Baileigh Industrial

I ordered two pieces of machinery from Baileigh Industrial. One is a sander (order number MG1300020221 and tracking number 104675437206) and the other is a 3 in 1 brake (tracking number 104675435604). They were scheduled to be delivered by Saia on 05/05/2020. On 05/05/2020, Saia arrived at my shop and delivered one package at approximately 12 PM. When the Saia driver opened the door to the truck, the package containing the sander was laying on its side with the top busted open. I immediately called Baileigh to see what I should do with the package. I was told by Baileigh to take the package and open it up all the way to see if the machine was damaged. I told the worker from Baileigh to note in their system that I had called and made them aware of the damaged package at the time of delivery. I took the package and signed the drivers slip and noted the damaged package on the slip. I asked the Saia driver where the other package was. He said it was at the front of the trailer and he would have to come back later to deliver the second package which was on another slip. The slips did not identify which items were in each case. At about 3 PM the driver returned and delivered the next package which was the brake. The package was in good condition, so I signed the paperwork and took the package.

When I opened the first package, I took photos of the damage to the sander. In several areas there was where on the machine where the paint had scraped off from constant wear of bouncing up and down in the truck while not being secured. The disc sander was also well out of balance. More than a 1/4 inch which means it can not be used at all. I sent all of the photos to Baileigh. I received an email back from Baileigh stating they would not replace the broken equipment and that they would only send me some touch up paint.

When I was looking for an engraving machine, I spoke to someone at Baileigh and they recommended a machine that would fit my needs. When I received the machine, there were no instructions on how to operate the machine, only how to set up the machine. When I contacted them, they said everything I need to know to operate the machine, was on a *** video. This video did not explain how to use the machine for different applications, only one application. I then reached out to them to ask questions about the machine. I received answers that cost more money with no results. I have been struggling for over two months to figure the machine out. Then, when I finally give up trying to get the machine to work, they tell me the machine is not returnable but they would be happy to have customer service call me. They should have a return policy greater than 30 days for a machine like this. They almost know you will not be able to get it to work in this time frame and then they tell you sorry.

My first contact with the company included a request if the table saw I was interested in ever went on sale or if they ever had specials. I was basically told that they did not know and when I ordered the saw a few days later, I made the same request. Within a couple days after my order and prior to even receiving the saw, I received via email an add stating a sale of 15% off all items on their site. I called and emailed about this, and my contention was that I had specifically requested about a discount or sale and that something should be done. I understand that if I had not made a specific request that I probably just had some bad timing luck. Upon my request, I was told that my complaint would be forwarded to the proper person and that I should receive a response. My note here is in response to the fact that I have not received a response. Below is attached my email showing that I did make the request and that customer service is certainly lacking from this company in regard to really knowing all that should be know about their products and also the proper response to a person concerning after sale questions. Here is my last email.....it does not include the 15% add or my prior requests: Hi,

It has been a full week since I talked with the last rep on the phone and was told that I would receive a follow up.

I have attached various emails and notices that I have received from when I first contacted baileigh about purchasing a new table saw.

My original email requested if the saws ever went on sale or if there was a discount to which I did not receive a reply. I called a couple more times before making a purchase and asked the same question but was told there was nothing in the works. Only a couple days after my order, I received the 15% discount notice which I feel was very unfair, since I had been requesting info regarding this exact same point. I called and the rep basically laughed me off stating that he did understand my frustration and would check higher up than himself and get back to me which has not happened.

I know I will be happy with my saw which I have since received, but the reps certainly do not seem to be very knowledgeable. Case in point: I asked one rep about the cord and he stated that all cabinet saws come with no plug since there are various configurations. However, mine did come with a plug which is an advantage, but the rep should give accurate info. I also had to call a couple more times about the shipping since my original quote had shipping that was not in line with what the quote should have been according to the info online.

I know I am at your mercy, but I just want to let you and other people know that the customer service I received was very lacking in both accuracy and professionalism.

