D&D Auto Detail said:
1. Having a store not list hours is can be difficult for customers. A customer should not have to come on here, or another forum, simply to ask when they open. You can call, but what if they dont answer, then you never find out when they are open. How do you even know when you can call in the first place? Local people can drive, but dont know the store hours. That is just asking for frustrated customers. Is it really that hard to list some hours on the site? If they list an address (which they do) then they should list store hours too.
Many should not come on here to ask questions that are answered in plain sight on some manufacturer's site black on white yet they do, but that is a different yet similar story ...
What if they do not answer the call?
Again, did Web and technology dumb us down? If they do not answer you do same thing you would do before Web or for manufacturer that does not have Web site: You leave a message and/or call again later.
Also, anybody that plans to drive out of the way to some store should call before they pop their head up even if business hours are already known to them to make sure when they close that day. It is a common sense. Store can be closed due to something, no posting of business hours will protect you 100% from kissing the door. We don't go to visit friends without checking with them will they be there unless we accept chance they might not be there when we show up, so why we would expect anything else from a business?
Plus there might be a reason why they are not listing hours. Reason might be that it is not really a store in it's true definition, but an office, so maybe they want freedom to come to office and leave an office at will instead of being forced to constantly have somebody there?
D&D Auto Detail said:
I dont live there, which is why this is a constructive criticism, NOT a complaint. It will only benefit them, and their customers to list hours.
For it to be constructive criticism it needs to be communicated to them, not on forum they are not sponsors of. When you want to give person constructive criticism you deliver it straight to that person, not to everybody else in absence of that person. Otherwise "constructive" part is not there. Did you call them and discuss it with them before posting it here?
D&D Auto Detail said:
2. I was never complaining about them not having 24/7 customer support. I DO NOT expect them to have it. My CRITICISM is that they list a 24/7 customer support #, but it isnt answered 24/7. My point is, why do they list that number, if they cant answer it 24/7? That makes no sense to me, and should be remove IMO. If they actually DO answer it 24/7, then great, more power to them.
Ever seen doctors, dentists, etc, posting their number saying to call for help 24/7? Do they answer every call immediately? Or message is taken and they will call you back once they get it based on priority? How is this any different?
I had two of my calls answered by them outside business hours. Did they pick up immediately? No. I left message. They called back later. And I am happy anyway because it is better than no call back until next business day no matter what kind of question you have. Of course, some calls were not returned until next business day. And that was OK because nature of the question was such that it could wait.
Should I stop that practice? I say no because it makes a difference. Should they stop "advertising" such customer service? I say no because it is good to know you can count on them and they deserve to be proud of it. Should they change wording? Probably because it is obvious how easily people misunderstand it.
D&D Auto Detail said:
3. What some people might consider organized, others might consider totally disorganized. Sometimes, when I click on a product to read the description I get overlapping text and cant see anything. Its also hard to find an email address. And my order status was never updated, nor did I receive a shipping confirmation or tracking #.
I see your points about order status. I could not see that earlier as you did not mention it until now. I misunderstood your comment about Web site being disorganized as meaning "Web site is disorganized", could not have known you also mean "and ordering follow up".
When it comes to overlapping text I did not experience any of that. Could it be your browser and font selection? I am curious. Could you please send me few links where you are experiencing that?
D&D Auto Detail said:
4. When I order something from any site, I expect to get exactly what the description described. I ordered 4" LC CCS pads. What I got was 3.5" LC CCS pads. I called and CG said they didnt even see 4" LC CSS pads in their catalog, they didnt even think LC sold 4" CCS pads. So that info is incorrect.
That part I too would be upset about. What did they do once you complained? Did they take care of you?
BTW, I did not know their pads are actually 3.5" and not 4", thank you for that info. I might buy some of them because for spot polishing IMHO smaller is better, plus they would be great fit for my SXE400 that has 3" backing plate.
D&D Auto Detail said:
Now, is their site updated daily with products that are currently out of stock? Or do they tell you after you've ordered it? I dont know, but that could be another potential problem.
I don't know either because I do not order through their Web site, I just call, ask do they have what I need in stock, and if they do ask them to set it aside for me and pick it up on my way home.
In any case, as you did not experience an issue with it I do not see why you are bringing potential problem up. However, even if their stock tracking is not updated immediately, I would not be terribly bothered as long as they take care of me. I do know sites that have live inventory tracking but later getting resolutions end up (at least) a hassle. I also know one site of one very reputable member here that is not always up to date and does not have live inventory. However, he always takes care of any issue with no muss and no fuss. Guess which one I prefer?
D&D Auto Detail said:
You dont need to get all defensive and riled up about this.
I am not as it does not affect me. However, you seem to be picking on them over stuff everybody else does too.
