Supermediastore Customer Service is Horrible

[JamesConnolly]

While their products may be fine, their customer service is awful.

I order very frequently from supermediastore for my business. Through my recommendation, several of my colleagues do as well. Never had a problem before. My orders aren't very big, usually about 150-250 dollars an order - which is every 50 or so days. But we are consistant.

Lately, they've been dropping the prices the day of the order. This last time, I called, because they just sent it for shipping and then dropped the price of the primary product. It was only a meager amount of about $11 or so, but I wanted to see if they'd do a price difference for us. We hadn't even got the product yet and this situation has happened the last three times for sure, maybe more.

I sent them an email. Which was returned to me with a number to call. I called the number and the customer service rep was less than helpful. She stated that only Curtis could help me and he's busy. Try back later. I re-sent my email. Nothing has happened, this would be the third day now. I've already warned a couple of the people I recommended this to. One, who had recently order and was in need of a new order has already contacted them stating he wouldn't be ordering until this matter is resolved. That didn't move them either. Now...granted this isn't over a lot of money. However, if repeat customers who spend a decent amount a year are treated with disdain and ignored - how will you be treated over a serious issue as a one time customer?

I posted a review, but since I reviewed them in the past - it's still on page 39.

Here is a link to my updated review:
http://www.resellerratings.com/selle...#comment288645

[JamesConnolly]

Wow. I'm on the phone with customer service right now. I didn't quite catch her name, I think it's Stacy. One of the rudest person I've ever spoke to. She keeps interrupting me and now put me on hold.

She wants to know why I want to speak with Curtis (because a few days ago they told me he was the only one who could help) and then wanted to know who said that. He's on the phone with another customer.

This "curtis" fellow is very busy. Too busy for customers. I guess I have to find a new supplier.

[JamesConnolly]

I finally got ahold of Curtis. He was pretty nice and understanding and had no idea what was going on.

He hadn't received any of the emails or messages and seemed concerned that his staff had not followed up on this. He gave me my credit and I'm pleased, though he titled it a 'courtesy credit' because they don't normally credit after an order has been placed - but that system is being implemented in the future.

All and all - ok

[ruthbaker]

Originally Posted by JamesConnolly

I finally got ahold of Curtis. He was pretty nice and understanding and had no idea what was going on.

He hadn't received any of the emails or messages and seemed concerned that his staff had not followed up on this. He gave me my credit and I'm pleased, though he titled it a 'courtesy credit' because they don't normally credit after an order has been placed - but that system is being implemented in the future.

All and all - ok

No... they are not "okay"... they are their own worst nightmare.


I posted a negative rating with the company several days ago, and since then, many more negative ratings have been posted here.

In short, their customer service is horrific. The monies have been deducted from my account, but I haven't received any product. Remember that statement. The monies have already been deducted from my account 6 days before these two emails (2 of many emails)

~~~~~~~~~~~~~~~~~~~~~
-----Original Message-----


Dear Customer,

For some reason you order did not get process. If you still want the
oder,
we can process tomorrow. Please let me know. Sorry for the
inconvenience.

Thank you,
RMA Dept


~~~~~~~~~~~~~~~~~~~~~~~

From: ~ruth~
Sent: Wednesday, April 18, 2007 2:45 PM
To: Daniel C
Subject: RE: http://www.resellerratings.com/store/Supermediastore

Let me see... in fact.. for some reason my order did not get processed
TWICE--but if I still want it, you can send it tomorrow?


Yes, send it tomorrow, but only on the condition that if USP doesn't
acknowledge acceptance of this parcel within 24 hours, I contact the
California Attorney General for false representation.

Yes... ship under those circumstances, and only those circumstances.
No added fees, no added shipping expenses... no wrong shipments... no
shipments not processed... but with the understanding that...

"If you still want the oder, we can process tomorrow. Please let me
know."

Today is April 18, 2007 at 5:44 p.m. Central time.

Ruth Baker


~~~~~~~~~~~~~~~~~~~~~~

Date: 4/18/2007 15:56:32 -0800
From: "Daniel C" <daniel@linkyo.com>
To: "'~ruth~'"
Subject: RE: http://www.resellerratings.com/store/Supermediastore All headers
Dear Customer,

Yes, again I do apologize for inconveniences.

Thank you,
RMA Dept


~~~~~~~~~~~~~~~~~~~~~~~~

Date: 4/19/2007 11:17:20 -0800
From: "Curtis Brown" <curtis@supermediastore.com>
Reply-to: <curtis@supermediastore.com>
To: "'~ruth~'"
Subject: RE: status please 1110407 All headers
Hi Ruth,

Due to a system upgrade, there was a minor glitch which caused us to have to
cancel several orders. As such, your order has been cancelled and funds have
not been deducted from your account.

We apologize for any inconvenience this has caused, and hope this
information proves helpful.

Regards,


Curtis Brown
Customer Service Supervisor
Linkyo Corporation
17936 Ajax Circle, City of Industry, CA 91748
P 1.626.363.1490 # 139 F 1.626.363.0100
www.SuperMediaStore.com


~~~~~~~~~~~~~~~~

Now... they still have my money, and I don't have a product. but I have a written agreement that they will ship or I will file a complaint with the Attorney General of the State of California for fraud.


I filed that complaint complete with bank statements, emails, and the chronology of events. I recommend that others who have had similar experience to the same.

Fraud is fraud and it is punishable by law under the codes in the State of California, and taking money with a written guarantee of delivery then purposefully not delivering.. ... they don't need to be in business.

~ruthbaker~

[frostbitetwice]

I have never understood this kind of careless. When a problem occurs you pick up the phone and call the customer and make it right. Apparently their do not care if they have good or bad service. This company may have to die. GL.