EIOReviews of eio.com

Response from EIOJul 12, 2021

**UPDATE - Customer sent 1 email, we replied. Customer NEVER sent further reply and did not respond to further contact attempts. Would rather just leave neg reviews than actually resolve an issue. In the future please read product listings ** We always prefer that a customer contact us with questions prior to ordering (this customer did not), especially if there is a rush and when the listings clearly state that extended handling may be required. Most of our customers know this and they contact us for this information before they order instead of leaving bad reviews. We prefer to take a few minutes PRIOR TO ORDERING with you to figure out an ETA rather than have you wait however long it takes, never contact us, and then leave us a bad feedback here because it felt like it was too long to wait even though our listings communicate anticipated delays. It should also be noted that ALL CUSTOMERS who place an order for an item with extended handling time receive an email (should they read it) explaining there is handling time and our contact information should there be questions. We can and do provide the dates of when a product is available when a customer contacts us, especially if it is noted as having extended handling. This customer ordered items with EXTENDED HANDLING TIME meaning that there would be a delay in receiving them so it's not clear why immediate delivery was expected. As most of you know, there have been some issues with all kinds of supply chains for the past year and a half due to various crises and unfortunately this customer ordered Wiha Tools, some of which were incredibly delayed coming to us from Germany. Literally half of the items on his order had extended handling, so we shipped what we had at the time and shipped the rest when they arrived. Despite the listings stating there was extended handling time, the customer NEVER contacted us prior to ordering, only after the order was placed and only one email, which we replied to. If the customer saw and read the "extended handling" message, he could have reached out to us to understand how long that might take instead of just leaving us a negative review. We sell a lot of specialty import tools and with with shipping delays from our suppliers the past year and a half, unfortunately there are sometimes delays. Our listings reflect that, so if you see "extended handling may be required" please contact us for an ETA BEFORE ordering so that you don't feel obligated to leave bad feedback on something that was communicated before the order was placed. We also attempted to contact the customer MULTIPLE TIMES to notify of the handling but the customer never responded.

Response from EIOMar 4, 2021

Customer order 3M masks, which inventory was not available because 3M's mask and PPE inventory was being directed by the US Government under the defense production act, thus, resellers like us did not get the inventory we ordered for customers right away. We did receive other types of PPE and when we were aware of that, we reached out to customers to see if they would be OK to accept a product substitution. The customer's order was not shipped short, they agreed to take a higher quality, more expensive mask and receive less of them for what they had paid. We reached out to the customer who had ordered 8210 masks and asked them: "On Tue, Feb 23, 2021, 3:19 PM EIO Support wrote: Do you want to change that one out for 8511 as well? I can take the price of both and send the 8511? Regards, XXXXXX" The customer replied: "From: XXXXXXXXXXXXX Sent: Tuesday, February 23, 2021 3:24 PM To: EIO Support Subject: Re: order not fulfilled Yes, please! " The new mask substitute was a better model and had a slight price increase, so we worked with the customer to see if they would be OK to accept paying a slightly higher amount for a higher quality mask. The customer replied on Feb 23, 2021: "Ok, thank you. If I have to pay the difference, I don't mind" It is very unclear how we received a 2 star review for an inventory situation that was out of our control due to the manufacturer and government restricting inventory especially when we actively worked with the customer 1) as to whether or not they even wanted the order or would prefer a refund and 2) when we worked with the customer for a substitution and they appeared to be excited about it and willing to work with us. This feedback is very confusing given that the customer seemed happy to work with us.

Response from EIODec 10, 2020

We shipped customer order ontime, once carrier had the item, there were slight delays. USPS has had numerous delays due to COVID. We shipped 11/25 from California, customer received the item in Florida on December 3. No undue delays were associated with this item, all customer complaints were due to shipping delays. Once the carrier has the item, we have limited - if any - control of the package. Please see tracking history, this is not an egregious delay in shipping. Tracking History December 3, 2020, 1:09 pm Delivered, In/At Mailbox ROCKLEDGE, FL 32955 Your item was delivered in or at the mailbox at 1:09 pm on December 3, 2020 in ROCKLEDGE, FL 32955. December 3, 2020, 7:10 am Out for Delivery ROCKLEDGE, FL 32955 December 3, 2020, 6:59 am Arrived at Post Office ROCKLEDGE, FL 32955 December 3, 2020, 3:09 am Arrived at USPS Facility ROCKLEDGE, FL 32955 December 2, 2020, 9:30 pm Arrived at USPS Regional Destination Facility SEMINOLE-ORLANDO FL DISTRIBUTION CENTER December 1, 2020 In Transit to Next Facility November 30, 2020, 7:56 am Departed USPS Regional Origin Facility SANTA CLARITA CA DISTRIBUTION CENTER November 29, 2020, 9:20 pm Arrived at USPS Regional Origin Facility SANTA CLARITA CA DISTRIBUTION CENTER November 26, 2020, 5:55 am Departed USPS Regional Origin Facility LOS ANGELES CA DISTRIBUTION CENTER November 25, 2020, 9:34 pm Arrived at USPS Regional Origin Facility LOS ANGELES CA DISTRIBUTION CENTER November 25, 2020, 8:19 pm Accepted at USPS Origin Facility TORRANCE, CA 90505 November 25, 2020, 4:02 pm Shipment Received, Package Acceptance Pending TORRANCE, CA 90503

Response from EIODec 18, 2020

Item was listed as having extended handling time at purchase. No inquiries could be found inquiring about handling time prior to the order being placed, which is advisable when ordering something that has extended handling time.