Major letdown

custmsprty said:
I ordered a replacement part for my daughters 2016 Altima two weeks ago, the company charged my card then told me it was out of stock and a refund would take 4-5 days. It happens every day with online stores.
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SOP in the online world.

But what companies actually reach out to make it right? Oh yeah. AutoGeek!! :)
 
The book, "Customers For Life" has been around for almost 20 years. AG lives it. They want you as a customer for the rest of your life and they will go out of their way to make sure that happens. It is the way things work there. Take it to the bank.
 
Yeah i had been waiting to buy a pixie and two sales where i could get it 15% off passed with no pixie in stock. I understood it not being in but wanted to order to get sale.

I emailed Meghan and she apologized explained the issue and had someone call me (not me call them) to order. It ended up being more of a process as they changed systems and it has issues taking CC and GC’s.

I decided agAinst buying it as i really dont need it and the job i was going to help my friend with fell through.

Sum it all up and they were their to take care of me


Sent from my iPhone using Tapatalk
 
I ordered $125 worth of product on Sunday during the 20% off 4th of July sale. I received this message on Tuesday evening.


Email received two days after ordering:

Hello,

Thank you for your order. An item on your recent order has been placed on temporary backorder.

We apologize for any inconvenience this may have caused. If you have any questions, or if you need any further assistance, please do not hesitate to contact us. We appreciate your business.

If you would like to adjust your order, please contact us directly and one of our Customer Service Representatives will be happy assist you. Once the backordered item is received, will work to ship your order as quickly as possible.

We expect to ship your order in approximately 7-10 business days.

BACK-ORDER: 500 ml. CarPro Reset Intensive Car Shampoo

Sincerely,
Marquez
Customerservice@Autogeek


The four bottles of Reset I ordered were in stock when I ordered.

I'll wait but I'm a little annoyed. Detailing is a hobby for me so I can wait unlike a professional detailer that needs product to make a living. I'm not annoyed that Reset is on backorder because they probably have antiquated live inventory tracking software.

What I'm annoyed about is that they are going to hold up shipping the other four products I ordered that are in stock for another ten days. Obviously they are trying to save on shipping. I live twenty five miles south of Stuart Florida. Shipping must be minimal.

If Autogeek had a customer centric philosophy they would ship the items that were in stock and then ship the backordered item(s) separately.

I keep hearing how customer oriented Autogeek is. I'm not so sure.

Is this standard practice for Autogeek to hold up the whole order if one item is backordered? If I was making a living from detailing I'd be looking for another supplier.

From experience the big online shippers don't work this way. They ship what they have in stock right away.

Yes, I realize they did email me and I can cancel but that's not what this post is about. It's about what constitutes customer service at Autogeek.
 
dennis b said:
I ordered $125 worth of product on Sunday during the 20% off 4th of July sale. I received this message on Tuesday evening.


Email received two days after ordering:

Hello,

Thank you for your order. An item on your recent order has been placed on temporary backorder.

We apologize for any inconvenience this may have caused. If you have any questions, or if you need any further assistance, please do not hesitate to contact us. We appreciate your business.

If you would like to adjust your order, please contact us directly and one of our Customer Service Representatives will be happy assist you. Once the backordered item is received, will work to ship your order as quickly as possible.

We expect to ship your order in approximately 7-10 business days.

BACK-ORDER: 500 ml. CarPro Reset Intensive Car Shampoo

Sincerely,
Marquez
Customerservice@Autogeek


The four bottles of Reset I ordered were in stock when I ordered.

I'll wait but I'm a little annoyed. Detailing is a hobby for me so I can wait unlike a professional detailer that needs product to make a living. I'm not annoyed that Reset is on backorder because they probably have antiquated live inventory tracking software.

What I'm annoyed about is that they are going to hold up shipping the other four products I ordered that are in stock for another ten days. Obviously they are trying to save on shipping. I live twenty five miles south of Stuart Florida. Shipping must be minimal.

If Autogeek had a customer centric philosophy they would ship the items that were in stock and then ship the backordered item(s) separately.

I keep hearing how customer oriented Autogeek is. I'm not so sure.

Is this standard practice for Autogeek to hold up the whole order if one item is backordered? If I was making a living from detailing I'd be looking for another supplier.

From experience the big online shippers don't work this way. They ship what they have in stock right away.

Yes, I realize they did email me and I can cancel but that's not what this post is about. It's about what constitutes customer service at Autogeek.
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I realize your frustration.

