ComplaintsforDSL Supply, Inc

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The DuraVent Y reducer I purchased on Oct 31, 2023 was never received. I did receive a confirmation receipt of my order at that time. I have emailed DSL Supply numerous times to give me an update on my order with no response. I was unable to find a phone # that I could contact them with. I cannot resolve this issue because they are not responding.Thanks ***********************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  In August 2023 I placed an order for 3 slab doors. They all 3 arrived but one was damaged beyond use. It was not accepted and returned. The door was never replaced or refunded despite dozens of calls (leave messages) texts and emails. Nothing !! I bought another locally and am out about $126 for the door from DSL plus tax. Is there anything that can be done ?**************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I placed an order from DSL supply .com for $208.89 on 11/05/23 and received 1 email confirming the order and the 2nd to confirm money received. I have yet to receive any other email regarding tracking number or anything. I have called several times and get no answer and have left several messages. I need to know what to do about this.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I placed an online order online on Wednesday 12/14/2022 from this company's website. I received a tracking number quickly and on 12/16/2022 a deliver was received. It was a much smaller package than I expected and I was confused when I opened it and found one sponge. Based on the description on the website, which is shown in the photos, I expected 1 case of 20 sponges. I contacted the company to clarify. I was advised by David that I only order one sponge. I explained that I would not have paid $5 for one sponge and he, very rudely, said that he would just refund me and attempted to end the conversation. I explained that I still needed the status of the Palmolive that I ordered and since the description of the sponge was not accurate, I also wanted to confirm the number of palmolive's that I should expect. He checked and advised that I would be getting 12. Based on the description, I explained that he could just cancel the order because I was expecting 12 sets of 12 bottles...based on the description. He laughed sarcastically and told me I needed to go back to school...said some other rude things and then hung up in my face. I attempted to call back and was sent to voicemail.

  Business response

  01/05/2023

  The item on or website was for each, with letting the customer know that it comes also in case size. After customer call and complained, we refunded the sponges.

  Customer response

  01/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business stated "we refunded the sponges"...yet according to the business, I was only entitled to ONE. The business did refund the $5 for the one doing I received. I was not refunded for the Palmolive.
  
  I will be satisfied with nothing less than a full refund or full shipment of what I should have received. Any reasonable person would have the same expectations based on the item descriptions.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Item ordered (AC/heater window unit) was received on June 1st. *** left an extremely damaged package on my porch. Not 5 minutes after the delivery I went outside to inspect the package. It was a mess, so I immediately took photos & sent them to DSL Supply's owner, David Levinson, per his secretary's (it was a woman) request. I've been getting the run around from David for six weeks without resolution. *Usually when a person reads a business's review, & it's so bad that it is just unbelievable. Now I know that it is possible for a business to be so horrible!

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2022/07/28) */ Contact Name and Title: David L****** Owner Contact Phone: 407-990-9797 Contact Email: [email protected] This is the first time hearing about** ******* at ** ******* Farms damage window A/C unit. We have already set a new unit out to hime today. DSL Supply does not have control of shippers and sometime things get damage. Sorry to hear about Mr. ******* damage AC. Consumer Response /* (3000, 10, 2022/07/29) */ -------- Forwarded message --------- From: ******** ******* ******************** Date: Thu, Jul 28, 2022 at 8:54 AM Subject: ******** To: ******************* I want my money back. The owner said he would have the shipper pick up the box. He said he would refund it. He lied more than once! He's a thief at this point. ******** ******* ****************************************** Focus on things above not on things of this earth. Colossians 3:2 Business Response /* (4000, 13, 2022/08/01) */ Dear ******** *******, Calling someone a thief because *** damaged your shipment is not fair. DSL has sent you a replace window unit to make you happy. We are sorry the freight company damaged your AC window unit. At this point you have two AC's and now would like a refund. Please ship back both units and we will be more then glad to give you a full refund. Consumer Response /* (4200, 15, 2022/08/02) */ ---------- Forwarded message --------- From: ****************************************************** Date: Tue, Aug 2, 2022 at 1:07 PM Subject: Re: BBB Complaint Case# ******************************************** To: *************************** Only the original unit is here. He sent another one without asking me what I wanted. I refused that delivery, & *** took it back to their truck. He has not reached out to me & asked what he could do to make this right. All he ever said was, "I'll take send a call tag today." Or, "I'll call the shipping company to pick it up." "I'll send a different one," then hang up before I can say I don't want another one. I am NOT asking for two refunds, only one. The second amendment allows me to call someone a crook if I so desire. I do that because he has not sent a call tag for the unit to be picked up, & he has not asked me what can he do about it. The reviews on the web for this company are not good, & it looks like someone else filed a BBB claim against them. Being mean is not something that I take pleasure in, but I realize I do have a temper if pushed to far. I have made SEVERAL calls & talked to him. He never followed through. I emailed him a few times also with no responses. I sent you copies of the emails & phone calls, so for him to say he had no idea about this problem is 100% false. All I want is a refund & have the unit returned back to him. ******** ******* ************** *************************** Focus on things above not on things of this earth. Colossians 3:2

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 28 May 2022 Amount of money paid to DSL Supply was $345.19 which has been charged to my credit card at the time the company stated the merchandise was shipped, which is stated as 03 June 2022. No shipping updates, NO tracking numbers, no shipping company named. The tracking link states, "Delivered on our truck" Business committed to provide to me 1 Heatstar 30,000 BTU Vent-Free Radiant Propane Heater with Thermostat and Blower, #*************** CODE/SKU ******** I have tried to reach the company via email, via "contact us" through their site, via the toll free number and the 407-990-9797, and via text message to 407-990-9797. As of this date 23 June 2022 NO ONE has contacted me about my purchase order although the company has charged my credit card. The company has not tried to resolve the issue or problem because NO ONE has contacted me to handle this issue. Order#*******

  Business response

  08/24/2022

  Business Response /* (1000, 17, 2022/08/01) */ Customer was refunded on Jul 06 in the amount of $345.19 - Customers package was taken by someone from front door.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Purchased a heater from DSL on 2/5/2022 which was to include (as per product description) a (1) conversion kit and (2) thermostat. Once the crate was opened, found that both were missing from the unit. Have spent the last four months in contact with David from DSL to remedy the incomplete - and fully paid - order and have only received empty promises. Even had an email exchange with both David and the manufacturer, ********* which led to more promises to fully remedy their error and still nothing.

