Poor Customer Service....

Poor customer service seems to be a staple in life these days..

On Dec 4th, "My Better Half" (MBH) ordered two sets of quick draws from Mountain Gear. These were to be x-mas presents. One for me from my father in law, and one set for MBH from her sister.

On Dec 18th, Mountain Project called to let us know that they no longer had these draws in stock, and wouldn't be getting anymore...

When informed that they were supposed to be x-mas presents, the customer service rep said that, that is too bad, but there is nothing we can do. They did offer us 10% off our next order though... Gee, that helps alot. Especially since I get email offers for 10% off all the time through email.

What I don't get is this: 1st, why wait two full weeks before informing us they were out. 2nd, why not offer us an equivalat draw set for the same price. 3rd why not offer us next day delivery free of charge. Any of these offers would have been more acceptable than, sorry, nothing we can do about that...

Mountain Gear.com has lost any and all future buisness from us.

Sry about the rant...

Good luck out there, and happy hollidays...

Junior

Um, I think you meant MountainGear, not MountainProject.... we don't sell gear, we just give away electrons :)

Junior wrote:2nd, why not offer us an equivalat draw set for the same price. 3rd why not offer us next day delivery free of charge. Any of these offers would have been more acceptable than, sorry, nothing we can do about that...

Did you actually ask for either of these things?

Always remember the magic words if you're not hearing what you want to hear from a customer service person: "I'd like to speak to a supervisor."

JL

At least this thread hasn't yet deteriorated into the horrifying rant on RC.com towards Fish gear...

...yet.

For shits and giggles, I've been ordering items from MGear over the course of the last month, with alot of returns/exchanges (at our request, not because of their error) and everything has gone smooth. Nothing lost, orders credited when and where they should be, and polite informed staff on the phones (emails went unanswered however). When mail ordering, patience must be a virtue on both sides of the exchange.

I had a similar experience with Mountain Gear a few months ago.

I ordered a BD Bullet pack and the website said that that particular product ships within a few buisness days. About a week went past and the pack had not yet shipped. I emailed them and asked what the holdup was. They said that they were transfering it from their retail store to their shipping fascility.

Another week went by and I emailed them again, asking about the status of the pack. I asked if I'd get it in a week because I was planning on using it on Cannon the next weekend. They responded and said that no, I would not get it in a week (now over two weeks out from the date I ordered it). They suggested that I cancel the order and I responded that they shouldn't adverise that the pack ships within a few buisness days if they are not intending to send it during that time. I did not receive a reply. So, no Bullet pack for me. I have not ordered anything from Mountain Gear since.

Generally, I only buy from local shops because I'm old school and like to actually touch an item before I buy it. If I can't get something locally and need it asap I either get it from mgear or gear express. I've had fantastic service from both of them.

I've worked in climbing shops and sometimes even with the best intention things go wrong. I tend to watch the status of the order pretty closely and if it hasn't shipped in a day to two I follow up with a phone call to find out what the scoop is. Whenever I've done that I've found them to be very helpful.

Junior wrote:What I don't get is this: 1st, why wait two full weeks before informing us they were out. 2nd, why not offer us an equivalat draw set for the same price. 3rd why not offer us next day delivery free of charge. Any of these offers would have been more acceptable than, sorry, nothing we can do about that... Mountain Gear.com has lost any and all future buisness from us. Sry about the rant... Good luck out there, and happy hollidays... Junior

Whine, whine, whine. It's Christmas and it's busy. Get over it.

First, my apologies to Mountain Project for the typo...

Saxfiend... Yes,MBH did indeed ask for some sort of retribution for the error and delay... That was when the offer of 10% an order came into play...

John McNamee... I'm like you on this. I like to touch and feel stuff prior to buying, but MBH is an internet buyer... I don't know how she can do it...

rmsusa... It wasn't x-mas sixteen days ago when the order was placed. With plenty of time to fill an order... Forgive me for being a little bit annoyed with crapy service.

