Autogeek Delay

[imported_j3ffff]

Hm... Ok well first of all, I placed an order on autogeek.net about 4 days ago for 100 dollars worth of products. I live in Florida and autogeek is also located in Florida. On there website it states that people who live in Florida will most likely receive their order in one day. However, I still have not gotten my order OR my tracking number from them. I e-mailed them 2 days ago and STILL have no received any response from them. I really do not know whats going on. I have ordered from them before and my order was received in 1 day, but this time they have really been slacking. Has anyone else experienced too? Maybe it's because it's holiday season?

 

[BlackElantraGT]

I'm currently experiencing the same problem as you. I placed my order on the 26th of Dec. and have yet to receive my shipping confirmation #.



In my order I had the new CCS pads which don't ship out until the 2nd. I emailed them to see if they were waiting to mail everything at once or mail the items seperately. It took more than 2 days for them to respond and supposedly it was because they didn't have the gallon of ONR in stock. I told them to ship the items seperately because I can't wait for the 2 weeks after January for ONR to be in stock again.



Since that email a few days ago, I haven't gotten any shipping confirm. from them. I don't care if they're trying to save on shipping by shipping items together at once, but they should at email or let their customers know what's going on.



At least you're in FL so if they ship it out, you'll receive it next day. I'm on the west coast, so it takes a full 5 business days to get here. I felt like I went through all this work to get their 25% gift cert. discount, and then the 20% Santa20 discount only to not really save much. I could have all the stuff from top of the line or danase for just a little more and probably receive my items already.



Sorry for the rant, but I'm drunk and this is the 2nd time this month I've felt somewhat screwed when it came to shipping. Perfecar did the same crap when I ordered the Beta Wax plus some of their items, and now autogeek. I really wouldn't care if they wanted to save a few bucks by shipping items together, but I feel they should at least let their customers know. It's hard to compare these small companies to places like Staples, BestBuy.com, Amazon.com but their customer service should still meet the same standards. If an item isn't in stock, they will either notify you right away or ship your items separately.



No one wants to place an order, be charged for it, and not hear anything for weeks from the retailer.

 

[RTexasF]

Of the many orders I have made in the past I have never received shipping confirmation/ tracking number. I always have to e-mail and request it. The stuff always gets here intact but takes a week or more.

 

[pt91]

I hv ordered from AG many times and every time I rcvd a confirmation email AND and tracking email.

The only thing I can think of is maybe you didn't add your email address for confirmation in the check out process or maybe your email filtered it out??????

Hope it works out for you.

 

[Grimm]

I would register on their forum and post for help. There are a couple employees that are on there regularly that I'm sure will look into it for you ASAP.

 

[Setec Astronomy]

Sometimes I order from AG and everything goes smoothly, as said. Prompt shipment, email with the tracking number, etc.



Other times (too many times), something goes wrong, and you can't find out what it is, they are unresponsive, and they don't tell you what is really going on. In one case, I got all hot under the collar, because I thought they were lying to me, telling me that something had shipped, but they couldn't give me a tracking number, so I didn't believe them. (Turns out they HAD shipped it, but like 3 days after they told me it would on the phone, so I called them when my package didn't show, and they took a long time to tell me it shipped on a diff day, but then they couldn't produce a tracking number) They seem to get backed up in their shipping dept. (like now, they probably have people on vacation), and instead of saying "we're experiencing shipping delays due to high holiday volumes" or some other sales dept. hyperbole, they don't answer or seem to make up some lame excuses that don't hold water if you press them.



One more complaint--my last order, placed online in the late evening, went thru fine. Then in the morning I realized I had forgotten something and called to add an item to the order (thanks, fine, we'll get that out today, etc.). So I get home that night and I have an email that says there was a problem with my order. Call them the next morning and they tell me my credit card didn't go thru (which was odd, since it went thru fine to them on the internet and to some other online stores the same night). She thinks I gave them an old phone number, an old address, etc., so we try that stuff, and it still won't go, so I tell her I'll call the credit card co., which doesn't know what I'm talking about. I guess they must have manually keyed the CC# after I added the item, and keyed it wrong, repeatedly. I wound up going on line and reordering the stuff from AG, and canceling the original order...of course, I missed having my stuff for the weekend.



Wow, this turned into a big rant! Bottom line is they are inconsistent, and it seems if anything goes out of the normal flow (out of stock item, item added, etc.), it gets all messed up.

 

[imported_memnuts]

Its the Holiday season and many automotive suppliers do very little shipping/order filling between Dec 25 and Jan 2nd. Many will post this on their websites.

Be patient and keep this in mind next time you need these types of items around the Holiday season and order a week before Dec 25th.



