Poor customer service from Autogeek - won't refund money

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Sorry your having problems. I'm sure Meghan will have an answer for you soon
 
Nothing but good service for me. I even got a personal call to tell me something I ordered was on back order.
 
If you cancelled your card, and it got declined at AG...then how could they have any money on hold with a decline?

I may be missing something. But, when I run a card through my machine and it declines...I get nothing.

Also, if you have been emailing during this past weekend...then I would think quite a few people had that weekend off with Christmas and all.
 
This thread seems fishy? Why because somebody has the audacity to question Autogeek's customer service? GASP! Quick, grab the wooden post and kindling. Has anyone got a match?
You're right, I set up the account a while ago and was waiting for the perfect opportunity to initiate a thread in regards to an order that I can provide the number for an emails that I can provide dates for ...
I presented the facts as I understand them based on the evidence at hand. I don't particularly care if you believe me, I do not need to justify myself to you. It IS interesting to note, however, that I only received a response from ANYONE at Autogeek once I came to the forum and made a public issue of it.
The inability of someone people here on the forum to even contemplate the possibility that Autogeek may not have performed to their usual high standard of customer service, is narrow minded at best. "This stinks"? Really? Because someone dared speak against your beloved Autogeek? Way to consider both sides of the story. You should do jury duty sometime.
I've never had any dealing with Mike, Meghan or any of the other names mentioned so I have absolutely not preconceived views of what they are like or how well they perform their role. What I can tell you, is that I will forward the emails I'm referring to along with the order number to meghan as she has suggested.
The card used was a Visa Debit card, it is (as someone accurately suggested) is a debit card, not a credit card in the strictest sense. I can use it 'as' a credit card but only with the money in my account.
I have been on the phone to my financial institution and they were instructed to process any and all transactions from Autogeek. I did all of that before anything else. You have to understand that it's not like I've sent one email and come here to complain. I've sent multiple emails spanning a couple of weeks. I certainly do not expect people to be responding to my emails on Christmas day, but we aren't talking about an issue that started only a couple of days before Christmas, as I said, this is ongoing.
In regards to the money on 'hold' thing, perhaps that's unique to Australian banks but once I place an order on Autogeek, that money is gone. It's not there, it cannot be used. It is removed from the account. That money can be 'rereleased' back into the account, but whilst the shipping charges are pending the money for the goods themselves is gone.
In regards to things being declined. The initial 'held funds' were not declined. I'll try to make this as clear as possible for you:
1) I made the order
2) The funds were taken from my account and 'held'. This transaction was NOT declined. There WERE adequate funds in my account and at this stage I had no idea my card number had been stolen.
2) Autogeek emailed me with the shipping quote
3) I accepted said shipping quote and asked them to proceed with the order
4) I find out somebody has stolen my card number and made a couple of large purchases.
5) I ring my financial institution and report the transactions. They tell me they knew my card had been compromised and that the card must be instantly frozen and destroyed.
6) I inform my bank that I have an order pending from Autogeek on that particular card number that they're planning to destroy
7) They tell me it isn't a problem and they will authorise transactions from Autogeek and nobody else
8) Autogeek email and tell me the shipping charges were declined.
9) I ring my financial institution back and ask why the transaction was cancelled. They have no idea what I'm talking about and that they had authorised the transactions I asked them about.
10) I email Autogeek explaining the whole situation and ask when I can expect the money to be 'rereleased' back into my account so I can make the order again.
11) I get no response.
12) My unanswered emails begin.

Clear enough for you? Oh and just as a side note, if you're thinking of posting any more enlightened responses like "it stinks", "its fishy" or any other strangely defensive remarks shrouded in home spun pearls of wisdom, please don't bother.
For those members of the forum who replied constructively and so quickly, I am truly thankful for your contributions. It's humbling to see how supportive some of you are and it reminds me of why this forum is such a fantastic place to be. I realise not all of your are the same as the (not so) helpful individuals I mentioned in the last paragraph.
To Meghan and Mike for their rapid response, thank you very much. I will get in touch with Meghan and see if we can get this sorted out. If the people answering the emails had been as prompt in the first place, none of this would've been necessary.
 
IBTROLLIN said:
The card used was a Visa Debit card, it is (as someone accurately suggested) is a debit card, not a credit card in the strictest sense. I can use it 'as' a credit card but only with the money in my account.
Click to expand...

Well, that's mistake #1.... just from a security standpoint it is unwise to ever use a debit card online.
 
That may very well be right, and if that's the case then I've certainly learned my lesson there. I thought only using the card on 'secure' sites would be ok, maybe I was wrong? Thank you for the heads up.
Regardless, security (whilst important) is not the issue at hand.
 
IBT-----This is what so GREAT with the USA..we can say what we think.....until Iam proven wrong...AG still rocks.
 
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Really? You're playing the patriotism card? You're right, people posting something like "this stinks" is really embracing what your forefathers had in mind when they penned your constitution. Way to fight the good fight.

EDIT: This is what I've added -> I must've missed the part where I said Autogeek as a whole was bad. I also must've been mistaken for believing that one bad incidence where customer service wasn't up to scratch did NOT make Autogeek any less of a great place to hang out. I'm so glad you were here to remind me that "AG still rocks". With your valued input I may have gone on believing that this thread was about an online order for car care products and not my quest to oppress your freedom of speech. I would've also gone on believing that this was just a one off and that, generally speaking, Autogeek had outstanding customer service and cared about their community they've created. It's a good thing you were here FourEyes. If not, logic may have prevailed.
 
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Well sense I can not talke face to face with you, I will end my remarks...I might be an old Ga. & Al. red neck but but I will stand up and defend what the USA stands for until the end.
Good Luck...
 
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