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

SinePari

SinePari

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Oct 24, 2013
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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...


Good Afternoon Zachery,
I was looking into the status of your back order of 1 each of the Tool Wrap 20315. Upon further review, it was determined that you were sent 2 boxes of 10/ea, instead of 2 each/sheets. We apologize for this error in over shipping you. These sheets were $4.74 each.

As a solution, can we call your order complete at the 2 each, cancel the back order of the 1 each. Would you be able to send us back 1 box and you keep the extra sheets as our apology?

Please let me know,
Thank you,
Travis

Click here for the IDG Customer Satisfaction Survey

Travis XXXXx
Customer Service Representative
IDG Manitowoc WI
Phone 1-800-242-7645 Ext. XXXXX
Fax 920-684-1251
Email: Travis.KXXXXXXXxxxXX
"Creating a competitive advantage for our Customers"
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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...


I'm having a difficult time following your request?

I placed an order for (3 each) x (10) sheet packs of SS tool wrap... I have a receipt confirmation clearly annotating exactly that...3 boxes of 10/ea

2 of the 3 packs arrived at my residence safely.

I've been waiting for a month now on the remaining 10 sheet pack to be sent...

Now you're telling me that you've over shipped. Furthermore, you are requesting that I return 1 of the 2 10/ea packs that are now in my possession? And as a gesture of apology, you'll keep the standby order in limbo, along with a 10 pack returned/recovered, and call 1x 10 sheet pack a fair apology....?

I know that you're not to blame for this Travis, but my answer to your proposed solution is; either send me the remaining package of 10 sheets, or simply refund me $4.74... Whomever is behind this has deleted my account information regarding the order, which is pretty convenient. It's afforded you somewhat of a leg to stand on in arguing that you over-shipped... If they expect you to be successful in your pursuit of recovered SS tool wrap, you'd think they would fix the listing error or remove the product in question from your website....

Even here you can see that it clearly states 10 Sheets of 12"x24"x.002"....

https://www.idgsupply.com/p/Precisi...I8HHDY8QJ97P?cid=Order-Confirmation:Item-Link


In regards to my solution. As an apology to IDG, and an act of random kindness to you, I'm about to do some free advertising and spam hubs of social networks that heavily utilize this HT foil, sending all of my friends and enemies such a great deal. I imagine you don't come to work until monday morning to get this message, but I'm sure you'll be appreciative of the workflow coming your way.

Sine Pari,

- Zach
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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...
 
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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.
 
SinePari said:
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.
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Might consider Editing your thread title while you're at it...
 
gzb said:
Might consider Editing your thread title while you're at it...
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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.

Good Morning,
I appreciate your understanding that I am merely the messenger. I have canceled and refunded the back order for this product. Keep the 2nd box.
I wasn’t aware of anything being done to accounts on our site, and the act of removing an account to prove a point would just be plain wrong and unethical.
I do apologize for this confusion on our site and the resulting issue.

Thank you,
Travis
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I feel that this would have ended better had I been able to access the order details via my account, but the link which was perfectly accessible before has been interrupted and goes nowhere. The other part of the equation that sends me for a loop is the fact that the product page in question clearly states 10 sheet packs for $4.74 each. This disconnect in your efforts to correct an error are still in vain when the page in question is still active and displaying the misrepresented quantity to price purchase. That puts you in a very unfair predicament from the get-go. Not only does it set you up for failure, it perpetuates the issue and the questionable sales practice. Not to further my point, but the circumstances of an error on your computer screen could just a means to satisfy a larger order from a more established client.... No body wins here, someone down the line is going to suffer from this lack of corporate accountability, and I 'd venture to say that it's not the individual responsible for the screw up (or the perpetuation of). Hopefully you can send a shotgun blast up the chain of command and get someone to remove their head from their ass. I wish you the best on your journey Travis, and am satisfied with the refund. I would have been more apt to be more of a help in all this, but the product I have on hand has already been cut to the specific dimensions, and would have been useless to IDG had I returned them; You would have had about 4 full 12x24 sheets, the rest were cut to smaller dimensions.
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Afternoon,
I appreciate your candor. I’ve been following up with our website team, and they are applying a fix for this item. It may just take a few days to finally show up on our site. This is something as a company we need to work on.
I do find it strange that you were not able to access your information and have requested this also be investigated, as it might be related to another problem.

Thank you again for your input and concerns. I have passed these along, because as a company if we do not address valid complaints, we erode our foundation of trust and reliability.

Thank you again,
Travis
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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?
 
You should be able to edit your title. Go to Edit Post at the bottom of the first post, then click on Advanced to access the title.
 
So they were saying a box of 10 sheets should have really been $47.50? I buy a variety of hardware for my business and have found a few suppliers that list in a similar fashion. .......ie., 50 pc. case, $2.50 each and they mean "each" of the 50 pieces is $2.50, not the case. Not unusual wording for companies selling to other businesses rather than the public. Glad they satisfied you though!
 
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