Team Grand Wagoneer [Archive] - International Full Size Jeep Association

gte901m

03-02-2008, 02:23 PM

I just thought I would share my experience...

I called them on the phone to order a dozen or so parts: window wipes, weather stripping, lock set, etc. The lady on the phone asked "what year vehicle" - I said '82 cherokee - I hear her mumble XJ. I correct her and explain that it is a full size. She didn't get it. She put me on hold - must have asked someone else there for help. I was inquiring about window tracks. She said she would have to check the back for them, and would call me back in 1hr. She never called me back. I called them again 3hrs later and got someone else. I had to go through the entire process again. They finally said they had them. I placed my order later that afternoon - Feb 19th. They charged my credit card that same day.

I called them on Feb 25th to try and get a tracking number - they said they would look up my order and call me back in 20 minutes. They didn't call, so I called them back in 1hr. Some one else answered the phone - they said the person I spoke with earlier was at lunch. This person looked up my order while I waited on hold. He then informed me it had not yet shipped - they were waiting on one part to arrive - one that they told me earlier was in stock.

I was a little PO'd at this point. He offered to ship everything but that one part "at not extra charge". Todays is March 3rd and nothing has arrived.

I'm not sure what carrier they use for shipping, but weatherstripping and door locks shouldn't take 8 days to get here.

Maybe this is non-typical for them, but I will not be doing business with them again. :confused:

Kali

03-02-2008, 02:27 PM

unfortunately you arent the first one to complain about them, and certainly wont be the last.

gte901m

03-02-2008, 02:29 PM

I guess I should have done some research on them first...

Gil

03-02-2008, 03:36 PM

Whenever I called...it was the same lady and she seemed to know what she was doing, but was not very nice at all. So, I never ordered through them.

On the other hand, BJs has most of what Team Grand Wagoneer has plus better customer service. I placed an order recently with BJs and got a call a couple days later saying one item was on back order...they offered to send what they had and I accepted. I think BJs only bills you what they send you. Out of 3 or 4 orders, I am waiting for 2 items, but to no fault of BJs...just on back order.

Remember, BJs price matches...so, do some research on what you want and see if BJs has it...I thought they didn't have some stuff but once I communicated with them, sure enough they had it. Just based on their customer service, I will go to them first until they say they don't have, and can't get, what I want. Once I get a little extra $$$, I will order a AGR steering box...I found it for cheaper elsewhere, but BJs said they would match the price, so they get my business.

(NOTE: I have no affiliation with BJs other than being a satisfied customer)

Rednex4x4s

03-02-2008, 04:00 PM

I really find it funny everybody talks about BJ's service. When I bought my G-Wag last year I called to order about $3000 worth of parts from them.I talked to a young guy and told him the list.He told me he would call me later with a price since I would be ordering so much.He never called me back and I havent called them since.I was suprised I didnt hear from them now that I belong to IFSJA and have read all the good things about them.Im sure it was a 1 time thing.

P.S.list included Gears,carriers,Swamper Boggers,6"Lift kit ,one of the SOA/Shackle flip kits and a hi steer nuckle.

Gil

03-02-2008, 04:20 PM

Not only have they been there when I called them, but Ryan answered my emails and Brent was always there for Live On-line support. Good people.

dabear

03-02-2008, 04:53 PM

Sorry you are having difficulty with them. I've placed several orders with them and have never had an issue so far....they aren't as knowledgeable as some of our other vendors IMHO but they do have hard to find stock. Only one of our FSJ vendors have I had an issue with....the one in PA.

GWDriver

03-02-2008, 05:49 PM

BJ's has always come through for me, whether it was a request online or on the phone. I've always gotten a call back and the merchandise I ordered was correct when it got here.

They'll get more orders from me.

The other guys??? I've not been impressed enough to order from them.

Greenfire

03-02-2008, 07:52 PM

I think all of the vendors should list if the product is in stock or not before you send your order in. I would pay a few bucks more for the one company who has the item in stock versus a back order at the other. This would solve a lot of ordering problems up front.

I never had any problems w TG, but it was just a few small items. BJs is my vendor of choice.

scantar

03-02-2008, 07:58 PM

x a billion on BJ's.

You'll never hear anyone mumble 'xj' plus they're members here, offering advice on lots of stuff as well as offering the same quality as Team Grand.