I understand your frustration because this same thing happen to me a few years back.:wavey

 

[paul34]

Call Meghan or just their phone number.



I've experienced the same problem as you the past two times I ordered (I also live in Florida). The problem is that they're just too busy, I believe.



My first experience with them was absolutely great, but it seems that they're just so busy now that they're having trouble fulfilling orders. Growing pains indeed.

 

[Setec Astronomy]

My first experience with them was absolutely great, but it seems that they're just so busy now that they're having trouble fulfilling orders. Growing pains indeed.

Growing pains are fine, but they need to say when you call "we are not able to keep up with our usual prompt shipment due to high order volume thanks to great customers like you, please be patient and your order will be filled shortly" not "I'll check into that" and never get back to you.

 

[2.5RS]

While I've never had any issues with orders going through, I do have my AG gripes. I've really only used about 4-5 vendors for my supplies. Danase, Excel, Autopia, Autogeek and Top Of The Line. Generally I tend to put my orders in during the weekend and expect that no real person will see it until Monday morning. Without exception everyone of those vendors has my products to me by that Friday, except Autogeek. They always take a week and a half. Not a huge deal really, though considering that AG shipping is roughly the same price ( +/- a dollar or two depending on the order) the extra time doesn't seem to make a lot of sense (even given the fact that they are in Florida).



Like a lot of people I got all excited about the 25% off gift certificate, and purchased a $150 GC. After I got my AG order together, and mostly for the sake of curiosity, I added the same items to a cart at Topoftheline.com. The total came out three dollars cheaper at TOL after shipping at both sites had been added the GC applied at AG. That was a bit irritating, cheaper (everyday prices) and I would've had my stuff sooner.



I have nothing against AutoGeek, and will probably order from them again, but likely it will only be for specialty items I can't get elsewhere (something like MaxWax, which I'd like to try) For everything else I'll stick to my other trusted vendors.



- Andrew

 

[imported_j3ffff]

Thanks for the replies fellas. I guess i'll just wait it out and see what happens.

 

[kpounds]

At the bottom of the homepage...Need Help? Call Toll-Free 1-800-869-3011 to speak to a customer service representative.

 

[Mikeyc]

I've shopped in the past with a lot of the major detailing supply websites (Griots, TOL, Autopia, Detail City, Autogeek, Meguiar's.com, Zymol.com, etc.). Now, I do almost all my shopping with Autogeek. I find their product selection, prices, and customer service are excellent.



If I ordered more regularly I might go with a web store that had lower regular prices. However, I maybe average 1 order per month max. So, I don't mind waiting for sales or coupon codes to get what I want. When they have sales and you combine that with a coupon code their price is lower than anyone elses I find. I ran out and bought $200 in GC when they had them for 25% off. Then I used them in conjunction with coupon codes to save even more. Checking other site's regular prices against what I paid using the GC and CC Autogeek came out several dollars cheaper on each item.



On a rare occasion, there is a blip like something is not put in my order but they always make up for it with a "free gift" or expedited shipping of the missed item. I've never had an "out of stock" issue with them. One vendor I've ordered from in the past had items OOS on three consecutive orders. It happens and I've come to expect it to some degree. Personally, I think it's a bit unrealistic to expect smaller operations (which are typical of all detailing web stores) to call you when something you've ordered is OOS. It would certainly entail a great deal of time expense for the company. Diverting manpower from other duties to contact people about OOS issues would only cause longer shipping delays.



Autogeek's shipping has definitely been a day or so slower than normal during the holiday period. Then again so has almost every web store detailing or otherwise that I've ordered from lately. It's the holiday season and people are being overworked.

 

[paul34]

Growing pains are fine, but they need to say when you call "we are not able to keep up with our usual prompt shipment due to high order volume thanks to great customers like you, please be patient and your order will be filled shortly" not "I'll check into that" and never get back to you.

I agree with you there. The first time I called Meghan directly. The second time, I just e-mailed.



Nothing happened for 2-3 days, and then suddenly I got a shipping confirmation e-mail. There wasn't a "free" anything, but at least my order came intact. So, once I got my order, it was probably about 1 1/2- 2 weeks after I actually placed it. Keep in mind that their physical location is a few hours drive from me.



I guess they are too busy to even respond to e-mails



I'd rather give AG the benefit of the doubt, although it seems a lot of people are not being served well.

 

[Mikeyc]

I agree with you there. The first time I called Meghan directly. The second time, I just e-mailed.



Nothing happened for 2-3 days, and then suddenly I got a shipping confirmation e-mail. There wasn't a "free" anything, but at least my order came intact. So, once I got my order, it was probably about 1 1/2- 2 weeks after I actually placed it. Keep in mind that their physical location is a few hours drive from me.



