Del City

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I bought a couple of small items & had them sent COD the company stated an extra charge would apply. I have used COD in the past it's usually a few extra dollars. Well when the item arrived the boxes were huge & the cost was 4 times the price of the items. They could have used only a small box for all the items with no issue. The price of the items was $11.20 when UPS showed up the cast was $47.00. At least when Jessie James robed people he wore a mask these people didn't.Desired Settlement: A refund of the extra charges

Business

Response:

Del City followed up with Mr. [redacted] via telephone today (May 1, 2014) in regards to his negative customer experience. In response to his dissatisfaction with the COD charges of $35.74, we explained to him that we charge UPS published rates for COD and other charges. In addition, we do try to make customers aware of the extra charge that UPS applies to these shipments on both the order screen as well as the order acknowledgement that we send.

In response to his comment regarding the box size, we explained that we could not roll up the shrink tube as he suggested on the phone (and in his complaint) because the item is adhesive lined and could have been damaged if it was shipped in that manner.

Review: On August 6th, 2013, I placed an order with this business for a single LED light bulb, product #73581, and 4' of 1/8" shrink tubing. The total amount of this order came to LESS than $2.50. When I tried to check out, it gave me several shipping options, all of which were around $7.00! There is no way I'm going to pay more than double the price of my order just to have it shipped, so I requested the company drop my order into an envelope and mail it using the United States Postal Service (USPS). The USPS was NOT an option for shipping with this company, and I left them a message that if they could not ship it for a more reasonable price, to cancel my order. I never received any confirmation of my order, so I placed a call to their Customer Service Department, and was told that they will not use USPS for shipping. They could not give me a valid reason as to why this was the case. I then went back to their web site and found these statements:

On their Frequency Asked Questions page it reads:

"How will my order ship?

We ship most often UPS Ground, but will ship RPS and common carrier per your request, keeping size and weight restrictions in mind. We always try to ship via the most economical means."

And on their "About Us" page it reads:

"Del City has been providing excellent service and world-class electrical and transportation supplies to companies just like yours since 1947. Everything we do is directed to the satisfaction of our customers so we take pride in our customer relationships, product quality and industry credibility. If there is something further that we can be doing for you, please let us know by providing suggestions on our feedback form."

Apparently dropping my order into an envelope, placing a couple of stamps on it, and having one of their employees drop it in a mailbox is too much to ask!Desired Settlement: I would like to receive the products I ordered from this company! Either bill me for USPS postage delivery, or ship them off for FREE by whatever means they wish.

Business

Response:

I was very disappointed to hear that Mr. [redacted] was not satisfied with his Del CIty experience. Let me attampt to clarify the issue, and explain how it will be resolved.

Mr. [redacted] is correct in that we do not offer USPS as a shipping option. As he points out, we make that clear on the web site, and the message was reinforced when he contacted our customer service department. Del City has decided not to offer USPS shipping due to the fact that we have had multiple situations in which USPS shipments were lost or damaged. Because USPS shipments (at standard rates) do not offer effective tracking, these issues can leave our customers in a challenging situation. And while we acknowledge that $7.00 freight on a $2.50 item may seem high, I believe Mr. [redacted] would find that this is a reasonable UPS charge, and consistent with their billing structure. Finally, I would add that most customers find the total cost of small orders (inclusive of freight) received from Del City to be very cost effective, as most vendors do not allow customers to order these parts in small quantities. We serve thousands of customers every month, and the vast majority are comfortable with these stated shipping policies.

For the reasons stated above, we do not believe it is in the best interest of Del City or the majority of our customers to change our shipping policies; however, I want to take care of Mr. [redacted]' immediate need. We have already contacted Mr. [redacted] (8/13 9am), and left him a message explaining that we are sending the requested part out at no charge. The shipment is already being processed.

We appreciate the opportunity to proactively address any and all customer concerns regarding Del City. Please let me know if there is anything further we can do to address this issue!

Best Regards,

Del City Business Leader

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However, I believe that the option of shipping USPS with perhaps a disclaimer should be offered for extremely small purchases. I sure don't wish to pay $7 for tracking information on a $3 item. I'd simply be willing to take my chances with the thing showing up in my mailbox. If that doesn't work, then perhaps orders should be limited to purchase minimums of $15 or more to justify the shipping charges.