I recently dealt with them and was very disappointed. My messages and emails were largely ignored, but I resorted to spam-calling them during their open hours until someone picked-up. Apparently they ignore the phone unless it practically rings itself off the hook. Once I did get a hold of them, they were pretty receptive to a return/exchange and made it easy on me. I made it even easier on them by offering to exchange in person since I live minutes away. They managed to screw that up anyway as you'll read below. Maybe spam call them then tell them you'll only deal with Melissa because a fellow community member only managed to get his problem sorted-out by her? It's worth a try; once she got involved, things went smoothly. Sad thing is: I think she's just a "regular" employee--not a manager or anything "special."
My advice: pressure them to make it right then tell everyone you know to stay away from them. Stories like ours are becoming more and more common. They're garbage in their current state and don't deserve our business.
Originally Posted by mschi772
And I'm very unimpressed. I was there because I had ordered a pair of side mirrors and received a mismatched pair--one was glossy black while the other was matte. I live only a little north of their warehouse and work just a little south of it.
After being told I'd receive a call back and never getting one, I got in contact with them again (their phone goes to voicemail a lot, and my messages never got returned; I switched my tactic to spam-dialing until someone picked-up because it's the only way I ever established communication with them) and arranged to make an exchange in person to get a better matching pair. The person I made the arrangement with was not there, and no one who was there had the first clue who I was, why I was there, or where my contact was--"She should be here; I don't know where she is."
I was first greeted by a young girl who was extra clueless and even though by her own admission she was just a shipping person and didn't know about anything else, she was quite persistent about butting into my business there and kept telling me to leave and come back later (even though she didn't know when "later" should be). The other shipping girl seemed more knowledgeable and was trying to be helpful but was also understandably in above her head. They both kept going back to an office to ask some guy questions who never did come out to see me, and I was told quite unprofessionally by Girl #1 that he's very irritable and just yells at them for asking him things. Awesome.
Eventually (about 10 min in) a truly helpful employee showed-up. She was also had no briefing regarding my issue and my arrival, but she got up to speed and, after doing some digging, determined that they did not have any more mirrors for me (black power fold-away for 84-96 XJ). My phone contact had told me they had one, but Girl #3 informed me that what had been set out was a 97-01 mirror and a manual 84-96 mirror. Evidently my contact had a hard time understanding how to use part numbers. Girl #3 then gave me some options. I chose to have her order me a pair of mirrors directly from Crown who, according to her, are more reliable about matching parts properly than Omix (the mirrors I originally received).
Girl #3 was great. She was knowledgeable, communicated well, treated me with respect, and was very motivated. Girl #2 was unremarkable, Girl #1 didn't do the company any favors by getting involved with me--she was naive, complained, nervous, annoying, and forced herself into business that had nothing to do with her--and if the accusation that Guy-in-the-back is really that irritable/mean is true, then he failed the company today as well--the accusation itself is a nail in the coffin; employees saying something like that to a customer does not make a positive impression. The packaging/shipping room is all I got a good look at, and while the employees were getting their work done well enough, it was pretty disorderly; a little more organization in that area would help them methinks.
My phone contact never did show up while I was there.