Phone Service complaint

[Claven2]

I really hate posts like this, but...

I've been trying to get a hold of someone over the phone to discuss a problem with an order I placed with you guys. I've tried about 10 times through the day today to reach someone. No answer.

Then you get routed to a "leave a message" option, but the mailbox has been full all day. So what use is that?

Can you please fix this? Not everyone likes typing and sending a long e-mail e-mail to describe issues that could be resolved with a 30 second phone call.

Thanks.

 

[Bobbum Man]

Email is the only real option, they're way too busy filling orders. I'm not an email person either but it is what it is.

 

[Claven2]

Email is the only real option, they're way too busy filling orders. I'm not an email person either but it is what it is.

If that is true, then they need to change their website and phone message. They imply they offer this type of customer service - and when they fail, it only serves to sour my view of their service. Phone service is advertised - and they are failing in delivering.

 

[Gatehouse]

They sent this out recently, I think they are just busy for the time being.





Canadaammo.com Black Friday/Cyber Monday Sale Notice

Canadaammo.com would like to thank everyone who placed an order during this event. As a result of your support, this sets a new record of nearly 900 orders placed during an event. This provides us with the ability to procure some very exciting, and unique products for you all to enjoy in the coming months. There will be a little something to appeal to all different types of enthusiasts including recreational shooters, hunters, and competitors. I cannot tell you more right now but, I am certain you will all be thoroughly impressed with what we will be bringing in for 2016.

With that said, I feel it prudent to notify everyone that there will be a slight delay in getting your purchases to you. We have allocated all possible resources to getting your orders processed and shipped as quickly and accurately as possible. We will be shipping orders in the order that they were received.

We will not be answering status inquiries by email, telephone, on this thread, PM, or through Facebook as this will greatly reduce our ability to process and ship orders. Order status can be checked through our website if you have an account. For all purchases made as a guest, you will have to patiently wait for email notifications.

Also, we will not be editing peoples orders to add products as this is very time consuming. We recommend you place a second order and mention in the customer notes that you would like to combine with your previous order reference the order number.

Please be patient as the Canadaammo.com team does everything in our power to get your order to you. We appreciate your support and we are doing the best we can to show you that appreciation.

Thank you.

Ryan Joyner
General Manager
Office: 1-604-678-5219
Tel: 1-866-960-0045
Fax: 1-866-606-2743
Email: ryanj@canadaammo.com

 

[Claven2]

Great. So my order arrived all wrong and I wait for them to get through 900 orders before they even think about contacting me to make it right. Perfect.

 

[Dfbshaw]

Was the problem with the order; something they did or didn't do, or something you did or didn't do?
Either way they will fix it, but should you be mad with them or yourself?

 

[Claven2]

Was the problem with the order; something they did or didn't do, or something you did or didn't do?
Either way they will fix it, but should you be mad with them or yourself?

Mad with myself? For real?

EDIT: Removed the specifics of my complaint. Not fair to air anything before I can get a hold of someone (whenever that will be???)

Trust me, the issue is all on their end.

 

[Hornychief]

I personally hate email! I love talking to people about stuff, its fast and to the point. I have found that getting through to canada ammo sucks a**. Which is annoying but that's life and they have a business to run. So don't get mad, its frustrating but have patience the world is much bigger that just us.

 

[Claven2]

I personally hate email! I love talking to people about stuff, its fast and to the point. I have found that getting through to canada ammo sucks a**. Which is annoying but that's life and they have a business to run. So don't get mad, its frustrating but have patience the world is much bigger that just us.

I totally agree. Many businesses don't offer phone service at all. BUT... if you are going to advertise that you do, and you can't pick up the phone, don't shunt people to an answering service after 15 seconds of elevator music, and if you really MUST do that, don;t leave the message box full and unable to record messages. It's just bad business practise.

 

[zombieprepping]

Great. So my order arrived all wrong and I wait for them to get through 900 orders before they even think about contacting me to make it right. Perfect.

 

[sailor723]

When you pay Walmart prices sometimes you get Walmart service.

Having said that, the week after Black Friday is kind of a special situation. Take 5 minutes , type out an email , and be patient. i suspect they will make it right.

As for the Canpar thing, if Canada Ammo using them was an issue why didn't you check shipping options before ordering?

 

[wbaad]

I totally agree. Many businesses don't offer phone service at all. BUT... if you are going to advertise that you do, and you can't pick up the phone, don't shunt people to an answering service after 15 seconds of elevator music, and if you really MUST do that, don;t leave the message box full and unable to record messages. It's just bad business practise.

I'm with you man. I had a problem early on with them and it was a complete gong show and was not impressed with their solution.
More recent dealings were better with warranty work.
They just did a big sale and it's probably taking a while with all the email inquiry going on.

 

[Claven2]

When you pay Walmart prices sometimes you get Walmart service.

Having said that, the week after Black Friday is kind of a special situation. Take 5 minutes , type out an email , and be patient. i suspect they will make it right.

As for the Canpar thing, if Canada Ammo using them was an issue why didn't you check shipping options before ordering?

I've dealt with the Canpar issue on the initial order, but never again.

Anyhow, that's not what went wrong, it's just an aggravating factor.

 

[Claven2]

When you pay Walmart prices sometimes you get Walmart service.

Walmart gives FANTASTIC service. They are perhaps the best integrated logistics company in the world. The US Military consults with Walmart on improving their supply chain - they are the best. Period.

Not to say Walmart's products are the best, but from a customer service perspective and getting orders right - they are at the top of the pile. Seriously. Look it up!

 

[CanAm]

Claven, please shoot me an email and I'll deal with your case

As for phones, we are looking to stop taking calls all together and move to an all email based CS.

I know this frustrates some people, but the majority of calls are people checking their status, or other things which can be handled in a few seconds via email.

 

[iger13]

The only company I never had a problem with is Canada Ammo. Most of the orders were very good, but if there was mistake or some problem with the items it was taken care of and fixed. The only thing – you must be patient sometimes.

 

[ALJ99]

When a business has the option of ' Contact Us ' by phone ! It's their duty to fulfil that option within hours of operation !!
Excuses Like ' Too busy to answer customer calls and checking their voice messages ' is bad business practises !!!
Designated employee to answer customer phone calls, concerns, follow up with customer orders and needs would be a great idea.
Simply, it is all about Good customer service and not just filling orders.
Respect.

 

[Claven2]

Thanks Ryan - much obliged. I've already sent an email a few hours ago.

 

[sailor723]

Claven, please shoot me an email and I'll deal with your case

As for phones, we are looking to stop taking calls all together and move to an all email based CS.

I know this frustrates some people, but the majority of calls are people checking their status, or other things which can be handled in a few seconds via email.

Just as a FYI. I would be very reluctant to do business with any company I couldn't reach by phone.

I find email conversations can be very drawn out, time consuming and frustrating....often taking hours if not days to accomplish what 1-2 minute phone call would do.

 

[madcow]

Claven, please shoot me an email and I'll deal with your case

As for phones, we are looking to stop taking calls all together and move to an all email based CS.

I know this frustrates some people, but the majority of calls are people checking their status, or other things which can be handled in a few seconds via email.

I hope you guys don't, as I like to be able to contact a live person myself too, and I bet a lot of others think the same way too.

I had a service provider that was email/chat only, when a problem occurred you couldn't get a hold of them. Too easy to get lost in the shuffle.

I think that is why a lot of big companies are avoiding the "Press 1 for CS" crap