Saturday, April 02, 2016

Online shopping fiasco

I had some leftover credit on Amazon so I used it to buy another pair of Serfas Seca's, this time for the Schwinn Paramount because I was loving the tire on the Synapse.  I found an offer on Amazon for two tires for $50 and that looked like a steal, so I pulled the trigger.

  




When I opened the package there was only one tire so I went back to the order and confirmed that it said quantity of 2.



So I contacted the seller and told them they owe me another tire.  

March 20
The problem involves 1 item(s).

Item 1
---------------
Order-Item-ID: XXXXXXXXXXX:
Product Name: Serfas Seca 700x23 RS Survivor Folding Tire Black
SKU: SF_STKB-700-23F
Quantity: 1
Gift Wrapped: No
Item Price: $50.00


My Additional comments are as follows :
"The ad says 2 Count but I only received one tire.  I would like the second tire."

--------------------------------------------------------

Best regards,
Amazon.com Buyer



------------- End message -------------


The next day I got a response:

March 21st
Hi Mark,

Good day! Thanks for the email. To assist you better, please allow me to contact our Warehouse Department about the Item and the number of pieces. I would get back soonest once I get hold of it. Thank you!

Rena C.
Outdoor Equipped 
Customer Service
1-800-417-8149

They got back to me saying that there was a mistake and that I should have only gotten 1 tire and they needed to up date their ad.  

March 22nd
Hi Mark,

Good day! Thanks for waiting. Finally I've received an Info from the Warehouse Department; the Item " Serfas Seca 700x23 RS Survivor Folding Tire Black " comes only in one tire. I have also contacted our Listing Department and they admitted that they made a mistake on this and they are asking an apology about this error they made. Now our Listing Department is fixing on what is showing in the Amazon Site. Once again, sorry this Item comes only in one Tire and thank you for your great understanding.

Sincerely,

My reply:

Hi, thanks for the update, however when I made the purchase I was led to believe by what I saw on the page that I was getting a pair of tires so I think it's only fair that you send me a second tire for free. That is the honorable course of action. 

Their next response:

Hi Mark,

Thanks for the email. Please allow me to discuss this matter to the management and I'll get back soon once I get hold of It. Thank you!

Sincerely,

Rena C.
Outdoor Equipped 
Customer Service
1-800-417-8149

March 23rd
Hi Mark,

Good day! Thanks for waiting. I've just received an Info from the Management, yes we would send you the other tire. For now, we order the Item from manufacturer; please and kindly wait for it. I would just get back to you with the tracking number when everything is all set. Once again, sorry for the Inconvenience and thank you for the understanding.

Now comes the stalling ...

March 23rd
Hi Mark,

Good day! I hope all is well. I've just received an urgent call from our manager in the Warehouse Department regarding with your item; she said in one pack that you received from us has two (2) tires that's why it says two counts which means in one pack you get two Items. Please and kindly double check.Thank you!

I went home that night and checked the packaging, around the house, the garage, and there was no second tire, in fact I recall when I opened the package initially that it looked kind of small and when only one tire popped out that is when I thought there was a mistake.  I let them know there was only tire.

March 24th
Hi Mark,

I hope all is well. Thanks for the email and for that Information. Yes, I would definitely let the management know about It. I would just get back to you soon when everything is all set and If the Item is ready for shipment. Thank you!

Sincerely,

Rena C.
Outdoor Equipped 
Customer Service
1-800-417-8149

March 25th
I get this interesting communication from the owner of the company:

Dear Mark XXXXX,
We are contacting you to ensure that your expectations were met for your order with Outdoor Equipped on Amazon.
Here are the details for Amazon order: XXXXXXXXXX

  • Serfas Seca 700x23 RS Survivor Folding Tire Black

My name is Mike and I am the owner of Outdoor Equipped from whom you recently made
a purchase on Amazon. I am an Infantry veteran with a family I am
supporting with this business and it is important to me, my family and our
little business that you be pleased with our products and service.

May I ask kindly, that you consider taking a moment to leave us your 5 Star
feedback on Amazon? If there is any reason at all that you cannot do so,
please give me the opportunity to improve your experience with us and make
things right.

If you've had a pleasant buying experience, we would be grateful if you would leave us positive feedback by clicking on the following link:
Thank You,
Mike / Owner
Outdoor Equipped

If you haven't figured it out by now I am currently a dissatisfied customer and I feel that the operation you are running is a sham, but I would hold back my Seller Feedback until this matter has been resolved.

My name is Mike and I am the owner of Outdoor Equipped from whom you recently made
a purchase on Amazon. I am an Infantry veteran with a family I am
supporting with this business and it is important to me, my family and our
little business that you be pleased with our products and service.


Seriously?  Playing the veteran sympathy card?  I am a veteran, too, and I feel I am getting played by your little company trying to establish itself as a premier supplier of outdoor equipment.

March 26th
Hi,

Well I got the tire tire finally but it's THE WRONG TIRE!  

I am attaching a picture of what was sent to me so you can see what it is that I received.  Not sure how someone could confuse 700x23 with 26x1.9" tire but I guess it happens.

Could you please send me another Serfas Seca 700x23 RS Survivor Folding Tire Black, which is what I was expecting to receive. I will be happy to return the tire sent in error, provided you send me postage or a pre marked envelope to send it back to you.

Thanks.

Mark


As soon as I got the wrong tire, I called the company but the number basically says the only way to get in touch with them is via email.  You would think by now that they would be bending over backwards to get me the correct tire.  Instead the next email I get concentrates more on getting the wrong tire back than getting me the tire they were supposed to send me.

