First time Buyer and Frustrated!

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Cartoys

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I'm from Canada

Order ID W-1342941


So buying from Autogeek is not easy to start and we pay a PREMIUM on top. I decided on purchasing from Autogeek , from every single car place you go to they mention this site. There were a few issues I have with my order.

1. My orders was in 2 packages, 1st one holding majority of it. Second package empty bottles only in it really??? . Reason why, you ask this annoys me? Well, Being in Canada I have to shipped to a parcel pickup. So essentially this costed me more money since it is considered 2 packages and not 1. Each drop off is money!
2. I ordered sprayers and few gallons worth of chemicals. Somehow the sprayers were just thrown into the box and not tied together. So, guess what happened? They ended up underneath the gallon chemicals and got smashed up.
3. I'm MISSING PRODUCTS!!!! SERIOUSLY???
4. So, not only am I missing products which I checked my credit card and was charged full price for all the items. But, here I sit with a missing Gallon of chemical wash with a corresponding empty Label bottle for it and with a broken sprayer.

I'm sure when i call , I will get this fixed. But, really this kinda stuff I did not expect from such a highly recommended company.
So, now I need to drive back to border and sit and wait in line AGAIN and pay more COST for recieving of packages and waste my time for this.

Blah, very frustrated!
 
Called, they are just gonna ship the missing items. Last time I'm ordering from this place. Warning to all Canadian customers rethink of when u order from them. So much for over beyond customer service. So, I have to eat up the extra time and cost for their mistake. With no care other then , we will ship what we missed!
I do not even recall a SORRY for this mistake. Just What are you missing? And We are not shipping to Canada.
 
You should be happy Toronto beat the Bruins last night... Sorry to hear that you aren't happy with the CS but I do have to disagree. I have had a few mishaps with orders and everyone at autogeek bent over backwards to correct things.
 
WillSports3 said:
Why aren't you buying from the autogeek resellers in Canada...?
Click to expand...

Yah, or rather why did i not buy from another company? My mistake for buying from Autogeek. Which will not happen again.
 
ledger64 said:
You should be happy Toronto beat the Bruins last night... Sorry to hear that you aren't happy with the CS but I do have to disagree. I have had a few mishaps with orders and everyone at autogeek bent over backwards to correct things.
Click to expand...

This case no apology and we will ship what we missed and good bye. You would think that is the bare MIN , that should be done considering I already paid for it you think?
 
Cartoys said:
I'm from Canada

Order ID W-1342941


So buying from Autogeek is not easy to start and we pay a PREMIUM on top. I decided on purchasing from Autogeek , from every single car place you go to they mention this site. There were a few issues I have with my order.

1. My orders was in 2 packages, 1st one holding majority of it. Second package empty bottles only in it really??? . Reason why, you ask this annoys me? Well, Being in Canada I have to shipped to a parcel pickup. So essentially this costed me more money since it is considered 2 packages and not 1. Each drop off is money!
2. I ordered sprayers and few gallons worth of chemicals. Somehow the sprayers were just thrown into the box and not tied together. So, guess what happened? They ended up underneath the gallon chemicals and got smashed up.
3. I'm MISSING PRODUCTS!!!! SERIOUSLY???
4. So, not only am I missing products which I checked my credit card and was charged full price for all the items. But, here I sit with a missing Gallon of chemical wash with a corresponding empty Label bottle for it and with a broken sprayer.

I'm sure when i call , I will get this fixed. But, really this kinda stuff I did not expect from such a highly recommended company.
So, now I need to drive back to border and sit and wait in line AGAIN and pay more COST for recieving of packages and waste my time for this.

Blah, very frustrated!
Click to expand...

Take pictures and let them know. The customer comments forum can be used if you can't get in touch with someone over the phone or via E-Mail. They will make things right. If they don't you can post the facts here for future reference. Try to avoid being adversarial. I know you're upset, I've been there, too but empathize with whoever is fulfilling the customer service role. Things are not made better if you vent about being mad. I had an order shipped all the way to the distro site down the highway (I live on the west coast, AGO is on the east coast) but it arrived damaged there at the depot and shipped back. The time required for delivery was 3X what it should have been, almost 3 weeks instead of 1 week. That is the risk of using mail-order for anything. You're dealing with humans and they run a pretty good customer service operation compared to others.
 
Yes, I did convey this to the CS person and explained how this is not right. I did not get any kind of fix or options other then we will ship what we missed. Really, nothing else that can be said at that point. No need to send pictures since no product to take pictures of. A picture of $1 sprayer?
 
WillSports3 said:
Why aren't you buying from the autogeek resellers in Canada...?
Click to expand...

Have you ever ordered (or tried to) from Canadian distributors? There are maybe 10 of them here in Canada. Here is the lowdown on what to expect...

Most of them only carry a few brands. So if you are like me and like to order from several brands depending on the product (Meguiars, CarPro, Optimum, etc) then it's almost impossible to order everything from a single place, so you end up paying shipping two or three times from having to place many orders.

