Chemical Guys Customer Service...What a joke...

I have made one purchase from them (cali) and the same day made an order from ag (Florida) and both were shipped to my home in okla. The cg package did make it here first by two or three days. I ordered some stuff from them that isn't offered on here. Didn't have to contact their customer service but their order processing and shipping were on point.
 
Never had a problem with Chemical Guys. There customer service has answered all of my questions by email in the same day if sent during business hours, but here are a couple of good rules to follow.

1. If it is important you should and call and talk to some body one on one. Don't email.
2. Poor planning on your part does not constitute and emergency on someone else.
3. Everybody make mistakes. How can you expect perfection from every company all the time? When nobody can ever come close to that level at any time.
4. Don't flame someone until they have had ample chance to fix a problem. If they do fix the problem don't flame them after. If you do what motivation does the company have to do the right thing next time because they can't win.
 
wlshephard said:
Never had a problem with Chemical Guys. There customer service has answered all of my questions by email in the same day if sent during business hours, but here are a couple of good rules to follow.

1. If it is important you should and call and talk to some body one on one. Don't email.
2. Poor planning on your part does not constitute and emergency on someone else.
3. Everybody make mistakes. How can you expect perfection from every company all the time? When nobody can ever come close to that level at any time.
4. Don't flame someone until they have had ample chance to fix a problem. If they do fix the problem don't flame them after. If you do what motivation does the company have to do the right thing next time because they can't win.
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1. Why is e-mail support an option if they are not going to address the issues appropriately? Did you even read the e-mail transcript... In my experience, calling them was less helpful than the now 4 days of e-mail responses (all within business hours). I still have no idea who's account they refunded the price of the towels to...it sure wasn't mine and still no response about the "refund".

2. Poor planning? You mean contacting an appropriate channel for customer support that's listed on their website?

3. I expect competence and the courtesy of having "customer support" read, understand and intelligently respond to my questions and/or problems.

4. It's not just about a desired outcome, it's how you have to get to the outcome and your EXPERIENCE, not outcome...meanwhile they sent me a copy and paste of some refund receipt yet didn't say what card was refunded or paypal account...

If they would of listened, comprehended and refunded my money on the spot (or sent me a label to ship the towels back to them for a replacement) this thread never would of been made, and it certainly wasn't made to flame CG customer service, it's to show an accurate experience of their customer service...where not a whole lot of service goes on.
 
The poor planning was not directed at you. It is just good advice in a customer service situation. I read the transcript. I can actually see the smoke coming out of your ears from here. I can see your upset. Just trying to help. I am truly sorry you had a bad experience. I just think you have hit that plateau of angriness that nothing they could do would ever make the situation right.



Scott@IncrediblyDetailed said:
1. Why is e-mail support an option if they are not going to address the issues appropriately? Did you even read the e-mail transcript... In my experience, calling them was less helpful than the now 4 days of e-mail responses (all within business hours). I still have no idea who's account they refunded the price of the towels to...it sure wasn't mine and still no response about the "refund".

2. Poor planning? You mean contacting an appropriate channel for customer support that's listed on their website?

3. I expect competence and the courtesy of having "customer support" read, understand and intelligently respond to my questions and/or problems.

4. It's not just about a desired outcome, it's how you have to get to the outcome and your EXPERIENCE, not outcome...meanwhile they sent me a copy and paste of some refund receipt yet didn't say what card was refunded or paypal account...

If they would of listened, comprehended and refunded my money on the spot (or sent me a label to ship the towels back to them for a replacement) this thread never would of been made, and it certainly wasn't made to flame CG customer service, it's to show an accurate experience of their customer service...where not a whole lot of service goes on.
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wlshephard said:
The poor planning was not directed at you. It is just good advice in a customer service situation. I read the transcript. I can actually see the smoke coming out of your ears from here. I can see your upset. Just trying to help. I am truly sorry you had a bad experience. I just think you have hit that plateau of angriness that nothing they could do would ever make the situation right.
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I'm not as upset/angry as I am annoyed/frustrated at the whole experience. I've never had such a bad customer service experience before.

What would make the situation right is to over-haul the whole department and put better practices in place so others don't have to deal with this nonsense. They better hope their new business always exceeds the rate they are losing existing customers.

Receiving a (non-existent as of now) refund was the no brainer answer from the first e-mail, not 4 days later sending me a copy & pasted receipt saying a refund was issued and I haven't seen anything to reflect that on the card I payed with (or my paypal account) and no response from Joanna...
 
In this day and age I really don't see why sending an email to get an issue resolved is such a big deal. I've emailed tons of companies to get issues resolved with no problem so I don't see why when the topic comes up for detailing sites why there's so much backlash to emailing vs calling.
 
