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Complaint Details
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Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an inverter/charger on September 16, 2022 for $1,672.19 and $423.49 for shipping and handling. When we opened the box the item inside was significantly damaged. We have reached out first by phone. We called them several times and they would tell us they will get back to us and never did. After several more phone calls they asked us to provide photos, which we did and they repeatedly told us they will get back to us. We emailed them on many occasions to which we received the same reply, that they will get back to us. Eventually they told us to contact the manufacturer ourselves and resolve it with them and we informed them that we never purchased it from the manufacturer but from the Powerstore, Inc.
Business response
03/03/2023
******************* did purchase an inverter charger from ** on September 16, 2022.
The goods were shipped from our ** warehouse to his location in HI on September 19th. The customer received the goods on approx. Sept 21st (dont have exact delivery information at present) and signed for the goods as undamaged.
We then heard from ******************* that there was some damage to the front panel of the inverter that he received, but that the damage was not caused by shipping, it was due to us (The Powerstore) deliberately sending him damaged goods. These goods had either been damaged by The PowerStore or by ********* Electric (the manufacturer). We assured him this was not the case. However, we did contact ********* Electric regarding this complaint and they supplied us with a contact email and tel# that we forwarded to Mr ********* so that he could contact them directly to get a replacement panel for his unit. ******************* did not contact ********* Electric to start this process.
To be totally clear there was a lot of correspondence between ******************* and our service team we were certainly not try to ignore or ***** our responsibilities to our customer. ( I am sure we will have records of the email correspondence and can go through the process of digging them out of our archives if needed). I am unsure how better we could have dealt with this issue.
Thanks
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.