Griots Garage Customer Service - Disappointed

C

Curioso

New member
After reading about Griots customer service from some members here, I decided to order the G9 polisher. After a few days with no word, I called them and was informed my order was on fraud hold.
Why? Because I had the audacity to have a different shipping address from my billing address. I`ve never had an issue before and I ALWAYS ship bigger orders to another address due to porch pirates, etc. I explained this, and apparently that wasnt good enough and I had to get grand inquisitioned. Even getting asked how many other places I have? Do I really need to explain my life story to a customer service rep? Needless to say, I cancelled my order and will be avoiding them in the future. I get that fraud is an problem, but you really shouldn`t treat honest customers this way.
 
Curioso said:
After reading about Griots customer service from some members here, I decided to order the G9 polisher. After a few days with no word, I called them and was informed my order was on fraud hold.
Why? Because I had the audacity to have a different shipping address from my billing address. I`ve never had an issue before and I ALWAYS ship bigger orders to another address due to porch pirates, etc. I explained this, and apparently that wasnt good enough and I had to get grand inquisitioned. Even getting asked how many other places I have? Do I really need to explain my life story to a customer service rep? Needless to say, I cancelled my order and will be avoiding them in the future. I get that fraud is an problem, but you really shouldn`t treat honest customers this way.
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So how would they know you are a legit customer unless they ask these questions?
 
I had two bad experiences with them also. Wont buy another big(er) ticket item from them ( Polisher )
Will buy their Boss polishes from Autopia or AGO though.
 
Rsurfer said:
So how would they know you are a legit customer unless they ask these questions?
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I shouldn`t have to prove that Im a legit customer. I paid for the item and they sure charged my card fast enough. I called in, they didnt call me. I verified all my info and then the irrelevant questions came. Mind you, these were not asked with a pleasant attitude.
 
The Guz said:
You could place an order on Autogeek and Autopia.
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I normally would, but I recall another post which swayed me to buy direct. Either way, Im done with Griots. Plenty of options out there than have to deal with uppity customer service.
 
I agree, their customers service has been tanking. When I had issues with my G6, they told me ship it in and they will get it fixed, they sent me a return label and everything. I am having issues with my G9 and they want me to pay to have it shipped then they will see if it is repairable or send me a new one and all I have to pay is shipping. I told them it is a known issue and I am typically sent a return label and shipping is free. The rep said they had a policy change. If I wanted that kind of crappy service I would have purchased a Rupes.

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Detailrookie! said:
I agree, their customers service has been tanking. When I had issues with my G6, they told me ship it in and they will get it fixed, they sent me a return label and everything. I am having issues with my G9 and they want me to pay to have it shipped then they will see if it is repairable or send me a new one and all I have to pay is shipping. I told them it is a known issue and I am typically sent a return label and shipping is free. The rep said they had a policy change. If I wanted that kind of crappy service I would have purchased a Rupes.

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Not surprised. Their "lifetime warranty" is really just 180 days and the rest of it is up to their discretion. The way theyre going, it will be a completely worthless warranty if they decide to pinch some pennies.
 
I routinely purchase a lot of things from Amazon, etc., Ebay, etc., lots of retailers, and when I first create my account, I use of course my home address and as my Billing Address...

But I have also many, many, times, hundreds of times, purchased something using My Billing address, and had the item shipped to a different address, a family member, a friend, etc..., and never had anyone put my order on "fraud hold"..

And then, they did not even email or text you back to tell you about this?? Was this your very First order, and perhaps they did not have any history with you or something and they are paranoid, etc..?

Horrible Customer Service(?) to say the least.. Sorry this had to happen to you..

Wonder what happened to Richard Griot, is he gone now?
I would lose their website immediately too...

I used to live in the Pacific Northwest, and went all the way to Tacoma from Bellevue to see Griot`s.. This was a long time ago.. All of their products were ok, but all were very pricey...

I remember back then, a lot of people were purchasing their random orbitals -because- of the no questions asked lifetime warranty.. I also remember years later, when all I read about was their machines breaking a lot and having to get replaced a lot... Perhaps that was when they switched to the China vendor or perhaps a less expensive one or something?? I dont know..

Good luck with this !
Dan F
 
re-tired said:
I had two bad experiences with them also. Wont buy another big(er) ticket item from them ( Polisher )
Will buy their Boss polishes from Autopia or AGO though.
Click to expand...

What issues did you have? And what polisher did you decide to go with?


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Coatings=crack said:
What issues did you have? And what polisher did you decide to go with?


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Click to expand...
Had the G21-would not work from day one- just would not even come on when the trigger was pulled. Company that I bought it from said that I HAD to deal with griots and that they ( the company I bought it from- a detailing supply company) could not take it back. So I contacted griots and spoke to a CS rep who sounded so nice and assured me that she would take care of the situation and just how much that she understood and that she would feel the same way if she had purchased.... etc. , on & on & on, I mean she sounded JUST LIKE someone that you would hope to find on the other end of the phone, she promised she would take care of it and would replace the tool and get me out a pre paid return label right away-- well I am still waiting for her to send it, and thats even after multiple return phone calls, & that was last fall, she turned out to be someone who tells you what you want to hear then never follows through ( never had any intention of doing any of those things she promised obviously )-- she is in my book a liar. I finally was able to get with a influential person in the company that I purchased it from & he finally agreed to take it back and refund my $
So I wont be making any more purchases with either company- but will try griots polishes ONLY thru Autopia or AGO

Ended up getting the Flex 3401
 
I`m sorry that some customers have had issues with Griot`s. I hope they check forums like this one and use that feedback to address said issues. Having said that, I have had only positive experiences with them. Recent case in point - I bought their new wheel cleaning mitt and got the usual auto generated email asking to rate that product and so I did give it an honest review, stating my dissatisfaction with the mitt. A few days later, I received an email from one of the support team, thanking me for the feedback and asking if I would like a refund or store credit.
 
