ComplaintsforViega LLC

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased product for a job in June of 2022. These fittings were apparently discontinued back in April of 2022. No where on my order acknowledgement does it show these fittings discontinued or ineligible for return. Their website as of today (11/22/22) still show this product available and says nothing about it being discontinued. Their return policy is also not available online. My RMA request was denied because the product is discontinued, but there is no feasible way I would have been able to identify that. Not by their website, not by their order acknowledgment, nothing. Now I am being told I'm stuck with thousands of dollars of discontinued, non-returnable product.

  Business response

  11/28/2022

  Viega LLC is the manufacturer of Plumbing and ******* systems, sold only to Wholesalers and Distributors. FEI (********) ********* Fire & Fab #**** is a distributor of Viega products where the customer placed the order for the discontinued product on June 7, 2022. (see attached order confirmation). The product on the order was discontinued as of April 1 , 2022, which a letter what sent to the distributor on February 14, 2022 to notify them of this occurring to the product lines at that time. ( see attached March 2022 Price Adjustment and Notice of discontinuation letter). In addition it is on the viega.us website of the product that is discontinued and was posted on 1/1/2022 since it was known at the time that Viega would not be continuing this product line, as well as in the Letter of notice. It is stated under each item to indicate this occurring as " available while supplies last" on the website and also indicates in the terms and conditions on the website on page 253 of the Viega Product Guide, Catalog 2022 under the Resources section, under downloads that discontinued product cannot be returned. (See attached product illustration and T & C's). Also on and in this section is the Product discontinuation list of all products that were discontinued on April 1, 2022 also posted on the website. ( see attached US-PDR) If the product was not used in the job it was intended for then the customer should of reached out to the Distributor from which it was purchased as they would be responsible in telling the customer of such discontinuation and weather they accept returns under their policies for such discontinued product, Not Viega LLC.  This claim needs to be, between the Distributor (FEI) and the customer (Mr. ********************** on how product may be returned for a refund.

  ********************* emailed **************** requesting a copy of our return policy on 11/22/22. A copy of the Terms and Conditions from the catalog, as well as the current return policy were sent to ***** with no further communication from ***********
  

  ***********************

  Legal Specialist

  Viega LLC

  Customer response

  12/06/2022

   
  Complaint: 18450293
  
  I am rejecting this response because when I communicated with Viega over the telephone on 8/25/22, they told me there would be a 25% restocking fee, not that the items were non-returnable.  I spoke with two different people on 8/25/22 about the return, because I was pretty shocked by the 25% restocking fee.  They told me I had to go through the distributor to return the product and the 25% was not something that could be changed or waived.  I then initiated the return with ********, who I bought the product from, and then Viega gave them the response that these items are not returnable.  There was never any clear effort on Viegas part to inform me, or ********, that these parts were discontinued and non-returnable.  Not in the time of me having these parts quoted by Viega on June 1st, 2022, to when they were ordered, to when the return was initiated.  
  
  Sincerely,
  
  *********************

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