I placed my order online @ justspension.com on 3-25-11, paid in full... Placed follow up calls during the following week to discuss changing shipping choice (from ground to next day or 2day)... Nobody answers the phone. And I am big on customer service, so I was persistent. Finally on 3-29-11 I spoke with a Rachel—who sounded not too professional and possibly her first day on the job— and she advised my order was going to ship to me later that afternoon and that I will be receiving an email with a tracking number... I thought that it was 'ok' but I did not feel secure with her answer.
I placed additional follow up calls that day — when I didn't receive an email with tracking info. No answer... Wow, is this company 'that' busy or do they not have a fully staffed department? I placed calls the next day, and the next, no answers and no response to my vmails either... Finally, today I get in touch with someone—by calling and repeatedly pressing '0' for the operator... Luke picks up and I tell him my request to cancel due to the service and the supposed shipping that never happened... He tells me, "oh, the shocks were 'just shipped' by KYB" and I asked, "to me"? He then stated "no, to Just Suspension, it takes about 7 days to get the order from KYB and then we get it delivered here in a truck — that should come next week, then it'll take approx 4 days to ship to California". Luke then stated, "by cancelling you will be charged a 25% stocking fee" I said that you haven't received the item and he stated it doesn't matter, because once KYB ships we can't return it... I laughed. I asked how long for the process of the refund, he said, "don't know, you're gonna have to email the accounting department" WOW... It appears there is only a handful of employees there and they are making it sound like a big, huge corporation or enterprise... Come on dude, are you joking me??? I called back a second time today and started probing for names, procedures, etc and again, no specific info could be provided on the refund, except stocking fees and 'don't know's.
It appears this company makes it's money on cancelled orders (stocking fees), shipping errors, orders not being fufilled after many consumers pay upfront and can't get their refunds... Sounds like a monopoly in my book... Well, it stops with me... I have already filed a complaint with the BBB and will be an advocate towards a Class Action Law Suit. What a way to spend my early morning Friday but I enjoy exposing those who take advantage of good, hardworking American Consumers. Now it's about the principle of the matter. I can always spend money on shocks and obtain them thru a reputable company... The point is providing your customers with satisfaction so they may return to you... It appears the company charter is not up to par with the modern way of doing business in America. Sorry Just Suspension, it will be coming your way... Soon. Karma, baby!
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