Refrigeration Hardware Supply

★☆☆☆☆
  • 632 Foresight Cir

    Grand Junction, CO 81505

    Map & Directions
  • 970-241-2800

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In June, we ordered six stainless steel cooler doors from the Grand Junction branch of Refrigeration Hardware Supply Corp (aka RHS or RHSC) totaling approximately $2000, not including shipping. This is for our largest account (Applebee's Restaurants) as we service all of their stores in our area. The shipment we received included three right-hand doors and two left-hand doors. Each door was individually wrapped in bubble wrap and encased in its own cardboard box. Upon opening all of the individually packaged doors, we found that one of the right-hand doors (which was packed between the other four doors) was damaged. This damage was obviously caused by the manner in which it was packed, due to the included hardware for the door (such as the steel handle). The damage was a dent, and was consistent with the sharp edge of the steel handle, which was not packaged in its own box but thrown haphazardly in the cardboard box with the door. There was no damage to the box the doors were shipped in, nor was the bubble wrap on that door disturbed in any way.

When we called the company, we let Amy Evans and Steve Hendrick know about the damage, and they told us to ship the damaged door back, which we did. We never received credit for that door, and were still waiting for the back-ordered left-hand door along with a replacement door for the damaged one. I emailed the company and let them know how unsatisfied we were, and I also spoke with Marshall Thompson. He said he could not issue us credit until they receive credit from UPS for the damage. I argued with him (to no avail) that UPS did not damage the door. It was damaged by their packaging. They ignored this concept and still have not credited us for the damaged door.

The very next day we received the back-ordered door and a replacement for the damaged door, for which they charged us again, instead of just sending us a replacement. This time BOTH doors were damaged, with the same type of dent, and again, no damage to the package itself, just the contents. I spoke to Marshall Thompson again and he insisted again that we would not get credit or replacements until they got the money from UPS. And again, this damage was not caused by UPS, but in the way the doors were packaged in the first place. They arranged for UPS to inspect the doors, and they were picked up by UPS the next day.

I then spoke to Amy about replacing the doors but said I wanted the doors inspected before they were shipped out to us to help prove the damage was caused by the packaging. There was no damage to the doors, and she admitted that this time she would unpack everything and send the hardware in a separate box for each door, since it could be causing the problem. I pointed out that she had just confirmed their company's fault in this matter, and yet they are putting the blame on UPS, which is fraud. In addition, they have left the responsibility of the credit to UPS, rather than giving us the credit first and then taking it up with UPS as a company (which again, they shouldn't be doing in the first place).

I spoke to Amy today to tell her we will not order more doors from them because they will charge us, and asked that the damaged doors be returned to us from UPS so we can at least service our customer. She replied that all of the doors are in their possession. So, as of today, we are still owed approximately $1000 not including shipping, and we have no doors, not even damaged ones.

I'm sure I don't have to tell you that this is not the way a reputable company does business. I am furious with the entire situation and I have filed a formal complaint with the Better Business Bureau in Grand Junction CO, as well as reporting them to UPS for fraud. I am also looking into contacting their state and local government, and their local media, regarding this issue.

1
★☆☆☆☆

In June, we ordered six stainless steel cooler doors from the Grand Junction branch of Refrigeration Hardware Supply Corp (aka RHS or RHSC) totaling approximately $2000, not including shipping. This is for our largest account (Applebee's Restaurants) as we service all of their stores in our area. The shipment we received included three right-hand doors and two left-hand doors. Each door was individually wrapped in bubble wrap and encased in its own cardboard box. Upon opening all of the individually packaged doors, we found that one of the right-hand doors (which was packed between the other four doors) was damaged. This damage was obviously caused by the manner in which it was packed, due to the included hardware for the door (such as the steel handle). The damage was a dent, and was consistent with the sharp edge of the steel handle, which was not packaged in its own box but thrown haphazardly in the cardboard box with the door. There was no damage to the box the doors were shipped in, nor was the bubble wrap on that door disturbed in any way.

When we called the company, we let Amy Evans and Steve Hendrick know about the damage, and they told us to ship the damaged door back, which we did. We never received credit for that door, and were still waiting for the back-ordered left-hand door along with a replacement door for the damaged one. I emailed the company and let them know how unsatisfied we were, and I also spoke with Marshall Thompson. He said he could not issue us credit until they receive credit from UPS for the damage. I argued with him (to no avail) that UPS did not damage the door. It was damaged by their packaging. They ignored this concept and still have not credited us for the damaged door.

