ComplaintsforIndustrial Safety Products

Industrial Supplies

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Initial Complaint
09/13/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I initiated a salesperson at ISP to quote product July 21, 2022. I received a quote July 22, 2022. I started order July 25, 2022. I approved digital proofs July 25, 2022. The entire order was charged to my credit card July 28, 2022. I approved the digital proof AGAIN on July 29, 2022. I called August 22, 2022, to inquire as to where my order was (it appears to have never been started). I received a partial order August 29, 2022, I informed them on the same day that the vests I received were printed incorrectly. I wanted to make sure future shipments were correct, no response from ISP. I sent another email August 30, no response from ISP. I called Sept 6 & spoke with ****, he said I had to talk to ******. I made sure **** was aware of not getting answers from ******, he apologized. I sent another email Sept 6. ****** said he was 'digging deeper' to see what was the confusion. I sent and email Sept 7 & Sept 13 requesting a timeline for delivery on the remaining vests, no response.
Business response
09/16/2022
Hello *********,
We apologize for the delays caused. Unfortunately, we have been having lately several delays with our manufactures due to several material shortages right now.
The missing items, along with the vests that were printed incorrectly, will be shipped out to you by the end of next week.
Have a great rest of your day!
Customer response
09/19/2022

Complaint: 18020529

I am rejecting this response until I actually receive the vests in question.

Sincerely,

***************************
Business response
10/06/2022
Hello *****,
We noticed that you received the missing vests today. Can you please confirm if everything is okay?

Regarding the 4 vests that were misprinted, we can either refund you those 4, or ship you new ones, however that sized will be back ordered.

We will be attentive to your response.
Customer response
10/07/2022
ISP: I did receive the missing vests yesterday, thank you. Can you please refund me for the 4 misprinted vests?
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
08/26/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In May of this year, I purchased online a set of hearing safety ear plugs from Industrial Safety Products at *********************************************. In the same time period, I purchased locally a similar product by ******'s, I then made a visual comparison of the two products, read the technical and use printed data provided by both providers and since the Cabela's product was comparable and $200 less in cost, I selected it and arranged for the return of the other product. I prepared a transmittal letter dated May 31, 2022, requesting a refund and sent the product back to Industrial Safety Products by US Priority Mail and fully insured. I have the mailing receipt with its tracking code to verify delivery. After approximately 30 days I contacted the provider to check on the status of the $489.00 refund to my **************** credit Card account. I was told they had to confirm the condition of the returned item, I followed up a few days later and was told the product had not been inspected and that they had many items in their warehouse i assumed for return inspection. this went on for another week when I then sent by registered US Mail a full set of all documents recording the return of the product and all follow-up correspondence on the matter requesting my refund. I will be sending to your BBB Office at ******************************************************************* complete set of these same documents. On my last call to the providers *************************** (CSD) the lady speaking said they didn't have the documents and if I could send or e-mail them again. I advised her that I had a signed US Mail delivery certification card verifying that the information package was delivered to and accepted with their employees' signature, accepting the package. I am concerned that this company is conducting a "SHAM" marketing reduced price products on the Inernet and when there are returns, they are simply keeping the items and customer's money. Their CSD wears down the customer until they give up.
Business response
09/12/2022
Hello ******,
We wanted to apologize for this big delay. Precisely in order to avoid all of those types of inconveniences, we have a standard procedure for all the returns processes, and is that you have to request an RMA, so at the moment of returning the item back to us, my shipping department knows right away what is that in regards to.
We have refunded the total amount of the order on Sep 7th.
Have a great day!
Initial Complaint
01/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
ordered halfmask respirator large size and they sent me a medium ie wrong size
Business response
01/13/2022
Hello *******,

We apologize for the inconvenience. Can you please provide us with your order#? We have not been able to find you in our system.

We will be attentive.
Customer response
01/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
eXhApMT2-A your customer services **** looking for alternative to fill our needs
Business response
02/21/2022
Hello *******,

We apologize for the inconvenience. Can you please provide us with your order#? We have not been able to find you in our system.

We will be attentive.
Customer response
02/22/2022

Complaint: 16494416

I am rejecting this response because: your company service is ***** matter i have found a new vendor give me my money

Sincerely,

*************************
Business response
02/24/2022
Hello *******,

We apologize for the inconvenience. Can you please provide us with your order#? We have not been able to find you in our system.

