ComplaintsforBuy Wholesale Cabinets

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company promised us a refund of $327.44 on 5.24.24. because they overcharged us for shipping. (We paid $432 to ship out a 15 inch wall cabinet). They never processed the refund. The owner ***** said the refund is contingent on me removing a negative ****** review. Attached is a link to an audio file where she said that several times. On 5.24.24. I spoke to ***** and stated that if the shipping was going to cost $400 I do not want the order. Thank you.

  Business response

  06/17/2024

  Every business has that customer. You know the one: no matter what you do, it's never enough. Enter ****************.
  **************** placed an order for cabinets. After the order shipped, he decided he wanted to add more cabinets. Adding items post-order is like trying to add extra toppings to a pizza already in the oventricky and usually messybecause we have to pass through additional shipping costs to the customer. **************** was invoiced $210.98 for the cabinet and $432 for the shipping, and he paid the invoice.
  Later, **************** decided that the shipping cost was too high. Despite having received and paid the invoice, he claimed ignorance of the cost and demanded a refund. On the phone, he aggressively yelled at our customer support representative, ********. Under significant pressure, ******** re-quoted the shipping with *** and, without the correct shipment details, provided an inaccurate quote of $104.56. She informed **************** he would receive a refund for the difference between the $432 he paid and the $104.56 quoted.
  After the cabinet was picked up for shipping, *** adjusted the shipping cost to $385, based on the accurate size and weight. We informed **************** of the error in the initial quote, but he clung to the belief that he had been promised a refund of $327.44.
  In the meantime, **************** posted a negative review about receiving damaged cabinets, which was our first notification of any issues with the original delivery. All our shipments are fully insured, and we promptly address any damage claims. However, no complaints or claims for damages were filed, only the negative review.
  **************** filed a BBB complaint for $6500 and the $327 promised refund. He also threatened legal action and claimed to be filing a court case at the time of this response.
  Throughout this process, our team, especially our female employees, has faced significant bullying and belittling behavior from ****************. His behavior towards our team has been unacceptable and sexist, based on recorded phone conversations. We believe in treating all customers with respect and expect the same in return. We regret the misunderstandings and any frustration caused but maintain that our team has acted with integrity and professionalism.
  We remain committed to resolving this matter amicably and fairly.
  Thank you for your attention to this matter. We look forward to putting this behind us.
  

  Customer response

  06/21/2024

  I am rejecting this response because:   The company did not offer a solution to my complaint.  

   

  Customer response

  06/21/2024

  "Every business has that customer. You know the one: no matter what you do, it's never enough. Enter ****************."
  I'm not quite sure why the company would start off insulting a customer of theirs...  I contacted the company through the bbb to try and resolve a billing dispute.  *********** did not offer any potential solutions to my complaint.
  On 5.9.24. I ordered and paid for a 15 inch wall cabinet, I paid $432 for shipping which was an overcharged, which the company agreed to reimburse me for.  Attached are two emails from the owner and staff labeled # 1 + # 2.  They both state that I was overcharged for shipping and they have already sent my refund to accounting for processing.  As of 6.17.24. I have not received any refund.  The email labeled # 1, states that my order has been shipped on 5.17.24.  That wasn't true, I received the order on 6.4.24.
  The owner states "After the order shipped, he decided he wanted to add more cabinets. Adding items post-order is like trying to add extra toppings to a pizza already in the oventricky and usually messy"      If shipping confuses you, maybe logistics isn't the right business for you...  When you get an oder, ship it out.   
   I emailed the owner and staff approx 30 times asking for updates, what happened to my order, why it wasn't shipped etc, over close to a month long period with no reponse from the owner.  So I posted a negative ****** Review, which I, and every customer is entitled to do.  Within one hour of me posting this review, the owner called me an asked me to remove it.  This was the first time the owner contacted me.  It was obvious she just wanted the review removed.  I was busy at work so I asked her if she wanted to call my wife and speak with her, because she was also unhappy with our experience, and the owner asked me if my wife had the power to remove the ****** Review...  (her sole motivation).  The owner mentioned that if I didn't remove the ****** review, she wouldn't give me the refund for shipping that was promised.  If I did remove the review, she would process the refund.  When I told the owner on 6.4.24. that I wasn't sure I wanted to remove the review; they next day she sent me an email stating that she could not process my refund.  This was the first time the company mentioned that they would not process my shipping refund, and that I was not entitled to it, weeks after they said they sent it to accounting for processing, and one day after I told the owner I didn't want to take down the ****** review.   And the next day the owner and staff sent me an email saying I would not get reimbursed for shipping.  (A link to our audio conversation, where the owner said my refund it contingent on me removing the ****** review is here **************************** ).  To be honest, my wife and I looked an one another and couldn't believe she said this.  I think that might be a ****** violation.    
  The owner states "**************** filed a BBB complaint for $6500 and the $327 promised refund. He also threatened legal action and claimed to be filing a court case at the time of this response."   The owner is mistaken, I spent approx $6500 with company and asked for the $327 shipping charge to be refunded as promised.  I said the same thing to ****** when I spoke to him on 6.7.24., all I'm looking for is reimbursement for $327 as promised, he offered more with a settlement, and I said I'm not looking for anything more, just the $327.  And I did not threaten legal action, I don't make threats.  I wanted to see if we could come up with a solution through the bbb process, but the company never offered any type of solution.  I did just file with ** ***** *** ************.  I will post the results after the judgement. 
  The owner says "Later, **************** decided that the shipping cost was too high. Despite having received and paid the invoice, he claimed ignorance of the cost and demanded a refund."  
  I spoke to -----, long before the cabinet was shipped.   I mentioned that if the shipping is going to cost $400 I do not want the cabinet.  We both agreed $432 for shipping a cabinet was ridiculous.  I did not claim ignorance of the cost and did not demand a refund, I simply asked. 
  The owner says "On the phone, he aggressively yelled at our customer support representative, ********. Under significant pressure, ******** re-quoted the shipping with UPS..."  Your mistaken, I didn't yell at anyone, you don't have an audio recording or any evidence of this, because it never happened.  
  The owner/company says "Throughout this process, our team, especially our female employees, has faced significant bullying and belittling behavior from ****************. His behavior towards our team has been unacceptable and sexist, based on recorded phone conversations. We believe in treating all customers with respect and expect the same in return."  This is untrue.  Buy Wholesale Cabinets is posting on the Texas BBB that I'm a bully and sexist...  You don't have one bit of evidence, not even a little tiny morsel of evidence that supports these statements, and I'm not going to put up with that.  Why the heck would the company say or post statements like that when they are entirely untrue...  Thats defamation of character, and the company will be held responsible.  That will be lawsuit number two.  I think my cabinets are going wind up being free.     
  The owner/company says "We believe in treating all customers with respect..."     *********** publically posted that I'm a bully and sexist...  The owner called me a liar, she hopes that karma catches up with me, stated that she wished she cancelled my order and then hung up on me, never issued any type of refund and won't return my phone calls or emails... (An audio recording of the owner is here **************************** and email labeled # 3 is attached.  
  
