Safeandvaultstore.com

Customer *** ordered a *** with electronic lock on November 13th, 2019 on order # ***. He gave us specific instructions to hold the order to ship the 1st week of January 2019. Mr *** agreed to our terms and conditions when he checked out which details how to receive the safe. We e-mailed him specific instructions the safe day which are detailed below which states to inspect the box and the safe carefully for any damages. I have attached the delivery receipt which is signed as all clear with no damage notated. This is a legal document and states that if it is signed as all clear, the freight company is not responsible.

This is clearly freight damage as the safes are inspected at the factory before leaving. It is not a used safe, it is a brand new safe that was sent out from Mesa Safe.

Mr *** received his safe on January 11th, 2019 and signed as all clear with no damages. He called us on February 7th to report the damage. Unfortunately, the proper steps were not taken so that we could get this issue resolved.
The customer received the safe on January 11th, 2019 but reported the damage on February 7th. We have 24 hours to file a damage claim with the freight company and get a replacement ordered. Because it was reported almost a month later, the freight company denied the claim because the damage could have been caused by the customer with that amount of time that has passed. Most freight carriers allow 24 hours from a delivery to file a freight damage claim. After this time has passed, the customer will then need to file a freight claim with the shipper on their own behalf. The bill of lading was signed as all clear with no damage reported. The safe was not inspected at the time of delivery.
We did offer to offer a small refund due to the damages, but that is the most we can offer. If Mr *** had followed the instructions below, we could have ordered a replacement safe for him and picked up the damaged one. Because he waited almost a month to report the damage, our options are limited.

Thank you for your order *** !

See below for delivery instructions. We recommend you print a copy for your records. IMPORTANT: PLEASE READ
What To Do When Your Product Arrives IMPORTANT: If you sign your delivery receipt without noting package or product damage, you are accepting the product as undamaged and in perfect condition. It is imperative you thoroughly check the merchandise upon delivery or the freight company will not provide a refund or restitution for damages and Safe and Vault Store will not be able to provide assistance for repair or refund of your product. Please read all instructions below carefully.
Click here to view video on "What To Do When Your Product Arrives."

Over 150 pounds in weight:

Delivery of Your Product
When the carrier calls, please be sure to make arrangements to fit your schedule. You or a designated person is required to be present at the delivery date at the time of delivery. Deliveries are Monday - Friday 8:00 AM - 5:00 PM only. A 4-8 hour window of availability is typically required. If the carrier attempts delivery without making an appointment, you can refuse delivery and request an appointment. Storage fees may apply if delivery is not made within 3 working days from arrival at the terminal. You will need to pay these fees before a delivery is made. Once an appointment has been set, and a shipment has been put out for delivery, and the consignee agrees to change the delivery appointment, a re-delivery charge will apply. You will need to pay these fees before a delivery is made.
IF DAMAGE IS FOUND

INSPECTION OF PACKAGING AND DAMAGES ARE REQUIRED AT TIME OF DELIVERY: At the time of the delivery the truck driver will ask you to sign a delivery receipt. BEFORE SIGNING this receipt you must:
Visually inspect all packaging and notate on the delivery receipt any minor scuffs, scrapes or tears on the packaging. Why? Failure to notate on the delivery receipt even the most minor of scuff, scrape or tear will relieve the LTL freight company of responsibility for any damage to your product (even hidden damage) and a damaged goods freight claim is impossible to submit. ON THE DELIVERY RECEIPT NOTE EVEN MINOR PACKAGING DAMAGE SUCH AS SCUFFS, ABRASIONS OR INDENTS. WRITE: DAMAGE TO PACKAGE". Minor nicks, scratches scuffs and abrasions are common for safe and large product deliveries. These do not affect the operation of the product and touch up paint is available through Safe and Vault Store. If any parts are missing, please contact us and we will promptly send you replacement parts. Even though these are common, we still want you to write them down on the delivery receipt. You should ask the driver if you can remove the packaging to inspect the actual product for damage. It is the driver's discretion to allow you to remove the packaging and they may refuse. We recommend you remove the box and/or wrapping to inspect your product if allowed. If someone other than yourself will be meeting the driver to receive your product, please advise them of this responsibility. PRINT these instructions and provide to them. Refuse major damaged freight and/or note any major damage on delivery receipt before signing. Please contact Safe and Vault Store immediately to report problems to [email protected] (Major damage is severe scratches, dents or creases that impact the integrity of the product). If you sign the freight bill, accepting delivery as undamaged, without inspecting the packaging or product, WE CANNOT FILE A FREIGHT CLAIM AND YOU WILL NOT RECEIVE RESTITUTION FOR THE DAMAGED PRODUCT. Please call us and we will provide you with the Freight Companies contact information.LTL FREIGHT CARRIERS WILL NOT HONOR A FREIGHT CLAIM IF YOU DID NOT NOTATE EVEN THE SLIGHTEST DAMAGE ON THE DELIVERY RECEIPT. Most freight carriers allow 24 hours from a delivery to file a freight damage claim. After this time has passed, you will then need to file a freight claim with the shipper on your own behalf. To file a freight claim immediately call us at 800-207-2259 or e-mail us at [email protected]. E-mail the original delivery receipt with your signed notation and photos if possible showing condition of the freight. SAFE AND VAULT STORE MUST HAVE A COPY OF YOUR NOTATION OF DAMAGE ON THE DELIVERY RECEIPT TO FILE A CLAIM WITH A CARRIER. If more than one product is delivered to you, and some of the product(s) are not damaged, you need only refuse the damaged product and accept the other units. Note on the Delivery Receipt how many units were refused for damage. Always keep the original packaging material until someone comes to inspect it or we advise you to dispose of it. If your product is in good working condition and there are no freight damage concerns, you may dispose of the packaging.
If you have any questions about this information on your order, please contact us at 800-207-2259 or: [email protected]. Office days/hours are Monday - Friday 8:00 AM - 5:00 PM PST. After hours you may leave a message and we will immediately return your call when we return.

