ComplaintsforSchool's In, LLC

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a locker for a medical office that did not arrive in time for office and there was no communication about shipment or payment received, necessitating me to re-order from another vendor. Schoolsin sent notice only after the freight was on way, telling me I can start a return process but in reality making it impossible to receive any refund due to their "read the small print" policy or return fee, and restocking fee.... telling me it is a custom order which it is not. It is flat packed pieces of metal in their standard colors/materials. Then when they send delivery, after they tell you to refuse if damaged, but if you open the box and take of freight you are then responsible. They then want to know if I want them to resend to me at no cost? It is apparent they just want to make money by stealing what is not theirs, with illicit business practices and horrific customer service. I am sure there will be a long reply as they have defended themselves to others but in the end they do nothing for the customer once they have their money, and instead of a fair refund, they charge the entire cost of the product for original shipping, return shipping and claimed re-stocking fees. BUYER BEWARE. This company is NOT trustworthy.

  

  Business response

  03/15/2024

  The customer ordered lockers on 2/5/24. An order confirmation was emailed to her with an estimated delivery date of 3/6/24.  At the bottom of the confirmation is a link to our return and shipping policy which states: “If you decide to return an item, you can do so within 30 days of receipt. Schools In does not accept returns after 30 days of receipt. Returns will be subject to restock fees, which vary by manufacturer. Schools In is not responsible for freight charges or shipping costs to return merchandise”.

  “Should you wish to cancel your order, please notify us as soon as possible. Please know that some of our items are made to order. Should one of these items already be in production, the item may not be able to be cancelled or will be cancelled but assesses a restocking fee. If the item is customized, it will not be returnable”.
  

  On 3/5/2024 a tracking confirmation was emailed to the customer with another link to our shipping and return policies.  We received an email that stated, “We already received the order! Please don’t ship”.  We then stated that this was the only order with our company. We asked her for proof of delivery for the received order. She seemed to be confused and responded, “Yes, I already received lockers. I will take a look at emails to check. Do you have order and payment info for this order?”. We sent a copy of the order and informed her that the lockers had shipped, were a production item, and the order was already in transit. We also informed her that we could begin a return at her request. There was no response.
  

  On 3/7/24 we again confirmed that the order was in transit and were the only lockers that had been ordered. We advised that the lockers were at the freight terminal and asked the customer to call them to set a time for delivery.  On this notification was stated, “Delays in delivery scheduling may result in storage fees, shipping costs, and /or restocking fees, which is the responsibility of the customer”. There was no response.
  

  On 3/8/24 we received word from the freight carrier that the customer had refused delivery.  We then left a voicemail for the customer and explained that the item could be redelivered from the terminal at no cost or would need to be returned and subject to a return shipping amount and a restock fee. She was told that the original shipping was not refundable, that there was a return shipping amount of $270.95 and a 30% restock fee of $104.97, leaving no amount to be refunded. The customer called back and stated that she was going to report us to the BBB and dispute the payment and hung up on our Customer Service Representative. A follow up email was sent restating the same details and asked the customer to respond with written confirmation by Monday March 11th at 10:00am if she was electing redelivery as freight carrier storage fees would begin to accrue after that time. The customer responded with “redeliver” on Tuesday March 12th at 10:19pm at which point the lockers were already in transit back to the manufacturer.
  

  Our policies are stated on our website and were referenced in our email confirmations. The customer cancelled the lockers after they were in transit and after order and tracking confirmations were provided. She did not respond to our return inquiry and then refused the shipment. Finally, a directive to redeliver was not received before the storage fee deadline.
  
  As fees and shipping amounts, that are not determined by Schools In, now exceed the customer’s original payment amount, no refund is due.

  Customer response

  03/23/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  *** ********
  

  Customer response

  03/23/2024

  The lockers I ordered were not custom orders- they were in stock items and shipped flat.  The reason I ordered them in the first place was to receive them in a timely manner because they were available to be shipped. The company contacted me to let me know they were shipping at which time I notified them not to ship them but they insisted it was too late even though that was the only notice they gave me. Its David snd Goliath- they have measures in place to make you look like you are at fault when in reality I am a single customer who apparently does not matter in their business which is probably more for schools and larger companies. On principle alone this company does not follow sound business or provide any credible customer service. 

