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Complaint Details
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Initial Complaint
11/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I contracted what i thoght was an equipment manufacturer to purchase equipment for my new lab. The sales women ***************************** lied and said that they had all of the equipment in stock as did the comapny website. So, I purchased over $20,000 in equipment. Later to find out nexrt week when the shipment arrived that the most expensive and important part of the delivery would not be until over 2 months later. When I found this out I tried to see if they could rush the delivery the next week they said that they could not do anything. So, I asked for a refund and they stated that they informed me about this delviery date at time of sale which they DID NOT or I would have never agreed. I would like full refund this week by wire or will be filing a lawsuite.
Business response
11/18/2022
We can understand the customers frustration with meeting deadlines,and we strive to be transparent with products that ship from the plant directly to our customers. When the customer selected the item for his Cart, on the product description page for the vessels, under Add to Cart it is noted as "availability 7 to 9 weeks".
The customers cart has other items and lists the Qty he is ordering, however the customer did not proceed with the order online. Had he finished processing the online order a Cary customer service member would have reached out to him to let him know he had items on back order and an item shipping from an alternative location with a lead time of approximately 7 to 9 weeks and when the plant had a ship date we would let him know.
Customer did not chose to go the online route to order and he reached out to one of our members on the inside sales team looking for price assistance on large order. He emailed his request and we returned a link to the vessels to customize it to his needs. Where our approximate lead time is stated at the bottom of the product options for this item.
Customer spoke to the same inside sales associate to place the order and each item was reviewed including items on back order and the lead time of 8 weeks was stressed for the vessels, as well as other pricing details for completing this order.
When customer reached out to the inside sales associate to check on ship date, we reached out to the plant and confirmed the estimated delivery date was still on target for the 2nd week of January and we requested if the plant could expedite or to ship sooner. Then the customer requested to cancel Not sure how we missed this. I cant wait that long. We did hear back from the plant and reached out again to customer, they could move up this order to ship in 14 days. He could not wait.
If we proceeded with the cancellation, it would carry a 25%restocking fee imposed by the plant as vessel was fabricated and waiting on a special-order part to complete. Our inside Sales manager reached out to explain where in the completion stage this was to the customer as this was fabricated and we were waiting on the filter baskets. But customer would not give us the opportunity had ordered from an alternative source.
Following our terms and conditions You may cancel an order for any reason and receive a full refund prior to the order being processed. Any cancellation after the order has been processed and/or production has begun may result in additional charges to be determined by The Cary Company.
We were in the process of confirming cancellation of the product with the plant along with any restocking fees associated with this order at the time this was submitted to the BBB as a complaint.
Everything on the customers order has shipped out except for these vessels.
We have negotiated with the plant and have issued a refund to the customer for the special-order portion.
The Cary Company has heard for the customer and we look forward to working with him in the future.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.