ComplaintsforWeb Direct Brands, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/12/2024 I purchased two repair kits from TomatoMilling.com, a Web Direct Brands ************ I was told lead times would be 12 weeks. It has now been 27 weeks with no delivery or further contact. I have reached out several times and received no reply.It was not a huge sum of money, but a frustrating experience none the less. I've spent the money, but still have no product.

  Business response

  07/25/2024

  We apologize for the extended delay with our Squeezo products and for not keeping ******************** updated. Typically, we take payment in advance to reserve the item and expedite its release. However, upon receiving our recent shipment, we discovered that the products were damaged and, unfortunately, could not be shipped out.

  To alleviate any inconvenience, we have refunded their order. We will also notify them as soon as the new stock arrives.

  Thank you.
  

  
  

  Customer response

  07/25/2024

   
  Complaint: 22032323
  

  I'm glad I finally got through to someone. I still need my parts though, and now I don't have the option to get them from someone else in time. Do you have an idea when the next shipment will be available?

  Thank you,

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband, ***, ordered parts for our Squeezo on 10/13/2022. Web Direct Brands charged our credit card on 10/13/2022 but we have never received the parts. During a phone call on 6/12/2023, we were told by ****** that the parts might be there in the Fall of 2023. The latest two calls on 4/3/2024 & 6/25/2024 we were trying to get a refund. Promised a refund by "*****" on 4/3/2024 & "***" on 6/25/2024. We have received nothing. ***************************** ***************************************** Home #: ************

  Business response

  07/25/2024

  We regret to inform you that our Squeezo products have been on backorder for an extended period. Although we received our shipment last year, it arrived damaged, preventing us from fulfilling customer orders promptly. We communicated this delay to affected customers accordingly.

  As a resolution, we have processed a refund of $38.87 via check, as we no longer had access to their payment credentials. The recipient can expect to receive the refund shortly, and I will include the check number below for your reference.
  

  Thank you
  

  Check Number: *****

  Customer response

  07/25/2024

   
  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.

  Please do not close this case until we have received the funds.  They have a history of not being truthful.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/27/24 I ordered a liftmaster gate arm. It arrived on 7/3. The box was badly damaged and taped up. When I opened the box there was a used unit inside. I have been corresponding with them and sending emails photos etc for a week with no progress. They seem to be blaming me somehow. I was basically accused of lying in an indirect way, and they wont replace the item. So I am stuck with a used arm instead of the new one I paid for.

  Business response

  07/24/2024

  We do not carry or resell used items. When the customer placed the order, the item was on backorder, which they acknowledged and agreed to wait for new inventory to arrive before shipping their replacement arm. 
  
  The customer later contacted us alleging they received an old, rusted item that appeared used. We requested photos of the serial number printed on both the box and the arm, but unfortunately, they did not match. Subsequently, we asked for pictures comparing their old actuator with the new replacement, but the customer refused, claiming it was a new installation and they did not have another arm to compare.
  
  It's important to note that a new installation cannot be completed using a replacement part alone, as the main controller is not included. The customer's refusal to adhere to our return policy has complicated and delayed the return process. 

  Additionally, he left a negative review on our social media platform, to which we responded promptly. In our response, we informed him that we are willing to assist further if he provides us with the serial number of his replacement arm. However, he has declined this request.
  
  Here's our respond that we attached to the file above: 
  
  Hello ****,
  We apologize for the confusion regarding your recent purchase. At Web Direct Brands, not only are we proud to be LiftMaster's largest retailer, but we also stand out as one of the few businesses offering comprehensive 7-day tech support from 9 AM to 9 PM. 
  Unfortunately, we were unable to process your refund for the new replacement arm you received because this arm was shipped directly from LiftMaster, ensuring no tampering on our end.
  In our efforts to address the situation, we requested the serial number of the arm, which unfortunately did not match records. We then asked for the serial number of your previous operator to assist LiftMaster in resolving the issue, but you refused to provide that information.
  Due to insufficient information, we could not proceed with your refund. However, we are eager to assist you further once we receive the necessary information from you.
  Please don't hesitate to reach out to us at *************** if you would like to move forward with resolving this issue or if you need further assistance.
  Thank you.
  

