ComplaintsforRoyal Distributing Inc

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a water jug called a ******* freeze on a trip and crack. I contacted the manufacturer who said they would warranty it, but I had to go thru the distributor. I initially reached out to Royal Distributing at the beginning of September 2022. MANY emails later, they say they need my CC info to issue the charge back. Phone a "Dominico" who took my info and said it could take 5 days to process. This was at the end of December. Still no refund showing on my statements. I would kindly take a replacement in lieu of a refund. Or the money, does not matter which.

  Business response

  02/02/2023

  Good afternoon, 

  I would like to apologize for the lack of customer service and communication provided.  This certainly should have been handled faster. I can offer you a full refund or the replacement product, plus we will add a $40.00 gift card to our company and hope we can earn your business back.  If you could email *******@*****************.com we will get this fixed right away for you.  Thank you

  Customer response

  02/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  25/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a throttle cable for my snowmobile. To receive free shipping I increased my dollar amount by purchasing 3 headlight bulbs. I received shipping confirmation and my order was delivered as expected. Inside were 3 bulbs and no throttle cable. I tried calling customer service to be put on hold for ever. I hung up and explained the situation over the online customer service. I recieced a message that they are looking into it. I have since sent 3 more emails asking about it with no return correspondence. I called again today and waited for a customer service representative to answer the phone. I explained the situation and they first said to go online and explain the situation. I explained that I already did that and they told me then its already being dealt with. I asked if they can help me. They said yes but hardly let me explain anything and kept talking over me. At the end of the conversation I beleive they were going to look into it for me. I still haven't received a response or know what to expect. I received the package last Wednesday or Thursday contacted customer service Friday and it's now the following Tuesday. I have no throttle cable that I ordered, paid for and need but I do have 3 light bulbs that I included and paid for to receive shipping that I don't even need. I would just like someone correct the situation so I can get the cable replaced. Order #*******

  Business response

  25/01/2023

  Hello Scott, 

  I want to apologize for the lack of communication and service provided with this order.  This certainly isn't up to our standards and I will be discussing with our team first thing in the morning and getting this looked after.  I would also like to try and earn your business back, if you could email myself *******@*****************.com I would like the opportunity to make this right. 

  Thank you

• Initial Complaint

  16/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered items online, been waiting on delivery for a couple weeks, items were all advertised in stock with 2 day shipping. I even paid extra for express ship. I called & emailed was told everything is in stock and ready to ship twice… but still nothing, been given to following response every time when emailed, see below… Hi there! thanks for reaching out! I have looked at your order and it has not shipped yet. I sincerely apologize for this inconvenience. I will bring your order up to the warehouse team to get your order shipped out as soon as possible. Getting very frustrated, no communication from Royal on reason why taking so long… 1000$ worth… Now about to leave for snowmobile trip and I have to run around finding parts cause Royal was unreliable…

  Business response

  17/01/2023

  Good morning, *****.

  I would like to apologize for the delays and lack of service and communication provided with this order.  The parcel is expected to be delivered today.  Tracking number is listed below and has a time frame of 830am - 1230pm today. We have taken notes from this and working with our team to learn from and overall to be better.  There was an issue with the order that we tried to fix as quick as we could and in the end we know we need to be better, communicate more and really put our selves in the customers shoes.  In doing so, I am admitting to the faults here, taking strides to improve and we would like to offer you a gift card for your time and feedback.  I am a snowmobiler myself and I can totally relate to the excitement of a trip and just needing all the gear ready to go and you relied on us to have the gear to your door.  I am very confident on your next order you will see better service.  I am hoping we can win you back as a customer, if you could email myself *******@*****************.com we can discuss further on the gift card and a couple other things.  

