ComplaintsforGesswein
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We placed order No. ***** with Gesswein on November 12th, 2023, for Item No. ******** ********* ***** Combo Bench Stone – 4-3/4” x 2”. The cost of the item was $336.68, with discounts and shipping charges applied, totaled $315.81. On December 4th, 2023, we received an empty **** Priority Mail envelope with tracking details matching our Order No. *****, with affixed **** labels stating that the lightly padded envelope was “Received Unsealed” and “Received Without Contents”. I immediately emailed Gesswein about the issue. *Note, please review my email to Gesswein dated December 4th, 2023, alerting them to the issue and photographs of the damaged envelope in attachment “Email Details”. I received a response from Jennifer C***, Customer Service Associate, on December 5th, 2023, stating “I will ship a reorder to you and request better packaging for this shipment or reinforcement. I will handle the claim. Please disregard any new invoice you may receive, a credit will follow.” On December 12th, 2023, we received another shipment from Gesswein. It was packaged in the same lightly padded envelope, which was, once again, empty and torn in the same place as the original shipment. This time, I was with the **** driver and our traffic manager. We refused the shipment, and the envelope was returned to Gesswein (see attachment “2nd Return”). I emailed Jennifer Cruz that the second shipment was unsealed and without contents. I followed up with a phone call and left a message. I have since called multiple times and left messages, including to Kimberly Arnette, Sales Manager, without any response whatsoever. I must say I am very surprised that such a fragile (brittle) and expensive item was mailed in such a thinly padded envelope. Moreover, I was shocked that a company such as Gesswein would not respond. We have been billed twice and have not seen the promised credit for the first shipment. We would like the order cancelled and full refunds issued, including all shipping charges.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
PO Box 3998
201 Hancock Avenue
Bridgeport, CT 06605-0935
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.