Appauled at Zaino's service.

If Zaino told me me to F off on the phone I would be appauled. Not getting a package when It was scheduled or delayed for some reason..Uhh, upset maybe, disappointed perhaps, but appauled? I've worked for Fed Ex 16 years, shirt happens. I've gotten stuff delayed here and there, Ive also ordered atleast 15 times from Zaino and never an issue. Shirt happens every now and then.
 
Less said:
If I were you, I wouldn't buy from them again. Isn't it all just re-branded Chemical Guys stuff anyway? I think I read that somewhere.
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I have heard from many reliable people that Sal Zaino developed this stuff with tons of market testing. I am inclined to believe that is a rumor to be honest.
 
Scottwax said:
What kind of lead time did you have from the customer's special request to use Zaino until you had the detail scheduled? Personally, if I were to run into a situation like that, I'd schedule the work to be done two weeks out to be sure whatever I needed to order had enough time to get to me. Shipping errors, bad weather, etc can all cause delays so I'd rather push a detail back a bit to make sure the products have time to arrive.



On the other hand, I don't tend to work with products I don't already have anyway. If someone wants a particular product, they can order it and then call me when it comes in. I don't really want to go through the hassle of ordering and paying for something I might not use regularly.
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Yes. My only bitterness now is that Zaino could have still made the deadline, but just gave me $9 back.





Setec Astronomy said:
Yeah, we're not getting the whole story, from one party or the other.
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I have given all the info, my assumption was that my box was mislabeled at Zaino. They could very well be passing blame, but how would I even know?
 
Cleaning Fool said:
If Zaino told me me to F off on the phone I would be appauled. Not getting a package when It was scheduled or delayed for some reason..Uhh, upset maybe, disappointed perhaps, but appauled?
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Yes it's appauling. Yes mistakes happen, but when a business, comprised of so-called 'professionals' tries to lie and cover up that mistake, or worse, blame another company, that IS appauling.



Here's what should have happened.



Customer: I would like to buy these products and have them shipped today 7/23. Here's my credit card info, please bill me for the items and shipping charges and ship my product promptly. Thank you



Zaino: Sure thing sir, we are shipping that out today. Here is your tracking number.



Three days pass....



Customer: Excuse me, I don't seem to have the products that I ordered, they should be here by now



Zaino: Oh, I'm sorry sir let me track your package.....ahhh...looks like there was a mix up and we sent your product to the wrong address. WE apologize for the inconvenience. I will ship a replacement order to you today for overnight delivery, free of charge. Thank you for shopping at Zaino



Based on the evidence given, here is what I think happened. When you use the UPS software to print a shipping label, you have to run a utility process to upload the billing information to UPS. This utility also prints an "end of day" tag that shows how many total packages your shipping, and how you're shipping them. This is what the UPS driver uses to reconcile the load. He counts ten packages, scans ten packages, then scans a tag that says he should have ten packages. If something doesn't match, he can't leave.



Now, the only way that Zaino would have a tracking number on the 23rd, but UPS wouldn't show it as received until the 27th, is if they did NOT run the "end of day" utility on the 23rd. If that didn't happen, then UPS did not pick up ANYTHING from Zaino that day. This suggests to me that Zaino either doesn't ship enough packages to encourage UPS to make daily pickups, or they are too far from a hub for UPS to make the trip every day. I doubt it's the latter.



Now, either 1) Zaino intentionally held the shipment until a day when they had more packages to ship so they could save some pickup fees. 2) They intended to ship on the 23rd but forgot to schedule a pickup on that day (and the next day for that matter). Or 3) Zaino was unable to schedule a pickup with UPS, which means that they probably didn't pay the bill.



From where I sit, those are the ONLY three explanations that are even remotely possible. The existence of a tracking number on the 23rd with no record in UPS's system until the 27th means that for some reason, your box sat on Zaino's dock for four days.



None of the above possibilities paint a good picture of Zaino.
 
Less said:
Yes it's appauling. Yes mistakes happen, but when a business, comprised of so-called 'professionals' tries to lie and cover up that mistake, or worse, blame another company, that IS appauling.



Here's what should have happened.



