Classic Industries. Opinions???

Mopar to ya said
I ordered a part and it was wrong. I actually ordered it over the phone. They blamed me for the wrong part, got all defensive instantly, talked over me when I wanted to say something, and refused listen. All I wanted was the right part. When I told her that the customer service was terrible and now instead of an exchange I wanted to return it, she took my name and address and hung up on me. When I called back they asked my name and hung up. I never got the part returned. I wouldn't order a nut from them. They are horrible and I will tell anyone who will listen that they suck.

Hi Mopar to ya,

Thank you for the comment. An incident like you are describing is absolutely unacceptable and not something we tolerate. In a situation like you have described, where a part was ordered in error, our agents are instructed to listen carefully and try to be as understanding and helpful as possible. Most likely a review of the original phone call would be conducted to determine exactly what went wrong with the order. If the error was determined to be the fault of the agent, we would offer an apology, pick up the incorrect item and ship the correct item at no charge to you.

In order to provide ongoing training and maintain a high level of service, we record all phone calls coming into our call center. We review calls with each agent to train them how to provide the absolute best service possible. We also have live monitoring of calls on a daily basis where a supervisor randomly listens in on incoming calls to ensure quality control and the proper handling of orders and customer service issues. Because of these checks and balances, it is highly unusual for something like you have described to happen. Our agents know that chances are high that they are being monitored and scored for performance.

We'd like to make this right. Please PM us here with your customer number, order number and an estimated date and time that this call took place and we will review the call and take any appropriate action necessary. If you still have the part and need to return it, we will work with you to find an acceptable resolution. And, upon review of the call, we will take appropriate disciplinary action if necessary to ensure nothing like this occurs in the future.