Getting Customer Service from Chemical Guys

Mikeyc said:
I sent them an email at least two weeks ago about a leaky order I received. Haven't received a response as yet.
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Even in this modern age not all e-mails go through thanks to oceans of spam. Did you try calling?



JuneBug said:
Guys, I don't know, I'd like to try their (CG) compounds cause the Heavy Duty and Lazer Buff "sound " great, but it seems that CG is the one of the few companies that aren't GREAT in returning calls and handling problems.
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JuneBug, let me know exact list of ones you want to try and next time I am passing by them while they are still open (might take a bit, I work late hours) I will try to get some samples for you.
 
Odd I called Paul yesterday and he picked up on the first ring, answered all my questions and sent me a sample of a product I was considering. Sorry to hear your experience was not as good.
 
MDRX8 said:
Hey, I got a hold of them this morning after using the 1 -800 number and hitting the 0 button a couple of times. One has gone up in price but if are a new customer you can get the intro price. They are throwing in some samples for me. Just like I said, once you get a hold of them the service is great!
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I have to agree with you there. They advertise 24/7 customer service but I think it goes to Paul's cell phone - atleast that's the impression I got. So maybe he answers when he's not extremely busy. I did get their voicemail several times but when I did talk to Paul, I got great service. Even got a free sample to compensate for the mistake in my order. The products seemed to be of good quality.



I have to say also that there are many discrepancies in their website. Example: The top of a page may say the mf's are 70/30, but if you read further in the description, it says they're 80/20. So then you try calling them to get clarification and then the whole voicemail thing. So are they 80/20 or 70/30? Paul said 70/30. When I got them, they were 75/25. He said he's send green, I got blue. Go figure. And no, I'm not color blind.



All in all, I'd still buy from them in the future.
 
WilliamHBonney said:
Odd I called Paul yesterday and he picked up on the first ring, answered all my questions
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same here, he's always picked up the phone or called me back immediately if they didn't pick up...
 
SpoiledMan said:
Maybe you should have BigAl call for you?:D
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You know what these things recently (some guys can't get phones picked up, e-mails answered, calls returned, whether it is CG, or Flex, or whoever) evoke memory of in me?



That Rod Stewart's song ...



YouTube - Some Guys Have all The Luck (Rod Stewart)



"Some guys have all the luck

Some guys have all the pain

Some guys get all the breaks

Some guys do nothing but complain



...



The car overheated, I called up and pleaded, there's help on the way

I called you collect, you didn't accept, you had nothing to say"
 
I am experiencing a similar issue with Chemical guys right now.



I received and order, 1 bottle was broken during shipping.



I called the 1-800 a few times. Each time I got the "this mailbox is full" message. Ill call again today if I am slow just for laughs. I should make it my assistant job to get me another bottle from them, but I dont want to piss her off for $26.



I sent 2 e-mails on 9/12. No response as of 9/20.





Should I take that as a "Go flock yourself San Diego"?
 
I actually have forgotten how many emails I have sent them for the past 2 YEARS and I did not received any reply from them at all. So I have given up on them and move on, anyway there are still plenty of good products elsewhere.



If I even thought of trying out some chemical Guys stuff again, I will definately go for Danase :xyxthumbs .
 
Sorry, after 5 emails, 5 calss, and no response I gave up. Plenty of people to take my money out there tha actually answer the phone or email.
 
I have always been able to get paul on the phone after a couple pushes of the zero button and when you get him he is way cool to talk to.I like alot of there stuff and dislike some of it also.I am still searching for that one-stop get all my detail products place
 
Danase said:
See, you guys should deal with the small guys and the resellers and not factory direct. ;)
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Anyone want top notch service, Danase is where its at. There will never be a thread like this concerning Danase, why, whether by PM, Email, Phone, Telegram, Pigeon, Campbell soup can, message in a bottle, etc., Bob will take care of you almost instantly. :xyxthumbs
 
