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I ordered several gas grill parts for a client and paid with a credit card. My credit card was immediately charged. Usually, most reputable companies will not charge your credit card until the product(s) ships. After several weeks, I called about the status. I was told that the items were on back order and I could either cancel or continue to wait. When I asked how much longer, I was told that it would be several more weeks. Unfortunately, I decided to wait. After several more weeks, I emailed them asking about delivery. There was no reply after several days. I called and was told that they had no idea when the items would arrive or ship. I cancelled the order immediately. The next day I emailed them verifying that I had called and cancelled and needed my money refunded. After several more days, I called about the refund. I was told that the matter had been turned over to the accounting group and "maybe" I would see something soon. Hearing this, I immediately called my credit card company to dispute the charge. I was informed that, legally, the company has 30 days to refund the money. Tomorrow, February 20, 2010 is the last day they have to refund the money and I have not received any information from them. I also filed a complaint through the local BBB and the company is not responding to that complaint either. I believe this company has no intention of returning money to anyone and may never ship product. I would regard this company and website as a scam and never use them. I only hope that my credit card company is able to help me get my refund.
The complaint has been investigated and resolved to the customer’s satisfaction.
I ordered three items from online from the Gas Products Company.
After paying in full, the company called to inform me thatit was on back order, and would be about two weeks for delivery. After three weeks, I called to inquire as to the delivery status, and I was told by Denise Myers, that the order would be about an additional two weeks.
I called Ms. Myers and asked why my order was back ordered again, she said the manufacture is probably waiting to get enough orders to fulfill a big enough order to ship out to her. I asked if she could contact the manufacture and see when it would actually be shipped, as I have a customer who really needs the product ASAP to complete a project (and get paid). She said that was not possible. I asked if I were to up grade to a stainless product, which was in stock, if she could work with me on the difference in price. She refused. Either I pay full retail for the upgrade, or cancel my order and loose three weeks in dealing with these bozos.
Their web site has a lot of talk on customer service and satisfaction, but Denise does not deliver it when it comes down to actually helping the customer with an issue that was entirely no fault of mine. It was an issue between her and her supplier.
Poor customer service and poor follow through. I had to call/email several times to get a response, and they never did contact me with an update when the time frame went beyond their claims.
Being proactive would have been a much better way to handle the issue. She said many customers call to complain of the time delay to her staff, well, if the web site would accurately state what was in stock, rather than imply quick delivery, perhaps her phones would not be ringing with delivery complaints.
The staff I spoke to was very polite. The web site was designed well. Only the customer service and follow through was disappointing.
I ordered a grill part online from gasproductscompany.com 3/21/10, and my credit card was charged immeditely. However, as of 4/24/10, I have not received my order. I called the 1-800 Customer Service number several times, only to get voice mail and mailbox full each time. I also emailed with no reply. I am in the process of disputing the charge on my credit card, but since there was no written statement from Gas Products Company as to when they would ship my order, I have to wait 30 days before the credit card company will take action.
DO NOT ORDER FROM THIS COMPANY!
I think the website mygasgrillparts.com is also associated with this business.
Orders parts for gas lights on 4/10/10. Have not received parts. Emails go unanswered. Phone is unanswered and one can't leave messages as all mailboxes are "full".
I had the same problem. I did get a box with the wrong parts. Never could reach anyone. I returned it and am disputing the credit card charge. I am out shipping and huge aggravation. I files complaints with the Atlanta BBB and FTC.gov.