ComplaintsforTHK America
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Complaint Details
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Initial Complaint
01/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I contacted the merchant to inquire about some of their products. I was advised to setup a call with two of their engineers to make sure the product would fit my needs. I was very clear that their product was something I was going to use for a proptoype and that it was not going to be used in the traditional way. I also explained I know nothing about their type of product so they would have to bear with me. At no time did I understand that the individual section of the railing did not connect together on their own. I got off the phone with them and asked for a quote. As you will see in the conversations, I was having a very difficult time understanding their processes and what I was receiving. Numerous times I attempt to have them clarify and spell things out for me. I seemed to be getting minimal responses and I had to try to piece the details together and ask if that is what I should expect. The language they used and how they set things up made me belive the rails attached to each other. At the end of it all I was finally able to make the purchase. They took payment November 7th and the product was received on December 23rd. I was not at that location so I had my friend ship it to me. I received and opened the box January 2nd. Immedietely I saw they didn't connect. I reached out to the merchant and let them know this product wan't going to work. Our full correspondence is attached. I feel this merchant is a danger to potential customers. I pointed out where I am well within my rights, per their Return Policy, because this is a sales/ customer service error. They dissagree and are refusing the refund. I am a very reasonable person and I have never done business with a company who seems to have no interest in making this siruation right. I never leave bad reviews and I never complain. This is an exceptionally calloused company and I belive future customers could at risk.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.