ComplaintsforBarnel International

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Barnel Ergonomic Ratchet Pruner (B777) at the ******** ***************** in April 2022 at the House and Outdoor Living show. After about 4 uses a s**** and nut fell off. I was able to find the screw, but not the nut. I looked at Lowes and ********** for a replacement, but I could not find anything that fit. I contacted Barnel on 7/11/22 and was told it requires a metric nut and that they would check with the warehouse to try to ************ nut. I followed up a couple of times, but was told that they havent found anything yet. And today (8/3/22), they suggested that I contact the vendor who was at the event. This tool is new and it was expensive its frustrating that I am unable to use it. And it doesnt seem right that the maker cant simply send me the nut to make this right.

  Business response

  09/02/2022

  I see a photo, but what is the complaint?

  Business response

  09/02/2022

  The nut that the customer is looking for is a metric nut that is manufactured overseas.  Unfortunately because of supply chain issues we do not have that nut available at this time or we would send a replacement nut to take care of the customer.

  As a manufacturer we are not set up to work with the end user.  Because of this we gave the customer the name and contact information of the vendor which she purchased the product from.  The customer refused to contact the vendor to see what they

  could do for her.
  

  Customer response

  09/08/2022

   
  Complaint: 17665149
  
  I am rejecting this response because their response is not accurate.  I never refused to contact the vendor - I don't know why he would say that.  I said that I would try contacting them and I did, but the vendor has never responded back to me.

  If they are unable to provide the nut, I wish that they would replace the idem.  Without the nut this item cannot be used.  

  
  
  Sincerely,
  
  ***************************

  Business response

  09/29/2022

  If we had the hexnut available i would be willing to send her one, but we are having issues receiving them through our supply chain.  If she would like to send me her mailing address, i will send her

  one when we have them available.

   

  Thank you,

   

  *****

  Customer response

  10/17/2022

   
  Complaint: 17665149
  
  I am rejecting this response because:

  I apologize for the late response.  The business replied that they would send a hex nut when they have one available, if they have my address.  They can send it to ******************************************************************************************* 97133.

   

  I would not like to show this issue as resolved until they follow through.

   

  Thank you,

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

  
  
  Sincerely,
  
  ***************************

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