tpr1634
New member
- Apr 23, 2012
- 1,160
- 0
most of my microfibers are from cg some from adams, never had an issue but there all made in China. That's really strange from your pic what they did.
Chemical Guys Customer Service...What a joke...
- Thread starter Scott@IncrediblyDetailed
- Start date
SYMAWD
New member
- Feb 10, 2013
- 1,667
- 0
Adam's are made in Korea. Same with a few towels from AG.
Scott@IncrediblyDetailed
New member
- Oct 26, 2012
- 935
- 0
- Thread starter
- #43
This was been a bizarre experience. CG customer service is terrible, they barely listen/read/comprehend what you are saying and don't really offer any help..but some how the outcome was favorable after 3 days of hassle. I ended up receiving a refund for the towels and I also got to keep them...do I have any idea what CG's policy is on anything...no...I'm not even sure their employees know.
These are the e-mail exchanges.
Will I purchase from them again...probably not.
These are the e-mail exchanges.
Will I purchase from them again...probably not.
tpr1634
New member
- Apr 23, 2012
- 1,160
- 0
Yes I meant to say all of chemical guys microfibers.
Mazda.Mark
New member
- Nov 30, 2010
- 951
- 0
The emails from CG show zero to minimal professionalism throughout the entire string. Lowercase "i"'s, lack of an email signature with contact information, and just a blatant deflection of customer relations.
I am with you on this. It seems CG must do a better job training customer service reps and define policy.
I am with you on this. It seems CG must do a better job training customer service reps and define policy.
B53x11
New member
- Jun 11, 2013
- 58
- 0
I've had no problems with CG cust svc but I usually order from AG or Amazon because I can get my order faster that way. CA to KY seems to take an eternity.
I use a lot of their products and have been pleased with the results each time.
Sent from my Desire HD using AG Online
I use a lot of their products and have been pleased with the results each time.
Sent from my Desire HD using AG Online
Scott@IncrediblyDetailed
New member
- Oct 26, 2012
- 935
- 0
- Thread starter
- #48
Ya it will be interesting considering they e-mailed me saying they refunded me the price for the towels to my paypal account...meanwhile I'm not sure how they know the e-mail for my paypal as it's not the same as the e-mail under the order (I didn't use paypal to purchase this order).
So I guess we will see...I've checked my PayPal and there is no indication of receiving any funds.
I wish I had the same experience. :xyxthumbs:
billboard2001
New member
- Sep 15, 2013
- 119
- 0
Just to post my two cents...
I placed an order with CG (it was my very first detailing order ever, as they were the first site I found that seemed to have good prices) and so I ordered some basics. Because I live in Alaska they were going to charge me $126 for shipping my order, which was mid $200's. I've never had anyone have to charge this much for shipping (not even on my 80 lb 15" bass cabinet I had shipped up here). So I started with an email to inquire about it; A couple days later another email. The next day I tried calling 3 times and was put on hold twice and finally gave up on them and searched for a new site. Then I stumbled upon the marvelous company known as Autogeek. Got the same order shipped for about a 1/3 of the price, which is more of what I expected and I have yet to have any unresolved issues with AG.
The CG customer service was just bad (non-existent?) from the start.
I placed an order with CG (it was my very first detailing order ever, as they were the first site I found that seemed to have good prices) and so I ordered some basics. Because I live in Alaska they were going to charge me $126 for shipping my order, which was mid $200's. I've never had anyone have to charge this much for shipping (not even on my 80 lb 15" bass cabinet I had shipped up here). So I started with an email to inquire about it; A couple days later another email. The next day I tried calling 3 times and was put on hold twice and finally gave up on them and searched for a new site. Then I stumbled upon the marvelous company known as Autogeek. Got the same order shipped for about a 1/3 of the price, which is more of what I expected and I have yet to have any unresolved issues with AG.
The CG customer service was just bad (non-existent?) from the start.
CowboyTruckn
New member
- May 24, 2006
- 422
- 0
I've emailed them a couple of times for product questions and I'm still waiting on an answer. Searched the web and it bright me to a thread on this forum. I don't think their products are really better than any others but I do like their price point and the fact you can dilute most of it.
AGO has a wonderful policy about not-bashing other companies- and it makes total sense; but I do hope- in the interest of consumer protection, they will allow this discussion to continue! I don't think it's bashing so much as letting other potential consumers know that their service is not up to par. PBMG's however, is fantastic.
