ComplaintsforUline

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had an account with ********************** for over two with good business credit. Place an order for under $1,000 and I get a call saying the I have to pay $800+ as a partial payment because I previously only placed two orders for very low amounts. I feel that Im be singled out and discriminated on because of my ethnicity and Muslim name. I say this because I have a net 30 account with this company and was never given a balance until today! Which is very odd. I was told is was only $100 which is outrageous. I then asked for a manager or supervisor from the agent named ***** and he assured twice that he was getting his manager only to transfer me to another customer service agent that he said was a manager. He purposely lied and I have it recorded and Im willing to use in court as evidence. Ive never heard of a net 40 account that you are not given an account limit to use for the purchase of products. Why am I just being told after two years no emails letters calls or text explaining this. Its only because I placed a new order totaling $900+ under $1,000 so now they feel as if Im not responsible to pay when its never been a payment issue and they never told me the proper account information

  Business response

  03/06/2024

  The order in question was held by our ***************** due to lack of business and commercial trade information.  There were also indicators that could present risk and/or fraud, which necessitated prepayment.

  Indicators: Billing address differed from the D&B address.  D&B report included a note of potential fraud.

  While we understand the customer was upset, we cannot offer payment terms other than credit card.  We recommend customer follow up with D&B for more information.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See details of issue attached (as well as supporting documentation).

  Business response

  02/07/2024

  This complaint is for ****** refrigeration Phone Local: ***************.  Please reassign to correct company. 

  
  Address
  ***************************************
  *********, ********* 53223
  Phone
  Local: ***************
  Email
  Sales: ****************
  Service: ******************************

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

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I BOUGHT A INTERNAL FENCE, THEY PROMISE DELIVERY NEXT DAY.THEY DID NOT SHOW UP THEN I CALLED COMPANY AND TOLD THEM I HIRED CONTRACTORS I HAVE TO PAY THEM THEY GIVE SOLUTION PAY EXTRA WE WILL DELIVER SAME DAY , I ACCEPT THEIR PROPOSAL , THEY CHARGED ME ***** MORE .THEY DID NOT DELIVER AGAIN.THEN THEY SHOW UP NEXT MORNING **** AM WE OPEN AT 10.00.I HAD TO PAY CONTRACTOR ******,TWICE THEY CUSTOMERS SERVICE PEOPLE SO RUDE AND UNFROFESSIONAL THEY SHOULD PAY ME 4 ****** I LOST BECAUSE OF THERE FAILURE NOT TO DELIVER AS PEWR THERIR WORD

  Business response

  12/28/2023

  The original order was placed on 12/19, but was held overnight by our ***************** due to possible fraud. Order was released on 12/20.  Customer wanted order to deliver 12/20 and Uline offered to look into same day options but declined to pay the courier fees.  Customer declined to pay the same day rate of $973.52 and agreed to standard, one day delivery, with ***** Freight.

  ***** Freight delivered the order on-time on 12/21 at 10:13am.  

  Our CS team has since reached out to this customer, confirmed he received the item, and issued a full shipping credit of $60.39.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got a 60 days past due notice today. I contacted Uline to tell them I processed a payment with a valid, and funds available card on the 16th of November. At uline's 45 day **** that makes no sense. I was actually 25 days past due since the due date was October 22. ******** law states that 30days after the "due date" is considered delinquent. I made the payment immediately after receiving the email notification. Fast track till today on the 27th of November I received another email (Provided) saying I was 60days "past due". "Due" would be when its owed "past" means the date after being due. So at this point its only 35 days. I called uline to get this mess figured out. The agent tried to get me to admit blame. Clearly this is a 100% uline issue and I made the payment through ulines website(Provided) as advised by the agent I called that day. Uline sent me nothing saying that the payment was not processed or any issues. Then when I spoke to the agent they told me they would not tell me anything. In my honest opinion is negligent business practices if this re**** from the agent is true. I was then told a completely different card number was processed from the one I entered. This card has been cancelled for at least 2-1/2 to 3 months prior to payment. I spoke to a supervisor and was told they processed the correct card not the old one??? This correct card has no issues with funds or holds since I use this card all the time and $110.25 is a minuscule purchase.Resolution:I expect Uline to backdate this issue to the 16th of November as being paid in full and Report this account accordingly. They use US credit services I have no way of contacting or getting a report from. Uline has made it clear they are going to continue to be negligent, and not do anything to report the revised information to the credit agencies. So this is why the report was created. If this issue is not rectified I will be conducting business else ware and this issue will be escalated.

  Business response

  11/28/2023

  We have reached out to this customer to advise the payment date on this invoice will be changed with reporting agencies to 11/16/23.  Customer was happy with the follow up and appreciated our actions.

  Customer response

  11/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an 8-foot cedar A frame picnic table on April 6, 2017 Model H-2564C from Uline. The listing in the catalog indicated that it was UV-protected plastic wont rot, splinter or crack. Withstands harsh weather. Within 3 years the tabletop started cracking at the bolts and now all three planks that make the tabletop are cracked some in more than one place. I tried gluing one of the more severe cracks, but it did not help. This product is not holding up to the claims in your catalog. I have the unit in my backyard and have no children at home, so it is rarely used and is more of an ornament. I feel that Uline should provide me with three replacement planks for the tabletop. I reached out to Uline 9/8/2023 as the item listing in their catalog states that it will not crack. I received a response from them in a few minutes after indicating that the warranty on that table is only for 1 year and that I can order boards at $106 each. I believe that since their catalog states that it will not crack and all 3 boards have severe cracks, that they should replace these boards at no additional cost to me.

  Business response

  09/19/2023

  We have issued credit for the replacement top ordered in May of 2022 and sent a new top at no cost.  Customer was appreciative of the response.

