Complaint Review: saferwholesale.com - Internet

PurchaseDate:09/07/2014,

Ordered sliding driveway gates from their online website: saferwholesale.com, spoke to live sales rep, Ray, who was very friendly and told me that the sliding driveway gates were on sale for the same price as regular swing gates. I asked the sales rep if the kits came with was everything I would need to make the gates slide; he replied "Yes it has everything to make them slide". The gates shipped from the USA to Ontario, Canada in 3 weeks, but upon inspection they had sent the parts for a swing gate and some of the parts for a sliding gate.  The instructions on the box for missing parts said to contact the Manufacturer, which I did.  The manufacturer notified that I was missing a v-track, wheels/rollers and chain for assembly and that it should have come with this style of gate and to contact saferwholesale.com.  The first time I called saferwholesale.com (10/21/2014) they agreed that I was  missing parts for the gate to operate and they would send them and email a confirmation with the shipping information. No email was received. I called again on (10/22/2014) about the email, where customer service department and the parts department had said to me that I needed to purchase these parts for an additional $1000.  I told customer service that I had paid for these part already and they were missing, as quoted on my bill "Full kit sliding gate opener for sliding gates up to 60 feet long 1300-pounds" $535.95T x2.  They put me through to Arty or Ardie (who would not provide his last name) the Administrative Supervisor, who said that the missing part will be shipped and an email will be sent with the shipping information.  Again, no email was sent and so I called again on 10/23/2014 and they told me that the parts department was unavailable and they needed to contact the manufacturer which would take a couple of days.

I called again today, 10/28/2014 to see if the product was being shipped.  Again their parts department said it was an additional part and it would cost $1000 more to make the sliding gates able to slide. I quoted them my invoice and they said that the kit described on my invoice did not include these parts and that this was the wrong kit sold to me; their sales rep put in the wrong information as the complete kit was on sale for the same price as the full kit which was sold to me.  I spoke again to Arty, as this mix up was not my doing (since I had called the 1800-number after viewing the website). Arty very rudely told me "We have sold you sliding gates that can slide and you should have had someone who installs gates place the order [as they did not sell the parts to make them slide]… [Especially, since] our sales men have no knowledge on what they are selling and you are obviously incompetent in reading the website." For the record I am University Graduate and M.Sc. Candide, I am a co-owner of a Property Management Company, which regularly does building renovations and constructs residential units; and I often make construction material purchases, and his derogatory comments were unprofessional and judgemental against females.  In addition, he said that dealing with me was waste of his time, that he is not paid for solving customer problems and he is losing money talking to me as I wasted an hour of his time, I should be paying him for his time.  He said from what he can see on the invoice we have gates that will slide and the motor is able to pull them open and closed, which has held up his end of the deal, providing sliding gates.  Apparently, following the manufacturer’s instructions on how to assemble the product is not important and not his problem, by Arty’s comment “the gates open and close, whatever that something it is running on is your problem, we are not providing it.”  Apparently, I am not the only one that was sold an incomplete gate kits. 

My hope is that no other customer will have to go through such horrendous customer service.  I am going through the manufacturer to get the missing pieces which cost $580.

Simon

Ontario, Canada