Customer: I would like to buy these products and have them shipped today 7/23. Here's my credit card info, please bill me for the items and shipping charges and ship my product promptly. Thank you



Zaino: Sure thing sir, we are shipping that out today. Here is your tracking number.



Three days pass....



Customer: Excuse me, I don't seem to have the products that I ordered, they should be here by now



Zaino: Oh, I'm sorry sir let me track your package.....ahhh...looks like there was a mix up and we sent your product to the wrong address. WE apologize for the inconvenience. I will ship a replacement order to you today for overnight delivery, free of charge. Thank you for shopping at Zaino
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I am not going to get into an argument about how it was late or why. This however was the solution I expected. I would have posted a public apology and canned this thread if this is what Zaino had done.
 
I am very shocked to hear this. I have been ordering off of them for many years and always have my order at my door within 2 to 4 days max. Most of the time it is at my door within 2 days.
 
Zaino had a job to do as the seller, and you had obligations as a customer. Both of you failed.



Zaino should have sent a tracking number the same day or next day, and should have overnighted the product when you called complaining several days later about the situation rather than making excuses.



YOU should have called/e-mailed Zaino the day after your order to ask about the tracking number, and you should have followed up as necessary to make sure your order arrived in time. If you had done this, chances are you would have known sooner that there was an issue, and you might have had time to get it corrected.



If you make promises to a customer, it's your responsibility to make sure you can deliver. It's unfortunate that Zaino didn't deliver in this (IMO, rare) instance, but I see no reason to smear them all over a detailing message board. For the other 99% of us, this would have been a minor inconvenience rather than a disaster. Leave yourself more wiggle room next time!
 
Less said:
I agree with the other pc and SA. There is no way a UPS delivered a box to Texas unless somebody put a barcoded label on it that says "this box goes to texas".



What doesn't make sense to me is how they gave you a tracking number on the 23rd for a package that UPS didn't know about until the 27th. "Billing Information Rec'd" in UPS language means "someone printed a label with this tracking number and address information". If that exact package went to texas, you would see a routing history that shows it's weekend adventure to the Lone Star State.
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Less, I hate to argue with you, because somewhere you have said you're a manufacturing guy, and if you're a manufacturing guy, you're ok with me. But I have seen boxes get misrouted by UPS and wind up way off where they are supposed to be, so I can believe they screwed up and it went the wrong direction and it took a few days to get back. I have also had shipments that seem to fall off the planet and have no tracking info, but arrive when and where they should.



Less said:
Based on the evidence given, here is what I think happened. When you use the UPS software to print a shipping label, you have to run a utility process to upload the billing information to UPS. This utility also prints an "end of day" tag that shows how many total packages your shipping, and how you're shipping them. This is what the UPS driver uses to reconcile the load. He counts ten packages, scans ten packages, then scans a tag that says he should have ten packages. If something doesn't match, he can't leave.



Now, the only way that Zaino would have a tracking number on the 23rd, but UPS wouldn't show it as received until the 27th, is if they did NOT run the "end of day" utility on the 23rd. If that didn't happen, then UPS did not pick up ANYTHING from Zaino that day. This suggests to me that Zaino either doesn't ship enough packages to encourage UPS to make daily pickups, or they are too far from a hub for UPS to make the trip every day. I doubt it's the latter.



Now, either 1) Zaino intentionally held the shipment until a day when they had more packages to ship so they could save some pickup fees. 2) They intended to ship on the 23rd but forgot to schedule a pickup on that day (and the next day for that matter). Or 3) Zaino was unable to schedule a pickup with UPS, which means that they probably didn't pay the bill.



From where I sit, those are the ONLY three explanations that are even remotely possible. The existence of a tracking number on the 23rd with no record in UPS's system until the 27th means that for some reason, your box sat on Zaino's dock for four days.
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Once again, not to be argumentative, but we've forgotten to run the end of day and the driver has taken the package anyway, with no slip to sign, because he knows if it's on the dock to go, it's gotta go. I'm sure Zaino has a daily pickup, because they moved their distribution to a central (US) location, to optimize their shipping/delivery, so I'm sure they didn't go thru all the trouble of moving it so it could be in a remote locale that has bad UPS service, and I'm sure they move plenty enough packages a day to warrant a daily pickup...I think we would be stunned at how many packages they process...look at the AG warehouse thread, and DavidB, when he was affiliated with ACC, used to talk about how many towels and clay bars he would have to buy for bulk pricing and how many he would move...I think the first time he had the green clay made it was 20,000 bars.



