ZZP Performance's TERRIBLE and rude customer service yesterday

[Tajaii]

i'll make this short as possible but i thought i'd let it out there how awful their customer service is. yesterday i followed their facebook and twitter pretty hard waiting for an intake and exhaust to become available. eventually the air intake was available for $143 but i kept adding it to my cart in and it was $20 more EVERYTIME. eventually i got over it and purchased it. then i waited for the exhaust. it took me over an hour to add the exhaust to my cart because their website was absolutely terrible yesterday. finally i added it to my cart. it was about $243 with shipping. now what really pisses me off about this situation is, the item is IN MY CART and by the time i hit the "place my order" button the price changed and was suddenly $100 more!! so i got screwed out of a good deal on the exhaust...

and now the sad part..

upon emailing customer service i explained my problem and was hoping for some cooperation. i got none, at all. i told them to cancel my previous purchase if we couldnt come to a resolution on any discount for me having an item IN MY CART and not being able to check out with the correct price. they didnt even TRY to convince me to not cancel my previous order, they just cancelled it!!! as a sales person, it happens all the time. a disgruntled customer has a issue and wants to cancel. you have to explain to them why NOT to cancel, not just cancel their order. now dont get me wrong, i clearly told them to cancel it, but come on...they didnt want anything to do with my problem.

here is a quote i recieved in an email....

"I understand that most people feel a business is there to serve them. Normally we are. During this, we are not."

wow. you should be there for your customer no matter what time it is.

this business is a joke, i've never ordered anything from there and i will never attempt to again.

on that note, suggestions for a exhaust system, air intake and shifter bushings/etc would be greatly appreciated!! i'm willing to pay twice as much for good service.

p.s. sorry for bad grammar or spelling, i dont feel like reading over it again.

Happy Holidays!

 

[jonboys66]

They had a lot of issues with their website all day yesterday. That just means you caught them in between their 40 and 30 percent off. They only ran a few 50 and 40 off then switched to 30 percent off. They were probably dealing with a lot of people complaining about things like that. I just went in thinking the lowest discount is what I would get and that's what I ended up with. I got the catback with muffler delete for $218 delivered. I just wouldn't complain when they don't have to do these discounts. I'm just happy with what I get.

 

[$ub$onic]

I got a gauge pod for 50% off among other things

My total was 101 on my email but PayPal was only charged 62. It was confusing

 

[Tajaii]

It wasnt even about price really, just the way things were ran. They had the same site issues last year. It's more about the poor customer service and the response I got. Because I wasn't REALLY going to cancel my order. but the cancelled it without thinking twice about it. And I was actually going to use my military discount for the exhaust today. But I just can't convince myself to buy products from a company with that type of mentality.

 

[mitdr774]

So, you got butt hurt, told them to cancel knowing how hectic of a day it was for them, and then became irritated when they did what you told them to do? What was the item price at the time of check out supposed to be? If the "good deal" was over by the time you checked out, too bad. Thats how it goes. It is a limited sale and you missed the deadline. I am sure that if you had wanted to you could have picked up the phone and called them to place your order.

They probably didnt think twice since you told them to cancel, and it was discounted prices to begin with. If you were paying full price they might have tried. I really do not fault them for this.

 

[wasteoffilm]

http://s3.amazonaws.com/zzpstorage/instructions/Black+Friday+Rules+2013.pdf

https://www.facebook.com/ZZPerformance/posts/10152011541589634

The rules of the sale were posted beforehand, and all during the sale period. I read them, and understood them, as could anyone.

 

[Preloader]

It was a result of a hectic scramble type holiday sale. I imagine it's hard to mediate the "add to cart" thing, and some more experienced sale-snipers prolly had all the pertinent purchase info pre-filled out, and that's how they were able to complete the transaction under his nose.

That being said, I will defend the OP in his disapproval of the answer he was given. No business should speak to a customer that way, IMO. At the very least they could be apologetic, and try to pave a relationship for future business with him.

I don't blame him for not wanting to deal with them again. And I haven't been overly impressed with ZZP myself.

 

[mitdr774]

It also depends on the exact message that the OP sent to ZZP. If he sent a dickish message to them, they have no reason to try and work with him.

I used to have to deal with customers on occasion at the dealer. Dealing with an unsatisfied customer due their own doing is not easy. I never intentionally told a customer off, but it took a lot to hold back what I wanted to say.

 

[Preloader]

Valid point.

 

[Swordsmith]

Looking at those rules, it's pretty clear what happened. The "sales event" is in the nature of contest, a race if you will. When a sale price is posted, then everyone who is interested tries to get it locked into their cart, but only the first X people can do so. If you're too slow, then you're out of luck.

Sales on various items will be posted throughout the
day. Each sale will be for a limited time and/or
quantity. If the discount/deal does not appear in your
cart in step 6 of checkout, then you have missed
out on this deal and should not proceed with the or
der. We will not be applying discounts to already
placed orders. If the deal appears in your cart on
step 6, then your order wi
ll show the discount when
placed. There will be no exceptions to this rule.

Was Tajaii at "step 6 of the cart process"? or just "in the cart?" Because the price is meant to change immediately when the first X people have successfully reached step 6.

Personally I don't enjoy that sort of game, and didn't attempt to monitor any of the "black friday" sales our vendors had because I'd just be frustrated by them. But that doesn't mean I don't see how they are meant to work.

I think the answer "I understand that most people feel a business is there to serve them. Normally we are. During this, we are not." could perhaps have been worded a little more kindly... but I understand what they are saying. This isn't "customer is always right" time, it's a game, with posted rules, and we aren't going to give the losers free "you tried" trophies. This isn't the self esteem sports at elementary school, contests have winners and losers, and that's how it is and is meant to be.

 

[laborsmith]

The problem with the first several hours (aside from server overload, why does that sound familiar) was the discount was not showing on the checkout page. For the ZZP sale that means you missed but if one proceeded to checkout one got the deal. Later the checkout page worked correctly.

They did extend the sale to add several hours starting at noon on Saturday, which I took as a willingness to be customer oriented. And I am not sure how someone can complain that they cancelled their order and it was cancelled and keep a straight face.


Laborsmith

 

[sonic24740]

I was also on the site all day.. Was working so i was on my phone the site was crazy busy.. either unable to load on my phone or just locked up. I was only able to get threw on sat.

I got the gauge pod for 30% off also
I got the shifter cable clamp for 30% off.

I wish they had put the control arms on sale but they didn't..

 

[$ub$onic]

I was also on the site all day.. Was working so i was on my phone the site was crazy busy.. either unable to load on my phone or just locked up. I was only able to get threw on sat.

I got the gauge pod for 30% off also
I got the shifter cable clamp for 30% off.

I wish they had put the control arms on sale but they didn't..

I waited all day for the control arms