  *** ********
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I (for PH Miller Elementary School) purchased a bulletin/display board from Schoolsin. The item arrived when our custodian was on vacation. I accepted the delivery, the box appeared to be in decent condition, no indents or rips. The next week our custodian was back in the building, and opened the box to mount it in our hallway. He then discovered that there was multiple areas of damage. The glass is chipped in a couple of different spots, the back is not secured, the top of the frame is not fully connected to the rest of the frame. I contacted Schoolsin, and they responded that we were outside the 5 day window to report damage and the only option they could offer, was a discounted price on purchasing a replacement. I was notified after the item shipped, that it was on it's way. We were not contacted to when it would be a good day or time to deliver it. It came at dismissal time, as 450 students were leaving our building. The driver was not patient and was in a hurry, I do not normally accept any deliveries (other than office supplies). If I had been contacted prior to the item being shipped, I would have delayed the delivery until our custodian was going to be in, and would have unboxed and inspected the item. I was told by the driver that if I didn't accept the delivery, the item would be returned and we would have to pay for shipping again.

  

  Business response

  09/27/2023

  We have been in contact with Ms. ******   When an order is placed with us, we send multiple emails explaining the process of inspecting freight upon delivery.   We give all of our customers a five day window to report damage.    This is the standard window given by freight carriers to inspect items for damage.   Beyond the five days we have no possibility of demanding reimbursement from the carrier for damage to the product.   We also post this policy on our shipping page (***********************************).   While we understand Ms. ****** frustration, we also are very clear in our policy and post it and email it during the purchasing process to prevent these types of situations.   We also offered a discount on a replacement order.  Unfortunately there is no recourse for us to argue on her behalf which leaves us where we are.   We can try again to file a claim with the carrier but the odds of getting this overturned are less than ideal.

  

  Business response

  10/03/2023

  We have worked with the manufacturer to issue a no cost replacement.   Two things to note - you are responsible for inspecting all packages.   If you have concerns about the package or the driver doesn't give you enough time to unbox the item, sign for it damaged.  They will then have to file a report with their terminal so that we have a leg to stand on if there are damages.   Schools In and the manufacturers we work with contract with national carriers to deliver furniture.   Once it leaves the manufacturer's dock, the carrier has custody and responsibility to deliver it in new condition.  Unfortunately damage can occur, even in situations where the packaging looks fine.   Boxes can fall over during transit, forklift operators can bump or drop items as they load trucks from terminal to terminal.  This is just advice for all future deliveries from us or other companies you receive from  -  always signed damaged if the driver won't give you the time to unbox and inspect.   Second, this is a one time courtesy and we are working with the manufacturer to cover the costs.  It's imperative that when this new unit arrives that everything is inspected thoroughly or signed damage and pictures sent within 5 days.  If not, we will not be able to send another replacement if it is damaged again.  We can assure you that the manufacturer shipped it without damage as they package it right before loading it on the truck.  If you have any other questions, please direct them to our customer service team by emailing ****************** or calling ************ and choosing the option for Customer Service.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a locking file cabinet on 04/02/2023 I have sent e-mails asking for the status of my order since I never received a shipping notice a week later. I called customer service Fri morning 04-07-2023 and was told that it had not been shipped but I would get a shipping or status date by Fri afternoon. They never called back. I called again today 04-20-2023 and got the run around stating that the cabinet I ordered is a made to order item from the manufacturer which I do not believe is true. That same item is sold by several companies online and I picked the wrong one to use. They could not give me any info on my purchase. This company has prior complaints for similar issues and should not be used by anyone needing their products.

  

  Business response

  04/10/2023

  Customer did place the order on 4/2.   We received the order and sent it to the manufacturer to process and manufacturer (it is a made to order item - they do not stock it).    Customer emailed us on 4/6 in the evening and we responded on 4/7 that we would look into the order.  The manufacturer was closed on 4/7 for the holiday weekend (Passover/Easter).   Customer called us this morning for an update and spoke to our Customer Service rep and used profanity about cancelling the order if we couldn't give him an ETA.  We did get a response back from the manufacturer shortly after this phone call that the cabinet would ship on 4/17.   If the customer is not pleased with this ship date, we will cancel the order, but would ask that he please refrain from calling as our representatives do not need to be cursed at.  Lots of the products we sell are made to order and have extended lead times which have only been made worse since COVID-19 and the ensuing labor and supply shortage.   This is industry wide and is not something that just affects us.  We need to know by EOD tomorrow if he wants to keep the order or cancel it or there may be a cancellation fee as they will have the item in production. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In August we ordered a Noah’s Ark rug for our children’s room at our church. We expected it sometime in Sept but it didn’t come. The company cited supply chain issues and asked us to be patient. When it STILL didn’t come in late Oct I emailed and was told we should have it within a couple of weeks. However by end of NOVEMBER, we still didn’t receive it and at that time I asked for a refund. I was told that the rug had been delivered the previous week and signed for by a ** ****** I explained we didn’t receive the rug AND there is NO ONE by that name at our location! They are refusing to send either the product OR a refund! We are at a stalemate and need help! Our church is small and is NOT a wealthy congregation and we can’t afford to throw away over $100! PLEASE help us! We want either the rug we ordered OR a refund!

