Complaints for Pacific Columns, Inc in Brea, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

9/24/2021

Item # GVPVE16X1201SF/Order #1190763/ Ordered September 1, 2021 - After several attempts to get Vertical surface Mount PVC Gable ordered Vent deliver, telephone conversations and emails the package arrives 9/23/2021 (AM-Fedex). They sent the wrong Vent! Spoke with Andrew Gonzalez, Manager that wrong vent was sent. He tells me that the picture does not change no matter what size you ordered but I have pictures of what was ordered and what was received. Can fax these if necessary. I believe this business after looking at past reviews continues in "Deceptive and Fraudulent Practices". Mr. Gonzalez did not want the item returned and stated there is no refund. Resolution Sought I would love to give him his item back with me paying the postage and I would like a full refund. I believe this is reasonable!

Company Response

9/27/2021

Thank you for your feedback. I am sorry that this product is not what you were expecting and I would be happy to speak into these concerns. To start, here is a link to the product page for context: https://www.architecturaldepot.com/GVPVE16X1201SF.html On this product page, we list that this is a custom item and that returns are not accepted. You can find this right below the blue 'Add to Cart' button, as well as, in the 'Helpful Resources' section. Your concern was that the gable vent you received, did not match the picture you saw on the website. The picture that you are referring to is a stock image that is not representative of the size you ordered. This is self-evident by the fact that, regardless of what size you select, the image remains the exact same. To elaborate, the vent you refer to in the picture is taller than it is wide. The vent you purchased is wider than it is tall. Because we do not have photos for the hundreds of different sizes we offer, we list all of the relevant dimensions of the product so that our customers can shop confidently knowing what they can expect. The full description of your product reads, '16-INCH W X 12-INCH H VERTICAL SURFACE MOUNT PVC GABLE VENT: FUNCTIONAL, W/ 3-1/2-INCH W X 1-INCH P STANDARD FRAME'. Based on what you described to me on our phone call, that is exactly what you received. Another concern you had was that the vent you purchased did not offer enough ventilation. We specify that the venting area is 3 sq. in. on the product page right below the item number and in the 'Quick Overview' section. Since the product you ordered is what you received I cannot issue a refund and, again, it is custom-made so the manufacturer does not accept returns. If you are interested in a different size gable vent, I would be happy to provide you with a discounted quote. Thank you for your patronage and understanding. Sincerely, Andrew

Customer Rebuttal

9/29/2021

I believe this company continues to practice "Deceptive and Fraudulent' business practices .. my story is like the others on their reviews. Look at the reviews from this company! I have pictures of what was ordered and what was received ... does any one care to see these pictures? I think this matter is one that concerns not only me but future customers if the practices of this company continues. I did not get what I ordered and a "No Refund" is bulls**t when they sent the one item (Vents). I think this complaint would be cleared up when pictures are seen .... where do I send these pictures? I will go to the Kansas State Attorney's Office concerning this issue!

Company Final Response

9/30/2021

I had offered to review the photos but I explained that because what you described matched up with what was ordered, I was confident you did receive the correct product. That said, yes, please send me photos of what you received. If it does not match the description of the product as we list it on the website, I would be happy to issue you a full refund. The description of the product is, "16"W x 12"H Vertical Surface Mount PVC Gable Vent: Functional, w/ 3-1/2"W x 1"P Standard Frame". Please send pictures using a measuring tape to show the overall width and height, as well as, the width of the frame and the overall thickness of the product. You can send these photos to support@architecturaldepot.com. In the subject, please include your order number, 1190763, and "Attention Andrew". Thank you, Andrew

Complaints and Resolutions

Pacific Columns, Inc complaints