ComplaintsforAnderson Process

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Absolutely terrible and horrible company. They advertise prices but won't honor them. They do a bait and switch. They advertise a lower price, but refuse to honor it. Then they tell you they can't sell it to you for that price,but they can for a higher price. What they are doing is extremely unethical and classless.

  Business response

  02/28/2022

  In response to the complaint filed.  The individual placed an order on our e-commerce website (https://shop.andersonprocess.com/) for some air filters.  The pricing is auto-populated form our ERP system to our E-Commerce website, someone internally updated pricing and instead of placing the filters on their at the individual price ($2.40), it took $2.40 and divided by the case quantity (12/case) that we have to buy them in, hence, they were placed online at $.20/each.  Once the order was placed it alerted the customer service team and they noticed the issue.  We cancelled the order, and cancelled the charge on his credit card.  As with any charge, even after cancelling the order it stays pending with his bank (one of his complaints).  We offered $2.10/filter, which was a discount in the email and he continued to get aggressive.  The customer service team provided him a phone number to call, but he continued in the email with complaints and then became quite vulgar, which, at that point the team decided it was not worth continuing the conversation as we did remove the item online immediately for further inspection.  You can see from the time stamps on the email that they were all in very quick fashion, all over a couple hours and then at 1:06am, much less than 24 hours.  Based off of the email correspondence and language, we did not pursue communication.

   

  We have been in business since ****, going on 64 years and never had a BBB complaint against us.  We operate 5 locations in the Midwest, we would not be in business or continue doing business if we pulled routinely found ourselves situations like this.  There was an honest mistake made, we tried to rectify it with discounted pricing and we cancelled the order, which, as stated in the complaint he did not pursue.  The email correspondence is attached with time stamps and the language being used. 

   

  We could as resolution provide the filters at financial loss if it would provide resolution at the situation and nothing is placed with the BBB publicly, however, we did admit a mistake, explained the mistake, and we did offer discounted pricing to help rectify the situation.  There was not a bait and switch scenario of product and there was not a bait and switch of pricing, we did not sell it to him at $.20/ea and charge his card for $2.40/ea. We cancelled upon noticing of an error.

   

  As discussed, we would like to have a conversation before any further proceedings.

   

  Thank you,

   

  *********************
  VP of Sales & ***********************************************************************************************, ** 53045
  ************** office
  ************** fax
  ************** cell
  **********************************
  http://www.andersonprocess.com

   

  

  Attachments area

  Customer response

  02/28/2022

  This company is a bowl faced liar. I was never aggressive or vulgar. They were caught doing business in an unethical manner and didn't like being caught and called out for it. If you advertise an item for a price you are supposed to honor that price. They proceeded to curse me out over the phone and told me to go f*ck myself and they weren't going to honor it. They told me they didn't care about the mistake and that I was sh*t out of luck and to go to h*** I was always nice and asking questions. These people were the one's who were aggressive, foul, and vulgar. They run a horrible business and don't care to honor their prices they advertise. They treated me horribly and like it was my fault they listed it wrong. Any normal business would honor the listed price, and then mention to the customer that it would be a one time price due to listing error, but not this company. All their employees took turns cursing me out when I called about this matter.

  Business response

  03/09/2022

  Interesting response, as you could see in the email chain, that was not the case and it was the opposite.  I ran our phone records, the 2 individuals mentioned in the email chain never had a phone conversation.  *************************** did call once into our *******, ** office at 4:26pm 2/3/2022 Thursday afternoon, this was before the email correspondence that occurred on 2/7/2022 . The order was placed on Saturday 2/5/2022, once in the office on Monday 2/7/2022, that is when the orders were being processed internally in our system and the mistake was seen.  You can see below that there was no-outgoing calls, there was an incoming call from *******.  He said on a brief hold (22 seconds) and then had a 37 second conversation with *************************** from our ******** office.  She was not aware of the transaction that occurred as she was just picking up a phone call into the general line.  There is not a recording of the call, but if you were to call her directly you would get the complete opposite type of response from her.  She would have looked up the order and forwarded the phone call to the person that took it. In 37 seconds on the phone, it would not be possible to have that negative correspondence.  The only incoming/outgoing call was prior to any order being placed.

  Date/Time	From	To	Talking
  02/03/2022 4:26:06 PM	*************************** :******* Main Line ***********)	*************************** (1338)	00:00:37
  02/03/2022 4:25:44 PM	*************************** :******* Main Line ***********)	Q *********-Main-CSR-**** (8020)	00:00:22

   

  That said, where do we go from here?  This overall situation is extremely odd and I have a hard time defending claims that didnt occur.  If had claims like that against our employees, they would not be employed here, but given the documentation, none of the accusations are true.  The only one was the incorrect pricing on the website, which, we did admit mistake and offer lowered price, while taking the product off the website.

   

  Customer response

  03/09/2022

  This business is so unethical and the biggest bunch of pathological liars ever. They are incapable of telling the truth, and simply prefer to lie than tell the truth. I don't think they are capable of telling the truth, and don't recommend anyone ever do business with them.
  
  ***************************

*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. ↩