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  #1  
Old 03-02-2008, 02:23 PM
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gte901m gte901m is offline
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Team Grand Wagoneer

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.
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  #2  
Old 03-02-2008, 02:27 PM
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Kali Kali is offline
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unfortunately you arent the first one to complain about them, and certainly wont be the last.
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  #3  
Old 03-02-2008, 02:29 PM
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gte901m gte901m is offline
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I guess I should have done some research on them first...
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Old 03-02-2008, 03:36 PM
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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)
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  #5  
Old 03-02-2008, 04:00 PM
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Rednex4x4s Rednex4x4s is offline
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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.
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Old 03-02-2008, 04:20 PM
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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.
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  #7  
Old 03-02-2008, 04:53 PM
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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.
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Old 03-02-2008, 05:49 PM
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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.
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Old 03-02-2008, 07:52 PM
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Greenfire Greenfire is offline
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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.
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  #10  
Old 03-02-2008, 07:58 PM
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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
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  #11  
Old 03-02-2008, 08:11 PM
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The PIG Smith The PIG Smith is offline
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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.
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...but if it works, I wouldn't touch it.
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  #12  
Old 03-02-2008, 08:23 PM
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gte901m gte901m is offline
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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.
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  #13  
Old 03-02-2008, 09:17 PM
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The PIG Smith The PIG Smith is offline
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Quote:
Originally Posted by gte901m
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.
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1981 J20: Commercial flat bed. Long term Project: RUST! No Cab Brow!

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Originally Posted by Jayrodoh
...but if it works, I wouldn't touch it.
Quote:
Originally Posted by Lindel
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  #14  
Old 03-03-2008, 08:56 AM
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TPICherokee TPICherokee is offline
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Quote:
Originally Posted by The PIG Smith
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!
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  #15  
Old 03-03-2008, 02:01 PM
Troutbum Troutbum is offline
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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.
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  #16  
Old 03-03-2008, 04:44 PM
jonmid25 jonmid25 is offline
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grandwagoneers.com

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.
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  #17  
Old 03-03-2008, 07:14 PM
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Rednex4x4s Rednex4x4s is offline
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Quote:
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.

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.
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Last edited by Rednex4x4s : 03-03-2008 at 07:18 PM.
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  #18  
Old 03-03-2008, 08:15 PM
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GWDriver GWDriver is offline
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Quote:
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.

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.
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Good Lovin', Good Beer, and a Grand Wagoneer. What more could one want?

1984 Grand Wagoneer My therapy
1988 GMC Suburban soon to be retired. . .SOLD
2006 Hyundai Sonata GLS/LX Wifes DD
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Old 03-03-2008, 08:45 PM
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aerocorey aerocorey is offline
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Quote:
Originally Posted by Kali
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.
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Old 03-03-2008, 09:08 PM
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Quote:
Originally Posted by aerocorey
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.
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