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Business Profile

Lab Equipment

Nurnberg Scientific Distributors

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

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

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    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:07/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Date: 7/11/2024 I purchased four items from this company on their website on 7/11/2024. Two of the items (#***-0723) were on back-order.My complaints are as follows:1. There was no indication on the website that any of the items were unavailable at the time of ordering.2. Shipping charges were listed as $0.00 on the original invoice.3. For the item that was available, Overnight shipping was charged because the item is temperature sensitive. It was shipped with cold packs; both were melted on arrival and the item was hot.4. Although I was not notified at any time that there would be additional shipping charges above what was listed on the website checkout or on the original invoice mailed to me, charges were applied that exceeded the cost of the items I actually received.I called the company today and was rudely informed that all of the above is discussed in their terms and conditions. To that, I would respond that all charges should be listed at the time of purchase and shipping charges should be listed in detail before the credit card purchase agreement is signed electronically.The practices by this company are, at best, confusing and, at worst, intentionally deceptive.

      Business Response

      Date: 07/18/2024

      Hello ******************,

      We apologize that you were not satisfied with your order.  However, you yourself admitted to our staff that you processed your order without reading our terms and conditions or F.A.Q. pages online which clearly address all of the issues you mentioned.   While you assumed that freight was free, nowhere on our website do we state that we offer free freight. On future orders of temp sensitive items, you may want to consider ordering from a distributor that is closer to you to save on freight charges as they are often more costly than the items.  

      We are willing to provide a full refund to you of $266.70 which is the total that you were charged on this order for the in-stock item upon the item being returned to us in the unopened original packaging as we will have to return this to the mfg. upon receipt.  You are responsible to cover the cost of the return next day air freight.  Please refreeze the ice packs and include them as well due to the current temps.

      The return address is Nurnberg Scientific, ****************************************   Please email ******************************** with the tracking once the return is shipped.

      Thank you, 

      Nurnberg Scientific

       

       

       

       

       

      Customer Answer

      Date: 07/19/2024

       
      Complaint: 22010289

      I am rejecting this response because:

      1. A customer should not have to read the fine print to know the total charges before agreeing to the purchase. Shipping and handling charges should be clearly displayed at the time of purchase, not buried in the *** or 'terms' page. The shipping charge of 0.00 on the original invoice implies just that-free shipping.

      2. Out of stock items should be listed as such on the item listing and at the time of checkout. I was never informed that this item was out of stock until I called because it did not arrive with the rest of the shipment. 

      3. The proposed response from the retailer will incur significant additional cost and effort on my part.

      I remain convinced that the service provided by this company is well below standard for online retail0, if not intentionally deceptive. Furthermore, their customer service is rude and unaccommodating.

      Sincerely,

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

    Nurnberg Scientific Distributors is NOT a BBB Accredited Business.

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