Posted: 7/26/2013 10:31:54 AM EDT
|
Dear Palmetto State Armory
I thought I would share my Order and Customer Service experience. About three weeks ago I stopped in your store on my way to Augusta. After several minutes of standing at the counter I had to break up a conversation with several of the counter staff to ask if you had several parts I was interested in purchasing. I was told no and your staff turned away an then continued their conversation. I then had to interject myself and ask if you had a separate item. A black Magpul Foregrip. After turning and finishing up their conversation one of the counter staff came out from behind the counter and picked up one from the shelf in front of the counter and said this is what you want. I ask for assistance because I didn’t have my glasses and should have checked when I was handed the box. I paid for the item and hit the road just figuring I caught them on a bad day. When I returned home from Augusta I opened the box and the foregrip was earth brown. I just sprayed it with Dura coat. This week I placed an online order for several items. One item was a Seekins 9” Bar Rail. What I received was a Troy industries earth brown drop in rail. Needing this item by the end of next week I called your customer service line and informed the young lady of the situation. I was told for the most part what I expected I would hear. We will send you a RA label. I ask was there a way we could make sure I received it before the end of next week. The answer I received was “well you live in North Carolina so you will probably get it by then”. I ask when would the RA be mailed out and was told that she could email it right away so I could get it on the way back today. Not to cry but then I have to drive it 34 miles to the nearest UPS store so I can get it back to you. Not one time was I told we are sorry for the inconvenience; we will get it back as soon as we can and at this time I have yet to receive the emailed RA. I know AR15 stuff is the hot item of the day and fortunately for PSA that makes your company the provider of a product in high demand. I understand with that type of volume there will be unreasonable customers to deal with. I also understand that things happen but I would respectfully request that you share with your counter staff and customer service department that not all customers with issues are unreasonable and that sometimes perhaps the mistake is not always due to them. Though this is my perception it appears to me some PSA staff have very little concern for customer service. When everyone wants to purchase what you have unfortunately you can act that way. I suspect this is NOT culture that PSA supports but I thought I would share my first couple of interactions with your company. Bryan Perry Zebulon NC |
| First off, I would like to apologize on behalf of the staff for their rudeness and failure to take care of your questions and issues in a respectable manner. We most certainly do not condone rudeness towards our customers and we can completely understand your frustration. We value each and every one of our customers here at Palmetto State Armory and if there’s anything at all PSA can do to make it up to you, please don’t hesitate to send us an IM. Thank you. |
|
I do not argue PSA is a great company. I have 106 employees so I understand the culture of the company is not always accurately represented by its staff. As a business owner I also know the actions of your staff are how most people think your company operates. I would want to know if it was my company. I should have had a more forethought and sent this as an IM. I am not looking for anything to make it right. The fact you took the time to respond is enough.
Bryan |
|
Quoted:
Dear Palmetto State Armory I thought I would share my Order and Customer Service experience. About three weeks ago I stopped in your store on my way to Augusta. After several minutes of standing at the counter I had to break up a conversation with several of the counter staff to ask if you had several parts I was interested in purchasing. I was told no and your staff turned away an then continued their conversation. I then had to interject myself and ask if you had a separate item. A black Magpul Foregrip. After turning and finishing up their conversation one of the counter staff came out from behind the counter and picked up one from the shelf in front of the counter and said this is what you want. I ask for assistance because I didn’t have my glasses and should have checked when I was handed the box. I paid for the item and hit the road just figuring I caught them on a bad day. When I returned home from Augusta I opened the box and the foregrip was earth brown. I just sprayed it with Dura coat. This week I placed an online order for several items. One item was a Seekins 9” Bar Rail. What I received was a Troy industries earth brown drop in rail. Needing this item by the end of next week I called your customer service line and informed the young lady of the situation. I was told for the most part what I expected I would hear. We will send you a RA label. I ask was there a way we could make sure I received it before the end of next week. The answer I received was “well you live in North Carolina so you will probably get it by then”. I ask when would the RA be mailed out and was told that she could email it right away so I could get it on the way back today. Not to cry but then I have to drive it 34 miles to the nearest UPS store so I can get it back to you. Not one time was I told we are sorry for the inconvenience; we will get it back as soon as we can and at this time I have yet to receive the emailed RA. I know AR15 stuff is the hot item of the day and fortunately for PSA that makes your company the provider of a product in high demand. I understand with that type of volume there will be unreasonable customers to deal with. I also understand that things happen but I would respectfully request that you share with your counter staff and customer service department that not all customers with issues are unreasonable and that sometimes perhaps the mistake is not always due to them. Though this is my perception it appears to me some PSA staff have very little concern for customer service. When everyone wants to purchase what you have unfortunately you can act that way. I suspect this is NOT culture that PSA supports but I thought I would share my first couple of interactions with your company. Bryan Perry Zebulon NC I've placed many orders online with PSA and have had a couple go awry but the CS staff has always been friendly and resolved the problem. I have to say if you communicate verbally like you do in writing, that likely contributed to the mixups. Reread what you wrote to see what I mean. BTW, the "no glasses" excuse sounds a little lame, you were able to see well enough to purchase the item. If I were you I'd give PSA another chance, you can't beat the quality of their products or their price. |
|
Posting on a public forum is absolutely soliciting a response and attention.
I've worked in this industry, both on the sales floor and in a management role, and I've seen the worst of both sides of the coin. More times than not, you get the customer's complaint, the associate's side of the story, and the truth usually lies somewhere in between. |
| I agree at the time I posted I was upset because of the conversation with the customer service person which didn’t help the initial visit to the store. Second you are correct it should have been an IM. Since that time I have been emailed by PSA for the details of the events. They have been very nice. |