***** Steele has completely lied to me about the delivery of our products. The Ranks I had purchased never arrived and I was mislead.
My order was confirmed from ***** on June 10th. Below is the correspondence of ***** Steele:
I am showing a date today of 6/27 that it would arrive in Los Angeles. Once they receive the order at factory and begin to work on it (about a week), I will push them to get in a few days earlier if possible.
After this email there has been several emails from my side for updated status, I was never informed in a correct timing manner, and was always told that he would get back to me the following day.
On June 27th I received the following email:
Factory is now saying they do not have enough clear information to begin this order. They are requesting artwork on every single version we are doing, which I can forward to the art dept now but would not be ready until Monday a.m. - at that point they are informing me the next available date that the patches would ship would be 7/8, arriving in Los Angeles on the 11th. As this appears to be a full week past the date you need these by I have to inform you that I do not feel it makes sense to proceed with this order on our end, unless you are able to accept the order at the date I have just mentioned.
Please confirm if order is cancelled or that we are proceeding; if proceeding I need the scan of the rank resent to me with accompanying notes on which ranks on that page are correct and which need to be altered - factory, as I do, need very clear instructions on which way the rank lies in relation to the top (narrow end) of the board.
I am in the office for another hour and a half and will need this information before I leave today.
I accepted the terms as I had confirmed with my client about the items arriving late. Keep in mind this is for a Special Forces Training Exercise in the United States, which has a training set date on the 12th of July.
This is what I received from ***** once again after several status update emails to him:
Just received the two below notes from operations here in Chatsworth and back in China regarding the factory that has your order. Apparently they have been having trouble with electricity and are behind on orders; the shipment that was supposed to have left last weekend has not yet left and delivery here in U.S. has been pushed back a full week. Our database was showing an automated report that production overseas updates daily, but they have been unable to update or contact us since Friday last week. The second email was actually written on Monday, but just received. So we are completely screwed on this order; it is likely this factory has been having issues for weeks as orders have been coming slightly late, but now an entire shipment of hundreds of orders is delayed. At this point continued apologies are just nonsense; other than that the best I could do would be to offer a significant discount when these finally do arrive but now, best case is an order that should have taken 19 days to receive is going to be a full two weeks late.
My company is in hot waters with my client, and we are completely at a loss of words. My client is never wanting to do business with us and now wants a full refund. These type of businesses or at least personnel should never be hired or working for such a business that is in good faith with there customers. As a small business my company and relationship with my client has been jeopardized!
I would like a refund immediately and answers to why I have been mislead.
I would like a full refund and net profits of what I was earning from this sale.
My clients future purchases was alone worth than the net profit of this order!
Reply to Case#XXXXXX:
The details of this order are that the order was placed on June 10th. Later that afternoon our buying dept. requested better visuals of the item as the factory could not make out the details clearly from the scan provided by Mr. ** We sent email notifying Mr. N of that and he responded there was no other version available that was all he could find online.
He then mentions that despite his requests for updates there was nothing from us until the 27th of June, however, there was email correspondence from us to Mr. N on the 20th, 24th, 26th and 27th notifying Mr. N that factory was having issues discerning the correct design. Mr. N actually further complicated the process by giving conflicting approvals on emails dated June 26th at 932 a.m. and then on June 27th at 251 pm. So, at this point, 17 days after the order was placed we nor the factory had a clear idea from Mr. N what was being made and factory then requested artwork on each design and Mr. N was informed of this. He was informed in this email, which he includes in his note to BBB. This email on the 27th clearly informs Mr. N that order, at best case scenario, would arrive on the 11th of July.
On the 10th of July I was informed, as rest of company was that electricity problems in China had caused delay of production and order shipments, delaying his order, which would now not arrive until the 18th of July a week later than customer was told on the 27th of June.
Customer was notified and cancelled the order on the 10th of July; all monies he had paid for production were refunded to him on the 11th of July.
We apologize for any inconvenience caused by the delay but we do not feel based on the chain of events that we should pay Mr. N potential profits on top of already refunding in full all monies paid for production.
**** *****,V.P of Operations