Poor customer service!

[flat]

It's been awhile since I've purchased a pricey fishing combo and thought I would share a very recent customer service experience. I placed an order Saturday evening for an in stock rod and while at work yesterday evening, I received a notification that my money had been refunded. That is fine and all, but a few minutes later I received a text from my wife "Hey, just got a call from (redacted) at (redacted), or something.  Said a rod you ordered is out of stock and he'll put the money back onto your account"

Not cool! Ha!

[redmeansdistortion]

Maybe their inventory system was slow, had that happen a few times.  I got my money back, no harm, no foul.

[TOXIC]

Sounds like the website was lagging the sales numbers and whoever the retailer was did the right thing by refunding your money.  To me, that’s good customer service.  I have seen retailers just notify that your item is on back order and will ship when available.  Sometimes you don’t get that notification until you receive a partial order.  

[flat]

Yes, no biggie. Luckily my wife is supportive of my habit.

[flat]

I'll disclose the business to save others a similar fate, the caller was Karen from Homewrecker Tackle.

[bulldog1935]

many internet vendors share inventories and ship to each other.  

It may have been sold from the inventory at a different store.  

 

I've had Asian Portal and Japan Tackle refund me for OOS that I ordered as in stock on their websites, and both are very good at keeping up their website inveitories.  JT orders from some nearby suppliers when you place your order (e.g., Avail), and sometimes the manufacturer is OOS.  

 

I've received many calls from TackleDirect with OOS oops - they would always offer me choices, and when I wanted the item and could wait, they always hunted it down for me somewhere.  I think the call counts as good customer service.  

[CrankFate]

I ordered my last rig from back order/preorder. They emailed me to let me know the items were not in stock, I said I knew that. They then gave me the time frame for the items to come in and gave me the option to cancel for a refund or keep the order. Since both items were not in stock anywhere, I kept the order. I thought letting me know was good customer service.

[MN Fisher]

40 minutes ago, TOXIC said:

Sounds like the website was lagging the sales numbers and whoever the retailer was did the right thing by refunding your money.  To me, that’s good customer service.  

I agree and had that happen to me twice last week. Trying to find 3607-10 boxes, ordered from a couple places that showed in-stock on their site. Turns out they were out of stock, but sent the refund back to PayPal the next day.

 

Not even Plano themselves know when those boxes will be in stock even on their own site...so subbed a couple 3715 (1/2 size, open compartment) boxes instead...I'll have those by the end of the week.

 

This is how it should be - you don't have it, refund the payment...don't make the customer sit waiting forever.

[flat]

The phone call is a nice touch, but with the business they are in, the script should be ready when a female answers the phone- "Good evening, I need only a few minutes of your time to participate" click.

[Dens228]

I'm assuming your post was made as a joke because they called your wife.......

Other than that it seems like very good customer service. 

[Jaderose]

Actually, that sounds like pretty GOOD customer service.  Refunded quickly and they called to tell you.  If it's over the fact that they called your wife, well.....who gave them her number?

[flat]

11 minutes ago, Jaderose said:

Actually, that sounds like pretty GOOD customer service.  Refunded quickly and they called to tell you.  If it's over the fact that they called your wife, well.....who gave them her number?

That's more like it. Bring out the pitchforks! I'm the victim here. Ha!

[jbsoonerfan]

Why did you put your wife's phone number?

[flat]

4 minutes ago, jbsoonerfan said:

Why did you put your wife's phone number?

That's the thing, I didnt. My home phone must be connected to the account that I used to pay. Alas, I'm a victim of technology. This is the first time I've ever been contacted on my home phone.

I do highly reccomend Homewrecker Tackle to all the single guys out there- great customer service!

[jbsoonerfan]

Home phone? I thought my grandma was the only one that still had a home phone.  

[flat]

8 minutes ago, jbsoonerfan said:

Home phone? I thought my grandma was the only one that still had a home phone.  

Oh geeze, ouch!

[flat]

A funny note, I ordered the same rod from another business and was just notified by email that it was not available. Oh well, back to analog shopping.

[GetFishorDieTryin]

2 hours ago, flat said:

It's been awhile since I've purchased a pricey fishing combo and thought I would share a very recent customer service experience. I placed an order Saturday evening for an in stock rod and while at work yesterday evening, I received a notification that my money had been refunded. That is fine and all, but a few minutes later I received a text from my wife "Hey, just got a call from (redacted) at (redacted), or something.  Said a rod you ordered is out of stock and he'll put the money back onto your account"

Not cool! Ha!

Just take your home phone or her cell # off the contact info and it wont ever happen again.

[islandbass]

I’m thinking the poor customer service was more that your wife found out and that is funny as heck, no doubt. You could

always use the line that it was anniversary or birthday gift for her if either date is close, lol. 

[FishTank]

Like stated above, you received good customer service.  Not all sites can update their inventory in real time and it is highly possible to place an order for something at the same time as someone else.  I was surprised you received a call at all.  They made a personal choice instead of just sending a bulk email that your items was out of stock.  Anytime a business confronts a situation first hand, its the only positive thing they can do if the item is out of stock. 

[jbrew73]

Are you mad that the combo wasn’t in stock or that your wife caught you buying tackle with her card?  ?

[flat]

2 minutes ago, jbrew73 said:

Are you mad that the combo wasn’t in stock or that your wife caught you buying tackle with her card?  ?

No offense but I believe this one is over your head. All you future rod hustlers take notice- refund and email good, ratting out customer to his wife- bad.

[MN Fisher]

1 minute ago, flat said:

No offense but I believe this one is over your head. All you future rod hustlers take notice- refund and email good, ratting out customer to his wife- bad.

I don't 'hustle' any fishing gear - 'The Boss' approves everything I buy...and she rarely denies me cause I know our financial status and I don't push it.

[flat]

1 minute ago, MN Fisher said:

I don't 'hustle' any fishing gear - 'The Boss' approves everything I buy...and she rarely denies me cause I know our financial status and I don't push it.

I was referring to tackle retailers as hustlers- sorry for the confusion. Kudos to you for getting approval before purchasing. My wife knows disapproval on sporting gear is futile.

[jbrew73]

2 hours ago, flat said:

No offense but I believe this one is over your head. All you future rod hustlers take notice- refund and email good, ratting out customer to his wife- bad.

No.  Not over my head.  Just making light of the fact that you have to hide things from your wife.