Harry
Never get a 2nd chance at a 1st impression
On Tuesday October 24, 2023 at approximately 1711 hours, Harry Abbott from TradeZone purchased (2) 1 gallon pales of Dap 00443 adhesive from R.S.Hughes online website. The specialty adhesive was specified from a client installing radiant panels. The project was time sensitive and scheduled to be installed October 28th. As such, Harry ordered UPS 2nd day air shipping at the time of the purchase as illustrated in Exhibit A, Exhibit B, Exhibit C, and Exhibit D. R.S.Hughes failed to process the order in a timely manner which resulted in a delay getting the order to the UPS facility to ship in time and failed to honor the 2nd Day Air timeline. Upon checking the provided UPS tracking number and learning the Dap 00443 product would not arrive on time, TradeZone needed to send an employee to Fresno on overtime to pick up the needed product. The contractor who ordered the product from TradeZone is being fined $1,000.00 per day as a late penalty for holding up the project. TradeZone will be invoiced for the $1,000.00 delay penalty as well as incurring the fuel expense and employee overtime costs to pick up the product from a mid-California based vendor.
Response from R.S. HughesNov 7, 2023
Hello Harry, This incident was brought up to upper management and personally investigated by one of our executive officers. We apologize that you did not receive the adhesives you purchased based off the expected delivery date that both you and Tradezone had anticipated. There were a few external factors that contributed to this poor experience and we accept responsibility for internal processes that need to be revised. We sincerely regret this inconvenience and hope to have the opportunity to do business with you and Tradezone in the near future. If you have any additional questions or concerns please reach out at [email protected]. Thank you. R.S. Hughes Customer Solutions Team