The very next day we received the back-ordered door and a replacement for the damaged door, for which they charged us again, instead of just sending us a replacement. This time BOTH doors were damaged, with the same type of dent, and again, no damage to the package itself, just the contents. I spoke to Marshall Thompson again and he insisted again that we would not get credit or replacements until they got the money from UPS. And again, this damage was not caused by UPS, but in the way the doors were packaged in the first place. They arranged for UPS to inspect the doors, and they were picked up by UPS the next day.

I then spoke to Amy about replacing the doors but said I wanted the doors inspected before they were shipped out to us to help prove the damage was caused by the packaging. There was no damage to the doors, and she admitted that this time she would unpack everything and send the hardware in a separate box for each door, since it could be causing the problem. I pointed out that she had just confirmed their company's fault in this matter, and yet they are putting the blame on UPS, which is fraud. In addition, they have left the responsibility of the credit to UPS, rather than giving us the credit first and then taking it up with UPS as a company (which again, they shouldn't be doing in the first place).

I spoke to Amy today to tell her we will not order more doors from them because they will charge us, and asked that the damaged doors be returned to us from UPS so we can at least service our customer. She replied that all of the doors are in their possession. So, as of today, we are still owed approximately $1000 not including shipping, and we have no doors, not even damaged ones.

I'm sure I don't have to tell you that this is not the way a reputable company does business. I am furious with the entire situation and I have filed a formal complaint with the Better Business Bureau in Grand Junction CO, as well as reporting them to UPS for fraud. I am also looking into contacting their state and local government, and their local media, regarding this issue.

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In June, we ordered six doors from totaling $2000. Each door was individually wrapped in bubble wrap and encased in its own cardboard box. We found that one of the right-hand doors was damaged obviously caused by the manner in which it was packed, due to the included hardware for the door (such as the steel handle). The damage was a dent, and was consistent with the sharp edge of the steel handle, which was not packaged in its own box but thrown haphazardly in the cardboard box with the door. There was no damage to the box the doors were shipped in, nor was the bubble wrap on that door disturbed in any way.

They told us to ship the damaged door back, which we did. We never received credit for that door, and were still waiting for the back-ordered left-hand door along with a replacement door for the damaged one. Marshall Thompson said he could not issue us credit until they receive credit from UPS for the damage. I argued that UPS did not damage the door.

The very next day we received the back-ordered door and a replacement for the damaged door, for which they charged us again. This time BOTH doors were damaged, with the same type of dent, and again, no damage to the package itself, just the contents. I spoke to Marshall & Amy again and he insisted again that we would not get credit or replacements until they got the money from UPS.

Amy then admitted that next time she would unpack everything and send the hardware in a separate box for each door, since it could be causing the problem. I pointed out that she had just confirmed their company's fault in this matter, and yet they are putting the blame on UPS, which is fraud. In addition, they have left the responsibility of the credit to UPS, rather than giving us the credit first and then taking it up with UPS as a company.

I'm sure I don't have to tell you that this is not the way a reputable company does business.

0
★☆☆☆☆

In June, we ordered six doors from totaling $2000. Each door was individually wrapped in bubble wrap and encased in its own cardboard box. We found that one of the right-hand doors was damaged obviously caused by the manner in which it was packed, due to the included hardware for the door (such as the steel handle). The damage was a dent, and was consistent with the sharp edge of the steel handle, which was not packaged in its own box but thrown haphazardly in the cardboard box with the door. There was no damage to the box the doors were shipped in, nor was the bubble wrap on that door disturbed in any way.

They told us to ship the damaged door back, which we did. We never received credit for that door, and were still waiting for the back-ordered left-hand door along with a replacement door for the damaged one. Marshall Thompson said he could not issue us credit until they receive credit from UPS for the damage. I argued that UPS did not damage the door.

The very next day we received the back-ordered door and a replacement for the damaged door, for which they charged us again. This time BOTH doors were damaged, with the same type of dent, and again, no damage to the package itself, just the contents. I spoke to Marshall & Amy again and he insisted again that we would not get credit or replacements until they got the money from UPS.

Amy then admitted that next time she would unpack everything and send the hardware in a separate box for each door, since it could be causing the problem. I pointed out that she had just confirmed their company's fault in this matter, and yet they are putting the blame on UPS, which is fraud. In addition, they have left the responsibility of the credit to UPS, rather than giving us the credit first and then taking it up with UPS as a company.

I'm sure I don't have to tell you that this is not the way a reputable company does business.

Pros: None

Cons: UPS Fraud

 

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