JeninIndy
Indiana
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Joined: 08/11/2009
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Dear Marcus,
I placed an online order today - should have been easy right? No sir. On the final purchase screen my order total was correct, after hitting the complete purchase button - poof - one item price changes from $12.99 to $17.87. Since I ordered 6 of that item my total jumped quite a bit.
No problem, I will call customer service and get it fixed. Call customer service and order isn't in system and they will call me back. When I get the order confirmation and no return call, I call again. So sorry the rep says, she will fix it right away. Hung up and all is well and good. Not so fast......
New order confirmation received in my email still with wrong total. Now being overcharged on shipping costs and my coupon not applied. Sent another email. Made another phone call.
This time rep says, oh new person made the changes and your order is on hold because she didn't get your credit card info. Oh and she cancelled the original order. She will fix it all. New total now $205.85, which is still higher than my original total that I hit enter for.
Must be tax says the rep. My online order included tax too.
So 3 phones and 3 emails later my order is placed and I still get to pay more than what my original screen said. Sure it is just $3, but those were my $3.
Next time, I will order from Amazon.
Sincerely,
A frustrated customer
Jenn & Wayne (and kids)
2012 Keystone Outback 250rs
2006 Nissan Armada
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mike6256
Hellertown Pa USA
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Joined: 09/24/2004
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What a run around!! Who did you order through?
2002 Dodge 2500 4wd (Diesel)
4spd auto w/4.10 rear
2012 Open Range 392BHS
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JeninIndy
Indiana
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Joined: 08/11/2009
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Camping world.....
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mike6256
Hellertown Pa USA
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Ya sorry I didn't realize what subject I was in.. I always worry when I hit the send button when ordering online.
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JeninIndy
Indiana
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Lol. Tis okay!!! Had to look myself to make sure I had posted in the right spot.
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astro001
Middleburg, Fl
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Joined: 08/17/2004
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Customer Service training "Give them the Pickle"
Myself and my employees attended the above training years ago and I have no other relationship with them.
Yes it's your $3.00 and the Customer Service Rep should be empowered, encouraged and rewarded for giving it to you! Which is really what "Give them the Pickle" is all about.
From Fast Food to Camping World to Health Care, If we do not take care of our customers, someone else will.
Sorry for the rant, but Customer service is a passion of mine and what I do.
Mickey&Linda
2003 Fleetwood Revolution
2009 Dodge Dakota 4/4 Toad
Middleburg, Florida
Mickey's Motor Home
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JeninIndy
Indiana
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What makes this even more interesting today - 10 minutes ago Camping World/Good Sams ERS called to let me know my Platinum service is expiring and they would love to help me renew....Seriously?????
Amazing what one bad customer service encounter can do.....will they be able to help me when I need it then?
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mlemonis
lincolnshire, IL
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Joined: 03/11/2006
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JeninIndy
I'm so sorry
We will be mailin out a 10 dollar coupon on your next order
This should not happen and your time is worth a great deal
Please accept this apology
We will get better
Marcus Lemonis
Chairman and CEO FreedomRoads, Camping World and RVs.com
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Neal Scott
Bowling Green KY
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Joined: 06/29/2011
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mlemonis wrote:JeninIndy
I'm so sorry
We will be mailin out a 10 dollar coupon on your next order
This should not happen and your time is worth a great deal
Please accept this apology
We will get better
JeninIndy,
I'm extremely sorry for the runaround that you received, and this level of service is not tolerated. I will take full responsibility of not only issuing a credit, but also sending you the coupon for your future purchase. I'm also responsible for the online ordering process, and I will fix the problem that caused your order total to change. That should never happen.
-Neal
Neal Scott
VP of Ecommerce
nscott@campingworld.com
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Neal Scott
Bowling Green KY
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Neal Scott wrote:mlemonis wrote:JeninIndy
I'm so sorry
We will be mailin out a 10 dollar coupon on your next order
This should not happen and your time is worth a great deal
Please accept this apology
We will get better
JeninIndy,
I'm extremely sorry for the runaround that you received, and this level of service is not tolerated. I will take full responsibility of not only issuing a credit, but also sending you the coupon for your future purchase. I'm also responsible for the online ordering process, and I will fix the problem that caused your order total to change. That should never happen.
-Neal
Hi again, I just spoke to the call center manager and they told me that a $20 coupon has already been mailed, and they also made the adjustment to your order to handle the sales tax mismatch that occurred. Thanks for bringing this to our attention, and allowing us to fix the issue for you!
-Neal
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