Steve

The PIG Smith

03-02-2008, 08:11 PM

Folks needs to understand, that most of our local FSJ vendors (local, meaning advertise in the vendors forum and contribute in the other forums) have other daily jobs and the FSJ business is a side business.
Sometimes, because of other priorities, they can sometimes not always perform 100% to best of their ability.
Now is this a license for poor customer support?
Absolutely not!
But, it is an explanation and if we the customer know this, we can sometimes be a little more patient to allow the vendor time to perform better.

gte901m

03-02-2008, 08:23 PM

The PIG Smith

03-02-2008, 09:17 PM

I understand they may have another day job, but if you say you are going to call me back in "X" number of minutes - then do it. If you are busy and can't, just let me know. I'm not arguing with you - I'm just ticked off about this whole ordeal.
I was referring to local Vendors like BJs, ZMJeeps and others.
Team Wagoneer is a full time business and there should be little excuse for poor customer support.
I really do not understand about some folks...the FSJ community is very small, so vendors, no matter who or where they are, need to be very careful, as the these types stories spreads quickly in a small community.
IMHO, Vendors in small community needs to work harder at customer service.
They do not have the luxury of huge customer base, where they afford to let a few customers slip through the cracks due to poor service.

TPICherokee

03-03-2008, 08:56 AM

I was referring to local Vendors like BJs, ZMJeeps and others.

I have not had another job for about 2.5 years now and we have another guy working full-time for us and has been for almost 2 years. So BJ's Off-Road is not a side business and hasn't been for 2 years.

In the last 1.5 years we have been striving to provide better customer support which I believe (and most would probably agree) that we have achieved.

In the beginning, it was just myself and Ryan. Ryan was (and still is) just phone customer support in the evenings and I tried to pack boxes, answer phones, bring in stock, etc, etc before I had to go to my regular day job and customer service suffered, I couldn't answer the phone a lot or call people back in a timely manner. This is why I made the decision to quit my day job and hire someone on. We try to answer every phone call but there are still only 2 of us doing so, so sometimes customers will have to leave a message. We return all messages by the end of the day before we go home, no exceptions. Obviously, we can't talk to everyone when we call back but we do call everyone back.

That being said, Rednex4x4s, I do not remember talking to you and I will talk to Matt and see if he remembers but if you PM me your phone number or a list of what you wanted, I can quote it up ASAP.

Thanks for the kudos!

Troutbum

03-03-2008, 02:01 PM

I have ordered from Team Grand Wagoneer twice and will not do it again. Emailed and called about questions I had about the items I ordered and no response from them. Last order was from BJ's and they will be my first choice for now on. They have great customer service and that's a plus.

jonmid25

03-03-2008, 04:44 PM

Not that anyone who's been around for a while doesn't know already, but stay away from Grandwagoneers.com. I'll throw this out there because I made the mistake of ordering from there recently, without having checked his reviews on this site (the last one about that vendor was back in November, it's pretty self-explanatory). Don't waste your time, patience, money, or civility.

Rednex4x4s

03-03-2008, 07:14 PM

I have not had another job for about 2.5 years now and we have another guy working full-time for us and has been for almost 2 years. So BJ's Off-Road is not a side business and hasn't been for 2 years.

In the last 1.5 years we have been striving to provide better customer support which I believe (and most would probably agree) that we have achieved.

In the beginning, it was just myself and Ryan. Ryan was (and still is) just phone customer support in the evenings and I tried to pack boxes, answer phones, bring in stock, etc, etc before I had to go to my regular day job and customer service suffered, I couldn't answer the phone a lot or call people back in a timely manner. This is why I made the decision to quit my day job and hire someone on. We try to answer every phone call but there are still only 2 of us doing so, so sometimes customers will have to leave a message. We return all messages by the end of the day before we go home, no exceptions. Obviously, we can't talk to everyone when we call back but we do call everyone back.

That being said, Rednex4x4s, I do not remember talking to you and I will talk to Matt and see if he remembers but if you PM me your phone number or a list of what you wanted, I can quote it up ASAP.

Thanks for the kudos!

Thats Ok like I said Im sure it was a one time deal But Im from Kansas City and it was back in December I beleive and I specificaly asked whoever if you guys could price match 4wheel parts on tires and he said yes that he would get back to me on prices because I was looking for so much stuff.I shoulda probably worded that different sorry didnt mean to step on any toes I just was wondering to myself why I never heard back.I was trying to get 38" boggers on an 87 G-Wag.Cause I asked him how much lift was on the truck in your pictures that is yellow and Blue and white I think.Its somebody heres truck and it has 39 " Swampers in the pics.Its the one that Tad shows pics of with his parts on it.

