Is Zaino customer service usually rude?

G

Goofy Yno

New member
I know I'm new here so the first thing people will think is shill (I forgot the real word for it), but I'm not.



I ordered alot of zaino products, very excited to detail my new car this weekend. I open the box and can't find the stuff I ordered. I look on the packing slip, it is someone else's order. I'm bummed because if he only had the Z2 and Z5 I could at least get some protection on the car.



I call today, and explain the situation. the guy takes some time to find both orders and says the only thing your missing is the Zcs and Z8, I'll send it to you. I say, wait I'm not sure that's true, he curtly replies, yes it is. I say but I don't have, he cuts me off saying sir, the only thing you're missing is .... After two go arounds , he finally start describing what each product looks like. Turns out, fortunately, he was right, I had some extra leather cleaner, tire stuff and car wash.



But all he had to do was walk me through it in a nice calm manner (Like I presented to him) and I would have been a very happy customer. Instead I have reservation about continuing to use these people.



hopefully mine was an isolated incident (maybe his wife just cheated on him or something)??
 
I've spoke w/ them twice and they were rude both times.



Tropi-care gets my business now. Zaino products work good though.
 
Never had to deal with Zaino customer service, but never had my order screwed up either. I've placed 3 pretty big orders through them and everything has been right so far...
 
As per your assertion of events, I would say the individual wasnt rude, merely efficient. As a bonus you recieved extra products, and your missing products will be shipped, correct?



A: My order has never been switched or incorrect. Individuals whom I have spoken to on the Zaino end have been nothing but cordial.
 
As a fellow business owner I say he was rude. You don't cut the customer off to tell them they are wrong. you listen to what theya re trying to tell you first.
 
I called them up once and talked to Sal. He had his salesman hat on, but that's only natural - he's running a business after all. However, he was a bit blunt and didn't always let me finish my sentences. Sure, it seems rude, but maybe that's just the way they talk over there.
 
I find myself wondering VERY often, 'Where has customer service gone?' It seems over half of the stores I visit are rude/unhelpful. Now that's not to say that there aren't friendly people working there, maybe I just get the grumpy ones. I'm usually very nice, and if they're still rude I wont shop at that store anymore. For me, I'd much rather spend extra money if it means a happy experience. Sorry to hear about your troubles with Zaino, I've been having some difficulties like that trying to contact FedEx recently, no one seemed willing to help.
 
You should take it up with Sal Zaino and not with this forum.



I've always had great experiences with them and there products are top quality.



Remember we're only hearing one side of the story also.:argue
 
JoshVette said:
You should take it up with Sal Zaino and not with this forum.



I've always had great experiences with them and there products are top quality.



Remember we're only hearing one side of the story also.:argue
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Yeah call and talk to Sal, he is one hell of a nice guy. Not that it justify it or anything but, it is Jersey.



sal@zainobros.com
 
I had bought quite a bit of stuff from them with no problem then one order I never recieved and they made me feel like a criminal implying that I was ripping them off or something.

WAY too many good companies to deal with out there to put up with it.



I'm sure they get their share of people that WILL be dishonest about deliveries.

I guess that's part of doing business on the net. Probably have to have a line item in your operating budget for this, but don't be rude. especially to return customers.



tw
 
Goofy Yno said:
hopefully mine was an isolated incident (maybe his wife just cheated on him or something)??
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I'm glad to hear that your order got straightened out.



As far as how it was handled.....? I don't know. Sal is a very busy guy. He's always been friendly with my questions and I usually am put on hold due to the volume of calls.

If one of the staff wasn't up to your standards, call Sal back and let him know.

I've heard about Zaino customer service for years. A good rep is something you have to earn and there are plenty enough threads here on Zaino to get enough information to make a good judgement......
 
93AccordLXwhite said:
...I've been having some difficulties like that trying to contact FedEx recently, no one seemed willing to help.
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FedEx is the worst (was the best at one time). One evening a few years ago I hear a ruckus up front and the FedEx "courier" is cursing out one of the ladies in the office because his dispatch instructions told him to come to the lobby, when in this case the large box was back at the loading dock. I told him with the automated system they had instituted, we had no way of notifying them where the package was (as we did when you talked to a live person) and that if he had a problem it was with his supervisor/dispatch, not with us. He stomped out and flipped me the bird on his way out the door. I got right on the phone to FedEx and complained and NO ONE CARED. That was the day that FedEx stopped being our primary priority shipper...I will do anything to use another carrier.



EDIT: This was FedEx Express. Oddly enough, the FedEx Ground guys seem to be great.
 
JoshVette said:
BTW Goofy, bashing a vendor is strickly against forum policy.:bat
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Where is it bashing? He is merely stating his customer service experience. Where in his post was anything remotely derogatory??
 
Interesting replys.



I didn't bring up to sal, because as some people stated, I got extra. I didn't think it rose to the level of a major complaint, just a minor annoyance.

I raised the issue here to see if others felt the same or if it was an off encounter. (BTW, if I don't know the answer to the later question the former statement is mute. If he runs a business without regard to customer service, then letting him know that seems ineffective).
 
I deal with supplier factories all over the country. There are a couple of states that happen to both start with 'New' and are on the east coast that tend to have rather blunt CS reps. Not saying it's all of them, but it's a cultural thing. No BS, get to the point, and take care of it. When I first encountered it, it bothered me. Doesn't anymore, just a different style.

Best CS reps (as a rule)? Northeast (basically anything north of New Jersey / New York).
 
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