But quite honestly, why are you mail ordering from AG when you are like a 30 minute drive away??
 
dennis b said:
I ordered $125 worth of product on Sunday during the 20% off 4th of July sale. I received this message on Tuesday evening.


Email received two days after ordering:

Hello,

Thank you for your order. An item on your recent order has been placed on temporary backorder.

We apologize for any inconvenience this may have caused. If you have any questions, or if you need any further assistance, please do not hesitate to contact us. We appreciate your business.

If you would like to adjust your order, please contact us directly and one of our Customer Service Representatives will be happy assist you. Once the backordered item is received, will work to ship your order as quickly as possible.

We expect to ship your order in approximately 7-10 business days.

BACK-ORDER: 500 ml. CarPro Reset Intensive Car Shampoo

Sincerely,
Marquez
Customerservice@Autogeek


The four bottles of Reset I ordered were in stock when I ordered.

I'll wait but I'm a little annoyed. Detailing is a hobby for me so I can wait unlike a professional detailer that needs product to make a living. I'm not annoyed that Reset is on backorder because they probably have antiquated live inventory tracking software.

What I'm annoyed about is that they are going to hold up shipping the other four products I ordered that are in stock for another ten days. Obviously they are trying to save on shipping. I live twenty five miles south of Stuart Florida. Shipping must be minimal.

If Autogeek had a customer centric philosophy they would ship the items that were in stock and then ship the backordered item(s) separately.

I keep hearing how customer oriented Autogeek is. I'm not so sure.

Is this standard practice for Autogeek to hold up the whole order if one item is backordered? If I was making a living from detailing I'd be looking for another supplier.

From experience the big online shippers don't work this way. They ship what they have in stock right away.

Yes, I realize they did email me and I can cancel but that's not what this post is about. It's about what constitutes customer service at Autogeek.
Click to expand...

I have had the exact same scenario play out and if I did not want to wait for my backordered products, I would contact them and ask them to ship what was in stock.
 
PaulMys said:
I realize your frustration.

But quite honestly, why are you mail ordering from AG when you are like a 30 minute drive away??
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1. Autogeek isn't a retail store. Or I should say it wasn't a retail store when I was there twenty years ago buying marine products for a boat that was docked in Hobe Sound. Which is right next door to Stuart.

2. South Florida is the Corona virus hotspot of the world right now.

3. Sorry goggle maps says Stuart is 63 miles from my house. A 55 minute drive each way. Why waste gas, put wear and tear on my car and spend two hours driving on I-95 when UPS delivers next day from Autogeek normally.

4. I would have been mad not just annoyed if the website said Reset was in stock and it wasn't when I got there.

5. I'm a lazy retired man who wants things dropped at his door step.:laughing:
 
dennis b said:
1. Autogeek isn't a retail store.

2. South Florida is the Corona virus hotspot of the world right now.

3. Sorry goggle maps says Stuart is 63 miles from my house. A 55 minute drive each way. Why waste gas, put wear and tear on my car and spend two hours driving when UPS delivers next day from Autogeek normally.

4. I would have been mad not just annoyed if the website said Reset was in stock and it wasn't when I got there.

5. I'm a lazy retired man who wants things dropped at his door step.:laughing:
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Ok, gotcha.

But a quick call to AG customer service, and they will make it right. Guaranteed. :)
 
fly07sti said:
I have had the exact same scenario play out and if I did not want to wait for my backordered products, I would contact them and ask them to ship what was in stock.
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I'll call them tomorrow and ask them to ship what they have. Their policy needs to change. Shouldn't need to call.

Also when you order the money you spent is listed as pending on your credit card. After two days the money was charged to my credit card. I just looked at my credit card summary and the money I spent went from pending to charged. So in essence If I don't call I'll be charged for products that won't ship for another two weeks. Ten business days is in essence two weeks.

I'd almost like to say that Autogeek isn't on the up and up with their shipping and billing practices. The credit card isn't supposed be charged until the product ships.
 
dennis b said:
I'd almost like to say that Autogeek isn't on the up and up with their shipping and billing practices. The credit card isn't supposed be charged until the product ships.
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Yeah, you caught them. AG and all employees are a bunch of thieves & liars.

Thank you for exposing this ruse that has been perpetrated and undetected by the rest of us.... SMH
 
dennis b said:
. The credit card isn't supposed be charged until the product ships.
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That’s what I would hope. It’s only good business to charge only after shipment. Other sites in other categories do so.
 
