ComplaintsforShade RV

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product from this company. I recieved a partial order. There is no immediate contact info for the company. Since it's only 28 miles away i stopped bye to try to get the missing pieces. Owner did contact via email. He's argumentative, i ask for a phone call to resolve this won't do it. Now threatening to not send what he owes

  Business response

  07/24/2023

  On June 20 customer emailed us at 330 pm saying "instructions **** please call". At 431 pm we responded to the email with "Do you have a phone number? What sort of issues are you having with the instructions?". The customer responds at 437 pm and says he is missing components and says he is at the location of our manufacturing facility. He also sent an email saying that he was missing rods, instructions, couplings, and straps. Our business hours are M-F, 8-4 and he showed up at our manufacturing facility after business hours and despite the fact that we do not allow anyone at our manufacturing facility for liability purposes (as previously communicated via email on June 9th to the customer email request to pickup his cover rather than have it shipped). At 451 pm we responded and reminded the customer of our business hours and that we do not allow anyone at our manufacturing facility. We told him that we would get all of the missing components shipped out the next business day to him (since we were closed already) and offered to include extra pads and tie down straps because of the mistake on our end. See attached communications. The customer was still disgruntled and continued to argue about the situation over email and was requesting a phone call. We told him numerous times that our business hours were 8-4 and that we would be happy to call during the next business day if he had other issues to talk about besides the one that we had already settled. We never threatened to not provide the customer what we owed him as part of his original order. We actually offered to provide him his missing components as well as additional straps and pads because of our mistake. After he continued to argue with us we suggested that we would just provide his missing items rather than providing free pads and straps as a way to apologize for the mistake that was made on our end because of the rude attitude towards us.  The next day the customer emailed asking if the missing parts were shipped. We responded 13 minutes later and let him know that it the items were packaged up and awaiting pickup from **** The following day he emailed asking for shipment confirmation and we sent tracking info to him within an hour later. That was the last communication with the customer. 

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