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Old 04-01-2014, 09:57 PM   #1
kirshnerd
Scooby Specialist
Member Sales Rating: (6)
 
Member#: 310645
Join Date: Feb 2012
Chapter/Region: E. Canada
Location: SW Ontario, Canada
Vehicle:
02 Bug OBS
07 LGT SpecB

Default AJW Performance Products

I recently had a pretty bad experience with AJW Performance Products (US web store).

TL;DR: I placed an order that didnt get filled, shipped or mentioned until I asked what the **** a month later. Customer service did **** all except reply to my emails and give me a refund when I demanded it.


Story:

I placed an order for ~$200 in small parts, simple things. Lamin-X and a Goodridge stainless brake hose kit. On March 6th.

I had ordered a few different things from a few different places at the time, give or take a few days, all shipping to the Parcel Service I use in the US (I live in Canada, and ship things domestic within the US and pick it up across the border, to reduce duty and taxes).
Started a new job, was busy, didnt have a chance to go pick up my stuff....

Finally I get a chance to go, Friday (3.5 weeks later), and I take it. Go pick up my parcels, and my AJW order is not one of them.....

Okay....?

I send them a polite email asking what's going on (asking if they have stock, where my order is, if it's been shipped.... anything), and off we go with the poor customer service.

My order 'fell through the cracks' for no apparent reason, and they offered me nothing in compensation, inconvenience or apology. No discount, no offer to ship it directly to my Canadian residential address (after a few exchanged emails and explanations), no bonus anything for my getting ignored.
Not even after I explained to them that with 10+ years in customer service and having run by myself an online web store, that this is NOT the way to treat customers after an issue like this.

They gave me a full refund and I openly told them beforehand I was going to take my business elsewhere and recommend others do the same.

In conclusion:

I give them 2.5/5 piles of feces.
Despite being borderline impressive with email communication, their customer service and business initiative towards customer satisfaction is very lacking.

Would not recommend, will not return.
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