This is a letter I sent to 4 Wheel Drive Hardware... NO response yet.
Dear Customer Service Manager's Manager,
I cannot even begin to express my disappointment in the lack of customer service I received by 4 Wheel Drive Hardware, yet I will try...
A fellow Jeep owner referred me to 4 Wheel Drive Hardware. I decided to give your company a try. I placed my first order on August 3rd for some small transmission parts. Realizing the next morning I would require a few more small parts, I place another order the next day. I received my orders in a relatively short time (2 or 3 days), in which I was pleased. I was not impressed that both the orders were shipped together in one bag and I paid shipping charges on 2 orders. I understand that there were 2 orders and they were separate. No hard feelings, but again, not impressed.
Due to the acceptable shipping time, on August 25, I decided to place another order for a variety of parts. Order number 1177632.14 parts totaling $299.86. Than I waited and waited. Checking my Order Status daily. Finally on September 5th, I called your customer service number, (800-555-3353) and endured a miserable 37 minutes on hold. Giving up on the telephone I wrote an E-mail asking why my order had not processed. Ricahard Summerville responded early the next morning writing that "It should have all shipped it should process by Monday." Than I waited and waited. On September 12th I still had not received my order. I called the consumer service number again. After 22 minutes on hold Stephanie listened to my complaints. She seemed sincere in her concern for my situation. She said that all the items on my order were back ordered, but showed no estimated time of delivery, which she found "strange". I explained how unhappy I was waiting 3 weeks for parts that I could get at a local auto parts store. I asked her to enter a note in my order that I would call back on September 15th and expect an accurate shipment date. She said she would comply and she gave me her extension. (850)
September 15th, I called and tried to get in touch with Stephanie, but after several attempts all I got was a voice recording saying she was unavailable. I called again and spoke to a gentleman, who's name I did not get. When I began to explain the situation again, he stopped me and said this needed a manager's attention. I was connected to Christian at extension 905. Again not available. I left a voice message with my name, phone number and my order number. My call was not returned.
I tried calling again on Wednesday September 17th and finally got to speak to Christian. I explained the above fiasco. She said she is training new people and they have just taken over their sister company, which has doubled their workload. That is why my order was accidentally closed before it was shipped. I told her I wanted my money back and to cancel the order. She did her job and got me to give 4 Wheel Drive Hardware another chance. She said she would ship the items I still needed next day air and enclose a gift certificate for my troubles. So again, I waited. Friday September 19th nothing was delivered. I called and left a voice message with Christian at 4:00pm. No return call! I sat on hold again and got through at 6:00pm. Turns out Christian left at 5:30pm and will not be back till next week. The gentlemen I talk to could not tell me anything about my order since his boss, Christian, was handling the order. I said thank you and hung up.
I am done waiting! I have already gone to Auto Zone and purchased 12 of the 14 items I ordered from you, at a better cost, with a Life Time Warranty and they were available for me to take home at the time of my purchase. I want my order canceled and my credit card charges reversed immediately. I believe I have given you more than enough time to correct any errors that might have occurred. Your customer service manager has proven as incompetent as her employees. This has been an awful experience. If you truly want to understand my frustration, take your car keys, lock them in a drawer for 4 weeks, call 800-555-3353, and ask where the drawer keys you ordered are.
I will not be ordering nor recommending 4 Wheel Drive Hardware to anyone. If asked I will share this experience with anyone willing to listen. I expect a timely response to this letter and confirmation of a credit to my Master Card.
Thank you for your attention in this matter.
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