The Last Straw with AG Customer Service

[davey g-force]

I have had nothing but good experience with autogeek.

:iagree:

 

[MajinAl]

I always love these threads bc if someone disagrees about ago's service they get attacked. If someone had a bad experience they're allowed to post about it just like the people who had great experiences are allowed to.

No kidding, its just an opinion and an experience, sorry I dont have every bodies luck here I guess

Sent from my SCH-I605 using AG Online

 

[StangFan25]

..... he just put me on hold and checked on it and said sorry it already on the truck and better luck next time, which is ok i didnt mind i guess my fault for not making up my mind, but he didnt offer anything for future orders or split the cost on a separate package since i was still interested in purchasing the items.

Why would he offer you anything, or reduce a future order? AGO did nothing wrong in your situation. You made the order, it was shipped. Where did they go wrong? Just because you decided you wanted something else AFTER YOU placed the order, it's their fault?

As I said in my first post....some people just want or expect something in return, for no reason. Pathetic.

:banghead:

 

[Rsurfer]

Why would he offer you anything, or reduce a future order? AGO did nothing wrong in your situation. You made the order, it was shipped. Where did they go wrong? Just because you decided you wanted something else AFTER YOU placed the order, it's their fault?

As I said in my first post....some people just want or expect something in return, for no reason. Pathetic.

:banghead:

:bash:

 

[MajinAl]

Why would he offer you anything, or reduce a future order? AGO did nothing wrong in your situation. You made the order, it was shipped. Where did they go wrong? Just because you decided you wanted something else AFTER YOU placed the order, it's their fault?

As I said in my first post....some people just want or expect something in return, for no reason. Pathetic.

:banghead:

Sent from my SCH-I605 using AG Online

 

[swanicyouth]

Well guys, this will probably be my final post. I've had enough of AG, their crap customer service, and their way of doing business. I've let a lot of things go, ignoring my instructions in the comment box when ordering, leaking products upon delivery, etc. Well no more. I placed an order early last week for various things on sale. Those things were not in inventory, I was notified via phone call and email, I politely declined the entire order, yet my credit card was billed for the full amount. Really? And it takes "up to 5 business days to credit my credit card and I should contact my bank if I have any questions?" Really? And don't tell me to contact "so-and-so" and they'll "make it right". If I did conducted my business like this I would be laughed out of business. If AG thinks they have something I can't get elsewhere for the same or less money and less shipping they need to clean out their bong. Because really, enough is enough.

Man, that's a little harsh. Yeah they didn't have something in stock, but they usually get it shortly. I've ordered stuff not in stock, yeah it sucks, but they carry a huge amount if items and they usually have it in less than a week.

They did let you know they didn't have it. Also, it always takes a few days to reverse a credit card transaction. I don't think they are waiting at AG 5 days to back it out. A lot of times they say stuff like "up to 5 days" and its a lot quicker.

Just an FYI, I can't believe people are typing there credit card info in over the Internet. Why isn't everyone using PayPal? It links to your bank account and things get credited almost immediately. I hope you not paying interest in a credit card for detailing stuff.

I've placed many orders here and never had any requests ignored in the comment box. What could you be typing in there that's is getting ignored? Skip the peanuts?

If so something is leaking, how is that their fault. The stuff seems like its packed pretty well to me. Also, I appreciate that all that paper, boxes, peanuts, tape, and whatever other packing supplies they use cost a ton of money and I never pay for shipping. I think I've paid for shipping once or twice out of 50 or so orders.

Oh well, that sucks your not posting here anymore. I thought you had some good posts. I guess its good bye.

 

[oldmodman]

It's just statistics.

For every twenty thousand people that never have a leaky bottle, always get the sale price, frequently receive extra free samples, and are overjoyed when that UPS driver stops in front of the house.

There is one person that gets all the bad luck. All the leaks. All the billing errors. The biggest bird doo on their freshly waxed car.

Sure glad I'm not that one person.

I have enough problems.

 

[Eric@CherryOnTop]

You sound like the government

Ain't no gub'mint no more, theys shut down!