Returns and Cancellations: • Please see our Returns & Cancellations Policy

Thank you for your comments. First, I want to assure you that we did not send you a "refurbished safe". Unfortunately because you signed the delivery receipt as all clear, there is not much we can do. This is a legal document which states that there is no damage to the safe. We have attached a copy of the Freight Companies Delivery Receipt which says in all caps and bold print: RECEIVED IN GOOD CONDITION EXCEPT AS NOTED. We advised you of this when the first safe was refused due to minor freight damage. We also sent you two e-mails along with 2 videos when the order is placed on "What to do when the safe arrives". This e-mail explains that you must remove the packaging to inspect as there could be hidden damages. Once you sign the Delivery Receipt marked RECEIVED IN GOOD CONDITION, there is nothing we can do to file a freight claim. We regret that you failed to inspect the second safe as you were advised to several times.

The good news is that the damage is only cosmetic and does not affect the integrity of the safe. It is very minor. We are going to go ahead and refund you the $25.00 that we offered out of our pocket for the damages plus a touch up paint kit to repair the scratches. Once this is completed we feel your safe will give you man years of good use.

Dear Revdex.com: We are responding to Complaint ***. Our customer was shipped an original safe and he inspected this safe as we verbally instructed him to. He REFUSED this first safe and we shipped the replacement to him which he signed as "RECEIVED IN GOOD CONDITION, EXCEPT AS NOTED". Please see the attached R&L Carriers Delivery Receipt titled: Order ***. When he purchased the first safe, we sent him two emails which clearly explained that he should note any minor damage to the cardboard or pallet. Please see attached files entitled: Revdex.com Complaint *** A and Revdex.com Complaint *** B. These emails clearly explain the customers responsibility when receiving items such as a heavy safe.

In addition, we sent our customer a video which further shows all our customers how to mark even minor damage on the Delivery Receipt. Here is a link to that video:

https://www.youtube.com/watch?v=sh43eReyEYo

Once again, we do NOT ship damaged and refurbished equipment like our customer is alleging. After viewing the photos of our customers safe we determined that it is a minor scratch and we offered to send a paint touch up kit and we refunded him $25.00. We also gave him an added $50.00 discount on the original purchase. So, he has received $75.00 back on a $950.00 safe. In our professional opinion the scratch is very minor and can be easily touched up. We ship over 7,000 safes a year. We have a 9.0 customer satisfaction rating out of 10 on *** one of the largest internet review sites and we have an A+ Revdex.com rating.

Bottom line, had our customer inspected this safe or refused it as he did the first one, we would not be where we are. After multiple emails, a videos and verbally telling him to be sure and inspect the safe when it arrives, he signed for the safe as in GOOD CONDITION. We cannot file a freight claim after our customer has indicated on a legal document that all is fine.

We trust this will answer the Revdex.com's inquiry in a satisfactory way. Thank you. D. H Manager

Mr *** purchased a Hayman Depository Safe on October 24th, 2017. It has dual key functionality which has to be done in a certain order for the lock to open. Also it is possible to insert the keys upside down (they will still go into the lock, but won't turn the lock). Mr *** returned the safe on his own expense without contacting us to get an RETURN number per our return policy. If he had called in, we could have troubleshooted the lock on the phone and got the safe to work without having the need for the safe to be returned. If we had determined that the lock was defective over the phone, we would have had a locksmith come out to repair the lock or shipped a brand new safe out on our expense. We were never given the chance to work with the Mr *** to make sure he could get his safe to work.
When the safe was received back at Hayman Safe, they tested the safe and it worked just fine (keys turned and opened the safe). We processed the return based on our return policy which states that the customer must pay shipping both directions plus a restocking fee.