ComplaintsforThe Freeman Manufacturing & Supply Company
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Complaint Details
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Initial Complaint
01/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Invoice # ******. My company purchased a product that we never received. Freeman shipped the product to another company in Marysville Wa. That company contacted us to let us know they received our package. We forwarded this info to Freeman supply. Because 10 months have elapsed, Freeman now says that they will keep the funds we paid them, and will not ship the product. We have made several attempts to resolve the issue without success.Business response
02/14/2024
Hello,
********** placed an order with Freeman for perishable items on 2/2/23. A partial shipment was sent successfully on 2/28/23 and the balance was shipped on 3/17/23. Automated invoices and shipping notifications were emailed at this time. Safran Cabin alerted ********** on 4/11/23 that they had received ************ 3/17/23 shipment by mistake and asked them to reply so that they could send the perishable material to **********, as Safran did not have contact info for Freeman. **** ****** received this email and forwarded to his employee, ***** ********, 12 minutes later and asked her to "handle it," however, no response was sent to Safran to accept the material and no communication was sent to Freeman to alert us of any discrepancy. Nearly a year later (10 months) on 1/10/24, ********** made Freeman aware of the discrepancy and forwarded the attached email. From the contact info in the email, Freeman reached out to Safran to see if we could forward the material from them to **********. Unfortunately, the expired material was disposed of by Safran in December 2023 after they heard no reply from **********. This is well outside the 5-day window for reporting discrepancies as called out in Freeman's terms & conditions and past the point of tracking info validity. Due to the excessive timeline of the reported discrepancy, Freeman was unable to provide a refund or replacement, especially when ********** could have accepted the perishable material from Safran anytime between April and December of 2023.
Thank you,
Monica C.
Customer response
02/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Freeman received a phone call from Ms ******* the same day, 12 minutes after I had emailed her. Freeman was made aware of the mis-shipped item but decided to do nothing. We waited to hear back, and eventually lost track of the item.When we brought the case back up with Freeman they treated the inquiry as if it were a return. Stating they had policies in place. This still does not excuse them from shipping an item we paid for to the wrong place. We never received the item. They kept our money period.
They have admitted to shipping the item incorrectly, but still refuse to honor the sale and have decided to stand firm and keep funds that were supposed to be for an exchange of goods. How can a company create a policy where it is ok to basically steal from another company?
We are not returning an expired item, we are not returning an item. We are still expecting to receive an item that was paid for or receive a refund for a product that was never delivered. BTW, stating that a year has nearly passed is only a way for Freeman to feel better about taking money. They failed to deliver product that was paid for in advance.
Freeman also claimed that they had no means of verifying that the package they mailed to the wrong customer in fact was mis-shipped. We contacted UPS very easily and asked for tracking of their package and as you can see by the letter from UPS, the package was indeed delivered to Safran. Clearly an error on their part that is now being diminished because of policy that they created. Freeman needs to accept responsibility that their shipping clerk mislabeled our package. Irrelevant of the time that has passed ( under a year ).
Regards,
**** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.