I guess they are too busy to even respond to e-mails



I'd rather give AG the benefit of the doubt, although it seems a lot of people are not being served well.

I have heard a lot of people complain in the past about slow email response times from Autogeek. I definitely think that's a weak point for them. Personally, I have never gone that route which is probably why I have a more positive outlook on their customer service. Whenever I have a problem I always call them or PM Meghan through their forums. I always get a response the same day. Between junk mail filters and other electronic gremlins I just don't trust email if I want something to get done.

 

[BlackElantraGT]

Personally, I think it's a bit unrealistic to expect smaller operations (which are typical of all detailing web stores) to call you when something you've ordered is OOS. It would certainly entail a great deal of time expense for the company. Diverting manpower from other duties to contact people about OOS issues would only cause longer shipping delays.

I'm not asking them to bend over backwards for me and wow me with world class customer service, but I believe there is a standard that has to be met, be it if it's a one-man operation or a multi-billion dollar corporation.



Rick @ ADS is a very good example if you're looking for outstanding customer service. His company is probably much smaller than Autogeek. I've ordered from him in the past and when an item wasn't in stock, he emailed me the same day I placed the order (Friday) and told me he would be getting a new shipment on Mon, which was when he would ship it out. He followed through and stuck with his word.



I'm not expecting a phone call, but being that they are a web business, it doesn't take that much time to notify a customer via email that something isn't in stock. That's just part of customer service.



Since I waited a couple of days after I placed the order to email them, and they took another couple of days to respond, I wonder if they would have even notified me at all that SUPPOSEDLY one of the item wasn't in stock? I'm sure the busy holiday backup probably has part to do with all of this, but that's no excuse. Again, all I really want is for them to just acknowledge something or let me know what's going on. It's been a week since I've placed my order and I haven't received a single word about what they're going to do.

 

[Setec Astronomy]

Personally, I think it's a bit unrealistic to expect smaller operations (which are typical of all detailing web stores)...

I'm not asking them to bend over backwards for me and wow me with world class customer service, but I believe there is a standard that has to be met, be it if it's a one-man operation or a multi-billion dollar corporation.



Rick @ ADS is a very good example if you're looking for outstanding customer service. His company is probably much smaller than Autogeek....

Let's not get fooled into thinking all detailing web stores are small operations. There are members who live near the new Griot's fufullment center, and I remember David B saying that when he developed the Sonus Green clay he bought 20 or 30,000 bars. These are large operations. There are a number of stores that are a part-time business(Excel and Danase, for example) that have bend-over-backwards customer service. I have had consistently good service from ACC and CMA, as opposed to the hit-or-miss with AG. I'll give them the benefit of the doubt it's from outgrowing their space, planning for a new one, moving into temporary quarters, etc.

 

[Mikeyc]

I'm not expecting a phone call, but being that they are a web business, it doesn't take that much time to notify a customer via email that something isn't in stock. That's just part of customer service.

I couldn't agree more . . . it doesn't take much time to email one person to let them know an item is out of stock. Just to play "devil's advocate" a bit I would imagine more than one person ordered that item that day and they may have been out of stock on more than just that item. Who knows how many OOS emails that would have required. Maybe there were 100 orders that day that had an OOS item or maybe there were more or maybe there were less. I couldn't say as I don't hang out in their wharehouse.

Let's not get fooled into thinking all detailing web stores are small operations. There are members who live near the new Griot's fufullment center, and I remember David B saying that when he developed the Sonus Green clay he bought 20 or 30,000 bars. These are large operations. There are a number of stores that are a part-time business(Excel and Danase, for example) that have bend-over-backwards customer service. I have had consistently good service from ACC and CMA, as opposed to the hit-or-miss with AG. I'll give them the benefit of the doubt it's from outgrowing their space, planning for a new one, moving into temporary quarters, etc.

Small is a relative term. I worked for several years at a company that employed 30,000 people. So, a company that employs less than 100 people from my perspective is small.



Again, I can only relay my personal experience with Autogeek. They have always responded to my inquiries quickly and on the sole occasion when I had a problem with my order they quickly made it right and made it up to me. Lately, their shipping has taken an extra day but I find it completely reasonable to have a one day shipping delay during the busiest shopping time of the year.

 

[Setec Astronomy]

Small is a relative term. I worked for several years at a company that employed 30,000 people. So, a company that employs less than 100 people from my perspective is small.

I hear ya...sorry.

 

[silkstone]

I just placed a decent sized order from Auto Geek. They screw it up, delay, etc.. it's the last.

There are many vendors on here who are customer-friendly, and deserve my business. I try to spread it around. Most of the products are priced pretty close. Customer Service is what keeps them coming back.