Posted: 5/15/2014 6:44:59 PM EDT
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I placed an order for a hornady lock n load ap press during the 20% off sale. After patiently waiting longer than the 5 business days and not receiving a shipping notice, I sent an email inquiry to customer service. I received an email stating the order was cancelled due to the item being out of stock. The press showed in stock the day of the order and everyday since, so why was the order cancelled? The order status on the website still shows processing, and no notification was given of a problem or cancellation until I contacted customer service.
If the item really was out of stock, a couple of things should have happened. The in stock status should have been updated to out of stock, which it wasn't. I should have received a notification there was a problem without having to wait for nothing. I should have had the option to have the order fulfilled at the price I ordered it at originally, which is what I want. Please respond to this thread. Apparently Cory will be out of the office until the 20th according to his auto reply email. Good customer service goes a long way. Bad customer service is another story. Part of me wonders if you had not intended to sell the press with the 20% off code and just arbitrarily cancelled the order to protect your margins. |
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Today I wait at home for 3 packages to come in through my ups account. Well nothing comes, so I call and don't get to talk to the normal people who fix things like this for me. I get a supervisor who says its on the truck and out for shipment. The same time he is telling me this I have UPS chat pulled up on my computer and confirmed they have just been location scanned since the 13th and never left for the scheduled delivery date of today. Supervisor keeps coming up with other things telling me nothing they can do UPS already left and no keys to warehouse..... funny thing 2 hours later all my packages show departure scan from SC to me. I gave the guy my full name and asked who I was speaking to and he said his first name and "the supervisor" once I heard that I knew I was going no where. To bold face lie to me after all the money I have spent with PSA, I know some people say that too...but I have seriously since before the first panic spent thousands and thousands of dollars with them and have that kind of customer service is the same reason I stopped doing business with them a while back. I had 3 uppers shipped to me with forge marks from another shop, and the uppers were covered in red cosmoline, they had no markings, no numbers, nothing. NEW PREMIUM uppers.... and I was lied to for 2 days and they wouldn't admit the uppers didn't come from the normal location. I gunsmith for living, it was painfully obvious...and now the same tactics again with lying, etc... |
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Quoted:
I placed an order for a hornady lock n load ap press during the 20% off sale. After patiently waiting longer than the 5 business days and not receiving a shipping notice, I sent an email inquiry to customer service. I received an email stating the order was cancelled due to the item being out of stock. The press showed in stock the day of the order and everyday since, so why was the order cancelled? The order status on the website still shows processing, and no notification was given of a problem or cancellation until I contacted customer service. If the item really was out of stock, a couple of things should have happened. The in stock status should have been updated to out of stock, which it wasn't. I should have received a notification there was a problem without having to wait for nothing. I should have had the option to have the order fulfilled at the price I ordered it at originally, which is what I want. Please respond to this thread. Apparently Cory will be out of the office until the 20th according to his auto reply email. Good customer service goes a long way. Bad customer service is another story. Part of me wonders if you had not intended to sell the press with the 20% off code and just arbitrarily cancelled the order to protect your margins. One of their major sore issues is they don't have "real time inventory" (although almost every other serious retailer does). That's fine for a small time vendor, but with the volume PSA moves, is unacceptable. When they sell out products in a day, "real time inventory" in necessary. They need to step up and invest in their system. |
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Inventory / website bug's I can live with ... but CS that lies, order's sitting in warehouse supposed to be delivered, etc... that is what makes me stop doing business. I mean lets face it, certain things they sell at hot prices and just like panic ammo, someone get's left out. At least you don't get UPS tracking saying its coming today, then a supervisor saying its on its way, then saying oh the warehouse is closed I can't get in to bring it to ups, oh ups left already, 2 hours later UPS updates that it has left SC.....low budget. |
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That is piss poor customer service when they cancel your order. They took your money up front and should honor the discounted price.
