ComplaintsforIndustrial Now, LLC

• Initial Complaint

  07/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5/22 I called Compressor Now to check on availability of a Rolair compressor I wanted. Christian emailed me back saying the unit was in stock. I went online and placed the order, paying in full by credit card. Order # 45274010. They gave me no shipping info or follow up of any kind, only an order confirmation. The compressor arrived damaged on 6/8 so I refused shipment. I contacted Compressor Now about the refused shipment and asked them to send a replacement as soon as possible because I needed the compressor. Despite multiple requests for shipment/tracking info they have provided nothing but promises. I see online they no longer list Rolair brand compressors. I needed the compressor 2 months ago after my other one failed. If they can’t have a working compressor that I paid for delivered then they should return my money in full.

  

  Business response

  07/03/2023

  We are not responding customer has sent the exact same items to AZ attorney general, google, bing and I assume more that we haven't seen yet. 

  Customer response

  07/05/2023

  To Whom It May Concern:
  
  After filing my complaint about Compressors Now with the Tucson BBB, complaint #20268526, the company contacted me and told me a refund has been issued. As far as I'm concerned you can consider my complaint resolved. Thanks.
  
  James ONeal

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part from Compressor now back on November 11, 2022. Never heard anything further other than an email confirmation that my order was received. I called the first part of December to ask about my order and received an email shortly after stating estimated ship date was December 6. I finally received this part December 23. This was my first experience with Compressor One, helpful during the order process, just took time to get the part I needed. A few weeks later I find that I need another part, So I placed an order on Jan 16, 2023. within a half hour I received a voicemail from ******* regarding my order and she gave me call back information. I called her back and she informed me that it appeared the part I ordered was going to be several weeks out yet, She said I could look around for one elsewhere if I needed it faster and could always cancel the order. After my first experience I thought this was nice that they informed me this time. So I ordered the part from another business on Jan 17, 2023. At this point I tried to call ******* back at compressor now, but her extension went straight to voicemail. I left a message stating the situation and that I found the part elsewhere and that I wanted to cancel my order... I never heard anything back . On The afternoon of Jan 18 I called and talked to a parts guy at Compressor now to verify ******* received my voicemail. He looked up my order number and said yeah there is a note attached to cancel the order, but said they had to wait until the supplier showed the part was available, then they would cancel it and refund my money. Then a week after on Jan 25 I get a notice emailed that my order has shipped with a tracking number, so I called Compressor now again and talked to someone in parts about it and they said we can't cancel it because the manifest was already processed. He stated the best I could do is reject the package from ups, but I am not home during delivery . I have supporting emails if needed also.

  

  Business response

  01/31/2023

  Customer will receive a refund once merchandise is received by the manufacturer, was given UPS account to ship back.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 15th 2021 I placed and order with compressor now after speaking with a technical advisor to be certain that I ordered the correct part. When i received the part it was not the correct part. I emailed and called and made contact with an individual that checked my order and stated that the part was correct but requested that i send pictures of my old part and the new part. I sent the pictures to show that they were two completely different parts and have in a back and forth email and phone call game until 11-2-2021 when i was informed that they were not going to let me return the wrong part. All i wanted to do was return the wrong part and get the correct part. I did not request a refund. At this time compressor now has refused to help me resolve the problem. I do have the name of the individual i have been dealing with but will not post it here. This company had made it clear that they do not care about helping customers.

  

  Business response

  11/20/2021

  We have a couple policies. One is that WE NEVER TELL SOMEONE WHAT PART TO GET. This is done to know that if we are ever told "we told them to get a part" we can be 100% sure that they are not being truthful. We instead provide a manual for the customer to pick the correct part from that manual. Second policy is that our vendors dictate the return policy and in this case it is clearly outlined in fact mentioning that specific manufacturer in the policy page stating that they not us have a minimum return amount unless they were sent the incorrect part. The customer ordered the wrong part....that is different than receiving the wrong part. They were in fact sent exactly what they ordered.

  We have these policies in place for scenarios just like this where the customer is just making guesses as to what to order as it happens from time to time. The customer never once requested a manual or any other documentation for the compressor as we keep records of every email request and as stated above DO NOT GIVE THAT INFO OVER THE PHONE. And our policy of always having an email with the model, year and serial number of the machine from the customer again is another form of protection from someone that feels the need to blame someone else for their mistakes.

  Customer was given the benefit or the doubt and the CSR went through every step with the manufacturer under the assumption they got the wrong part and the manufacturer ruled that they in fact did get what they ordered. 

   

  Here is a section from the return policy found at https://compressornow.com/shipping/ where the important information is italicized and bolded.  

   

  Returns and Exchanges
  Note that manufacturers have different policies, we do our best to encompass all scenarios here but unfortunately there is not one standard return policy.
  Items that are generally non-returnable, this list is not exhaustive, just a general idea: electronics, liquids, piping, software or controllers.
  General: All returns must be postmarked no later than 30 days from the original customer shipment date. Returns and exchanges must be in new condition and must include all instructions and original packing material. Customer pays all return shipping charges. Include a copy of your packing list with all returns.
  Original shipping and handling charges are not refundable. Returns must be pre-authorized by us and are subject to a 25% re-stocking fee. These amounts will be deducted from the original amount billed and the remaining balance will be credited to the original credit card.
  Incorrect Item: If you received an incorrect item no extra charges will be incurred. We will replace incorrect items and pay the additional shipping charge.  We are in no way responsible for parts ordered that do not fit unless there was an actual error in your item shipped. You are solely responsible for verifying that you are ordering the correct part and any suggestions, recommendations are based on manuals and experience from the Compressor Now staff but do not constitute a reason for return. We will offer suggestions and provide manuals at no cost to you in the assistance in finding the correct part but will not be held responsible to making sure that that is the correct part for your particular machine.
  Customer Order Error: Incorrect customer orders can be exchanged for any other item without paying the restocking charge. However, the customer will pay the additional shipping and handling charge. The replacement item must be at least 75% of the value of the original item. Minimum return amounts are set by certain manufacturers and must be met for a return. For example, items returned to Atlas Copco must have a vale of $350 or greater, lesser value items will not be returned or exchanged unless it is proven to be a necessary exchange due to a manufacturer error.
  Return Shipping Instructions: Return via prepaid UPS or US mail. Insure shipment for full value of purchase. Use original packaging. We are not responsible for packages lost during return shipping.
  Return/Exchange Instructions: Enclose a copy of your packing list or E-mail Invoice along with detailed return/exchange instructions. Send exchanges and returns to dealership. We cannot accept returns of any pipe or electronics.
  Above Return Conditions Simplified: If we made an error we will fix it, if you ordered the wrong items the restocking and shipping fees will apply. We will not return items for no fee just because you say “someone told me it was part XXXX”. 

*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. ↩