Complaints

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction - 8/30/24 Purchase of a woodworking sanding machine (GEM industries)Order # - ****** The machine is not meeting my expectations as it is too weak to perform large sanding tasks despite stating that it was suitable for such activity. I was not able to use and validate this challenge until 10/27 at which point I contacted ********** for a return and refund. They denied the request and suggested I contact the manufacturer. The machine is not defective, it is simply not adequate for my business purpose and as a result I am not seeking warranty but a simple return. ********** return policy online DOES NOT state any time limit for returns but the agent claimed that past 30 days returns could not be accepted.

  

  Business response

  11/01/2023

  I've read this complaint however I believe it was sent to the wrong business. We are KLINGSPOR Abrasives, a B2B manufacturer and supplier of industrial abrasives. This customer has not purchased from us since 2013 and the order number they provided is not valid.

   

  I believe this customer meant to direct their complaint to our sister company which services our retail customers, Klingspor's Woodworking Shop. They are a separate company that sells woodworking tools and many other things that Klingspor Abrasives does not sell.

   

  In the best interest of the customer I have sent a note to our team over at Klingspor's Woodworking Shop to look at this complaint and resolve the issue with the customer. It looks like they are attempting to return a machine to us a couple months after they purchased it.

   

  Since the complaint was sent to the wrong place, I didn't reply to it through the portal but wanted to send this e-mail to clarify instead.

   

  Thank you very much,

  *********

  

  Business response

  11/03/2023

  After reading this complaint, we feel that we have been extremely reasonable to ***************  What we believe is that he bought this machine, did the job that it was needed for, and then decided to return the unit for credit.  Here is why we believe this fact.  
  1. He ordered late Aug, rec'd it on Sept 6th, 2023.  
  2. He called us on Oct 28th - 7 weeks later - to state it was not meeting his expectations on the job. We told him on Oct 30th that he would need to call the manufacturer due to his claim that the machine was underpowered.  Since selling these machines, we have NEVER heard this issue, so we thought that something may be wrong with this particular unit thus stating call Mfg for warranty issue.  
  3. On Oct 30th he contacted the vendor - GEM Industries - and spoke to management there.  In this phone call ************** was told from them to use their *** number to return to them to review the machine - they would fix any issues or send him a brand new one.  By the way, they haven't heard of a machine being "underpowered" either so they were extremely curious what was going on with this unit.  
  4. Customer didn't like this answer - We believe because the job was finished - and immediately called us back to return - this on same day Oct 30th.

  In conclusion, due to ************** being so diligent about his desire to return, we will take the unit back to our location at HIS expense.  We will review the machine(should be very little use) and make sure that it has not been misused/damaged in any way and we will then credit him back his money -  product cost only.
  

  
  He can ship to
  Klingspor's Woodworking Shop
  c/o Returns 
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