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-   -   Team Grand Wagoneer - Does Not Answer or Respond (http://www.ifsja.org/forums/vb/showthread.php?t=172505)

LogCabinWagon 10-10-2014 09:37 AM

Team Grand Wagoneer - Does Not Answer or Respond
 
Well,

Chalk it up to newbie. I didn't research enough before jumping all in. Obviously when you search for Wagoneer parts, Team Grand Wagoneer is the first site that comes up. Very professional site, lots of great pictures, ordering process is easy.

>$500 order placed on Sept. 26th. Had comments in my order to confirm I was ordering the correct parts for 1991. Got a response, and 1 item drop shipped & delivered. So all good there. Emailed on estimated delivery or remaining order, no response. However did receive a box with most of my parts this week. Since Monday I've been emailing (numerous times), filled out their online form and called about the missing distributor cap and rotor. Not high dollar items, but still missing none the less.

I've called the numbers, got voice mail once, and a hang up the 2nd time.

So, I've not got burned real bad, but the customer service is completely horrible.

I decided to look them up on the Better Business Bureau and guess what?
NO RESPONSES... Hahaha.

http://www.bbb.org/wisconsin/busines...a-wi-44149021/

Rated F:
On March 31st 2014, the BBB sent a certified letter to Kenosha County Classics due to a pattern of consumer concerns received by BBB from consumers.

In the complaints, consumers allege that after contacting the company for assistance, they were not receiving contact back.

On April 22nd 2014, the BBB sent a follow up after not receiving a written response to the original letter.

As of May 29th 2014, the BBB has received no written response in regards to the pattern.


I'm going to try a fax next....

I do like their signature line in the emails though. Cute.
..,=====,o00o
//__|_|_,\____\,__

|_---\_|__|---0|||||0

_(o)_)__(o)_)—o-)_)_

On a side note, ordered some other items from BJ's and it all arrived quick and painless. I wish they carried more inventory of what I need. Also got the IFSJA discount. :thumbsup:

Ristow 10-10-2014 09:56 AM

i think i should put up a big warning sticky on them here. they are truly awful.

LogCabinWagon 10-10-2014 10:05 AM

Quote:

Originally Posted by Ristow
i think i should put up a big warning sticky on them here. they are truly awful.


I'm just the new guy, but I couldn't agree more. :thumbsup:

As long as they maintain an F with a better business bureau, you are doing newbies a disservice by NOT putting one!

I would keep it up until they at least get their grades up...

TPICherokee 10-10-2014 10:15 AM

.... just saying...

http://www.bbb.org/western-washingto...or-wa-22026067

mdcptman 10-10-2014 11:34 AM

Quote:

Originally Posted by TPICherokee


SO humble....lol
I have had great service and contact with BJ's

TPICherokee 10-10-2014 11:41 AM

Quote:

Originally Posted by mdcptman
SO humble....lol
I have had great service and contact with BJ's


lol, if it was just an A, I wouldn't have posted anything but an A+ I had to post... Thanks!

cma 10-10-2014 12:02 PM

Think that i had more then 10 times a full cart, but i never ordered, each time i was nearby to send a new thread opened here -)))))) ;)

SIUADOG 10-14-2014 04:21 AM

My experience with TGW was so unbelievablebly poor, that it is hard to imagine anyone could possibly be that incompetent.
At least I got a few responses from them before they dropped the case.

LogCabinWagon 10-17-2014 07:17 PM

I've called, faxed, emailed and used the webform.

No reply.

Tripwire 10-22-2014 06:49 PM

You and Crist need to participate in a intervention group - you knew better but you did it any way...

Hello....My name is crist and I am a glutton for punishment........:D


"Hi Crist".........

My sickness started along time ago when I was ripped off by Pep boys on a lifetime guarantee for windshield washer fluid .


Ohhh........

Showngo 10-22-2014 08:20 PM

Quote:

Originally Posted by Tripwire
You and Crist need to participate in a intervention group - you knew better but you did it any way...

Hello....My name is crist and I am a glutton for punishment........:D


"Hi Crist".........

My sickness started along time ago when I was ripped off by Pep boys on a lifetime guarantee for windshield washer fluid .


Ohhh........

LOL :funny:

Biscuit5050 11-09-2014 03:27 PM

Some of the same here as well
 
I have been holding off posting feedback on my experience with customer service at TGW. But looks like it is time.

As a new owner I also did the search for parts and up popped TGW. Wow, lots of parts, decent pricing, let's get er done!

Order arrived quick enough and before I could get to all that was in the box I placed a second order to solve a newly discovered issue. After diving ion I have found that both shipments had parts that do not fit my application or were not needed for the job.

I read the sites satisfaction guarantee and placed an email, filled out the return form on the site and waited... and waited... and still waiting.

What sucks is that they have parts (presumably) for my rig that I can't or haven't been able to source elsewhere. The refund I am asking for is small potatoes compared to the amount I purchased, and no I do not want to pay return shipping for items that do not fit my application (contrary to advertisement). I mentioned I would take store credit in the first, Hell I have a lot of needed parts. In the second I asked for refund because now I would like proof of professionalism.

So until I hear from them, I will shop elsewhere or do without. For an email, a RA#, and about $75 in store credit they would have had a customer for life and I do post Kudos when deserved.

So I have:
OEM gas cap that does not fit.
Transmission Gasket and Filter for TH400 that does not fit.
U-joint straps that do not fit 4 wheel drive rear shafts.
Bolts that are way too long (ordered Plugs for Removal of Air Rail), had to cut the air rail apart to use as shims for said bolts to cover up the ugly and act as shims. Obviously I chose to keep them.
Fan Clutch Wrench (suggested with purchase of fan clutch) totally unneeded for that job.... I don't even think it would fit if I had tried it.

