My Experience Working with Legacy Industrial

[tcotterbend]

So I recently covered my garage floor with G Floor pads. I have a small 10 inch strip of concrete that extends out from the garage door that I wanted to coat so that it created a more finished look and also protected the concrete, as it was starting to show signs of aging. There's also a 12 inch section of foundation on either side of the garage door that I also wanted to coat so that it matched the strip.

Well after doing some research and reading some stories on this site, I decided to order a quart of Hellfire from Legacy Industrial. Well, I missed the part about this being exclusively for interior use, even though their website says it can be used on loading docks, vehicle service centers, etc., which I assume would have a small portion exposed to the elements to some degree. They also describe the product as being "formulated for extreme performance and protection under the worst of conditions." With that said, it ultimately was my mistake in ordering this product.

When I discovered my error I contacted Legacy the day before it was supposed to be delivered. They said that they accepted NO RETURNS for their wet products. I then talked to Scotty and he said the main reason was that they packed their items to handle a one-way trip, whatever that means. I guess one way to make sense of that is they don't package their items very well. Scotty also didn't want to have to deal with products that came back dented and so on. I get that. But I was not even going to open the box and simply wanted to do a return to sender via UPS. Still a no go with Scotty. When I mentioned that I could have bought Rust Bullet on Amazon Prime and returned with no questions asked, he said then go buy Rust Bullet and hung up on me.

So in looking around I found that Rust Bullet, Ghostshield and Concrete Sealers USA, ALL offer returns.

So I accept that I screwed up and should have looked at their fine print more closely, but I have a hard time understanding how a company can adopt this sort of return policy for non-custom types of products, when their competitors are much more customer service oriented.

If this type of service is any indication of their product quality, you might want to think twice before working with them. I am sure they have many happy customers from what I have read, but I am not one of them.

 

[LegacyIndustrial]

We are sorry to hear your experience was not favorable.
I attempted to explain why our policy is this way but I don't think I got the message across.

Wishing you only success in your garage-floor quest.

 

[tcotterbend]

Well besides what I have stated in my email, what did I miss?

And if the product were to be returned in perfect condition, box unopened, no damage, etc. why wouldn't you accept the return?

 

[nadogail]

Thanks for sharing your experience, I will take your post into consideration if I buy another garage floor product.

 

[Hawkins]

As a prospective buyer from Legacy Industrial, I was directed here from my own forum thread. I have a couple perspectives on this, most of which the OP will not like. Disclaimer, I am not affiliated in any way with LI, I don't have any stake in the game, and I've heard and read their products are top notch. This is important because I may be dropping a couple grand on product and I don't take that amount of money lightly. When I read reviews, particularly negative reviews, I try to play devil's advocate and understand the situation. I don't take comments at their face. Here are my thoughts:

1)OP Says "Well after doing some research and reading some stories on this site, I decided to order a quart of Hellfire from Legacy Industrial". I went out to the Hellfire product on the website. Within the description, it clearly states "HellFire® Concrete Coating can be used in warehouses, garages, auto-service centers, utility rooms, “back of house” floors and metal (clean and oxidized) surfaces, marine vessel oxidation control. Vehicular traffic may resume after only 72 hours of cure.". Then I pulled up the Tech Data sheet on Hellfire. HellFire® Concrete Coating is recommended for all new and existing interior concrete surfaces requiring a nono-nonsense chem/wear resistant, waterproof and protective maintenance coating. Interior surfaces: garages,
warehouses, manufacturing floors, loading docks, marine environments, laboratories, chemical splash zones and vehicle-service centers. Exterior surfaces: vehicle chassis, equipment chassis, marine vessels, metal surfaces (clean or oxidized)." No where does it say it should be used on concrete externally. In fact, it recommends the opposite. While I don't know what level of research the OP did, my "research" was simply looking at the description of the item and the Tech Sheet which I would imagine anyone would do when buying any kind of epoxy/coating application.

2) OP also stated "With that said, it ultimately was my mistake in ordering this product." and "So I accept that I screwed up and should have looked at their fine print more closely". I have a hard time believing OP really accepts responsibility this over his frustration with the company not allowing the return of a $49 product. I hate wasting money as much as the next guy, but we aren't talking $1,000's here. It might be me, but I don't expect companies to regularly change their policies because of me. What's the point of them if that's the case. You may not (want to) see the harm of a no return policy, but I am sure it means something -- otherwise it would not exist.

3) Company offers free shipping. If OP readily admits his own error, then who covers the shipping cost to/fro. If it were my mistake, I think the costs are mine to bear. For $49, we'd like be taking $12-20 in shipping -- net refund here now being $30.

