Wood Splitter OutletReviews of woodsplitteroutlet.com

Response from Wood Splitter OutletJul 25, 2020

Hi Joseph, I know this was a tough experience overall, but I'd like to think both we and Boss worked to make it right. We didn't ship later than expected, we shipped within the committed window and the shipment was slowed by the Independence Day holiday. We even sent you a free cover to make up for these issues to attempt to make it right. We also agreed to overnight you the missing part because I felt bad. We did overnight you the part. In this comedy of errors, it got misrouted by FedEx to make matters worse. I'm truly sorry about that. As we discussed that the horsepower of the specific engine isn't relevant, but the overall force output of the splitter. The incorrect HP was a typo. When we first spoke, we talked about how much force you would need and you decided that 30 tons was what you wanted and needed. It had nothing to do with horsepower. Horsepower is part of the force equation, not the only factor. You bought a 30-ton splitter, not a 7 or 8 hp engine. I'm not sure what you mean by you were calling to figure out what was going on? I managed the entire process for you with Boss to get you the missing part. Typically, these are warranty issues, but I was happy to help make it right. I do hope you get a ton of great use out of your splitter now that you have the part. We do appreciate your business and, again, I'm sorry about the overall mess of an experience. Best, Ryan

Response from Wood Splitter OutletMay 16, 2020

Robert, it was a brand new unit direct from the manufacturer, Boss Industrial. Your story perpetually changed through our interactions. I also answered every one of your emails within 24 hours of receipt and most within a few hours. In fact, there was one occasion where I did not get a response from you for over 5 days. Days did not turn into weeks by any fault of ours or Boss Industrial. The parts box took over a week to send out to you because you would not respond to my emails and I had to call you. It would have shipped out more quickly had you answered my questions instead of responding with trite emails like your first response with my questions, "Your email does not make sense of you actually looked at the pictures I sent. All of your questions and assumptions are in the pictures." If that were true, I wouldn't have asked. Regardless, if someone needs clarification to help you, why wouldn't you want to do so? The only person you hurt by not doing so is you. In the end, you received the parts box and then emailed me over a week later to ask again for your "discount." The full story here is that Robert purchased this unit online to avoid paying sales tax which is why many people buy online from smaller retailers like WSO. Upon arrival, the crating had taken some damage while in transit and Robert sent me pictures prior to me even asking for them. When I attempted to answer the list of questions he had where he was clearly setting the stage to ask for his, "Discount for his trouble," he would not answer them. Only after I called him directly to get these answers so I could help him did he answer those questions and get him the parts box described above. It seems it was his intent from the start to try and get a piece of equipment on the cheap. In transit, most packaging and crating will take some damage. It's supposed to take the damage to avoid damaging the internal product. You were missing the parts box which must have fallen off in transit. It was strapped to the top of the crate. A warranty issue that Boss Industrial happily assisted you with and sent you a new parts box. I didn't hear back from you for another two weeks until you contacted me demanding, "A refund of $300," for your, "Trouble." When I said, "No," you then attempted to bully me into the discount by telling me that you were putting the unit, in the original packaging (we'll touch on this below), on your driveway for me to come and pick up and cancel your order if I don't give it to you. You then threatened to, "'Leave some well-earned feedback with the Better Business Burea (sic) and a few other web sites (sic)," if I didn't give you a refund. I'm not 100% sure if you've purchased anything from a retailer before, online or brick and mortar, but in no situation does any retailer just come and "pickup" product that you purchased. There are returns policies and procedures that you failed to follow at any time should you have wanted to even discuss returning your goods. You didn't even ask to return it for nearly a month after you received it. Well past any return date regardless of your failure to follow any return procedure. Unfortunately, as I attempted to explain to you yesterday before your bullying threats, we do not accept returns on opened or used equipment. At first, you said you had to, "Destroy the packaging to get it out," but then you said it was, "Ready for me to pick it up in the original packaging," because you never took it out of the crate. This was prior to even filing a return request or following any process you agreed to when purchasing, but which was it? Was the packaging destroyed when you removed it from the crate or did you never take it out of the crate so the packaging was original? We don't sell used equipment and the manufacturer does not sell used equipment, at this time, via online or traditional retailers. Since we don't accept returns on used equipment or even equipment that has not been used but removed from the crating, we don't have any used equipment to sell. As you've learned we are very careful so we don't have any returned inventory. So logically, there is no way for us to have used equipment to send you. This unit was shipped directly from the manufacturer and they sent you a brand new unit. Unfortunately, the parts box was lost in transit. They contacted you, you spoke to their support team, they helped you with your questions and sent you out the missing parts box. I take exception to being called a liar by someone that from the get-go changed their story multiple times, refused to answer my questions in attempts to help you with your needs, threatened to and now has taken to online bullying because he didn't get his way and has completely made up a story about how our business works. We don't buy used returns in bulk from other companies, that is ridiculous as is noted above. This is the first time in our history that anyone has resorted to online bullying because they tried to force us into giving them a unit on the cheap. Worse you filed a chargeback with AMEX stating you returned the equipment, and somehow won. So you got this equipment for free. I really take exception to being called a liar by someone who lies and, in essence, is a thief. This is sad. Ryan Owner Woodspitteroutlet.com