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

I like certain things from Chemical Guys, but their towels are not one of them for sure. If you buy CG stuff from Amazon Prime where you don't have to deal with CG you're okay, just send it back and forget it. Otherwise...you're on your own...beware.
 
Sometimes e-mail isn't always the best way to get in contact. Heck, I sent an e-mail to AutoGeek 3 days ago and never got a response- Buuut I'm actually inclined to assume it didn't go through, they usually aren't that slow!

Maybe all of the Chemical Guys people are busy thinking up hip, cool names for their products (the more ambiguous and silly, the better), and figuring out cool new ways to use filters and the included effects in iMovie for their videos!

(Full disclosure- I use and like CG products. But I never miss an opportunity to make fun of their lame, cheesy videos and weird naming scheme!)
 
I think CG customer service is appalling worldwide. I emailed CG South Africa 2 weeks ago about shipping and to date have received only an automated response to say that they have received my email and will be in touch shortly...
 
Nick@Autogeek said:
Hey Scott, I'm going to forward this thread to my contact at Chemical Guys. I'll give them the benefit of the doubt and assume they're incredibly busy like we are, and that they aren't able to respond as quickly as they normally could.



Autogeek does not own Chemical Guys. :dblthumb2:

Also, for everyone that posts in this thread, please remember that forum rules clearly state that bashing of other vendors and members is NOT OKAY.
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Thanks Nick, I appreciate it.

It's just frustrating when you have a conversation via e-mail (i've gotten several responses) and when you ask for a refund or replacement towels (some sort of action on their part) they all of a sudden are no longer interesting in responding.

TundraPower said:
I like certain things from Chemical Guys, but their towels are not one of them for sure. If you buy CG stuff from Amazon Prime where you don't have to deal with CG you're okay, just send it back and forget it. Otherwise...you're on your own...beware.
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Thanks, I'll look into this, I'm an amazon prime member.
 
Tato said:
I've experienced their customer service once, and I felt it was going to be the worst experience ever... Luckily someone 'up there' took the front and solved my issue way better than expected, had enough patience to do whatever was possible to help me and we ended on a very nice deal.

Being that said, I have nothing to say about their service than it's pretty good.

Hope you can solve this issue the best way.

Kind Regards.
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tpr1634 said:
Emails are ifffeeee with them as I am waiting on one myself, with them I found you must call them.
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received email question was answered.
 
TimmyG said:
Chemical Guys is NOT owned by PBMG/Autogeek/DD/DI, etc.

Lots of misinformation in this thread.

To the OP - I've also had poor experiences with CG customer service. I find it worth the extra cost to buy their products through a reputable resaler (like...AG) and then when you have an issue, you know you're taken care of.

Just my $.02
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Cant get all of their products through AG.
 
Good info, I was considering two items directly from Chemical guys and I dont know if its better to order off of ag. They hype up their products and have good demonstrations, but then you get that?

Seems to me as if the towel was sewn with not enough stitching
 
TundraPower said:
I like certain things from Chemical Guys, but their towels are not one of them for sure. If you buy CG stuff from Amazon Prime where you don't have to deal with CG you're okay, just send it back and forget it. Otherwise...you're on your own...beware.
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I've had bad experiences with them as well, I emailed them asking a question about their APC and it took two messages and 5 days to get a response. Personally I really believe their products are overrated (aside from Citrus Wash and Gloss), the product descriptions are a joke.

As stated above their towels aren't that great either. Ordered their Black Monsters and was not impressed at all. (Their pictures make them seem extra large and fluffy, but they're the same size as regular microfibers you get anywhere and the material as well) Autogeek's Gold Plush Jr's though...:dblthumb2:
 
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CGs is OK. But one thing they could do to improve IMHO is make more professional videos. I'm talking about better lighting and more close ups. But, I think the stuff is more geared towards the noob than the perfectionist. Some of their products are quite cost effective, especially diluteable liquids by the gallon.

The thing is, they never seem to improve on old products - just add new ones. This leads to a lot of product overlap and makes the perfectionist question what the differences are.

