ComplaintsforSteelwater Gun Safes

• Initial Complaint

  05/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received safe as promised but there was damage to the box. I took pictures of the box as instructed. I unpacked safe with driver there as instructed. Noticed a large dent and scratch on the safe. Driver told me that he noted his paperwork. I accepted safe because the dent would not affect the safe and I was told I could make a claim to get reimbursed for the damage. Driver left and didn't ask for me to sign anything. So I immediately sent the pictures to Steelwater. They offered me $125. I said that wasn't acceptable. They said that was their final offer and if I didn't want it that I could return the safe. So I chose to return the safe. I was then told to repackage the safe in the original packing and move it so it was easy for the driver to get it. I informed them that I was instructed to remove the packaging and that they needed to package and move it because it was there mistake. I have not heard back from them after that. I'm willing to keep dented safe but not for $125 off.

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/05/24) */ The customer is refusing to return the safe as per our return instructions. We have offered a full refund upon return and have send the customer the return instructions as per our return policy displayed on our website. We cannot refund the customer in full until the item is returned. Consumer Response /* (3000, 7, 2021/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Steelwater is asking that I repackage a 700lb safe in the ORIGINAL packaging that they had me open. This isn't a small package. They know that your average person cannot complete this task. I want to return the damaged product but they refuse to come package it and move it. Business Response /* (4000, 9, 2021/05/26) */ We are only asking that the customer return the item back to our location as per our return policy that is displayed on our website and pasted below. We will not charge any shipping charges or a 15% restocking fee so the customer will get a full refund. I am not aware of any other product, regardless of weight, that will have someone come out to a location, repackage the item, and remove it from the residence. Please read over the return policy that is displayed on our website: RETURNS Unsatisfactory returns will be accepted for a period of 14 days from the day the safe is received. All safes must be returned in the original box with all packaging material, they also must be properly secured for shipping to help prevent any damages while being returned to the warehouse. All returns must be properly packaged and placed in an easily accessible area, not inside the house, in order for the freight carrier to pick up the safe. Customers will be responsible for all shipping fees to the address of delivery and shipping fees back to the warehouse. Please note that all fees paid for the installation of a dehumidifier are non refundable. All returns are subject to a 15% restocking fee. Additional fees may be assessed if a safe is not returned in the original packaging and/or has been damaged during the return shipment back to the warehouse. At no time will Steelwater Gun Safes be responsible for the removal, installation, or packaging of any safe that is being returned for any reason. All charges will be determined by Steelwater Gun Safes but will be fair and considerate to the buyer. Consumer Response /* (3000, 11, 2021/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im apparently not going to win this. All I wanted was to return my safe that was damaged. I opened the safe to inspect at their request. Then Im told that I have to use all the original packaging.....that was damaged and repack the safe and per their return policy, additional fees may be assessed if a safe is not returned in the original packaging and/or has been damaged during the return shipment back to the warehouse. Why in the world would I chance packaging this item at the risk of getting even more charges for their mistake. I just wanted the company to do the right thing. Terrible customer service. I don't recommend buying from this company. Do yourself a favor and buy a ********* Business Response /* (4000, 13, 2021/05/28) */ RETURNS Unsatisfactory returns will be accepted for a period of 14 days from the day the safe is received. All safes must be returned in the original box with all packaging material, they also must be properly secured for shipping to help prevent any damages while being returned to the warehouse. All returns must be properly packaged and placed in an easily accessible area, not inside the house, in order for the freight carrier to pick up the safe. Customers will be responsible for all shipping fees to the address of delivery and shipping fees back to the warehouse. Please note that all fees paid for the installation of a dehumidifier are non refundable. All returns are subject to a 15% restocking fee. Additional fees may be assessed if a safe is not returned in the original packaging and/or has been damaged during the return shipment back to the warehouse. At no time will Steelwater Gun Safes be responsible for the removal, installation, or packaging of any safe that is being returned for any reason. All charges will be determined by Steelwater Gun Safes but will be fair and considerate to the buyer.

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