  Customer response

  07/24/2024

   
  Complaint: 21965564
  
  I am rejecting this response because:
  

  The item is not a replacement it is for a new installation. I purchased the controller elsewhere as it was cheaper.    I provided every piece of information you requested. I refused nothing you asked for.  

  The item was not shipped directly from the manufacturer. It was shipped from you according to the shipping label. 

  I called you and sent photos the very moment the item arrived. Showing you the damaged and taped up box and the used item within

  My experience, seems consistent with the many complaints and reviews available on the web.  

  The interaction with your associate was so insulting and unprofessional until you simply stopped responding. 

  Sincerely,
  
  ***************

  Business response

  07/25/2024

  If ********** is able to provide the proper documentation as asked for we will be able to move forward with this case.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was never fulfilled although payment was received. No updates on order status and no call backs even though I called and left messages for customer service. I would like reimbursement.

  Business response

  08/20/2024

  Sorry for the delay in response, I've been sick and out of the office with covid. I have attached a screenshot of where at credit of $25.43 was went to ******************************* on 7/2/24.

  Again apologies for the delay.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a gate opener control board for GTO opener...I received the board and connected it, it doesn't work . I contacted them and was put on hold for over an hour . I called back three times and they hung up on me . I emailed them and was told that they didn't offer refund/returns on electronic parts ....said I need to contact manufacturer. I contacted manufacturer and was told that I need to go thru Web Direct for refund . The refund policy online says return product for ANY reason for full refund minus restocking fee ....that should be illegal when they send out defective parts . I am a trained marine technician and tested this board ....one side is dead .

  Business response

  07/08/2024

  If I can direct you to the last like of the return policy that states, "Custom made items, special ordered items, food service items that have been used, or electrical parts may not be returned."

  With GTO products that have malfunction parts or even parts that are not working the customer must reach out to GTO customer service. Once a case has been created with them the customer will then receive a case number from GTO in which they will call and give to us. Since this is not one of our own manufactured name brand products we MUST have this case # from GTO to continue so that we can get reimbursed from GTO. With this case # we will be able to move forwarded with correcting this issue.

  This was explained to the customer but he did not want to follow the necessary step to correct this situation. If he will call GTO and get this case # we will be able and happy to assist in correcting this issue. We are sorry for any inconvenience this may have caused.

  We are currently waiting on the phone call recording with this customer as well. Once received I can send them over.

  Return Policy
  Web Direct Brands, Inc., guarantees satisfaction. We will refund the purchase price of any in-stock item that the buyer is not satisfied with. Returns are accepted within 30 days from the date of purchase. Please note returned items are subject to a 15% restocking fee and original shipping charges deducted (an adjustment for actual shipping charges from a promotional, discounted, or free shipping offer will be applied to the original purchase). We must receive the item in the same condition in which it was originally shipped by Web Direct Brands or its suppliers, with return shipping prepaid. Items not received in the same condition will have additional restock fees deducted to recover the cost of returning the item to resellable condition or discounted sale. Custom made items, special ordered items, food service items that have been used, or electrical parts may not be returned.
  In order to return any item, please fill out the form at: **************************************************************** call us. You will receive a return authorization (RA) number and instructions. Failure to follow the return instructions will result in additional restocking fees
  
  
  Warranty Returns Policy
  Some products sold by Web Direct Brands, Inc. are either warranted directly by the manufacturer or warranted through us. Return of items that are warranted by its prospective manufacturer will be governed by that manufacturer's policy. Items that are warranted through Web Direct Brands, Inc., after receiving a return authorization number via email, are subject to the following return shipping options:
  a. Return the defective part via either traceable US mail, or ********* ground and we will reimburse your shipping charges (continental **). If it is found to not be covered by a warranty, a refund will not be issued. Insurance is not required and will not be reimbursed. Boxes and packing material will not be provided or reimbursed. All packages must be packaged to the specific shipping service provider's safe handling standards.
  b. Return the defective part via any insured priority, 1, 2, or 3 day service the buyer chooses and we will expedite the repair/replacement and return the part via the same shipper using the same account that the warranted part was shipped to us with. Shipping cost will not be reimbursed under this option.
  Our office must receive all items before replacement parts can be shipped. If the customer would like a replacement part shipped prior to us receiving the defective part, the customer must pay full price plus shipping for the replacement part and receive a refund only if the part is found to be defective (see Advanced Replacement Returns Credit Policy for more information). Otherwise the part will be shipped back to the customer as a spare.
  There will be a charge for returning parts that are shipped to us without a return authorization number or additional parts that are shipped with parts that have been authorized for return.
  

