Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello: I received a package containing my order from Rio Grande. When I opened the package there was a clear liquid on several items as well as what looked like bird feces inside the box and on the items. The two jars that contained liquid seemed to be closed and sealed. I was afraid that something was placed in the package, or an animal somehow contaminated the box and that the fluid could be hazardous.
  I contacted Rio Grande and sent them photos. They responded by telling me it probably leaked from the jar of flux. I was told they had had similar problems with the larger jars of flux in previous shipments. They said I should check the jar of flux for leakage.
  I checked the jar and it had indeed leaked. The white past-like flux apparently separates the clear liquid from the thicker paste. Some of the clear flux residue then dried and left the white marks on the box and packaging. Some remained in a clear form in the packaging.
  I was honest and told them I wanted a replacement and would thought that a discount on a future order was not out of the question. I did not make any demands but told them the incident had left me very concerned. I have no idea what is in flux or if it is dangerous. This was scary for me as I had no idea what was in the package.
  The jar with flux had no seal other than the top which screwed down. My previous order of the same type of flux came in a jar with a seal and a lid that screwed down. I included a picture of my old sealed jar of flux. It was a similar but not exact same size with a similar stock number. They no longer sell the exact jar of flux I previously purchased, and I noticed they removed the new size I purchased. I think they removed the new size as it is a hazard to ship these unsealed jars.
  I sent e-mails to Rio Grande which no go unanswered now. I do expect more than just a replacement jar of flux. Rio Grande knowingly was shipping this product without a seal on the jar.

  Business Response

  Date: 02/16/2024

  The customer was contacted and I believe this issue has been resolved to his satisfaction. If this is not the case, we invite him to reach back out to us. Customer was provided a store credit on his account for future use.   

  Customer Answer

  Date: 02/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      The big problem with this resolution is that financially it is appropriate. That being said, I will never be able to feel good about Rio Grande after what happened and the way I was initially treated. It should not have taken multiple e-mails, phone calls and then contacting the BBB for Rio Grande to step up and resolve this situation. I only got resolution after I filed a complaint with the BBB. 
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by a sales rep that if I provided my business registration, I would be allowed to purchase items wholesale. Taking this information, I spent $200 to register my LLC, submitted my registration to Rio Grande, and applied for wholesale. Then Rio told me that it was not enough information and that they needed invoices from my spending at other vendors, clarification of my "role" in the jewlery industry, and sales receipts. I told them I am very small (solo operation) and new company, so do not have formal sales receipts and don't think it is their business who else I am buying from. They then told me sorry, its not good enough.
  
  I would like them to either set me up as wholesale, or refund me the money I spent setting up my LLC because the only reason I paid to setup an LLC was to get access because their customer service rep told me my registration would be enough.
  
  I'm sure they have access to chat logs to look this up.

  Business Response

  Date: 01/23/2024

  To Whom It May Concern: 

  I am Rio Grande's Chief Compliance Officer and received the complaint filed by **** ****** today. Rio Grande has been in the business of supplying jewelers with findings, tools, equipment and various other items since 1944. We have a 'standard' customer level that allows customers to purchase most items. Qualified customers may purchase additional categories of items as a 'wholesale' customer once it has been established that they are in the jewelry business. To qualify as a wholesale customer, they must be a registered business with either a federal employee identification number or be registered with the Secretary of State in the state in which the company operates along with something else to substantiate that the customer is operating a business in the jewelry industry. 

  After looking into this matter, there was a great deal of confusion because of inconsistencies in the documents submitted. The account set up with Rio Grande by **** ****** was established under the name '*** *******'. The documentation submitted to apply for wholesale benefits was under the name ****** ***. We were unable to locate a customer account under the name ****** ***. Because we were unable to locate any sales history for ****** ***, we requested additional information to substantiate that it was operating as a business. We don't require receipts from other suppliers, it is simply one of the options provided to substantiate that he is operating a business. Other options provided by our agent were links to e-commerce websites, a business website, or social media platforms. Had the business names matched, we would have been able to locate the sales history which would have been sufficient. 

  The account has now been set up for wholesale. Please feel free to reach out to me directly with any additional questions or concerns. I can be reached by phone at ***** ******** or via email at ***************************. 

  Sincerely, 

  *** ** *********
  Chief Compliance Officer