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Old 08-29-2007, 04:39 PM   #1
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Default Holy Bad Customer Service Batman! Stpats of Texas

I never let it slide when a business treats me like sh!t so I'm posting it here as it's a good a place as any.

I was placing an order for some stainless fittings a probe thermometers for my single tier setup. I went through the checkout and noticed they wanted an order submit before getting a shipping quote. Being reluctant I called them.

Me: Hi, I was just about to place an order but was relunctant without knowing the shipping cost.

B!tch: We don't give out shipping quotes on UPS. If you need that to fill this order, you should go somewhere else.

Me: Wow, hold on, you don't have to be so rude about it.

B!tch: I'm not being rude, I'm being realistic.

Me: yeah ok, so do you add handling fees on or is it actual cost.

B!tch: We only add a box fee depending on the size but I don't have time for this.



What I can't believe is that even after all this, I convince myself to hit send on the order. I added a statement in the "notes" section that said "whoever answers the phone needs to learn better customer handling skills. It's not good for business."

5 minutes later I get an email back saying ORDER CANCELLED!

ARE you Fing kidding me?????

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Old 08-29-2007, 04:45 PM   #2
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Wow...that's pretty unbelievable.

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Old 08-29-2007, 04:53 PM   #3
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just reading this makes me want the number so I can start flooding them with shipping cost calls.
some thing like, hello I just wondering what the shipping would be for 1 air lock going to east bum funk.
damn shizt like that realy burns my balls.

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Old 08-29-2007, 04:54 PM   #4
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I just ordered two thermometers from there and I think she is the only one who answers the phone.

1st call was right after order when I realized that I ordered the wrong size probes, called right up and started to give her my info, she cuts me off. "I have the order right here, which ones do you want?"
Took my info and hung up.

2nd call. Order was on Thursday, says I will get seperate email confirming shipment from UPS, Haven't gotten it as of the next Tuesday, call get same girl, she takes my info "Oh I think those are going to ship tomorrow" no checking to make sure nothing.

3rd call 2 days later, now 1 week since order and nothing from UPS
after making her pull the order to check it I get " oh there was a problem with the credit card number you gave, someone tried to call you about it" (I cgave my cell phone number which is always on--no call)

I corrected the CC number(typo) and got shipping confirmation the next day.

If she had really checked the order the first time I called it would have saved me call # 3, also it takes a week to ship UPS to NY from TX, so I would have had them already. Now watch, I'll get them with the origional length probes and not the ones I changed them to.

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Old 08-29-2007, 04:54 PM   #5
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Not surprised, the CS there has been horrible for as long as I can remember. Be glad you didn't get the order placed, the phone call was just the beginning of your troubles from what I've heard.

Honestly, after the treatment you got, I'd file a BBB complaint on them.

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Old 08-29-2007, 05:05 PM   #6
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I'm going to. It's rare that I encounter someone so rude in ANY situation. What really chaps my ass is that you'd think they're trying to run a business. The way she acts is as if they're doing everything they can to run it into the ground. If I were within driving distance, they'd be getting a visit. My adrenaline is running like I almost got into a fist fight.

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Old 08-29-2007, 05:10 PM   #7
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Google results.

Lynne O'Connor is the owner, who by all accounts is understanding and helpful.

http://beeradvocate.com/beer/profile/2029/?view=beerfly
Most of these comments are old because Homebrew supplies have been phased out over the last few years.

Quote:
service by telephone was decent, although i had to talk to lynn, a manager or owner at one time because the person on the phone didn't know much.
Quote:
The people that I talked to until I talked with the owner were not very helpful and kept giving me the run-a-round. I finally got fed up after about 5 different phone calls and no success that I asked to speak with the owner. she was very nice and threw in a bottle cap catcher to go along with the other parts I had ordered. If it weren't for the owner the place would get a much lower service rating, other than that the place is great with a huge selection and good products at great prices.
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Old 08-29-2007, 05:10 PM   #8
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How do they stay in business.

Call her back and tell her: F you and your parents for having you.

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Old 08-29-2007, 05:10 PM   #9
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St Patricks Brewing Supply Tx
1828 Fleischer Dr
Austin, TX 78728-5700
Telephone: (512) 989-9727



The BBB reports on members and non-members. If a company is a member of the BBB, it is stated in this report
BBB Definition:

report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB membership information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues or other information that results from activity conducted by the BBB.


.



File Open Date: June 1999
TOB Classification: Internet Shopping Services
BBB Membership: This company is not a member.


Customer Experience

Based on BBB files, this company has an unsatisfactory record
BBB Definition:

unsatisfactory record - A company has an "unsatisfactory business performance record" with the BBB is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern
BBB Definition:

pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business.


of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark.


with the BBB due to failure to respond to two or more complaints.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

The BBB processed a total of 4 complaints about this company in the last 36 months, our standard reporting period.Of the total of 4 complaints closed in 36 months, 0 were closed in the last year.

Delivery Issues
BBB Definition:

Delivery Issues - Claims alleging delayed delivery of ordered merchandise.



No Response
BBB Definition:

No Response - The company failed to respond to the complaint.



1 - Company failed to respond to the BBB to resolve or address the complaint issues.

Customer Service Issues
BBB Definition:

Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.



BBB Definition:

Customer Service Issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.



No Response
BBB Definition:

No Response - The company failed to respond to the complaint.



3 - Company failed to respond to the BBB to resolve or address the complaint issues.

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Old 08-29-2007, 05:21 PM   #10
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Web Demographics. They're pissing off the wrong people.
Older Educated Males with no kids and 60-100k income.
http://www.quantcast.com/stpats.com

http://forum.northernbrewer.com/view...b06e0c0d4ae2ee

Quote:
I used to buy from St. Pat's a lot. The quality of the equipment and ingredients was good to excellent and the prices are competitive. However, I found the service to be so appalling inconsistent (sometimes good, often terrible) that I stopped using them. I've heard from local people who won't go there because the people are downright rude when you walk in. If you're willing to risk order delays, incomplete orders, lack of communication, and other problems, go ahead and give them a try.
Quote:
I have used them about 5 times. My experiences have been consistent with most of what was said here. Twice went well, no problem, the other three, backorders, no communication, poor customer service when I would call them for updates, very much a hassle those later times.

I have stopped using them, except as a source of ideas. Once I find what I want on their site [it is extensive and has good product photos] I start searching the other on-line brewshops that have been mentioned. Normally, one or two of the others will carry what I want.
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