ComplaintsforKluber Lubrication USA
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Complaint Details
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Initial Complaint
02/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 18th, 2021, I attempted to place an order through lubricant Kluber Lubrication New Hampshire on October 21st, 2021, I sent another email stating that I was attempting to contact somebody regarding placing an order. On November 14th after 14 emails to the company I was finally able to place an order I was only able to pay via check for $265.90 being sent via USPS to Dallas TX. On November 15th I received a call from Kluber stating that they didn't know who told me to send a check-in that they were unauthorized to accept checks so on that day I requested Kluber NH to contact Kluber Dallas to cancel the check. On November 27th I sent an email requesting to know why the check was cashed on November 22nd instead of being canceled. On November 30th, 2021, I sent another email requesting to know the status but never received a response back. I eventually had to call and was met with more confusion on the status of the check and the status of the order, so knowing that I had been working on this order for over a month I decided to just let it play through and I would hopefully get my product. On January 8th, 2022, I decided that I had waited long enough, and I again asked for the order to be canceled and be refunded the $265.90. On January 11th, 2022, I received an email stating "confirmed". That same day I sent an email asking what was confirmed and what exactly that meant to which I have not received a response back. Today January 14th I sent an email asking for confirmation of the cancellation and for the check to be refunded by January 21st, 2022Business response
03/21/2022
Business Response /* (1000, 11, 2022/03/14) */ To whom it may concern: March 14, 2022 Firstly, apologies on behalf of Kluber Lubrication NA LP for not responding sooner, this complaint just made it's way to my desk on Friday March 10, I have no idea where the previous communications ended up. Regardless, the complaint by Mr. **** **** is valid and although I can't speak for all the details, # of emails etc ..., what was stated in the complaint is certainly not out of the question. It was unfortunately a "perfect storm" of bad circumstances, and timing. At the time of the original order, we were in a black out period due to a change to a new ERP system, subsequent to that, there were glitches where some orders were mishandled and admittedly some misplaced. Even now, a few months later, we are still working through some issues. As for the resolution, we plan to fully reimburse the customer (if we have not already) and even offer free product to him in addition. And of course we will apologize for the inconvenience that this has caused. Sincerely, Bill W***** Director of Sales Support, KL NA Consumer Response /* (2000, 13, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.