I'm sorry you had a bad experience. I don't know the exact details
because it's Friday night and I can't check til Monday.
Unfortunately damages in shipment can occur. If you notice the
damage upon receipt, you should refuse the shipment. However
sometimes "hidden damage" occurs as it did, I suspect, in your case.
As the name implies, hidden damage is when the shipping container
appears to be in good condition but when you open it you find the
damaged goods inside.
Technically it is the policy of most, if not all, suppliers that the
receiver (you) call UPS and get an inspector to come out to your
shop to inspect the damage. That can take some time. In your case,
the person you spoke to probably assumed that might be adding salt
to the wound and simply asked you to return the package. In that
case, UPS is no longer responsible and Gesswein simply disposes of
The customer service person you spoke to should have told you to let
us know how much the shipping cost was and we'd reimburse you or
credit you. So please email me and let me know the charge so I can
take care of that for you.
Since you paid for the original shipment by credit card, we are
obligated by law to credit your card and rebill you for the new
shipment when it goes out. If this is not done and any unforeseen
problems occur, it can make a real accounting mess on your credit
card and in our billing department. There is no confusion when you
can trace every transaction.
Our policy is to issue credit only when the merchandise is back in
our possession. Again, just a bookeeping nightmare if we were to
issue credit before we actually had the product back. And if the
damaged item is returned fairly soon, you usually see the credit and
the new charge appear on your card statement at the same time.
I'd like to personally apologize for all the trouble you had.
Gesswein is comprised of human beings and we are not perfect but we
try to be fair and honest with our customers. It's important that
we explain our procedures so that no one is unhappy with our
service. I'm sorry we failed you in this case.
VP Technical Services
Gesswein Co. Inc. USA