Scott, the e-mail exchanges you got are what I've had before with other companies and it just drives me insane. It's as if they skimmed over your e-mail and gave a generic response. They are not focusing on you or taking the time to take care of you. I used to work at a mom-n-pop hardware store in high school that had a trophy case full of awards (including from organizations like J-D Power and Associates) for customer service. I remember the owner having a father-to-son style talk with me about taking care of his customers. There was nothing in the world more important to him. I watched him shrug off cussing out at a manager as "Cut him some slack he's just having a bad day", I watched him ignore a hungover employee stumbling in an hour late as "We were all dumb kids once!". I also watched him fire an employee of 7 years on the spot with no discussion when she got angry with a customer and called them an idiot to their face. This guy was serious when it came to customer service. But anyway, he always told us that no matter how busy it gets, focus on YOUR customer. The others can wait. But he would rather have 10 customers complain about having to wait on service than 1 customer complain that the service wasn't good enough- a philosophy that worked. The Customers were vocal about how much they appreciated that policy, because they knew when it was "their turn", they were going to have one employee who wasn't going to hand them off to anyone, and was going to do everything they needed until they were done. This was not the kind of store you come in, get your stuff, and get out. You come in, some employee greets you, and they'll walk you right down the aisle of the products you're looking for (if you want!), explain the products, show you how to use it, etc.
Annnyywaayyy, long winded story aside; I wish more companies adopted that philosophy. I would much rather wait to get a response 3 or 4 days later that is well thought out by someone who has given my e-mail their undivided attention, who has already addressed the issue with their management, and the e-mail is a solution to my problem. I would much rather that, than 3-4 days of going back and forth with an employee who is skimming my e-mails and only halfway paying attention to me and has to have things repeated! It's a waste of my time.
It also sounds like the person you talked to was more focused on sales than caring for existing customers. She must have been so accustomed to answering product questions pre-sale that she just assumed you were another potential customer; not bothering to read the entire e-mail. Interestingly, she even admitted there could be a potential defect (bad stitching) but didn't seem to offer ANY recourse for the problem.
Chemical Guys makes good products, I've been happy with everything I've gotten from them thus far- but they do strike me as a less-than-professional company. They are hip and cool, with cool T-Shirts and a 'man cave' in their warehouse and funky names and semi-risque descriptions ("Cleans like a mother", etc., and no, they don't mean 'like momma used to make'). But how come a company that size can't afford anything better than an eBay microphone and crappy editing software for their videos that have quiet, muffled audio firing out of just one speaker? Really wish they would invest in professionalism.
Anyway- my little Chemical Guys rant over. I'll continue to use their products because they are good, but I'll probably order them from AGO exclusively to have that barrier of protection and customer service!
Maybe you should link CG to this thread. Maybe they are unaware of the impact their customer service is having on their companies reputation. The responses in this thread seem fairly consistent with only a couple exceptions- good products, sold poorly, with poor customer service.
Scott, the e-mail exchanges you got are what I've had before with other companies and it just drives me insane. It's as if they skimmed over your e-mail and gave a generic response. They are not focusing on you or taking the time to take care of you. I used to work at a mom-n-pop hardware store in high school that had a trophy case full of awards (including from organizations like J-D Power and Associates) for customer service. I remember the owner having a father-to-son style talk with me about taking care of his customers. There was nothing in the world more important to him. I watched him shrug off cussing out at a manager as "Cut him some slack he's just having a bad day", I watched him ignore a hungover employee stumbling in an hour late as "We were all dumb kids once!". I also watched him fire an employee of 7 years on the spot with no discussion when she got angry with a customer and called them an idiot to their face. This guy was serious when it came to customer service. But anyway, he always told us that no matter how busy it gets, focus on YOUR customer. The others can wait. But he would rather have 10 customers complain about having to wait on service than 1 customer complain that the service wasn't good enough- a philosophy that worked. The Customers were vocal about how much they appreciated that policy, because they knew when it was "their turn", they were going to have one employee who wasn't going to hand them off to anyone, and was going to do everything they needed until they were done. This was not the kind of store you come in, get your stuff, and get out. You come in, some employee greets you, and they'll walk you right down the aisle of the products you're looking for (if you want!), explain the products, show you how to use it, etc.
Annnyywaayyy, long winded story aside; I wish more companies adopted that philosophy. I would much rather wait to get a response 3 or 4 days later that is well thought out by someone who has given my e-mail their undivided attention, who has already addressed the issue with their management, and the e-mail is a solution to my problem. I would much rather that, than 3-4 days of going back and forth with an employee who is skimming my e-mails and only halfway paying attention to me and has to have things repeated! It's a waste of my time.
It also sounds like the person you talked to was more focused on sales than caring for existing customers. She must have been so accustomed to answering product questions pre-sale that she just assumed you were another potential customer; not bothering to read the entire e-mail. Interestingly, she even admitted there could be a potential defect (bad stitching) but didn't seem to offer ANY recourse for the problem.
Chemical Guys makes good products, I've been happy with everything I've gotten from them thus far- but they do strike me as a less-than-professional company. They are hip and cool, with cool T-Shirts and a 'man cave' in their warehouse and funky names and semi-risque descriptions ("Cleans like a mother", etc., and no, they don't mean 'like momma used to make'). But how come a company that size can't afford anything better than an eBay microphone and crappy editing software for their videos that have quiet, muffled audio firing out of just one speaker? Really wish they would invest in professionalism.
