Re: Brothers strikes again
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mikey531 - PM sent Three8six - PM sent, received - Message left on your answering machine. |
Re: Brothers strikes again
John, do you get the feeling that something is wrong in the customer service department at Brothers... seriously. Is there anything being done to correct any of these issues?
I still cant even get a catalog. You do sell parts that I want. I would never order them again but would have my nephew pick them up for me and ship them to me, he's in La Mirada not far from your facility. |
Re: Brothers strikes again
Just got a tracking number for my order from John. Seems like they are trying to get things corrected.
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Thanks, John |
Re: Brothers strikes again
Great follow up John. I know you guys are super busy, but more presence on the forum might be beneficial. Thanks for getting this worked out.
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Re: Brothers strikes again
John thank you. The only question I have at this point is why someone would expect a cc credit if they never used the cc to pay. That is kind of against and cc co policy... check issued refund on cash is standard all over.
Thank you again for taking the time to follow up |
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I guess in the end it really comes down to standards and like opinions, they can vary. Some folks (I'm one of them) have high expectations when purchasing a product, specially when that purchase is made on-line with a CC and shipping is involved. When I sell something via the board, eBay or CL I make sure I have easy, open communication, provide any shipping info I can and I try to be as straight forward as possible. There are board members here (sharpie for example) selling items in the classified section that exceed my expectations (not easy to do) and would be a good roll model for others to follow. All that being said, I do appreciate the fact that you do come on the board to state your case instead of just blowing it off. :chevy: |
Re: Brothers strikes again
As large a customer base as this site has the potential to generate for Brothers, and all the bad publicity that Brothers gets over and over for their bad customer service, one would think that they would re-evaluate their customer service policies after all this time. Why would they pay to vend here and send out such a strong message to then be avoided ?? There are alot of vendors not listed in this section of the forums. Brothers seems to be one of the vendors most mentioned here. Apologies and excuses are getting old. Perhaps your customer service policies do need to be re-evaluated.
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Just to reiterate, your recommendations and suggestions are not falling on deaf ears. I am not offering any excuses, but I do apologize to anyone who has had an issue with our service. If anyone would like to further discuss it in detail, I can be reached by phone at 951-808-9790, via email at "john@brotherstrucks.com" or PM'd on this forum. Thank you, John Lawrence Operations Manager Brothers Truck Parts |
Re: Brothers strikes again
My order arrived at my Maine house, just as John said it would. I don't know what I got yet and John told me that some items were backordered. My experience has been good with Brothers.
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John did what he said he would, I got the door weatherstripping today which was backordered. I still have the cab mounts on BO. Mike |
Re: Brothers strikes again
same thing Ordered 9/19/11 all i ordered was a gas tank grommet and lower 4 core radiator mounts AS of 9/24/11 everything is back ordered with no notice, i have emailed brothers to see when and if they can give me a date to when they will be in
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Re: Brothers strikes again
Write everybody's names done and what they tell you. Oh and call them to remind me frequently to ship it. They lied to me about everything that "had" in stock. I got all my things about a month and a half later than when I was told. Also I cancelled some of the parts as all of a sudden they were no longer in stock when I called the next time since my order hadn't arrived.
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Re: Brothers strikes again
Yep, every time I have ordered, every item has been back ordered.
Emails not responded to. Just ordered a bunch of stuff last week, off their big sale ad, get 2 emails conferming, second one said any back ordered items will be noted. None were noted. After waiting a few days, I check the site and it said, all items backordered, no date expected. So, I canceled the order. I am sorry, but every item I have ever ordered from them, has been backordered. If you are going to post a big sale, have the items in stock! I will take my business elsewhere. |
Re: Brothers strikes again
I just placed my first order with them last week and when I called the order in, they had one of the two things I needed. I purchased it and didn't back order the other piece. It came a little slow in my opinion, however it did come as I was told. I guess back ordering seems to be an issue after reading this thread.
After working for a large car electronics distributor for years, I would have to believe there's more to these issues than what's told. Someone is not being held to their responsibility,again IMHO.... My old company had several family/relatives working there and that was usually the case at my old company. I'm not saying that it is, just sounds similar. At my old company we shipped approx $150,000 a day and we sent an email via UPS to the customers as the order was shipped, so they could track the time of arrival of their order. When dealers had to promise a delivery time to a customer, they couldn't be left in the dark. Brothers does a lot of advertising, maybe they should pull back a little of those funds and invest in a better internal computer system to help their customer service. You can advertise to bring in new customers(which is very costly) or you can invest in keeping your current customers happy and returning, I think someone there needs to make a tough choice. I hope they can turn this around, I for one like having choices on who I buy my products from, it keeps everyone competitive and that is good for all. |
Re: Brothers strikes again
I too placed a order online. Everything in stock. Days later I receive an email stating they received my order. Still everything in stock. I call today and they are waiting for a back ordered item, huh? After reading everything on here I called and cancelled my order. I got told they called my house phone and left a message. No message no phone call. Glad I stopped the madness before I was stuck. Rob
Posted via Mobile Device |
Re: Brothers strikes again
Im glad i found this thread!
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Re: Brothers strikes again
truckdude239 - PM sent
OJ1988 - PM sent oneoff - PM sent 19stepSide72 - PM sent lilpoindexter - PM sent I can be reached by phone at 951-808-9790, via email at "john@brotherstrucks.com" or PM'd on this forum. Thank you, John Lawrence Operations Manager Brothers Truck Parts |
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Thanks |
Re: Brothers strikes again
I think we all know about Brother's online website ordering system...
it does not inform you of back ordered items. With that being said; When ordering from Brother's Truck, I use the "Live Chat" feature to check which items are in stock before I order. or, I phone in my order and find out which items they have in stock and which are on back order. Dano |
Re: Brothers strikes again
Lets try this ,, i have asked for my money back ,, i have not recieved any parts.. I have emailed twice now requesting my money with NO reply.. reason , i ordered a set of lowering blocks 3 weeks ago,, ive had the money charged to my credit card the same day but thats where it ends.. i wait for my parts for 3 weeks,, nothing comes.. I send an email and the response is - we need more money for shipping !! how long would this of sat until i was told this? its not good enuf for me im afraid and i want my payment charged back to me. No PMs , just my money back,, check your emails im there waiting on a response.. 15th MAY 2012.
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Re: Brothers strikes again
USA69Z - PM sent
I will investigate the issue once it get to the office tomorrow morning and PM you the details. I apologize for the lack of communication and will have answers for you tomorrow. Once I get your contact information so I find your account, I will get you $$$ back ASAP as requested. Thanks, John Lawrence General Manager john@brotherstrucks.com |
Re: Brothers strikes again
I placed an order on 4/27/12 it is now 5/28/12 and no items. I small part was back ordered so I told them to cancel and ship the parts that they have in stock. Still no word. I now just want my money back to go elsewhere. This is the first and the last time that I will order anything form Brothers.
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