ComplaintsforMcHardy Vacuums Ltd

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a ***************** Vacuum Attachment Package August 9, 2021 (Order #*****). Total cost of the order, including separate hose sock, was $654.26, paid with ****. We purchased a **************************** Attachment Package. What we received is a ******** attachment package with a ****************** The ******** hose has never worked properly. Although past the 30 day Return Back period we requested that McHardy Vacuum replace the ******** hose and attachments with a **** hose and attachments as advertised by them or a brand of similar quality.

  Business response

  03/01/2022

  Business Response /* (1000, 8, 2021/12/27) */ ***************************************************************** ************************************************* We just received a letter in the mail from the BBB due to holidays on December 27th. This client and their request is known to us as they contacted us at the end of October (29th) well beyond our 30 day return policy with the concerns of who manufactured components in the central vacuum kit they purchased from us on August 9, 2021. It turned out that their main concern was that they found it difficult for them to use and requested a different type of hose. We obliged but the only other premium type of hose that exists was on Backorder and still is to this day. We offered for them to keep the hose that is stiff to use while we wait for another hose for us to supply them. Like many companies we are experiencing extended delays due to covid related supply chain issues. I feel that we are doing all we can and it appears that they've involved the BBB since their issue was beyond our standard and fair return policy. We are willing to offer a solution including a full refund if they wish. Consumer Response /* (3000, 10, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr. ******, Thank you for your phone call this morning, December 27th, confirming that you do not have the product on hand as it was advertised and that it is still on back order. Therefore, as stated in the Better Business Complaint, Case #*******, we would like to return all the items purchased from McHardy Vacuum (Order #81744) for a full refund. We will bring everything to London Wednesday, December 29th, 2021 in the original box. Please advise as to whom we should speak at your Wonderland location regarding the acceptance of the return and issuance of the $654.26 refund. Sincerely, **************************

*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. ↩