Brutal Service

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////AMG

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March 20 I placed an order thinking it would ship the next day, it did not. I called and emailed the next day and got no answer or reply. Sent emails and called every day last week, nothing. March 26 I get a shipping confirmation email that tells me my items have shipped (What happen to their same day/next day shipping?).The tracking number in the email is wrong because when you track it into USPS it says the items was shipped December 2010. I called/emailed that same day, no answer/reply. March 27 I get a three word reply saying its on its way. They didn't bother answer my question of why it took so long to ship, or why the tracking number is wrong. March 28 I get a one word reply of a different tracking number, still not replying to my questions. My status page doesnt even show updates of my order being shipped. I wanted to add a few items since I forgot and that my order did not ship at the time, but how can one do that when the company does not reply to emails or answer their phone.

My first and last experience with autopia-carcare
 
////AMG said:
March 20 I placed an order thinking it would ship the next day, it did not. I called and emailed the next day and got no answer or reply. Sent emails and called every day last week, nothing. March 26 I get a shipping confirmation email that tells me my items have shipped (What happen to their same day/next day shipping?).The tracking number in the email is wrong because when you track it into USPS it says the items was shipped December 2010. I called/emailed that same day, no answer/reply. March 27 I get a three word reply saying its on its way. They didn't bother answer my question of why it took so long to ship, or why the tracking number is wrong. March 28 I get a one word reply of a different tracking number, still not replying to my questions. My status page doesnt even show updates of my order being shipped. I wanted to add a few items since I forgot and that my order did not ship at the time, but how can one do that when the company does not reply to emails or answer their phone.

My first and last experience with autopia-carcare
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Sorry to hear this is happening, but there has to be something wrong BIG TIME I've not heard anything bad about them and to the contrary all good
 
////AMG said:
March 20 I placed an order thinking it would ship the next day, it did not. I called and emailed the next day and got no answer or reply. Sent emails and called every day last week, nothing. March 26 I get a shipping confirmation email that tells me my items have shipped (What happen to their same day/next day shipping?).The tracking number in the email is wrong because when you track it into USPS it says the items was shipped December 2010. I called/emailed that same day, no answer/reply. March 27 I get a three word reply saying its on its way. They didn't bother answer my question of why it took so long to ship, or why the tracking number is wrong. March 28 I get a one word reply of a different tracking number, still not replying to my questions. My status page doesnt even show updates of my order being shipped. I wanted to add a few items since I forgot and that my order did not ship at the time, but how can one do that when the company does not reply to emails or answer their phone.

My first and last experience with autopia-carcare
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Please PM me your order number.
 
I see you made it in ////AMG. I know you posted this on two other forums. I am just amazed you could not contact someone. Something is not right.
 
rzatch said:
If the issue is with autopia-carcare then why would it be posted on two other sites first?
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I didnt know there was a difference in the two autopia forums. I'm a frequent member on D.B so I wanted to let othe forums members on there to think twice before purchasing from here cause I dont want other people to endure the same customer service I have been getting. This was my first experience with autopia and most definitely my last. I will stick to other shops like eShine, Detailers Domain, Auto Obsessed, etc.
 
Typically after placing your order a conformation is sent to your email address if you've provided one. Forward this, an order number, or your name and address to Todd and they'll be able to look everything up and get to the bottom of this within 30 minutes....:bigups
 
I also placed an order on Autopia-car care.com. I think this is the forum for this. Ordered Monday the 26 requested it be deliverd for Friday. It was suppose to ship Tuesday since I placed it after noon. I called Thursday when it was still in floridlaand they refunded my shipping told me I would have it saturday. Did not get it ftoday or the weekend as I wanted and it shows on the FedEx website that is left Orlando. I asked FedEx how come is shows initial pick up thursday. They said that is when the label was printed. Not when picked up.

If you can't ship in the time frame you advertise then tell your customers. I appreciate the free freight but I needed the products. This is not the first time my order missed the companies shipping time frame.
 
you guys realize when you placed your orders they were prepping/taking down for detail fest which is a big event, and with everything going on stuff might be slower then usual. pbmg will make it right...
 
opie_7afe said:
you guys realize when you placed your orders they were prepping/taking down for detail fest which is a big event, and with everything going on stuff might be slower then usual. pbmg will make it right...
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Ok I get that but in today's day and age they could have sent me an e mail that said. We see you wrote a note that you NEED by Friday. We just finished a huge event. We cannot meet your request. Can however deliver it .... Is that acceptable. Then I decide. This is also not my first experience I have had with late shipments. I am just upset because I wanted to get something done over this weekend and I could not. I am not a pro so during the week is not an option for me. I get many promotional e mails for them no problem so a blast that says. Wow we're so hammers with orders they are running 3 days behind. Please note ....... . Lastly, they did not evn meet their promised date of Saturday. It won't be here until Tuesday the 3rd and was ordered last a monday the 26th. I just messed me up and I see I am not the only one.
 
