ComplaintsforAutomation Distribution
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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
10/19/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on their website on 8/31/2021, order # *****. Never received the order. Left six messages for a return call seeking order status. Finally received a reply today (10/18/2021) saying they never processed the order because of lead times. They never made an attempt to contact me to give me this information, they just used the excuse that they are super busy and did not have time.Business response
10/25/2021
************************* <****************************>
Attachments
Fri, Oct 22, 4:08 PM (3 days ago)
to me, ***** **** *****
****,
We are writing in response to a BBB complaint ID ********.
Complaint: Delivery Issues
Desired Settlement: I want what I ordered expedited to me
The compliant is interesting for a few reasons:
The complaint is regarding an order entered on our website
Automation Distribution Inc. never accepted the order
Automation Distribution Inc. never captured funds from the complainants credit card
Automation Distribution Inc. never stated or confirmed a lead time, delivery date, or order acceptance confirmation. We did communicate that we could not process the order due to indeterminable lead times.
Automation Distribution strives to deliver excellent customer service and provide quality components in a timely manner. Due to supply chain and logistics challenges present throughout the global economy in 2021, our company often (and in this particular case) is not getting responses back from our suppliers as to when product will be available. For that reason, when we cannot give a definitive lead time/delivery date, we are put in a position where we cannot accept the order.
Therefore, the complaint, while understandably frustrating for the complainant, is yet another side effect of the supply chain and logistics challenges of 2021. Automation Distribution Inc. cannot provide the desired settlement because there was never an active order and the lead times still cannot be assured. The desired settlement is that the complainant wants the ordered expedited and filled. Our company would like to be in a position to do just that but we are unable to do so and, from a root cause analysis perspective, this is the reason we did not accept the order or capture funds in the first place.
Please let me know how we can further assist the BBB in this matter.
All the best.
*************************, CFA
COO
Phone: ********************
Cell: ************
****************************
*******************************************************************************************Customer response
10/25/2021
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: They did not relaying this information until I called to check status of the order. I had to call on 9 different occasions to get a call back to then be told they're too busy to answer Inquiries. This is unacceptable.
Regards,
********** **************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.