SUPERGO.COM's customer service SUPERSUX

In article <[email hidden]>, [email hidden] says...

Quoted message said:

Their website states orders received before 4pm go out the same day.
When I found out today my order still hadn't shipped, I wanted to cancel.
Their website clearly gave the impression an order can be cancelled if
caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that (Fair
Credit Billing Act) but she said that's what they've been doing for years.

Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website says.

BTW, I called my credit card company and they told me my account has NOT
been charged.

I should have checked their ranking in Epinion before ordering...this
kind of incompetence/dishonesty seems to be par for the course.

If you really need the order to ship, and arrive, on a certain date, your best
bet is to call and ask. Don't just assume that because their web site says so,
they will do it.
--------------
Alex

"Jake N. D'Fatman" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Their website states orders received before 4pm go out the same day. When
I found out today my order still hadn't shipped, I wanted to cancel.
Their website clearly gave the impression an order can be cancelled if
caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that (Fair
Credit Billing Act) but she said that's what they've been doing for years.

Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website says.

BTW, I called my credit card company and they told me my account has NOT
been charged.

I should have checked their ranking in Epinion before ordering...this kind
of incompetence/dishonesty seems to be par for the course.

For what it's worth I've been buying stuff from Supergo for about 6 years
and have never had a problem. Of course I'm not a nit picker like some
people we could mention.

Tom Kunich said:

"Jake N. D'Fatman" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Their website states orders received before 4pm go out the same day. When
I found out today my order still hadn't shipped, I wanted to cancel.
Their website clearly gave the impression an order can be cancelled if
caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that (Fair
Credit Billing Act) but she said that's what they've been doing for years.

Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website says.

BTW, I called my credit card company and they told me my account has NOT
been charged.

I should have checked their ranking in Epinion before ordering...this kind
of incompetence/dishonesty seems to be par for the course.

For what it's worth I've been buying stuff from Supergo for about 6 years
and have never had a problem. Of course I'm not a nit picker like some
people we could mention.

The thing is, their web site states one thing and their customer service
says another. Call it whining or not picking, but if they say same day
shipment for orders before 4pm, I feel that's exactly what should
happen. If I'm not happy they didn't, I should be able to cancel my
order and not be given a bunch of bogus excuses why I couldn't.

My negative experience with them does not negate positive ones you've
had in the past.

Tom Kunich said:

"Jake N. D'Fatman" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Their website states orders received before 4pm go out the same day. When
I found out today my order still hadn't shipped, I wanted to cancel.
Their website clearly gave the impression an order can be cancelled if
caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that (Fair
Credit Billing Act) but she said that's what they've been doing for years.

Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website says.

BTW, I called my credit card company and they told me my account has NOT
been charged.

I should have checked their ranking in Epinion before ordering...this kind
of incompetence/dishonesty seems to be par for the course.

For what it's worth I've been buying stuff from Supergo for about 6 years
and have never had a problem. Of course I'm not a nit picker like some
people we could mention.

The thing is, their web site states one thing and their customer service
says another. Call it whining or not picking, but if they say same day
shipment for orders before 4pm, I feel that's exactly what should
happen. If I'm not happy they didn't, I should be able to cancel my
order and not be given a bunch of bogus excuses why I couldn't.

My negative experience with them does not negate positive ones you've
had in the past.

Jake N. D'Fatman said:

Quoted message said:

Quoted message said:

Their website clearly gave the impression an order can be cancelled
if caught before sent out.

Do you have a URL for this?

-eric

Jake N. D'Fatman (real name?) said:

Their website states orders received before 4pm go out the same day.

Actually, it says: "Shipping Times Express orders (2nd Day and Next Day)
received by us before 4:00pm EST are shipped the same business day. If you
received our order confirmation email Monday - Friday, before 4:00pm Eastern
Time, your order will be shipped the same day we received it. Please note
that a very small number of orders require extra processing time for various
reasons."

So that begs the question: DID YOU PAY FOR EXPEDITED SHIPPING?

Quoted message said:

When I found out today my order still hadn't shipped, I wanted to
cancel. Their website clearly gave the impression an order can be
cancelled if caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that
(Fair Credit Billing Act) but she said that's what they've been doing
for years.
Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website
says.
BTW, I called my credit card company and they told me my account has
NOT been charged.

I should have checked their ranking in Epinion before ordering...this
kind of incompetence/dishonesty seems to be par for the course.

Wah.

I (and many others) have ordered from Supergo often over the years; never
had a problem. (BTW, they'll take anything back if you're dissatisfied, so
stop whining.)

Bill "search hard enough for a problem and you'll find one" S.