GWDriver

03-03-2008, 08:15 PM

I have not had another job for about 2.5 years now and we have another guy working full-time for us and has been for almost 2 years. So BJ's Off-Road is not a side business and hasn't been for 2 years.

In the last 1.5 years we have been striving to provide better customer support which I believe (and most would probably agree) that we have achieved.

In the beginning, it was just myself and Ryan. Ryan was (and still is) just phone customer support in the evenings and I tried to pack boxes, answer phones, bring in stock, etc, etc before I had to go to my regular day job and customer service suffered, I couldn't answer the phone a lot or call people back in a timely manner. This is why I made the decision to quit my day job and hire someone on. We try to answer every phone call but there are still only 2 of us doing so, so sometimes customers will have to leave a message. We return all messages by the end of the day before we go home, no exceptions. Obviously, we can't talk to everyone when we call back but we do call everyone back.

That being said, Rednex4x4s, I do not remember talking to you and I will talk to Matt and see if he remembers but if you PM me your phone number or a list of what you wanted, I can quote it up ASAP.

Thanks for the kudos!

Just a personal thank you guys for the outstanding service I've received from BJs. Thanks to Matt for always getting back to me and to Ryan for email & phone response. I realize my queries are sometimes squirrely sounding but I am a virtual mechanical 'newbie' The help is appreciated.

aerocorey

03-03-2008, 08:45 PM

unfortunately you arent the first one to complain about them, and certainly wont be the last.

This is a shame. They are the only source I can find for an MJ part I REALLY NEED. Guess I'm going to have to either keep looking or cross my fingers and buy from them. :(

jamsni

03-03-2008, 09:08 PM

This is a shame. They are the only source I can find for an MJ part I REALLY NEED. Guess I'm going to have to either keep looking or cross my fingers and buy from them. :(
There's always Saul. :rolleyes2: :whistle:

HOOT

03-03-2008, 10:17 PM

This is a shame. They are the only source I can find for an MJ part I REALLY NEED. Guess I'm going to have to either keep looking or cross my fingers and buy from them. :(

What part are you looking for?
Maybe someone here has run across it.

gte901m

03-04-2008, 09:42 AM

Update.

I called yesterday - they asked me all the usual info - couldn't find my order. They took my phone number and said they would call me back (does this sound familiar?). After an hour, I called them again, I got someone else on the phone. They put me on hold, and finally came back and said they had "found" my order, but it had not shipped. I about lost it. I told them to cancel the order and refund my money on my credit card. We'll see how long that takes.

I'll be making a call to BJs later this week.

The PIG Smith

03-04-2008, 11:06 AM

DougCo

09-29-2008, 04:42 PM

Just to add my bit. I ordered a door lock assembly. After it arrived I noticed that it was way too long. Called TGW and the lady was rude, put me on hold and when she came back on the line she said, "Well you have to cut it to size" There was nothing on the website that told me cutting was required. Not a huge deal but her attitude will keep me from ordering from them ever again.
Doug

Chrome

09-29-2008, 05:11 PM

Chalk up another happy BJs customer. :thumbsup: :thumbsup:

Tanker

09-29-2008, 05:48 PM

Sorry on that,I thought I told who to deal with and who to stay away from.BJ's Z&M and Jake's = good may be others ,Team GW and the other = bad.I try to steer people that get FSJ's to the better dealers.Sorry on that again,darn CRS.

BarryL

09-29-2008, 09:44 PM

I'll put in a plug for BJ's. A few months ago I ordered a new oil pan, midplate, and a couple other items. This was done from their website. The next day, Brent called to thank me for the order. I wasn't in, my wife took the call. It shipped in a timely manner and the order was correct.

gte901m

09-30-2008, 04:40 AM

...The next day, Brent called to thank me for the order. I wasn't in, my wife took the call......

