Complaints

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered various lights from this business. They sent them to a different address than what was requested and never checked with me if they had a question on the location. They refused to take accountability for shipping to the wrong address nor find the package.

  

  Business response

  01/30/2024

  Hello,

  Upon reviewing the order details, we noted that you completed the order online and inputted the address. Attached is a copy of the confirmation you received upon placing the order, and we want to emphasize that we did not receive any communication from you requesting changes to the ship-to address.

  As part of our standard shipping process, the carrier automatically verifies the address on file while creating the shipping label. In this instance, the carrier recognized the city as ********, **, and subsequently updated the zip code to ensure accuracy.

  We understand the importance of having the correct shipping information and want to assure you that this adjustment was made in accordance with the details provided during the order process.

  Thank you, 

  Customer response

  01/30/2024

   
  Complaint: 21216195
  
  I am rejecting this response because: you changed the street address from what was originally entered and the zip code.   If there was so many things that didnt match for shipping you should have contacted me.   Your confirmation email before shipping to me said it was being shipped to ***************************************.    Since the street and zip codes where accurate on you email I assumed it would be shipped to my town.  You made assumptions and then shipped to a randomn location with a different street address and different zip code.  
  
  Sincerely,
  
  *********************

  

  Business response

  01/30/2024

  Hello,

  The order was shipped to the address provided at the time of placing your order, and I have attached the order confirmation, clearly showing the address entered during the order process. I want to assure you that no changes were made on our end.
  
  It's important to note that when our system generates the shipping label, any discrepancies are automatically updated by the carrier to ensure accuracy in the shipping process.

  Thank you, 

  Customer response

  01/31/2024

   
  Complaint: 21216195
  
  I am rejecting this response because: this was not shipped to ****** Avenue and you are accountable for your shipping.   When you entered the address it requires the business to accept any address it updates.  As such your business needs to take accountability and try to resolve the issue by contacting the consumer.   You cannot ********* randomnly and wash your hands and not help resolve.  I will not be paying for your services.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I orderedr 5 heaters on 12/22/23 - these specific items were advertised as "in stock, ships in 1-2 days" This is the sole reason I placed the order with this company. My total was nearly $3000. I then received emails on 1/3 and 1/4 stating that this product was actually not in stock and would not ship until on or after 1/25. I spoke to a service rep who said I could cancel the order prior to that ship date if I needed to. I then called to cancel the order on 1/22 because I could not wait any longer and ordered heaters elsewhere. At that point the service rep informed me that my order had been cancelled and I would be receive a refund. Then, later that day I got an email stating that the cancellation could not be completed because the order had shipped, but to contact them once I receive it to set up a return. Once I contacted them to set up a return, I was told that there would be a 30% restocking fee and a $365 return shipping fee.I scoured the website and nowhere on this item's listing does it say there would be a restocking fee. Their return policy also states that if the error was on their part, there would be no shipping fee. I spoke to multiple customer service reps multiple times throughout this process and was never informed that there would be a restocking fee, never informed that it was drop shipping from the manufacturer, and never informed that I would be responsible for return shipping. When I called to dispute this, I was told I should find another project to use them on so I don't incur a $1000 loss in returning them. What kind of customer service is that? I repeatedly asked very politely to speak to a supervisor and was repeatedly told that I was "chasing my tail" and that they would just tell me the same thing - that since it came from the manufacturer and not them they couldnt do anything about it. Finally they agreed to not charge restocking, but still charge $350 for shipping. It is obvious this is a pattern for this company. False advertising.

  

  Business response

  01/25/2024

  Hello,

  I regret to learn that your experience with our service at ************* has fallen short of your expectations, and for that, we sincerely apologize. This is not reflective of our usual business practices.

  Upon reviewing the details of your order placed on December 22, 2023, we understand your concerns regarding the cancellation request made on January 22, ****. On the same day, we promptly communicated that the order could not be canceled as it had already been shipped, providing you with the relevant tracking numbers.

  Throughout processing your order, we have diligently kept you informed about the progress of your order. We want to clarify that the cancellation was not feasible once the order had shipped, aligning with our stated return policy available on our website [***********************************************************************]. According to our policy, a 30% restocking fee may apply to some returned items, and we do not offer free return shipping.  

  Acknowledging your frustration, we want to work collaboratively to address the situation. As a courtesy, we have waived the restocking fee. However, we kindly request your cooperation in returning the items to us for a refund. Once we receive and thoroughly inspect the returned items, a refund will be issued to you.

  For your convenience, we recommend using our prepaid return label to facilitate a tracked return process. We understand the inconvenience caused and sincerely apologize for any dissatisfaction with our customer service. Our aim is to make this right for you.

  We appreciate your understanding and look forward to resolving this matter.