We will be attentive.
Business response
08/10/2023
The customer has not provided any order number, and we do not find her in our system.
Initial Complaint
12/29/2021
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
---see attached--On or about 12/8/21 Industrial Safety Products (ISP) took $29.99 from me as payment for 20 3M ****+ disposable respirators. The reason I purchased this particular brand and model of respirator was that they could be verified with 3M as authentic and not counterfeit. In order to verify the masks, they would need to come in sealed 3M packaging with specific coding to be matched and verified on the 3M website. This is not what I received. I received 20 loose masks in a plain ***** corrugated shipping box that could not be authenticated. I have complained to both Industrial Safety Products as well as 3M. I have asked for a refund from ISP and they have not responded.
Business response
12/31/2021
Hello ******,

We apologize for the inconvenience you had with our company. However, the masks are legit. We are authorized distributors from 3M. The only masks that come in their original packaging is the box of 420, since those are the ones 3M has available to ship to us, and in order for us not to have a minimum quantity to purchase of 420, we sell them by individuals to give customers the opportunity to be able to purchase them.
At this moment we cannot be able to refund you, since you have the masks, and due to safety reasons, the masks are not returnable as it's stated in our website and packing slip.
Customer response
01/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept their response. They say that the masks come in boxes of 420 and that they separate them in order to sell to consumers. This is quite INCONSISTENT with their earlier statement that the masks come in boxes of 10. I also believe it is an untrue statement. I have attached that email from their customer service representative. Further, I understand that because they are PPE they are not returnable, however since they are just boxing up loose masks not in the sealed 3M packaging, who's to say where these masks have been.
See Attachment/File: Response from ISP.pdf
Customer response
01/10/2022
I had the pleasure of speaking with one of their customer service representatives and ********************** has now provided a satisfactory resolution to my complaint. Please **** my BBB complaint as "satisfied." Thank you.
Business response
05/11/2022
Hello ******,

We understand your concern and we do see that the total amount of the respirators you paid were already refunded to you.
Customer response
05/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
12/17/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of transaction: 10/26/2021. Total amount: $89.87. This business was committed to provide me a genuine Milwaukee # **-90-1952 Hepa Filter with gasket. The nature of the dispute is that the new filter they sent me came without the gasket. I contacted Milwaukee to make sure that the gasket is suppose to come with the filter and they said, every filter comes with a gasket. I contacted customer service at **********************, and spoke to ****** their associate, and he said that, yes, a gasket is suppose to come with this filter, and I would be getting an email in a couple of days confirming the results. I contacted them a week later after not receiving the email, and the associate said they are trying to get the gasket. After waiting a week, and no response from them, I called again, and ****** from customer service said, that the manufacturer is not going to give the gasket. We both decided that my only recourse would be that I should email the returns department, for an RMA, to return the merchandise for full refund. After waiting three weeks, I received an email from them stating that I can return the product, but I must pay all shipping charges and a 15% restocking fee. Talk about rubbing salt into the wound: they short change me a gasket that I paid for, and wasted all this time, not being able to use the filter without the gasket, and now I must pay more money to return the item. I know that Milwaukee is a reputable company and I have dealt with them for years; if someone on their end while packing the box, by mistake, forgot to include the gasket with the filter, the company would make good on their end. Those at Industrial Safety Products must not be trying very hard to get the gasket. But I did not buy this merchandise from Milwaukee, I bought it from Industrial Safety Products. This is their responsibility to make good on whatever they sell!
Business response
12/23/2021
Hello *****,
We wanted to apologize for the inconvenience you had with us.

Taking into account that our manufacture did not want to provide with the gasket, we would offer you a pre paid return label with no restocking fee.

Best regards.
See Attachment/File: RL-******.pdf
Customer response
01/04/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My rebuttal to Industrial Safety Products, is that, in their email they do not state that I will get a full refund. The email states, that my account will be refunded, once the part is returned and inspected. Industrial Safety Products, received the returned merchandise on December 29, 2021, at 10:31 AM. As of today, January 4, 2022, at 3:00 PM, my credit card account has not been refunded, and I have not received a follow up email.
Returned merchandise: Milwaukee Hepa Fiter 49-90-1952 $89.87

I have put in a dispute to my credit card account, which I used to purchase this item, and they are getting involved also.
Thank you,

*********************************
***** P PLUMBING LLC
**********************
************
Customer response
01/05/2022
---------- Forwarded message ---------
From: dpotkaletski <**********************>
Date: Tue, Jan 4, 2022 at 3:20 PM
Subject: FW: RE: Return authorization label requested #******
To: <**************************************>