Second, most of the distributors have very limited offering in the brands they carry. Just to give you an example, it is almost impossible to find common products like Meguiars APC, Super Degreaser, or Express Spray Wax here in Canada. This is true for most brands, they may carry some of the products but most will not be avaialble.

Third, pretty much all of the time, the popular items will be out of stock. I don't know how many times during the last 4 years I have tried to place an order with E-shine (largest Canadian distributor and Autogeek reseller) just to find at least half of what I need is out of stock. Granted I usually place my orders in March and April in preparation for the busy season, so it might be a timing thing... but it's still very frustrating.

This year I have found some resellers that carry a few items I like, at a reasonable price, but they still suffer from point 1, 2 and 3. So despite the expensive shipping from Autogeek, I still order here every year, want it or not ;)
 
Calendyr said:
Have you ever ordered (or tried to) from Canadian distributors? There are maybe 10 of them here in Canada. Here is the lowdown on what to expect...

Most of them only carry a few brands. So if you are like me and like to order from several brands depending on the product (Meguiars, CarPro, Optimum, etc) then it's almost impossible to order everything from a single place, so you end up paying shipping two or three times from having to place many orders.

Second, most of the distributors have very limited offering in the brands they carry. Just to give you an example, it is almost impossible to find common products like Meguiars APC, Super Degreaser, or Express Spray Wax here in Canada. This is true for most brands, they may carry some of the products but most will not be avaialble.

Third, pretty much all of the time, the popular items will be out of stock. I don't know how many times during the last 4 years I have tried to place an order with E-shine (largest Canadian distributor and Autogeek reseller) just to find at least half of what I need is out of stock. Granted I usually place my orders in March and April in preparation for the busy season, so it might be a timing thing... but it's still very frustrating.

This year I have found some resellers that carry a few items I like, at a reasonable price, but they still suffer from point 1, 2 and 3. So despite the expensive shipping from Autogeek, I still order here every year, want it or not ;)
Click to expand...

Damn. The two things that come to mind after reading this are:

1) MOVE!!!!!!

2) What a business opportunity......... :)
 
ledger64 said:
You should be happy Toronto beat the Bruins last night... Sorry to hear that you aren't happy with the CS but I do have to disagree. I have had a few mishaps with orders and everyone at autogeek bent over backwards to correct things.
Click to expand...

Yeah, I want to Toronto to beat the Bruins so my Lightning can whip up on them, bring on the Maple Leafs.

Sounds like Canada needs some serious help when it comes to home grown detailing suppliers.

Personally, I think your rant leaves a lot to be desired.

Maybe AG should just quit shipping internationally, that would fix the issues.
 
PaulMys said:
Damn. The two things that come to mind after reading this are:

1) MOVE!!!!!!

2) What a business opportunity......... :)
Click to expand...

Well,

1) Don't want to live in the USA. Well, I would love to live in Hawaii but I can't afford it LOL

2) There is very likelly not enough demand for a quality store like Autogeek, if there was some of those Canadian stores would carry more products and keep them on inventory.
 
Yah, I basically have to order from 3 different Canadian dealers in order to get the products I need. Plus there is usually a min of $150 min to get free ship in Canada. Products are either out of stock, do not carry all the stuff I want. Still better, then the service from AG. At least orders are not messed up .
 
It's a shame that your order was missing something. There are people involved, and people make mistakes. Ten or so orders from AG (maybe 20?) and all have been fine. I think that's the experience most of us have had. So I think yours is exceptional. Can't really tell if you're more upset that they made a mistake or didn't give you an apology.

I get that having to to the border to get your stuff is a pain (if I read that correctly). But given that it was a mistake your reaction seems overblown. My orders from Amazon are screwed up about 5% of the time, maybe more. I email, and the fix it. If your expectation is that every online order is going to be perfect, you're going to be disappointed.
 
Cartoys said:
Yah, I basically have to order from 3 different Canadian dealers in order to get the products I need. Plus there is usually a min of $150 min to get free ship in Canada. Products are either out of stock, do not carry all the stuff I want. Still better, then the service from AG. At least orders are not messed up .
Click to expand...

I agree that getting an order messed up is annoying. I have been ordering 2 to 4 times per year for the last 6 years from Autogeek and never had an issue. Once a container broke during the shipping and AG refunded me the product even if it was not their fault. An other time I was really disapointed by a product and after sharing my thoughts about it on the forum AG reached out to me and issued a refund. So far I would say they have always gone above and beyond what I was expecting in terms of service. I know AG has been sold, maybe things have changed... but I have yet to experience it.
 
Eshine, autoobsessed, and carzilla. Carzilla in Alberta seems to keep the most stock, I get my mckee 37 products from them. If I need something they don't list, I contact Chris and ask them to order in for me if I need to.
 
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