Not to Bash Anyone

Rob Tomlin said:
I too have always had excellent service when ordering from Autopia. I haven't ordered from CG.



I did place another order with FK1 (my second order from them) last Thursday evening, and I finally received an email from them today (Wednesday) saying the items had shipped. I don't remember them being that slow the first time that I ordered from them.
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I've ordered 3x from them and spoke to one of their CS people (can't remember his name) and he was very friendly. He took the time to talk to me and answer my questions. So far, I am happy with their service.
 
CG's CS can be very hit and miss. Everyone that has gone to their store always comes back with a smile on their face and a good thread here on Autopia, but their phone support is very hit and miss. Often times you can't even get them to return a phone message. I've left around six that never got returned. CG's product quality seems to vary alot, too. At least, as far as their chemical products go.
 
I have ordered from AG a few times.. i used to order from just them... they never missed naything, it was shipped out quickly but i felt something was missing. Maybe i have just been spoit from them in the past but i missed that person touch i feel i get with the smaller guys... my two top venders right now are detailersdomain and eshine... both are smaller and I love to support the small guy.. I like the time they take even when you dont ask....



and to be honest AGO turned me off AG... they are getting better now but at one point I (and only me) felt unwelcome... This has changed but it really turned me off AG... to bad
 
In the interest of fairness, I have had flawless orders from Autogeek, as well. Excel is amazing, it's one thing for you guys on the left coast to get two-day service from him, but we get it here on the right coast, as well.



The thing that sticks in my craw is when the vendor has a problem and isn't up front about it. If AG is out of stock on something, or they thought they had it but didn't, or someone ordered at the same time, or the warehouseman dropped the last bottle and it broke, these are understandable issues that are explainable to a customer, and then decisions can be made about split shipments, shipping costs, etc.



In the same way that a one-man operation might not ship right away because of vacation, emergency, etc., this is understandable. The problem I had with one of those was I ordered on a weekend, and Tuesday of the next week I still didn't have my order (nine days after I placed it). So I emailed and was told it had shipped a week ago, and was given a tracking number that indicated that shipping info had been received but the package had not been received yet. So I asked again, are you saying that the package was shipped last Tuesday, or that it's shipping today (Tuesday), because tracking is showing it not shipped yet? And I was told again, that absolutely, it was shipped the previous Tuesday. When I got the package, the shipping label was dated the day that I inquired about the order, not a week before. My point is, all the vendor had to say was "Sorry, I was on vacation/I was at a car show/my grandkids were visiting/I'm swamped from the sale I'm running/etc." and I would have been fine with it, instead of lying to me and losing me as a customer.
 
Setec Astronomy said:
In the interest of fairness, I have had flawless orders from Autogeek, as well. Excel is amazing, it's one thing for you guys on the left coast to get two-day service from him, but we get it here on the right coast, as well.



The thing that sticks in my craw is when the vendor has a problem and isn't up front about it. If AG is out of stock on something, or they thought they had it but didn't, or someone ordered at the same time, or the warehouseman dropped the last bottle and it broke, these are understandable issues that are explainable to a customer, and then decisions can be made about split shipments, shipping costs, etc.



In the same way that a one-man operation might not ship right away because of vacation, emergency, etc., this is understandable. The problem I had with one of those was I ordered on a weekend, and Tuesday of the next week I still didn't have my order (nine days after I placed it). So I emailed and was told it had shipped a week ago, and was given a tracking number that indicated that shipping info had been received but the package had not been received yet. So I asked again, are you saying that the package was shipped last Tuesday, or that it's shipping today (Tuesday), because tracking is showing it not shipped yet? And I was told again, that absolutely, it was shipped the previous Tuesday. When I got the package, the shipping label was dated the day that I inquired about the order, not a week before. My point is, all the vendor had to say was "Sorry, I was on vacation/I was at a car show/my grandkids were visiting/I'm swamped from the sale I'm running/etc." and I would have been fine with it, instead of lying to me and losing me as a customer.
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Totally agree!
 
I've ordered 3x from them and spoke to one of their CS people (can't remember his name) and he was very friendly. He took the time to talk to me and answer my questions. So far, I am happy with their service
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If you ever make to their shop in the morning hours they'll have donuts there for you. Lucky to work 15 minutes away from Chemical Guys worldwide HQ :bigups:bigups
 
I've only ordered once from Autogeek, and I recall the package shipping out in 1-2 days, not a big deal.



As far as GREAT service and the selection of products I like and use, Proper Auto Care (Classic Motoring) is still my top pick. Placed an order yesterday at 1:00, received an email at 3:00 that it had shipped, you just can't beat that.
 
spielnicht said:
I've only ordered once from Autogeek, and I recall the package shipping out in 1-2 days, not a big deal.



As far as GREAT service and the selection of products I like and use, Proper Auto Care (Classic Motoring) is still my top pick. Placed an order yesterday at 1:00, received an email at 3:00 that it had shipped, you just can't beat that.
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I've always had excellent service from PAC as well. :up
 
Setec Astronomy said:
At one time I blamed this on their temporary move, etc., but that should be all sorted out by now.
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I think they just moved again. I haven't really been on their forums too much recently (or any detailing forums for that matter) but IIRC they moved out of their old warehouse and into a temporary one. Now they've moved into their new and more permanent location.
 
I have ordered so many times from autogeek and never had a problem. I order from autopia quite often too for the select couple of sonus products I like... but unfortunately, it looks like since last summer, *most* of the Sonus products got bumped up from $12 to $15, and the coupon code that used to give 15% off of sonus products no longer seems to exist. So I may need to start searching for cheaper alternatives, just can't really afford it anymore. I spend to much as it is.
 
Well, I received my order from FK1 today (Saturday)(the order was placed last Friday, so it took a little over a week to get it).



Unfortunately my order was missing an item. :(



I ordered the 108 Top Kote, and was charged for it, but it was not in the box. What was strange was that the box did contain a spray nozzle. I wasn't sure if this was some type of free gift at first, but I suspect that it was supposed to go with the 108?



Anyway, I will be contacting FK1, and will post how well they respond to this (honest) mistake.
 
Rob Tomlin said:
Well, I received my order from FK1 today (Saturday)(the order was placed last Friday, so it took a little over a week to get it).



Unfortunately my order was missing an item. :(



I ordered the 108 Top Kote, and was charged for it, but it was not in the box. What was strange was that the box did contain a spray nozzle. I wasn't sure if this was some type of free gift at first, but I suspect that it was supposed to go with the 108?



Anyway, I will be contacting FK1, and will post how well they respond to this (honest) mistake.
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As a follow up, I s/w Torey who immediately rectified the problem and sent out the Top Kote (which is a GREAT product).





I also placed an order with Pak Shak on Monday morning (5 a.m. Hawaii time).



Since I had not received shipping confirmation by Tuesday evening, I emailed them regarding the status of the order. I received a reply saying "sorry for the delay, your item will ship tomorrow, Wednesday the 7th".



Well, I finally received shipping confirmation and the order didn't go out until Friday the 9th.



Can't say that I am too impressed or happy about this. Why should it take 5 business days to just get the order shipped out? :hmph:



It was a small, simple order too. A couple wool pads, backing plate, and some wheel cleaner.



Add to the above a rather expensive shipping charge, and I can't say that I will be real motivated to order from them again very soon.



I had ordered from them once before a few years ago, and recall having a similar experience. :(
 
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