I have a complaint to make in regards to Albany Distributing. Honestly, I don't think they should be a part of the SaleHoo directory. Any suppliers that have lower than a B with the BBB should not be on the list. I signed up with SaleHoo because I was expecting reputable suppliers. Albany Distributing is absolutely horrible. I cannot get a respond from them. Here are my issue details:
I have made two orders on Saturday 1/20/17. The first issue was the fact that my order automatically show that it was on hold but did not give me any particular reason as to why. Upon reviewing my orders, I notice that I made a mistake on one of the order. I enter the incorrect US state but all other information was correct. I called Albany distributing roughly 15 times Saturday before I could get someone on the line. When I finally did, they advised me to email the "sales" team @ Link hidden: Login to view
. I've sent several messages to this email but barely get any responses.
On Monday 1/22, I called roughly 30 times through the day. I wasn't able to get someone on the line until roughly 5:40PM. He (Greg) advised me that the order has to be cancelled and I would have to resubmit another order to get the state corrected. I do not understand why I had to do that when he has direct access to the warehouse and can advise them to correct it. Anyways, I didn't argue I told him I would do it. He promised that if I put the order in before 6PM, it will be shipped out on that Monday 1/22. He told me that he would expedite the shipping and I would get the shipping information the next day.
Next morning, Tuesday 1/23, I checked my email. There was no shipping information. When I check the supplier website, it still said that the order was on hold. Again, I call roughly 45 times on Tuesday. I wasn't able to get anyone on the line until roughly after 6PM. Greg, again, now advise me that the card is being declined. I have a credit line of $5000, with over $4,000 credit still available. There was no way that my bank decline it because I’ve went thru my bank process to verify the transaction. So he told me to call the bank. I told him, I will call the bank but I will need a direct line to reach him back because I cannot get through the 1-800 296.0820 (which seems to always be busy). He gave me the extension 7500, which was deceitful because that’s the main line extension. I called the bank - the bank stated that all payments were approved to Albany Distributing. When I tried to call Greg back, there were no answers! This time it was worst. The calls were going directly to voicemail.
Today is now Wednesday, I have called over 30 times again. The calls go directly to the voicemail. I have not been able to get in touch with anybody over the phone. I have sent several emails and only received 3 replies stating the same thing that the bank is declining the order. I’ve even offered to use another card, or do whatever necessary to get it resolved. He advises me that he does not need new payment information. Yet, he did not give me a resolution nor gave me a call as I requested. My customers are frustrated. I’m frustrated. There seems to be no sense of urgency on Albany Distributing's end.
I think they should be put on notice or better yet be removed from the SaleHoo directory. I made the order on Saturday 1/22. It’s nearly a week now. There are no resolutions provided by Albany Distributing. I’m sure their response to this complaint will be the fact that the card was showing declined (only on THEIR end, yet not the bank), but they are not going to respond to the fact that they did not work diligently with me to get this issue resolved. I think SaleHoo needs to be vetting all these suppliers properly. While dealing with this issue, I decided to research Albany Distributing and it seem that there is a pattern of bad customer service (hint, hint). I have filed a formal complaint with SaleHoo. Hopefully they can get thru Albany Distributing. I'm getting ready to lose it.
# Email sent: over 18
# Calls made: roughly 100, with 3 successes
# Of calls to the bank: 4-5
Here is there BBB Rating: D+Link hidden: Login to view