Is EVO serious?!?!
JK Newbie
Joined: Oct 2013
Posts: 31
Likes: 0
Yea companys do this because they feel like they can get away with it because its a pain the in ass for us to do anything about it. Im pretty sure it is also illegal, especially if not stated, and you didn't even return anything! If problem not fixed I would report to BBB and credit card and get your money back. I know is 120 bucks which is not the end of the world, but if it were me I would be very pissed on pricipale and the fact I'm sure they're doing this to many others as well. Its a shame these days that companies are trying to make every penny they can my taking advantage of their customers rather then providing them quality products and good customer service.
JK Freak
Joined: Feb 2010
Posts: 689
Likes: 1
From: Virginia Beach, VA
I mean its not me and I'm not trying to put you on blast but charging someone 6% no madder what happened is just not cool. Theres noway you payed that to process his card and if you did, you guys need to get a better system. Honestly by doing that your just making your company look bad. People do change their minds and things happen and I know many many other places that would NOT charge anything for a refund. I understand you don't want to lose money for a fee but that still comes down to good customer service and repeat customers. Especially on a Jeep community when people talk.
Thread Starter
JK Junkie
Joined: Jun 2013
Posts: 3,697
Likes: 2
From: Grosse Pointe, MI
LONGER part of this story:
So in a conversation this morning - BEFORE you purchased the wheels - I explained to you that the new ATX Chamber Pro II DOES NOT come with HUB Cap Covers like the ATX Slab does. I explained that they are Off Road Wheels and that like the SLABs are when you run 8 lug on PR60s, the hub would be open and you were okay with that and went ahead and purchased them.
So, after this, you went ahead and called ATX and they told you THE SAME THING and NOW you were NOT okay with it. Well in the mean time, I went ahead and processed the transaction, pulled the wheels and set up the shipping. Now I understand it was ONLY an hour, but as explained, our credit card company charges us transaction fees regardless of whether it is a purchase or a refund.
You also never said anything about ordering SLABs. If you did, I would have been able to work something out as far as applying those charges to that transaction. But that is probably because you were going to buy the SLABs from someone else.
I am NOT the "pissed off sales guy" at all, I am actually a VERY NICE GUY and anyone who has dealt with me here at ORE will agree. I go OUT OF MY WAY to help everyone with everything. Sometimes there are things that are out of my control and once again, I do apologize for the inconvenience.
Please also understand that you did not purchase these wheels from EVO MFG and EVO MFG has nothing to do with this purchase.
So in a conversation this morning - BEFORE you purchased the wheels - I explained to you that the new ATX Chamber Pro II DOES NOT come with HUB Cap Covers like the ATX Slab does. I explained that they are Off Road Wheels and that like the SLABs are when you run 8 lug on PR60s, the hub would be open and you were okay with that and went ahead and purchased them.
So, after this, you went ahead and called ATX and they told you THE SAME THING and NOW you were NOT okay with it. Well in the mean time, I went ahead and processed the transaction, pulled the wheels and set up the shipping. Now I understand it was ONLY an hour, but as explained, our credit card company charges us transaction fees regardless of whether it is a purchase or a refund.
You also never said anything about ordering SLABs. If you did, I would have been able to work something out as far as applying those charges to that transaction. But that is probably because you were going to buy the SLABs from someone else.
I am NOT the "pissed off sales guy" at all, I am actually a VERY NICE GUY and anyone who has dealt with me here at ORE will agree. I go OUT OF MY WAY to help everyone with everything. Sometimes there are things that are out of my control and once again, I do apologize for the inconvenience.
Please also understand that you did not purchase these wheels from EVO MFG and EVO MFG has nothing to do with this purchase.
Call number 1: Placed order
Call number 2: Called back to confirm that hub caps were included and to ask about lug nuts. At this point we were made aware of there not being caps. Being reasonable customers, we wanted to confirm that none would ever be available before cancelling.
Call number 3: Confirmed with ATX what was told during call number 2. So, we cancelled.
