ComplaintsforMcDaniel Supply Company

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive been trying to order my loved one food etc. But the website is unable to accept my european credit cards because it wont give me the option to fill out my european address. I need this problem solved because my loved one has no one else to rely on for food

  Business response

  03/12/2024

  We always hate to hear of any customer experiencing problems using our website, and we try to resolve any issues of which we're made aware.  This issue, however, is not one that can be resolved.  It is true our website does not accept international credit cards.  There was no mention in the complaint referencing which facility this complainant's loved one is in, but a possible solution might be to mail a money order to the facility if it is allowed by the facility.  Some facilities accept cash/checks/money orders by mail to be added to an inmate's account.  Perhaps the complainant could contact the facility and inquire about that option, but our website will not work using an international credit card.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I have problem as the one that is already posted on I have 2 sons who have been in an out of jail in ******* ****** ** where food is scarce they don’t even allow for ramen noodles, since November 2019 and they supply the commissary to that jail. Since 2019 I have spent thousands of dollars with them for my sons and others. When I have to give I also will help others my sons tell me mama they don’t have anyone and they are hungry so when I can I do a little for them. I did my ordering last night n before I realized I had ordered a $11 pack for one the guys I realized after was for wrong acct I went back and ordered in the correct name the same pakge No biggie I couldcall and get a refund it was an honest mistake well the lady was nasty with me and said we don’t do refunds I replied with yall have before I have proof and she said it’s already picked and on the truck anyway I told her I could just dispute with card company and tell them what happened she said if I did it would freeze the persons account and before I hung up I told her I wouldNOT dispute just let the boy eat. Well I got email with 3 refunds when there were more than that total I freaked out and called and spoke to she said office MNGR and said that was refunding and froze everyone who is on my account and the ones who I ordered for this week wouldn’t get there food and if I didn’t have all 18 cards and banks on phone with me when I called back to tell them I wouldn’t dispute any charges past or future their accounts would remain frozen . I begged for them not to do that to those kids I never did a dispute just said that I could. It was as she was on a power trip also it would be illegal for my bank to say or agree to no future dispute as no one knows what could actually happen beyond our control as previous complaint. I Did myself write a statement that is binding and legal that I would not dispute any past or future purchases from my acct my kids are hungry and she said they unloaded truck

  Business response

  09/14/2022

  McDaniel Supply Company provides commissary services and banking software to detention facilities.  We strive for the highest level of customer service and are disappointed to learn of ANY instance of customer frustration.  We were informed of this consumer complaint made to the Better Business Bureau on 9/8/2022.  Unfortunately, the account presented by this consumer contains multiple inaccuracies and misrepresentations, and we appreciate the opportunity to offer the following response:
  
  The incident to which this consumer refers stems from an online order she placed on 9/6/22.  This consumer contacted our company and stated that she had placed an order by mistake and wanted a refund.  Each facility that we handle has a “cut-off time” for order issues.  After this cut-off time, changes to orders aren’t allowed.  She was advised at that time that the order had already been picked and was on the truck to the facility, at which point the consumer became belligerent.  Unfortunately, the consumer was not receptive to any information given and the conversation deteriorated with her cursing, threatening chargebacks and lawyer involvement.  She was then transferred to our Orders Department.
  
  Because this consumer was uncooperative, we were not able to explain that the facility could send back the order and a refund would then be issued.  She was not accepting any action short of immediate refund, which is simply not our policy.  When product is returned to us, we then issue refunds.  Because she threatened chargebacks, our policy around chargebacks was also explained at this time.  Fraudulent charges and dishonest customers over the years have caused McDaniel Supply Company to implement a policy for handling these occurrences, and every instance of credit card chargeback is handled in the same manner.  We immediately “lock” all cards associated with the account from being used for any subsequent charges with our company and we also “lock” the inmate’s account where they can no longer receive credit card transactions until an investigation is complete.  Affected orders are pulled and refunds are issued.  Additionally, we do not discuss credit card information with anyone other than the owner of the credit card.  This consumer uses multiple credit cards, and many of them are not in her name.  She was also not pleased with this policy. This consumer also spoke with the office manager at McDaniel Supply Company.  Our policies were again explained and the simple solution of allowing us to speak with a bank representative to confirm she would not file chargebacks was offered, however, the consumer refused.
  