I'm not sure we're ever going to know what happened, but either UPS screwed it all up, or Zaino, as you alluded to, held the box for a few days (turned out they were short something, or it fell behind the table) and they decided to blame UPS. Either way, if you're hot for something, it always pays to 1) make sure you got your tracking number and 2) make sure it's tracking properly and 3) find out what is going on if 1&2 don't look right (the shipper can find out a lot more about your package than you can if the tracking is FUBAR).
 
bottom line - just don't spend anymore money with them or on their products if you aren't happy... i had a similiar issue with someone (could go on, but i'll stop right here). i'll just spend my hard earned $'s elsewhere. just remember, there are tons of deserving companies/businesses to spend your money with :up ! live & let learn and just move on...
 
rydawg said:
I am very shocked to hear this. I have been ordering off of them for many years and always have my order at my door within 2 to 4 days max. Most of the time it is at my door within 2 days.
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+1



Zaino has had one of the fastest shipping of any online vender I've ordered from. My last order was on Thursday 7/16, (after 3:00 pm) and it was at my door step Monday 7/20 at 10:00 am. :clap:
 
If I were you, I wouldn't buy from them again. Isn't it all just re-branded Chemical Guys stuff anyway? I think I read that somewhere.>



Hey, I have a smoking hot deal on an exclusive waterfront property investment. PM me and I'll let you in on a super secret deal. After all, reading it on the internet must make it true:o
 
Zaino, bloody rubbish. I know one place that delivers three weeks before you

even decide you want the stuf. :)
 
wannafbody said:
Hey, I have a smoking hot deal on an exclusive waterfront property investment. PM me and I'll let you in on a super secret deal. After all, reading it on the internet must make it true:o
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Geez buddy take it easy. No need to get nasty. I read that in a thread that for some reason, I can't find right now. If I find it, i'll post the link. Besides, its not like re-labeling is uncommon. It happens all the time in almost every industry.



I don't know what makes you think I'm gullible enough to just believe everything that I read on the internet. I don't know what I ever said or did to give you that impression. I stated something that I remembered reading, and asked if it was true in the context of another, somewhat relevant, conversation.



If making fun of me is what you need to do to make yourself feel smart, then go right ahead.
 
wannafbody said:
Sal must be a freaking magician if he can take a CG product that lasts 4 weeks and relabels it so it lasts 5 months:har:
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That would be a pretty neat trick. But still not as good as reading someone's question and re-labeling it into their belief and then using it to define him as ignorant and gullible. THAT's a pretty good trick.



Seriuosly dude, if you have a problem with me, PM me and let me know what your beef is. Otherwise, stick to the forum topic and keep your petty nonsense to yourself.



Next comment like the one above is going to the mods.
 
Looking over all the posts/replies, I think Z owed the OP a better attempt at making things right. The benchmarks for online sales & customer service are not likely in the auto care products area, but more likely Nordtroms or Lands End,etc..



Sinced mistakes happen, and I suspect it is just that with Z misdirecting the order to TX (which doesn't happen unless there is a TX ship label on the box....aka, Z made a mistake) they should have just overnighted the products & been done with it. Sure, if the OP would have built in a longer lead time, it might have been less of a hassle in the long run.



But, companies like Nordie's or LE would have done just what LESS suggested. Just apologized, figured out how to make things good with the customer and sent the new order out ASAP. It's all about customer retention & while most here are happy, it doesn't take much in the "online" world to screw things up. Just my opinion.......I could be wrong :)



See ya. :wavey
 
Stuff happens....



They refunded your money for the shipping and you still cry like a little girl. :confused:



I guess I am just lucky as anything I order from Sal, CMA or Phil at DD arrives in 2-3 days.
 
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