ComplaintsforSchoolOutfitters.com

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a desk the drawers lock broken just want replacement order purchase it. Myself *** is a company told to contact bogus phone number just get the run around no one wants to take responsibility for the desk drawer lock and the product that they sell not about the customer or stand behind there products

  Business response

  04/25/2024

  Hello, 

  Thank you for your feedback. I am very sorry for the issues with the desk that was purchased, In reviewing the work ticket I found that the customer stated they purchased the desk on ****** previously. They reported that the desk drawer lock was broken. During our attempt to troubleshoot this we send them a replacement based on the sku they provided us. That replacement part was incorrect. We then received photos, some of which I have attached here; that show the desk is a branded *** desk. *** is not the same business as School Outfitters; although we sold them in the past through our direct website; never on ****** and we no longer sell them on our website.  

  We directed the customer to contact *** and provided the last known number we have for them as we no longer carry those items and would not have sold this desk to the customer via ****** as we only sell our School Outfitters exclusive brands on ****** and *** is not one of those brands. 

  In researching this I found that *** has sold their company to *** from what my supply chain team has told me. Their website is **************** and it looks like there is a contact form on their site here: ****************. I also found ###-###-#### as a general inquiry contact number. I recommend the customer reach out to ***, however we are not able to provide replacement parts or a refund for product that School Outfitters did not sell or manufacture. 

  Please let me know if you have any questions or if there is anything I can do to further assist. 

   

  Thank You

  Bethany L***

  School Outfitters 

  Director of Customer Relations

  ###-###-####

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Please see attached

  
  
  Regards,
  
  ******* ******
  

  Business response

  05/03/2024

  Hello, 

  
  The customer rejection letter is dated and appears to have been on 4/27. My manager Caitlin called and spoke to ******* Monday 4/29 and was able to work through the issue with him. I attached the email chain between Caitlin and ******* after that phone call. ********* response was, "Thanks Caitlin for clearing everything up I will contact better business office to drop my Case sorry for any inconvenience".
  
  I appears he hasn't had the opportunity to do this yet but he advised us that he understands that School Outfitters cannot resolve the issue on the *** branded desk. Caitlin did offer to support him directly for any issues he may have in the future with our Learniture brand to show that we do stand behind our product and customers. 
  
  Please let me know if you have any questions. 
  
  Thank You,
  
  Bethany L***
  Director of Customer Relations
  School Outfitters 

  
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Below are the details outlining a significant issue with shipping and advertised lead times for product arrival associated with School Outfitters. At the time of ordering, School Outfitters stated on their website that tables would ship 62 days after ordering which led us to believer our tables should arrive in July. We are almost 6 months in post order and still have shifting promises about when items will ship. I would strongly urge any other school considering a similar purchase to closely review other options or set up a formal agreement with School Outfitters guaranteeing delivery times. April 29, 2022 quote obtained May 6, 2022 PO sent July 2022 estimated arrival We then received emails indicating that our order would ship on 9/26 which got moved to 10/4 which was then moved to 10/26. The pattern is that the company keeps the customer hopeful with rotating guesses on when items will ship from the end of the month, to the start of the next month, to the end of the month. Our order, $67,000+, that should have arrived July 2022 is now estimated at the end of October which we fully expect to receive a form email around that time indicating an early November estimate. There are significant areas of improvement for School Outfitters and we have been offered no customer service options or help except being told to wait. At this point, we believe the 62 lead day that was published was false advertising so that schools would feel confident their orders would arrive prior to the start of the new school year.

  Business response

  10/06/2022

  School Outfitters does not publish or advertise any lead times outside of quick ship promotions like “Ships in 24” as our lead times are estimates and subject to change. We notify customers when there is a delay and when there are multiple delays instead of a templated form letter there should be a different contact with options and next steps for the customer. In reviewing this order that step did not happen. We will review and update the process as needed to prevent this from being missed in the future. We have contacted the customer to explain what happened and offered options to help until their furniture arrives.

  Customer response

  10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ************
  

• Initial Complaint

  03/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  see attached documents. When I try to get tracking information, I get a new expected shipping date at least a week in the future. I have sent numerous emails and called many times with no response. I ordered and paid in full including FedEx shipping on 2/2/22. My latest inquiry has produced another delayed shipping date (see attachments). This was a birthday present for my grandson (2 years old) but nothing has been done in almost two months. I will be contacting FedEx and ****** to file claims if BBB does not resolve this issue.

  Business response

  03/21/2022

  Hello ******** 

   

  I apologize for the delays with your order. Neither we nor our supplier have this item (Textured Sensory Puzzle Blocks) in stock. The estimated ship date of 2/14 was given when the order was placed and was based on the lead time for the product. Since then the supplier has reported they did not receive in the product as expected and do not have it to ship due to worldwide supply chain issues. The product continues to be delayed and the most recent update we have received is that they will be able to ship on 4/26/2022. However that is estimated and depends on the product arriving as expected.  I'm very sorry for the delays and the inconvenience this has caused you. We have two options to move forward:

  1) I'm happy to refund you in full for your product and shipping charges ($45.98 product + $23.49 shipping + $5.73 taxes = total refund $75.20) and continue to send you the product free of charge. I am not able to guarantee when the product might come in - but as soon as it does we will ship it to you and forward the tracking. 

  2) I can cancel the order and refund you in full for your product and shipping charges ($45.98 product + $23.49 shipping + $5.73 taxes = total refund $75.20).

  I appreciate your patience with this process and your willingness to provide this feedback. When our customers experience frustration it matters to us, and as a manager I truly appreciate the opportunity to make this right for you and review the opportunities we have to make it better for you and our other customers in the future. School Outfitters strives to make every customer experience as seamless and simple as possible.

  Please just let me know how you would like to proceed or if you would like to discuss this further. 

   

  Thank You, 

   

  Judy R
  Director of Customer Relations
  School Outfitters 

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