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Complaint Details
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Initial Complaint
10/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a sand blasting cabinet from TP Tools and it was severely damaged in the shipping process.We did not notice the damage until 2 days later so we didn't refuse the delivery when it was initially dropped off. The company said they can not help us out and my company will have to take the loss of $2,267.47 and that is completely unacceptable. I have contacted the company already and they said there is nothing they can do.
Business response
10/13/2022
Customer called on 10/12/22 stating that the 960 Blast Cabinet he received was damaged. **************** representative asked if the item was inspected and if the damage was noted on delivery motor freight bill per our email instructions and bright yellow instruction label of the front of the crate, stating to inspect before signing and note damage on freight bill. Per our customer, the top of the box/lid was pushed down, but they did not have time to open the carton until two days later. Therefore, the item was not inspected and the freight bill was signed without noting any damage. Due to the item not being noted damaged, the motor freight carrier is clear of any claims and it is now the customer's responsibility. The motor freight carrier will not honor a claim for us due to the above reason.
Our customer representative told the customer that he would check with other people to see what he can do and will call him back with an answer. After discussing the above damage with the owner of the company, our customer representative was told to issue a pick up for the damaged cabinet and send out a replacement 960 Blast Cabinet to our customer. That afternoon we contacted the customer telling him that we would pick up the damaged blast cabinet and send out a replacement blast cabinet on Friday, 10/13/22. this was agreeable to the customer.
On 10/13/22, we received a complaint form the BBB, stating that we said there was nothing we would do about the issue and the customer wanted a refund. Today, we contacted the customer and he said, he filed the complaint because he was confident that we would do anything and he has been ripped off before. Per the customer the complaint was filed prior to us calling him back yesterday. Today, the customer stated, he still wanted the replacement cabinet, and that he would respond back to the BBB and say that the problem was resolved.
On 10/14/22, the customer's replacement ************************** Cabinet is scheduled to be shipped by motor freight.
We are sorry for the above problem the customer encountered and are glad we had the opportunity to rectify the situation. We are a small family owned business and take great steps to keep our customers happy and offer the best products and service we can provide.
***************************
President
TP Tools & Equipment
Customer response
10/13/2022
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.