ComplaintsforPrime Scales

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a wheelchair scale from ScaleDepot.com in July, 2022. Six weeks later I called the company to follow up on the status. Initially they could not find my order, but once found they sent me an email stating it was shipped and provided a UPS tracking number. Since that time, there has been no activity/update on the tracking number which states only a label had been created. I called the company this morning, and again they could not find the order (I gave them the order number). Again, they finally found the order and asked if they could call me back. I asked to hold and after being on hold for quite a while they said they would have to call me back because "she could not find anybody." I told her I wanted to cancel the order and requested my card be refunded. I was told someone would have to call me back. The phone is answered by someone who does not identify as an employee of ScaleDepot and I am starting to doubt the legitimacy of this company.

  Business response

  09/12/2022

  We apologize for the inconvenience.  The shipment was lost in transit, but I did see the response email chain.  

  We can overnight another unit or make the full refund.  Please let us know who way is better for you.

  Thank you!

  Customer response

  09/13/2022

   Better Business Bureau:
  
  I was given two options in the company's reply - ship immediately or receive a refund. Prior to this reply, I was told it was being shipped (most likely before they received the BBB complaint). I would like the scale shipped again, but would like this case to remain open until it is received. I assume you will notify the company of my response? Thank you.

  
  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had previously purchased a scale that they had priced at $1299 on their website for Prime scales. They also run the website called scale depot.com after I purchased the scale for 1299 it went up on prime scales website but they forgot to change the pricing for scaledepot.com so I purchased another three scales add the same 1299 price. They did not realize they did not change the scale on that side and I am assuming they are not willing to offer the 1299 price that was listed on their sister website. Every time I speak to Miss ***** there seems to be nobody else who she can speak to or transfer me to or who is over her to be able to get this figured out all they can keep telling me is the container is in the container is in the container should be here soon it should’ve been there last week from what she was telling me but apparently the container still has not showed up it has been complete run around in order to get To honor the price I at one time spoke to a young man in the office whose name is ****** and he told me that if they did not have them available the website would not have let me purchase the scales. I have no other option but to make this complaint in order to get something resolved and hopefully get them to do the right thing and honor the price that was listed when I purchased. And on the previous scale that I did purchase and received the indicator went out, I called I spoke to Miss ***** they said they was going to send me a new one they still have not so on top of not honoring the price they will not fix The problem of a defective indicator.

  Business response

  03/12/2022

  We have informed the customer that we are going to honor the price but our container was stuck at the Long Beach port for a long time.  We promised to deliver the scales as soon as we get the inventory.

  We should be able to deliver within 30 days, if not earlier.

  Thanks,

  *****

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We've had a number of issues with our transaction with prime scales. 1/17/18, signed a contract and provide a deposit for new Pallet Wrap + Scale Machine & was told via email that "There is a 30 to 40 day Lead time from the day the order is placed". Terms were 50% deposit / 50% at Shipping, 5 Year warranty that covered "entire unit including all internal and external parts." 2/20/18 & 2/23/18 emailed to check on status and was told "We are expecting them in towards the end of next week." 3/12/18 & 3/13/18 emailed again to check on status and was told, "I apologize for the delayed response, The Unit is Expected to be delivered on Thursday." We received the unit a week later. On 5/28/19, 5/29/19, 5/30/19, & 6/3/19 we called and emailed to request service as the machine stopped worked. We got a tech for repairs a week later. 8/2 - 8/10/21 we called and emailed numerous times as the laser stopped working again. We were told today that they don't have techs in area for service.

  Business response

  08/16/2021

  The customer purchased the machine in 2018. It comes with one year warranty.  The warranty expired but we still helped the customer over the phone and offered the free replacement part.

  But the customer insisted a technician going out to repair it on site and refused to pay for the service fee $210.

  Thank you !

  ******

  Business response

  08/16/2021

  The sales rep only offered the parts after the original one year warranty expires. It does NOT include the labor.

  We already offered the free part but the customer rejected.

  Please check the conversation the customer provided. 

  Thank you.

  Edward 

  
  

  P.S. The 5 year parts warranty wasn't officially in our system nor the invoice. But we will still send the parts for free.

  Customer response

  08/16/2021

   I am rejecting this response because:
  
  ******, I would recommend that YOU read the quote from the sales rep.  It states that "As for the warranty it covers the entire unit including all internal and external parts."

  However, as we want to move on from this matter with your company, please ship us the part to the address below and we will hire someone to do the repair.  We will be purchasing our second machine elsewhere.

  
  

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

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

  *********, CA *****

  
  

• Initial Complaint

  07/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On March 13th, 2021, I place an order for a large animal scale (order # ****). The company (Scale *********** ) promised free delivery within 14 days. Not having received the scale by early May, I canceled the order via phone call and email. The scale was delivered on May 28th 2021 despite my cancellation. Return shipping labels were provided and the scale was returned on June 1st. I was told that the purchase would be refunded as soon as I sent the scale back. Since early June, I have called their phone service 6 times (the only way to get a hold of a living person associated with the company) and have been told again and again that the issue would be resolved. Unfortunately, the issue has yet to be resolved and I am still waiting for the refund.

*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. ↩