Business ProfileforUniversal Companies, Inc.

For a few weeks now Universal Companies' online order system was showing up as not being a secure site and would not allow credit card payments as a result. We called to let them know and spoke with with Makayla *********. She stated that her IT team would take a look at this issue and asked if we were using Chrome's browser because their site only works on that browser. She was assured that we were. She then stated that it was because we were applying discount wrong. She was assured that the notification of the Universal Site being "unsecured" happens before an order is put together. That indication is provided initially and you are asked you if you would like to continue to the site when you first try to click on their websites link online. It happened before any account log in occurs. She then tried to tell us it was our computer because her IT had no reports of this kind of incident previously, but would later in the conversation state something to the contrary indicating that they had received this feedback already. While we didn't care much for her blaming us, our computer, or any potential discounts we would have for their unsecured website issue as it is not something online shoppers can create or have control of she was sent screenshots of Google outing the Universal Companies site as unsecured to help them identify the issue anyway. Following receiving the screen shots of their site stating it was unsecured and that credit card payments could not be accepted as a result she stated her IT team "could tell that we weren't using Chrome" as was stated to her when she originally asked. Although she was questioning a clients honesty which was rude to begin with and our thoughts were who would lie about such things? which was nonsensical we did know that there was also no way for them to tell that from the original screenshots sent that we were or weren't using Chrome. The fact that she had stated that they could tell we weren't using chrome when this wasn't the case and is not indicated from the original screenshots also made us question whether she was even working with an IT team on the other end. I gladly sent her another screenshot to show that we were. We had been waiting on the order for over a week at that point and let her know that we had needed some of the items right away. She stated that we could send it to her and assured our front desk that she would process it right away. Although she had been rude the entire call we appreciated and took her up on the offer. However in the end she did not process it right away as promised. We left several voicemails, emails, and messages through social media platforms to find out what was happening with the order since we haven't received a confirmation. She finally responded today, almost a week later. We asked if she overnighted the order because of the error and not having processed it right away and she stated that she did not. We asked her to cancel the order because she hadn't processed this as promised. She told us she couldn't because shipping information has already been sent to UPS. I personally finally got through on the phone system this morning using our business line and the respondent hung up immediately before I could speak. This instance along with the lack of calls returned, emails returned in a timely fashion all indicate a company-wide failure at Universal Companies. We have screen shots along with front desk and IT staff who were all involved in the calls/emails involved in these encounters who can account for this ongoing poor experience. It is extensive. We called from our front desk lines as well as staff lines to reach Universal Companies and when speaking with Brook who may or may not be the manager of Makaylah she question our calls as if several voicemails left on their general line over the past several days were not received and/or unaccounted for. She requested for us to identify each phone number for her so that she may "look into this further". I believe that she was just seeking our staff's phone numbers so that they can continue to ignore our teams calls moving forward. We also called from our business phone so seeing daily calls made from our account should be easy enough if she did actually want to "look into" which I imagine won't happen seeing as this is a company wide issue of lack of respect and integrity of their clients. This was a moot point as we will not be working with them moving forward. In the past we have supported them and gifted them business and they have sent expired items and when we notified them of their error they sent another expired item to replace the original expired item. We have been given discount codes that were then denied to us when we went to use them an issue which according to others on their social media sites is still happening with their black friday codes to date. Even in this instance they had a better discount available for cyber monday and even though we had worked with them for nearly two decades and even their website was down for online purchases for the last few weeks and even though they did not process our order until today after promising to it right away they did not apply todays discount to our order when finally done. Universal Companies staff are consistently rude, disrespectful, and a downright dishonest. Our experience with them over the years has been consistently terrible. They just don't care about their clients.