ComplaintsforHGR Industrial Surplus, Inc

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid to HGR invoice two months ago and till today they have not shipped our machines. It is causing a business loss and they are not replying even to our emails. Very unprofessional company

  

  Business response

  04/10/2024

  We unfortunately had some organizational changes within HGR that negatively impacted our export compliance process.  This is what has caused the very poor experience of *** *****.  We have since addressed the organizational disruption, put in place a process to minimize any further negative impact and address any related issues.  We have been in direct contact with *** ***** and his shipment is in process, he has been fully informed of the status and we are ensuring he receives the information he needs to feel confident we are addressing his concerns directly. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a piece of used equipment from HGR. They sent photos of the machine and all the components in detail and agreed on a purchase price. We buy machines like this on a regular basis to refurbish and resell them so it was very familiar to us. Upon agreeing on the purchase I instructed their rep that we would send our technician down with a trailer to pick up the machine and pack it properly for transit. Dominic from HGR wrote, "We do not allow customers onsite and we can only ship with our own freight companies. But we will pack it up properly and ship it to you". We wired funds to them via ACH (Which are not recoverable) and they shipped the item without any communication about prep in between. When it arrived onsite they placed all the components on the surface of the table completely unsecure. During transit they all moved around and damaged multiple pieces on the table. The day it arrived we contacted them to advise on the issue, took photos and provided them to HGR. It was weeks before we heard back and when we did reply with an in depth assessment of the damages and requested that we could return it at our cost for a full refund based on their policy. The response from the rep is that the machine needed to be back at their facility within 30 days of the date of purchase or there was no refunds. We then suggested that they have another similar table that was just for parts and incomplete to operate if they would give us this machine as it has the two valuable parts needed that would have repaired this table. The damages at the replacement cost would have been over $20,000 and they were asking $4000 for the second machine. We proposed to split the cost and sell it to us for $2000 to share some of the expenses. They offered us a $750 discount on the second machine and said they would not do anything more. At no time did they take ownership on the fact that they packaged it for shipping poorly and extremely dangerously, lucky for them nobody was hurt.

  

  Business response

  07/22/2022

  To whom it may concern:
  It is unfortunate that the used Router purchased from HGR did not meet ******* expectations. HGR made attempts to help improve his experience by offering discounts on another item that did not work out.
  Attached are all communications we have had with ***** for your review. Please note that there was a gap in ******* communication from HGR’s email on May 5th until the customer ******* response on June 3rd. Also attached are copies of the invoice and proof of deliver, a signed BOL that does not note any damages made to the equipment.
  All interactions prior to the sale are on that same attached email chain.
  Other than listed on our website; *****, the customer, was told HGR’s return privilege on April 20 when Dom stated: “If you have never purchased from us before:  HGR buys and sells equipment in as is, untested condition with a 30 day return privilege from date of invoice less shipping/handling charges for any reason.” It was acknowledged with his reply on that same day.
  When questioned about shipping, the expectation was set on April 21 when Dom stated: “Hi *****, It will get loaded, as is from the showroom floor, on a flatbed which will be tarped/strapped down and shipped directly to you on that flatbed. Let me know if you have further questions.”
  Please let me know if you have any follow up questions that we can help you with.
  Respectfully,

  *** **********

  

  Business response

  08/01/2022

  To whom it may concern:

  
  I have reviewed ******* response to complaint ID ********. The shipping method performed matched the description outlined to ***** prior to committing to the sale. HGR made attempts to help improve ******* experience by offering discounts on another item that did not work out. There have been no further requests for assistance.
  

  Respectfully,

  *** **********

  Customer response

  08/01/2022

  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.

  The comment that they shipped the item as requested is clearly not true, never did we suggest for them to throw the items unsecured on the table and the pictures showing how it was packaged clearly state otherwise. I want them to pay for the damages or refund our money. Our offer of to purchase the other table that they have that is only a parts machine was a great compromise but their discount of $500 was not meeting in the middle or anywhere close.

  
  
  Regards,
  
  ***** **********
  
  
  
  
   

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