Team Grand Wagoneer - Does Not Answer or Respond

[Barnstormer]

Also...

I'm not saying it was related, necessarily, but we had some credit card fraud pop up a little while after this. Attempted use in CA. We're in IL.

[Barnstormer]

Definitely!
But it's just so dang addictive to drop things in the cart, especially when you get on a roll.

[Ristow]

There is really no need to be using these “specialty” stores for mechanical parts for these. Next time go to oreillys for a power steering hose and avoid the mail order drama.

[Barnstormer]

FYI: Team Grand Wagoneer still sucks bad

First couple small(ish) orders were ok. Fast shipping too.
Ordered new power steering hoses. They sent the wrong ones. Fine, no big deal. Of course they acted like I was dumb and never admitted any fault. Asked for pics. I obliged. No response. And ignored my messages attempting to ask how they preferred to get the wrong parts back. I was always completely courteous. I finally just packed them up and put the box in the mail on my dime. Wrote "RETURN" on the outside with sharpie. *shrug*



When it came time to get me to pay for the correct hoses, this glorious Melissa person finally responded! Wonderful! In the same message chain that had my ignored messages right above. Heh. I paid up and they eventually got around to sending the correct ones OVER A MONTH LATER. Maybe two. No communication. They just showed up one day.


It was a saga of weeks and months. Over a dumb hose. There must be some serious attitude going on at this place.


Also, a bunch of their parts aren't great. Gauges showed up with the orange paint half chipped off the needle. Some gaskets didn't fit, etc. Nothing major but an annoyance. An annoyance I probably would've been fine with if I wasn't a paying customer being actively disregarded and ignored.


Told myself I'd never order from them again. I softened and recently put in another small (couple hundred) order. It's been a week and no movement. Just sent a courteous message asking when it might ship. Heh. Maybe I just like the abuse. If I don't hear something very soon I might actually take a drive to Kenosha and get some things figured out.


Unfortunately, they have some parts that the others don't have.




By the way, BJ's has been awesome and I plan on continuing to give them most of my business.

[Kaiserjeeps]

That was not my experience at all. You rewrite history very well. I am deleting the above regarding what happened. This is about TGW. And I don't see a resolution at this point.
Maybe next time things will go better. Happy new year.

I figured I'd chime in on this. I was the person you spoke with when you called in, and I'm at a different location than Brent (the phones route to my location). Brent is typically handling packing / shipping / inventory / billing, and has his hands full most days making sure our customers get their orders and we keep the lights on. I handle the calls / emails / tech support, etc. When we spoke, I advised you that we might be interested, and to either leave Brent a message and he could reply when he had time, or to shoot us an email with details / etc and we'd look into it. You weren't being blown off, rather we were looking for the best way to handle the request while still helping our other customers at the same time. It may not seem like it, but we fill hundreds of orders, hundreds of calls and hundreds of emails each day. Brent's role on the phone is mostly spent with our suppliers and making sure we have the inventory we need, correcting inventory / supply problems, and any time away from that delays orders that have already been placed.

While we are open m-f, I personally work 7 days a week (sometimes remotely) to keep in touch with our customers, chase down parts, and even help them find things that we don't carry or can't get. You can also see on our webstore that we are constantly having new parts made (most in the USA) and we take this niche market seriously, and spend a lot of time making sure new parts are made all the time. Please don't think that we don't care, aren't interested, or that you are being blown off, because that isn't the case.

If you still have the email and are interested in pursuing it, please send to ryan@bjsoffroad.com and we'll give it a look & discuss with Metro and see what the possibilities are.

[billyrb]

I figured I'd chime in on this. I was the person you spoke with when you called in, and I'm at a different location than Brent (the phones route to my location). Brent is typically handling packing / shipping / inventory / billing, and has his hands full most days making sure our customers get their orders and we keep the lights on. I handle the calls / emails / tech support, etc. When we spoke, I advised you that we might be interested, and to either leave Brent a message and he could reply when he had time, or to shoot us an email with details / etc and we'd look into it. You weren't being blown off, rather we were looking for the best way to handle the request while still helping our other customers at the same time. It may not seem like it, but we fill hundreds of orders, hundreds of calls and hundreds of emails each day. Brent's role on the phone is mostly spent with our suppliers and making sure we have the inventory we need, correcting inventory / supply problems, and any time away from that delays orders that have already been placed.

While we are open m-f, I personally work 7 days a week (sometimes remotely) to keep in touch with our customers, chase down parts, and even help them find things that we don't carry or can't get. You can also see on our webstore that we are constantly having new parts made (most in the USA) and we take this niche market seriously, and spend a lot of time making sure new parts are made all the time. Please don't think that we don't care, aren't interested, or that you are being blown off, because that isn't the case.

If you still have the email and are interested in pursuing it, please send to ryan@bjsoffroad.com and we'll give it a look & discuss with Metro and see what the possibilities are.

[Kaiserjeeps]

I realize this is an old thread. But I too had a real bad experience with them. I ordered a LOT of parts for two wagoneers. Hundreds of dollars worth. I received the box and almost all the the multiple items were shorted. The invoice would state 3 and the box had one. So I called them and actually got through. I explained what I had in front of me and I was treated as if I were lying and trying to score more items for free. I don't rip off anyone EVER.
They finally sent all the missing parts. This was 2 years ago. And worth mentioning now.

