TheSamba.com :: View topic

Thu Aug 10, 2006 8:52 pm

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Fri Aug 11, 2006 1:51 pm

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Sat Aug 12, 2006 9:56 am

TimGud: SOUR GRAPES [-X

Bus Depot: Extremely reasonable. :lol:

Even if the email had been received, it is the customer's responsibility to email or call again. I can't believe how many people will assume that their message was received, and the person who should respond to it is ignoring them on purpose.

TimGud: You waited weeks and weeks. It is your fault you are mad. Get over it, send it back if you want and move on!!

Sun Aug 13, 2006 8:46 pm

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Fri Aug 25, 2006 11:06 am

Not so happy with Bus Depot today. It is 10 business days since my order confirmation. The order has not shipped yet, not even a partial shipment. I called to cancel.

My order was not unusual; gaskets, filters, a door handle, oil pressure switch, book, belt.

I said to John "Don't you guys send a partial shipment if some things aren't there?" His reply: "I've cancelled your order."

I guess too busy to give good customer service. Prices good, shipping poor. I guess I may try them again in December when they aren't so busy.

Got my KGPR order today!! THREE DAYS AFTER ORDERING!! AND IT WAS UPS GROUND, the cheapest shipping!!

Fri Aug 25, 2006 2:58 pm

Busseemscool,

I am sorry to hear about your negative experience today. I have asked my store manager to give you a call to see if there is something we can do to make things right. So you should be hearing from him shortly. I have authorized him to expedite your shipping and also reduce or eliminate the shipping charge due to your dissatisfaction.

As you are aware (and was noted previously on this thread), we specify to allow 7-10 working days for delivery on ground orders. We don't always need that long, but we are a small shop and can get swamped on an unusually busy week, so we quote our delivery times on the high side to be safe. We do offer 3-working-day service at a small additional cost on most items if you need the order quickly (and also offer overnight service).

You actually placed your order 10 calendar days (not business days) ago. Had you not cancelled you'd still have had it within the 10 working days that we estimate. We've been swamped all week and have been upgrading a lot of orders to Priority Mail or 3-Day UPS (on our dime) to make sure we came through within the 7-10. Your order was slated to go out today with a Priority Mail upgrade, and you'd probably have had it on Monday (except for the headliner, which takes a bit longer).

I'd like to point out your last 3 orders over the last month shipped within a couple of days and reached you faster than we quoted (despite having to travel cross-country during peak season). So even though this order would have met rather than beaten our estimate, you know yourself from personal experience that we actually tend to beat the estimate.

Anyway, I hope that Dan, my store manager, can work to restore your satisfaction with us, and again I apologize for your frustration with this order. Please do not hesitate to PM me directly if you have any questions or issues with any Bus Depot order. I am always anxious to make sure that my customers are satisfied, and promise a prompt response if you contact me via PM.

Sat Aug 26, 2006 9:24 am

I truly appreciate your note, Ron. Some facts we may differ on.

My previous orders did not arrive faster than the quoted time, however. All were received in the 4 to 10 day window, but nothing faster.

My order was placed 9 business days, (11 calendar days) before cancelling. I know to expect a credit card charge several days before arrival. No charge had been made, so unless you were going to send my order by next day air after 5 pm your time, I doubt I would have received the items on monday.

Clearly you are nice, and care a lot about your business. The measure of a good business is how problems are handled. You know the best way to respond, and I applaud you for that. I entered a new order today, and was at checkout, when your server failed. I tried to reenter it, but when I go to my account, I get a 550 error. I will PM you on this, since it appears that the web site cannot handle it right now.

Sat Aug 26, 2006 10:15 am

Since we quote 7-10 working days, I guess I would have considered 4-5 day delivery to be faster than quoted. That's about as fast as it gets via standard ground, going from east to west; UPS takes 4-7 days to deliver cross-country to most zip codes.

Thanks for your (attempted) new order, and for advising me of the error message. I cannot duplicate the error message you got, and so far haven't received any other reports of it. I sent you a pm. It may have just been a one-off glitch, which does happen once in a while. Tracking down an isolated hiccups like that is kind of like trying to fix an extremely intermittant problem on a Bus. Without being able to duplicate the symptom it's hard to know for sure if you fixed it. If it was a one-time glitch, closing your internet browser (which resets the session) and reopening it usually solves the problem. Sometimes you can also get around it by going back to the homepage and then clicking on 'view cart' from there. If nothing else that might allow you to save your cart as a want list befoe closing your browser.

