ComplaintsforDIY Epoxy

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid October, I placed an order totaling ****** for epoxy. The order never arrived. I contacted DIY epoxy on 11/2 asking where my order was. They stated it had been delivered and advised the picture fed ex left was of a brick home. I told them that is not my house and asked for the order tracking number to file a claim with ****** ****** advised that I could not file a claim with fed ex myself, the company had to do it. So I waited on a return phone call regarding the claim that I never received. I called again on December 5th, asking for an update. I was told fed ex didnt answer the claim, and that cinder would call them and if they didnt accept the claim, she would talk to her boss about getting a replacement shipment. Her exact words were youll either get a call back with an update from fed ex from me or Ill send you an email with the replacement shipment info she even said that she wouldhave to call me back to get a payment for shipping because I requested it be delivered via *** and she said there was a price difference and I said thats fine. I received no more communication. I called back today AGAIN (12/12) , and asked for an update to be told theres nothing we can do, you shouldve had shipping insurance, ***** shows it delivered to yours address. First off, shipping insurance is not a replacement for delivery company negligence. The package was not left here and I can prove that with pictures of my actual residence vs their pictures. When I asked why I didnt get a call back the answer was, we had a sale and I got busy, I forgot. even thought *** been calling for over a month at this point. When I advised I would just take the next steps and file a complaint with after pay and the BBB, cinder then started to continuously interrupt me, talk over me, and stated I threatened her. *** never dealt with a more unprofessional company and at this point, I want a refund. I dont want the product, I dont want a replacement. I want my money back.

  Business response

  12/13/2022

  Customer order was received on October 20, 2022 and shipped via ***** 2 Day Express on 10/18 and arrived on 10/20.  ***** has a picture of the delivery and it shows a brick house.  The customer says that it is not her house.  ***** will not let us put in a claim as they said it was delivered and the picture is proof.  We do offer shipping insurance that covers lost and mis-delivered packages but the customer declined the insurance, which is $3.  The customer will need to take this up with ***** as it is their responsibility.  

  Cinder, the customer service representative said that she never said it was a brick house but that it was a *********** with some brick on it. We do not have the customer's email address and all communication was via telephone.  We would be happy to email the ***** picture that they say proves delivery if the customer will supply her email address.

  Customer said she would call back to see if it was perhaps delivered to the neighbor's house.  No phone call was received.

  There was supposed a call back from Cinder as well which she forgot to do.  We apologize for this.

  Our recommendation at this point is for the customer to provide an email address so we can send the ***** picture of the house it was delivered to and then she can file a claim with *****.  As stated before, ***** will not open a claim on our end because as far as they are concerned, at this point, the package was delivered.

  We regret that this has gone on so long and this is not our usual situation but, in the end, we performed and delivered the package into the hands of ***** and the liabilty lies with them.  This situation is exactly why we offer insurance for a minimal fee and we will then replace the shipment at our cost.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 1, 2022 I placed a order for Casting Epoxy from DIY Epoxy. I ordered 4 - 1.5 gallon kits in the amount of $591.80 plus tax. This epoxy was for a clients river table. Upon pouring out the product, I noticed thick white chunks in my buckets. At the bottom of each jug was chunks of hardened epoxy. This is not supposed to be in the epoxy and because of this, its is unusable and ruined my table. I emailed the company right away and took pictures of the chunks in the jugs which they requested along with my invoice. I requested a refund for the epoxy and they said they would start the refund process. A week goes by and I have still not heard back from them. I called them on July 7th to see what the hold up was and was given the run around. 5 minutes later I was transferred to a man who proceeded to tell me I was not getting my money back and yelled at me for asking for a refund. I was stunned by this and explained that I was told by the company that I was getting a refund. He proceeded to yell and say that I dont get any refund and then hung up on me. Im not asking for anything more than my money back from there chunky epoxy. This is clearly a terrible business if the owner yells at customers and hangs up on them when they were clearly at fault. I am enclosing my invoice and my emails to the company.

  Business response

  08/08/2022

  The customer did call and say there were white chunks in the epoxy.  She was NEVER yelled at.  We explained how to correct the situation as ANY epoxy resin can crystallize under certain environmental conditions.  She at first said it was unusable and we said she could return the product for a refund.  She then stated that she had already used it.  The product was still usable and the few ************************* chunks are easily removable or can be put back into solution by heating the resin (same as with honey). Our policy is to refund if the product is returned.  Since she went ahead and used it all, we refused to refund for it.

  Customer response

  08/09/2022

  
  Complaint: 17529391
  
  I am rejecting this response because: The information he gave to was incorrect and since I had poured out the epoxy into a bucket to mix, I couldnt return it! I heated it as directed and still was thick and chunky and did not improve.   Secondly I WAS YELLED AT AND BELITTLED OVER THE ***** BY THE MANAGER WHO THEN HUNG UP ON ME!  Disrespectful and unprofessional in helping me with this issue!  Becoming in raged that I asked for my money back is not how you treat customers!
  
  Sincerely,
  
  *********************************

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