It`s really a red flag when you want to ship something to other than the billing address, and I`m actually glad that vendors check into that, because I`ve had my card compromised so many times. Amazon is the one place that seems to have no qualms about shipping to other addresses, IIRC Amazon also doesn`t ask for the CVC when you enter the card; who knows how they handle security.
 
With a credit card it is irrelevant though. Every credit card company will give you your money back with very little effort if your card is every compromised. It really is something no one should ever spend an ounce of worry over.

So Griot`s did this to save their ass, not the buyer.

They could have called him immediately. The lack of (and quality of) communication is the clear failure here IMO.
 
Sorry to hear folks have had bad experiences.

I`m going to come out and say I`m a fan of the company, but because of the following experiences:

Back when my 1st Gen GG6 was spitting grease from the air outlet, I called to ask if that was normal and if they had any recommendations. I believe back then (right around when the 3rd gen machine came out) they sent me a prepaid label to send it in. They sent me a new current gen model and upgraded it to the long cord.

Bought a BOSS cannon when those came out. Worked awesome and was really happy with it. They then later did some revisions on the cannon which I think included a switch to full stainless manifold and a couple other tweaks. I called in to ask if there was a notable improvement over the initial batch and if I should consider selling mine to upgrade. I made it clear I didn`t have an actual problem with the cannon I received. They told me if I wanted I could send mine in and they would exchange it. It was long enough ago I don`t remember if I had to pay shipping, but I thought it was pretty nice of them to swap out a cannon that was working fine basically for the sake of my own FOMO.

Bought a G9 when those came out (hey - I said I was a fan, ok? :) . Sold my GG6 to a coworker to fund the switch). Love the machine. Read reports on the internet that early run machines had a bad power cord, turns out mine was one of them. After a couple cars, the machine would cut out unless I articulated the cord just so; while not pleasant I was at least able to finish the job. Called them up, discussed that I tried swapping brushes just to be sure as well as described what was happening with the cord - they sent a replacement cord right out without waiting to receive my old one.

Short version - I broke my GG3 (4 years old I think?). Called in and asked if it was possible to buy repair parts, they said to send it in. They helped me out and gave me my original order number to put on the Repair/Return form you print off from the site. I did have to pay to ship it out there ($16 via USPS). When they had received it, I got a phone call saying they would exchange it for a new unit, I just had to pay the price difference from what I paid for the GG3 (long cord) and the G8 they were replacing it with ($16.07). Shortly after a G8 arrived on my doorstep.

I will say any of my interactions were done during their normal business hours via phone. I can`t remember where, but I thought I heard somewhere the off hours folks are a different crew; I wonder if they don`t have the same jurisdiction for what they can do. I`m not much for trying to E-mail a company if I have complaints/issues, I just don`t feel certain that the 1`s and 0`s are guaranteed to get there and you have no way to be sure on your end.
Example - I emailed Greenworks a question about a pressure washer I was looking at. A week later, still crickets. I`m just going to end up calling them.

I`m with Setec - I`d much rather have a company be a little extra careful to rule out fraud. I bought a car out of state once and drove to get it. I got a call from my credit card company when they noticed all of a sudden there were two charges at a gas station instead of one and they wanted to make sure it was me. They apologized for bothering me - I felt the opposite actually.

Also, while I`ll buy Griot`s chemicals and towels from PBMG, I stick to buying equipment directly from Griot`s. Feels more akin to the relationship I have with the Snap On/Mac/Cornwell/etc tool guys that I buy tools from at work.
Griot`s also has their 180 day satisfaction guarantee; if there was anything they had that I wasn`t sure I`d love I would also buy that direct to know I could return/exchange it no problem.
 
re-tired said:
Had the G21-would not work from day one- just would not even come on when the trigger was pulled. Company that I bought it from said that I HAD to deal with griots and that they ( the company I bought it from- a detailing supply company) could not take it back. So I contacted griots and spoke to a CS rep who sounded so nice and assured me that she would take care of the situation and just how much that she understood and that she would feel the same way if she had purchased.... etc. , on & on & on, I mean she sounded JUST LIKE someone that you would hope to find on the other end of the phone, she promised she would take care of it and would replace the tool and get me out a pre paid return label right away-- well I am still waiting for her to send it, and thats even after multiple return phone calls, & that was last fall, she turned out to be someone who tells you what you want to hear then never follows through ( never had any intention of doing any of those things she promised obviously )-- she is in my book a liar. I finally was able to get with a influential person in the company that I purchased it from & he finally agreed to take it back and refund my $
So I wont be making any more purchases with either company- but will try griots polishes ONLY thru Autopia or AGO

Ended up getting the Flex 3401
Click to expand...

Sorry to hear that and i’ve been blessed to be local to them. No problem with polishers but had it in with a couple products.

Was recommended Fast correcting cream and found was to aggressive. They swapped it out no questions asked.

Have not had any issues with my old G15 and absolutely love it. I hope I never have to swap it for one of the new ones which seem to have more problems.


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It was my first order directly with them. I wasnt even mad about the hold as I didnt need the polisher right away. My main issue was the horrible attitude I got. It was as if this rep was trying to play detective and "catch" me as a fraudster with the wierd questions even though I had called in. I doubt frauds would actually call in to a company. I guess new customers have to be treated as guilty until proven innocent. The funny thing is that the rep changed her accusatory tone as soon as I told her to cancel my order, but it was too little too late.
 
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