I ordered a "Diversion Safe" online from the First Rate Security website on 11-21-08 and paid $18.78 using PayPal. I immediately received a confirmation (order #Inddirect-7830) from Mr. Douglas O'Connor.in his reply, though, his company was listed as L&D Direct, not First Rate Security.
On 12-17-09 I tried checking on my order, but its status was not listed on First Rate Security's website. I then called the number Mr. O'Connor had listed in his confirmation email, left a message and waited for a callback that never came. I then sent an email requesting either my merchandise or a refund.
Mr. O'Connor responded immediately by email, explaining that my safe had been out of stock, but would now be shipped immediately. He apologized for the delay. This time his company was listed as "1st Rate Security".
On 1-6-09, I received another email - this time from Mr. David Berger, First Rate Security. He included the USPS tracking number and encouraged me to "contact us with any information you need once you receive your product".
So far, so good. Both men were very professional, attentive and helpful.
On 1-8-09 my "Diversion Safe" was delivered in perfect condition. Unfortunately, it was not the safe I had ordered. Although both items were labeled "Dried Soup" safes, the one that arrived was not what was pictured on First Rate Security's website.
I immediately emailed Mr. O'Connor and expressed my disappointment. After waiting 48 days, I had received the wrong safe. Since no return instructions were included in the shipment, I asked how to return the lesser item and requested a credit to my PayPal account.
Mr. O'Connor again responded immediately. He apologized for the inconvenience, but said he checked the "manufacturer's picture" and said it was the same as the picture on their website. Mr. O'Connor sent his original email first to Mr. Berger, with the cc: to me.
I responded by sending yet another email - this time with photos of what was pictured on the First Rate website as well as several pictures of what I had received. They definitely were NOT the same Diversion Safe.
Nothing. No response. No reply.
I tried once more on 4-12-09. I again directed an email to Mr. O'Connor at First Rate Security. This time I included the pictures in the body of the email so the file wouldn't be so big - and I could be sure he received them. I pleaded with him to either send me the Diversion Safe I had originally ordered in November or to let me return the unwanted, lesser quality safe for a credit to my PayPal account. I even tried to sweeten the pot by promising that if he did so, "our relationship will be over and you won't need to hear from me again".
The next day I received I received a reply - this time from Mr. Berger, First Rate Security, Inc. He informed me that "the company changed ownership in January '09 and our responsibility starts with all orders received after that date. If you need to reach Mr. O'Connor, please email him at %. I am copying him on your message".
Since Mr. O'Conner had already been "copied" on my latest request, why would I email him again? Besides, if the company changed ownership, what incentive would Mr. O'Connor have to satisfy First Rate Security customer?
As for Mr. Berger - representing First Rate Security, he was the one who emailed me on January 6 with my order's tracking number and the offer to help. And my letter of January 9 was forwarded to him. Claiming that his responsibility "starts with all orders received after that date (January 9)" sounds more like an excuse than a reason.
All this ill will and effort for an item costing $10.79 shipping? I'm glad my order wasn't any larger.
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