In listening to the customers recorded phone call with the agent, we realize that the agent did make confusing statements that the unit was due to arrive 1/5 but then said it was in stock and could not ship due to the holiday. On 12/24 the customer posted aggressive comments on Facebook and filed this BBB complaint.
#Highland park lapidary full
Customer was very unhappy and at that time we offered to refund the customers full payment however they did not want a refund. On 12/21 the customer was informed that the 12/23 shipment was delayed until 1/5. According to Maersk ports of entry up and down the seacoast have experienced greater than 30% reduction in staffing due to COVID.
On 12/21 we were informed by Maersk (shipping carrier) that the container scheduled for 12/23 had been moved to another vessel and would not be arriving Boston until 1/5. On 12/18 the customer paid balance of unit online in anticipation of arrival of units to Boston 12/23. On 12/11 customer was updated that units were due to arrive 12/23 and the balance would need to be paid. The member who made the purchase on the behalf of the non-profit reported to me that they attempted to explain this to customer and/or their spouse. I had personally taken the order for two units for their non-profit on 1/31/20 at the Tucson Gem & Mineral Show. The customer was informed that we process all orders on a first in first out basis regardless of the quantity of units on order. The customer alleged that the company bypassed their 9/15 order because it was only for a single unit, not multiple units. On 11/19 customer called wondering where their order was because the non-profit they are president of was shipped two units on 11/21. They were not happy about this as they had hoped it would come sooner. On 10/23 customer was informed their unit would arrive 12/23. At the time of the order we told the customer we anticipated delivery of units in Nov 2020. We had pending orders dating back to Jan 2020 with over 100 units on order. We informed customer at that time that we are in a backorder situation for that product. On 9/15 the customer ordered their unit paid $150 deposit with balance due upon shipment. We really appreciate our customer's interest and passion for our products. Per Sherman it should arrive in the factory tomorrow and ship out by Friday or Saturday. I heard from Sherman, the GM he said of Highland Park who assured, the machine would be in on the 5th or 7th, the containers were held up in port again and I just spoke to him. I feel like I am just being jerked around. That has now been over two weeks ago and still no refund. I called once again, told them about the misdated check and asked for a refund again. I finally received a check in the mail on April 5,2021, but when I took it to the bank to deposit it, the bank would not accept it as it was dated April 1, 2020, technically making it over a year old. I had called in three times through February and March asking for a refund. Two weeks later when I still hadn't received the blade, I called and was once again told they did not have a blade in stock.
I again gave them my credit card number and was charged for shipping. I was told that shipping would be another $97.00. I was about to and ask for a refund when I called again, but was told they finally had a blade in stock. This went on every three weeks until February 1, 2021. Three weeks later I called again and was told the same thing: it wasn't in but should come in on their next shipment in a couple weeks. Three weeks later when I still hadn't received the blade I called and was told the blade was not in stock, but should be in on their next shipment in a couple weeks. I was told the blade was in stock and would ship out soon. On SeptemI ordered a 36" diamond saw blade for a rock saw from Highland Park Lapidary over the phone. Never received product and have repeatedly asked for a refund. I ordered and paid for a 36" diamond blade for a rock saw on Sept.
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