  
  

  Customer response

  07/10/2024

   
  Complaint: 21922807
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************.  This attachment shows the case number created by GTO and I have had no further response , they also said that they don't offer a refund for parts ordered from a third party distributor . 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gate Crafters sent me the wrong size gate, width did not account for the hinges. The gate lock was also supposed to be a bolt on style but the one sent was weld on. When I contacted them, the salesperson agreed that they made a mistake with my order but offered no resolution. I hired a local welder who charged $600 to fix the gate and $225 to mount the lock. According to the salesperson, the owner implied I was lying about the cost and denied to reimburse. This company owes me $825 or a new gate and lock.

  Business response

  05/03/2024

  Hello and thank you for reaching out to **. Here at ************* we record all of our phone calls. When ****************** reached out to us, he had already taken it upon himself to hire a welder and fix the problem himself. If ****************** would have reached out to us when the items were received, we would have had him return the items and send out the correct gate and lock in return. We offered to meet ****************** in the middle of the bill he received from the welder but he refused, saying it was an insult. In regards to missing/ incorrect items our return policy states, In order for us to take action, any missing or incorrect items from your order must be reported to the company within 10 days of the order's receipt. Contents of packages must be identified through physical inspection and not through accounting of packing slip. Web Direct Brands, Inc. will not be responsible for any charges or damages incurred in the removal of the defective parts for repair, or the reinstallation of these parts after repair. Warranties shall be considered void if damage to the product(s) was due to improper installation, improper use, or if damage was caused by outside forces or acts of god. We are sorry for any inconvenience this has caused.
  

  Customer response

  05/03/2024

   
  Complaint: 21610786
  
  I am rejecting this response because:

  I reported the issue immediately upon receipt of the gate on 4/6/24, see attached email. Gate Crafters offered no resolution and I was forced to complete the repairs independently. Many days later, after my gate installation was complete, a rep from gate crafters called and told me that the owner of gate crafters had rejected to reimburse my costs. He then said the owner might agree to pay a portion of the cost but he's not sure. I told the rep that gate crafters should take full responsibility but to let me know what resolution they could offer. I never heard back from gate crafters until this message.

  Gate crafters never offered a direct resolution to the issue and they are fully responsible to correct it. If they are now offering to send a new replacement gate and lock, then they can go ahead and send it. I doubt they will do that because they are clearly intending to do nothing as they've already done.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several Panic door lock sets from webdirect.com. when they showed up they did not have the hardware to mount to the doors. When I called to order the hardware, the hardware was unavailable. One of these door hardware kits was halfway installed before realizing that the part was not in the box. Now they want to charge me return shipping and charge me for the one that was halfway installed due to it not being new anymore. They have a user agreement set up in such a way they could sell you a piece of garbage and you'd have no leg to stand on.

  Customer response

  04/22/2024

  I was sent a check from webdirectbrands **** In the amount of $587 which is well short of the $1,000+ that I paid for the product.

  
  

  Business response

  04/23/2024

  Cardholder returns the items after installing to his doors. All items were out of the original box and not in brand new condition. Our policy states that all items need to be returned in original packaging and brand new to avoid higher restock fees.

