ComplaintsforIndiana Oxygen Company, Inc.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a performer series ****** torch set on 4-5-22 and received it on 4-7-22. When I opened the package one of the items a acetylene regulator was used and had obvious signs of use, scratches, missing the plastic caps and the sticker had fell off the handle so I called indiana oxygen/iocweldingsupply.com on the morning of 4-8 and sent pictures. They recommended I return the item to them and they would send a new item out, the item was sent back to them Friday 4-8-22 and called them to notify them it was shipped back and in transit so Monday **** I called them to make sure they received it and they confirmed they did and would be shipping one out monday, so on Tuesday **** I called in to make sure it shipped and they said they didn't know why it didn't ship and would get it out for sure tuesday so wed **** I called in to confirm it shipped and it still didn't ship so I asked to speak to whom ever was in incharge and I was told someone would call me back and no one called me back so about 4pm on **** I called them again and was told it did not ship out and that someone would get to the bottom of it.. well about 4:45 I received a email stating that they was not shipping me a new item and that they were done dealing with me and was refunding my money minus what they paid for shipping!!! But shipping was free? So that made no sense why they would treat me like that after trying to sale me a used item and draging it out for a week and never having any intentions of following threw with there promise of exchanging my torch kit. And I still haven't received a refund yet!! None of this made any sense to me.

  

  Business response

  05/17/2022

  Unfortunately, our customer service rep that the customer originally contacted did not know at the time that ****** tests all their regulators prior to shipping. We did, in fact, tell them that we would get him a replacement. However, as soon as the customer shipped back the product (and even before we received it back), the customer began calling and harassing multiple departments at IOC; wondering why we hadn't shipped him a new outfit. Once we determined that the original shipment was not used, the customer refused to believe us and continued demanding a new replacement. It was obvious that this transaction was never going to end in a satisfactory manner for either party. The customer did not receive a used product like they state and we have refunded him in full. 

   

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