AJ Prindle has the WORST customer service. On the website, it states that:
"OUR COMMITMENT TO YOU
Our top priority is your satisfaction. We hope that by bringing together all of these products for you in one convenient place, we will save you both time and money. We strive to offer you complete solutions, a great shopping experience and outstanding service. But you, our customer, are the ultimate judge. Please let us know if we can improve in any area by sending your comments to firstname.lastname@example.org. You can also email us at email@example.com, or call our Customer Care associates toll free any time at 866.774.8278."
In reality, customer service's motto is: I can't do that, I am not authorized to do that, I can't help you. Here is my story...
I order 3 dog first aid kits from them, I used a 10% coupon I received from my vet. After I ordered, no email confirmation, no notice on when items are shipped, nothing. I have to keep going back to the website to check on the status of my order...no big deal, I kept checking and the item finally shipped via UPS. I began tracking my order on UPS.
The box arrived on time, but only 1 out of the 3 items arrived, but I was charged for all 3 of them, and coupon was not applied. I called customer service and I was told that their normal business hours are 8 - 4:30 central time even though the invoice slip says 8 AM - 9 PM. I had to wait and call back tomorrow. AJ Prindle is ready and eager to take your money (sales desk opens longer hours), but if you want help, you'll have to put up with rude people who only work 9 to 5 type hours and will likely not be helpful at all.
I called in the morning, explained my situation to the useless person on the other end of the line. In order for them to ship my other 2 out (which I paid for), I had to fax a letter to them because they need a record of shipping out 2 more items at $11 each. When I asked for expedite shipping, she said NO, I can't do that, I am not allowed to do that. I asked to speak to a supervisor (Brenda) and she gave me the same story. I said this was not my fault, so why should I have to wait another 7 - 10 days for my other 2 to arrive? She said again, not my problem, can't help you, basically, go screw off! When I asked about the coupon, she said I have to mail it in, web coupons are NOT allowed and are not accepted. I asked her then why did it show up in my basket before I clicked submit my order, she said that she couldn't help me and I had to call the webmaster. I said why am I, as a customer have to jump through so many hoops to get it done? Is this what you call customer service? She said YES, a supervisor, admits that LOUSY CUSTOMER SERVICE IS WHAT THEY CALL CUSTOMER SERVICE. Of course, how to get in touch with the webmaster is NO WHERE TO BE FOUND! I called back demanding to know how to get in touch with the webmaster and of course no one knew how. Brenda's "write the webmaster" was nothing more than her pitiful way of brushing off customers because apparently there is NO WAY for customers to get in touch with this elusive webmaster!
My big regret is that I did not print out a copy of the invoice when I ordered, or else I would fight the 10% coupons via my credit card company.
I'd imagine that if everything goes smoothly, your experience may be much differnt, but do not expect to be treated fairly if you ever encounter a problem. Bottom line: DO NOT ORDER FROM THEM EVER UNLESS YOU ARE WILLING TO PUT UP WITH A LOT OF FRUSTRATIONS! I wonder how this kind of company can stay in business.
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