  Just wanted to add some extra notes from our sales/ customer service supervisor in regards to this complaint. We do have all of our calls recorded with ************ but the mail issue was that his doors are 9 ft tall. We state on the web page that our panic hardware is standard 7 feet but you can always purchase an extended upper bar that can go up to 8 feet. The part ************ is mentioning is a part not needed and not included with our units (as stated on our website). We explained many times how to install the units but the main issue was the height of his doors but ************ said that he would make it work. We did not send the full refund amount because of the condition of the unit when returned. We apologize for any inconvenience this may have caused.

  Thank you,

  Customer response

  04/24/2024

   
  Complaint: 21545775
  
  I am rejecting this response because: The product I sent was brand new in the box never opened. The part of the product that I did open and tried to install I kept and have in my possession currently unable to use it.
  
  Sincerely,
  
  ***************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item on 9/11/2022. In March, 2023, I contacted the seller as I had not received the item. I was told that the item would be shipped mid-summer. By September, I had not received the item. I called again and was told that I would receive the item by Spring. Today, 3/1/24, I called again and was told that the item would be shipped mid-summer. I asked for a refund and was told that only the representative who took the order could issue the refund, but oddly, that representative was not at work.

  Business response

  03/08/2024

  Thank you for reaching out to us. We are sorry for the inconvenience. Yes, the representative was out of the office on Friday, March 1st but upon his return the following Monday the return was processed. I have talked to the billing deportment and a check for the full amount has been processed and was mailed to the customer on 3/5/24; check #*****.

  Customer response

  03/15/2024

   
  Complaint: 21370806
  
  I am rejecting this response because:

  As of today, 3/15/24, I have not received the refund check stated to have been issued and mailed on 3/5/24. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company has "30 day return, no questions asked" policy. Ordered a $500 gate controller 11/17, I was unsure if I had ordered the correct one so I called. After talking to customer they assured me the correct one would be sent. Fast forward to mid December and the order had still not been sent out so I called to cancel the order. I was assured the order was going out any day and they would waive shipping as I had waited over 30 days for our part. Late December the part finally arrives, without the promised free shipping, and it's the wrong one. I called to to exchange the part for the correct one and was told no since it is 30 days past the order date, never mind that the part was shipped over 30 days after the order was placed. I argued with a customer service "supervisor" for a while but they refused to budge.

  Business response

  03/08/2024

  Thank you for reaching out to us. We did receive the order online for the Nice/ Apollo 1050 **** Board on 11/17/23 but due to this item being backordered it wasnt shipped until 12/21/23; the customer wasnt billed for this item until 12/21/23 either.
  Here at Web Direct Brands, the parent ******* of **** Crafters we have a system that logs and records all phone calls. We have no record ************** ever called like he claimed. We only have one customer service supervisor as well and she confirmed that she has never spoken with ************** before although she is handling the charge back from the credit card ******* where ************** is claiming that the package never arrived. ************** won this chargeback dispute even though the package was delivered and all documents showing this evidence were sent to the creditcard *******.  I have attached a screenshot of the *** delivery confirmation. We can send a return label to ************** if he would like to return the product he received now that he has his money back. 
  The only difference in the Nice/ Apollo 1050 U.S. & 1050 International is that the US version must be used with monitored photo eyes. If ************** would have called and talked to the customer service supervisor here with **** Crafters then she could have solved this issue very easily but there is no record of him ever reaching out.
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 7, 2023 I made an order on squeezostrainer.com for a repair kit and a ***** screen. The order number was #*********. The transaction totaled $66.24 and it was withdrawn from my account on September 11, 2023. I knew at the time of purchase that it could take up to 15 weeks for me to receive my product. On November 11, 2023 I emailed the company asking for a status on my order and received no reply. I emailed them again on December 27, 2023 with no reply. I have even tried to chat with a representative through their chat feature on the website and it did not go through. At this point, I would like a refund but am willing to accept the product owed, if I could be ensured shipment within a few days.

  Business response

  01/12/2024

  Hello, we apologize for the back ordered product; there is no ETA at this point. A full credit has been credited back to the customer as requested. We will reach out once we have this product back in stock or have an ETA on its delivery. Our apologies again. 

  Warm Regards,

  Web Direct Brands, Inc.

  Customer response

  01/12/2024

   
  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,
  
  ***********************

*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. ↩