EDIT: Comments on my last experience with BJ's deleted. This is about TGW.

[deckside]

Customer service sucks but I found that if I go through paypal with them I get quick resolutions...learned the hard way with some seatbelts. On the flipside 90% of the stuff I have ordered shipped right away and their door weather stripping is the only way to go. Im wary but still use them.

[bwwhaler]

I hate to hear about your troubles Biscuit, and I have personally never ordered anything from them, until last week, I suckered myself into buying some extended sway bar links for my lift... I didn't have any problems, they charged me right away, I was worried, but then they shipped like two days later.... I was very reluctant to buy anything from them with all the negative feedback about them, but, I figured what the heck.... I guess they do work some of the time... I hope you get something straightened out with them.

[Biscuit5050]

An Update

Every time I get ready to post my update, I think, lets be totally fair and I reach out to them once again.

Well it has been 6 months and they have my parts and my money.

I finally got an RGA# and a Fed Ex shipping label. Off went the parts and then nothing. Fed Ex tracking delivered and signed so time to email.

And nothing. Time to call, left a message. Contact pay Pal to register a complaint. Wait a bit and repeat email and call.

Finally got Melissa, yep parts received credit due, being processed by Pay Pal. And Nothing. Contact Paypal, get this outside window of opportunity to file a grievance (Pissed Off)

Call again, speak to another person who speaks to Melissa. Because the refund was issued outside of timeframe TGW would have had to pay fees to send me the money. Do I want to pay the fees or get a check in the mail?
( I made a mistake) opted for check, because... nothing!!

I got a tracking number. Label printed for package but pick-up is not scheduled. Emails and calls and nothing.

Now did you know you can't track a USPS parcel without knowing the exact name and address of sender. Tracking number be Expletive Deleted!Expletive Deleted!Expletive Deleted!Expletive Deleted!ed.

I hope that $89 answered all your needs TGW. Every part needed has been purchased elsewhere. How much, are you curious? Well it is a 38 year old project car and you may have seen the post about the T-Case chain project or other various odds and ends and all those window welts and weeps that have rotted out............. Soon there will be body panels and carpet and who knows what else.

Your prices were good, selection great, shipping Expletive Deleted!Expletive Deleted!Expletive Deleted!Expletive Deleted! fast, where do you fail CUSTOMER SERVICE.

[Idahojeeps]

They're off my Christmas card list too! 3 weeks and no response on missing gaskets for air injection pipe. That will be my LAST order from there.

[Ristow]

biscuit i see nothing in your list not easily sourced other places. you really don't need TGW for anything.

[Crist Clapper]

I missed this you silly boy! I only slip when I don't take my meds!

You and Crist need to participate in a intervention group - you knew better but you did it any way...

Hello....My name is crist and I am a glutton for punishment........


"Hi Crist".........

My sickness started along time ago when I was ripped off by Pep boys on a lifetime guarantee for windshield washer fluid .


Ohhh........

[Biscuit5050]

Some of the same here as well

I have been holding off posting feedback on my experience with customer service at TGW. But looks like it is time.

As a new owner I also did the search for parts and up popped TGW. Wow, lots of parts, decent pricing, let's get er done!

Order arrived quick enough and before I could get to all that was in the box I placed a second order to solve a newly discovered issue. After diving ion I have found that both shipments had parts that do not fit my application or were not needed for the job.

I read the sites satisfaction guarantee and placed an email, filled out the return form on the site and waited... and waited... and still waiting.

What sucks is that they have parts (presumably) for my rig that I can't or haven't been able to source elsewhere. The refund I am asking for is small potatoes compared to the amount I purchased, and no I do not want to pay return shipping for items that do not fit my application (contrary to advertisement). I mentioned I would take store credit in the first, Hell I have a lot of needed parts. In the second I asked for refund because now I would like proof of professionalism.

So until I hear from them, I will shop elsewhere or do without. For an email, a RA#, and about $75 in store credit they would have had a customer for life and I do post Kudos when deserved.

So I have:
OEM gas cap that does not fit.
Transmission Gasket and Filter for TH400 that does not fit.
U-joint straps that do not fit 4 wheel drive rear shafts.
Bolts that are way too long (ordered Plugs for Removal of Air Rail), had to cut the air rail apart to use as shims for said bolts to cover up the ugly and act as shims. Obviously I chose to keep them.
Fan Clutch Wrench (suggested with purchase of fan clutch) totally unneeded for that job.... I don't even think it would fit if I had tried it.

Who gets Kudos:

Local O'Reilly's 100% Satisfaction on all cylinders.
Local Napa 80% - Counter Service could be more knowledgeable and Willing, but they take parts back!
BJ's - Fast shipping and very responsive to inquires, haven't had to return anything yet.

[Showngo]

You and Crist need to participate in a intervention group - you knew better but you did it any way...

Hello....My name is crist and I am a glutton for punishment........


"Hi Crist".........

My sickness started along time ago when I was ripped off by Pep boys on a lifetime guarantee for windshield washer fluid .


Ohhh........

LOL