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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
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My company was charged a shipping fee from this vendor and yet they put us on COD and *** is now requesting us to pay the fee we've already paid to durapro. I've contacted them several times and gave them the final warning that I would report them to the better business bureau if they didn't fix this shipping issue. No response from them. They are incredibly unprofessional and unethical. I will never order from them again.I have uploaded both the original quote plus the demand letter from ***.
Business response
07/09/2024
Dear Better Business Bureau,
We are writing in response to the complaint filed regarding a shipping fee dispute with our company.
Firstly, we apologize for any inconvenience caused to the customer. The customer ordered a Zolar Diode ********************** Laser which was shipped from ******. Unfortunately, *** mistakenly charged the shipping fee to the customer's *** account instead of ours. We immediately contacted *** to rectify this issue, requesting the charge be transferred to our account.
After several attempts, *** complied, and we were able to successfully pay the shipping fee online. We were unaware that *** did not remove the charge from the customer's account, and it was eventually sent to collections. We have since provided the customer with the receipt from *** showing our payment of the shipping fee.
We acknowledge the customer's frustration and regret any perception of unprofessionalism or unethical behavior. However, the situation arose from an error by ***, not our company. We have made every effort to resolve the issue promptly and transparently.
Please find attached the receipt from *** as evidence of our payment. We believe this resolves the issue and demonstrates our commitment to professional and ethical conduct.
Thank you for your understanding.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.