  Customer response

  09/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They responded very quickly and shipped a replacement table top at no charge and issued a refund for the replacement panel that I had purchased that had also developed cracks.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Uline is poorly managed and doesn't have the right systems in place to make delivery smooth and headache-free. Their support is argumentative and sassy when it comes to understanding issues. They harassed us with their useless product catalog for months before finally stopping. It required us to call and be upset 4-6 times asking them to stop sending us useless advertisements in the mail. We had an order that was to be delivered today. Neither Uline or the delivery company had the decency to give us a heads up thins morning with an estimated time or time window the driver would be here. The driver shows up at a random time and calls us. We missed the first call and called back within 10 minutes only to be placed on hold for 25 minutes before their sassy dispatch said the driver was too far to go back. We had missed our important delivery. We asked why they don't have the driver or dispatch or someone send out texts, emails or calls every morning giving customers a heads up that their order will be delivered at a timeframe such as ****PM like all other delivery services such as food delivery, mattress delivery or even taxis. They got sassy and said that's never going to happen and that they expect their customers to always be ready to take delivery of their order at random times during the day or be okay with the driver leaving within a couple minutes of waiting. We used Uline because it looked to be fast and simple to order from but due to all the back-and-forth, poor delivery experience and poor communication it makes more sense to order our supplies directly from where they get it from which is *****. It's cheaper anyway and we don't have to be disrespected by ***** and useless support telling us it's too hard for them to give us an estimated window of when order will be delivered. They have no respect for our time.

  Business response

  08/29/2023

  Customer placed an order and selected to ship with an LTL (freight) carrier.  Calling ahead is not a ******************. We offered to set up his address for a delivery appointment, which would entail carrier calling to schedule a delivery the following business day, and he declined as it will add one day to the lead time. A full shipping credit was also issued.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company sends huge hard copy catalogs (375 pages), destroying trees with no concern for the environment. Three times I have called this company to request that they remove me from their hard copy mailing list. (I am one woman who can purchase online). Since ULINE has an online presence, ULINE should discontinue printing these huge hard copy catalogs as many other companies have done in the interest of preserving trees and the environment. They have ignored all three requests. I see why they have a low BBB rating.

  Business response

  08/14/2023

  Located customer's address and have suppressed any future mailings of the catalog.  Customer will no longer receive mailings from Uline.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a net 30 account with ******************** and I was late once on payment because of medical reasons. I did eventually pay full amount. I go to use my net 30 uline account to purchase envelopes and I was called the following day and asked to prepay on a net 30 account. I feel as if Im being discriminated against. I spoke with ***** in the credit department and he stated that everyone who misses one payment automatically going into a prepaid account. Which was an actual lie!

  Business response

  08/11/2023

  Only one order was placed on this customer's account and it took 3 months, and several attempts, to collect payment. Payment was received 69 days late.  As the only order on the account, the customer was advised a prepayment would be required on the next order as the account history was poor and credit scores indicated a higher risk.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Uline regarding their unclear return policy, which has caused significant financial loss for our small company.In March, we placed order ******** totaling $5,007.34 with Uline for a flammable cabinet to see if it would meet our needs. Before ordering, we carefully reviewed Uline's return policy online and confirmed the policy with a representative. After receiving the cabinet, we tried it out for a week but unfortunately, it did not meet our needs.When we attempted to return the product, Uline claimed that the cabinet had been used and had minor scratches and dents. While these imperfections are to be expected with a product like a flammable cabinet, Uline stated that we would either have to take the cabinet back, have it destroyed, or be charged the full amount.When we asked for clarification on their return policy, we were informed that it was not a written policy and that we could only take the options offered or pursue legal avenues. This lack of transparency and vague policy has resulted in significant financial loss for our small business.We would like to request that Uline revise their return policy to be more clear and concise to prevent this from happening to other small businesses. We hope that the Better Business Bureau will help to bring attention to this issue and encourage Uline to improve their policies and customer service.

  Business response

  04/21/2023

  Returned items must be in resellablecondition.  This product had been used.  It was returned to the customer on April *******.    

  Customer response

  04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am attaching the Uline terms and conditions they have on their website. It does not say "resalable" condition anywhere on this document.
  
  Regards,
  
  *******************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Subject: Unfair and Deceptive Shipping Practices by Uline Dear Better Business Bureau,I am writing to file a complaint against Uline, a company that specializes in shipping supplies and equipment. I have experienced unfair and deceptive practices while making a purchase on their website, and I believe these practices go against the BBB's policies for ethical business conduct.On April 7, 2023, I placed an order on the Uline website for an item that cost $70. During the checkout process, I was not given the opportunity to review or input a shipping address. Moreover, the system automatically completed my transaction without allowing me to view the shipping costs beforehand. To my dismay, I was charged an exorbitant shipping fee of $127, nearly double the cost of the item itself.Upon realizing this issue, I promptly contacted Uline's customer service department, within just five minutes of the transaction. However, I was informed by two separate representatives that the item had already been shipped, and they were unable to provide any assistance or remedy for the situation.I believe that Uline's practice of not disclosing shipping costs prior to order completion is predatory and deceptive, taking advantage of customers who may not be aware of the excessive shipping fees until after they have already been charged. This type of conduct is not in line with the ethical standards that the BBB promotes and encourages among businesses.I kindly request that the Better Business Bureau investigate this matter and take appropriate action against Uline to prevent further instances of deceptive practices. I also seek your assistance in finding a fair resolution to this issue, including a refund of the excessive shipping charges or an acceptable alternative solution.Thank you for your time and consideration in addressing my concerns. I trust that the BBB will help to ensure that Uline upholds the highest standards of ethical conduct in their business practices.****

  Business response

  04/11/2023

  We educated the customer where they can view ******************** charges on our website and credited them for half of the charges.

*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. ↩