ComplaintsforAmerican Roller Co
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Complaint Details
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Initial Complaint
03/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I mailed product to this supplier for quoting purposes and am looking to have product returned. I have called and emailed my contacts and no one is responding and my customer what their product backBusiness response
03/12/2024
American Roller believes very strongly in providing our customers with accurate, timely information and, as importantly, outstanding customer service throughout our nine manufacturing facilities in North America. With a dedicated team of Customer Experience Representatives supported by Sales & Technical teams, we aim to exceed all of our customer's expectations. In this instance, we believe that we have provided this type of service. A timeline of communication:
Prospective customer reached out to us in early January to complete work for them. They sent us a roll for us to provide a coating to once they heard back from there customer. Email communication with our technical team have not been responded to since early January. Our Customer Experience Representative worked with the customer to establish them as a new customer with email correspondence on January 22 & January 23rd. ******** advised us that he was waiting for confirmation from his customer on the order. The next contact was March 7th when the customer asked us to return the roll. Our Technical representative was out of the office at the end of the week and did not receive the message until March 11th. Customer has been communicated with via email and phone and the product he sent us has been returned.
We certainly hope we can provide assistance to him going forward.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.