Anyway- my little Chemical Guys rant over. I'll continue to use their products because they are good, but I'll probably order them from AGO exclusively to have that barrier of protection and customer service!
Maybe you should link CG to this thread. Maybe they are unaware of the impact their customer service is having on their companies reputation. The responses in this thread seem fairly consistent with only a couple exceptions- good products, sold poorly, with poor customer service.
SYMAWD
New member
- Feb 10, 2013
- 1,667
- 0
I ordered from CG once and they shipped my order within an hour of placing it and I had no issues. I also like that they ship FedEx and shipping is pretty cheap if you ship to a business address.
However, AG will match all of the prices on CG's website so I guess you should just order from AG for the sake of customer service.
However, AG will match all of the prices on CG's website so I guess you should just order from AG for the sake of customer service.
tpr1634
New member
- Apr 23, 2012
- 1,160
- 0
It's the way of the world, to big to fail. I wonder now what's the deal with them, I always pictured west coast surfer dudes. Interesting? Who owns them, I think they are world wide company, like I said before I use a lot of their products any one have any inside working knowledge of CG?
KS_Detailing
New member
- Aug 13, 2013
- 649
- 0
Good customer service is hard to find these days. Companies care about just selling you their product and don't care what happens after you made your purchase. It hard to find good sales people as well. I used to go to a local hardware store and you could find help with someone who has been in the industry for years. The store was downtown and went out of business. Now I go down to home depot and no one knows anything about hardware.
Part of the problem is you can't go down the street to a mom and pop shop anymore. These are big companies, across the country and they can be impersonable. I worry all the time about making big purchasing, especially on equipment and if anything happens I wondered how will I fix it, get parts, service it etc.. If there was a mom and pop shop you could buy it from and bring it down if need be but those places are long gone around here.
Signs of the times
AG has really good customer service and I think they realize that buying detailing supplies is a repeat business. So keep your customers happy cause you want them back.
I have a ton of chemical guys polishes, waxes, etc... I bought into the hype very early on, and honestly for the money the products do a great job for me.
However with my last order I realized I was almost out of clay, ordered up a couple medium bars with the rest of my stuff and figured I was good. No mention whatsoever of a backorder or delay for anything.
Order was placed on a Sunday night, shipped Monday arrived to me on Wednesday. Open the box Wednesday night, and there's a piece of paper in the box saying that my clay is on backorder, no ETA, no nothing, just "we'll ship it as soon as possible".
I email CG that night and explain I have a truck to detail on Saturday and I need clay. No reply on Thursday, Thursday evening I call my customer and explain that I'm very sorry but I won't be able to detail your vehicle this weekend due to not having the correct supplies on hand (I can't find decent clay anywhere around my area) I offered to re-schedule. Customer understood my situation, but chose to take it to the local "Swirls-r-us" instead, so now I'm out $300 for the detail.
I get a reply back from CG on Friday saying that they would ship the clay as soon as possible. Come home from work Friday afternoon, and there's a box from CG, with the clay on my porch... I was just about fit to be tied, could have avoided this whole dilemma had they A. Notified me of a shortage / backorder. or B. Sent me a follow-up email saying that the additional order had shipped and would arrive on Friday.
The customer service gal could have cared less from our phone conversation, and the tone of her emails. I'm sure they have bigger fish to fry... But ever since the introduction of west coast shipping from AG, I've been making my purchases here (and extremely satisfied!).
However with my last order I realized I was almost out of clay, ordered up a couple medium bars with the rest of my stuff and figured I was good. No mention whatsoever of a backorder or delay for anything.
Order was placed on a Sunday night, shipped Monday arrived to me on Wednesday. Open the box Wednesday night, and there's a piece of paper in the box saying that my clay is on backorder, no ETA, no nothing, just "we'll ship it as soon as possible".
I email CG that night and explain I have a truck to detail on Saturday and I need clay. No reply on Thursday, Thursday evening I call my customer and explain that I'm very sorry but I won't be able to detail your vehicle this weekend due to not having the correct supplies on hand (I can't find decent clay anywhere around my area) I offered to re-schedule. Customer understood my situation, but chose to take it to the local "Swirls-r-us" instead, so now I'm out $300 for the detail.
I get a reply back from CG on Friday saying that they would ship the clay as soon as possible. Come home from work Friday afternoon, and there's a box from CG, with the clay on my porch... I was just about fit to be tied, could have avoided this whole dilemma had they A. Notified me of a shortage / backorder. or B. Sent me a follow-up email saying that the additional order had shipped and would arrive on Friday.
The customer service gal could have cared less from our phone conversation, and the tone of her emails. I'm sure they have bigger fish to fry... But ever since the introduction of west coast shipping from AG, I've been making my purchases here (and extremely satisfied!).
Scott@IncrediblyDetailed
New member
- Oct 26, 2012
- 935
- 0
- Thread starter
- #60
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.