With the market coming back to normal poor customer service will hurt more than help a company. The owners at PSA need to fix all these problems as they are happening way too much. The PSA Rep on here is great and his answers have always been spot on for me. I don't know who he is but maybe he should be running Customer Service. |
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The PSA Rep on here is great and his answers have always been spot on for me. I don't know who he is but maybe he should be running Customer Service. I agree with you 100% on this... top-notch customer care. No run-around, No BS, and although the answer you get may not be what you want to hear, it's given to ya straight. The few issues I've had have been dealt with in a professional manner through this board, which has been a god-sent since you usually can't get anyone on the phone or to respond to emails. |
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The PSA rep before the new one on here was awesome, the new one is awesome too, and there were two people that used to be in the FFL department and they handled all my orders instantly when I had problems. I can't stand the CS phone number....never have. I live 30 min away and use in store pickup and have never been able to get through using the phone. It takes me 2 weeks sometimes to get my order. To me, this is the one place that PSA has severely dropped the ball. The guys in the stores are fantastic, and I know Jaime is making some good decisions and trying to right the ship. They have made good progress lately with the website, new search features, more user friendly, etc. But they still have some work to do. Unfortunately, when you are one of the fastest growing companies in the state, something has to get left a little behind, and this (IMO) is it (although it should be a top priority IMO). IM the rep, IM is the fastest and best way to get to them. The wait sucks, but I have always received what I ordered. |
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What I find suspect is that the in stock status never went to out of stock. You would think that if they truly went out of stock and couldn't fulfill the order, they would not have kept advertising the item for sale, even after they sent me the email response where they said it was out of stock they still had it listed as available. Midway was offering a promo code (think they still are), but now midway discounted the press slightly less than the discount amount so the discount code no longer works, so now if I have to buy it somewhere else, it will be more costly than it would have been had they been up front to begin with.
The offer should have been made to backorder it if they truly did go out of stock or provide me with a coupon to use when they have it back instead of just cancelling it. |
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IM's here are by far your best fastest resolution usually.
the real time inventory i have a feeling is under serious revamping currently. they make in excess of 120 million a year from what i recently read, and im sure they are spending a heavy chunk of that on fixing issues, and better products, and facilities. |
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What I find suspect is that the in stock status never went to out of stock. You would think that if they truly went out of stock and couldn't fulfill the order, they would not have kept advertising the item for sale, even after they sent me the email response where they said it was out of stock they still had it listed as available. Midway was offering a promo code (think they still are), but now midway discounted the press slightly less than the discount amount so the discount code no longer works, so now if I have to buy it somewhere else, it will be more costly than it would have been had they been up front to begin with. The offer should have been made to backorder it if they truly did go out of stock or provide me with a coupon to use when they have it back instead of just cancelling it. It is a very cheesy slimy business practice to take your money and then cancel your order. This should be made right not canceled. |
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The PSA rep before the new one on here was awesome, the new one is awesome too, and there were two people that used to be in the FFL department and they handled all my orders instantly when I had problems. I can't stand the CS phone number....never have. Same experience here. Spencer in CS promised a firearm would ship THAT day(after a circus act of calls, emails, etc.), but it never happened. I cancelled. I'll think twice before my next order!  I paid $50 more locally and have my XDS.