To ****************,
my rebuttal to Industrial Safety Products, is that, in their email they do not state that I will get a full refund. The email states, that my account will be refunded, once the part is returned and inspected.
Industrial Safety Products, received the returned merchandise on December 29, 2021, at 10:31 a.m.
As of today, January 4, 2022 , at 3:00 p.m.,
my credit card account has not been refunded , and I have not received a follow up email.
Return item: Milwaukee, Hepa Filter#
**-90-1952 $89.87

Please feel free to enter this information into my case file: 90662728,
Please see attached photos , as proof of returned item.
Thank you,

*********************************
***** P PLUMBING LLC
**********************
************

Sent via the ******* Galaxy S21 5G, an **** 5G smartphone

-------- Original message --------
From: dpotkaletski <**********************>
Date: 1/4/22 11:41 AM (GMT-05:00)
To: ********************************* **********************
Subject: RE: Return authorization label requested #******

To ******************,
You received the returned merchandise on
Dec 29, 2021 at 10:31 a.m.
As previously stated, you were to credit my card account when you received the returned merchandise: Milwaukee Hepa Fiter **-90-1952, returned to you, exactly as I received it, brand new, never used, and in the original box.
As of today, my card account has not been credited.
Please credit my card account, and send me an email as soon as possible.
I need to contact the Better Business Bureau concerning the outcome of this matter!
Please see attached photo.
Thank you,

*********************************
***** P PLUMBING LLC
**********************
************

Sent via the ******* Galaxy S21 5G, an **** 5G smartphone

-------- Original message --------
From: ********************************
Date: 12/28/21 1:59 PM (GMT-05:00)
To: 'dpotkaletski' <**********************>
Cc: '*****************' <***********************************>, '*******************************' <********************************>
Subject: RE: Return authorization label requested #******

Hello *****,

The refund will be done in your account once we have received the item returned to our warehouse and the inspection is done.

Attentive to your comments.

Best regards,

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

Inside Sales Rep.

Office: *************************

W: www.IndustrialSafetyProducts.com

From: dpotkaletski <**********************>
Sent: martes, 28 de diciembre de 2021 11:48 a. m.
To: ********************************* **********************
Cc: '*****************' <***********************************>; '*******************************' <********************************>
Subject: RE: Return authorization label requested #******

To ******************,

I dropped off the return merchandise at ****** at 11:16 a.m. on 12/28/21.

( Milwaukee Hepa Filter: **-90-1952, brand new, in the original box)

I spoke to ******, at customer service, just before I mailed the merchandise, and he affirmed that the full refunded amount for the filter, will be credited to my credit/debit card.

Please email me as soon as possible, stating that you have credited my account card , so I can state to the Better Business Bureau the outcome of the situation.

Thank you,

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

***** P PLUMBING LLC.

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

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

Sent via the ******* Galaxy S21 5G, an **** 5G smartphone

-------- Original message --------

From: dpotkaletski <**********************>

Date: 12/23/21 7:51 PM (GMT-05:00)

To: ********************************* **********************

Cc: '*****************' <***********************************>, '*******************************' <********************************>

Subject: RE: Return authorization label requested #******

To ******************,

Thank you for sending me the prepaid return RMA shipping label.

(FYI, I did not receive the wrong part. The problem, was that I received the Filter without the corresponding Gasket. Both are needed! And both parts are supposed to come in the box!)

Before I send back the brand new Filter, in the original box, I want to be clear on your intentions?

Are you planning to wave the 15% restocking fee, and, are you going to send me a brand new Milwaukee Hepa Filter:

# **-90-1952 (Filter with Gasket)?

Or, are you going to cut me a check for the full refund? or refund the money to my credit/debit card?

Please email me with your response.

Thank you,

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

***** P PLUMBING LLC.

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

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

Sent via the ******* Galaxy S21 5G, an **** 5G smartphone

-------- Original message --------

From: ********************************

Date: 12/23/21 5:26 PM (GMT-05:00)

To: **********************

Cc: '*****************' <***********************************>, '*******************************' <********************************>

Subject: RE: Return authorization label requested #******

Hello,

Attached you will find the prepaid return label that you can use in order to return the wrong item sent.

We do apologize for all these inconveniences.

Please let us know once you ship the items back to us, so we will make the corresponding follow up.

