Current Alerts For This Business
BBB has received reports stating that offices have received and been billed for products not ordered, authorized, or that had been identified as samples. Businesses have reported difficulties trying to return products not ordered and report being told they are responsible for shipping costs.
On April 11, 2017, BBB contacted U.S. Standard Products to address a possible pattern of complaints.
U.S. Standard Products provided the information below to BBB:
“Thank you for the opportunity to address your audience directly. At US Standard Products customer service is our number one priority. The customer service department is under the direct supervision of the company’s owner. We employ an administrative staff of over 5 employees that monitor our switchboard. Each customer service issue is assigned to the owner to review. All complaints are taken seriously with the ultimate goal to resolve the issue to the customer’s satisfaction. Our customer service representatives are trained to end their calls with the question, “Is there anything else I can do?” We then follow up to make sure they have agreed to the resolution and are satisfied with the outcome.
A note on our sales process: All sales are procured through telephone contacts. When a sale is made by an in house or independent sales rep it is sent to our verification department before it is shipped. This department calls the prospect to verify the terms of the sale. Quantity, price, shipping, billing and return terms are reviewed. US Standard Products processes over 200 orders each day. A significant percentage of “sales” are not shipped out because the prospect advised the verifier not to ship or the verifier is not convinced that the buyer has a clear understanding of what they ordered. The use of the term “sample” is prohibited in the sales presentation. Every aspect of our training, call monitoring, and verification process reinforces this policy.
Return policy/Restocking fee. We have a 30 day “no questions asked” return policy. It is highlighted on our invoices, in our sales presentation and in our order verification process. If a customer requests it, we will send a prepaid shipping label to expedite the return process. We also accept returns after the 30 day period has lapsed; in these cases we believe that the customer should pay to ship the material back. It is our policy to not charge a restocking fee on material that we carry stock. There is no chance that a restocking fee would be charged on a customer’s initial purchase. When an item that we do not carry is specifically ordered for an existing customer, a restocking fee is charged if the customer wishes to return the specially ordered material.”
“Room for improvement. I think that when a customer believes their concerns are not being addressed, it motivates them to seek assistance elsewhere. Upon reflection we can improve our efficiency in returning customer service messages. All of our processes are being reviewed and we will become more responsive. Customers that give us a chance to resolve their issue before lodging a complaint with the BBB will be satisfied.”
BBB will continue to monitor any incoming complaints to ensure the pattern does not continue.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Received a call 10 minutes ago from *********** (local number for us) purporting that they had a "failed delivery attempt" for a "thank you gift". I personally have never coordinated any purchasing or shipping from this company. They claimed they knew "I was the person responsible for safety equipment procurement", which I never have been. Right up front, they obviously had the wrong address. They claimed the shipment was destined for our corporate office building (where I have never even been in/to). They clearly had all the other wrong information to and admitted as much: "wrong person, wrong address, etc". I unfortunately did not request to be put on a DNC call list as we ended the call fairly quickly, but would like to be if at all possible. I assume they got some of my information from public record and rolled with that. Very suspect business practices at least, or 100% an outright scam. Respectfully, please do not contact anyone at any of our companies ever again.Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
US Standard Products called our office claiming to have done business with us in the past and said a new sales rep would be taking over our account going forward. He mentioned it had been awhile since we had ordered anything through them and that he wanted to send me over some items to look at to attempt to foster the business relationship going forward. He proceeded to tell me he would be sending me over gloves and protective glasses for my team to try out and see if they liked and we would go from there. He assured me that this would not be at any cost to me at this time. Fast forward two weeks, we received an invoice for $507.08 will a collections notice attached. This is not what was agreed upon on the initial phone call and I will not be paying this invoice. This is a scam.Initial Complaint
09/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Us Standard products is a scam company they sent us an unauthorized box of hand wipes and claimed to have also sent 5 gallons of cleaner Then sent an invoice for $697.72.Business response
09/27/2024
There is no "scam" -- the complainant is not the person we had contact with on a call that was announced was recorded and monitored - buyer agreed to purchase, gave us his e-mail to send invoice, and advised he would be using his credit card. We don't ship unless given green light to do so. In regards to the 5 gal. pail -- UPS proof of delivery shows it arrived on a separate day- and was left without a signature - We have in the meanwhile arranged for return of the wipes and cancelled the invoice to zero-- and placed the company on do not call -Initial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were contacted by ****** US Standard products. He said they wanted to send out a sample and ask for site address and job. We gave him site address and then I received a second call saying that my order for saftey glass and shop towels at the low low price of $1.70 a sheet was ready to ship. I told them I had not ordered any products and I surely was not paying a $1.70 a sheet for shop towels. I told them I did not place an order they said that we had authorized the shipment. We did not. They are a scam they charge 10 times the normal cost of products. We did not authorize this order or purchase anything.Initial Complaint
08/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
David S of USP called an employee at my company and said we purchase our safety supplies from them and our sales rep is no longer at the company. He wanted our correct address because he tried sending a Football Jersey and it was returned to them. They were given the correct address. HOWEVER, we did not order anything from this person and have refused the package that arrived today. This person lied to the staff, we've never done business with USP and never will after this. DO NOT SEND US ANYTHING and do not call my company ever again. This sales practice is absolutely shameful and I don't understand how with all the complaints it is still being allowed.Initial Complaint
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We received a box of gloves and some waterless hand cleaner and received an extremely overpriced and outrageous invoice for $562.29 for one box of 100 rubber gloves and 12 tubes of hand cleaner. I was told by someone who had called that they wanted to send us some samples for free to try.Customer response
08/23/2024
We have resolved the issue with U.S. Standards and I would respectfully request you to remove or close the previous claim that was submitted on 8/20/2024 as soon as possible. Thank you.
Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
6/24/24 This company shipped a bag of safety glasses and paper towels to our company as an unauthorized purchase. They lied and said they have done business with us in the past, which we have no record of. They obtained a current employees name and used it as the Customer Order number. They are now invoicing us for 699.42 and emailed a letter from "Collections". We are not paying them. This is an obvious scam.Initial Complaint
07/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
A man called regarding a failed delivery but we have not ever made any purchases from this company. He transferred me to **** as US Standard Products who was overly friendly wanting to send a *** shirt that was returned undeliverable despite the correct address. She kept up this fake friendly conversation all the while trying to sell us items. Finally after her hounding questions, I faked another call but she wouldn't let up. Obviously a scam.Business response
08/21/2024
We respect the right of a consumer and this person was marked "not interested" at the end of the conversation - before we had any knowledge of a submission to the BBB -- There is no need to "fake another call" - if you ask for your number to be placed on do not call- we will immediately comply. I have placed the number in question on "do not call" as a proactive measure.
Initial Complaint
07/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Spam call from - ************Business response
08/09/2024
AS requested, phone # has been added to "do not call" -Initial Complaint
07/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Invoice ******, dated 05/16/24 - US Standard Products is billing my company for items we never ordered. they did ship one of the items to us and no one knew where it came from until we received the bill. They are charging us hundreds of dollars for a $60 product we never asked for. This company is a total scam. After looking online we are not the only business this has happened to.Business response
08/02/2024
We responded to customer and handled their satisfaction.
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