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Complaint Details
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Initial Complaint
01/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered 2 gates and paid in full upfront. Quoted 8 week lead time on all custom gates. After the company failed to deliver within the quoted time frame I requested a refund, but was told they do not offer refunds on any custom orders. It has now been over 7 months and I still have not received the gates, and have attempted several times to cancel/refund the order. They blame the delays on national shortages of material and labor force. Which is probably true, but you still have to have some kind of accountability to deliver the product as promised, or AT LEAST refund the money if/when you fail to do so. I have sent so many emails trying to resolve this and then gave up when they stopped responding to me.Business response
01/06/2022
REsponse to: BBB Case # ******** - GreatFence.com, Inc.
Greetings. I just heard about this issue today and immediately contacted Sharon ********, our national Support Manager. Sharon told me that the last time Mr. ***** contact us was in October of last year. He requested a refund because his order had not shipped yet. She thought it would be shipping soon and we don't refund orders if they have already been fabricated. Sharon told me that October was the last time she heard from Mr. ***** and just assumed that his gates had shipped. And, as I found out today, Mr. ***** gates have not shipped.
I'm terribly sorry about this. Had I known about this issue, I would have contacted Mr. ***** immediately. In any event, I personally, submitted a full, 100% refund back to Mr. *****' credit card (see attached screenshot). It will take 4 -6 days for this refund to appear on his credit card statement depending on how quickly his bank can process the refund.
Our sincere apologies. We're currently living in challenging times with labor shortages and intermittent material delays and GreatFence.com,Inc. strives to provide great products and great service to all of our customers.
Regards,
Ronny *******
Founder & Ownere
GreatFence.com, Inc.
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Contact Information
700 Milam St Ste 1300
Houston, TX 77002-2736
Business hours
Today,Closed
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.