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[custmsprty]

No you must've misunderstood me, i always place orders on weekends since i always waited for the new BOGOs and VIP sales so when i would place it on saturday or sunday night i get emails about a tracking ups etc doesnt necessarily mean it shipped, means that it boxed up and waiting for UPS to pick up. OK well i call monday morning extra early since Im in socal and they're in FL. I call at 6am (9am FL time) and idk who i spoke to but i wanted to add some stuff and remove others and he didnt offer to go out to the warehouse or check, he just put me on hold and checked on it and said sorry it already on the truck and better luck next time, which is ok i didnt mind i guess my fault for not making up my mind, but he didnt offer anything for future orders or split the cost on a separate package since i was still interested in purchasing the items.
I can honestly say that Penny through email was helpful and prob never had a bad experience with her (which was a few times), but over the phone nothing but problems and run around

So because you can't make up your mind and your wishy washy they should go out to the warehouse, unload the UPS trailer to find your package that you couldn't make up your mind about what you wanted, unpack it and put in what you did want, repack it a second time and put it back on the truck. Do you even have the faintest clue how a distribution company works? Obviously not. I'm done with you, your the " you can't please all the people all the time guy"

 

[goodinblack]

Ain't no gub'mint no more, theys shut down!


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Lols

 

[KS_Detailing]

So far I have only had good experiences with AG customer service. I have ordered numerous gallons of products and never had a leak up to this point.

Its most likely not AG fault but the handler of your package after it goes out. If someone at UPS is throwing your box around then it can break the bottle and leak the product. I'm sure when it leaves AG warehouse its in perfect condition. I have a good UPS guy who takes good care of the packages but who knows what happens from the time it leaves AG to the time it gets to your front door. If anything UPS should be taking care of the cost not AG but AG cares enough about their customers they take the fault of the handlers.

I don't know this for sure but I dont see what defect a gallon of soap has when it leaves AG. Even with the best packaging if someone tosses your box it will break. Maybe mark the box with a Fragile warning on it or something to avoid mishandling.

 

[TundraPower]

Man, that's a little harsh. Yeah they didn't have something in stock, but they usually get it shortly. I've ordered stuff not in stock, yeah it sucks, but they carry a huge amount if items and they usually have it in less than a week.

This is how you do it:

1. Receive an order.
2. Go check to make sure all items in order are in stock. If not, stop, get in contact with customer before proceeding.
3. Set aside order.
4. Charge credit card.
5. Package up order.
6. Ship order.

(4) does not come after (1).

 

[swanicyouth]

The thing is, if they manually "touched it" before processing orders that would lead to huge delays. Basically, that's a huge additional step. Also, if multiple people were ordering at the same time, who is to say who gets what first if stick is low. It is frustrating though, I agree.

However, I agree they should have a more effective "real time" inventory system. They have it for drugs. If you have 1200 Percocet 5/325s in stock the computer reflects that. Then you fill a script for 120, the count goes down to 1080. A system like that, that is linked to automatically remove the product from "in stock" to "out of stock" and place it "on order" could give you the choice wether or not you want to wait or not. They may have a system like that, but it's only good if your "counts" are right.

You could call and have them check if they have everything or send an email ???

 

[Bigbull2984]

This is how you do it:

1. Receive an order.
2. Go check to make sure all items in order are in stock. If not, stop, get in contact with customer before proceeding.
3. Set aside order.
4. Charge credit card.
5. Package up order.
6. Ship order.

(4) does not come after (1).

I think this is being blown way out of proportion, all business place a hold/charge on a card before item ships. Yes it may take some credit card company a week or so to get it situated.

Statically bottles break....Whats next people complaining their 16oz bottles only came with 15.999314 ounces of product...

 

[Mike PhillipsMike Phillips is verified member.]

Hey great discussion going here...

I work in the 'how-to" department and this is a customer care issue so I'm going to move this discussion out of the forum group AG created for people to ask me questions and move it into Off Topics.

Customer Comments



Thanks for understanding ahead of time...

 

[Calendyr]

....Whats next people complaining their 16oz bottles only came with 15.999314 ounces of product...