   

  I look forward to hearing from you, 

  Thank you.

  https://www***********************************************************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  HI, I purchased a set of ATV tires from this company on Nov.26th/22 for the upcoming hunting season. Upon a closer review of the bill on Dec.03/22 I noticed that I was overcharged on the final total due to the incorrect amount calculated for the save the tax discount and immediately contacted customer service with regards to this and also as to why the package was not shipped out within the 5 business days as stated. I received a reply on Dec.06/22 with a tracking# and no explanation why it was sent late and the same breakdown as shown on the original invoice for explaining the charges but no response for the difference in the save the tax discount amount. I replied the same day asking again for the reasoning / clarification for the aforementioned with no response. I emailed customer service on Dec.20/22 again to inform them of my intention to file a claim with the BBB / Consumer Affairs as well as **** to dispute the charges. Also due to the unsatisfactory customer support I requested a full refund and for Royal Distributing to send me shipping labels to send back. As a result i received a reply however they would still not acknowledge the discrepancy in the charges but also to inform me if i wanted a refund the return shipping would be at my expense. Return shipping charges from ****** **** would cost $$$$$ so it discourages anyone from seeking a refund. This experience is unsatisfactory and am hoping the BBB takes this complaint very seriously as Royal Distributing's automated online calculated billing should be investigated / audited to ensure this is not a widespread occurence as I'm sure most individuals do not check this type of billing but assumes it to be correct. From my experience in dealing with this company and its customer service i'm requesting a full refund of the purchase price as well as return shipping to be at Royal Distributings cost. Please see the attached invoice as well as the entire email correspondence. Kind Regards ****

  Business response

  04/01/2023

  Good morning, **** *****.

  I want to apologize for the lack of communication and customer service provided.  If you could email me the invoice number/part numbers *******@*****************.com I will look into this further and come up with a resolution as quick as possible for you. 

  I look forward to hearing from you. 

  Business response

  12/01/2023

  Good morning, ****. 

  Thank you, sorry I must have missed the attachment on original email.  I have been working with our controller to explain the tax breakout further, it is as follows:

  if we take $895.96 and divide this by 13%(HST).
  $895.96/1.13%=$792.88
  $895.96-$792.88=$103.07 (this matches the discount on the pdf he attached)
  New subtotal:792.88+Shipping $28
  $820.88
  Add 15% nfld tax
  $944.02

  Subtotal: $895.96
  Shipping: $28
  

  I hope this breakout helps with the billing questions, as for the customer service side, again I do want to apologize for the communication and service and if you do not need or want these goods anymore we can have them shipped back to us and we will pay the freight, a shipping label will be emailed to you if this is the option best for you at this present time.  I can be reached at *******@******************.com if you would like to discuss further as well.  Thank you.

  Customer response

  13/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to ***** ****** of Royal Distributing for going above and beyond to resolve this issue. Looking forward to doing business with them in the future.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  25/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received a Black Friday sale from Royal Distributing. Said no tax and free shipping. Ordered ice scratchers that are 16" long. Reviewed the order and typed in my credit card. Only after it accepted my card that it showed shipping of $14.03. Called the representative :Albert: who stated the item was "freight" and therefore a shipping charge was applied. No warnings. "Freight". Is this a joke? Certainly false advertising. ORDER # ******

  Business response

  27/11/2022

   

  Good morning, *******.  We want to apologize for the service provided and will have this fixed right away.  We will also be discussing further with our team here to assure better service and communication is provided.  If you could email *******@*****************.com we would like to discuss further and do our best to earn your business back. 

  Thank you

  Customer response

  27/11/2022

  
  Complaint: ********
  
  I am rejecting this response because of the poor service and the total wasse of my time, I was hoping a gist certificate would be in irder?
  
  Sincerely,
  
  ******* ******

  Business response

  28/11/2022

  Hi *******, 

  I agree that it was poor service and a waste of time, that's the reason why I offered my email address to talk directly to you further and do our best to earn your business back.  We cannot issue a gift card over the BBB website but it was one of the things I was offering once we talked via email or phone. The reason for this is, I  will need personal information to ship a card to you along with phone number for the courier.  If you prefer to discuss on here we can.  I look forward to hearing from you.

