I personally stepped in to help you and I don’t feel you eluded to any of that. I personally feel your review is a bit unfair, but that’s my opinion. What matters is quick attention and a quick resolution which I am confident we provided you. Things happen, as any reasonable person can understand. No business can maintain 100% satisfaction. That’s certainly not an excuse, it’s a blessing. We currently have over 70 orders on 5-6 week lead times it’s staggering how busy we are. I challenge you to find a business owner that cares that much. ![]() Heck, I responded to you while I was on vacation with my family. But, you had an issue and I never wanted to leave you hanging, or for you to feel ignored. I found three instances on Instagram where I personally responded to you after hours (between 6p and 8p). It also doesn’t help that people message at 11p, 1a, 3a, or on Saturday or Sunday (we’re very much closed on those examples) and expect immediate answers. People tend to complain that they don’t get an answer, but it’s reasonable to assume that there are others in front of you that messages/ called sooner. If the phone rings and my hands are empty or I can stop, I’m going to answer. Our person that mainly answers also gets pulled to stock inventory if the guy packing boxes is flooded, or take out the trash because no one else can, or make sure our build list is up to date. We don’t have a person dedicated to answering calls/ messages. We do have trouble getting to all of the calls/ voicemails/ FB messages/ IG messages because we are a small business. Then you didn’t even return all of the parts and we still granted your refund. All you had to do was send it back, on a label we paid for. In the midst of you ordering a new suspension alternative to our new parts arriving, you requested a refund. I’d say that we handled that in a ‘customer service first’ sort of way. The issue with the knob/ adjuster, you admittedly broke it, we sent a new one completely free of charge. You alerted us to the issue and we immediately got to work. We’re there issues with the product, yeah, you were given the wrong shocks for the rear (standard focus vs ST), which was our fault as the package was mislabeled back when we put everything on the shelf into storage for later use. Your review reads like we just threw our hands up and said “deal with it” and that’s far from the truth, or how you are portraying the events that unfolded. I know that we always messaged you back on Instagram the same day as we’re quite active on social media.Īll of our shocks are made to order, and when we were alerted of your problem with the shock length, I did everything personally to get you to the number 1 spot in the queue.Īgain, I apologize for your experience, that’s certainly not typical.Īnother thing that occurred to me while waiting on your shocks to arrive, you ordered another suspension while we were in the middle of providing you with resolution. I know our communication needs some work and I’m trying to get more people to relieve some of the inbound inquiries. I know your box arrived to you torn and that’s not how they left here, so I can only imagine that was part of the delay. I have no way to prove that as we handed the box to the mailman and didn’t create a pick up request. ![]() USPS picked up and didn’t scan and they obviously just sat somewhere. But, we really did send the shocks on the day we said we would.
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