Best regards,

****************** ISP

Office: *************************

W: www.IndustrialSafetyProducts.com

From: ******************************** <********************************>
Sent: lunes, 20 de diciembre de 2021 8:50 a. m.
To: '*******************************' <********************************>
Cc: '*****************' <***********************************>
Subject: FW: Return authorization label requested #******

FYI.

From: dpotkaletski <**********************>
Sent: *******, 19 de diciembre de 2021 10:06 a. m.
To: ********************************* **********************
Subject: RE: Return authorization label requested #******

To ****************** and ****************.

I was sent a Milwaukee Hepa filter # **-90-1952. When I opened the box, The filter was there but no gasket that is required to come with the filter. After several attempts speaking with **************** (which they did not once return an email or phone call), they told me that the manufacturer was not going to give them the gasket. I find this very unusual, because Milwaukee is a very reputable company, which I've dealt with for years. If they, on their end, slipped up, by not including a gasket with the filter, they would make good on the situation, and send the missing gasket. I believe if Industrial Safety Products tried hard enough, they could get the gasket that was needed. Seeing that the situation was stalmated, the only other option was to return the merchandise for a full refund. After contacting the ****************** for an RMA , and after waiting three weeks getting a reply to my email, to my annoyance, I find that I must pay all shipping charges, and also must pay a 15% restocking fee. This is absurd, because Industrial Safety Products is responsible to send all the required merchandise.

I would suggest you reconsider your position, and put more effort into getting the gasket from Milwaukee. Or if this is not possible, then Industrial Safety Products should pay for all return shipping costs, supply an RMA printable label, and wave the 15% restocking fee. I have sent a complaint to the Better Business Bureau, and shortly they will be contacting you about the situation. Have a good day,

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

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

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

Sent from my Galaxy

-------- Original message --------

From: ********************************

Date: 12/16/21 10:08 AM (GMT-05:00)

To: 'dpotkaletski' <**********************>

Cc: 'Info ISP' <*****************************>

Subject: RE: Return authorization label requested #******

Hello *****,

Please find below the information you need to know about the return.

Industrial Safety Products
RMA #: RMA-*****
2023 ***********
*****, ** 33122

You will have to write the **** RMA-***** in bold on the outside of the package and please be advised that according to our returns policy you have to assume the shipping cost and there will be a 15% restocking fee which could be waived if you make an exchange for another item with the same or higher price. Let us know when you dropped off with the carrier and email us with the tracking number if it is possible.

As a reminder, all products must be in original packaging and in re-sale condition, you will see our policies in the link below.

https://www.industrialsafetyproducts.com/return-exchange-and-cancel-your-order/

Please let me know if you have further questions.

Thank you and have a good day!

Best regards,

****************** ISP

Office: *************************

W: www.IndustrialSafetyProducts.com

From: dpotkaletski <**********************>
Sent: lunes, 29 de noviembre de 2021 10:25 a. m.
To: ********************************
Subject: Return authorization label requested

Please email me a return label that I can print off, and send back to you concerning a Milwaukee Hepa Filter: $89.97.

The filter I ordered came in the box without the small gasket that is supposed to come with the filter. I sent an email and called several times, speaking to an associate of yours named ******, at customer service, but he was not able to send me just the gasket that was missing.

**************** has all my information that I send by email, with photos showing proof of purchase, packing slip, and the original box with filter.

After speaking with ****** on my last phone call, the only course of action we could think of was to return the item, for full refund.

Thank you,

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

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

************
See Attachment/File: Consumer RETURN Info
Business response
01/05/2022
Hello *****,

The total refund was for the total amount.
Regarding the refund, it does take a couple of days while it gets inspected from our shipping department before processing with the refund. In this case, since you started a dispute, it's the bank that gets involved, and we cannot move forward with the refund.

We apologize for the inconveniences.

Best regards.
Customer response
01/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised by one of your associates at the BBB named ****************, concerning case#: ********, to also put in a dispute with the bank of the credit card I used for the purchase of the merchandise in question.
At the moment, the bank and the merchant are dealing with the situation. The bank stated to me, that an open dispute typically lasts around 35 days to close. At present, the open dispute is still in litigation. In the meantime, the bank has temporarily credited my account with the purchase price of the merchandise.
Thank you,

*********************************
***** P PLUMBING LLC
**********************
************

Complaint Response Date bumped because: Holiday
Business response
05/11/2022
Hello *****,
We do see that the complete amount was refunded t your account.

Again, we apologize for this inconvenience.

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