  

  Business response

  12/12/2022

  We did receive the complaint and have responded several times and provided status updates along the way.  There was a delay due to supply chain issues.  It did ship and FedEx did provide tracking information prior to delivery and also proof of delivery along with a signature after delivery.   We also had them do a traceroute and confirmed that they did deliver it.  We can't take  responsibility for delivery when it's signed for by someone at that address but as a one time courtesy we will refund the customer for this order.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Schools, In on July 11, 2022. The order is for 2 double door base cabinets. The cost for each is $401.95. Shipping cost is $786.17. Upon not hearing from the company with shipping date, as was noted in the order, I reached out to them on July 31, 2022. I was told by Stephanie L**** that my shipment date was 8/22. On 9/3 I sent another email requesting an update again. I was told by Stephanie L**** that my new ship date was 9/15. I sent another email on 9/12 and did not get a response. Sent another email on 9/27, no response. Sent another email on 10/3 and received a reply from Ashleigh B****** where she informed me that my new ship date is 10/7. There has been no offer to adjustment to the cost due to their delay. I'm trying to run a business and not having the two items is impacting my business. No one at this company seems to really care about delays. They are always blaming the manufacturer. It is their product that they are responsible for customer service. If their manufacturer is not filling orders, they should not be using that manufacturer. Delivery of items and refund on shipping costs would be appreciated.

  

  Business response

  10/10/2022

  ******* ******** placed an order for two Double Based Cabinets on 7/11/22. On 7/31/22 she requested a status update and a customer service representative, Stephanie, responded on 8/1/22 at 11:16am with the latest shipping estimate of 8/22/22 and indicated that a tracking number would be sent when the cabinets ship. On 9/3/22, *** ******** requested a status update and asked for outlined reasons for the shipping delay.  Our representative, Stephanie, responded on 9/6/22 at 9:43am that the manufacturer’s latest shipping update was now 9/15/22 due to the supply chain and it being a very busy time of year for casework. On 9/12/22, *** ******** stated that no one had responded to her latest inquiry.  Stephanie indicated that she had responded on 9/6/22 and asked *** ******** to check her spam folder for company emails to ensure that communication was being received.  *** ******** confirmed that emails were being received, but asked that the manufacturer compensate her for the delay as she opined that supply chain issues have been corrected and the delay was inexcusable. On 10/3/22 *** ******** asked for a status update and incorrectly stated that she hadn’t heard from anyone since 8/1/22 and indicated that she would be contacting the Better Business Bureau.  On that same day, 10/3/22, a representative, Ashleigh, informed *** ******** that the new estimated shipping date was 10/7/22 and that she would be personally following up with the manufacturer on 10/8/22 for an update. *** ******** was also given the option of having the order refunded. She elected to wait for the order, but again stated her dissatisfaction. Our Customer Service Supervisor, Hannah, again responded to *** ******** and stated that she understood her frustration, however, manufacturing delays due to the supply chain are a current reality and that no discount would be applied as ship dates are not guaranteed. (Please note that this was stated on the shipping confirmation dated 7/11/22 as follows:  “Shipping: Current supply chain disruptions may delay shipping times. Call ###-###-#### for questions”). 
  
  We have responded to *** ********** inquires in a timely fashion and have provided projected shipping timelines as they have become available from our manufacturer. We understand *** ********** frustration. We too wish that the present supply chain and current economic and manufacturing climate was different.  We have worked with the manufacturer for 14 years since the inception of our company and they are reputable.  We have further referred *** ********** inquiry to their management team, and in addition, have multiple team members following up on her behalf.  We certainly understand if *** ******** needs to make other arrangements, and this refund option was previously offered, as she has cited that the delay has caused a disruption in business.  At this juncture we are taking the appropriate steps within our control  to complete the fulfillment of her order and our team will continue to follow up on this matter. 

  Customer response

  10/10/2022

  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, reasons for rejection are included below.

  Today is 10/10 and I've not heard from Ashleigh as she noted below.

  "On that same day, 10/3/22, a representative, Ashleigh, informed *** ******** that the new estimated shipping date was 10/7/22 and that she would be personally following up with the manufacturer on 10/8/22 for an update. *** ******** was also given the option of having the order refunded. She elected to wait for the order, but again stated her dissatisfaction."
  