  Thank you.

  Customer response

  10/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of children’s winter boots online on October 17th, Order #5540292. $94.49 was charged on my credit card Oct 18th. I emailed the company Oct 25 as I had not received shipment notification. They responded advising the product had shipped and provided a tracking number that was wrong ********************. I reached out again via email Oct 28 advising them of same and didn’t receive a response. I called the company on Oct 31 advising them I still hadn’t received the product and the shipping info provided was incorrect. They said they were forwarding it to their investigation department for further review. I waited a week and did not receive any sort of response or update from the company. I called to follow up again on November 7 and was advised a shipping label had been created on Nov 1 but there has been no further update or shipping notifications from *** since that date. I explained the above mentioned order/shipment information and the previous emails/phone calls that were made. The employee was not interested in helping me or further looking into how there had been no movement on the order. The only option she gave was to cancel the order. She could not provide any reference number for the phone call/request to cancel the order. I still have not received an email indicating I have requested to cancel the order nor have I been refunded. The problem started at the point where I should have received an email with a shipment notification which didn’t happen and then the problems continued when no one was interested in helping me or following up with me on the matter. They had their payment and I feel like the company didn’t care if I even got the product, let alone if I was satisfied. At this point they have taken $94.49 from me without providing the product and have made no steps to communicate with me to resolve the issue by either resending the product or by providing a refund. Extremely disappointed in the company and their service provided.

  Business response

  11/11/2022

  Hello, 

  We want to first off apologize for the lack of communication and service provided with this order.  I have reached out to ***, the parcel from tracking number ****************** has a claim in progress on it.  *** shows picking up the parcel 11/01/2022 from us via *** standard shipping.  At this time I am waiting to hear back from *** on how long the claim process will be, we do apologize for this and *** can help us get this resolved ASAP.  If you could email me *******@*****************.com I would like to discuss further and make this right as this should have been communicated better and faster.

  Thank you

  Customer response

  15/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Brock P. from Royal Distributing has gone above and beyond to rectify the issue and I very much appreciate the time and effort he put in to ensuring I was satisfied. Because of his efforts, I will continue to shop at Royal Distributing in the future.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  20/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi. I ordered something from Royal distributing online. The price was $129.49. They indicate that they have free shipping on orders over $45. There is a place where it says Oversized items may be subject to additional charges which is fine. The item on the website has no mention that it is an oversized item. Other items on their website that are oversize do mention this. I was charged $28 and some cents for an item that is 5 pounds yes it may be a little bit longer but it has no indication on their website that this is an oversized item and is subject to additional charges. ****************************************** I've contacted them via email and was unable to resolve this issue The pictures I have attached are: A) Picture of item where it does not state that is an oversized item B) A picture of an item which does state that it it could be subject to overcharges This to me is very unethical. Thank you ******

  Business response

  23/06/2022

  Business Response /* (1000, 5, 2022/06/20) */ Hello, Customer has been refunded for shipping and items are being worked on to denote whether it's a heavy item. Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  14/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed an order online order #XXXXXXX for a ******* filter for an ***** *** . Received promptly but the filter is mismanufactured and is not usable . All I ask is for them to send a new one and take the one I have back . Instead after a 2 week runaround they say tough luck go deal with ******* yourself. So at this point I have no interest in any further dealings with royal distributing and will probably just chuck it in the garbage and buy one from a reputable dealer that will stand behind their customers. It's only $80 but more the principal than anything else .

  Business response

  21/04/2022

  Business Response /* (1000, 5, 2022/01/17) */ Hello, Email correspondence with the customer confirms that Royal Distributing reached out to *** direct about this matter and they are directly shipping the customer the filter. ************************************************************************************************************* Consumer Response /* (2000, 7, 2022/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes i accept the actions taken by Royal Distributing to settle this matter. In hindsight all of our communication was by email , and perhaps if we had just talked it through on the telephone we may have resolved the matter without going through this last step .

*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. ↩