Customer service is just shocking.....
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@melanie_symes_brown absolutely. My experience was just like yours! Covid excuses for everything, yet FedEx is delivering to and from me, coast to coast, on time several times lately without a hitch. Was told that my package had shipped on Dec. 2 but really they just created a shipping label. Contacted FedEx they said they hadn't received the package yet. Run around, run around, run around. To top it all off, their order support is in GMT+8 time zone (east Asia) when most of their customers are in North America or at least in Europe and west... so I message when they are closed, they reply when I sleep, and we went around and around for 3 weeks! Eventually the package shipped and I had asked for a cancellation but they kept denying it, saying it had already shipped, just to send it back to them. Well they re-routed the package the day it was to be delivered to me and it went all the way back to the warehouse, days away. The only solution they could offer was to order again, when I had ordered at Black Friday pricing. It's ridiculous.
I highly suggest ordering the amp from elsewhere with better order support and free returns like Amazon! Price check: https://amzn.to/2Jcqjng
I was able to order one "renewed" or open box and get it delivered in 3 business days! But I still payed almost $25 more than I originally did for a new one that never arrived...
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Customer service shocking is an understatement. After about a month of playing around with the amp, I decided to return it. Fun little amp, but I decided it wasn't a good fit for me and was ready to move on. I arranged for a return through customer service. All good. However, this business of not providing a shipping label (the customer can still pay) is scandalous. The cheapest shipping option using USPS was going to cost me over $80 (pretty big box with the amp and carrying case boxed separately), 1/3 of what I paid! I reached back out to CS, asking for a shipping label. I got the same robotic response. I'll try again, but don't have high hopes. So instead of shipping it back, I'm forced to sell it locally. Their return policy is designed to eliminate the value proposition of the return. This company sucks and it clearly doesn't care about the customer. Ultimately, that will be their downfall.
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@melanie_symes_brown said in Customer service is just shocking.....:
The amp & the bag arrived together this morning!!!
After not updating on GLS since 2nd December, a flurry of activity over the last 12 hours resulted in a knock at the door at 8.30am, 12 hours after the parcel registered on the local carriers website as landing in the UK.
Not according to PG and their link, its still in transit - lesson being trust that its on its way and as soon as you local carrier gets it you will be given robust ETAs...
Happy Christmas everyone!
Hi Melanie
Just wanted to check with you as you mentioned you ordered at the end of November and are in the Uk also?I sent a few "serious" emails to PG then got a huge excuses email on the 23rd of Decemeber saying that it was in transit and was given a tracking link for a company apparently in Germany and that their courier - GLS - has it "Out for Delivery"
This "Out for delivery" statement is confusing as, I don't usually get "out for delivery" notifications for international items until they are actually in the UK, plus the link that originally stated "Out for delivery" had 9 days in brackets after it on the 23rd.
It now reads 14 days.
I even downloaded the aftership app to my phone to see if it would give me any more info but when I click on the GLS contact option it tries to connect me to a German number!!!
Did GLS or aftership figure in your experience?
I know I've missed a Christmas delivery now but it would be nice to know when it's likely!
I hope you're enjoying yours?
Cheers!
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@melanie_symes_brown I don't even want mine anymore I would just like a refund I'm sick of waiting on people who can't even return an email
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@djmerck07 I'll sell you mine. I got it just after Thanksgiving. It's been boxed up for a couple of weeks while I've been playing ping pong with the worthless customer service. They basically extricated themselves from any of the return shipping so it's all on the customer. Given the packaging (one box containing a boxed amp and a boxed bag), it would cost me $80 USPS. If you're up for it, I'd be happy to negotiate something with you. It's a cool little amp. I just decided it's not what I'm looking for. If I realized their shipping policy prior to purchase, I would've passed.
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I’ve just messaged support to see if someone is willing to come onto the forum and let us know how things are going and with any updates on orders as after reading the posts on here I’ve not been filled with confidence of receiving the amp anytime soon. I have pointed out looking at the terms and conditions that they have set out that orders will be posted between 5-7 days of orders being placed and also being made aware that if I was made aware that there would be a month if not more before being shipped out and also it would be good customer services to inform customers before changing shipping dates and to not even notify them prior to doing so is leading to a lot of concern from customers who have paid their money and not been made aware that items aren’t in stock at the time of ordering and therefore leading to delayed (and moved back dates) without notifications is not only bad customer service but also breaching their terms and conditions.
Hopefully someone will come on and be someone who can answer people’s questions without any misleading information to put people’s minds at rest. Yea I know others have waited months and months for their deliveries but if they’ve sold so many units already and people have received theirs then you’d have thought it would be good practise to keep the punters happy therefore spreading the word about the company instead of some people’s comments I’ve read since joining the forum who wouldn’t recommend the company to others. This isn’t how to run a successful company good customer services is key to running a company and getting a good reputation.
Even if they came on and said we are struggling to manage the expectations of people that would be a start and giving some good reasons instead of falling back on the same excuses some companies are using at the moment. I was told that it was because borders being closed to the UK was one reason which has never been the case if the items are coming from the states and even if threats coming from the east I doubt they’d be coming by ship and would rather be coming via air which isn’t being affected like the ports are but at no time apart from a few days where the Brexit/ new strain of the virus being discovered but since then all have reopened so that excuse doesn’t cut it with me.
Sorry after reading all the posts over the last few days I’ve had to vent and also contact customer services to get an answer straight from the horses mouth. I hope I’ll get a response that I can report back sometime in the next few days.
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welcome to the club, considering a lot of us ordered in late 2019 and only received it in July 2020,any period less than that is a bonus.
Best not to worry about it, it will arrive. -
@crystalpit yeah I’m so glad I wasn’t around in the very early days. I’m wondering how many got a refund and pulled out because of the delays.
There’s no doubt it’s a cracking bit of kit from what I’ve seen on the reviews. Just wish they had a uk stockist closer than Camden in London that actually had them in stock to sell.
I hate having to order stuff from over the pond as it’s impossible to get hold of anyone because of the time difference.
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@kain-harkins considering they were sold from $179 - $209 then, a negligible amount asked for refunds I reckon.
For what it does, it's adequate.
If it was sold in stores and people could try them,and compare the bluetooth amps side by side to yamaha, boss and blackstar etc etc, I reckon sales would've been the same due to the stock sold to retailers, not neccesseraly to consumers.