Global Industrial

On 9/26/2020, we purchased 2 ladders from Global Industrial. We were excited about these ladders from them, but their customer service is some of the worst we've experienced. The two ladders arrived on 10/21/2020 and were delivered damaged. They were shipped in plastic and as the delivery man brought the package to our door, parts fell on the ground through the broken plastic. The packages are missing pieces, parts broken off the main ladder portion, and visual damage to the ladder makes it dangerous to even use. When we tried to contact Global Industrial several times via email (10/21/2020, 10/24/2020), phone (10/21/2020), their chat (which seems to be always down for anything regarding returns and the sales team just says to call), and Twitter, there has been no response.

We finally filed a PayPal complaint but Global Industrial wants us to pay for the shipping back to them where "The returned merchandise must be in the same condition as when you received it and you're responsible for any costs associated with the return." So we have to pay for shipping to get our refund, get nothing in return but wasted hours and frustration, for something that wasn't our fault? I'm sorry but this is not acceptable, and I am not willing to pay for returning these items because of Global Industrial's poor packaging practices. However, I am more than happy to return everything if Global Industrial would provide a return label. Given that PayPal does not allow for the customer (me) to object to this resolution, I provided no shipment information and my objection as to the labeling, which most certainly will cause further issues in PayPal providing the refund (which I am not sure they will even do now).

Recently, as a result of this decision, we have continued to reach out to Global Industrial via Facebook, email, chat, BBB, and PayPal. We are eagerly waiting a resolution where we receive a full refund. We are more than happy to ship their product back (though it says it is not returnable) if they want their product provided they provide return shipping labels (and even with that I doubt UPS will accept the item as is). Simply, we should not have to pay for something that is not our fault. Global Industrial can file claims against UPS to recuperate their shipping costs and damages to their product.

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Email sent 10/21/2020
Hello,

We received our order which was two ladders. The packages arrived damaged with holes in the packaging, the cardboard with the template is torn on both ladders, the assist pole is missing from one bag, one ladder is missing a plastic part for the bottom of the ladder and the other ladder has mismatched parts which should not be the case on a brand new ladder. As the packages were being taken off the delivery truck parts were falling out and the driver had to keep picking them up and putting them back in. Please get back to us ASAP on how you will remedy this. We are also concerned about parts being weakened or bent if they were continually dropped.

I have attached pictures.

Thank you,
Travis Smith
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Email sent 10/24/2020
Hello,

This is our second email in regards to our order. We received our order which was two ladders. The packages arrived damaged with holes in the packaging, the cardboard with the template is torn on both ladders, the assist pole is missing from one bag, one ladder is missing a plastic part for the bottom of the ladder and the other ladder has mismatched parts which should not be the case on a brand new ladder. As the packages were being taken off the delivery truck parts were falling out and the driver had to keep picking them up and putting them back in. Please get back to us ASAP on how you will remedy this. We are also concerned about parts being weakened or bent if they were continually dropped.

I have attached pictures.

Thank you,
Travis Smith
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INVOICE:
Please Remit To:
GLOBAL EQUIPMENT COMPANY
INC.
29833 NETWORK PLACE
CHICAGO, IL [protected]
[protected]
Invoice No. Invoice Date Customer No.
[protected] [protected]
Order No. Order Date Cust. Phone #
[protected] [protected]-6180
SOLD TO:
REBECCA SMITH
425 MUSKET ENTRY
ROSWELL, GA 30076
UNITED STATES
Total Amount Due Web Order No.
$0.00 DESKTOP
RETURN THIS PAYMENT STUB WITH YOUR REMITTANCE TO INSURE PROPER CREDIT TO YOUR ACCOUNT
...
GLOBAL EQUIPMENT COMPANY INC.
29833 NETWORK PLACE
CHICAGO, IL [protected]
[protected]
FED-TAX-ID: [protected]
Invoice No. Invoice Date
[protected] 10-16-2020
PLEASE REFER TO ABOVE INVOICE NO. WHEN REMITTING
AND WHEN YOU ARE MAKING
ANY INQUIRIES REGARDING
THIS ORDER
SOLD TO:
REBECCA SMITH
425 MUSKET ENTRY
ROSWELL, GA 30076
UNITED STATES
Your Order No: SMITH09262020
SHIPPED TO:
REBECCA SMITH
425 MUSKET ENTRY
ROSWELL, GA 30076
UNITED STATES
Shipped Via F.O.B. Shipping Point Date Shipped Terms
UPS GREENVILLE PA 10-16-2020 Pay Pal
Quantity Stock Number Description Unit
Price
Amount State/Zip To
2 640791 Werner Aluminum Compact Attic Ladder
18"W x 9'10" - AA1510B -
Tracking#:1Z3A87E50373720989
*Please Note: This Item Is Not Returnable.
121.19 242.38 GA/30076
Sub-Total: 242.38
Shipping and Handling: 36.99
Tax: 21.65
Total: 301.02
THANK YOU FOR YOUR BUSINESS.
Please allow 5 - 10 days for delivery
**PLEASE NOTE THE NEW REMIT TO ADDRESS** 29833 NETWORK PLACE, CHICAGO IL [protected]
Please visit www.globalindustrial.com for the latest selection of industrial products on the web at the best prices.
For extended Service Plans, please call [protected].
This purchase is subject to Global Industrial's Terms and Conditions of Sale. Global Industrial objects to any other additional or different terms in your purchase order or acceptance.

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SHIPMENT TRACKING
UPS Tracking Number: 1Z3A87E50373720989
Delivered
10/21/2020 10:47 AM
Delivered ROSWELL, GA
10/21/2020 08:55 AM
Out For Delivery Today Roswell, GA
10/21/2020 08:41 AM
Loaded on Delivery Vehicle Roswell, GA
10/21/2020 03:24 AM
Processing at UPS Facility Roswell, GA
10/20/2020 01:33 PM
Arrived at Facility Atlanta, GA
10/20/2020 04:31 AM
Departed from Facility Jackson, MS
10/20/2020 02:32 AM
Arrived at Facility Jackson, MS
10/19/2020 04:43 PM
Departed from Facility Arlington, TX
10/18/2020 09:19 AM
Departed from Facility Brookshire, TX
10/17/2020 09:00 AM
Arrived at Facility Arlington, TX
10/16/2020 07:40 PM
Departed from Facility El Paso, TX
10/16/2020 06:40 PM
Origin Scan El Paso, TX
10/16/2020 05:25 PM
Shipper created a label, UPS has not received the package yet.,