On November 3rd, I ordered a sunroof panel from Christine at S&J Auto. I was told that they had one but could not confirm its color, but told me that it would not be pulled if it was in bad condition. I was also told I would receive it in 5-7 days.
On November 15th, after countless times of calling back and receiving voicemail I finally reached Christine. She told me that the part was bad but she did not know about it. This could have been an honest mistake. I asked her to try to find another one and to call me back when she found something out.
After no call back for 2 days, I called back. After countless voicemail boxes and hangups, I finally reached Valerie (who is apparently the only nice and helpful person working there) She checked with Christine and told me she had not had any luck finding one. I told Valerie that if she could not find one by the end of the day that I would need a refund.
The next day I called and called and finally reached Christine, who told me she would go ahead and start the refund paperwork. I thought maybe the troubles were over.
2 days later I called back to check up on the status of the refund. I couldn't reach Christine, but spoke to a man this time. He didnt give his name, as is the custom of this business. He managed to find out that no paperwork had been submitted. I asked him if he could get it started and he said he could, but he was not going to do it that day.
I gave it a few days and called back, only to be told I needed to talk to Jackie about it as she was in control of things. I was then sent to her, you guessed it, Voicemail!
This morning I called trying to reach Jackie. I informed the first lady that I'd been trying to get her for 2 days and only getting voicemail. She then informed me that I just needed to "keep calling". No thanks. I asked for a manager and was hung up on. Not the first time, mind you.
I called back and got a manager who told me that I needed to call my credit card company to get my money back. No thanks again. I told him to put Jackie on, and he did. She got on and copped an attitude right off the bat.
I informed her that I'd been trying for a week to get a refund. She said that she was very busy. Heres the best part. When I said I was going to keep calling back until I got my money, this was her response: "Go ahead. I'll just have a heart attack and then you'll feel bad." The way things have been going, I can't really say I would lose any sleep over it.
She said she didnt have the paper work for it. I asked her if that was my problem, considering I didn't have any paperwork to submit to her. She then said that the paperwork had been on her desk since friday. Jackie, if you're are going to lie at least keep your story straight. Today is Tuesday, by the way. She then said she would submit everything today. I'll be calling back tomorrow to check on things.
Heres my major problems with this business and my transaction:
1. They have the poorest customer service I have ever seen. I realize they are very busy, but I am still a paying customer and do not deserve to be sent straight to a voicemail box, especially when I know I will not get a call back. If they are that busy, they need to step up the staff a little bit.
2. I've worked in auto parts stores before and I've usually charged a customers card if I've had to order the part. However, I always charged the customer the amount I quoted him.in this case, I was quoted $128. My card was charged for $147. And, if the part was unavailable we gave the customer his money back and apologized. No fuss, No muss. We never copped an attitude and told him we were too busy.
3.in an earlier complaint, Joyce (on of the managers, apparently) rebutted with "100 complaints in 8 years is not bad". Sorry to burst your bubble, but it is. As I said previously, I've worked in several auto parts stores. Some of which have been open for 20 years, and I have yet to see one of them on this site. 0 complaints in 20 years is not bad. 100 complaints is bad. Sure, every now and again we would get an unhappy customer, but never any that had to take any legal action against us. Time to start living in reality, Joyce.
This is the brunt of my complaint. The money isn't even the major issue. It's the lack of respect towards the customer. It's the lies, the runaround, and the overall business practice that you use. As I said before, Valerie was the only person I talked to there (and I talked to a lot of different people) whom I can say was decent and respectful towards me. I am not the first complaint on here, and I truly anticipate that I will not be the last
I will update this as the story continues to unfold.
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