Good luck out there all...

Junior

yeah no shit...lots of whining. Why don't you go take your cash in hand, and support a local shop. No waiting...and even better...no whining on the Interweb about your "no big deal" problem.

"1st, why wait two full weeks before informing us they were out."
they may not have been out, till your order was processed. Then as they filled your order, they realized they were out. "oh crap...we gotta call this gal, and let her know what's up!"

2nd, why not offer us an equivalat draw set for the same price.
When items are skued into a system...many times, you just cannot sustitute one for another. Just not really the way it works.

3rd why not offer us next day delivery free of charge.
If they don't have an item to ship...overnight won't get you "nothing" any faster

Obviously you've never worked in retail. Oh, and the holidays are (going out on a limb here) a busy time for retailers...I am sure they are very busy, and trying to do the best they can.

Lies Tea, lies.

You obviously don't work in retail because what I know about retail is far different from your views. Retail is a magical place where dreams, hopes, and desires all flow right to you with no effort or complications all the time, now I am an electrician who was sent home from work today because it's dumping snow, however that is what I know about retail. Especially mail order.

Junior,

I was told by Mountain Gear that some of the slow down in shipping orders and issues with out of stock or backordered items, is centered around the fact that they moved their shipping/stock facility. Even their email notification system is slow. In the past couple of weeks I received an email stating that my order has shipped but the email came two days after I received the items. (These were items that I could not find locally) I have never been involved with moving a huge facility, but I am sure it bottlenecks everything.

Looks like Court may be at the true root of this one.

Jay....what if they simple do not have the product you ordered?

Can the snowplow work with no gas for his rig?

You are right, being "retail" is no excuse for poor service.

However..when you order from a "faceless" online location...in all reality, you are faceless entity to them to. How do you guys think these online joints have such low prices? No brick and morter location. No sales folks to pay. etc,etc.

So...if you buy on location, the price is a bit more...but you can handle it, talk to a sales rep, get feedback, return if you are unhappy, etc, etc.

Take your pic. I have found that the extra 10 bucks you might save online, is sometimes, not even close to being worth the hassle you have deal with if something is wrong or the item doesn't fit. Of course, if no one locally has the desired item...you are SOL

Take your pic. Happy holidays all!

Oh, and Jay...I don't think any of those folks you cited, even work on X-mas...:-)

I would not have had a problem if Mountain Gear simply told me that they were out of stock. The problem arrose when they said that they had the product and would ship it in a few days. When I questioned if either of the two claims were incorrect, rather than being honest with me, they gave me the run around. So, I ended up waiting for a pack that never came when I could have cancelled my order and gotten the pack somewhere else.

Yes, your local grocery store is open on Christmas, but that's not the point. The point is that people apparently feel that it's okay to offer lackluster service. And people who make excuses for lackluster service serve only to embolden this attitude. We live in a fast paced world and there are outfitters who can get me my order on time. I have chosen to take my buisiness away from those who can't in order to give my money to those who can. If I were to accept that things run slowly during the holidays, that I am a faceless entity to online retailers, etc., then I serve to perpetuate the sense that it's okay to be bad at your job. Well, it isn't. And it stops with me.

not to take anythign away from the rant about Mountain gear. Bad service is bad service.....no excuse

although I though I would throw in a piece in regards to supporting your local shops vs. online. I like to work with "local guys too (and girls). But I prefer ones that do their business online. Not to give them too much run, but guys like MountainTools.com {ding} can be the great in between. You call, larry answers the phone and you place your order. if there are any problems they take care of you. The ease of online shopping withthe benifits of working with your "guy"

You are not a faceless entity to all online retailers, just some ;)

Jay Knower wrote:If I were to accept that things run slowly during the holidays, that I am a faceless entity to online retailers, etc., then I serve to perpetuate the sense that it's okay to be bad at your job. Well, it isn't...

