ComplaintsforSim Supply, Inc.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 9th I placed an order for an item on SIM Supply's website. SIM's website showed SIM Supply had hundreds of units of the item in stock. This seemed to be a relief, because previously, I placed an order with a different vendor (Zoro) for the same item. That vendor informed me that they would not be able to ship the item on time and offered me a full refund, which I happily took because I needed the item for a customer of mine before that vendors ship date. Within a few minutes of placing the order with SIM, I called SIM to ask for a shipping estimate. They informed me over the phone that, despite listing hundreds of units in stock, they actually don't have any stock, that the item is a "marketplace" item on their website, meaning that the item is actually shipped by the different vendor (Zoro) I previously ordered from who wasn't able to ship on time. Incredibly frustrating that SIM lists hundreds of the item in stock. I told the SIM employee I was speaking with over the phone that I cannot wait because I have a customer who needs the item immediately, and the SIM employee said she would cancel the order. That was within minutes of placing the order. Today is the 15th of December, nearly a week since the order was supposed to be canceled, and my credit card has been charged and the order hasn't been canceled. So I called today, I spoke to Brad and he said he would "put in a request to cancel the order". Not acceptable, because the different vendor (Zoro) had absolutely no problem giving me an immediate refund. I suspect that SIM is willfully neglecting to cancel the order out of greed, hoping that I'm not able to return the item so they can keep the money. I am demanding that SIM cancels the order, just as Zoro had no problem doing so, and giving me a full refund. Additionally, I recommend that SIM reviews federal law: 16 CFR Part 435. SIM states "Most orders will ship in 2-3 business days.". It has been longer than 3 business days, where is my refund?

  

  Business response

  01/19/2022

  This item went out of stock after they ordered, not really a lot to it.  They ordered from our website and the stock updates can lag several days behind due to the supply and demand issue in the United States.  Sim Supply does it's best to keep our inventory real time as close as possible but we are dependent on information from manufacturer's and other portals.  

  This is a common occurrence especially since COVID has been impacted all areas the last 2 years.

   We are sorry for the item that has caused tin this area but some things are out of our control.

   

  Thank you for submitting your concern.

   

  Ron *****

  President/CEO

  Customer response

  01/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16366967. Per BBB's procedures, I "accept" the response, but still not happy with this company.
  
  I'm not impressed with the lie and several grammatical errors in Sim Supply's response.  "it's", "manufacturer's", "caused tin this". The low effort put into writing their response and their patronizing tone in this response and their responses to other customers shows how Sim Supply doesn't really care.
  
  "This item went out of stock after they ordered". Again, the day I placed the order and then inquired about when the order would be shipped, an employee at Sim Supply told us the item was out of stock, and Zoro (the actual shipper of the product) told us it was out of stock before we ordered, and now the CEO of Sim Supply is trying to tell us otherwise? "not really a lot to it", and now he's trying to minimize the issue instead of taking proper responsibility.
  
  "stock updates can lag several days behind", yet the stock showed over four hundred units in stock. If it showed less than ten in stock, not acceptable but understandable. Hundreds shown in stock? Egregious negligence.
  
  "This is a common occurrence especially since COVID has been impacted all areas the last 2 years." There are plenty of other "marketplace" resellers on the Internet who have no problem maintaining accurate real-time stock, even during COVID. Indeed, this has been going on for the last two years, most people have figured out how to deal with it by now. Now that we've figured out the type of company Sim Supply is, we will be avoiding them at all costs. The refund was terribly delayed but we finally got it, so our business is done with them. I don't want to hear any further communication from them.
  
  
  

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