4) In reviewing, Legacy's return policy is not easily found on the website. I do wish it was more easily found and clearly stated. This reinforces my thoughts that I need to figure out exactly what I need prior to ordering. I was able to find it under "Shipping and Surcharge Details". It clearly states "The following items cannot be returned: Coatings/Primers/Sealers/Dyes/Densifiers/Stains/Pigments (all), Flake/Chips, SDGrinder, Diamabrush items (all), Diamond Tooling items (all)." Also states that there woul dbe a 40% restocking fee even if a returned is allowed. Ouch this is high but it's stated so it's my risk of doing business with them (and also means you are arguing over $30 of "your mistake")

5) OP mentioned other "competitors" have return policies. This really is a moot point. I was car shopping and Honda offers ** warranties, Kia offers YY warranties, and Toyota offers ZZ warranties. They are all factored in to the product and there's no interplay between the two. This goes the same for return policies. Being a businessman myself, I understand if returns are accepted, that's additional cost. This means my products go up in price. It's clear OP picked Legacy over their product reputation. OP proves this by saying they researched, etc... They have a higher grade product and if you wish to use it, you have to accept the terms of the company you're buying from. If you don't like the terms, don't buy the product. If you do, then buy. However, don't say multiple times you accept responsibility for your mistake but then have complaints that show you really don't accept the responsibility for your mistakes.

6) FWIW, I have talked to Scotty. He seems like a nice guy and willing to help. He has not paid me to say that. I get no benefit for saying that. The reviews on the product are good. I don't think the one isolated incident the OP had is reflective of the company -- especially given the other posts from other users of Legacy Indust. products. I'd use them -- but ensure I know what I need and am ordering prior to ordering.

7)Why does the OP just apply the product anyways and see how it works out. He's out the money, might as well give it a try.

 

[egdede]

Entitled whiner, angry because he didn't do his own due diligence, joins forum to cause trouble for businessman : (

 

[59 wagon man]

problems like this can be eliminated by going old school and calling up the vendor to verify it is the right product before ordering on the internet. my 18 year old daughter will always jump on the internet before making a phone call. a recent example is her florida sunpass, sveveral times she tried to set it up online wasting about 30 mins and getting nowhere. i call the 800 number and after a 1 min wait get a live person who says we always have problems with the online applications and went on to process her info in less than 5 mins

 

[Hawkins]

problems like this can be eliminated by going old school and calling up the vendor to verify it is the right product before ordering on the internet. my 18 year old daughter will always jump on the internet before making a phone call. a recent example is her florida sunpass, sveveral times she tried to set it up online wasting about 30 mins and getting nowhere. i call the 800 number and after a 1 min wait get a live person who says we always have problems with the online applications and went on to process her info in less than 5 mins

I hear you here! I called Legacy with my questions -- Scotty saved me some money + allowed me to avoid an ordering mistake. I talk live whenever I can!

 

[Jinks]

Online, brick & mortar, flea market, shifty guy on the street corner...if you don't look for, find, & understand the return policy, YOU OWN IT!...........

 

[HotrodHR]

I'm sorry, but for a quart of product the OP should accept their mistake. He could try a test or find another use for the product.

For the vendor, they should offer a credit towards a future purchase. A little goodwill goes a long way...

JMHO

 

[rjacobs]

I cant fault them for sticking to their return policy...

Legacy(probably Scotty in particular) goes above and beyond as is evidenced on this site...

There was a thread a month or two ago where a guy put down 4 coats of Hellfire and had a bunch of scratches due to some unknown reason...most likely installation error. Scotty sent him a bunch of free material(a new hellfire clear coat) to re-do the floor... Thats above and beyond. I wouldnt fault Legacy for saying "well that was probably installation error, we arent going to cover that"... same with my Nohr-S floor I put down from them... I cant fault them for my installation error if I have an issue with my floor.

To the OP: I would put the product down anyway... Whats the worst that happens? probably nothing... or maybe it wears away... I dont know, I dont know enough about Hell-Fire to comment on their reasoning for not recommending it for outside concrete. I bet Scotty can comment to that though and then you can make an informed decision on whether to put it down or not.

 

[Armorpoxy]

In support of our fellow vendors, we too have a no return policy that was instituted when Covid hit.

Our return policy is clearly stated on our Returns section of our website, and we do enforce it. Agree on above, always check with your suppliers or vendors before purchasing to check their terms and conditions as it avoids problems and manages expectations.

 

[yeldogt]

I hear you here! I called Legacy with my questions -- Scotty saved me some money + allowed me to avoid an ordering mistake. I talk live whenever I can!

Went through this yesterday ... I'm driving and the peanut gallery is asking me questions about something that I can't answer. I say nicely 4 or 5 times to call them as they all battle on respective phones to find answers. I finally had to say -- call them or forget about getting it.

They called and had the answer ...



Lots of Co'c have no return policy currently.