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:09/07/2022

  Type:Product 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.

  Action Glass ordered a part for my commercial door in June 9/22. A few weeks later the part arrived and it was not the right part. This was for a project that was on schedule. I paid a deposit of $300 out of a quote of $720. From here on, the process dissolved. There have been multiple attempts to communicated with them, both owners and front office people, also the accountant, in order to get my deposit back, as the order was technically cancelled.
  
  I've patiently called them numerous times, being nice and accommodating, understanding that we are all facing a challenging time due to supply shortages and low staffing. But I have not been met with a proactive and considerate customer service from their end. I kept hearing from the owners that there were restocking fees that needed to be dealt with. I am a retailer as well. I know what this is. But in this case, it's not my fault that the part was ordered without conscious consideration.
  
  I had to start the process of ordering the part with another local business, which finally was completed at the end of August.
  
  It is unfortunate because I've worked before with Action Glass but the way this process has been handled, makes me not want to work with them again.

  Business Response

  Date: 09/19/2022

  We did special order a part for ******* ****, **** ********* **., Santa Fe, NM  87507 on June 11, 2022 after receiving her deposit of $300.00 on Jun 10th via credit card   ..  This part is a non-stock item and is not returnable.  When we receive a deposit for a special order item we do advice it not returnable.  

   

  The item we received did not work due to it not being compatible with her current door and therefore we contacted the supplier to explain and see if we could receive another panic device.  To this day we have made countless attempts to contact our supplier and have not received a call and/or email back.  

  We did receive an option of returning the panic bar but with a restocking fee of $100.00 when we called to speak to a supervisor or expert to see why the panic bar wasn't compatible with her brand of door, but as of today 9.19.22 have not received a call back.  

   

  We did explain to Ms. **** what the situation was and welcomed her to try another glass shop but we did explain the special order policy and not able to refund but in this case since she was an existing client we would refund her deposit other than the restocking fee.  We understand her frustration and we are equally frustrated in not getting a response from our supplier in a timely manner.  

   

  We understand her situation and we were trying to be deligent in helping her but this transaction went south once she heard the restocking fee and because of this we will be willing to just return the panic bar with their restocking fee and just give her a full refund. In these times of being in business is challenging and we will In these times of being in business as a small business it is extremely challenging and it is at times beyond difficult to get products and or a response.  After trying with various vendors.  We are willing to give her back the full refund and so she knows that this was not due to us not being diligent in getting the correct part.
  
  We will be not charging her a $100.00 restocking fee, which we will pay and a credit card fee of
  $18.50.  We have an A+ rating and tend to keep that.  In this case it was taking longer than expected.
  
  Thank you
  
  Judy S******
  Vice-President
  Action Glass & Mirror,Inc.

  Customer Answer

  Date: 09/21/2022

  [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.]
  
  
  
  Better Business Bureau:
  
  
  Dear Action Glass,

  I appreciate your consideration to resolve the issue. I have reviewed your response to the complaint ID ********, and find that this resolution is satisfactory to me. I understand your frustration, as I also am a small retail business, and have encountered every challenge you mention, and as we know, more.

  Thanks again for your attention. Wishing you the best in these challenging times.
  
  
  
  Regards,
  
  
  
  ******* ****