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Purchase made and deplorable is a small word to describe this entire experience.

I'm not sure where to begin, other than I contacted this company when another company, American Mortuary Cooler (another poorly managed company) continuously lied as to a unit being shipped and they had never shipped it, but back to AFS... This with AMC occurred between March and August 2020 (the beginning of a pandemic)... I then contacted this company, Affordable Funeral Supply, for other items that I had come across due to their advertising. I figured I would attempt to purchase a refrigeration unit due to the high level of cases we were handling. Needless to say, after lengthy conversations to make sure we had all the dimensions correct and the details about Side loading 5 tier racks, and the unit to be in the middle at the far end of the Unit. I was given a price that I agreed to and immediately did the necessary steps and complete my end of the transaction to pay for the order. I was told the refrigeration unit and shelves would arrive in 4-6 weeks. Mind you, I ordered it approximately around September 21, 2020. When I asked in October where the unit was because I had never received it, I was told it was in transit. By the end of December, I had not been informed by the selling company (AFF) of a delay and they thought it had already been delivered. The vendor shipped it with another third party carrier and according to what I was told, "they had placed the entire unit including the shelves in some storage facility awaiting delivery date". After my numerous calls, they scheduled to deliver the unit only to be left waiting twice for an entire day as I paid for staff to sit in my office doing nothing waiting for the delivery. Not once, but twice. I then requested another delivery company who would stop using excuses as to why it had not been delivered. Finally, the company attempted delivery after another two attempts claiming they needed special approval because the vehicle they needed to bring the purchased items didn't have a "Gate Lift" to be able to drop the skid where the items were located. I was asked more than once "do you have a loading dock?" I kept asking myself, if I ever even knew of a funeral home having a loading dock and the shipper and transporter both knew it was going to be delivered to a Funeral Home so why would I have a loading dock?" Finally, it was delivered around mid-January 2021 by another carrier who took the shipment from the first shipper. When I looked at the racks we purchased they were end-loading when I specifically asked for side loading. I was told by AFS that they were going to send over some items which can be placed on top of the existing rollers but it would make them side-loading capable. We waited over two months continuously hearing reasons why it had not yet been shipped. Later, I confirm the reasons were not consistent with the actual facts. According to AFS (I give them credit for accepting responsibility for the mistake) since, they had ordered the wrong ones, the manufacturer (Mobi Medical) was going to ship the new slats the following week to us. Finally, when I kept getting the run-around and extensive excuses as to why I had not received the necessary items, I called the vendor of the actual racks who initially was very courteous and told me, I'm sorry you have experienced such a situation, but were gonna make this right. After that call, it was almost 4 months before receiving the first part of the slats with no instructions, and the parts that were damaged also finally came in, but not without me reaching out 15-30 times. Although I attempted to pay such vendor (Mobi Medical) of the racks, they did not want payment. I had mentioned numerous times (not casually yet clearly) that it was not something they did, AND, I did not think they should be fixing the mess at their cost. After figuring out that four slats per level were needed, I then realized the number of slats sent to the amount needed only to start the process which took over 8 months to get the last results we received. I was willing to pay them directly for the mess made by Affordable Funeral supply and we were short over 30 slats to make ALL the racks loadable from the side. Finally, in the end, I still don't have all the needed slats to make all the levels now over 2 years later. What can a person do when, neither Mobi Medical, nor Affordable funeral supply was appropriately responding, and if one responded it was usually the one who was not telling me accurate facts! The major screw-up created by Affordable Funeral Supply from the inception of this entire mess, but exacerbated further, by the manufacturer Mobi Medical saying it would get resolved and never fully came through. (That's another review I'm working on). All my correspondence and details were documented, thus the reason I am able to remember everything, but ultimately Neither came through with the final items needed to make it right. AFF started the Mess OVERALL! After all the findings where stories from manufacturer to seller on both Refrigeration to the Racks failed to match, AKA Lies, I stopped communication with them when trying to decipher accurate facts to fabrications became less and less productive in our interactions. What is even more aggravating is that I called and when an answering service answered, I requested a call back from the registered owner because It was imperative that I as an owner would want someone to contact me when something of such magnitude was going wrong. Especially when a customer is 30k in a purchase with us, I would do what I needed to to get things corrected as the customer requested. I am still waiting for the call! Oh, but there is more... when we went to build the fridge unit, we realized the height Affordable Funeral Supply ordered would render level 5 of the racks for something less than 4 inches deep. In other words, WRONG HEIGHT, AFF asked me to measure and I gave them the measurements as they requested and yet should have been measured a few inches less to properly allow all the parts to line up and fit under the rafters. Granted this was something AFF did! They know the height of the Racks and how much you need, how much height under the rafters we had and all the specs and measurements were determined by them. The representative from AFS should have been appropriately educated if they are going to sell such units wouldn't you think? I not only had to say, we still had an additional 18 inches we could increase height, gave my ideas and a sketch of what needed to be done. After all, was said and done, I had to contact the manufacturer directly who assisted me to realize what happened. The measurement given to them should have been reduced by a few inches in order for the fridge to fit under the rafters. Since the fridge now didn't fit, that then created an issue where I had to pay a contractor almost 4,000.00 to redo the rafters of the location where it was going to be placed or figure out what I was going to do with this unit which now occupied my entire garage when space was an issue considering the number of cases we were handling due to the pandemic. Since my initial conversation with this company, I was very clear on what I wanted in order to get the accurate cost of such equipment. So as short as I can try to be, not only was the Refrigeration unit ordered the wrong height AND width, the racks were ordered wrong, and an additional rack would not fit due to the wrong width ordered, when I clearly explained in detail what I was looking to do and it was AFF who came up with the plan. About 1/4 of the racks never became usable and the company AFF NOR Mobi Medical, did not resolve the issue. It just kept getting worse and worse and my level of aggravation increased. In all honesty, I really was surprised Mobi medical handled it the way they did. I expected better from them for some odd reason...The fridge was resolved because I worked with the Vendor directly, who was exemplary, and Arctic Refrigeration is A-1 in my book and I will recommend such manufacturer to others. I appreciate their commitment to reaching a formidable resolution. I truly expected better from this company, since I had purchased other items from them (much less of a project) but ultimately it took me this long to leave my reviews because to add insult to injury my health and caseloads had limited me as to the extent of what I can address. Nonetheless, I was very clear and will advise, as I have done since this fiasco began, as to the level of the horrendous experience for an almost 30k investment. It will be passed on to others in my industry and they will not see one additional dime from my company if I can help it. Not because things happen! I can comprehend when things happen, it's life. It was how the entire mess was handled. It was NOT handled with true integrity every step of the way, and overall transparency during a time when Funeral Homes were pushed into the highest level of stress in almost 100 years, we didn't need the additional weight! In the end, this refrigeration unit ended up costing my firm over 17 thousand more by the time I found a reputable, HVAC (REFRIGERATION) company, Contractor for the Rafters, and overall the number of hours invested and the effort in trying to resolve it was beyond compensation! Why I mention installers, because in the beginning I was told if I was willing to read instructions, I can put it together. There is no way in this world someone unlicensed should put such units together with electrical and refrigeration, which should be done correctly! I do not haggle, I do not barter, I get a cost and I pay it if I can handle it, so it wasn't like I came to AFF because of price, I came to them and paid them and In the end, the only person losing is my firm. I know it's a long review, but it was a long year and a half overall invested and now over two years later I'm finally getting to telling my story on my experience with this company! Be wise!

