K P Surplus

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In 11/2011, KP Surplus was contacted through Ebay regarding two Hitachi projectors to be purchased for a 501(c)(3) organization. Specific inquiries were made regarding the quality of the image being projected, and they replied through ebay that the units were in good condition, free from the defect we were seeking to avoid. Two such units were purchased through ebay and paypal and were received a few days later. One unit worked as expected, however the other was received in poor working condition, not as advertised, showing clearly that it had the defect we specifically asked about. KP surplus was contacted through ebay and they offered to exchange the unit for another. The defective unit was sent back and another unit was received. This second unit was in worse condition than the first one sent back. KP surplus was again contacted and they offered to send another replacement without requiring the return of the second unit. The third unit arrived, but this unit was the first unit which was sent back. When contacted, KP Surplus said they had no more units of that type to exchange, so at my suggestion we agreed that KP Surplus would send a refund equal to the cost of one projector in exchange for a 501(c)(3) donation letter for tax purposes. KP Surplus agreed to these terms, and the letter was mailed out. KP Surplus confirmed that the letter was received and and that their bookkeeper had listed the refund for processing. After not receiving any refund or communication for several weeks, an email was sent to KP Surplus requesting an update. No response was given. Another email was sent several days later requesting that the refund be provided within two weeks. A reply was sent by KP Surplus the next business day that the bookkeeper and management would be contacted to have the situation resolved. After two days on I requested another status update and the next day received a reply stating that the bookkeeper was out sick and that she would bring the matter to management's attention again. Another status update request was sent a week later and was ignored. Yet another request for an update was sent a few days later and was unanswered as well. A complaint was filed with the BBB and the company ignored it - there's a reason they have an "F" rating! Be careful with this company!