  Business response

  08/22/2022

  Business Response /* (1000, 8, 2022/07/01) */ Thank you for reaching out to us... This********* heater does not come with an conversion kit from LP to NG. As and courtesy we requested********* to send kit to customer.********* informed us three to four weeks for delivery. Consumer Response /* (3000, 10, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) You're not understanding what was missing!! The heater we purchased was listed as LP *PROPANE* but was NOT LP ready so now we need the conversion kit bc it is incorrectly natural gas ready so now a converter is necessary. The first ERROR on this product. In addition, it was listed in the product description as having a THERMOSTAT. It did NOT have a thermostat so we need that sent to us as well. The second ERROR on this product. If you follow the emails from me to DAVID (one of many is attached) you will see exactly what was promised to me by him when the product was sent INCOMPLETE! I paid good money for this and was promised endlessly that the DOUBLE oversight you made would be fixed. Business Response /* (4000, 14, 2022/07/26) */ We have reach out to********* and requested along as The ********** has too. Kit should be on the way shortly. Consumer Response /* (4200, 16, 2022/08/05) */ ---------- Forwarded message --------- From: *********************** Date: Thu, Aug 4, 2022 at 9:56 AM Subject: Re: BBB Complaint Case# ******************************************** To: ************************************* Hi ****** I want to believe that they will indeed send the items that should have been included all along ; however , they have made this promise before. In fact, they have made this promise several times over the last SIX months. Remember, this is providing me with items that were included in the product description but never ever sent with the product. I haven't received anything since their response to you a week ago. I hesitate accepting their rebuttal when they say something is already being mailed to me. I'd like to wait and actually get both, correct items. I really don't want to start this process all over again. The heater was really expensive ($900!) and because they completely failed, I can't even use it or have it installed. Please advise. Thanks.**** **********

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 10, 2021 we ordered a 50-gallon Rheem Marathon water heater which arrived about 2 weeks later than promised on Dec 1, 2021. The water heater was refused because the pallet and the box were heavily damaged, looking as if it had fallen over or was hit hard with a lift. Beginning Dec 1, 2021 through Jan 25, 2022 we have had many email AND phone conversations with David ******* of DSL who has assure us that we would be refunded the $1766.23 cost of the unit. We have not received the refund and he has stopped replying to emails, nor does anyone answer the phone when called.

  Business response

  05/06/2022

  Business Response /* (1000, 9, 2022/04/19) */ See attachment: To Whom It May Concern: DSL Supply Inc. never received any communication from Worthman Mechanical and or the BBB about a damaged water heater. Enclosed is a copy of the invoice along with shipping tracking with YRC Freight. DSL Supply has requested YRC Freight to check into the matter of product being sent back because of damage. Once, we can locate the merchandise and verify that it has been received to the warehouse we will fully refund the customer. Once again were very sorry the customer had a problem with their order.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 50 gallon electric water heater from DSL. It was delivery on February 7th. When I opened the box there was damage on the top of the unit (The top is bent). I contact them on the next day and they told me I should talk to the carrier to collect it and sent it back. When I called the carrier they told me that they could do it only it DSL send an approval for it. Called DSL back that gave me two option: Accept a blanked cover or to replace the unit. I asked to have the unit replaced. DSL told me they would send the approval for the carrier on the next day and will let me know. After that I can talk to them anymore. No one is returning my calls or may SMSs or my emails.

  Business response

  04/19/2022

  Business Response /* (1000, 17, 2022/04/19) */ ***Document Attached*** To Whom It May Concern: DSL Supply Inc. never received any complaint from the BBB about a damage water heater from **** ******** with order XXXXX. DSL Supply administration pulled the Bill of Lading from **** **** XXXXXXXXXXX-X in which has no notification of damage. The remarks state, "torn open at bottom of box" At this time we would not be able to file a claim for **** ******** behalf. Please see enclosed copy of delivery receipt along with our shipping policys that **** ******** accepted on checkout of sale. We have asked ***** for assistance on this matter under warranty claim to fix damage, but **** ******** has not filed warranty card at this time. We have enclosed the buying order, policies, delivery receipt for your records. Once again were very sorry the customer had a problem with their order.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/2/21 I purchased two generators from DSL Supply, INC in Clermont, FL for over 3,700.00. A guy name Dave said 5 day shipping. I explained that we were evacuated and needed them as soon as possible in order to return home. Almost three weeks later still no generators nor any contact from him. I tried calling (has my number blocked, going straight to voicemail), and tried emailing. NO contact what so ever. Now I'm out of NO generators and NO monies.

  Business response

  04/19/2022

  Business Response /* (1000, 18, 2022/04/19) */ ***Document Attached*** To Whom It May Concern: DSL Supply Inc. never received any complaint from ****** **** Properties aka ***** ********* and *** ********* or the BBB about a missing generator. DSL Supply administration informed *** ********* on September 16, 2021 that the two generators were being shipped out from the factory directed and shipping out on September 17, 2021 We have enclosed the buying order and emails from customer. Once again were very sorry the customer had a problem with their order.

*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. ↩