Complaints

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4, 2023 we placed an order with DF supply for 4 solar LED post caps for $132.09. We tried to use 2 of the 4 and the items are defective. We asked for an RMA for a full refund. We provided them with photos of the proper 12V transformer and the testing my husband did on the products, who is an electrical engineer, that showed the 2 caps are not working and we want a refund for all 4 (2 of which are unopened). Since, the company has been refusing to send an RMA stating that we have to take it up with the manufacturer. Their website does not state their are any stipulations on the use of this product with other transformers. Ours works fine with other caps purchased with the same specifications from other manufacturers. Clearly the problem is the products sold to us by DF Supply are defective and we want our money back. We have tried, through many email exchanges to get them to do the right thing and they refuse.

  Business response

  07/18/2023

  Hello,
  Thank you for contacting us through BBB. We have researched into this order and have found the following. These post caps come with a full warranty from the manufacture, not DF Supply, Inc. We have reached out to the manufacture and they would like to them to talk to one of their tech support associates **** @ ***  ************ ***** . DF Supply, Inc. does not offer any warranty. All warranty claims must go through the manufacture warranty that came with the product. PLease let me know if we can be of further assistance.

  Customer response

  07/18/2023

   I am rejecting this response because:
  
  As stated, we have asked for an RMA several times. The products were purchased from DF Supply.They sold us defective products as shown in the photos. At least 2 of the 4 products DF Supply Inc sold us have internal shorts and we do not accept this high a failure rate - we want our money back. We have far exceeded our responsibility as consumers to provide evidence of the defective products to the seller and we are well within a return window. Efforts to delay a refund after repeated requests on our part indicate the seller is not honoring their commitment to consumers and is trying to play out the clock on the return. We want a full refund for the all of the products.

  Business response

  07/19/2023

  Thanks for your email, however if you want to return and get a full credit you have to talk to the manufacture to make sure that it is a manufacture defect. These items are made in the USA and have a very low defect rate, and the manufacture honors those. It does not qualify if they have been used with the wrong transformer. If it is truly a defective product, the manufacture will warranty the product. If that is the case, then we can issue you a RMA for the return to get a full credit.

  Customer response

  07/20/2023

   I am rejecting this response because:
  
  1) We purchased the items from DF Supply and they need to stand behind the sales of their products. By offering these items for sale on the website to the public there is an inherent promise to provide products that are consistent with what is promised on their website and products that function.

  2) We received the products, attempted to install 2 of the 4 (2 remain intact in shipped packaging) and almost immediately found these products to be defective. We did not waste any time contacting DF Supply so we are well within any expected return window.

  3) DF Supply did not specify that these post caps required a specific transformer (we would never have purchased them in the first place). Our power supply is an industry standard 12V compliant LED power supply that works with all other LED post caps we have used. If it was required to use a proprietary power source, this should have been noted on the website and at checkout.

  DF Supply has a responsibility to fulfill the commitment to sell working products with the consumer when products are purchased on their website and stand behind their agreement rather than try to give the consumer the run around when perfectly reasonable requests for returns are made if products sold are defective. Attached is the photo showing the order from DF Supply. We have previously provided them with photos showing the product is shorted internally, does not work, while other post caps clearly work on the same system.

  We continue to request that DF Supply fulfill their agreement and provide an RMA for a full refund including any shipping costs back to DF Supply to make this right.

  Customer response

  07/21/2023

  [BBB transcription via email]

   

  Consumer has requested a refund of the 2 unopened items. 

  Business response

  07/24/2023

  As per our last message, we can get you a full refund on all 4 caps if indeed this is a manufacture defect. Otherwise we can only give an RMA on the two caps that have not been installed. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 5, 2022, I ordered 3 x item ********** and received the wrong ones. Order #************. Because it was only the quantity of 3, I did not complain. So, I ordered 33 more of item ********** on January 21, 2023, with the order number ************ and again, I received the wrong ones. This time, I emailed DF Supply, but never received a response. When calling, no one will ever pick up the phone. So, I placed another order on January 29, 2023, with the quantity of 11 x item ********** to see if they do this on purpose. And indeed, they did. Order #************. In total, I emailed them 16 times and tried to get someone on the phone for about 12 times. No one responses or is answering the phone.