For example, they have soooo many soaps, wheel cleaners, and QD/spray wax type products. Some of them are good, some are maybe average at best.
 
I haven't tried much Chemical Guys stuff. Maybe won't either but who knows...

I rather stick with Meguiar's, Menzerna, Optimum, etc...

The one product that has really impressed me is the Wooly Mammoth towel.

The only other drying towel I've tried was the MicroFiber Madness Dry Me Crazy.

Woolly Mammoth vs Dry Me Crazy.

Winner: Woolly Mammoth, IMO
 
I limit my CG purchases BECAUSE of their horrible customer service. There are some things I will buy, but still buy it from a third party to limit my interaction with them.

I have to say they rank among the worst, in my experience with them.
 
Speaking of they're on sale now for the 12 days. I had no initial interest in trying CG but about a year ago wash and gloss seemed to be the flavor of the month so I bought a gallon of that and piña colada air freshener from them. I liked wash and gloss at first until I tried some other soaps. I found it hard to rinse completely free even at the 1oz to 5gal ratio. Really turned me off, always left residue and it annoyed me. Not to mention their inconsistency with dilution ratios. In videos they say an oz was the size of the cap, not true, then online they say a capful works, then the bottle says dilute 1oz. If you used the lsp stripping ratio forget it that stuff seemed to cling to the paint and never wash off. As for the air freshener it smells real nice but doesn't last or more than an hour. Pointless really.

Another thing that bothers me is how they relabel old products and pass them off as new. For example vintage series. Speed wipe and butter wet wax were existing products they slapped a nice new fancy label on. Clever on their behalf but to those of us who know their tricks it looks bad and unprofessional.

Granted I have only tried a few cg products but I didn't enjoy them. Feel free to try them if you want because really you won't know if you like it or not unless you do.


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I would add, and I use a fair amount of Chemical Guys products some are good and some just suck. Their shipping is bad, I have had shortages leaking product etc. My first order had a problem with leaking, it was a $160 order if I remember correctly. I called them and they were great no problem will send a 16 oz bottle to make up for lost product, great a week later fedx rings the door bell here is another order plus the 16 oz replacement. So I called them back told them the story and said it will be on the porch for pick up they said thanks for being honest enjoy. I will tip my hat on Autogeek shipping its first class. I as said in a reply to this post they got back to me in less than 24 hours me being on the east coast I will pass along if you use final polish they have discontinue it, I am open for suggestions, they still have the P40.
 
I've only made one Chemical Guys order and don't plan to again.

They forgot an item in my order, so I emailed them about it and never received a response.

Rather than bugging them for it, I decided they won't get any of my money again.
 
Update:

I called and they do not offer any type of refund or exchanges on towels and could not careless that I was not longer going to purchase their products.

Basically, it's hit or miss and if they miss, it's on your dime.

I would certainly look else where when making microfiber purchases regardless of how cheap their towels are.

I'll be posting our e-mail conversations as well...it's really mind blowing.
 
Scott@IncrediblyDetailed said:
Update:

I called and they do not offer any type of refund or exchanges on towels and could not careless that I was not longer going to purchase their products.

Basically, it's hit or miss and if they miss, it's on your dime.

I would certainly look else where when making microfiber purchases regardless of how cheap their towels are.

I'll be posting our e-mail conversations as well...it's really mind blowing.
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Wow that is really disappointing. The Walmart of detailing supplies!
 
Scott@IncrediblyDetailed said:
Update:

I called and they do not offer any type of refund or exchanges on towels and could not careless that I was not longer going to purchase their products.

Basically, it's hit or miss and if they miss, it's on your dime.

I would certainly look else where when making microfiber purchases regardless of how cheap their towels are.

I'll be posting our e-mail conversations as well...it's really mind blowing.
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Not surprised at all. Sorry to hear about your experience, like you said, it's hit or miss. I'd rather deal with AG or Amazon directly.
 
microfiber madness - Summit towel, Yellow Fellow towel, and Dry Me Crazy Towel.
 
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