Stellar ScientificReviews of stellarscientific.com

Response from Stellar ScientificSep 30, 2022

Updated 10/3/2022 PM You are welcome to report us to the BBB. We have provided proof of delivery. This is an unfortunate circumstance, but we need to stand by our principle of not accepting back COVID-19 products as is clearly stated in our ordering policy. Updated 10/3/2022 AM I've spoken with my customer service team who acknowledged being in contact with you. The goods you ordered were confirmed delivered. Part of the delivery was made in December 2021 and the backordered items in July 2022. If you refused delivery, there would be a UPS record of that. The ship to address is correct and we have delivery confirmation. I am not sure why you believe we have any responsibility for this. The customer service person you spoke with said you were upset about having "all these COVID items in your house" and recalls the conversation as being difficult. If you would please read our orders/shipping/returns section you would see that all COVID-19 sales are final. No returns or refunds. Stellar Scientific serves the scientific community. As a tax preparer, you are likely new to this type of work. Many people got into COVID testing and found it was less lucrative than they had hoped. We wish you better success. Lee J Lowenstein Updated 9/30/2022AM Your claim that you refused the order is inconsistent with the official UPS record that shows the delivery was accepted on 7/6/22 for the backordered items. Refused orders are a matter of record. If the order was delivered and accepted by another company, it sounds like you knew that happened. Why did you not reach out to us immediately and instead wait over 2 months to contact us by leaving a negative review instead of giving us a call? I am not sure what we can do to help you if the order was stolen. We're open to discussing this further. You can give us a call 410-764-2225 between 9-5 EST. Thank you again

Response from Stellar ScientificJan 20, 2022

We are sorry Fran that you were not satisfied with your shopping experience with us. We emailed you photos of the packaging, both the shipping carton and the bagged product inside, where it is clearly stated the product is sterile. Additionally, the word STERILE appears in the product name and description on the website. There is a long standing practice in our lab supply industry to not accept returns for sterile product, even when unopened. Once an item leaves our custody we are no longer able to verify its sterility to a future customer and any errors can have costly or disastrous results on their delicate experiments. We have sold millions of these sterile transfer pipettes to research labs, universities and biotech companies and there has never been a question concerning the packaging. Neither we, nor our supplier partner know of the government regulations you refer to. Unfortunately, this does mean that from time to time we are unable to help a customer as much as we would like to, but this helps protect the integrity of the scientific community and is something that helps all of us.

Response from Stellar ScientificJan 4, 2022

We are very sorry Asif that you feel we failed to deliver excellent service to you. We take complaints very seriously as they help us identify where we can grow and improve. After reviewing the conversations with your sales rep, it is clear she gave correct advice about which pipette tip was in stock and which would have to be shipped from across the country. All the information was made available to you to make the best decision. The cross country tips arrived on schedule, which obviously was an inconvenience to you. We appreciate your valuable time and the opportunity to have been a resource for you.

Response from Stellar ScientificSep 22, 2020

Thank you Jon for your business and for bringing this to our attention. I am very sorry not only that your order is delayed, but that you were not contacted with an update during this time. We need more hands to help, and are in the process of hiring a new team member to address this exact situation. Many of our suppliers have been impacted by the pandemic and its taking us days to get confirmations ourselves. Would you like to cancel the order and get a full refund or continue to wait? I will email you directly the same message and you can choose to respond to us in whatever way works best for you. We let you and ourselves down and we are sorry. Working to make sure this wont happen again. Stay safe Lee J Lowenstein President Updated on 9/22/20 Jon - We reached out to you through this review channel and directly to address your concerns and customer service shared an update that the product was finally expected to our warehouse the week of 9/14. I am happy to see delivery was made on Saturday the 19th. It took much longer than we had anticipated and we are working hard to do a better job updating customers as we too manage supply chain challenges. Thank you again. Lee J

Response from Stellar ScientificJun 1, 2020

Jack - Thank you very much for your business and for taking time to share this feedback with us. Obviously we did not deliver on our Stellar Service promise and I would like to know what happened. Could you be more specific about where we dropped the ball? I'd like to know if the communication issues were due to everyone working remotely or something else. I would be grateful if you would take my call and help me understand what went wrong so we can do better. Thank you again Lee J Lowenstein

Response from Stellar ScientificMay 4, 2020

Dear customer. Please contact us with an order number so we can address you concerns immediately and correctly. Based on the date you provided, I believe I have located your file in our system and I see a UPS tracking number for one of the cases of gloves. There seems to be something going on here. I am following up with my customer service team to find out who processed your order because all orders for PPE beginning in April have received either an email or a phone call to be notified of expected delays and given the opportunity to cancel the order. There is no need to dispute the charge with PayPal. We would be happy to refund your money in full once we figure out what happened to the first case of gloves that appear to have shipped. We appreciate your business and we apologize for the pain and frustration you must be experiencing. Please help us to help you. Contact us with the order number and we will get this straightened out. Stay safe and thank you very much. Lee J Lowenstein President

Response from Stellar ScientificFeb 20, 2020

Olga. Please give us a call and we will happily assist you with this issue. The product is under warranty and will either be repaired or replaced at no cost to you. Our office is open till 5PM EST and the phone number is 410-764-2225 We are ready to help solve this. Thank you for your business and for working together with us to have your problem addressed.

Response from Stellar ScientificDec 27, 2019

Thank you Stephen for sharing your feedback with us. The team discussed your order at length today and we'd like to share the following. This order (placed Dec 20th) of conical tubes was so large, it could only ship by freight, which would have been extraordinarily costly to deliver to a residential address and not covered by our free shipping policy. We reached out to you immediately by email on Dec. 20th to notify you that a commercial address was needed to complete the order. Today, six days later, you called us around noon to ask why the order had not shipped. Before we could explain what was needed, you notified a customer service representative that you would take your business elsewhere. We had additional concerns with this order because you made it sound like the order was placed on behalf of a large, well known company, yet requested this very sizable order be sent to your personal residence. Despite this highly irregular situation, we would have been willing to ship this order had you responded timely and agreed to additional freight charges or given us a commercial address where we possibly could have absorbed the less expensive freight. Given the above, we believe we acted in a reasonable and responsible manner. Obviously you feel differently and have the freedom to express your opinion.