FAQ |
Members List |
Social Groups |
Calendar |
Search |
Today's Posts |
|
Ames Customer Satisfaction Forum Post a 'current' compliment, suggestion or issue with regard to an Ames service or product. |
Reply |
|
Thread Tools | Display Modes |
|
#1
|
|||
|
|||
Terrible Service
Terrible service. Absolutely terrible.
I placed an order about two weeks ago. Took longer than normal but I figured they might be short staffed and we did have the storm. Still haven’t seen anything so I called yesterday. Sat on hold for about 15 min I guess before it hung up on me. I called back today and they told me the order never left and they didn’t know why. I said that’s fine, these things happen I just needed them to second day it (I did not ask for next day) because the car is taking up a spot in my buddies shop and I need to get it out of there. They say no problem. They also said they were not open yesterday- maybe put that on the voicemail next time so your customers don’t waste their time. They call me back and say that the second day shipment was going to be $240 and they were willing to cover $100 of it. Now I have already spent $100 in shipping that was never used. So they want me to cover the difference. I don’t know if I am paying $40 or $140 (I think $40) but I shouldn’t be paying anything since it was their fault the order did not ship two weeks ago even when I paid their oversize shipping fee (twice! They charge it per item). So I told the customer service rep that I have been buying from Ames since high school. They get 90% of my business. That’s 32 years of loyalty. I asked what my average order was and she said it was about $500, maybe $1000. So I asked her if she was willing to lose a customer of 32 years for less than 10% of one of my orders. She said yes that’s what they were doing so here we are….. Guess I will start looking at other vendors. |
#2
|
||||
|
||||
The same attitude has forced me to buy elsewhere. The last straw was a couple of months ago, when I had a problem with a recently purchased w/s washer pump they would not make good on. So I told the guy who handles my parts ordering to shop Eckler's, Parts Place and NPD. I haven't had a problem with those companies that wasn't handled to my satisfaction.
|
#3
|
||||
|
||||
Quote:
Kyler @ Ames (800)421-2637 kyler@amesperf.com
__________________
[/SIGPIC] |
#4
|
||||
|
||||
Quote:
Kyler @ Ames
__________________
[/SIGPIC] |
The Following User Says Thank You to AMES-TECH For This Useful Post: | ||
#5
|
|||
|
|||
Yes Kyler, thank you. I did receive a call saying that they were going to cover the difference and it is appreciated.
My question is how did it get to that point? I mean the customer service rep (Heather I think) was very nice and called me back saying that she was told I needed to pay the difference. It’s not her fault- I am sure she has parameters on what she can and cannot do. However, someone made that decision. If I would have asked for next day air at $400 I can see them asking to split it. But I didn’t- the car is taking up a bay at a shop costing them (and now me) money- I need to get it out of there. I really appreciate you looking into it, but I would urge Ames to start looking at a situation before deciding on the resolution. How many PY members have just paid the shipping? Would I have had to pay the shipping if I didn’t post about it? This post could have been completely different- I could be raving on here about the fact that there was an error and Ames was willing to ship it 2nd day to get me out of a bind. For a $40 difference that Ames ended up paying anyway I could be talking about how great the customer service is. Please treat us the way you would like to be treated when ordering something that you are passionate about. |
#6
|
||||
|
||||
Quote:
Thank you, Kyler @ Ames
__________________
[/SIGPIC] Last edited by AMES-TECH; 12-28-2022 at 03:34 PM. |
#7
|
|||
|
|||
She relayed it to me exactly as you did- that they were going to cover $100 of it. It was the extra $40 that got me.
|
Reply |
|
|