That's exactly how I feel. Overall, customer service sucks these days, because I think most people just take the bullshit, and accept it. Some people even let themselves get ripped off.

I have always had a very good work ethic,and expect others too also. I work very hard at every job I get paid to do ; from exceeding my quota at minimum wage factory jobs when I was a teenager, to slaving away in a very stressful mental health/ forensic environment for over 10 years. My co-workers, mental health clients, and their families appreciate that, and as far as I know, I have never had any complaints against me by clients, families of clients, or co-workers; and that's extremely rare in working in mental health, and forensics. If I had a job in retail, or owned a company, I'd feel that customer service should be #1.

IMO, if you are getting paid to do a job, no matter how much you are getting paid, you need to do it right. Of course we are human, and things can go wrong regardless, but if the norm in our society is to accept poor work ethic/service/treatment, whether it be in the medical field, at hospitals, in construction, or in retail etc..., then that would be really sad (and could be dangerous/deadly) for us, and our future generations.

My 2 cents.

Support locally... hmmm.

I have to say I disagree. I used to work at an outdoor gear store and the owner was an asshole. He lied, cheated, and stole from locals who shopped there because they wanted to keep their business local. The locals thought they were doing right, but the person that they were supporting couldn't have given two shits. He would literally steal from them when he could get away with it!

We live in a global marketplace. If you know and respect a person or store, then by all means, support them first and foremost, but I believe EVERYONE needs to earn your business, whether they are on the internet or downtown. As long as you aren't selling out to big business like Walmart, no matter where you buy from, you are doing someone good. I would rather buy from a person I believe in who sells over the internet than a dickhead who is local.

Anyway, just a thought.

And damn, I am having a personal crisis with capitalism, but it is capitalism after all... dog eat dog. Walmart wins.

But John Glime, We have IME. We have Scott C. We have Andy and Merrill.

If you can't support those guys who can you trust.

Oh, and call me or Dallen if you want to climb the Stairway to Heaven friday morning. We need a 4th.

Never had a problem with Mountain Gear personally. Shit happens though. Agree with John on the point that everyone should earn your business. Places like Gear Express and MountainTools are still around to provide customer service just when you have lost all faith in the world.

Disagree with John on capitalism and Walmart (or insert your least fav corporation here). Corporatism is not the same as capitalism, and is confused here. The basis of corporatism is a lack of trust that the free market will do two things on its own: regulate itself and deliver material goods. Capitalism is long gone..in this country anyway. Oops..I digressed a bit here. Having worked in customer service most of my life, I observed that those who insist on good service tend to get it or get gone. Best course is refuse to accept bad service as someone mentioned.

Stand up for your rights, climb off your soapbox(me?) and onto some rock!

I'm sure this thread has got Paul crying all the way to the Bank! He uses temp. help this time of year just to keep up with the orders. I seen him on the News just last week and I thought I could see a tear in his eye. ;)

Tradsplatter wrote:I observed that those who insist on good service tend to get it or get gone.

That's true.
I try to be nice at first, but if that doesn't work, I find myself getting a little ghetto. It's pathetic, as it seems like I have to fight too frequently these days. Incompetence, and poor work ethic wastes everyone's time,energy,and money. I feel that I shouldn't have to spend my precious time off from work, playing phone tag, telling others how do their job, or arguing with strangers over the phone or at a business. I know that shit happens but shit happens too damn much now!!

Tradsplatter wrote:Best course is refuse to accept bad service as someone mentioned. Stand up for your rights!

Last year I caught the Toyota service guys trying to rip me off on the repair of my car air conditioner; I fought back in person (by my little self) at the dealership, and it wasn't pretty. They ended up admitting it, and apologized, and gave me a new AC, and installed it free of charge. I hate getting mean, and nasty, but sometimes you have to.

Stand up, and fight, or lay down, and get stepped on. Your choice.