  We are prepared to work with this consumer, and we welcome her to call with a bank representative on the phone to resolve these issues.

  Customer response

  09/14/2022

  [There was by far a simple solution , I already attached a copy of the email I received from the office Manager that states all 18 cards I had used over the past 3 years on my account and each one having been permission to do so as I have had several people in my family and friends want me to order for someone they know or our own family and didn’t have an account and some of them didn’t know how to read or elderly so I used my account and their payment which the website allows for if it did not then I couldn’t not very well use someone else’s card on an account that is in my name . Now even though the office Manager did agree to only make me get the info from banknks used within the last 120 days it’s still is impossible to get each card company on the phone at the same time as she said in the email with her and I . I have sent in some transcripts an screenshots as Something in Writing is Legal and Binding and would stand up in court of law a lot more than her being on the phone with the company and me verbally saying all charges are valid I never said that I would call I said that I could call and that people are allowed tit make mistakes and banks definitely understand that . I never said that I would I did say I should call an attorney because telling people they can’t make a mistake and freezing several peoples accounts due to a mistake should be illegal I know it is morally wrong for sure . I did say a cuss word one time after they froze everyone accounts and all the lady who answered the phone said was they DO NOT DO REFUNDS  and acted as if I was lying when I said I had before now there was never any discussion of cutoff time for orders to be asked for a refund. I made the purchase at around 9 pm on September 6 and I called on September 7 I was told it was already picked and on the truck but their delivery was for the 9th now after being told it was on the truck and nothing could be done if I had been told that it could have been sent back or anything else outside of being told “Well I don’t know who would have done that” I would have said ok that is fine but I was also told that it would freeze the accounts and no one would get the orders I said I will Not call then just let the boys (who I mistakenly made and $11 package purchase for eat . I mean I spent around $300 just that week on orders so with the fee the $16.45 would not have made or broke me . It was the way I was talked to and how the situation was handled by especially the first person I spoke with . Now one small package couldn’t be taken off that truck but 20 minutes into all of this happening as I seen the refunds being emailed to me coming in I called back an begged me pleaded for them not to do that to those kids I mean my God it was an $11 package with a value to us no locked up of around $5 but to those guys and girls in jail and lesions it could have beengold or a million bucks not everyone has someone to help and that is why I do when I can for others especially in the situations they are in as not everyone is bad just because they are locked up and not everyone is guilty. I have went on a few of the banks chat system and provided them with the information that I would not be asking for any disputes for MCdaniels as well as my husband on an account that is in his name and have emailed those to McDaniels and have checked up with them to see if that was enough for them to see as proof and have received No response from Liz (the office manager) or anyone . As per the pand hold timers are extremely long to contact customer service and when I did try to explain to one of the banks they did not under what I was asking for so I spent nearly an hour explaining in writing to Goldman Sachs bank on their Apple Card customer support chat letting them know that the charges were Valdosta and would not be disputing any charges I or my husband have made ourselves on my MCdaniels account for purchases made. As a matter of opinion you would think this is proof that I wont be disputing any charges as this is made completely public .  I also wanted to add that after 20 minutes of being told a small package could not be taken off the truck because was already picked I was told I had been refunded and guys had went out and already taken the orders off the truck all of them. So as it is I still can not order for anyone to my knowledge without taking cash up to kiosks in the jail I live 40 miles from which is fine but makes it a little difficult to get the packages that only family memembers can order from home for anyone with my account and my card . It is just super silly over the thousands of dollars I have spent in 3 years on this account that we have to go through all of this for $16.45 . The families of people on my acccount I have ordered for in the past whose names are still on my account and have families that ordered for the thorough their own accounts with their own cards their ordered were canceled and that is just wrong and evil if you ask me and I think the owners family should be made  aware of what is going on since the owner himself has passed . I am trying to do what is asked in an acceptable manor and a realistic one. Thank you very much . There may have been many people who have stolen from this company but I am not one of them I sadly have probably paid a half of years salary for some of the people who work there with all I have spent and never any trouble until September 7 and I opened this account I currently have in November of 2019 .  To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business response