Who gets Kudos:

Local O'Reilly's 100% Satisfaction on all cylinders.
Local Napa 80% - Counter Service could be more knowledgeable and Willing, but they take parts back!
BJ's - Fast shipping and very responsive to inquires, haven't had to return anything yet.

Crist Clapper 11-09-2014 04:29 PM

I missed this you silly boy! ;) I only slip when I don't take my meds! :rolleyes2:

Quote:

Originally Posted by Tripwire
You and Crist need to participate in a intervention group - you knew better but you did it any way...

Hello....My name is crist and I am a glutton for punishment........:D


"Hi Crist".........

My sickness started along time ago when I was ripped off by Pep boys on a lifetime guarantee for windshield washer fluid .


Ohhh........


Ristow 11-09-2014 05:06 PM

biscuit i see nothing in your list not easily sourced other places. you really don't need TGW for anything.

Idahojeeps 11-20-2014 05:26 PM

They're off my Christmas card list too! 3 weeks and no response on missing gaskets for air injection pipe. That will be my LAST order from there.

Biscuit5050 04-13-2015 08:33 PM

An Update
 
Every time I get ready to post my update, I think, lets be totally fair and I reach out to them once again.

Well it has been 6 months and they have my parts and my money.

I finally got an RGA# and a Fed Ex shipping label. Off went the parts and then nothing. Fed Ex tracking delivered and signed so time to email.

And nothing. Time to call, left a message. Contact pay Pal to register a complaint. Wait a bit and repeat email and call.

Finally got Melissa, yep parts received credit due, being processed by Pay Pal. And Nothing. Contact Paypal, get this outside window of opportunity to file a grievance (Pissed Off)

Call again, speak to another person who speaks to Melissa. Because the refund was issued outside of timeframe TGW would have had to pay fees to send me the money. Do I want to pay the fees or get a check in the mail?
( I made a mistake) opted for check, because... nothing!!

I got a tracking number. Label printed for package but pick-up is not scheduled. Emails and calls and nothing.

Now did you know you can't track a USPS parcel without knowing the exact name and address of sender. Tracking number be Expletive Deleted!Expletive Deleted!Expletive Deleted!Expletive Deleted!ed.

I hope that $89 answered all your needs TGW. Every part needed has been purchased elsewhere. How much, are you curious? Well it is a 38 year old project car and you may have seen the post about the T-Case chain project or other various odds and ends and all those window welts and weeps that have rotted out............. Soon there will be body panels and carpet and who knows what else.

Your prices were good, selection great, shipping Expletive Deleted!Expletive Deleted!Expletive Deleted!Expletive Deleted! fast, where do you fail CUSTOMER SERVICE.

bwwhaler 04-14-2015 01:14 PM

I hate to hear about your troubles Biscuit, and I have personally never ordered anything from them, until last week, I suckered myself into buying some extended sway bar links for my lift... I didn't have any problems, they charged me right away, I was worried, but then they shipped like two days later.... I was very reluctant to buy anything from them with all the negative feedback about them, but, I figured what the heck.... I guess they do work some of the time... I hope you get something straightened out with them.

deckside 04-17-2016 04:24 PM

Customer service sucks but I found that if I go through paypal with them I get quick resolutions...learned the hard way with some seatbelts. On the flipside 90% of the stuff I have ordered shipped right away and their door weather stripping is the only way to go. Im wary but still use them.

Kaiserjeeps 01-05-2017 11:15 AM

I realize this is an old thread. But I too had a real bad experience with them. I ordered a LOT of parts for two wagoneers. Hundreds of dollars worth. I received the box and almost all the the multiple items were shorted. The invoice would state 3 and the box had one. So I called them and actually got through. I explained what I had in front of me and I was treated as if I were lying and trying to score more items for free. I don't rip off anyone EVER.
They finally sent all the missing parts. This was 2 years ago. And worth mentioning now.

EDIT: Comments on my last experience with BJ's deleted. This is about TGW.

billyrb 01-05-2017 11:50 AM

I figured I'd chime in on this. I was the person you spoke with when you called in, and I'm at a different location than Brent (the phones route to my location). Brent is typically handling packing / shipping / inventory / billing, and has his hands full most days making sure our customers get their orders and we keep the lights on. I handle the calls / emails / tech support, etc. When we spoke, I advised you that we might be interested, and to either leave Brent a message and he could reply when he had time, or to shoot us an email with details / etc and we'd look into it. You weren't being blown off, rather we were looking for the best way to handle the request while still helping our other customers at the same time. It may not seem like it, but we fill hundreds of orders, hundreds of calls and hundreds of emails each day. Brent's role on the phone is mostly spent with our suppliers and making sure we have the inventory we need, correcting inventory / supply problems, and any time away from that delays orders that have already been placed.

While we are open m-f, I personally work 7 days a week (sometimes remotely) to keep in touch with our customers, chase down parts, and even help them find things that we don't carry or can't get. You can also see on our webstore that we are constantly having new parts made (most in the USA) and we take this niche market seriously, and spend a lot of time making sure new parts are made all the time. Please don't think that we don't care, aren't interested, or that you are being blown off, because that isn't the case.

If you still have the email and are interested in pursuing it, please send to ryan@bjsoffroad.com and we'll give it a look & discuss with Metro and see what the possibilities are.


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