March 28th
Hi Mark,

Good day! Thanks for the email and for the picture. I am very very sorry about the Item and for the Inconvenience It may have caused. Please allow me to process Prepaid Return Label so you can return the Item back to us without spending anything; I would get back soon once everything is all set. Once again, sorry and thank you for the great understanding.

Sincerely,

Rena C.
Outdoor Equipped 
Customer Service
1-800-417-8149

My reply:
When will you be sending me the tire that I was supposed to receive?

Maybe my reply must crossed in the mail (can that happen with email) or she didn't see it because she is being bombarded by similar issues?


Hi Mark,

Good day! Thank you for waiting. I am very sorry for the mishap. Please see attachment for the return label you can use. Kindly print it, attach to the package and drop off your nearest FedEx store. You don’t have to pay for anything. Just kindly include a note in the package indicating your name, Order Id and reason of the return. My apologies again and I truly hope we can resolve this promptly.


Sincerely,

Rena C.

Once again, I ask:

Hi Rena,

You still haven't told me when to expect the tire I was supposed to receive. I think by this point you should overnight the tire to me.

Please let me know your plans to get me the tire that I am due.

Thanks


I forwarded the message to their customer service email account again because it was moot trying to call them.


Hi Mark,

Thanks for the email. My sincerest apology with what happened on your Item; I've just contacted the Warehouse Department with regards to the Item and they are asking an apology about the mistake.  

Please allow me to contact again our Manufacturer and make it sure that they have the correct Item to be replaced, i would get back soon once I get the Info; maybe today but If It's not, surely I will early tomorrow. Once again, sorry and thank you again for the understanding.

Sincerely,

Rena C.

Again, you would think they would be bending over backwards to get me the tire that I was supposed to receive but to me it just seemed further stalling.  I have worked for companies in the past that emphasize customer service but these guys clearly don't get it.  Granted it, it's a small item but all it takes is a negative experience like this one to taint their image.  My guess, is the Little Company that is trying to get big has off-shored their customer service.  

March 29th
Hi Mark,

Good day! Thanks for waiting. I have received an Info from the warehouse department that they sent your Replacement already and you would receive it within two (2) days. We hope that you already use the Prepaid Return Label when you return the wrong item received to us. Once again, sorry for the Inconvenience and thank you for the understanding.

Sincerely,

Rena C.

The message above is what I should have received on the 28th.  The tire finally showed up on March 31st.  I finally gave them my feedback and I didn't go easy:


This got someone's attention:

April 1st
Hi Mark,

This is Rubie, Outdoor Equipped supervisor. I was checking our feedback page and saw yours went through and it appears that we failed to meet our commitments to you. I am sorry if you had a negative experience with us due to the wrong listing we have advertised. I checked with the rep who handles your concern and it showed that we have already shipped out the other right pair. I hope you received it in good condition.

We are a small business who strive hard to ensure customer satisfaction but sometimes things fall through the cracks because of human error. Negative feedback hurts us, but I hope you would be so kind to reconsider removing it.

If there's anything else I can do for you, please let me know and I'll do my best to assist you.

Sincerely,
Rubie R.
Outdoor Equipped




Is this an April Fools joke?  You are asking me to change my opinion? If negative feedback hurts you then perhaps they should have been more attentive to the customer.  Here is how I replied: 

Hi Rubie,

I am sorry that my feedback was negative but I feel it is a true reflection of the shopping experience I had with your company and perhaps it might prompt you to take more initiative in the future for situations like this. In looking at other feed back it appears I am not the only one.

I would have expected, given the owner of OutdoorEquipped is a former Infantry Soldier, a little more initiative for customer satisfaction would have be taken. I too was in the military and gaining the initiative was always a key tenant of our training. There was no initiative taken here when it was clear with the initial admission of the error and a subsequent mistake made by sending me the wrong tire.

The run around that I got and the excessive emails without resolving my issue, quickly and promptly, was definitely a contributing factor to my dissatisfaction.

Frankly, I was really surprised to get such a run around on resolving my issue. Especially, when the second error resulted in further delays and frustration. That is why I put your customer service email address on CC, hoping that somebody higher up would see how this issue was spiraling out of control.

The kicker was how your customer service rep was more attentive in setting up the return for the item sent in error then getting me the right item I was supposed to receive in the first place.
Asking me change my opinion because you are just starting out is not what I would expect. The only way to change negative opinions is through positive action.
I hope this helps your young company to provide better customer service in the future,
Mark

They could have done something to make it up to me, maybe offer me a discount on my next purchase?  I hinted at it ever so subtly looking to see if they would pick up on it.  Rubie didn't pick up on it. When my credit card got compromised at Bike Nashbar a few years ago, because their systems were hacked, they offered me a 30% discount on my next order.  It never happened, with OutdoorEquipped.  All I got was excuses and delay tactics. Not the experience I would have expected, especially coming from a Veteran owned company.  

Hi Mark,

I completely understand your concern and we sincerely apologize for the whole ordeal. We had a limited stock for the tire that you purchased that's why we have to order it first from our supplier.  

Rest assure that we are doing our best to improve our services so as to avoid this incident going froward. I hope you all the best.

Sincerely,
Rubie R.




Outdoor Equipped 
Customer Service
1-800-417-8149


The moral of this story ... because there has to be one, otherwise why else would I spend the time to write this post ... in fact there are many different ones coming from this experience ... so all I will say is going the extra mile is what defines you as an organization that cares vs one that takes it's customers for granted.  
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