Eric Hill said:

Jake N. D'Fatman said:

Quoted message said:

> Their website clearly gave the impression an order can be cancelled
> if caught before sent out.

Do you have a URL for this?

-eric

http://www.supergo.com/help/after_order_help.cfm

Bill Sornson said:

Jake N. D'Fatman (real name?) said:

Their website states orders received before 4pm go out the same day.

Actually, it says: "Shipping Times Express orders (2nd Day and Next Day)
received by us before 4:00pm EST are shipped the same business day. If you
received our order confirmation email Monday - Friday, before 4:00pm Eastern
Time, your order will be shipped the same day we received it. Please note
that a very small number of orders require extra processing time for various
reasons."

So that begs the question: DID YOU PAY FOR EXPEDITED SHIPPING?

Quoted message said:

When I found out today my order still hadn't shipped, I wanted to
cancel. Their website clearly gave the impression an order can be
cancelled if caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that
(Fair Credit Billing Act) but she said that's what they've been doing
for years.
Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website
says.
BTW, I called my credit card company and they told me my account has
NOT been charged.

I should have checked their ranking in Epinion before ordering...this
kind of incompetence/dishonesty seems to be par for the course.

Wah.

I (and many others) have ordered from Supergo often over the years; never
had a problem. (BTW, they'll take anything back if you're dissatisfied, so
stop whining.)

Bill "search hard enough for a problem and you'll find one" S.

http://www.supergo.com/help/after_order_help.cfm

======

If you wish to retract or revise a web order that has been processed,
get on the phone with our Customer Service department as quickly as
possible (please have your Web Order Number in hand) and let us know.
Please know that web orders are typically processed immediately so it is
VERY likely your order has already been processed. Do not use email to
contact us about cancellations.

You can reach us in the USA and Canada Toll-Free at: 800-326-BIKE
(800-326-2453).

Since Supergo's goal is to ship all orders received before 4 PM (Eastern
Standard Time) that same day, your order may already have been shipped.

======

"Jake N. D'Fatman" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Tom Kunich said:

For what it's worth I've been buying stuff from Supergo for about 6 years
and have never had a problem. Of course I'm not a nit picker like some
people we could mention.

The thing is, their web site states one thing and their customer service
says another. Call it whining or not picking, but if they say same day
shipment for orders before 4pm, I feel that's exactly what should happen.
If I'm not happy they didn't, I should be able to cancel my order and not
be given a bunch of bogus excuses why I couldn't.

My negative experience with them does not negate positive ones you've had
in the past.

I have to agree that if they claim a policy and then fail to deliver then
you shouldn't be liable for payment.

My point is that if you are getting [censored] because they didn't mail
something out in time you should be buying from your local shop and not
Supergo.

"Jake N. D'Fatman" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Bill Sornson said:

Jake N. D'Fatman (real name?) said:

Their website states orders received before 4pm go out the same day.

Actually, it says: "Shipping Times Express orders (2nd Day and Next
Day) received by us before 4:00pm EST are shipped the same business day.
If you received our order confirmation email Monday - Friday, before
4:00pm Eastern Time, your order will be shipped the same day we received
it. Please note that a very small number of orders require extra
processing time for various reasons."

So that begs the question: DID YOU PAY FOR EXPEDITED SHIPPING?

Quoted message said:

When I found out today my order still hadn't shipped, I wanted to
cancel. Their website clearly gave the impression an order can be
cancelled if caught before sent out.

Their customer service refused to cancel because my credit card had
already been charged. I told her they're not supposed to do that
(Fair Credit Billing Act) but she said that's what they've been doing
for years.
Basically, CSR disavowed the same day shipping before 4pm and the
existence of a cancellation policy. Nevermind what their website
says.
BTW, I called my credit card company and they told me my account has
NOT been charged.

I should have checked their ranking in Epinion before ordering...this
kind of incompetence/dishonesty seems to be par for the course.

Wah.

I (and many others) have ordered from Supergo often over the years; never
had a problem. (BTW, they'll take anything back if you're dissatisfied,
so stop whining.)

Bill "search hard enough for a problem and you'll find one" S.

http://www.supergo.com/help/after_order_help.cfm

======

If you wish to retract or revise a web order that has been processed, get
on the phone with our Customer Service department as quickly as possible
(please have your Web Order Number in hand) and let us know. Please know
that web orders are typically processed immediately so it is VERY likely
your order has already been processed. Do not use email to contact us
about cancellations.

You can reach us in the USA and Canada Toll-Free at: 800-326-BIKE
(800-326-2453).

Since Supergo's goal is to ship all orders received before 4 PM (Eastern
Standard Time) that same day, your order may already have been shipped.

Uhhhh - "goal" is not Guaranteed!