Lockpickshop poor service [resolved]

[Jetpac]

I know lockpickshop are a sponsor on here, but does anyone involved in running the store visit the forums.

Im afraid I am in receipt of service a little on the poor side. I placed and order on the 6th (so over 2 weeks ago now and well on the way to 3) for some picks and was getting curious why they hadn't arrived (even with international delivery they shouldn't be taking as long as the had done at time)

Then i thought, actually i haven't had a dispatch email, so i logged onto the site and saw my order is on hold. Now i have had no email about why anything would be delayed, nor have i had a response when i tried to contact them and after over 2 weeks since the order was completed from my end with monies debited from my account i am getting a little bit wound up, which i don't think is unreasonable.

I know they are only affiliated by sponsorship but any advice of next steps as this is pretty unacceptable in my books...

Cheers!

[Squelchtone]

Hi,

I just talked to them and your mailing address is NOT complete, so the order has not shipped.

Please, please, make sure everything on your end is always correct (mailing address, postal code, credit card expiration, etc, etc) before putting in a complaint about a company's service. We often get folks here who say Lockpickshop is slow or has not shipped their order, then the stuff arrives the next day but the damage to reputation is already done.

The lady I spoke with, who looked up your order based on your email address here at the forum said to call Customer Service at 1-978-761-0335 I will let you figure out how to dial that from the UK.

Hope it all works out, have a good day,
Squelchtone

[Jetpac]

Thankyou for doing the checking for me, i appreciate that.

However i did make sure, checked and rechecked.. and i have just checked again having thought because of your post that i had missed something.

My information is 100% complete and has been since i placed the order every piece of information is filled in correctly, this includes payment information as payment has been debited from my account on the day.
So this is not my error and regardless even if it was it was, the company should be:

a) Making contact to say there is an error with address (which there isnt in this case)
b) Responding to emails from customers.. especially if they are international, I shouldn't have to make that call.

I understand not wanting to damage a reputation... but in this case it really is the company at fault.

[Squelchtone]

Thankyou for doing the checking for me, i appreciate that.

However i did make sure, checked and rechecked.. and i have just checked again having thought because of your post that i had missed something.

My information is 100% complete and has been since i placed the order every piece of information is filled in correctly, this includes payment information as payment has been debited from my account on the day.
So this is not my error and regardless even if it was it was, the company should be:

a) Making contact to say there is an error with address (which there isnt in this case)
b) Responding to emails from customers.. especially if they are international, I shouldn't have to make that call.

I understand not wanting to damage a reputation... but in this case it really is the company at fault.

Well, what are we gonna do now? They say address is incomplete. I'd suggest calling them and having them read it off their screen, maybe they are not used to the UK address format which is a little different than the USA format. I do agree they should reply to your email, please ask them why they haven't perhaps there is a good reason, or maybe check your spam filter in your gmail and see if it got stuck in there. They're still there today for the next 2 hours, if you want a resolution to this, I'd call them.

Thanks,
Squelchtone

[Jetpac]

Didn't call as i only have a cellphone and costs are over a dollar a minute.

Found the personal email via a WHOIS lookup, and finally got a response (after attempting site contact, site live chat, facebook page).
Got a fob off email with the incorrect address (which is due to their systems not reporting correctly)

Not even so much of an apology for the terrible service and customer care.

Absolutely pathetic, but at least my order is finally shipping.

[Squelchtone]

Didn't call as i only have a cellphone and costs are over a dollar a minute.

Found the personal email via a WHOIS lookup, and finally got a response (after attempting site contact, site live chat, facebook page).
Got a fob off email with the incorrect address (which is due to their systems not reporting correctly)

Not even so much of an apology for the terrible service and customer care.

Absolutely pathetic, but at least my order is finally shipping.

Seems you are unwilling what so ever to take any responsibility and want to just blame someone else.. what exactly did they mess up with your address that you so carefully put in?

When you call or email a company with an irate tone that's not going to get you a happy reply email, I'd love to see what you wrote to them to get your fob off email reply.

glad you're getting your stuff, but man, emailing the business owner from a whois lookup.. you really couldnt pick up the phone?

[cledry]

Shouldn't need to pick up the phone. The company should respond promptly to e-mails. If they have a question about the address then they should make every attempt to contact the buyer, especially as they already have his money. Sounds like poor customer service to me.

[Squelchtone]

If you order something online and then wait 2 weeks and nothing shows up, and you emailed but have not heard back, do you A. call the company (to see whats up, if they're still in business, out on holiday, etc,etc), or B. rant on a forum? just saying...