That could be bad if your wife didn't know about the order.:D

OBX-AUTOMOTIVE

09-30-2008, 12:34 PM

Originally Posted by TPICherokee
I have not had another job for about 2.5 years now and we have another guy working full-time for us and has been for almost 2 years. So BJ's Off-Road is not a side business and hasn't been for 2 years.....HA! SO!! THE TRUTH COMES OUT!!:mad: :p ...ALL/A/LONG I'VE BEEN THINKING :rolleyes: >> THEM EMAIL GET BACKS, ARE SLOW BECAUSE..POOR BRAT, IS WORKING 2 JOBS!!...YOU! THEN, MUST BEEEE SLEEPING A/LOT!!.....WELL!!..WAKE/UP AND ANSWER MY EMAILS, A LITTLE FASTER, NEXT TIME!!.....:p :p :D

TPICherokee

09-30-2008, 12:52 PM

dajeeps

10-02-2008, 07:22 AM

well the only problem i have had with teamgrandwagoneer.is well let met give you the background. my 87 gw died i figured it was the timming chain,when i pulled it ,i found that my distributor gear had 4 teeth sheered and my oil pump gears were shot. so i ordered all new parts from teamgrandwagoneer.got it all put together fired it up it backfired.so thought that it was the firing order pulled the distribtor the cam shaft gear was sheeredand everthing was new,even the timming chain.so i figured it was more enternal,like cam or crank. so i gave up on the motor.then i went out and bought 2 more jeeps. does anyboby knows what happened to the motor?as for bj's, i just ordered a heater core,after that i pm'ed bret about the discount he ajusted the order and i got the part the next day,needless to say thats great service. thanks guys:thumbsup:

JPSwapMohn

10-02-2008, 06:32 PM

BJ's has gotten almost all my money. Um, I mean, all my JEEP money (in case the wife decides to check in on me here...:rolleyes:).
The online chat support is GREAT! And emails are responded to.

I don't do a lot of calling to vendors unless I have a specific question. I am not usually in that big of a hurry and I figure they can answer later that day or when a few minutes allow. I have sent some to other vendors and not received a response at all.

I did order a couple of small things from TGW back before I knew that BJ's website was not ALL that they carry. I did receive the order, eventually. I was not in a hurry for it, so it was not a big deal. If I had been, I probably would have noticed the weeks roll by.

The friendly folks up in western NC have been very good with communication as well. Unfortunately, I have not been able to make the pilgramage out there to get the pieces I need. I will get there eventually, probably when you have 18" of snow on the ground..:o

I am surpised that anyone in support industry for such a specific clientele has not joined this forum. There are other small groups out there, but I have not found one as active or as large as this one. The other vendors may be here but choose not to participate under their company name. I can understand that as well. Either way, it seems we are a rather loyal lot. We are definitely CHEAP B@st@rds, but loyal none the less! :thumbsup:

I don't think any of our vendors are going to get rich off of us..

halftrac

10-03-2008, 03:48 AM

I'll let you know when "some" snow.

bowtieman55

10-03-2008, 08:15 AM

18" of snow in NC :lol:

*not since about 1980:thumbsup:

Rod2

10-03-2008, 01:40 PM

Picked up a bunch of good stuff at Jake's Wed. Impressive group of FSJ'S.
And Jake and Jackie are great folk to spend a day with.
If it's old and you need it, they've probably got it.

Rod2

10-03-2008, 01:48 PM

I've also shopped with Grand Wagoneers. I got the window wipes, vent window seals, and cab trim clips from them with no trouble ordering nor receiving. The aftermarket door seals didn't work well, so I cut one up to patch what I had and sent the other one back. No problem, but I'll keep BJ's in mind in the future for new stuff.

BUT, Jake is the man for used pieces.

palexand

11-16-2009, 08:18 PM

I just placed an order with TeamGrandWagoneer.com, despite a bunch of non-love here, to get the temp control cable for my rig - not available from BJ's.

Here's to hoping it comes :D.

TPICherokee

11-16-2009, 09:41 PM

I just placed an order with TeamGrandWagoneer.com, despite a bunch of non-love here, to get the temp control cable for my rig - not available from BJ's.

http://www.bjsoffroad.com/CartGenie/prod-460.htm

in stock...

palexand

11-16-2009, 10:56 PM

Hmm, didn't see it listed under heater parts this morning, nor found in the search results, but yup, it's there now. I'm feeling pretty stupid since I would have rather seen the money go to BJ's. Sorry, should've asked. Good news is I've got a load of parts still needed that are all available at BJ's - funding is lower than desired at the moment. Layoffs are a drag, but at least I've gotten some me-time with the Jeep - got a load of stuff done.

HellCreek

11-17-2009, 11:12 AM

This is a shame. They are the only source I can find for an MJ part I REALLY NEED. Guess I'm going to have to either keep looking or cross my fingers and buy from them. :(

If you have a MJ Comanche, you should also be on ComancheClub.com. They are also a great bunch of folks and would be happy to help you locate your part. I am also a member there. ('89 Sport Truck) :drivin:

-Tom