  Customer response

  01/26/2024

   
  Complaint: 21194768
  
  I am rejecting this response because:

  It appears that this is in fact common practice for your business, as once I looked into it I see that there are multiple complaints regarding similar circumstances. If this was truly a one off scenario I believe you would do the right thing for the customer instead of continuously fighting it. I would like to be sent a prepaid shipping label for these products to be sent back AT YOUR EXPENSE, not mine. I spoke to several different customer service reps on multiple occasions and nobody informed of a restocking or return shipping charge. I believe I absolutely should not be responsible for return shipping because 1. I was informed as long as I canceled the order before 1/25 that was acceptable. 2. I was informed that they did happen to ship and my cancellation wasn't honored, but that I could set up a return as soon as I received them - still no mention that I would need to pay for shipping. 3. On your website it clearly states that if there was an error by ************* that there would be no return shipping charge. There have been a string of errors, lack of proper information during communication, and a general lack of customer service. Paying for the return shipping in this instance is an opportunity for you to show that maybe your business is in fact trying to make things right, and values customers and potential future business. If you choose not to, it is obvious from the multiple other complaints, BBB rating, and my experience with your service reps that your business routinely displays misinformation on "in stock" items, collects the sale, sits on the money, and then does everything possible to retain some of that profit instead of making your customer whole in hopes of future business with them. 

   

  Please send me return shipping labels at your expense, not mine. 
  
  Sincerely,
  
  Rob

  

  Business response

  01/30/2024

  Hello,

  I want to provide clarity on our return process.
  
  If the return is due to an error on *************'s part, such as a misshipped, damaged, or defective item, we will cover all associated shipping charges. However, in cases where the return is initiated because the item is no longer needed, we do not offer free return shipping for this reason.
  
  As previously communicated, the cancellation is a request, and upon receiving your cancellation request, we promptly informed you that it could not be processed as the item had already been shipped. We advised you that the return could be initiated once you received the items, and in this scenario, we do not provide free return shipping.
  
  Understanding that your return is a change of mind and that you no longer need the items, we want to simplify the return process for you. To expedite the return, we have waived the restocking fee and reducing the return label to $175.00, covering the associated costs and helping facilitate a smooth return experience. It's important to note that with our competitively low prices, we do not offer free return shipping.

  Thank you, 

  Customer response

  01/30/2024

   
  Complaint: 21194768
  
  I am rejecting this response because:

  You stated that you fully cover the returns if an item is mis-shipped. This item was cancelled prior to the scheduled ship date, shipped anyway, and cancelled due to a backorder that delayed shipping by a month even though it said the item was in-stock - not just because I randomly decided I no longer need the item. This sounds a whole lot like mis-shipped to me. Instead of trying to manufacture reasons to avoid decent customer, please just acknowledge the fact that this is an unfortunate situation and the customer should not be held liable for improper information. Please waive the return shipping charges.

  Sincerely,
  
  *******************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I attempted to purchase new light receptacles and covers from HomeElectrical. I placed a $119 order on March 30th. Everything was fine and I was told ,y order would ship by April 14th. On April 12th I received am email saying the items I ordered were not in stock (although the website said otherwise) and that they would tentatively be available April 14th. The email gave an option to accept or deny the order. At this point I was already charged but before I could respond to this email another email came through saying my order was being processed so I assumed everything was fine. Today, April 16th, I received another email saying items were out of stock again so this time I cancelled the order. I never received a confirmation email about this and when I sent an email have yet to get one back. Im concerned its a scam and it will be difficult to get my money back from them.

  

  Business response

  04/17/2023

  I apologize that we were not able to fulfill your order in a timely manner due to supply shortage.  On April 16, 2023, we received your request to cancel the order due to the extended ship date.  On April 17, 2023 a refund in the amount of $119.92 was issued back to your credit card.  Please allow 2-3 days for this credit to reflect on your bank account.  I have attached the refund receipt.  Thank you.  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a heater that quoted it was in stock with up to 6 days shipping. Received subsequent email after order that it would ship in two months. ************* advised that manufacturer had to fabricate the item. This exact situation happened two years ago on the same item (previously purchased) - website says it is in stock with a few days shipping lead time. Actual delivery is over 2-months from time of order. ************* consistently advertises that they have items IN STOCK, when in actuality - they knowingly dont. This is FRAUD.

  

  Business response

  02/21/2023

  The items are advertised as in stock because the item is available for purchase.  As this is a made to order item, once the order is placed, it is placed into production.  The lead time to produce these items is 60 days per the manufacturer.  There is no false advertisement nor fraud to the consumer.  The past order the customer placed in 2020, was delivered to the customer when promised.  We continuously keep our customers updated with their order status.  In this case, attached is an email sent to the customer on February 17, 2023, advising them the item is in production, scheduled to ship by April 17, 2023.  Should these items be ordered elsewhere, the customer will be informed of the same lead time as this is information is received from the manufacturer.  

  Customer response

  02/21/2023

   
  Complaint: 19440336
  
  I am rejecting this response because:

  
  Merchandise that is advertised as "in stock" is not the same thing as merchandise that is actually only "available for purchase". This is falsely presented. If I ask if something is in stock, and you later say that it has to be fabricated - then such isnt in stock. In stock refers to being "on the shelf" or "on the lot". 

