Any other place to get CG stuff?

R

rkf76

New member
I had a horrible experience today with someone at CG in regards to an order I placed a few days ago. It wasn't so bad that I feel the need to blackball them, but if I can get their stuff at a reasonable price without going directly through them then that's what I'd prefer. Anybody sell CG products online?
 
Really? The guys at CG have always taken great care of me...dont let one bad experience ruin it for you...I have had a problem with Autogeek before...but they are known for their customer service and i have ordered form them at least 6 or 7 times since that experience and it has always been great...every company...even the good ones...can have an off day...
 
They like bagging other manufacturers.

Probably best though to source direct as it's cheaper, especially the gallons.



I hope they have fixed their labels by now.
 
wow i've always been treated with the utmost respect from these guys, sorry about your experience, when i have a question it's like talking to family.
 
I have to echo the sentiment that this was just one uncharacteristicly bad day for anyone from CG's. If you want to call them back ask for Paul, explain your gripe and he'll take care of you. I've always found them to be polite and helpful.
 
I usually call Paul directly, and I have never had a problem. He is such a great guy, that I continue to buy direct.
 
In every single one of my experiences with CG, Paul has always bent over backwards for me and provided me with top notch customer service. ( as have all the vendors we talk about 'round these parts ) Hey, we're all human. Someone's gonna have a bad day every now and then. They fix the issue and then some, for sure.
 
The problem I had was a billing issue so I was directed to the accounting department. I believe the guys name was David, this is the story.



I placed on order on Tuesday evening, I got a voicemail from someone the following afternoon stating that my credit card had been denied and instructing me to get online and update my credit card info. Knowing there was no reasonable explanation for my card to get denied, first thing I did was check my account online and I seen the charge for that order. So just for clarification, I called the credit card company and asked them to confirm if there were any declined transactions, she said no. So I call CG and get directed to David, I explain to him that I seen the charge on my account and that CS at my card company confirmed that there have been no declined transactions. He said for me to fax him a copy of my online statement showing the charge and he'd ship my order out. No problems up to this point. I called my CC company back and asked them to fax a copy of the charge for that order, when the CS pulled it up she clarified that the charge was not completed, she said it was "pending" and was being held up by the vendor. I told her I wanted the charge to go through so I could get my order but she said because the vendor didn't complete the transaction, the only way to proceed was for them to cancel said transaction and rerun it. In order to get the transaction cancelled, CG needed to fax over a statement asking them to cancel it or I'd have to wait for 7 business days before CG could process another transaction.



So I called David back and explained to him that I was wrong, the charge had not gone through, and asked that he fax my card co. asking them to cancel the transaction so we could process a new one. He didn't listen very well because he then asked me to fax him confirmation that the charge went through so he could take care of it. I began to explain it again and he then cut me off and repeated himself. I attempted to explain yet again and he still insisted that I send him proof that it did. I then yelled "THE ****IN' CHARGE DID NOT GO THROUGH!! DID YOU UNDERSTAND THAT??!!" Of course he hung up on me. I call back and he answers, I calmly ask for his supervisor, to which he responds, "I am the supervisor, the manager, that's me!" I said "David, please listen to me and don't interrupt me while i'm explaining this to you......" and proceed to explain it once more. He said it he didn't understand why this was necessary but finally agreed to fax over the cacellation request, although he seemed to do so with reserve. I then asked why the card was denied and he could give no reason, nor could he confirm if it was CG or my card co. who stopped the request.





15 minutes later the issue was resolved, but after dealing with that guy I decided to go elsewhere to get what I needed.



From beginning to end, this whole process took about 45 min to an hour, yeah, I was pretty PO'd by the time it was all said and done. Thanks for the first impression of CG David!!!
 
They say bad news travels fast.................Paul at CG got wind of this situation and contacted me personally via cell phone this morning. He apologized for the incident and gave me his word that he would personally take care of me with any orders I placed in the future. How's that for customer service?
 
i'll say it again... good, prompt, courteous, customer service gets my business every time... glad paul took care of you! :clap:
 
rkf76 said:
I then asked why the card was denied and he could give no reason, nor could he confirm if it was CG or my card co. who stopped the request.
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Credit card processing companies do not give explanations to merchants why charge has been denied. They just say "denied" or "approved. That makes sense as it is not merchant's business why somebody's card got declined, it is between that person and CC company. Also, I have seen and experienced glitches in the system, not just with credit cards but also with banks/ATMs. Please keep in mind this is an automated system and glitches do happen. There is no way for merchant to exactly know why it happened. Sometimes not even bank / CC company knows why it happens. I have seen funds being put on hold when that does happen. Yes, it is extremely irritating. However, it is not necessarily merchant's fault. So there is a chance you overreacted and in turn came down too hard on David over something that might not have been his fault nor under his control thereby placing him between rock and the hard place.



