ComplaintsforStore Supply Warehouse LLC

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Dec 2, 2021 I placed an order with them for $791.80, I got the confirmation and I called to confirm the shipping date. The rep told me that same day that my item would be delivered from the Georgia warehouse because New Orleans did not have the display case that I ordered. The following week, I called to confirm the arrival date to be at the place to receive my display case and other rep told me that my order was on hold and had not shipped because they did not have the item until February 2022. I cancelled my order and I got my money back around 4 weeks later. I placed my order again on 2/8/2022 I called on 2/10/2022 and the rep that answer my call told me that I have to wait until the first week of March to be deliver because they DON'T have the item in inventory. If they don't have inventory, why are they allowing to place orders, to take our money? If they don't have products then why are those products not advertised properly to allow the customer to make the decision about the wait or to put the money on hold for a future days? If they don't have the item then why are they charging the money in advance without a guarantee that they will not keep pushing up the delivery date? Shortages do not give any place the right to charge for a product that they have not yet provided. If I was preordering any of the items anywhere else, I would not be charged until the item was processed and ready to ship. I have needed the products since the end of November 2021, I was charged for all additional items in my order and I had to cancel because the lights for a displays case without the display case is useless.

  

  Business response

  02/14/2022

  Thank you so much for taking the time to speak with me and allowing me to assist you in getting what you need. As we spoke about there were changes to the estimated date in for the stock on your first order back in December and we apologize that this caused such an inconvenience. When the order was cancelled we did reverse the authorization on the card immediately but sometimes it does take awhile to reflect on your side depending on the banking institution. We will never issue a final sale on your order until it has shipped although we understand that this can appear confusing on your bank statement. Again we cannot apologize enough for any and all confusion. We truly appreciate you letting us work to get your items to you and for your patience and understanding of the matter. WE are so happy that we were able to get both orders in and filled for you now. Please do not hesitate to reach out to me directly should you have any further concerns. Your business and satisfaction is our priority and we look forward to continuing to assist you with all of your fixture needs in the future.

  Customer response

  02/22/2022

  1. I am still not having my display cases. 
  2. The business response did not solve the issue for the customer (me) because their good intentions are not deleting the issues that I have for their delay and the uncertainty about the delivery date.

  

  Business response

  02/22/2022

  We are very sorry that we were unable to provide you with an exact delivery date. As we spoke about, the carriers cannot guarantee the date of delivery. I do show that this second shipment delivered to you today. We also apologize again for the delay in receiving stock on your original order in December that you cancelled and replaced with us on 2/14, which has also since been delivered. There is a nationwide delay in shipping and receiving right now and we are doing our best to fullfill the needs of our customers and keep them informed of changes of the stock available. We do value your business and your satisfaction is of the utmost priority. If there is anything else we can do to ensure your satisfaction with us please call us at ************. 

  Customer response

  02/22/2022

  Complaint: ********
  
  I am rejecting this response because: I am still waiting to receive my display cases. I cancelled the order in December because they sent only a partial items that will not work without the display case. Also, because the representative told me that I would be able to place my order to receive all the products in full on February. Even if I got the call from *****, one of the supervisors with the promise to deliver the items in 2 days. Now, I am dealing with the third party provider, the delivery company, who is not having a better customer service, and the rep that I spoke with told me that I have to wait until the dispatcher call me to let me know the day and time for the delivery, BUT she said, they may not call you and only get a text message informing you the completion of the delivery. Whether or not, they are going to drop the item by the door. At today, I am not having the idea on when I am going to get my display cases and I feel mistreated and abused because at this point nobody from Store Supplies Warehouse or Estes the delivery company provide accurate information.  

  
  

  I apologize if any of my communications are not completely polite, it is never my intention, but I have been trying to solve this situation for over 3 months now and it is discourage and disappointed and maybe my communication was straightforward. 
  
  
  
  Sincerely,
  
  ***** *************

  

  Business response

  02/24/2022

  We apologize for any confusion surrounding your orders. The last response we sent was regarding the order I personally placed for you that delivered on 2/22. Your other order is currently in transit and the tracking information which we have attached shows you already set up the appointment. I also believe there was confusion with the 2 day delivery because when we initially spoke I informed you that the orders would ship within 2 days due to the fact that we had to build them and install the light. The delivery time would not be guaranteed due to the nationwide shipping and receiving delays. We absolutely understand that you are frustrated due to the order not being able to be fulfilled in December, however we could not fill what we did not have and we did try to communicate that information with you. We are truly sorry for that inconvenience. We have done everything on our end to try to get you your product and it is still delivering well within a normal time frame. The order that you have the appointment set up for shipped on 2/17 after it was built. The carriers typically deliver within 3-10 business days. If there is ever an issue with your order all you have to do is call and we will take care of it immediately. We want to make sure you are satisfied and I encourage you to call us at ************ if there is anything else we can do for you. 

  Customer response

  02/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am going to check personally the completion of both orders this weekend (both are in different cities) to consider this case completely closed. At this time, I know the display cases are in both addresses. I appreciate to BBB for its support and *****, the Store Supplies Warehouse supervisor for helping with the completion of my orders. 
  Sincerely,
  
  ***** *************

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 3 42101 T-BAR JWLRY DISP FOR SW OR GRID 1"DIA ROD 15.5. 2 of the bars are broken. They didn't pack bars correctly. I emailled and gave feedback and no response.

  

  Business response

  09/23/2021

  Good Afternoon *******,

   

  I truly apologize that your (2) T Bar displays arrived damaged and you go no response form our contact us group. I am looking in the the lack of communication and will be sure to get that address on our end to improve that process. I was able to pull up your order and get (2) replacements sent out and on their way. They should arrive to you in 1-2 business days. Please feel free to reach out to us by phone should you need any further assistance. Our number is 1.800.823.8887.

   

  Thank you,

   

  ****** ****

  Customer Satisfaction Supervisor

  Phone: 800-823-8887

  Customer response

  09/24/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

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