Big Bearing Store Customer "Service"?

[SirJoey]

The "Big Bearing Store" may turn out to be another "Bike Parts USA", when it comes to correcting their screw-ups. Ordered shaft collars from these guys last week. They shipped the wrong ones.

I e-mailed them 2 days ago. No response yet. Phoned them yesterday. Got their machine which said that they would contact me before the day was over. Left my message, and even exaggerated the urgency for these parts. That was yesterday. STILL no respnse!

So far, customer "service" is looking pretty shoddy... :mad:

[TheKid]

I e-mailed them to add to my order, but the messages were returned as undeliverable. I called them and got them right away, and was able to get the extra parts I needed. I called about 3PM EST on Tuesday, FWIW.

[SirJoey]

Called these idiots again today. Got the machine again. Left a message again. Still no response again! :mad:

[Richie Rich]

Joey...if the Toll-Free number won't work, try this one....

(901) 757-0677

{RR}

[TheKid]

That's the number I called and got them right away.

[SirJoey]

Thanx guys, but I've already called that number & the toll-free number both. I get the same stinkin' answering machine at both numbers (which says they'll return your call by the end of the day)! :mad:

Apparently, they have no desire to make good on this mess, now that they've sold me a bunch of crap that I can't use. I'm gonna call my credit card company, explain the situation to them, & see if I can get the charge dropped from my card. If that works, maybe the Big Bearing Idiots will do something about it.

I know one thing, since they can't even show me the common courtesy of a response of SOME kind, be it e-mail or a return phone call either one, I'll never deal with 'em again! :mad:

[n9viw]

That's why retail business is so dicey... I think I read that it's a 10-to-1 ratio between good and bad reports... something like it takes ten people telling their friends about a good experience with your company to get one person to come in, versus one person telling people about their bad experience with your company that will keep ten people away. I've never dealt with the company, but now just going on Joey's report, I doubt I would even consider them over any other vendor.

Yes, it's THAT POWERFUL! That's why companies usually bend over backward for the customer, because bad press is WAY harder to overcome than good press is to make, with just simple courtesy!

[SirJoey]

Bravo, Nick.

All true & well said!

[SirJoey]

Why do these jerks even have a phone? Or an e-mail address for that matter?

I e-mailed 'em AGAIN on Saturday, still nothing. Called AGAIN today, got the machine AGAIN, left message AGAIN, got no reponse whatsoever, AGAIN!

Apparently, their policy is "Once you've bought it, you're stuck with it", even if THEY screw up & send you the wrong parts!

This is unbelievable! :mad:

[Pagan Wizard]

Call your credit card company and tell them that the retailer sent you the wrong item and will not return your calls or e-mails. Then tell them that you want them to reverse the charges and watch how fast "big Bearing Store" gets back in touch with you to make amends.

[SirJoey]

I've already called 'em, Wiz, thanx. They said the'd send me some kind of letter. I think it's some kind of form to fill out, regarding a "dispute" over the charge. What a pain...

It's ironic that their (Big Bearing Store) answering machine always says, "we'll return your call by the end of the day"! What a load! :mad:

Next time, I'll buy the stuff locally, if possible, even if I have to pay TWICE as much for it, & burn 10 bux worth of gas to go get it!

[dharouff]

I've used Fastenal that's were I got my 1" to 5/8" shaft 'adapter', I think they have stores all over. I've found very friendly, helpful staff their prices are higher than the bearing store but you can have stuff shipped to their store and refuse it if needed.

In credit card abuse you have to return the product before they will credit you, doesn't really seem fair if they sent the wrong parts. I've had to do that on an e-bay purchase also. Recently someone charged $667 to Dell on my card, I had to send in fraud letters twice to get the money taken off my card.

Don

[SirJoey]

Thanx Don. Yeah, I was afraid it worked like that. I didn't know for sure, since I haven't had this problem before, but that's kinda what I figured.

We have a Fastenal here, & I've already been a regular there for so long, that they know me by name! I practically keep 'em in business! In fact, I stopped in there just 2 days ago, after not being in for awhile, & jokingly asked the guy, "You mean you haven't gone out of business without me?" He replied, "It's been rough!" LOL!

Well, as a last resort, I guess I could drill these things out to 3/4", which is what I ordered, but after paying $21 for 8 of 'em (including shipping), I shouldn't HAVE to! grrrrrrrrrrrrrrrrrrrrrrrr!

[Pagan Wizard]

In credit card abuse you have to return the product before they will credit you, doesn't really seem fair if they sent the wrong parts. I've had to do that on an e-bay purchase also. Recently someone charged $667 to Dell on my card, I had to send in fraud letters twice to get the money taken off my card.

Don

Actually there is a lot more to it than just that. It really depends on two major issues. The first being any state or local laws reguarding fraud. The second one being what rules or terms the actual credit card company has. A bunch of years ago I had a very similar problem to Joey's, and my credit card company refunded every penny I spent.

[SirJoey]

...any state or local laws reguarding fraud.
...what rules or terms the actual credit card company has.

Hmmmm... that makes sense. Good to know, thanx Wiz!

[SirJoey]

Well whaddya know? A week of persistance finally paid off, as I actually got a HUMAN on the phone today!!!!

Even after explaining my extreme dissatisfaction with their "customer service", the guy really didn't seem very apologetic. Apparently, they do enough business to be able to afford to screw their customers, without really hurting their sales.

Anyway, he said they'd send me the right parts, right away. I'm so ticked off though, I wouldn't do business with 'em again, if they sent me a box car full! :eek:

[Richie Rich]

I wouldn't do business with 'em again, if they sent me a box car full! :eek:That's exactly how I felt when I had my little episode with Harbor Freight. Eveyone makes a mistake now and then (surprisingly, even ME..!!), but there's no excuse for poor Customer Service and that's why HF is off my list of parts vendors.

I'm glad your story has a happy ending.

......Richie >>

[SirJoey]

I'm glad your story has a happy ending.

Actually Richie, that remains to be seen... :rolleyes:

[KoolKat]

True, sometimes bigger isn't always better. Some of the best customer service I've received has been from small, independent service providers/retailers. However, I have had some excellent experiences from some very big corporations, too. It's too bad that some of these places have no respect for the customer. We all need some respect now and then.

[SirJoey]

It's too bad that some of these places have no respect for the customer. We all need some respect now and then.
Amen to that, sister!

[SirJoey]

Well, the knuckleheads finally shipped the right parts. Too bad it's too late!