You noticed that too hum? I hate when that happens! :nomore:
I can understand the frustration with the CC situation, but I think overall if this speeds the shipping process it's not such a bad thing. When I place an order I don't expect to cancel it unless something really bad happens. I guess neither should they expect Customer to do that. It's a philisophy, you have a valid point that it would be better to charge only when ready for shipping... I don't know how that would impact shipping speed but either way is fine with me.

 

[artofdetailing]

Ive had all great experiences with Autogeek. First off, I have saved a TON of money with them. Secondly, they have given me FREE samples (multiple) when ive asked to compare products. Third and final, I paid for 3 day shipping on wednesday evening only to be told it would arrive on monday. They gave me DISCOUNTED 2 day shipping to get me my products before the weekend. I am always nice and understanding when I call with questions/concerns.

-Brian

 

[kb2ehj]

Like others here....I to have had a good experiance with AG.

I've had several orders were lids were not on correctly and a split bottle. But every time AG took care of me. I simply contacted them usually with pictures in an email follow up to prove to them that I wasn't trying for free product.

My only 'problem' with them right now is was appears to be AG members paying WAY more (like 50% more) in shipping then if you use their Amazon store front.

 

[swanicyouth]

The other thing is, you have to admit AG has almost everything. The more inventory, the harder it is to manage. They have a huge selection compared to others, not even including house brands.

So sometimes thing may take a little longer, but your getting an amazing selection of brands and products to choose from under one roof. Often you can get all you need shipped together and for free, sometimes even with a % off.

Yeah, AG isn't perfect, but I still think all things considered: house brands, sales, free shipping, selection, forum, accessibility of help, samples, Detail Fest, etc... Nobody else out there comes close to what they provide - much of it for free.

 

[Meghan]

Wow.... So let me answer as many as I could find that needed answers or acknowledgement.
First Mark I see you placed an order for an item that is being discontinued, yes when we went to pull your order we were out, it happens our inventory moves fast when we have sales, and sometimes it moves faster than me back-ordering the item. So I apologize for that, but I we try out best.

Second your card is charge for two reasons, one to make sure it's yours, as we run fraud protection on all charges. Without this it would allow people to use cards that are not theirs and I will tell you that happens online with us several times a day, which we catch due to us running the card before the ordering hitting the shipping truck. Second is we pack the orders in a very timely manner, if we stopped, checked every order to make sure in stock and then went back and pulled that order and then charged that card this would add a delay to your order, which no one wants.
Mark I looked at your order and appears all went as it should, your items were out of stock, we contacted you, and then refunded your card. As for time for refund we are not in charge of that, we do it immediately, it's up to your bank when they want to process it back. As for having some many troubles with us, yes I see once before you had a problem with an order out of the last 13 orders you have placed. Again, very sorry we can make mistakes, we are not automated we have people answering phones, people pulling the orders, people packing, we have chosen to have a people run operation so you don't have a recording or a machine selecting your orders. It's the way we do business and I am very proud of that, you wont get an automated call center when you call us, you will get Penny, Bryan, Ray, Andre, Brittany, Kendra, Danielle, Trey, or Jason or even me! And that is the Autogeek way!

As for taking down this post, no thanks, we made a customer unhappy, it happens when you have thousands of them, but with each customer they are important to us so vent away. And if there is something I can do to make you not so unhappy please feel free to call me at ext 207. I don't like unhappy customers, so give me a chance to fix that.

i cant see this post lasting more than half an hour. It will probably be taken down.
As far as the topic, some things i agree some not so much. Yea AG is not perfect, but nothing is really. Im not a huge fan of ordering from here but im still part of the forum, which in my opinion is my favorite.

We don't hide problems we fix them! We are built on customer service so we appreciate the feedback.

Unless you go with Amazon Super Saver Shipping, then you get the last in line, skipped over 3 times takes 10-14 days to receive, even when it ships from a place within a day or two of transit time. Don't get me wrong Prime is awesome, but without it I always get treated like the red-headed step child.
I do hope they don't close this thread because that would just make it seem like AG is trying to hide problems, keep it open, fix the problem at hand or try to and let the OP decide from there.

OP there is nothing wrong with not ordering but sticking on the forum, we all have something to learn from each other.

It is my goal to please them all, you can't knock a girl for trying! :kiss:

Couldn't have said it better myself. You just can't please some people it seems.