ComplaintsforGreen Building Supply LLC

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought multiple bottles of amf safecoat grout sealer from this company. Not only did they fail to complete the expedited shipping that we paid for, proving the product over a week late, they give faulty information on their website which caused us to buy significantly more of the product than one would have believed. For reference, between them and another order we bought 11 bottles when less than 2 were required. For this we need to return the bottles. The company has completed fraud and all we are asking for has been a paid return label. They can either provide the return label and a full refund i.e. we send the product back at their expense, provide a refund without a return i.e. we keep the product, or we will continue to escalate this higher than the BBB. Our email responses have been thusfar ignored. Absolutely disgusting business. We will be complaining to AMF safecoat as well to get them removed from the official vendor list. They must also remove their fraudulent claims from their website which can lead other buyers to purchase too much product.

  

  Business response

  03/01/2024

  Customer: We bought multiple bottles of *** Safecoat grout sealer from this company. 
  Reply: 1/23/24 Customer placed order #******* for 4 bottles of *** Grout Sealer. This included a charge of $25 for regular standard shipping. Please see attached order. 

  
  Customer: Not only did they fail to complete the expedited shipping that we paid for, proving the product over a week late, 
  Reply: 1/25/24 The product shipped out standard as requested two days after the order was placed, directly from the *** Safecoat facility. Please note that the customer requested and paid for regular ground standard shipping, not expedited shipping.

  
  Customer: they give faulty information on their website which caused us to buy significantly more of the product than one would have believed. 
  Reply: Please note that the application and coverage details on our website are consistent with the manufacturer's guidelines. The guidelines require the customer to accurately calculate the coverage desired, depending on the size of the tiles installed, and the width of the grout lines in need of sealing. Please see the guidelines attached. 

  
  1/26/24 Customer called upset that the package was taking too long to arrive and demanded a shipping refund. Please note that orders typically take 3-5 business days to ship. This order shipped in 2 days from placing the order. However, because tracking showed that the order was taking 7 business days to actually arrive, as a courtesy we processed a full shipping refund. Delivery was still within the statement posted on our website and which we share in our confirmation emails to customers stating your order will take "3-5 business days to ship."  

  
  Customer: For reference, between them and another order we bought 11 bottles when less than 2 were required...
  Reply: We do not know why the customer ordered so many bottles, 4 from us and 7 from somewhere else.

  
  Customer: ...Our email responses have been thus far ignored. 
  Reply: Per our email correspondence attached, we will happily accept these items in their unused new condition. However, it is the customer's responsibility to return these items to us. Our return policy says, "If you change your mind after you receive your order, order too much or order the wrong product(s), we will refund the purchase price, minus shipping."  Please see screenshot attached.

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