ComplaintsforC-A-L Ranch Stores LLC

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 9th 2023 I placed an order for a floor leveling product (6 cases) on Cal Ranch's website. I received a call from **** who told me that they have a limit of 2 products per/shipment and they would cancel the order so I can place them again with 2 products on each. Since it was the last 6 they had in-stock online I could not place new orders until they canceled this one, which they never did. **** then makes up a story that they only have 2 of these left and gave me a shipping number. She lied and told me that they have no more in any of their 33 stores and couldn't send me anymore. She then gave me her manager who said that they did have more in stock but AFTER my order was placed they realized it was a 'clearance' item and quickly removed the product so that I couldn't reorder EVEN THOUGH they still had it in-stock in their stores (which is where they were shipping them from). The first 2 were shipped from a store and they decided that they didn't want to fulfill the rest of my order even though they had the product. Although they only charged me for the 2, the website allowed for me to order all 6 and have them shipped (nothing on the website about shipping restrictions) and they had the inventory, but they unethically altered my order without my permission and lied as to the reason not to send me the rest (although when I called the stores they had them - i.e. *************), and then purposely deleted the item so that I couldn't place future orders. This company unethical behavior of sabotaging orders just because someone dropped the ball in Corporate is appalling. I was lied to and now my business is affected. I would like Cal Ranch to fulfill my legitimate order placed on 2/9/23 of 6 units of floor leveler. They accepted it and had the inventory. Now that its a week later, if they don't have it, they should take responsibility for their own mistakes and have another vendor fulfill it.

  Business response

  02/23/2023

  This email is regarding the complaint submitted on 2/13/2023 with ID ******** against C-A-L Ranch Store. 
  
  I have verified the order for ******************************* placed on February 9th for 6 units of floor leveler. Our system shows that 2 of the 6 items were invoiced and shipped while the customer received a refund of the remaining 4 items of $79.96.
  
  After further discussion and research, the items ordered were not intended to be a product sold online for shipping due to the status of the product. This product has been discontinued by our purchasing team and the inventory levels were not being updated appropriately. Our support agent was able to honor a partial fulfillment while refunding the remaining balance. 
  
  We value our customers and strive to provide legendary customer service in all aspects of our business. In this circumstance, we apologize to ********************** for any inconvenience and for being unable to fulfil all items in the order.
  
  Sincerely,
   
  

  
  

  Customer response

  03/13/2023

   
  Complaint: 19398625
  
  I am rejecting this response because:

   

  The product purchased was a valid stock product sold and shipped on their website. CAL Ranch decided they weren't going to fulfill an accepted order that was advertised by them, sold and paid for purchase-order even though they had the supplies to fulfill it. They didn't charge for the unshipped items, but they lied to me multiple times to excuse their deliberate sabotaging and refusal to complete my order by saying they didn't have the supplies on hand.  When I physically called the stores (they used to fulfill the shipments), the stores had the product available. CAL Ranch underhandedly changed my order and refused to communicate once they realized I had caught them lying to me - which was a desperate attempt to fix their mistakes.  They should provide me the remainder of my unfulfilled order by shipping me the remaining balance from a 3rd-party vendor. 

   

   

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

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