  Regards,
  
  ******* ********
  

  

  Business response

  10/11/2022

  We received an update from the manufacturer this morning and Ashleigh replied accordingly.

  Customer response

  10/12/2022

  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, reasons for rejection are included below.
  

   

  Ashleigh B****** did respond on 10/11/22 at 8:51 AM CST.  However, I have not received tracking information from her or the manufacturer.  She notes "...and they have informed me that they are shipping today, and tracking will be loaded into the carrier portal tomorrow. I’ve requested the tracking be sent straight to me so I can pass that along."  

   

  Regards,
  

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

  

  Business response

  10/13/2022

  Tracking was sent this morning at 8:29am EDT.

  Customer response

  10/14/2022

  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, reasons for rejection are included below.

  I will not be closing this complaint until the items have been received, delivered as instructed and inspect the items to make sure there is no damage.
  
  Regards,
  
  ******* ********
  

  Customer response

  10/23/2022

  After many months of horrible customer service and incorrect information from this company, we have finally received our order.  The shipping company was the best part of the entire process.  I will not and do not recommend any consumer purchasing any product from School, In.  It's a shame that this company isn't willing to do anything for their customers to make up for delays in receiving items.  They were paid immediately for the items.  For better customer service, they should consider offering their customers a refund in a % of the cost of the item, that is just good customer service that tends to have customers come back to their site to purchase items in the future.  They get a grade of A+ at offering excuses for bad service.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *** ******, and I am the director at ********* ******* ******* ***. We received funds from Community Foundations of ****** ******** to purchase items that were approved by the state. These items are audited by the state by a visual verification. I continuously reached out Schools Inn regarding the products that I ordered; I should have been updated that they were actually delayed until November. On 4/28/22, I paid $3,699.60 in full. When I reached out and learned of the delay, I decided to cancel. I notified you of this decision on June 6. Gabby said that I can expect my refund on the 15th. (a little over a week later), Usually it should be 3 days, but I was willing to wait. Today June 16,2022, I find that the money still has not been refunded neither have anyone reached out to me. I spoke with Mrs. Gabby, and she has informed me that this matter is with customer service. Now I receive an email stating Only the 2 ********* 12-Section Stackable Lockers were requested to be cancelled. The two lockers are $1205.00 each ($1410 for both), and the associated shipping cost of $812.52, for a total refund amount of $1372.72. The 1 item delivered was $258, a small bookshelf. This is not a reasonable delivery fee and should be waived because you could not deliver it in a timely manner. Total cost $1070.52 for a small book holder. Quote # ********** ********* ******* **** ****** **** ******* ** ***** ###-###-#### *** ***** ******

  

  Business response

  06/27/2022

  Hello,
  We have already resolved the customer’s inquiry and consider this matter now closed as the customer contacted the BBB on  June 16th prior to receiving a response from the company’s Finance Director on June 16th.
  
  The customer purchased lockers and a bookshelf on 4/28/22. The total was $3699.60.  Her credit card was charged in two increments of $1849.80 and $1849.80 as the amount in full was not initially approved by the card issuer.  Due to supply chain issues, the customer was notified that the new estimated fulfillment date for the lockers would be 10/3/22 and she elected to cancel the order. On 6/16/22, her credit card was refunded $3222.82 in the amounts of $1849.80 and $1372.72 due to the manner in which the cards were originally charged. The only remaining amount from her original purchase that was not refunded was for a bookcase purchase that she has now received in the total amount of $477.08.  On the evening of 6/16/22 these refund amounts were outlined in an email as follows:
  
  Good Evening ***,
  I am the Finance Director at Schools In and I have been following your communication with our Customer Service Department.  I am confirming that your **** card was refunded today in the amounts of $1849.80 and $1372.72 for a total refund of $3222.82 for the cancellation of two ***** ***** Stackable Lockers. This amount will be sent to your credit card company this evening and may take up to 3 days for your issuer to post it to your individual account. The only remaining amount that was assessed to your credit card was for the Xtra Wide Book Display Stand in the amount of $477.08 that was previously shipped. Please let me know should you have any questions in regard to your refund totals. 
  Have a good evening!
  
  We have not heard anything further from the customer to date. As she was correctly refunded for her cancellation, we now consider her inquiry fully addressed and she has been invited to reach out to us should she have any additional concerns. Should the BBB wish to receive the specifics of the credit card refund, we would be happy to provide them upon request and under separate cover, but are not doing so here as it will be publicly posted. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