Lack of response from AG

**luvmyrv** · 02-06-2018, 05:06 PM

Wondering if its just me....but have any of you experienced a zero response from AG Customer Service? Twice now I have emailed them and gotten no response. One time was right after I placed an order and tried to get something added to it. Was too late I guess as the order shipped without my addition but I didn't even receive a reply. Now just on the weekend I emailed asking a question, and it's been 3 days and no response...is this normal from the Customer service dept??? I keep reading how excellent the customer service is. I have been very happy with the orders I have placed and the speed of shipping and quality of packing.

**Admin** · 02-06-2018, 05:10 PM

Originally Posted by luvmyrv

Wondering if its just me....but have any of you experienced a zero response from AG Customer Service? Twice now I have emailed them and gotten no response. One time was right after I placed an order and tried to get something added to it. Was too late I guess as the order shipped without my addition but I didn't even receive a reply. Now just on the weekend I emailed asking a question, and it's been 3 days and no response...is this normal from the Customer service dept??? I keep reading how excellent the customer service is. I have been very happy with the orders I have placed and the speed of shipping and quality of packing.

Can you send your email to the following address jason@autogeek.net

Thanks

Sent from my iPhone using Autogeekonline mobile app

**luvmyrv** · 02-06-2018, 09:34 PM

Originally Posted by Admin

Can you send your email to the following address jason@autogeek.net

Thanks

Sent from my iPhone using Autogeekonline mobile app

I would love to...but in both instances I went to the "Contact Us" link on the main page where you simply give your email address and type in your msg. So In that case it doesn't appear in my sent folder in my email account. That may be the problem. Probably better off to email a customer service rep directly but we don't have access to those email addresses, and probably with good reason.....Jason I will email you directly with my question from the weekend...thanks for looking into this and forwarding it to the customer service mgr.

**Admin** · 02-06-2018, 09:37 PM

Originally Posted by luvmyrv

I would love to...but in both instances I went to the "Contact Us" link on the main page where you simply give your email address and type in your msg. So In that case it doesn't appear in my sent folder in my email account. That may be the problem. Probably better off to email a customer service rep directly but we don't have access to those email addresses, and probably with good reason.....Jason I will email you directly with my question from the weekend...thanks for looking into this and forwarding it to the customer service mgr.

Thanks for the info, that gives me a place to start looking.

**VETLAG72** · 02-06-2018, 05:12 PM

Unfortunately this has been my experience as well. I love their products, good prices with discounts, and excellent forum - but their customer response / communication is horrible. I have had many many emails go completely unanswered in the past 6 months...

One thing I will say though, they usually make things right in the end. You shouldn't have to email and call 10 times to get a response though...

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**SWETM** · 02-06-2018, 05:38 PM

The email address you mailed to would be helpfull to them I think. If it's something wrong with it or something else.

**Admin** · 02-06-2018, 08:05 PM

Originally Posted by SWETM

The email address you mailed to would be helpfull to them I think. If it's something wrong with it or something else.

This is correct, we will be able to run a trace and see what happen with the emails.
Thank you for all the feedback, I'm forwarding this thread to the customer service manager.

**custmsprty** · 02-06-2018, 05:51 PM

I personally have never had any issues with email communications, I have always received an answer in a timely manner.

**Calendyr** · 02-06-2018, 06:06 PM

Ya, AG won't add items to existing orders. I was on the short end of that as well. I don't know why they refuse to do it, but it's their one flaw in terms of customer experience. As for not answering emails, I have never sent them any so I don't know. All my experience with their customer service has been good. Maybe you could call them and see if they can help you over the phone? Maybe there is a problem with emails getting through for some reason.

**VETLAG72** · 02-06-2018, 06:51 PM

It's not an issue of the emails not getting through. I had 2 different shipping issues the end of last year. Both instances I emailed and attempted to call numerous times. No response. In both instances, a few days later I received the items missing from my order. That's great, but there was no response, no apology, nothing to make up for the issue like an extra sample or something...

After sending another email detailing their lack of response I again received no response. I have since made 2 orders from competitors as a result...