Sorry guys but I have to say in some respects I have to side with the OP. As much as I like PBMG and their customer service they need a plan B during DF. Now I don't know what that is never been to DF but do know it's quite the event and everything is on overload during it. Maybe something as simple as an automated reply to all orders during this time stating orders may be delayed could be the answer.
 
////AMG said:
March 20 I placed an order thinking it would ship the next day, it did not. I called and emailed the next day and got no answer or reply. Sent emails and called every day last week, nothing. March 26 I get a shipping confirmation email that tells me my items have shipped (What happen to their same day/next day shipping?).The tracking number in the email is wrong because when you track it into USPS it says the items was shipped December 2010. I called/emailed that same day, no answer/reply. March 27 I get a three word reply saying its on its way. They didn't bother answer my question of why it took so long to ship, or why the tracking number is wrong. March 28 I get a one word reply of a different tracking number, still not replying to my questions. My status page doesnt even show updates of my order being shipped. I wanted to add a few items since I forgot and that my order did not ship at the time, but how can one do that when the company does not reply to emails or answer their phone.


My first and last experience with autopia-carcare
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I find responses to this thread to be quite odd. Maybe it's just me. If stated correctly, I think he has a legitimate beef. He places an order March 20, follows-up with both phone and email without a direct response.

He finally gets a communication seven days later. I'd be upset too.

It also strikes me funny that people would use Detail Fest to excuse poor execution of customer service. To my way of thinking, nothing should excuse poor service.

However, I must admit my service experience with AutoGeek has been stellar. Sometimes, a spade should be called a spade.

It is OK to admit a mistake or screw-up. To blindly defend poor performance is another.
 
*Start of my thoughts on this*

If what the OP is saying exactly what has happened, I'm on his side of this. I would be upset if I didn't hear from a company after 7 days of placing an order.

Another thing, why is everyone using this Detail Fest as a scape goat. Okay, we understand PBMG is very busy during the time, but why not say so? Maybe through email as suggested or on their sites - in this day and age theres no excuse on that part. One of those would simply fix this problem that I'm sure occurs yearly at Detail Fest time to someone.

Example. Imagine you are new to detailing and are making your first order through PBMG during Detail Fest, but didn't know it was Detail Fest time. After placing your order a full week or even half a week goes by before you hear anything from them. What would you think of any company like that? Would you shop with them again (maybe, but you would think about it), but you may just find somewhere else to shop.

Also, Detail Fest is always planned way in advance and the idea of "we're very busy and can't put orders out is crazy. Why not plan accordingly - Overtime for warehouse employees and others as needed? I mean when we (the shop or dealership have planned big events) we do what we must to make sure we don't let the daily activites don't go by the wayside. This is something no company can do to is normal operations and to its customers.

If you own your own business put it this way... You have an up coming event (massive auto show, big discount going on or just very very busy etc...) and you don't call your customers after half a week or 7 days that you are very busy and are behind. What would be most customers response to this? I think we all know what our response would be if we weren't informed of what was going on.

*End my honest thoughts on this*

PS: I've only had great experiances from the PBMG, but this guy has a valid argument and I think we can all reasonably put ourselves in their shoes.
 
opie_7afe said:
you guys realize when you placed your orders they were prepping/taking down for detail fest which is a big event, and with everything going on stuff might be slower then usual. pbmg will make it right...
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Honestly, I don't understand why this makes things any more acceptable. It's not as if DF was something they thought of out of the blue - they've been doing it for a couple of years now, and had plenty of time to make the needed preparations to ensure that their business service does not suffer during that period - require OT from their warehouse personnel, hire some temps to cover the load; and if they simply cannot meet their usual order turnaround during said period, they need to be upfront about it - post it on their sites, or even, worse case, just shut down the online stores (which they'd never do).

I'm sure everyone at PBMG was focused on making DF the best event possible, but you simply cannot let such events take precedence over your regular business. Most of their customers will likely never go to DF - their main experience (perhaps only experience) with the company is through the orders they make, and a bad ordering experience could easily mean a lost customer (such as in this case). Now I've never had a bad experience with PBMG, but if I was in the OP's shoes, I'd likely be pissed too.
 
There are two sides to every story like this. I'd like to hear the other side as well. If the OP is on the up & up with the total lack of communication heads should roll. The thing is this is 100% opposite from the way these folks do business so one must must wonder what really is going on.
 
First of all I have no reason to lie, as I would gain nothing out of it. This was my first order with Autopia and have never ordered from AutoGeek. Their was really no communication between me and Autopia as they would not reply to emails nor answer their phone except for the two emails I got this week one giving me a different tracking number and one saying your order is on its way. Not once was Detail Fest (did not know what this was before this thread) mentioned from an Autopia staff member.
 
Believe me I was not accusing you nor even hinting that you weren't telling the truth. The PBMG folks overall are renowned for their superb customer service so it makes me curious where the ball was dropped and what happened. I doubt we will ever know but the curiosity remains.
 
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