Team Grand Wagoneer - Does Not Answer or Respond

[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.

Originally Posted by 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.

[Barnstormer]

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.

[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]

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

[Barnstormer]

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.