map-marker Portland, Oregon

Worst Customer Service blaming the Customer for defected product

Our company purchased the heat sealer on 10/02/2018. First of all, they lost our credit card information to begin with and said it didn't go through as if we provided the wrong information.

Called 3 days later in order to reassure credit card number, which had no issues whatsoever since they have correct credit card number initially to begin with. On 10/11/2018, we received the equipment. 3 of my team members and myself assemble the heat sealer, in order to test out the unit. Already knew that heat lamp was missing, but main function of this unit itself is the heat-sealing function, therefore, we are testing out to see if it even seals.

Of course, it turned out the unit is already broken. We followed the return procedure and returned the item. Now, this customer service person named, Mark called me back and states that if it's damaged, don't assemble and test out. Claiming that we are the one that damaged the unit.

This company or person doesn't value what customer wants or lost one of the customers, who is willing to purchase something from you. We even switched the fuse to test the functionality of the unit. Lamp was nowhere to be found inside the shipment box either. We took proper procedure to return the item and just asking for the refund or replacement, which after long heated complain, somebody made refund.

That's all there is to it. They are reluctant to even do that and blaming we are the one that damaged the product. That's not how you handle a customer. I wonder if they are even complied with ISO9001 Quality Management System.

Probably not. That's why. Can't even satisfy one single customer, which I ponder their training program as a company.

They have already refunded the amount of the purchase. So, that's not the problem.

However, training in customer service area for the entire company and blaming customer when the problem has occurred and not even trying or willing to resolve the issue is not the way to gain trust and it will hurt the reputation of the company.

Definitely, no more business with this company. Just want to report to BBB and disseminate throughout the country, so that they can train their Customer Service.

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Reason of review:
Poor customer service

Preferred solution: Train your *** employee

1 comment

Forget about the BBB ; they can and will do nothing. You received a refund by your own admission so what is the trouble ?

Certainly they are not ISO9001 ; I don't know of anything as simple as a $455 heat sealer that would be subject to such stringent QC ; I'm familiar with it all (and its predecessors). It was foolish of you to become heated yourself when attempting to rectify the trouble (just another day in Paradise). When you find yourself becoming annoyed, politely end the call and write letters. Serve them via Certified Mail Return Receipt Requested.

Be thorough, be firm, be polite.

State plainly which remedy would satisfy you and that you will allow 7 business days for written reply prior to escalation of your claim. Remember, this is business (at least on your part) and try to keep emotions out of the equation.

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