ComplaintsforManufacturers Distributor, Inc.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a Hose ASSY, 3/4" x 50', 300 psi from MDI on September 8, 2022 over the phone. The total price was $494.42. When the hose arrived on September 13, 2022, the packing listed said ****, 3/4" x 50', but the tag on the hose said 25' long. When we took it out of the box and measured it, it was only 25' long. We immediately contacted MDI and told them it was only 25' long. We also sent multiple photos showing them it was only 25'. They said they would send a *** call tag, that day, to pick it up. As of Friday, September 16, 2022, no call tag had been sent to us. On September 16th, we decided to call MDI to see why the call tag had not been sent. We spoke with *** and he said they were finishing the call tag. We asked if they could please go ahead and ship out the correct hose as we needed it badly, due to our current one having a crack and leaking gas. They said we had two options: option 1 was to charge our credit card again for $494.42 and ship out the correct hose and credit us back once they received the wrong hose back or we would have to wait Option 2 until the hose was sent back, logged and put back into inventory and then they would ship the correct hose. After getting nowhere with *** we were transferred to **** who did not care that we had already pd $494.42 and received the wrong hose. We asked him why they could not ship out the correct hose until we either were charged $494.42 again, or they received back the wrong hose. He said that was their policy. We said we have been charged $494.42 and have not received the correct product. We told him we have no problem returning the wrong hose, but they had not sent a call tag yet. After getting nowhere with **** we contacted the manufacturer of the hose, Coxreels which is who MDI got the hose from. ******** agreed to send out the correct hose that same day as long as we provided prove that we mailed the wrong hose back. Why didn't MDi do this on the 13th of September? We just need the correct hose ASAP.

  

  Business response

  10/11/2022

  To whom it may concern. 

  My name is ******************************  I'm the sales manager here at Manufacturers Distributor **** (mdi).  
  

  Our company (mdi) is a distributor of materials only.  We do not build anything here.  This client's order was a drop ship order directly from the manufacturer, our company never had the item in our possession.  This manufacturer (******** in *****, **) shipped the wrong item. 

  In order to ship the correct item back out without any charges, the client would have to return the wrong one first.  This process takes several days to facilitate all the necessary paperwork and shipping info.  Client was told hed have to await proper approvals both internally and from the factory in order for us to send the call tag to him to return the incorrect item.  The manufacturer would not ship out the correct item without payment for a 2nd order, without the first "wrong" item being returned first (This is still their position to this day).  Our company typically cannot pay for these items without payment from the end user/buyer.  This was explained to the client ************************* on the first day his RMA request was processed 9/13/22.  He was offered the opportunity to pay for the correct item to ship out same day, and then his card would be refunded for the original transaction once the wrong item was returned in good condition.  He declined this offer on 9/13.   

  On 9/16 ************************* called in and had a conversation with *************** his original sales rep, he did not like ***'s explanation so the call got escalated to me.  Notes from our conversation are attached in ms **** format.  

  In his complaint ************************* stated that "******** agreed to send out the correct hose that same day (referencing 9/16/2022) as long as we provided prove that we mailed the wrong hose back."  I spoke to ***************** @ ********, he states this is not true and the items did not ship out until the client returned the "wrong" hose on 9/19/2022.  The correct hose was then shipped out by ******** on 9/20/2022 via FED Ex Tracking number 559713809975.  This shipped on 9/20 and delivered on 9/22.  The client is not being truthful with his statement of what ******** agreed to.  

  We take every customer deadline seriously but are unable to control many matters concerning any drop ship orders.  While I do understand this client's frustration with the process, his berating and yelling at our team over the phone was not at all helpful to getting this situation resolved.  I'm available for discussion if you feel the need.  

  Please remove this complaint from our record.

   

  Sincerely,

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

  Sales Manager

  Manufacturers Distributor ****  

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

   

   

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