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:04/20/2023

  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 ordered an item on March 21, 2023 that was never rcvd. ***#********.I would appreciate a refund or my order sent. Thank you. *********************

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair 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 purchased $231 of product from Redline Steel. The product was not what I had ordered. I tryed to contact the company only to be told the website unavailable until further notice. I have left multiple voice mail messages but have not yet gotten a call back.

• Initial Complaint

  Date:04/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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 have, in the b past, received emails stating my order was going to be processed. I DID NOT ORDER ANYTHING AT THAT TIME . I sent emails immediately stating I did not place an order and not to charge my account. Unfortunately I cannot give you dates, but the last one was only about two months ago. I never received a product. I was stunned that a Veteran owned company like Redline Steel would do such deceitful things. I can only hope there no other customers who got charged the same way, but I am sure there are many.Why the deception?

  Business Response

  Date: 04/06/2023

  I apologize for any confusion and would be happy to assist. I do show that you subscribed to our $5DC subscription when it was offered with an order you placed. All subscriptions have to be selected and confirmed before processing the original order. In that offer, it stated that by confirming your monthly subscription, you would receive a free gift card and $5club access to all exclusive products.  You would of received another email after that order was processed with subscription details and letting you know that you could cancel anytime either through your account or by contacting customer support.  5DC products would of only been exclusive to 5DC subscriptions and you would of received emails with those offers. 
  
  
  Again, I apologize for the confusion and have made sure that your subscription has been CANCELLED and you will not be billed going forward. I have issued a refund for the March billing since it is still within 30 days of cancelling. Refund Status: Successful 04/06/23 Refund Transaction#: km1594v7   ** Please allow up to 3 business days for the refund to be processed and credited back to your account/payment method. 
  
  Thank you. 
  Redline Steel Customer Support 

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  On March 3rd, 2023, I placed an order for $105.50 on all CLEARANCE items that Redline Steel was advertising. On that same day, they withdrew the money from my account. According to their website my order is STILL processing AFTER 24 DAYS!!! I contacted them last week via text and email and requested that my order be canceled if I could not receive all the items ordered by 03/24/2023. They refuse to cancel my order, they have my money and I still have not received any shipping notifications. If all the items ordered were on CLEARANCE, they should be pushing to get those items out of the warehouse....not SITTING on orders for 20+ days!!!

  Business Response

  Date: 03/27/2023

  I apologize for any confusion and would be happy to assist with this complaint. As stated on our website, all discounted/clearance items are sold as is and non-refundable. Our order timeline is also on our website under FAQ "general inquires" which is usually 3-6 weeks from order date.  It is very important that customer review our FAQ's before ordering so that they understand our production process.  
  I do show Order# ******* has already been fulfilled and here is your tracking number **** : **********************************************************************************
  
  Please allow up to 3-5 business days for tracking to update. As always, thank you for your support and we look forward to you receiving your order.

   

  Thank you.

  Customer Answer

  Date: 03/28/2023

   
  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.  I am sorry that it seemed to take a complaint to the BBB to get my order moving. In the world as it is today, 3-6 weeks is not a good standard to have!
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/03/2023

  So, after the BBB inquired on my behalf, they shipped my order...SOME OF IT. I am missing 2 blue hummingbirds that I ordered and the boat shaped item I received was the wrong color. Friday, 03/31, I texted them at 330pm EST, 230pm their time. I also emailed them and opened a ticket and no response to anything. They either need to ship me the 2 hummingbirds and the CORRECT COLOR boat or refund me for a messed up order! This needs to be done ASAP because my order was reliant upon my order being filled competently!!

  Business Response

  Date: 04/04/2023

  Thank you for reaching out. Our website does state our order timeline which is 3-6 weeks from the order date. Our website also states that ALL discounted, SALE/CLEARANCE or promotional items are FINAL and cannot be cancelled or refunded. However, I do show that your order has been shipped & delivered already. Please see the **** tracking : ***************************************************************************************; ** **** tracking history shows your order#******* was delivered on March 31, 2023. 