You would think, right. But as of right now my cc statement shows the full amount as being charged (not a temporary hold for the amount spent) and nothing has been shipped or will be shipped for at least 7-10 business days. Something doesn't smell right now that I think about it. This is not good business practice.

I'm going to call my Credit Card company in the morning. Now I'm curious as to how billing vs. back order shipping works.
 
Hope they adjust the charge if you call them
 
Bill D said:
Hope they adjust the charge if you call them
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A quick google search shows that it is actually not illegal for merchants to charge for a product before it has shipped. But imo it's not good business practice unless the item is special order. I know Amazon doesn't do it.
 
dennis b said:
I ordered $125 worth of product on Sunday during the 20% off 4th of July sale. I received this message on Tuesday evening.


Email received two days after ordering:

Hello,

Thank you for your order. An item on your recent order has been placed on temporary backorder.

We apologize for any inconvenience this may have caused. If you have any questions, or if you need any further assistance, please do not hesitate to contact us. We appreciate your business.

If you would like to adjust your order, please contact us directly and one of our Customer Service Representatives will be happy assist you. Once the backordered item is received, will work to ship your order as quickly as possible.

We expect to ship your order in approximately 7-10 business days.

BACK-ORDER: 500 ml. CarPro Reset Intensive Car Shampoo

Sincerely,
Marquez
Customerservice@Autogeek
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This happens on almost all of my orders. In fact it just happened for an order I placed on the sister site.

Time for some upgrades to the e-commerce platform. It's really not acceptable to not know at time of order if items are in stock. Getting it wrong should be a rare occurrence and not the norm.

Other (not larger) competitors will even tell you when you'll receive your order prior to placing it.

I'm not crazy about the pricing strategy either. Yes you can advertise 25% off discounts when the competitors only advertise 20% but many products have artificially marked up list prices to offset the discount you are getting.

This feedback is provided constructively. If improvements aren't made it will lead to no more Autogeek one day.
 
PaulMys said:
Yeah, you caught them. AG and all employees are a bunch of thieves & liars.

Thank you for exposing this ruse that has been perpetrated and undetected by the rest of us.... SMH
Click to expand...

Shake your head all you want. I think your blinded by the free product they send you.

It's not good when a company states they have a product in stock and don't, charges your credit card then emails you two days later after the credit card goes though to say they can't ship any of the products they do have in stock till the now back ordered product arrives. It's not good business. They care more saving a couple of dollars on shipping an extra box than the customers satisfaction. Who holds up a whole order because of one item. Autogeek does.
 
dennis b said:
It's not good when a company states they have a product in stock and don't, charges your credit card then emails you two days later after the credit card goes though to say they can't ship any of the products they do have in stock till the now back ordered product arrives. It's not good business. They care more saving a couple of dollars on shipping an extra box than the customers satisfaction. Who holds up a whole order because of one item. Autogeek does.
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They will ship your other items if you ask. They are pretty good about that.

I agree though that you shouldn't have to ask. It should just happen.
 
Personally I don’t mind if they charge my credit card if it’s on back order or not since it’s something I want...I completely trust the girls and guys at AG that they’ll take care of me.

I look at them like good friends at the local neighborhood drinking establishment...you know them and they know you.

I guess the Big Question is...do you trust AG that they’ll take care of you or not?

I do.

Jay


Sent from my iPhone using AGOnline
 
dennis b said:
Shake your head all you want. I think your blinded by the free product they send you.

It's not good when a company states they have a product in stock and don't, charges your credit card then emails you two days later after the credit card goes though to say they can't ship any of the products they do have in stock till the now back ordered product arrives. It's not good business. They care more saving a couple of dollars on shipping an extra box than the customers satisfaction. Who holds up a whole order because of one item. Autogeek does.
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There is zero doubt in my mind that if the order changes or you request a cancellation due to the unknown out of stock item, that AG will accommodate any requests and your credit card will be corrected per the end result.

Therefore, while I understand your issue with the shipping, the credit card charge is all optics. It’s a temporary issue, like the pending order itself, and if the order changes per request the card will end up being charged the correct amount. Unless someone lives life riding near the credit limit, it just doesn’t seem like an issue.
 
LOL, I probably over reacted last night. I'm running low on Reset but I have enough left for a few more washes. The other items were just products I wanted to try. Nothing critical that can't wait a few weeks. Amazing what a good nights sleep can do for your attitude.

Carry on gentlemen.:buffing:
 
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