So I place an order from Wyeast...
I ask them three weeks ahead of time to please ship on a certain Monday.
They say "no, we only ship on Tuesdays".
I ask "haven't you got the yeast in stock?"
They say "of course but our standard shipping day is Tuesday."
I explain that I'm in a remote location and more often than not I have to drive 3 hours out and 3 hours back to rescue the yeast at a FedEx depot so I'd like them to make an exception. It took multiple rounds of pleading to make that happen. Not once did I ever lose my cool. I promise.
Next I ask PLEASE not to use FedEX on this shipment because they don't service my area.
"Please, PLEASE send it via UPS" I say.
Flat out "NO".
I plead, I beg, I make multiple calls, ask multiple people, still "NO".
I offer to send UPS to pick up the load myself, pay for it myself, and arrange everything including the paperwork myself, still "NO".
WTF?
They then proceed to send my shipment by FedEX (at least it was shipped on the Monday) and lo and behold, it gets held up in customs. I lose a transit day trying to rescue it from customs (my broker is...you guessed it, UPS).
Ok, a day later and my yeast is on the move again.
Of course, it gets held up for another 30 hours at a city depot awaiting the transfer to their subcontractor. Now it's Thursday, no movement, and the following Monday is a holiday, and I'm at risk of getting my yeast stuck another 72 hours somewhere unknown over the long weekend.
I'm fuming mad at this point, send an email to Wyeast customer service with all the tracking evidence, explain clearly and politely why it is so important for them to use MY courier instead of theirs.
Again, a flat "NO, it's FedEx only".
The only explanation they give me is that they have "a customer service protocol to uphold" and FedEX is their only courier.
Can you believe this?
Another letter of complaint, and escalation, another request to use UPS in the future.
I get an email back from them today saying that they're refunding my money. I ask them not to, because at least I got my yeast (on the fifth day of a two day service), and at least it wasn't damaged.
In essence, it appears that I've been dumped as a customer from Wyeast, as I doubt that they'll accept another order of mine after this refund.
I ask you in earnest, is this good customer service?
Has anyone else out there received this sort of treatment (a disregard for the wishes of the customer) from Wyeast (or any other supplier for that matter)?
Was I being unreasonable?
Frustrated...
I ask them three weeks ahead of time to please ship on a certain Monday.
They say "no, we only ship on Tuesdays".
I ask "haven't you got the yeast in stock?"
They say "of course but our standard shipping day is Tuesday."
I explain that I'm in a remote location and more often than not I have to drive 3 hours out and 3 hours back to rescue the yeast at a FedEx depot so I'd like them to make an exception. It took multiple rounds of pleading to make that happen. Not once did I ever lose my cool. I promise.
Next I ask PLEASE not to use FedEX on this shipment because they don't service my area.
"Please, PLEASE send it via UPS" I say.
Flat out "NO".
I plead, I beg, I make multiple calls, ask multiple people, still "NO".
I offer to send UPS to pick up the load myself, pay for it myself, and arrange everything including the paperwork myself, still "NO".
WTF?
They then proceed to send my shipment by FedEX (at least it was shipped on the Monday) and lo and behold, it gets held up in customs. I lose a transit day trying to rescue it from customs (my broker is...you guessed it, UPS).
Ok, a day later and my yeast is on the move again.
Of course, it gets held up for another 30 hours at a city depot awaiting the transfer to their subcontractor. Now it's Thursday, no movement, and the following Monday is a holiday, and I'm at risk of getting my yeast stuck another 72 hours somewhere unknown over the long weekend.
I'm fuming mad at this point, send an email to Wyeast customer service with all the tracking evidence, explain clearly and politely why it is so important for them to use MY courier instead of theirs.
Again, a flat "NO, it's FedEx only".
The only explanation they give me is that they have "a customer service protocol to uphold" and FedEX is their only courier.
Can you believe this?
Another letter of complaint, and escalation, another request to use UPS in the future.
I get an email back from them today saying that they're refunding my money. I ask them not to, because at least I got my yeast (on the fifth day of a two day service), and at least it wasn't damaged.
In essence, it appears that I've been dumped as a customer from Wyeast, as I doubt that they'll accept another order of mine after this refund.
I ask you in earnest, is this good customer service?
Has anyone else out there received this sort of treatment (a disregard for the wishes of the customer) from Wyeast (or any other supplier for that matter)?
Was I being unreasonable?
Frustrated...
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