Gas Products Copany / Order Fulfillment & Customer Service
I ordered three items from online from the Gas Products Company.
After paying in full, the company called to inform me “it 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.