   

  Tracking history shows the following: Your item was delivered to the garage or an alternate location at the address at 2:55 pm on March 31, 2023 in **********, ** 23112.

   

  Thank you for your support!
  Redline Steel Customer Support

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19856430
  
  I am rejecting this response because:  I still have not received all my items (humming Birds) or the right color boat
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Ordered 2 weeks ago and it hasnt shipped! I ve never ordered such a simple product that i know is mass produced and it takes weeks to ship!

  Business Response

  Date: 01/03/2023

  Hello, 

  I have your Order# ******* pulled up and show it was placed on 12/20/22 and has already been DELIVERED on 01/02/23 per tracking# **** 9400111899562190010187.  Our order timeline information is posted on our website under "general inquires".  Our current lead-times average 3-6 weeks from your order date, but of course our goal is to get this out to you as quickly as possible while maintaining accuracy and quality. In extreme cases, some orders may take up to ***** weeks.
  To learn more about what else may impact your specific order's time frame please refer to our FAQs: *****************************************************************************

  According to the order date, your order was shipped within our leadtime and delivered. I apologize for any confusion and hope that this information helps. We value you as a customer and appreciate your support.
  
  Thank you. -Redline Steel Management 

• Initial Complaint

  Date:12/21/2022

  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 an order with Redline Steel based on a special offer that they had. It was for Fancy Monogram Steel medium SKU: RLS-COO4-00-24-BLK. The cost was $125.95 and with the discount, it was a total of $88.26. The order was placed on 11-29-22. I checked early this week and was sent an email stating that the order was shipped through ***** The tracking number was **********************. But **** states that a label was created on 12-19-22. It also says the following: Latest Update, A shipping label has been prepared for your item at 10:40 pm on December 19, 2022, in ********************************. This does not indicate receipt by the **** or the actual mailing date. When I contacted redline steel, I was told by ************* that it has left their facility and that it is no longer their problem but mine because it is out of their facility. This is really terrible customer service. I now have no item and no date when I can expect this product which I had to prepay for. I am terribly disappointed in this company.

  Business Response

  Date: 12/21/2022

  Hello, 

  I have reviewed your order#******* placed on 11/29 for a CUSTOM Fancy Monogram and the communication between you and customer support. As stated and posted on our website under our FAQ's, is our order timelines. Custom Monograms do take longer as they are a "CUSTOM" item. Order timeline information can be found at the following link: https://redline.helpdocs.io/article/pqrsznfflv-order-timelines       **Your order has been fulfulled and placed for shipment on 12/19/22  at 4:40pm. Due to the time it was fulfilled, it wasn't picked up by **** until yesterday 12/20 and hasn't been scanned in yet for tracking history to update. 
  
  Customer support did reply with tracking information and the correct steps to take once a package leaves our facility. Tracking#  **** 9405511899562125202819  
  Due to the holidays, the shipping carrier could delay in updating tracking history. Please allow up to 5 business days for tracking history to update.We ship thousands of packages a day and due to the volume of shipments, those packages sometimes don't get scanned until they are at the next distribution center.  Once a package leaves our facility, we provide the carrier and tracking information.  Tracking history could take several days to update during holidays per the carrier.  
  We appreciate your patience and look forward to you receiving your order as soon as possible. If you have additional questions, please contact customer support and we are happy to assist. 
  
  Thank you .
  Redline Steel Management 
  
  
  

  Customer Answer

  Date: 12/24/2022

   
  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. Their customer service is awful. Nothing was ever confirmed in any correspondence that I received. The lady on the phone was rude. I have the product and the case can be closed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  Type:Billing 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.

