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:01/27/2025

  Type:Delivery 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.

  I placed this purchase order thru my employer's online purchasing system on 12/2/24 but was told weeks later that the item was backordered and would not ship til the end of January. In the interim, I found another supplier and tried to cancel the *** order thru my employer on 12/20/24 but I never heard confirmation whether that was accepted. On 12/31/24, I received an auto-generated email from my employer that the item was already received even though I had previously been told by *** that it would not ship for another month. I called *** immediately and asked where the package was and they told me it was lost so I told them to cancel it. In spite of all that and the fact that I already had the same item in my possession from a different source, the item was shipped on 1/2/25 which was what I specifically told *** not to do and there was nothing they could do at that point but they told me they would accept a return and credit the account. That was totally 100% false as I was just told Friday by my employer's purchasing **** that they would not accept a return. This is total negligence and incompetence on ***'s part and they need to make this right ASAP.

  Customer Answer

  Date: 02/07/2025

  This is an email from ***'s sales **** that I just received today and responded to.  There are either unaware of all the facts or are being deliberately deceptive:

   

  "Hi ********,
  
   
  
  I just got word from our customer service team that you requested to cancel order **********. Unfortunately, this request came through after the chemical shipped and is thus impossible to cancel and would be unable to be returned for a credit. Can you give me some insights into your need for this cancellation and I can see what we can do to minimize or eliminate any inconvenience you are experiencing.
  
   
  
  Thank you,
  
   
  
  ****
  
   
  
  **** *****
  
  Sales Representative
  
   
  
  VWR, Part of Avantor
  
  *******************
  
  *********************
  
  ************************
  
   
  
  m: **************
  
   
  
  **********************************************************
  
  ***********
  
   
  
  
  
   
  
  ?
  weiner
  
  ?
  
  **** ***** <**********************************************************>
  
  Thanks, ****, but there are some key elements missing from whatever you were told.
  
  Firstly, I called VRW in mid-December to ask when I would receive the item and was told it was backordered and would not ship til the end of January which turned out to be totally incorrect.  I told *** at that time that I would look for another supplier then, if successful, I would cancel the order which I did thru my university's main purchasing ****'s. email on 12/20/24 but for some reason that did not reach VWR.
  
  Then on 12/31/24, I received an automated email from my university's purchasing system that the item had been received which it had not. I immediately called *** again and was told the item was listed as "lost" so I again told *** to cancel the order.
  
  A "ticket" was established on 12/31/24 (NOT the "ticket" I was just told about today, another waste of time) but that also proved to be a total waste of time as I received the order anyway in mid-January so I called VWR again and they told me the item shipped from ** on 1/2/25 so, contrary to what *** is now claiming, *** should have been able to prevent this item from being shipped by immediately calling whichever party needed to be contacted on 12/31/24 which was when I most definitely told *** to cancel the order.
  
  Check the phone logs for my work number ************** to verify.
  
  *** ******
  
  Instructional Lab Manager
  
  Civil & Environmental Engineering
  
  ************************
  
  ************* | Box 352700
  
  *******, ** 98195
  
  **************"

• Initial Complaint

  Date:05/28/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order with VWR (part of Avantor) on May 1, 2024. I received two different copies of an order confirmation on May 1. Both of these displayed the correct shipping address to:************************************************************************************************************ I received a shipping confirmation email on 5/2 with no indication of change in address. The four boxes arrived to my office address ******************************* on May 9. There was no where on the order confirmation that this address was listed and it was not included as the billing address (billing address is in ***********). I called VWR customer service on May ************************************************** a shipping label to the correct address from the order confirmation. I was told it needed to be escalated to a supervisor by a **************** Representative. I have since called twice and emailed the customer service email address with my ticket number *******. Each time I have been told it needs to be escalated or that the customer service rep is unable to do anything without approval and/or the original agent. None of them have known what to do or how to manage the case. The order confirmation says the correct shipping address, but their system switched to the ****** address. I believe the reps lack support from management and that VWR needs to restructure their customer service internally. At this point I have wasted enough of my own time trying to reach a resolution. But feedback coming from me personally will not improve their customer service. I am hoping others have reported similar feedback to BBB to drive a change. It would be great if we could be compensated for shipping (even just a return of shipping charges to the credit card used to place the order). I am forwarding these boxes on my own time money, VWR is taking too long to respond. Thank you. VWR Order Number: ********** P.O. Number: W39419214 Email associated with order: ***************