Results 11 to 18 of 18
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10-21-2009, 12:58 AM #11
i agree it would be a pain in the butt but bring in one guy and he sits at a desk and thats his job all day just answer the phones. Sure there would still be wait times but 1 person answering calls is better than none
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10-21-2009, 07:14 PM #12
Day 2... No response from Customer Service. Dave and Adam's won't miss my business, I'm sure. Honestly, though, if there's one thing I hate more than bad service, it's being lied to. Telling me on Monday that the Customer Service manager would call me on Tuesday and then not to call for 2 days is garbage. Like I said, they won't miss my business, but I doubt whoever I take it to will be upset for them either.
-FB...
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10-22-2009, 06:45 AM #13Assistant General Manager
Amen. You don't move your business if your not ready. If you do it on you not the customer. Much like if you move don't tell the trader your traded cards your moving. You should have said sorry not trading as I am moving. When I am settled in will start trading again. Pretty easy solution UD just decided to make us feel the pain.
DonCard Supplies
Toploaders 60 point $4, 100 point $7, 140 point $4, 190 point $3, 240 point $3
Soft Sleeves Standard $1 and Thick $1.50
TOP-LOADER 3X4,100 CT PENNY SLEEVES INCLUDED $11
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10-22-2009, 06:48 AM #14Assistant General Manager
Might want to see if there registered with the BBB. To me it more the principal of the matter not the dollar amount. Keep in touch I am sure if you get the right person you will get this straightened out.
Don
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10-22-2009, 09:24 AM #15
That's a shame to hear... I have never received less than steller service from D&A's.
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10-22-2009, 11:35 AM #16
you seem to get a lot of damaged product...seems suspect to me.
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10-22-2009, 01:45 PM #17
Please tell me you are joking and not suggesting that I'm making invalid claims of some kind.
I got 3 damaged UD cards last year out of a total of 12 boxes across different products. It's sad that in 2 boxes of Black Diamond, my 1 damaged card was a quad diamond, but I don't know how that's my fault. The two Champs cards that were damaged were caught in the package crimp (the pack wasn't sealed because of it). Again, not really anything I could have done to put the crimp marks into the cards.
This year, I've gotten 2 damaged ITG autos, both from the same product - 2008-09 Between the Pipes (I have seen many other claims of similar problems with this product). And have opened 6 other boxes in the last month with only 1 other issue (a Between the Pipes card caught in the crimp which I threw out).
Like everyone says, the negative side of things does get amplified because the positive is seldom mentioned. I almost always throw away damaged base cards and only attempt to recover the 'hits'. I don't think I'm alone in that practice. As someone who opens a fair amount of product (including baseball product), I wouldn't say that I run into any more damage than the next guy. I put all my stories in one post, though, so it might seem like a higher density.
You should really work for these Customer Service departments. They seem to be good at placing the blame squarely on the consumer, too.
-FB...
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10-26-2009, 01:24 PM #18
The end of the story with Dave & Adam's...
I called back today to explain my frustration to the Customer Service Manager (though, she never actually identified herself as such - she just said 'she could help me') (Obviously, I didn't get the right person, Don.). After explaining what I felt the problems were... a) they sent the wrong verification email which resulted in the order not being processed, and b) they did nothing to try and get the order to us faster after a), and c) they did not return my phone call from last week like I was told they would. I got the following response... a) sorry, but... you should have called or emailed and questioned why you got the wrong email, and b) sorry, but... you already live in a 2-day shipping zone - we would never offer an upgrade to you when you live so close, but we might have if you lived in California, and c) no response.
It was explained to me that they receive 'over 1000 orders a day which all need to verified' and that they experience 'a high level of fraud'. They couldn't possibly call everyone (I'm surprised that more people don't set up bogus emails when attempting fraud - seems like that would be pretty easy to do). I was further told that they 'could have cancelled the order all together' which was further explained that this statement was not intended to sound like they did something for me. Eventually, I was offered a whole $5 in store credit! Which was upped to a full $10 ('Your order wasn't for that much so $10 really is the maximum I can give you.' she said. Though she did keep asking, 'what do you want sir?' Or saying, 'if you can't tell me what you want...') which I unbelievably, I know, turned down.
I told her, all I wanted was for her to acknowledge that they made a mistake (be it a), b), or c)) without the accompanying excuse and to offer to make things right (i.e. explain what would be done differently). She said that she was sorry, but we were talking around in circles as she had explained everything very clearly and she was busy and had other calls (she actually said this to me at one point). She said she really was sorry, but my wife should have said something sooner - there was little she could do at this point.
I work for a company that does typically between $5,000 and $20,000 in sales a day. It is part of our culture to bend over backwards for customers. Disappointments happen even though you try hard to meet everyones expectations. You apologize, you are humble, you make it right. We've even given 100% credit on major jobs.
I never 'demand' anything, which I think it was I need to change with my dealings with retailers. And in retrospect, I don't think it would have been out of line for me to ask or them to offer me full credit for such a small order (5% credit on an order is a joke by any standard). For a company processing 1000+ orders a day, $200 should have been an easy gesture and would have gone a long way towards showing their desire to maintain a customer - but I shouldn't have to ask for it.
I don't think my negative opinions on 1 or 2 websites will affect their business at all, so I do not expect them to change. I would warn people, though, that you better really want what they are selling because they are not going to do anything to help you - they didn't for me and my wife.
Sorry to sound so preachy, customer service is just really one of my hot buttons...
Good Luck to All,
-Fred Bear...
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Originally Posted by RGM81 
