Complaint on Albany Distributing

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

Hi Jonathan ,

That's quite some mess by the sounds. I've passed this through to Shane in support, she'll follow up with the supplier on your behalf and will be in touch with you in regards the matter.

Can you post the order number here for Shane so she can reference that with the supplier to get to the bottom of this mess for you please.

Cheers

Thank you for your prompt response. I really wish that was the case with Albany Distributing. A problem that could have been solved in one day is not 4-6 days in. Here are the order details:

Order #154786 - Supposed to be cancelled (Still have not gotten a refund yet)
Order #154787 - Placed on Saturday 1/20. Still saying on hold.
Order #154788 - Placed on 1/22 Supposed to replace 786. Supposed to go out 1/22 by 6PM. Still on hold.

Greg stated that he would get the orders out by 4PM on Wed 1/24 and upgrade to two days shipping. Yet, still no order has went out. I have customers that are not very happy. It's really not a good look when I'm trying to build a new brand! This is tarnishing my business name. It is extremely unacceptable. They hide behind the emails so that they don't face anybody over the phone. This was an easy fix issue. My bank was even willing to talk to them, but how can you talk to someone when they never pick up the phone? I've made several orders with my other supplier Petra. Their process is easy as 1, 2, 3. I have a sales rep that always respond to my emails almost instantly. Maybe it's time to retire Albany Distributing. I've even sending emails to the CEO Gerry A. Manzari. He reads the emails but no reply. All their bad reviews are consistent. This is a disgrace.

P.S Good luck with trying to get in touch with them. It's Thursday 1/25 their main line 1-800-296-0820 still going straight to voice mail.

Just a quick update: So I found out that they actually blocked my number from calling them. I just used a friend's cell phone and it seem like the number works just fine (beside the fact that they are still not picking up). So, instead of talking to me so we can get this issue corrected; they block my phone number so that I may not be able to call them. Now tell me how trifling is that. What does that say about these people?

Hi Jonathan,

We have received a response from Albany in regards to clarifying our inquiry, I'll post the response to us below, but they have indicated that they will be contacting you directly to clarify.

"There have been multiple email exchanges with this reseller. He is having issues with his method of payment. The first time he submitted the order the bank notified him that his transaction was declined. We attempted to process the order multiple times and it was still being declined. He indicated that the bank said the transaction was not approved but state that they are approving it now which isn't the case. We are still receiving a hard decline on his order and we maxed the number of attempts allowed through our gateway and this may also impact the status of getting approval.

With regards to the orders below, he was never charged for any of them. There was no settlement charge on any of them so I am not sure why he is stating that they are not refunded, there wasn't a charge that had ever taken place.

I will email him explaining this shortly."

OK, so we can see that this account doesn't match the account of yourself. What we would need in moving forward is proof from your bank that the payment was indeed processed. Can you forward a copy of your bank statement showing the payment to Albany to me via PM and I can then follow this up further for you.

We know it's frustrating, but we'll get to the bottom of what is happening for you.

Cheers

Hi Jonathan, Just as a footnote to the above

We've just had a follow-up contact from Gerry at Albany, indicating they have been trying to call you but cannot get through.

I can't be sure of course, but are you sure there isn't currently an issue with your phone? It seems that you can't get through to them and they are saying they can't get through to you.

Either way, keep out eye out for their email, that should be coming through very soon for you.

Cheers

Oh my Lord... these people are liars!
Correction, I have never told them that the bank declined any payment. I swear on everything I love. What I have told them is that, the first time when I made the payment, the bank sent me a notification for which I confirm the payment was legitimate. This was the only notification sent by the bank. When Greg did tell me about the card not processing, I followed up with the bank now 5 times for which every representative I talked to said that the transaction was approved. I have forward an email to SaleHoo with all the exchange that I've had with Greg. There is nowhere on these exchange I've stated that the bank did not approve it. As far as charges, there are transaction (including the cancelled ones) still pending on my account. I can provide a screenshot if needed.

That email that they stated that they are going to send to me, they did not send me that email. I can also forward the email exchange to SaleHoo if proof is needed. Yes, they have called me 10 times last night between 7:45PM & 8PM. This is in the evening. At this time, I was in my kitchen cooking for my family and did not have my phone on me. When I finally got my cell phone, I tried calling them back (no answer). I emailed them right away letting them know to call me back (still no call as of now). I've already tried calling them several times today. It's funny that SaleHoo is able to get to them easy but when I email them, it's like they purposely ignore it. I have backup proof for everything I say on here.

Lastly, I decided to use a different card to make the order. Just to now find out that they don't accept Master Cards like Paypal. I then used my other CapitalOne Debit with the information that I asked Greg to use to process the other card - this one went through!

After all this ordeal and back and forth. We could have used this card as i suggested before so we could have get the order out to the customer, after the card went through.

Things got worse!

They are now telling me that same order/item i've been going back and forth with them for is out of stock! So this whole entire time they were trying to get my money, now they have my money and they telling me they don't have the item!

Then they have the audacity to tell me that they can hold the money and ship the item when it's available? Then said that the ETA is 1/26 - 1/29. I asked for an exact date, but still no reply since this morning. It is now 4:39pm

Hi Jonathan,

Yes, please forward what you have to Link hidden: Login to view and reference it Attention Shane, she is the one working with them on your behalf.

Having all the information from your end will help her get things sorted for you. I'll also have her chase up that email for you, they did give her the assurance that they were going to mail you since they couldn't reach you by phone. Just be aware that the support office is closed now until first thing Monday morning, so she won't be able to act until then.

Would you prefer to cancel the current transaction or wait or just let her know what your current preference is so she can act on that for you.

Cheers

I have check up with the bank today. All the transactions from my credit card were reverse, except the one that went through on my Debit card. The only order I need is Order #154787. But I can't seem to get an exact answer on the ETA for item availability.

OK Jonathan,

Shane will follow up on that one for you on Monday, US time.

Cheers