  09/16/2022

  McDaniel Supply Company acknowledges the additional comments made by this consumer.  Through the series of phone calls our staff has had with her, we have explained our policies and what actions we can and can’t take.  Her conduct during our phone conversations has made communication difficult.  This consumer’s representations here continue to be confused and misleading, however, McDaniel Supply remains willing to resolve her issues within company guidelines.  We have unfrozen the inmate accounts, however, this consumer’s account will remain frozen until the 120-day period for potential chargeback activity has passed or we are able to speak with the bank and this consumer together.  Though inconvenient to this consumer, our policies around credit cards are in place to protect our company from fraudulent claims and also to protect actual credit card holders who submit legitimate chargebacks.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father and myself made a account on ***************** which is owned and operated by the company listed on the complaint. Well after multiple times ordering with them my father who is in his late 60s had his credit card information stolen and there was charges on his account well after we filed a fraud case with the credit card company they reversed all online transactions once that was done it also took back McDaniel supply company money so once we found out about this I called the credit card company and had the money sent back to the company and was told on several different occasions that was all I needed to do so my dad could have access to send my brother money and commissary while he is incarcerated but now McDaniels supply company is saying my father owes them 150$ to even get back to ordering for my brother because they was taking him to arbitration and the money was to cover their legal fees but I was told several times all they needed was the letter from my fathers credit card company saying the money was sent back I provided that and worked with McDaniels supply company closely during this time to insure my brother account got restored in a swift amount of time but now the company is just taking advantage of regular people and trying to basically steal money from them for an honest mistake on my elderly fathers credit card company

  Business response

  03/04/2022

  McDaniel Supply Company provides commissary services and banking software to detention facilities.  We strive for the highest level of customer service and are disappointed to learn of ANY instance of customer frustration.  We have been informed of a consumer complaint made to the Better Business Bureau on 2/28/2022.  We offer the following response and offer of resolution:
  
  The incident to which this consumer refers stems from credit card chargebacks made to a credit card owned by the consumer’s father.  Because of fraudulent charges and dishonest customers over the years, McDaniel Supply Company has policies in place and handles every instance of credit card chargeback in the same manner.  When we are notified of a chargeback from a bank, we immediately “lock” all cards associated with the account from being used for any subsequent charges with our company and we also “lock” the inmate’s account where they can no longer receive credit card transactions until an investigation is complete.  This does NOT prevent the inmate from receiving funds.  They may still receive cash or money orders.  This applies only to credit cards.  There are also $75 company chargeback service charges applied to these cases.
  
  In this case, two separate orders were submitted by the cardholder as fraudulent.  Through our investigation of this case, we learned that the orders were placed on the card by the cardholder’s son.  Per our chargeback policy, this consumer was informed that because the credit card associated with this case was not his but was owned by his father, we would need to speak to his father directly regarding the chargebacks.  There is only so much information we can give to someone other than the cardholder.  We have not yet been permitted to speak directly with the father.
  
  After the bank’s investigation, we were notified that the bank returned the money to our company.  This satisfied the charges of the original two orders but does not resolve the associated chargeback service fees totaling $150.  The only way we waive the fees is if it was a bank error and the bank sends us documentation admitting fault.  As an offer of resolution, we are willing to waive half of the chargeback service charges if the actual cardholder contacts us and confirms that his son has permission to use his card, that he wants the card unlocked for future use, and also has the bank on the phone to verify that he is the true cardholder.
  
  We look forward to resolving this issue.

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