Public Mediation

ALLTIMETOOLS.COM-Dispute-#2042329

G. C. vs. Alltimetools.Com
20770 US 281 HWY N Suite 108, San Antonio, Texas, 78258, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Alltimetools.Com
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 2042329
    • Amount Involved: N/A
    • Filed On: Oct 10, 2012
    • Posted On: Oct 21, 2012
    • Complaint(s):
      • Bad business practices
      • Problem with a product
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"My wife ordered me a P-2103 Excel 26" tool chest and roller cabinet combo for my birthday from alltimetools.com and after opening the box to assemble it I noticed that the top and bottom boxes were heavily damaged to the point where the top drawers wouldn't even open. It was odd because the packaging did not look to be very damaged. We called the alltimetools.com to let them know about the damage and they told us that there wasn't anything they could do about because our children's baby sitter had signed a BOL, Bill of Lading, stating that she received the items in good condition. ALLTIMETOOLS.com said that the BOL was a legal document and relieved them from any liability. Alltimetools.com did send the following statement in an email.

" This is a very unfortunate situation. We were told someone else signed the BOL without inspecting the contents prior . We will start the claim process as a special favor, but please note we have nothing to do with the results of the claim. In our experience if someone signed for it, the claim will be denied. But we are more than happy to start the process, please note this process can take up to 6 weeks".

Alltimetools.com was not at all concerned about the damaged parts that they sent me and their only concern was to make sure that that they were not held liable. It is companies like Alltimetools.com that give retail companies a bad reputation.

I would not recommend alltimetools.com to any of my family or friends and would think twice before you order from them."
...
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What Claimant Wants Hide
Non-Cash
What By When How Much
1. Replace: Replace damaged toolboxes at no cost to me. Oct 19, 2012 N/A
Cash
1. Other – Copy claim to regulators Oct 19, 2012 $14.95
2. Other – Pay for claim posting cost Oct 19, 2012 $7.95
3. Other – Physical delivery charges Oct 19, 2012 $2.99
Just make me happy!
Claimant invites ALLTIMETOOLS.COM to make a fair offer to resolve this complaint.
Cash total : $25.89
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Our Customer ordered a tool box, and the toolbox left our warehouse in perfect conditions (as always), and the signed the bill of lading accepting that they received the items in perfect condition. Indeed the BOL is a legal document. The damage was made by the freight company or the customer.
    On October 1st, we received an email from Kim Chandler (we assume it’s the wife). Please read below:
    “Hello. I called this morning to discuss trying to return the damaged goods. I was told that there was nothing that your company could do and that I would have to take it up with the freight company. I called them and they said that you need to file a claim form with Vision Express, they will pick up the damaged goods and determine if it was their fault or not. So, I need someone to assist me with filing a claim with Vision Express.
    Thank you.
    Best regards,
    Kim Chandler “
    After receiving this e-mail from Kim Chandler, the company immediately we opened the claim with Vision Express. We need to remind our customer that freight claims can take up to 6 weeks to resolve, and there is nothing we or you can do to speed up the process. We invite you to be proactive as well, and call the freight company to ask how the claim process is going? If All Time Tools.com and the Chandler family does it, maybe the verdict will be given earlier.
    On our product page we show the following message “This tool box has Special Delivery Instructions”
    As a proof, please go the product ordered by the Chandler family:
    http://www.alltimetools.com/p-2103-excel-26-tool-chest-and-roller-cabinet-combo.aspx
    This message is a hot link to our detailed delivery instructions section: http://www.alltimetools.com/t-DeliveryReceivingInstructions.aspx
    On our e-mail receipt confirmation & tracking information we for the THIRD TIME show the delivery instructions where we instruct the customer to inspect the item(s) before signing the bill of landing. We can submit a print screen of the Chandler’s family receipt, to confirm this information.
    This is the information we send on our order receipt and tracking information:
    “IMPORTANT NOTICE - Inspect all shipments upon delivery. Notify us immediately of any problems. Save all packaging materials. Delivering and receiving your item(s) it’s one of the most crucial parts of the shopping process. We want to make sure everything goes exactly as planned, and therefore we urge you to please read these instructions to ensure a happy transaction for both parties Delivery Instructions
    Product must be inspected at time of delivery for freight damage before signing. When shipment is accepted by customer, All Time Tools will not be liable for freight damage or missing parts.”
    We also send the link to our detailed delivery instructions: http://www.alltimetools.com/t-DeliveryReceivingInstructions.aspx
    Also all of our tool boxes packing have a BIG RED label instructing the customer to inspect the item and to sign the bill of landing if the item is in perfect condition ONLY.
    We inspected the product before shipping it to the customer, and customer’s nanny signed bill of landing accepting that she received the product in perfect condition.
    As a courtesy to our customer we filed a claim with the shipping company (Vision Express) , they can take up to 6 weeks to give us a resolution but because they have proof that they delivered the product on perfect conditions it is highly possible that they will deny the claim.
    Vision Express claim number: 22529
    Original order number: 108677
    Shipped with: Vision Express
    Original tracking number: 020967401
    Price paid for the item: $583.66 not $600 as the customer claims. This includes free shipping
    Link that shows that the BOL was signed: http://www.visionexpressltl.com/DesktopDefault.aspx?&tabid=77&_p=020967401
    "

This claim will remain posted until resolved.

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