George S.
Adhesive product was delivered 2 months…
Adhesive product was delivered 2 months late even though website said it was in stock. We switched to another adhesive temporarily to continue producing products. We opened the box when delivered and noted that the adhesive delivered though close in appearance was not what we ordered. We reached out to EIO and informed them of the error, but because we took too long to notice that the adhesive was DP420 and not DP420ns, they refused to correct the issue. The cartridge is unused and we would have gladly returned it for the correct product.
Response from EIOSep 3, 2021
Customer called and asked for refund 2-3 months after receiving the order. Our return policy allows returns for up to 15 days after RECEIVING the order. We were trying to work with the customer, however he asked for a refund out of policy and since this product has a limited shelf life we were obligated to decline the request to return for a refund. That said, had the customer actually asked us to EXCHANGE the item instead of receiving a refund, we would have worked with him to exchange the item. It should be noted also that this customer received his item in June, and took 2 months to realize that the item he received is "not correct" which can come across as suspicious. Also strange, the customer received this request for feedback in June but sat on it in their email until they realized there was an issue and then used it to rip us. This is a perfect example of why review sites are not good indicators of performance as we send out HUNDREDS of feedback requests and since most of those are satisfied, nobody leaves us a review until they have a problem and then they rip us so of course the reviews are skewed negative. I am not sure why someone sits on a review request for 2 months, THEN leaves the feedback when they've asked for something out of policy. Since the customer cited willingness to exchange in this review (he failed to request that in his interaction with us) we reached out to try to exchange it and make it right, however despite the customer's facade of being willing to work with us, he could not be bothered to actually do so or reply to us. Should he change his mind we will remove this review.