  
  We were in the process of confirming cancellation of the product with the plant along with any restocking fees associated with this order at the time this was submitted to the BBB as a complaint.
  
  Everything on the customers order has shipped out except for these vessels.
  We have negotiated with the plant and have issued a refund to the customer for the special-order portion.
  The Cary Company has heard for the customer and we look forward to working with him in the future.