Business ProfileforRamm Horse Fence & Stalls

Absolutely horrible customer service experience with RAMM! We ordered over $3000 of flexible horse fencing from them and didn’t receive 3/4 of the metal brackets needed to run the rails. Although we believe it was the shipping company that was likely at fault for losing one of our boxes, RAMM was unwilling to send a replacement either before or after the shipping company conducted an investigation and determined the package was lost. Then RAMM held us accountable because we signed for the delivery (not even realizing we were missing a box) in the first place. We have now spent one month trying to resolve this issue while our horses continue to escape the current fencing (that was intended to be VERY temporary), and RAMM does not care one bit. They initially offered to let us REPURCHASE the hardware at a reduced rate plus shipping, then they decided they would instead conduct an investigation (which could possibly have given them a full refund after we would have already paid for a new set), then they decided they would make us pay full price plus shipping after the shipping company determined the package lost and denied responsibility. As the innocent victims in this, we now have to reorder the pieces (almost $700) from them with NO reduced price or we have to find someone else that has something similar. RAMM does not care one bit that we have lost a ton of money over this. They claim it’s 100% OUR fault because we signed for the shipment without checking it thoroughly first. They put the burden solely on the consumer and not only do not care about the financial burden, but they are rude in their responses and literally blame the victim, stating that “unfortunately because you didn’t check well enough, it’s your fault.” By the way, Tractor Supply Carrie’s the fencing and the brackets for less money and free shipping to your home!!

To whom it may concern, We shipped the customer's order via FedEx Freight on 2/8/2022. Each customer receives an email explaining our shipping policy on placement of the order and a second email when the order ships with pictures of how the shipment looks before it leaves our warehouse (for comparison), terms and details of the shipment, and instructions regarding inspecting the shipment for damage and/or missing product before signing for it. Here is a link to the terms of the sale on our website https://www.rammfence.com/terms/ which is provided in the emails above and on our invoices. These are our terms for freight: Delivery and Acceptance Delivery of Goods by the date shown and to the address specified is at Buyer's risk and expense. Dates of delivery of Goods are estimates only. Shipments made within twenty (20) days after a specified date of delivery shall constitute a good delivery. All deliveries are F.O.B. Swanton, Ohio. Buyer shall immediately inspect all Goods once they are delivered to ensure that they conform to the order and, from Buyer’s perspective, are free from any defects including but not limited to claims for shortage. If no claim is made by Buyer within ten (10) days of delivery, it shall be conclusively presumed that the Goods have been fully accepted. Unless otherwise agreed upon in writing, Buyer shall provide all alterations to its facilities necessary to accommodate the Goods. Seller shall not be responsible for any failure to perform caused by unforeseen difficulties, its inability to obtain materials, parts, supplies or labor through its usual and regular sources, interruption of transportation, delays in delivery, government regulations, labor disputes, strikes, acts of God, pandemics, war, terrorism, civil unrest or other causes (whether or not similar to the listed causes) beyond its reasonable control. If Buyer causes a delay, any increased costs required to meet the original or agreed rescheduled supply time are Buyer's responsibility. Upon request, we can provide you photos of the order before it left our warehouse intact. Additionally, we can provide the copies of the actual emails to the customer with all the shipping information that we provided. The Customer's product was delivered on 2/11/2022. The FedEx Bill of lading states 1 pallet, 4 rolls, and 2 boxes. They signed the FedEx bill of lading as complete when the shipment was offloaded at their farm. We sent a follow up email on 2/22 to make sure everything was ok with the shipment with no response from the customer. The customer called on 3/21/2022 approx 38 days after delivery to report that they were missing fence brackets. The bracket box had a value of approx $600. This is outside our terms and FedEx freights terms for filing a missing product claim. Our team investigated and provided video evidence to the customer that her shipment left here with 4 rolls and 2 boxes as the FedEx Bill of lading stated. Additionally, we have photo evidence from the freight carrier that the order was complete at the first freight terminal. In good will we then offered her replacement brackets at 50% off. She refused this and said she was going to share this experience on her large Social media platforms. As a last ditch effort we called FedEx Freight to see if they would run an investigation on the shipment to see if they could determine what happened to the missing box. (Additionally, we do not know if the box was lost during the 38 days the order sat at their home). Their investigation took 10 business days and concluded that they delivered the shipment in full. In the meantime, the customer has used her Social Media platform stating misrepresentation about how we handled this situation in an attempt to cyberbully us into giving her the missing brackets. This has created a negative impact on our family business. We work extremely hard to serve our customers and feel that this was not deserved. We are currently pursuing legal action because she continues to post negative and destructive comments about our company. Because of this we have received messages from others saying they will not purchase from our company. In her own statement to the BBB the customer admitted that this was the shipper's fault, not the fault of our company, RAMM. The customer has stated to us, per her words: 'That’s very ‘unfortunate’ for you as well because we will absolutely be sharing our experience on our very large social media platforms'. Also... . 'You should be ashamed of yourselves. I have already shared our horrible experience on social media and have heard from several families that were planning to purchase fencing from you that now will not be. And we will take our business elsewhere in addition to reporting you to the Better Business Bureau and anyone else that is interested'. Also... 'it's ‘unfortunate’ that you chose terrible customer service because, in the end, it will cost you. We were preparing to order two more massive pastures worth of fencing in the near future, but there is no way we will proceed now. And we will absolutely be sharing this experience on IG, where we have a large community of farmers that follow us' . We will be happy to provide you all of the emails she has sent to us as well as our responses trying to help her. Thank you for reviewing this and again, we will provide you any additional information needed to resolve this review.