IDG Supply; Working out bugs/Customer Service for the win.

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As I searched around and started price shopping certain distributors of SS HT wrap, one of my searches generated an advertisement linking me to IDGsupply.com... Figured it couldn't hurt...

I placed an order for (3) 10-sheet packs of 12"x24"x.002 Type 321 S.S. Heat Treat wrap. I understood this to be less expensive than the comparable 304ss HT wrap , and spent quite a bit of time diligently looking for something that would fall within my budget, which isn't extravagant by any stretch of the imagination...

The price of this purchase amounted to a whopping $14.22.

I'd received 2 of 3 packs about a week later, 1 of the packs didn't ship due to their on hand stock being on "backorder"... I was okay with that, figured it came with the territory of "good deals", they had a pretty decent shipping turnaround, etc. I filled out a customer profile to host all my order info for when tax season rolls around. I even went as far as a filling out a positive customer service survey expecting to do future business with IDG...

A month has gone by, the 3rd package of 10 Sheets of SS HT wrap has not arrived... and then before COB friday, an IDGsupply.com customer service rep messages me with this...

I'm a pretty forgiving individual when it comes to mistakes... I feel that one should abide by the universal rule that "what comes around, goes around", but with a little situational assessment I have arrived at the conclusion that this email is a bit deceitful. First off I'd logged into my customer account to try and see the specifics annotated on my receipt... Low and behold, my customer account is still functional, but when I click on review previous order details, the link is broken affording me know means of double checking those specifics...

Well, I found the order confirmation receipt in my own email, and low and behold... clearly states 3 each of 10 pack SS tool wrap... but again, the hyperlink to the order details on my user profile account lead to a blank screen of white, which prompts a linkage error within their own network... Kinda weird not being afforded the means of double checking my order, especially when you'd like to do the right thing... Turns out I didn't really have to dig for answers... I looked at the product in question and by golly, gee whiz... Obviously the mistake on their part must not be too much of a concern...

Great deal; if you choose to deal with a business that covers up their lack of personal accountability with smoke and mirrors. I'm hoping that I receive a refund of $4.74 as I'd much rather go elsewhere with my business.

So, Buyer Beware!!!


p.s. I redacted the customer service rep's contact info, things like this are not executed at his level of employment... Or at least I'd like to believe the information he was charged with relaying to me came from higher...

 

There have been some developments for the better, but this would be directed towards the way in which the customer service representative Travis has handled my concerns. I will post details when time permits.

 

I'll attempt to change it to a more fair and grounded truth. (anyone out there wanna give me pointers on how to change it?) I was refunded the order that was on standby and the customer service rep treated me very well when it came to my comments and concerns. Having dealt with so many PITA customers in my life, I definitely didn't want to be that guy in this situation but the original message, along with the following glitches, and an active product page sent me into a bit of a tissy. Cooler heads prevail.

The positive that I feel worth mentioning is the correspondence I received from Travis. Here is a customer service rep that isn't the source of the problem at hand but extends himself as a person to ease the negatives by taking the initiative to right them. He didn't have to add that last message to the pile, but in a way it did cause me to reconsider the fact that the mess might have just been a series of unfortunate events. While there were some really bone head mistakes, in the end, I walked away satisfied. If I were to outline the good, the bad, and the ugly Travis most definitely represent the good. The active link has since been changed to 1 x 24x12 sheet; an accurate product description.... Maybe the disabled link has been fixed as well? I'll check on that.


All in all this was a $14 investment, of which $4.74 was refunded promptly... Not a lot of money to many, but you take away something that amounts to a McD's value meal away from me, and we're fighting... Mole Hill or Mountain, take your pick and either move forward with IDGsupply or move on. Travis was a genuine character throughout and might have just salvaged my thoughts of his company's reputation. Maybe the corporate tards that screwed up in the first place will read this and give Travis a well deserved atta' boy?

 

Thank you Esav.