Sat Aug 26, 2006 1:37 pm

my experience with the depot while not exstensive has been very good. i placed an internet order the other day and actually has a message on my answering machine when i got home. i called, got a live person, told them how i wanted it shipped, and that was it. keep up the good work ron. with any busines there will always be situations that arise. to me it is how it is handled from that point that makes a difference.

Sat Aug 26, 2006 2:20 pm

Thanks Ron. I have made a new order, larger than the original, and appreciate the concern and attention you have given this. I am very close to becoming a Bus Depot Groupie again!!! :P

Sat Aug 26, 2006 3:39 pm

Ron,

John in customer service cracks me up...

Very helpful when he can..

Fri Sep 01, 2006 4:52 pm

Just recieved an order. It arrived just as described and I noticed that Bus Depot even upgraded the shipping to get it to me on time.

Mon Sep 04, 2006 11:07 pm

i got my parts a month after i ordered my parts and am now ready to send back the body panels i got due to them being so bend up i might as well use the ones on the car not pleased. i will be calling asap but its a holiday weekend.

Tue Sep 05, 2006 1:28 pm

All of my items are here today! Thanks Ron. You have gone above and beyond, that means more than anything else in being a good business. You even had some parts sent from another business, a competitor no less, so that I would have a complete order quickly!! Thanks so much.

By the way, one item you had to get from somewhere else (step) has an opposite side part from you. Your part is clearly of better quality!! Good for all to know that Bus Depot cares about price, quality AND CUSTOMER SATISFACTION!!!!

AWESOME! I'M A BD GROUPIE AGAIN!!!!! :lol:

Wed Sep 20, 2006 1:36 pm

busseemscool wrote: TimGud: SOUR GRAPES [-X

Bus Depot: Extremely reasonable. :lol:

Even if the email had been received, it is the customer's responsibility to email or call again. I can't believe how many people will assume that their message was received, and the person who should respond to it is ignoring them on purpose.

TimGud: You waited weeks and weeks. It is your fault you are mad. Get over it, send it back if you want and move on!!

Your absolutely correct. I owe Ron an apology. Please excuse me while I try to get my foot back out of my mouth.

Thu Sep 21, 2006 7:32 am

Busdepot rocks...I have ordered from them several times, and the stuff always comes very quickly and in good condition. I'm physically close to them (NYC), so perhaps complaints about slow shipping are just UPS congestion.

I've also contacted them by email with questions a couple of times and been very pleased with the speedy, informative responses directly from the owner.

Thu Sep 21, 2006 7:51 am

I have been doing business with the BD from the time BD first opened. I have never found another supplier that cares more about customer service than Ron. He takes the time to ferret out the NOS parts still available and provides products that other suppliers don't. BD is a small company and has gone thru all of the problems of getting products "out the door" that many small companies go through.

Kudos to Ron and the BD for a truly customer oriented site. Keep up the good work, Ron. Ted

Fri Sep 22, 2006 4:56 am

Another good deal from bus depot, fast shipping and the best price on what I was needing.

Mon Nov 06, 2006 3:03 pm

After recieving the wrong part (passenger side window scraper rather than the driver side) well over a week ago,
4 emails,
numerous attempted phonecalls (number busy),
1 p.m. through thesamba.com

I have had absolutely no response from BUS DEPOT,

I really would appreciate something.. an acknowledgement.. anything.

right now I am stuck with the incorrect part in a box in my living room, and water getting into my drivers side door

PLEASE BUS DEPOT! RESPOND

Mon Nov 06, 2006 10:58 pm

I sent you an email at the end of last week. I am out of the scrapers and trying to reach the importer to see if they have more. They were out most of last week at an auto parts industry show, and supposedly returned today but were not answering their phones. I hope to have an answer tomorrow. My apologies for this delay.

Incidentally we have had a few email problems recently. Over the last several weeks some incoming emails were mistakenly being filtered as spam by our ISP (an issue now resolved, I believe). An issue not yet resolved is that Verizon is bouncing all emails that we send to Verizon customers. So far Verizon has been completely unhelpful in resolving this. :-(