When I have been in similar situations the one thing that has always worked for me in extremely frustrating situations and it also brought me a satisfactory resolution. It sounds goofy but it has never failed me. I do some research and find out the owner of the company. Then I write a nice, concise, fact based letter with all the pertinent info and mail it to them. Not only have every business (but one) fixed the problem they went over and above. The one company that did not take care of the problem I contacted the Attorney General of that state with all the facts. The Attorney General however did get them to resolve the problem. You might try that route.
 
wlshephard said:
When I have been in similar situations the one thing that has always worked for me in extremely frustrating situations and it also brought me a satisfactory resolution. It sounds goofy but it has never failed me. I do some research and find out the owner of the company. Then I write a nice, concise, fact based letter with all the pertinent info and mail it to them. Not only have every business (but one) fixed the problem they went over and above. The one company that did not take care of the problem I contacted the Attorney General of that state with all the facts. The Attorney General however did get them to resolve the problem. You might try that route.
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Thanks for the advice, it doesn't sound goofy at all. I can't imagine any CEO being content with any customer having this experience, and if so then I don't want to spend my money at their business.

What is the best way to find e-mails of higher up chemical guys managers?
 
In my opinion (which does not mean its fact, right or sane) email is a indirect or passive route. You send it to a email box where there is probably hundreds of messages that need reply's so you are competing for attention. Also most of the time if you have a couple hundred emails in your in box you will rush through them to clean you email box out. Also being computer based weird things can happen. I feel email is more reliable than texting but not by a lot. On the other hand if you call you take a direct or active route. You have a person right then with no waiting and you hopefully have there full attention.

goldendodo19 said:
In this day and age I really don't see why sending an email to get an issue resolved is such a big deal. I've emailed tons of companies to get issues resolved with no problem so I don't see why when the topic comes up for detailing sites why there's so much backlash to emailing vs calling.
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I have gone to the net and goggled the business and have stumbled on it. It sometimes take some time. I will try to see if I can find something. But you don't want an email address just a physical address and a name to send a typed letter. Real letters sent by usps get more attention. In my opinion.

Scott@IncrediblyDetailed said:
Thanks for the advice, it doesn't sound goofy at all.

What is the best way to find e-mails of higher up chemical guys managers?
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So far by going to the Better Business Bureau (were you can file a complaint also) I have got this info:

Principal: Mr. Mike Scharnagl (Vice President of Sales)
3915 W 102nd St, Inglewood, CA 90303-1004

But I would go higher to the president or ceo or owner.
 
wlshephard said:
So far by going to the Better Business Bureau (were you can file a complaint also) I have got this info:

Principal: Mr. Mike Scharnagl (Vice President of Sales)
3915 W 102nd St, Inglewood, CA 90303-1004

But I would go higher to the president or ceo or owner.
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Thank You! :dblthumb2:
 
David Knotek Chief Executive Officer

Smartwax
3915 West 102nd Street
Inglewood, CA 90303
HQ Phone: 310-674-8135
Direct Phone : 310-674-8135
 
I think the length of this thread and no reply by CGs says a lot here.
 
No problem. I have a couple more recommendations when you write the letter. Only include facts. Include all copies of previous contact with times and dates. Be professional (use the carrot not the stick). Try to include some positive comments about their business or products that you have experienced.

A couple of general rules I try to follow. (I am only human, that's why I say try)
1. For every negative I include a positive. Be it letters or employee reviews or dealing with people everyday. It is possible to rip someone and have them walk away feeling good about it.
2. I usually go with the three strikes your out in business dealings. Unless they make things right. Then I forgive and forget.


Scott@IncrediblyDetailed said:
Thank You! :dblthumb2:
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Another reason calling is better than email is emotion. It is very hard to convey the right emotion through email. The tone you write an email in is not the tone the people may perceive. Also what you type is available to interpretation. If the person is that is reading your email is having a bad day that tone or emotion is likely to bleed into your email. Also if you are on the phone any questions or misinterpretation is handled immediately and there is not wasted time emailing back and forth.

goldendodo19 said:
In this day and age I really don't see why sending an email to get an issue resolved is such a big deal. I've emailed tons of companies to get issues resolved with no problem so I don't see why when the topic comes up for detailing sites why there's so much backlash to emailing vs calling.
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Scott@IncrediblyDetailed said:
I don't think anyone is bashing CG, other than reporting their experiences, which will hopefully help others make better, more educated decisions when purchasing their products from them.

I'll have to remember that AG price matches their products, that is a very good point.

Maybe if we're lucky someone from CG will chime in and we can get their point of view.



This was my exact experience when I called.
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I think the gal I dealt with was Joana. I used to work in a position very similar to hers, it really is a tough job.
 
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