Hopefully, someone at baileigh can put me in a better frame of mind.

Thad *** in Uniontown Pa.......

1. On July 5, 2017, our company took delivery of a new VM-1040E-1 Vertical Mill on our PO 044761, and the Vertical mill was professionally installed by licensed electrical contractors in Elgin, IL
2. On October 10, 2017 we reported to ***, by phone with confirmation by email, that the motor (Part# VM-M25C) had failed and that smoke was coming out of the motor. *** requested that we send photos of the serial plates on the machine as well as a short video that documented that the motor was smoking. We complied wioth that requerst and sent same via email.
3. We sent followup emails on October 11 and October 12 requesting delivery status of the motor.
4. On October 12, 2017 we received an email from *** stating that the warranty replacement motor would have a 4-8 week leadtime.
5. We are a manufacturer of FDA registered medical devices and our business will suffer a financial hardship by having to wait 4-8 weeks to get our machine back up and running.
6. The customer support is non-existent in this case and we have requested that Baileigh remove a motor from a machine in their stock, fly a motor in from their China supplier or pickup the machine and issue a full refund.

I have order a universal bender from baileigh industrial online on 07/10/2017 for $395 + $70 shipping. Right after I ordered it I realized that they had the wrong address and called immediately and somebody helped me to change it to the right one as of on my invoice it is the right address but somehow the FedEx shipping label had the wrong address so I never receive my package. I have called baileighs industrial like 10+times and whoever answers the phone they don't know anything about my order and I have to explain every time the whole situation and every time they act like they going to call fedex to resolve the issue next day I call FedEx and FedEx just tell me every time that Baileigh's have to call them to ask them to retrieve my package. As for today Baileigh's customer service person jut leave me on hold for 30mins and I called FedEx and FedEx just told me the same thing "baileigh has to call us to retrieve your package and we don't have any notes other then this package was delivered at wrong adreess on 07/13/2017.

I purchased 8 expensive machines from baileigh industrial and all went downhill from there. When I received my equipment it was over 3 weeks late damaged and missing parts. One of my more expensive machines is software driven. the first software package that came with it was old and out dated and has since stopped working. they offered new very complicated software with 0 technical support. I am now on my own to try to figure it out.

On May 1, 2017 I spoke to *** in Service. I gave him my equipment serial number and model number. He then e-mailed me a break down of the machine I picked the part I needed. I called *** back and told him what I needed. He took my info and credit card number. I called back to get a tracking number the next day , *** stated one part was on back order (Camshaft) so I told him to send the order when the order was complete. I called a couple of times to check on my parts and was told a couple of weeks each time. On June 2, 2017 I received the back ordered parts. The complete order was incorrect. I called and spoke with James. James knows what he is doing. Got me the right parts but I had to go back and deal with ***. Well *** and I then talked about my order being wrong. and *** stated the I gave him the wrong part numbers. I GAVE *** the numbers off the parts breakdown he provided. I gave James the same serial number and model number on June 2,2017 He got the right part. How can it be my fault if *** gave ME the wrong parts list? Then *** told me that the CORRECT parts was in STOCK! after a month of waiting and a machine down. I had to pay for overnight freight for the correct part that due to ***'s mistake cost me a month and about 80.00 Also I tried to talk to a Supervisor but as usual never herd back. I DONT HAVE THE ORDER NUMBER WITH ME NOW.

And I had to get some bending gel on Monday June 19 spoke to *** at 11:15 or so. I needed two quarts 2nd day aired to me in Texas. I got an e-mail conformation from *** at 11:30 a.m. So I thought my order would be here Wednesday June 21 , but as per *** ( I think is on propose) my order didn't go out until Tuesday June 20 so I will have that order a day later than expected...... Order # ORD0059688

I have read the other reviews of Baileghs customer service. Sounds like I should have done so research before being stuck with a lack luster company.