User's recommendation: The smaller things, wellll!

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ID
#4076617 Review #4076617 is a subjective opinion of poster.
Pros
  • Small items
Cons
  • Big projects and planning
  • Executing and transparency
Loss
$10000

Did not receive purchased Item

I paid for my item and have been given the run around for months. And now having problems getting a refund. This is the worst company, worse customer service ever!
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1 comment
#2188233

Same happened to me

ID
#2525578 Review #2525578 is a subjective opinion of poster.
Loss
$800
Preferred solution
Full refund

Did not send products

A terrible company. Pay more somewhere else to ensure youll actually get the products. I cant believe they can stay in business with such a poor shipping system.

User's recommendation: Run.

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ID
#2411636 Review #2411636 is a subjective opinion of poster.
Location
Greenwood Village, Colorado

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Verified Reviewer
New Reviewer

Refuses to give me the eyewash/emergency shower that I paid for

I was placing a large order for a new funeral home start up. I worked with Heather. She is awful! Difficult to get a response from and basically took over the order deciding what she thought I did or did not need. After everything was delivered, I reached out numerous times regarding the missing eyewash/shower combo. Basically, she is insistent that I received an embalming table that I did not receive and refuses to send the eyewash. Shes holding it hostage over a table that I do not have. THE ABSOLUTE WORST COMPANY THAT I HAVE EVER DEALT WITH. I WILL NEVER BUY FROM THEM AGAIN!

User's recommendation: Beware!!!! Don’t do business with these people.

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ID
#2403074 Review #2403074 is a subjective opinion of poster.
Cons
  • Trying to bill for an item not received
  • Heather kuss
  • Heather kuss is very unprofessional
Loss
$500
Preferred solution
Deliver product or service ordered