Current Alerts For This Business
BBB has received reports stating that offices have received and been billed for products not ordered, authorized, or that had been identified as samples. Businesses have reported difficulties trying to return products not ordered and report being told they are responsible for shipping costs.
On April 11, 2017, BBB contacted U.S. Standard Products to address a possible pattern of complaints.
U.S. Standard Products provided the information below to BBB:
“Thank you for the opportunity to address your audience directly. At US Standard Products customer service is our number one priority. The customer service department is under the direct supervision of the company’s owner. We employ an administrative staff of over 5 employees that monitor our switchboard. Each customer service issue is assigned to the owner to review. All complaints are taken seriously with the ultimate goal to resolve the issue to the customer’s satisfaction. Our customer service representatives are trained to end their calls with the question, “Is there anything else I can do?” We then follow up to make sure they have agreed to the resolution and are satisfied with the outcome.
A note on our sales process: All sales are procured through telephone contacts. When a sale is made by an in house or independent sales rep it is sent to our verification department before it is shipped. This department calls the prospect to verify the terms of the sale. Quantity, price, shipping, billing and return terms are reviewed. US Standard Products processes over 200 orders each day. A significant percentage of “sales” are not shipped out because the prospect advised the verifier not to ship or the verifier is not convinced that the buyer has a clear understanding of what they ordered. The use of the term “sample” is prohibited in the sales presentation. Every aspect of our training, call monitoring, and verification process reinforces this policy.
Return policy/Restocking fee. We have a 30 day “no questions asked” return policy. It is highlighted on our invoices, in our sales presentation and in our order verification process. If a customer requests it, we will send a prepaid shipping label to expedite the return process. We also accept returns after the 30 day period has lapsed; in these cases we believe that the customer should pay to ship the material back. It is our policy to not charge a restocking fee on material that we carry stock. There is no chance that a restocking fee would be charged on a customer’s initial purchase. When an item that we do not carry is specifically ordered for an existing customer, a restocking fee is charged if the customer wishes to return the specially ordered material.”
“Room for improvement. I think that when a customer believes their concerns are not being addressed, it motivates them to seek assistance elsewhere. Upon reflection we can improve our efficiency in returning customer service messages. All of our processes are being reviewed and we will become more responsive. Customers that give us a chance to resolve their issue before lodging a complaint with the BBB will be satisfied.”
BBB will continue to monitor any incoming complaints to ensure the pattern does not continue.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We received a box of gloves and some waterless hand cleaner and received an extremely overpriced and outrageous invoice for $562.29 for one box of 100 rubber gloves and 12 tubes of hand cleaner. I was told by someone who had called that they wanted to send us some samples for free to try.Customer response
08/23/2024
We have resolved the issue with U.S. Standards and I would respectfully request you to remove or close the previous claim that was submitted on 8/20/2024 as soon as possible. Thank you.
Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
6/24/24 This company shipped a bag of safety glasses and paper towels to our company as an unauthorized purchase. They lied and said they have done business with us in the past, which we have no record of. They obtained a current employees name and used it as the Customer Order number. They are now invoicing us for 699.42 and emailed a letter from "Collections". We are not paying them. This is an obvious scam.Initial Complaint
07/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
A man called regarding a failed delivery but we have not ever made any purchases from this company. He transferred me to **** as US Standard Products who was overly friendly wanting to send a *** shirt that was returned undeliverable despite the correct address. She kept up this fake friendly conversation all the while trying to sell us items. Finally after her hounding questions, I faked another call but she wouldn't let up. Obviously a scam.Business response
08/21/2024
We respect the right of a consumer and this person was marked "not interested" at the end of the conversation - before we had any knowledge of a submission to the BBB -- There is no need to "fake another call" - if you ask for your number to be placed on do not call- we will immediately comply. I have placed the number in question on "do not call" as a proactive measure.
Initial Complaint
07/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Spam call from - ************Business response
08/09/2024
AS requested, phone # has been added to "do not call" -Initial Complaint
07/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Invoice ******, dated 05/16/24 - US Standard Products is billing my company for items we never ordered. they did ship one of the items to us and no one knew where it came from until we received the bill. They are charging us hundreds of dollars for a $60 product we never asked for. This company is a total scam. After looking online we are not the only business this has happened to.Business response
08/02/2024
We responded to customer and handled their satisfaction.Initial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Constantly calling regarding a "failed delivery". Calls from a local phone number but when asked where they are located, they state they are located in NJ but can't explain why they have local to us phone number. We have never ordered from this company nor will we ever order from them. Business practices are highly deceptive. Next stop...filing complaint with our local attorney generals office & a complaint with the state of NJ.Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They are trying to bill me for a "free order" of earplugs and shop towels.Business response
08/03/2024
Nothing was shipped or billed. This file was marked "not interested" during interaction -- never was the word sample used - we fully discussed billing during call - we offered goods - discussed billing, customer declined - per request. their contact information has been removed from databaseInitial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
US Standard Products called my store All American Do-It Center, in November of 2023 and asked if I was the new store Manager, I said I was. They then asked me what my name was and if they could have a purchase order number for our existing order. I asked what was being purchased. They said nitryl gloves, packing tape, and shop towels. I gave them a PO# thinking this was something ordered by a previous General Manager. The product came in and we paid the invoice. They then called in April of 2024 and stated that the glass wipes they were sending was the last item on the existing order. They were trying to bill us $1,526.76 for 12 containers of glass wipes (ILLIGAL PRICE GOUGING). I called the company and said we will be returning the wipes because that is a crazy number for 12 containers that cost $22 normally. They then offered us a credit of $971.57 to make up for it. I told them not to contact us again and to take us off there call list. We then discovered we never actually had an existing order and were scammed into taking product we never asked for.Business response
07/01/2024
Customer was taken care of to their satisfaction before we were aware of BBB complaint. Both parties consider the matter closed.Customer response
07/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.
Regards,
All American Do-it Center, AADICInitial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
David S**** of USP called an employee at my company and said we purchase our safety supplies from them and our sales rep is no longer at the company. Wanted our correct address because he tried sending a Dallas Football Jersey and it was returned to them. My employee gave him the correct address not knowing. HOWEVER, we did not order anything from this person and will refuse anything sent to us. This person LIED to my employee, we've never done business with USP and never will after this. DO NOT SEND US ANYTHING and do not call my company ******** ********* **** again please.Business response
06/21/2024
As requested - we have placed their # on "do not call" -- We did not state that we had done business previously. Nothing has been shipped. Nothing will ship.Customer response
06/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** *****Initial Complaint
05/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received a call from this company today, 5/30/24. A gentleman claimed that **** sent a package to a service account manager (but couldn't even provide a name for who the alleged service account manager they were trying to get ahold of) and stated that the package was undeliverable. I tried getting more information from the caller, but he had none to offer. He then said he would transfer me to his supervisor to get more details. His supervisor stated they were trying to send us a ************** t-shirt as a token of appreciation because we are a valued customer -WE HAVE NEVER DONE ANY BUSINESS WITH USSP- She tried hard to get more information and names of service account managers within our company. Told the lady no thank you and hung up. This screams scam all over and is not a way to conduct business, ever!Business response
06/20/2024
We have no records of ever contacting this person -- database is cross checked in every way-- We responded to the e-mail provided and go not response-- this appears to be spam
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