  Business response

  02/23/2023

  We log every call and email and have NEVER received an email from this email address or a phone call from this phone number.

  Please send me a picture of the incorrect item you received, and I will get this remedied ASAP. - *********************

  Customer response

  02/23/2023

   I am rejecting this response because:
  
  Responded must be blind or not wearing his glasses.

  See attachments to this initial BBB complaint.

   

  Then put your glasses on again and check your emails:

   

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

  Business response

  02/23/2023

  Childish insults aside... what is your complaint with what you received?  Our new version of this item has two bolts, other than that the function of it is the same which is why we put a note on the website, maybe you missed it:

   

  Please Note: Due to manufacturing differences, the product you receive may not match the picture.

   

  I'd be happy to provide you a return label for a full refund if you want, but this is the product we sell.

  Customer response

  02/23/2023

   I am rejecting this response because:
  
  This is not an insult, but fact and very frustrating your excuses of shipping the incorrect part.
  
  Your website clearly shows this on attachment "***** **** * **** ** **** *** * ** ****** ***** ** **** *** ******* *********** ******* ****** * ***** **** ******** * ***** **** ************"
  
  while you shipped the incorrect part showing on attachment "******* *** *******"
  
  Now, you do not take responsibility but blaming the customer.
  
  Very unprofessional and bad customer service.
  
  You are selling a Toyota Camry, but shipping a Kia because you have a note on your website: "Please Note: Due to manufacturing differences, the product you receive may not match the picture."
  
  This is considered "Misrepresentation of Product" per law.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 8pcs of bushings with the inner diameter of 0.5" clearly stated on their website. Received 0.59" instead. DF would not refund the shipping and not pay for the return shipping. They "graciously" offered to waive 15% restocking fee. This is their mistake and I shouldn't be responsible for any charges. I am not looking for a refund - just want to make other consumers aware of this business practice. Order Date - 11/2/2022 Order Number - ******* Amount - 16.48 + 12.46 shipping=$28.94

  Business response

  11/21/2022

  Unfortunately the customer was using this product not for it's intended purpose.  They work perfectly when used as intended.

  Customer response

  11/21/2022

   I am rejecting this response because: Any respectable business would accept their fault for false advertising. It doesn't matter what purpose the customer is buying the simple bushings for. If it is advertised one size and the customer receives a much larger diameter, it's called false advertising. I hope this company doesn't accept my explanation, so this will stay on their BBB record. Other consumers should be aware of this business' practices and stay away.
  
  
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 boxes of hedge slats from DF Supply Inc. on April 20, 2022 for $603.59 - this was my second order this year with this company of these same items. However they went to the wrong address - a 3rd party shipping company who stated that they can only return to sender. DF Supply said that I can return to them to receive a refund and reorder and send to correct address. There were many issues with the 3rd company shipping company so the items were not sent right away. The items were finally shipped to DF Supply on May 25th 2022 and delivered to DF Supply by Fed Ex for a cost of $93.47 and signed for on May 27, 2022. During the time before during and after I was in constant contact with Joshua ****** ******************************) who always replied soon. When the items were delivered to DF Supply he asked me to give the it a week and contact him on a Friday - I also gave him tracking details. I emailed him on Friday June 10th - no reply. I emailed him and Joe ****** Monday June 13th - no reply (************************** - I had been in constant contact with him before during and after my first order) on . I emailed Joshua on Tuesday June 14th 2022 - no reply. To date the funds have not been returned and no one from DF Supply has contacted me to state any issues. Please help. I am requesting a FULL REFUND (international transaction fees my bank charged me if possible which are shown in the attachments). Thank you for your time

  Business response

  06/15/2022

  Refund processed on 6/14/2022 at 10am.

  Customer response

  06/16/2022

  I have checked my bank account and received $448.  The total for the product was $498 with a $105 shipping fee which I accept that I do not get back.  Should I accept that they kept $50 - restocking fee I am assuming?
  
  

*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. ↩