  Date of transaction: 12/7/22 Order #: ******* Amount: #***.95 I was ONLY going to purchase this item (a large customized sign) because of a 20% discount I was offered through email. The company's website has a glitch (or else, it is something more nefarious) in how it works with the Shop app. I entered the "redline20" discount code to get 20% off the price, hit the "apply" discount button and was immediately checked out WITHOUT the discount. I have NEVER had this happen on any other website and I am a frequent online shopper.I tried calling the company, left a voicemail. I then emailed and got back a form letter saying that company policy doesn't allow discounts to be applied after the transaction. I would understand this had I found a discount code a day later and wanted it applied. But that wasn't the case here. The discount code WAS entered and the site automatically billed my card and checked me (without the discount) out by SIMPLY pressing the "apply" button. I would have never purchased this item for full price (that is why I presume I got the discount email a day after looking at the item online and NOT buying). I would either like the 20% discount applied or an order cancellation. (Additionally, I never got the chance to review the order...hopefully the name on the sign is *****).

  Business Response

  Date: 12/09/2022

  Per our company policy, https://www.redlinesteel.com/pages/terms-and-conditions , in order to be considered valid, the discount CODE, credit and gift cards must be applied at the time of purchase to receive their stated value. If a discount code is not applied to your order at the checkout screen, the company will not issue a refund to retroactively apply the gift card or discount code. If you have trouble applying your discount code, please reach out to us before processing your payment.
  Gift Card Codes and Discount codes cannot be used in combination with each other or with other existing offers. I do apologize for the potential inconvenience this may have caused. We are ultimately unable to retroactively adjust costs paid once the order has been placed and all promotional/discounted sales are final.
  
  Please review our FAQ/Support page for any questions related to applying your discount: https://redline.helpdocs.io/article/mxs3qi32kl-where-can-i-apply-my-discount-promo-code-and-or-gift-card

  **However, I have gone ahead and updated your order to apply the discount-code & have issued a refund for the discounted amount. Please allow 3-5 business days for refunds to process and be credited back to your account. 
  
  Thank you. 

  Redline Steel Management 

  Customer Answer

  Date: 12/14/2022

   
  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

  Date:10/06/2022

  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 ordered a customized law enforcement flag from this company and, upon delivery, the product was damaged. I was promised a replacement but the company will not return my communication. The below dates summarize the transaction and communication:- July 18, 2022: Placed the ordered (via company website) for a customized law enforcement flag (cost approximately $75).- August 15, 2022: I have not received the product. Sent an email to the company inquiring about the order. - August 15, 2022: Received a response to my email and was informed the order was still in process. - August 22, 2022: Received the product. The product was damaged and I provided detailed pictures to the company as I requested what steps were necessary to return the product for a replacement. - August 22, 2022: *********** informed me they would expedite a replacement, and it wasn't necessary to return the damaged product. - September 29, 2022: I have not received the product replacement. I sent an email to customer service asking for information, but they have ignored my communication.

  Business Response

  Date: 10/06/2022

  First,I would like to apologize that your original order/flag arrived damaged. We did issue a remake/reshipment for that order but unfortunately, it has not been completed yet.
  We would also like to apologize that it has taken longer than expected and would like to explain our reship process on custom laser cut products.
  We out-source our laser-cutting and show your reshipment on the ** that is expected to be received at our facility on or before 10/11. We don't always know exactly where specific custom orders are in the production process.
  The lead time on your specific order/remake depends on several things including, but not limited to:
  Custom Text - Must be designed and nested into laser program
  Number of custom text included in your order
  Number of different colors in your order, items with more than one color take longer to fabricate & manufacture. Cutting, printing, drying and packaging. 
  
  With that being said, we will go ahead and issue you a full refund at this time due to the delay. I did reach out to the laser **** and put in an escalation for your flag.
  As soon as your order is completed, you will receive tracking. Again, I apologize for the delay and will make sure that your order is completed as soon as possible. Refund issued on 10/06/22. Please allow 3-5 business days for refunds to process and be credited back to your account.
  
  
  We appreciate your patience and understanding and look forward to you receiving your re-shipment very soon.  

  Thank you. 

  Customer Answer

  Date: 10/07/2022

   
  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,
  
  *******************************