Additional points:
1. If you have such a policy, you need to state it somewhere. It's not on the website, it's not on the receipt. It was never verbally mentioned.
2. I'd never assume there was a fee as I've never been charged for cancelling a transaction. Ever.
3. It's odd that we were called back to be told there was a fee. Why not state the policy on the previous call??
4. Good customer service usually costs money. Sure, you don't want to eat $120 (although, I've never heard of that), but you will absolutely lose more than that by losing customers. We spend a ton of money. A lot would have been spent buying EVO products this year, and a lot has been spent on EVO products.
5. No other vendor has ever charged me for cancelling an order that wasn't shipped. In fact, I never even been charged for returning a product.
Call it what you want, but there is no policy stated in print or verbally.
JK Newbie
Joined: Oct 2013
Posts: 31
Likes: 0
Even longer part:
Call number 1: Placed order
Call number 2: Called back to confirm that hub caps were included and to ask about lug nuts. At this point we were made aware of there not being caps. Being reasonable customers, we wanted to confirm that none would ever be available before cancelling.
Call number 3: Confirmed with ATX what was told during call number 2. So, we cancelled.
Additional points:
1. If you have such a policy, you need to state it somewhere. It's not on the website, it's not on the receipt. It was never verbally mentioned.
2. I'd never assume there was a fee as I've never been charged for cancelling a transaction. Ever.
3. It's odd that we were called back to be told there was a fee. Why not state the policy on the previous call??
4. Good customer service usually costs money. Sure, you don't want to eat $120 (although, I've never heard of that), but you will absolutely lose more than that by losing customers. We spend a ton of money. A lot would have been spent buying EVO products this year, and a lot has been spent on EVO products.
5. No other vendor has ever charged me for cancelling an order that wasn't shipped. In fact, I never even been charged for returning a product.
Call it what you want, but there is no policy stated in print or verbally.
Call number 1: Placed order
Call number 2: Called back to confirm that hub caps were included and to ask about lug nuts. At this point we were made aware of there not being caps. Being reasonable customers, we wanted to confirm that none would ever be available before cancelling.
Call number 3: Confirmed with ATX what was told during call number 2. So, we cancelled.
Additional points:
1. If you have such a policy, you need to state it somewhere. It's not on the website, it's not on the receipt. It was never verbally mentioned.
2. I'd never assume there was a fee as I've never been charged for cancelling a transaction. Ever.
3. It's odd that we were called back to be told there was a fee. Why not state the policy on the previous call??
4. Good customer service usually costs money. Sure, you don't want to eat $120 (although, I've never heard of that), but you will absolutely lose more than that by losing customers. We spend a ton of money. A lot would have been spent buying EVO products this year, and a lot has been spent on EVO products.
5. No other vendor has ever charged me for cancelling an order that wasn't shipped. In fact, I never even been charged for returning a product.
Call it what you want, but there is no policy stated in print or verbally.
I am not going to go around with you on this. During your cancellation call, I told you, "I will see what I can do and let you know" which were my exact words. And after letting management know, they advised me to charge the fee.
If you have any further questions, please feel free and call Mel Wade @ 714.870.5515
JK Super Freak
Joined: Aug 2011
Posts: 1,374
Likes: 0
From: Kirkland, WA
Yeah.... I'm a believer in EVO products. That being said, some chitty stuff going on with the retail folks. Drew, you mishandled this situation and come away $120 richer, but much poorer in the customer service department. Bad call EVO....
Thread Starter
JK Junkie
Joined: Jun 2013
Posts: 3,697
Likes: 2
From: Grosse Pointe, MI
I am not going to go around with you on this. During your cancellation call, I told you, "I will see what I can do and let you know" which were my exact words. And after letting management know, they advised me to charge the fee.
If you have any further questions, please feel free and call Mel Wade @ 714.870.5515
If you have any further questions, please feel free and call Mel Wade @ 714.870.5515
What's funny, is that I've talked with Mel many times and he's a great guy. Heck, he's why I bought EVO products and recommended them. Never even crossed my mind that I'd run into an issue dealing with his company.