Complaints

• Initial Complaint

  02/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 1/24/23 I placed an order on BPS's website for 50' each of 1" & 3/4" PVC for p/u in Houston to save on shipping. The website indicates the PVC is sold in 10' pieces, so I placed the order for 5 pieces of 3/4" & 5 pieces of 1". I was charged two times...$59.53 & $43.95. On 1/25/23, I rec'd an e-mail from ******* ******** which essentially said the items ordered were not available in Houston & there would be an extra charge to get the items from 2 CA warehouses & cut charges to get them in 5' pieces. I was not considering having them cut until she advised that the charge for shipping was MUCH higher for 10' pieces than 5' pieces. I called her back, we discussed further & she was going to check & get back to me on options. I called & e-mailed & never heard back. I again went back & forth with ******** on the chat & she checked into it. On 1/31/23 ******** advised that the cost for shipping was going to be $32 each since they were coming from 2 different locations. I had no problem with this for 50' of PVC each. I was sent the form to authorize the charge & received the PVC about a week later. I was ultimately only charged $32 total. The PVC came & it was two 5' sections of 3/4" & 1" for a total of 10' each. I ordered 50' each, so this was not sent as expected. I got back on the chat & discussed again with ******** that I only received 10' of each product instead of the 50' purchased. She had to check with her Supervisor & get back to me, but the PVC is sold per foot, not in 10' lengths. I adv that their website indicates it's a 10' length, so I just want my order fulfilled. ***** **** e-mailed & advised that they would not be able to honor their previous price & they sent 10', but only charged me for 5' due to their website’s error. They should have advised prior to shipping that it was only 10' each as I would not have paid shipping for only that amount. I want shipping refunded & the cost of the PVC refunded or I can send it back if they pay shipping.

  Business response

  02/27/2023

  
  BPS Supply Group Corporate Headquarters 
  

   Dear ****** ********* 
  
  In response to BBB inquiry ID ********, we acknowledge that the product specifications on the product pages identified did not align with the minimum order quantity required for those specific items. Once the order was submitted, we reached out to the customer to clarify the order requirements to ensure we could fulfill their request. 
  After delivery of the first shipment of material, we understood that the customer initially wanted more quantity than we originally processed. 
  At that time, we provided a quote for the additional quantity requested. The customer did not accept that quote due to the additional cost involved. 
  Per the customers request, we have issued a full refund for the order. No return required for the material delivered. 
  We apologize for the typographical error on our website that caused the misunderstanding. 
  As part of our response, we have updated those specific products on our website and verified that the Terms and Conditions page of our website does include clauses for potential typographical errors. 
  We hope that by processing the customer's desired settlement request, that the case can be closed amicably. Thank you for your attention to this matter. Sincerely, 
  ******* ******** **************** **** Phone: ###-###-#### 
  For information on our branch locations, please visit our website at ************* 
  

  
  

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