NSXTASY said:
Anyone want top notch service, Danase is where its at. There will never be a thread like this concerning Danase, why, whether by PM, Email, Phone, Telegram, Pigeon, Campbell soup can, message in a bottle, etc., Bob will take care of you almost instantly. :xyxthumbs
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That I agreed totally. I ever email Danase to ask about their products and shipping, everytime I see a reply the next morning even though until today I have not bought anything from him yet.
 
hi there, today the full delivering is arrieved from cg, they sent me an e-amil with an apology:clap: , everything was packed perfect, so now i am happy :D to work with thier products and i wil report you here. thanks heli
 
I cannot say enough good things about CG. Paul and Mike are always willing to answer all questions, whether by email or by phone. And let's not even talk about all the samples always thrown in! Every single order ever placed by them included a free sample. I don't think many others do that.



My friend Mike wanted to pay them a visit since he lives about an hour away so I casually sent Paul an email. Within the hour, he had replied saying that he was looking forward to meeting my friend and to let him know when he'd come over. A few days later, Paul again emailed me to see when he'd be in the neighborhood so he could make sure he was in the office. This means he must have written it down somewhere, right? Well, he showed my buddy around and sent him home with plenty of goodies. Very well taken care of!
 
P1et said:
I cannot say enough good things about CG. Paul and Mike are always willing to answer all questions, whether by email or by phone. And let's not even talk about all the samples always thrown in! Every single order ever placed by them included a free sample. I don't think many others do that.
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Really? Because not only did I have a leak in my order, but I received no samples and when placing my order I specifically requested a sample of Jetseal.



I'd probably order from CG again but so far I'm just not seeing the great customer service that a few people on here have mentioned.
 
Mikeyc said:
Really? Because not only did I have a leak in my order, but I received no samples and when placing my order I specifically requested a sample of Jetseal.
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Whenever I shop at CG Mark and Paul satisfy my curiosity about other products as much as they can. Still, when JetSeaal came out I did not even dream of asking for a sample, after all they are running a company, not a non-profit, and 4oz sample is $10 right there. I went and purchased mine. DavidB is not giving away samples of Ultima to everyone that asks, he is selling sampler pack, so I don't see anywthing wrong with CG not sending you one of JetSeal.
 
ZoranC said:
Whenever I shop at CG Mark and Paul satisfy my curiosity about other products as much as they can. Still, when JetSeaal came out I did not even dream of asking for a sample, after all they are running a company, not a non-profit, and 4oz sample is $10 right there. I went and purchased mine. DavidB is not giving away samples of Ultima to everyone that asks, he is selling sampler pack, so I don't see anywthing wrong with CG not sending you one of JetSeal.
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Something tells me it doesn't cost them $10 to manufacture a 4 oz. sample. Besides, what is $10 compared to picking up a new customer who spends hundreds if not thousands of dollars a year on detailing products? It's not like I asked for samples of 10 different products.



Anyway, my point was mainly that I received no sample and specifically asked for one. They could have thrown in something else if they're as sample happy as a few people in this thread have stated.
 
Mikeyc said:
Something tells me it doesn't cost them $10 to manufacture a 4 oz. sample. Besides, what is $10 compared to picking up a new customer who spends hundreds if not thousands of dollars a year on detailing products? It's not like I asked for samples of 10 different products.
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Something tells me you don't get it. Care to call Zymol and ask for sample for Solaris using same "logic" while you are at it and let us know what they said before they hung up?
 
ZoranC said:
Something tells me you don't get it. Care to call Zymol and ask for sample for Solaris using same "logic" while you are at it and let us know what they said before they hung up?
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Something tells me that you don't get it because there is no one on this website saying that Zymol gives away samples all the time. In fact, they don't give out samples period AFAIK. In the post I was replying to it was mentioned that CG gives away samples every time this person orders.



Please understand that I am not mad at CG (slightly disappointed is all) and I do intend to order from them again in the future. I'm merely posting to provide a counter-point to those who are saying things like "I get samples from CG all the time" and "CG always responds to my emails/calls immediately" because this was not my experience. It seems I'm not the only one either.
 
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