  

  Business response

  07/02/2024

  *PDF FULL RESPONSE IN ATTACHMENTS*

  Dear BBB and ****************,

  
  We appreciate the opportunity to address ******************** concerns and provide clarification regarding his experience with our company.

  
  Initial Order and Shipping Costs:

  
  **************** initially ordered a Touch Up kit and a Decorative door, which by *** standards is less than 10 pounds and can slide into a small folder slip package. Based on this, he was initially quoted $85 for shipping. However, **************** then decided to add a 15-inch wall cabinet to his order. This substantially changed the package size and made it an oversize/fragile shipment with ***, given the dimensions of 15" x 42". To give a visual example of the size of the shipment see (Exhibit B). 
  

  The revised shipping cost was estimated at $432 by ***. Upon final pickup and weighing by ***, the actual shipping cost was $382.96, which is lower than the estimated amount. Despite the confusion caused by the initial and revised quotes, **************** paid the invoice after reviewing the updated costs.

  
  Communication Efforts:

  
  Our records show extensive communication efforts to clarify the situation. We engaged in over 12 phone calls totaling more than an hour of talk time with ****************, along with a thread of over 33 emails with him CC'd to five team members. We explained the shipping cost adjustments and provided detailed information, including the *** charge details (Exhibit A). **************** ignored the details mentioned in (Exhibit A) and persisted to escalate the situation despite our attempt to clarify what actually happened in the end.
  

  Review and Refund:

  
  **************** posted a negative review, which is his right as a customer. We contacted him to discuss the review and address his concerns. We did not pressure him to remove the review in exchange for the accurate refund (total of $49.04 mentioned in Exhibit A). We clarified that the refund process was independent of any reviews posted. We were primarily concerned with the severity and false claims in his review regarding the billing misunderstanding mentioned above.

  
  Further, in his review, he claimed the cabinets are damaged but **************** never submitted a replacement claim, which he is entitled to; he instead proceeded with a harmful and inaccurate review and demanded us to make it right by refunding him the money that he is not entitled to.

  
  **************** believes we owe him $432 for the shipping costs, which is incorrect. The actual overcharge was $49.04, which we offered to refund and successfully refunded. In an effort to resolve the issue amicably and put an end to the dispute, we initially offered to refund the full $432. This was a gesture of good faith, despite the fact that he is not technically owed this amount. This offer was made solely to resolve the situation and remove the false and harmful review, which we believe is inaccurate and misleading. 

  
  Conclusion/Offer:

  
  Despite our attempts to offer the $432 to resolve the matter amicably, we were met with continued aggression. Consequently, we withdrew that offer. We have already processed the $49.04 refund, which is the correct amount based on the actual shipping cost difference.

  
  ****************** claim with the BBB was for a disputed amount of $6,500 (see attached Exhibit C); this disputed amount is confusing as ****************** additional order total was only $642.98. Furthermore, we even offered to refund *********************** complete order if he were to return the cabinets, but **************** refused as he had already successfully installed the products in his home without any requests for replacements.
  

  ******************** inaccurate review remains. Wed like to propose one final offer: BWC will refund the full $432 shipping cost (less the $49.04 already refunded, totaling $382.96). This settlement and offer must also include a mutual release settling all matters between both parties. This must also include a cease and desist from all online and telephone harassment, and a nondisparagement clause requiring the removal of any and all publications online harassing or disparaging our company and/or its employees.

  
  We hope that we can end this amicably and that **************** accepts our offer.

  
  Sincerely,

  
  Buy Wholesale Cabinets

*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. ↩