Reviews

Review Details

• Review fromBrandon H

  Date: 08/24/2024

  1 star

  Brandon H

  Date: 08/24/2024

  I purchase a solenoid from this company it was broken . I’ve tried calling this entire week and nobody ever picks up. Their website “about us” a says they were started by 4 phd students with a photo of a white guy, yet this business seems like they’re non existent for customer services. After searching, I found The owner “U.S. solids” trademark is “joyfay international LLC”. joyfay owns a factory in jiangsu called “jiangsu jiayite hydraulic” . Despite the name , this American branded company based out of Ohio, is a Chinese owned factory. No wonder nobody picks up the phone.

  U.S. Solid

  Date: 08/26/2024

  We apologize for any inconvenience this may have caused. Unfortunately, we were unable to locate any order using the email address provided, so we cannot identify a specific order at this time. As we transitioned to email support over a year ago to reduce costs and pass the savings on to our customers, our phone service was discontinued. Since our phone number is still listed in some of our manuals, we do monitor voicemail daily and respond to any messages we receive. However, we did not receive any voicemail from this customer. Additionally, our email support responds within 24 hours, and we have not seen any email correspondence from this customer either. The claim regarding ownership is not accurate.

• Review fromMike K

  Date: 06/26/2024

  1 star

  Mike K

  Date: 06/26/2024

  I ordered the U.S. Solid 15 KW High Frequency Induction Heater 30-80 KHz, 16:1 Turns Ratio, 220V and the recommended U.S. Solid Tig Water Cooler 25L TIG MIG Welder Torch Water Cooling Machine, 370W, 0.33MPA, with Superior Cooling Effect. The Induction Heater arrived missing several parts. 1. Foot Pedal, 2. Fuses(x3) and 3. Clamps(stainless steel). I have sent several email through customer service and order messaging system. Only received one response, asking me to check the packaging materials for the missing parts. That was over two days ago, no follow up response received through email. Tried calling the phone number but goes straight to voice mail. No customer follow up in over two days!

  U.S. Solid

  Date: 06/28/2024

  We sincerely apologize for the inconvenience caused by this order. The missing parts were sent via USPS on June 27th and should reach the customer by July 1st. We have investigated the issue internally and identified the problem with the SMTP service settings for one of the email boxes in our ticket system. Instead of using the domain name, it was set up with a fixed IP address, which caused this particular email box to be unable to send out emails for about 48 hours before we realized it. This issue has never happened in the past, and we are truly sorry about it. The customer can now receive our emails and will let us know once the parts arrive. We will add double reminders to the system administrator to avoid such situations from happening again.

• Review fromGreg N

  Date: 05/30/2024

  1 star

  Greg N

  Date: 05/30/2024

  Ordered a stainless steel valve for a potable water system serving over a dozen homes; was shipped a brass valve not rated for potable water, and in addition it was the wrong size.
  Beyond the annoyance of not having a phone number to call, tech support didn't respond to my urgent issue until past 11pm that night, and when they did they informed me I would need to return the incorrect valve before I could even request a correct one be sent, meaning that the water supply had to be manually switched on and off every few hours for multiple days.
  The fact that the company was unwilling to cross-ship a part due to *their own error* in an emergency situation, even after I sent photos to confirm that the part was incorrect, was absolutely unforgivable. I was able to get a correct replacement part more quickly from another vendor.
  In their favor, they did promptly credit me for the part when they received it.

  U.S. Solid

  Date: 06/02/2024

  We sincerely apologize for any inconvenience caused by this order. As we handle a high volume of shipments, occasional dispatch errors are inevitable. However, we are committed to promptly resolving any issues that may arise for our customers. While we may miss calls due to limited staff, our email service remains available and ensures a response within one business day. We have implemented these measures to cut costs, allowing us to offer better-priced products to our customers.
  Upon receiving feedback from the customer, we quickly acknowledged the issue and followed our return policy and procedures within one business day. We provided a prepaid return label for the customer's convenience and offered a replacement or refund upon receipt of the return. In this instance, the customer opted for a refund due to time constraints, and we promptly processed the refund within one business day of receiving the return.
  The customer requested that we send a new item before the old one was returned. However, this is not in line with our current processing procedures, as we have previously encountered situations where new items were sent but the old items were never returned.
  We suggest that the customer place a new order so that we could ship the new item immediately, while the old order would be returned and refunded in full. By doing so, the customer would receive the new item promptly, and the incorrect order would be refunded with us covering all return costs since it was our mistake in sending the wrong parts. It is unfortunate that our employees did not suggest this solution initially, which led to the customer's frustration.
  Again, we apologize for the inconvenience caused and appreciate our customers' understanding. We are open to hearing further thoughts and comments.

• Review fromAmanda M

  Date: 07/12/2023

  1 star

  Amanda M

  Date: 07/12/2023

  Their phone number is not active, it goes straight to a recorded message saying they are unavailable no matter what time of day you call. I requested a parts breakdown for a machine they manufacture so I could order a replacement part. I provided the model, serial number, and a picture. They responded back saying they didn't have the elbow I needed. I again requested a parts breakdown, it has been 3 days and I've gotten nowhere. After a skim of their about me page I noticed several grammatical errors. This is a Chinese company despite them having an OH address. I don't recommend purchasing from them considering they have zero customer service, aside from someone responding to emails with little knowledge of the products they sell. It is irritating to say the least.

  U.S. Solid

  Date: 07/14/2023

  We apologize for the inconvenience. Our phone service was disrupted during the Covid season, and since then, we've realized that most customer service can be conducted via email, allowing us to further lower costs for our customers. As a multinational company, we carry a large selection of product categories, and it's not possible for one customer service representative to know all the details for each product. We've made sure to reply to voice messages as soon as we can, and we strive to respond to each email within 24 hours.
  Regarding this specific case, the elbow is an internal part, and its breakdown was not included in the manual. However, we did manage to identify the exact part based on the picture the customer provided. That said, we need the original order ID before we can send out replacement parts, which the customer has been unable to provide. We will continue working with the customer to see if there's another way for us to locate the order, and we commit to providing assistance until the problem is resolved.