Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid ******* with tax Order SO67211 Ordered on 2/8/23 Delivered 2/16/23 Item was a burglar safe Item dropped off in street in Manhattan. Was not permitted to inspect item on the street. This was a dangerous situation regardless. Upon opening product severe damage was noted. No padding in box. Company offered to repair, but I seek to rerun the damaged expensive purchase. They require me to pay nearly $600 shipping. I want the company or shipping company to pay the return shipping and refund the purchase.

  Business response

  02/21/2023

  The customer (********************************************************) placed his order on 2/8/2023 for a Gardall 1812-2 Burglar & Fire Safe. We sent him an e-mail detailing what to do when his product arrived. This e-mail is attached. This explains that you MUST notate any damage or we are not responsible.

   

  His safe was shipped on 2/13/2023 via Old Dominion Freight:******************************************************************************************

  It shows it was delivered on 2/16/2023. The customer signed the delivery receipt which is a legal document as all clear with no notation of any damages. He explained to our customer service team that the box and safe were fine when he got them and then when he went up stairs after it was installed, his handle broke. Since the delivery receipt was not notated with any of the damages, we were unable to file a freight claim on his behalf. He did order curbside delivery so the safe was delivered in front of his curb as he ordered. He did not upgrade any other service.

  We offered to send a locksmith out to his house at our own expense to replace the handle. He refused because he feels the locksmith would rob him. We offered to send the handle to him and he could replace it with us walking him through it. He refused. He said he wanted a refund because the delivery company wouldn't bring it inside for him. We offered to split the return costs to take the safe back eating some of the expense. He is now ignoring our carrier and refuses to get back to them. We are trying to get the safe picked up and refunded or offer to fix the safe at our own expense so he doesn't have to send it back.

   

  He has been extremely rude to my customer service team and refuses to work with us. We are still willing to work with him if he will cooporate with one of our solutions. At this time I can offer the following.

   

  1) Send a locksmith at our expense (which is about $250) and a free handle to replace the handle that he says was broken in shipping.

  2) Send a free handle and talk him through replacing the handle at no charge.

  3) Pick the safe up but he would be responsible for packaging the safe up and putting it back on a pallet. We would refund him minus any return shipping per our return policy. We would eat the shipping we paid to ship it to him as well as any restocking fees that would normally apply.

   

  Please let me know if you have any other questions.

   

  Thanks,

   

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

  SafeandVaultStore.com

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