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Same experience here. Spencer in CS promised a firearm would ship THAT day(after a circus act of calls, emails, etc.), but it never happened. I cancelled. I'll think twice before my next order! I paid $50 more locally and have my XDS.Quoted:
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The PSA rep before the new one on here was awesome, the new one is awesome too, and there were two people that used to be in the FFL department and they handled all my orders instantly when I had problems. I can't stand the CS phone number....never have. Same experience here. Spencer in CS promised a firearm would ship THAT day(after a circus act of calls, emails, etc.), but it never happened. I cancelled. I'll think twice before my next order! I paid $50 more locally and have my XDS.Doo-doo happens,I've wrote off PSA a few times, but I just ordered another upper yesterday. |
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Quoted:
I placed an order for a hornady lock n load ap press during the 20% off sale. After patiently waiting longer than the 5 business days and not receiving a shipping notice, I sent an email inquiry to customer service. I received an email stating the order was cancelled due to the item being out of stock. The press showed in stock the day of the order and everyday since, so why was the order cancelled? The order status on the website still shows processing, and no notification was given of a problem or cancellation until I contacted customer service. If the item really was out of stock, a couple of things should have happened. The in stock status should have been updated to out of stock, which it wasn't. I should have received a notification there was a problem without having to wait for nothing. I should have had the option to have the order fulfilled at the price I ordered it at originally, which is what I want. Please respond to this thread. Apparently Cory will be out of the office until the 20th according to his auto reply email. Good customer service goes a long way. Bad customer service is another story. Part of me wonders if you had not intended to sell the press with the 20% off code and just arbitrarily cancelled the order to protect your margins. We apologize for the inconvenience. If you'll send me a message with your order number, I'll get back with you as soon as possible. |
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We apologize for the inconvenience. If you'll send me a message with your order number, I'll get back with you as soon as possible. Quoted:
Quoted:
I placed an order for a hornady lock n load ap press during the 20% off sale. After patiently waiting longer than the 5 business days and not receiving a shipping notice, I sent an email inquiry to customer service. I received an email stating the order was cancelled due to the item being out of stock. The press showed in stock the day of the order and everyday since, so why was the order cancelled? The order status on the website still shows processing, and no notification was given of a problem or cancellation until I contacted customer service. If the item really was out of stock, a couple of things should have happened. The in stock status should have been updated to out of stock, which it wasn't. I should have received a notification there was a problem without having to wait for nothing. I should have had the option to have the order fulfilled at the price I ordered it at originally, which is what I want. Please respond to this thread. Apparently Cory will be out of the office until the 20th according to his auto reply email. Good customer service goes a long way. Bad customer service is another story. Part of me wonders if you had not intended to sell the press with the 20% off code and just arbitrarily cancelled the order to protect your margins. We apologize for the inconvenience. If you'll send me a message with your order number, I'll get back with you as soon as possible. and there you go man. hope they take care of you quickly. |
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Good for PSA and good for you. Glad you got it worked out. Quoted:
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Thank you. I sent the IM with the order number; but before I could, Spencer emailed me saying my order would be reinstated. Thank you for that. Hopefully this order goes smoothly from here out. Good for PSA and good for you. Glad you got it worked out. agreed. very glad that its been taken care of quickly. |
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Quoted:
I placed an order for a hornady lock n load ap press during the 20% off sale. After patiently waiting longer than the 5 business days and not receiving a shipping notice, I sent an email inquiry to customer service. I received an email stating the order was cancelled due to the item being out of stock. The press showed in stock the day of the order and everyday since, so why was the order cancelled? The order status on the website still shows processing, and no notification was given of a problem or cancellation until I contacted customer service. If the item really was out of stock, a couple of things should have happened. The in stock status should have been updated to out of stock, which it wasn't. I should have received a notification there was a problem without having to wait for nothing. I should have had the option to have the order fulfilled at the price I ordered it at originally, which is what I want. Something very similar happened to me during a 20% off sale. I ordered an item that was listed as in stock, and waited for it to ship. Whenever I'd check the order status it always said "Processing", which I'm used to and don't mind waiting. I've spent thousands of dollars at PSA and have no problem with their slower than normal shipping. I figure it's a fair trade for the great prices they offer. After about three and a half weeks, I noticed the money had been refunded to my account and the order cancelled. This didn't sit well with me, because had I known the item was out of stock I would've ordered something else to get the good discount, so I called them and got a very rude girl on the line who absolutely refused to offer any kind of resolution. All I wanted was to get another 20% coupon to use on something else I needed. When I realized I was getting nowhere with the rude girl I asked for a manager or supervisor, but of course there wasn't one available. The rude girl did transfer me to the manager's voicemail and I left a message explaining the situation and how I'd like to see if resolved. A little bit later the very nice and polite manager called me back and said she couldn't give me a 20% coupon, but would give a gift card for the amount that I would've saved had the item I ordered been in stock. I was fine with that and got the gift card in email. Worked out to be about $40, so I applied it to another order and was happy with the resolution. |