  The heater in question is described as IN STOCK and Usually ships **** business days. This is far from being told that it wont be shipped after a 60-day lead time.

  Your advertised claims are misleading. If I purposely mislead someone in making a purchase from me, then it is fraud, defined as deception (unjustifiably claiming or being accredited with accomplishments or qualities) intended to result in financial or personal gain.
  

  Secondly, the vendor did not provide a previous order "as promised" - this is quibbling, essentially mistruth. Per order ******* (dated 01/16/20), I received notice on 01/17/20 that the item(s) would ship by 02/07/20. Then I received a notice on 02/23/20 (after I was told it would ship 2 weeks earlier) that the item(s) would ship by 03/02/20. Then I received a notice on 03/06/20 (4 days after being told it would ship earlier) that the same items would ship by 03/11/20. Where's the promise - your 01/17/20 notice, yoru 02/23/20 notice or your 03/06/20 notice?

  I see complaints from many customers offering very similar renditions of the above.
  

  

  Business response

  02/22/2023

  I'm sorry you feel that you were mislead.  This is not our intentions.  The dates given to you are updated from the manufacturer.  We do our best to keep you informed of your order.  We understand your frustration of the item not being readily available.  The manufacturers are doing their best to expedite their production process.   The item you ordered is cancellable.  Should you no longer want to wait for the item to complete production, please contact us to cancel the order and a full refund will be issued to you.  

  Customer response

  02/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am not cancelling the order and am expecting the item to be shipped by 04/17/23 per order #***-8042 with the vendor, and a tracking number from the vendor emailed to me showing that the package is on its way.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 4/26/22 I purchased three heaters, a heater enclosure and wall adapter plate. One of the heaters came in used and damaged, I reached out to them on May 16 and expressed that when I open the box the product isn't new as what I paid for. They told me they will get back to me. After a couple days they never reached out to me so I called them and they wanted pictures. I sent them pictures on May 19. A couple days go buy then I reach out to them stating that I was supposed to send them to a different email address. On June 10 I reach out to them again and they state they haven't received it so I stayed on the phone with them until they can confirm that after i resent them that they did get receive it. They send me a email stating that they want more pictures and pictures of the other heaters. I can send them more pictures but with The 5 pictures I sent them it clearly shows that this unit is used and defective. I can not send them pictures of the other heaters since I already installed them. But I did send them today a picture of the back of the heater. There doing whatever possible to not refund me.

  

  Business response

  06/13/2022

  Hello **********************,

  I apologize for the inconvenience.  We requested images for your items received on multiple occasions.  Unfortunately, without the images, we are unable to proceed with your return.  Once the images were received, the image were not clear for our viewing.  As a result, for your convenience, our returns department will issue you a return label at no cost to you to return the one defective unit.  Once the item is returned to us, a refund will be issued to you.  Please let us know if you have any questions.  Once again, I apologize for the inconvenience this may have caused.  

  Thank you,

  *************

  Customer response

  06/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 cadet CDT-***** baseboard heater thermostats on Feb 3, 2022 After waiting a week and receiving no info about my order, I called to inquire, only to be told they were on backorder, that is something I can understand, although it should have been mentioned that they were on BO when I initially placed the order. But when I finally did receive the package on 3/11/22, I opened the box and to my surprise there was only 1 thermostat in the box. I immediately called and spoke to a young lady named ****** who said that she would check into it and get back to me, well she did,Received email on 03/14/2022 stating "After my supervisor investigated the tracking with ***** , they advised that the order was shipped to you in full . That was confirmed by the ***** weight attached to the tracking and the carrier as well . We do apologize for any inconvenience this may have caused . If you need further assistance with this matter you can give us a call at ************ . Please advise when you can" .

  

  Business response

  03/15/2022

  Hello,

  Upon reviewing your order, we have confirmed that your order shipped complete.  We reached out to the shipping warehouse as well for confirmation.  We show that 4 units were scanned to ship for your order.  Each item weighs **** lbs.  For your order of 4 units, the total weight of the package should be 2 lbs.  The total weight per ***** tracking 270531497362 is 2 lbs, therefore, we show the order was shipped complete.  Our customer service representative, ****** said that you confirmed the packaging was not opened or damaged upon receiving it.  I will reach out to the shipping warehouse once more to see if we can rectify this matter.  I apologize for the inconvenience.  Please allow us 24 hours to complete this request.  Thank you.  

  Customer response

  03/15/2022

   
  Complaint: 16893572
  
  I am rejecting this response because:

  I know what I opened and I know there was only 1 thermostat, I don't care what the shipping label states, I know what I received and what was missing. these are thermostats for a baseboard heater, not diamonds 

  
  
  Sincerely,
  
  *************************

  

  Business response

  03/15/2022

  We are working on investigating this matter.  Please allow us 24 hours.  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