That being said, all of my experiences with CG have been positive ones. OK, I am small fish, it's not like I am doing hundreds of orders from them, all I did was three so far, but same is the case between me and other vendors. Every single time they have been nice to me, just like other vendors have been nice to me too so far.
 
I've got to say through all my ordering from them, I have not had 1 bad experience.

Paul & Mark are some great guys to deal with. and have always treated me like I was one of their family.

heck even if I had a bad experience every other time I ordered something, I would still do business with them (I like thier products that much)

for example;

my auto insurance lady is a total B**ch very rude and obnoxious but I got good rates and a very low deductable and the adjusters are quick to settle so I'm happy with the product they sell me

don't let 1 bad apple ruin the cartload

CG's sells some very good and or great products with very reasonable & fast shipping and I live in Oh. maybe next time just ask for Paul or Mark

just my .02
 
ZoranC said:
Credit card processing companies do not give explanations to merchants why charge has been denied. They just say "denied" or "approved. That makes sense as it is not merchant's business why somebody's card got declined, it is between that person and CC company. Also, I have seen and experienced glitches in the system, not just with credit cards but also with banks/ATMs. Please keep in mind this is an automated system and glitches do happen. There is no way for merchant to exactly know why it happened. Sometimes not even bank / CC company knows why it happens. I have seen funds being put on hold when that does happen. Yes, it is extremely irritating. However, it is not necessarily merchant's fault. So there is a chance you overreacted and in turn came down too hard on David over something that might not have been his fault nor under his control thereby placing him between rock and the hard place.
Click to expand...



I've personally dealt with many escalated calls like this and like Zoran said often times the merchant hasn't a single clue why the card was declined. In a majority of these scenarios that I had to deal with, it was generally someone who was trying to use an ATM/Debit Visa/Mastercard or a prepaid Visa/Master card. The problem occurred with mismatching billing address or billing zip code where for some odd reason the bank's address or zip code is listed instead of the customer's actual address.



As pissed as you may be, it's always best to be as kind and polite as possible to these people. More often then not they would rather please a nice customer than someone who's screaming and swearing and is a complete jerk. The moment a customer starts swearing, most are instructed to advise the customer that if they continue in that tone they'll hang up. Some people seem to think being an @ss is the only way they can get what they want, but in reality they only make things harder for themselves.
 
ZoranC said:
Credit card processing companies do not give explanations to merchants why charge has been denied. They just say "denied" or "approved......So there is a chance you overreacted and in turn came down too hard on David over something that might not have been his fault nor under his control
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You didn't read the whole post explaining the situation did you? Asking who denied the transaction was the last question I asked, simply out of curiosity since my CC showed no denied transactions on my account, and did not invoke any emotion from me once the answer was given. That being said, no overreaction on my part or holding someone responsible for anything beyond their control.



BlackElantraGT said:
I've personally dealt with many escalated calls like this and like Zoran said often times the merchant hasn't a single clue why the card was declined.



As pissed as you may be, it's always best to be as kind and polite as possible to these people. More often then not they would rather please a nice customer than someone who's screaming and swearing and is a complete jerk. The moment a customer starts swearing, most are instructed to advise the customer that if they continue in that tone they'll hang up. Some people seem to think being an @ss is the only way they can get what they want, but in reality they only make things harder for themselves.
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You're putting way too much on the whole reason for denial issue. See the response above.



I know how to deal with customer service related people and i'm not one of those hotheads who just fly's off the handle right off the bat. It takes effort to get me to be rude to these people, mainly because I know that getting into a pissing contest with them isn't gonna get the results i'm looking for and I'd rather not give them a reason to deny me the service I need and am asking for. I learned this lesson many, many moons ago. Anybody who answers customer phone calls should exhibit the ability to listen, it seems David forgot to pack said ability with his lunch that day but it's all water under the bridge at this point. Paul dealt with it and will take care of me going forward.
 
rkf76 said:
You didn't read the whole post explaining the situation did you?
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I did but without a doubt I don't perceive it as you do. Maybe because it was late and I was tired and maybe because I don't live in your shoes. In either case I don't see a point of you asking him that question as you should know there is no way for him to know answer to that question. Aside from that, if you talked to him the way you just now talked to me your sentence above indicates then I don't blame him a bit. There is such thing as bad customer service. There is also such a thing as bad customers.
 
rkf76 said:
"THE ****IN' CHARGE DID NOT GO THROUGH!! DID YOU UNDERSTAND THAT??!!"
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Just from my experiences, there is always a reason to F* Bomb someone. However there is never a need.

Glad you got your problem resolved.



Barrett
 
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