But you're right, if they *knew* his address was unsendable, they should have emailed him. I don't have visibility of why they didn't, all I've ever heard is that there's 2 people working there, so you won't get the same kind of attention as calling Dell or Amazon. That's not an excuse for them, just passing along what I've always been told. perhaps they need a secretary who tends to customer emails. The only thing I will defend is that whenever I call them, they always pick up the phone and help me on the spot, and that includes making calls on behalf of their customers posting their complaints here. Maybe they're just not as email savvy as most of us who sit logged into gmail all day.

Because we probably throw a lot of business their way, I am inclined to talk with them about this some more to see if there is anything positive that can be done going forward.

Thanks for everyone's input,
Squelchtone

[cledry]

I am speaking from the perspective of someone who also runs an online business. I don't want to lose a sale, no matter how small. That person will possibly be a repeat customer, will tell friends about my service.

I have one funny story. I sold some machined camera parts that are basically a brass spacer and a single hole in the surface for a locking pin. I received an irate e-mail from a chap in Korea complaining that he received the spacers but the package didn't contain the holes. I thought about sending him an empty envelope containing 6 holes, but in the end I had a friend from Korea type out a reply for me in the customer's native tongue to explain the confusion.

[fgarci03]

I am speaking from the perspective of someone who also runs an online business. I don't want to lose a sale, no matter how small. That person will possibly be a repeat customer, will tell friends about my service.

I have one funny story. I sold some machined camera parts that are basically a brass spacer and a single hole in the surface for a locking pin. I received an irate e-mail from a chap in Korea complaining that he received the spacers but the package didn't contain the holes. I thought about sending him an empty envelope containing 6 holes, but in the end I had a friend from Korea type out a reply for me in the customer's native tongue to explain the confusion.

LOL, we should make a Pearls of Life thread

[Jetpac]

Seems you are unwilling what so ever to take any responsibility and want to just blame someone else.. what exactly did they mess up with your address that you so carefully put in?

When you call or email a company with an irate tone that's not going to get you a happy reply email, I'd love to see what you wrote to them to get your fob off email reply.

glad you're getting your stuff, but man, emailing the business owner from a whois lookup.. you really couldn't pick up the phone?

What more responsibility should i have taken exactly?
I am an international buyer purchasing from an online business.
I completed all the details CORRECTLY on the website (i log on and see my address EXACTLY as it should be).
I made and completed payment.
I waited patiently allowing extra time over what i would have expected international delivery from the US to take.
I emailed and tried to make contact several times only to be ignored before eventually getting through using a WHOIS lookup.
I also made this very thread, which started by outlining the service i was receiving and asking very politely if there was anyone from the company that frequented here that could help

I'm pretty sure i went above and beyond what is usually expected of an online customer.

I ended up sending 3 email contacts, contacting them through their live chat and through their facebook page.
The address was correct on the website but incorrect on how their site had reported it (cut off the county and did not include the country)

And you are quite right, the contacts did end up getting a little irate, but they initially started off very pleasant.
I have patience, but not when being ignored. And at the point i was at i'm pretty sure you would have very little patience as well.
I did not call because i have no land line, only a cell. International calls are not cheap, i do not have the extra money to spend on calls i shouldn't have to make in the first place (regardless of how much that call would have costed).

Regardless of how many people are working there and how busy it is a simple email takes no time to send... (it is not like they won't be using computers as they are an online business)

I understand your reasoning and defence of a sponsor, but in this case they are very definitely, 100% in the wrong.

[Jetpac]

Because we probably throw a lot of business their way, I am inclined to talk with them about this some more to see if there is anything positive that can be done going forward.

Thanks for everyone's input,
Squelchtone

I do appreciate your looking into it, making initial calls and what not on my behalf though, so thank you!

[Jetpac]

We have now moved from a bad to worse situation... after waiting over 5 week from the order placed and a shed load of running about on my part my picks have been delivered.

However the order is wrong:



Tension wrenches are fine but instead of:

Slimline picks
#4
#9
#12
#14

i have received:

Slimline picks
#1
#9
#14
#14

2 of the same pick and another rake instead of the diamond.

another email has been sent.. hopefully i will get a response to this one... i just cannot catch a break with this order.

[Squelchtone]

just so you don't feel alone on Bad Order Island, I bought a locksmith t-shirt on ebay on April 10th, it was finally sent out by the seller a week later on April 16th, hung out at the Miami Florida mail sorting center April17th, 18th, and finally left the sorting center on April 19th, and what should have arrived on April 20th at the latest is now lost in the mail. I have opened a claim with the United States Post Office for a lost package.

:/

Squelchtone

[Jetpac]

I just want to catch a break! i was excited to finally get my order, then to find out it is wrong is just a royal PITA.
I'm hoping that they will just send out the 2 wrong picks as a "we were wrong here is a gesture to show that we are actually a decent company after all we have messed you around"... i don't see that happening though based on current experience... i'm not sure i even expect an email response to my query based on current statistics!

Heres hoping!