ComplaintsforIntegrated Resources Group, Inc.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Friday September 24th I purchased three slabs from this business. I was told the slabs would be delivered on the following Monday. On Wednesday September 29th, I called to see if the slabs were delivered- they were not. They said they were looking for their driver and could not find him. Since they were not yet delivered, I found this suspicious and told them to hold off on delivery that day as I was going to look at slabs from another company. By end of that day (Wednesday), I called back and told them I would move forward with the order and asked when the slabs would be delivered. The associate told me they would be delivered Friday October 1st. On that Friday I called to confirm delivery. I was told the slabs were on the truck being delivered and they would call me back to confirm delivery. I did not receive any call back on Friday. On Monday October 4th, I called and asked to confirm delivery. The associate said he would check and call back. No one called back.

  Business response

  10/22/2021

  When the client purchased slabs, our staff mentioned that our driver was out for one week, but we would schedule delivery for Wednesday, September 29th. On that Wednesday morning, we received a call from the client to hold off on the delivery because they wanted to look at product elsewhere. When they called back later our truck was already loaded and out. We told the client that we could ship material from our ******** store two days later, on Friday. Unfortunately, there was a miscommunication with our ******** team and we did make an error. On Monday,after the client spoke with our Associate in ******, we realized our mistake,and took responsibility by trying to contact the client. We tried to reach the client twice that day and, when we could not, we contacted their fabricator.The fabricator told us that there was no issue since he was out of town, and there would be no delay in the project since the cabinets had not even been templated yet. Regardless, we delivered the slabs to him the very next day on October 5th.
  
  I would like to point out that our staff apologized on several occasions. At the time this BBB complaint was brought to our attention (Tuesday, October 12th) the fabricator had already begun to cut the slabs. At no point did the client express dissatisfaction with the product or ask to return the slabs. We wouldve taken back the material and provided a 100% refund for the product if that was what the client wanted. Instead, the client insisted with our Branch Manager on monetary compensation for project delay. As was noted to the client, we do not offer monetary compensation for a free delivery service, especially when no damage was one (nor was any project delay caused).

  Customer response

  10/28/2021

   
  Complaint: 15994276
  
  I am rejecting this response because:

  When I purchased the slabs on Friday September 24th, I was told the driver might be out next week, but they would figure something out and the slabs would be delivered Monday September 27th. When my fabricator showed up to template our kitchen on Wednesday September 29th, he told us they havent received the slabs, so I decided to go look at other material because I found it suspicious that they said the slabs would be delivered Monday and they hadnt been delivered yet. I called the company that same day and told them we would go ahead and go forward with the slabs we originally ordered. They did not tell me anything about the slabs shipping from the ******** store, but they did say the truck was already gone and they would have the slabs delivered on Friday October 1st. I called on Friday October 1st to confirm delivery and was told I would receive a call back with updates.  I did not receive any call back that day.
  

  On Monday October 4th, I called to check on delivery status and was told they were not delivered yet, but would be called back with an update on its whereabouts. I never received any calls back that day nor were there any messages left on my phone with anyone attempting to contact me with updates. On October 5th, I called again to check on delivery status. I was told by the manager they were delivered, however she did not apologize or take any responsibility for the misinformation and deception throughout the delivery process. In fact, the manager blamed me for the slabs not being delivered yet and stated if you needed the slabs that badly, then you should have had your fabricator come pick them up. This was very unprofessional and uncalled for.  I have attempted to post about my factual experience with this company on Yelp and they have deleted or hidden my posts. Instead of taking responsibility for this matter, they have chosen to conceal their wrongdoing. 

  
  Sincerely,
  
  ***************************

  Business response

  11/04/2021

  See attached

  Business response

  11/05/2021

  See Attached

  Business response

  11/09/2021

  
  We have spoken to the staff involved with this order and there is obviously a difference in perspective on how the events transpired. We have taken responsibility for a miscommunication which led to material not being delivered on Friday, October 1st and our staff apologized on several occasions for the mishap. Rather than repeating details of the situation, we hope that all parties can move on from this. It seems the client felt they were left in the dark while we coordinated delivery with our ****** Driver out that week, and for this, IRG Management and staff involved are very sorry. We extend a sincere apology to the client if our communication and follow up was not up to par during this time.
  
  However, to reiterate what our Branch Manager told the client: we will not offer any compensation for a free delivery service. We were in contact with the clients fabricator during delivery coordination and have been assured there was no delay in installation and the client is happy with the result. The fabricator is willing to attest this to BBB.
  
  In response to the accusation about Yelp reviews:
  The client left a negative review describing their experience on the Yelp page for our ******** branch, then separately left a similar review on the page for our ****** branch. We reported the review on our ******** page as being for the incorrect location because 1) it was for a different branch than which the client was dealing and communicating with and 2) it was a duplicate experience posted on two separate branch pages. While trying to leave a public response to the review for our ****** branch, we found we were no longer able to address the review. We simply assumed the client had taken it down on their own accord.

*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. ↩