National Premium, Inc.

Review: I ordered a Case IH cooler from them months ago and at first they sent an email and said that they had a delay in getting raw products to meet the demand from China and it would be coming 2 months later in August and when that came around they extended it again and when I finally found my old email with the info on it I didn't get any response. So I called another company that sells Case IH products and they said they went out of business 2 months ago. I paid $200.00 plus tax and no cooler. I tried to call them at [redacted] and it is just an answering machine with a man named [redacted] voice on it. I am just trying to get my money back. Thanks, [redacted]Desired Settlement: return of my money $216.50

Review: Order of promotional items from company's internet site ([redacted]), order number [redacted], August 3 2014. Received confirmation email that order was received by company (can supply a copy of the email if needed). No delivery of the order ever received. Multiple attempts to contact the company through telephone, email, and via the order confirmation link. No reply from the company and never can reach anybody via telephone.Desired Settlement: Complete the order as originally agreed to at the time of purchase.

Illegally operating business, definitely does NOT respect federal regulations regarding the Do Not Call Registry (which my number has been on for years).
Somewhere between 'pond sm' and [redacted], and they owe me money if I get yet another call from them.

Review: I put an order together for paper plates, napkins and cups on the Thrivent.com website in order to estimate shipping charges for my board's approval.

The subtotal amount was $2,576.07. When I clicked continue to get the shipping charges and tax, I got a "thank you for your order" screen from National Premium,Inc.

I wrote National Premium, Inc to cancel the order immediately. The next day, I noticed a $3,722.72 charge on my Discover CC account.

After ten days and multiple emails and phone conversations with National Premium, Inc, I am getting nothing but empty apologies and "...will keep you apprised of anything I find

out as soon as possible."

Another matter is the $1,146.65 additional charges added to the order. If this is supposed to be shipping for around fifty

lbs of product, I have an issue with price gouging as well. No way would I have approved of that.Desired Settlement: I would like to get an immediate refund of $3,722.72

I also need to know how the $1,146.65 additional charges break down.

and I would like to know that steps are being taken to modify their website so this doesn't happen to others.

Business

Response:

National Premium has been in the promotional products industry

for over 45 years and we pride ourselves on a high level of customer

service. Like your letter stated, on occasion we are not able to please

everyone, but we do try as you can see in our Revdex.com file over the past 45

years

I called the customer to hear his side of the situation and work

with him to rectify the problem from his perspective. We had a good conversation and I explained to

him some of the limitations with our computer system as it calculates freight

based on the carton size and weight. The

system doesn’t allow an option for larger shipments to go common carrier. As you can see below, we have outlined the

issue, addressed the cause and have put steps in place to rectify the situation

going forward.

Regarding the customer concern

reported to the Revdex.com on 8/29/13, here are the details of the order:

1. Sequence

of events

a. Customer

placed order on 8/18/2013

b. Per

customer request NP canceled the order on 8/19/2013 and attempted to issue a

refund

c. NP

emailed customer on 8/22 to discuss the status of the refund. NP provided

a refund receipt, however the credit card processing system never actually

refunded the card.

d. Additional

correspondence between customer and NP on 8/29 to discuss status of

refund. Internal issues at NP caused confusion in communicating status

with customer.

2. Freight

calculation on website – our web site calculates UPS Ground freight by

weight. The total weight of the order is used to calculate the freight

charge. For this order, the total weight of the order was 991 lbs. which

caused the web site to calculate $966.33 freight charge. There were 16

cases of 8 oz. foam cups on the order. We utilize dimensional weight for

these cases because of the size of the box. This process allows us to

properly calculate the freight amount when a customer is ordering a case or

two. In this instance, extremely high quantities were ordered.

NP is not gouging our customers

on freight, but only charging UPS published rates for the freight to ship the

orders. Had the customer called Customer Care to inquire about the

freight costs, we would have quoted a different method of shipping that would

have saved approximately $300 in freight. The difference is due to a

manual calculation of the freight for a combined order of this volume

considering total actual weight, number of boxes, and dimensions of those

boxes.

3. NP

Rectification/Improvements

a. Customer

was wired a complete refund on 8/29.

b. NP

will add a note to the item detail pages for these three items indicating

customer should call for a freight quote if ordering multiple cases due to the

weight.

c. NP

will confirm administrative notifications for credit card refund system.

Consumer

Response:

On Thu, Oct 17, 2013 at 7:24 AM, [redacted] wrote:

hi,

Have you heard from the company? Yes

Are you satisfied with the company's efforts to resolve this matter? Yes

10/13/2013