1/5

posted May-07-2008

"DON'T ORDER FROM JACKS SMALL ENGINE, JARRETTSVILLE, MD!

I placed an order over the phone with Jack's. When I received it after a long wait, it was the wrong part. I called to return it, when they sent the check it was half of the amount I paid. I called to complain, the man hung up on me when I was in the process of explaining. They are a bad company to deal with! BEWARE!"

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2/5

posted Jul-23-2010

"I ordered 4 blades for a string trimmer. Credit card charged immediately. One month later, still no blades. One Month!!!

When I ordered, they had two in stock and two back ordered. A week later they had 3 in stock and one back ordered. 4 weeks later they still had 3 in stock and 1 back ordered.

Why in the world they choose not to sent the stock parts immediately and the back ordered ones as they get them is beyond me.

Currently pursuing a refund. We'll see what happens.
---------
So I had sent an email to customer service indicating I wanted to cancel the order and for them to refund my credit card. I got this in reply to that request:

"sir, your part should be in next week. thanks for your patience."

I reply that is what they said last week. I had sent them an email on 7/12 asking when it would ship and they said early next week. I ask again for a refund of the whole order and I get :

"I went ahead and cancel the part for you. I am sorry for any incontinence I can only tell you what the manufacturer is telling me. I hope you have a nice weekend."

I guess they just cancelled the back ordered part. Ok, whatever. Not sure what the strange use of "incontinence" is supposed to imply.

At any rate, at the same time this is occurring, the CEO emails me and says he had it partial shipped. Sure enough, it was and it appears he's the only one that can expedite. The 3 in-stock parts did arrive and the card was credited the one part about 5 days after the email exchanges.

Moral of the story here:

Jacks small engines policy on back ordered parts is flawed in two ways. They should not charge a credit card for a part for which they can not provide an ETA. Secondly, if within a couple weeks they still have the part back ordered, they need to rework the arrangements with the customer rather than let the back ordered parts delay the entire order for some unknown amount of time.

One customer side, for a small trivial back ordered part like a string trimmer blade, don't wait more than a week.
"

This review was modified by juikol on July 30 2010 08:10:56 AM

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5/5

posted Aug-09-2007

"I have ordered from this merchent for years, I have never ever had a problem. They always answered my emails and sent status updates on my orders. "

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2/5

posted Jul-02-2010

"TERRIBLE customer service after the purchase. FORGET ABOUT RETURNING ANYTHING!

I've emailed them about returning an unused part because I, admittedly, ordered the wrong cable for a lawn mower.

They NEVER replied to my email(s).

Right now, I have been on hold for over 15 minutes waiting for the "returns department" (Press 3 for returns, per their phone system) Someone finally picked up the phone, only to tell me THEY CAN'T HELP ME, and didn't know why I was transferred to them.

I was transferred again, and now have been waiting more than 10 minutes again.

Stacy finally answered the call, after my being on hold for more than 25 minutes.

I doubt I will use them ever again.



"

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5/5

posted Sep-13-2011

"was what ordered. fast delivery, good price, will use for future needs and tell others"

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1/5

posted Jul-06-2010

"I ordered some parts for a Toro string trimmer from Jack's Small Engines on April 27 2010. They confirmed it right away with an email. They sent me an update email on May 3rd stating there were some out-of-stock parts (or part, they didn't say what was out of stock). They said it would be possibly 3—5 business days before it ships.

After three weeks of waiting (5/17/2010) I sent an email and requested that my order be cancelled. They replied the next day and said I would need to call them to cancel. Apparently, they are more than willing to take my money over the internet but just try to cancel an order. They also could have given me the phone number so I wouldn't need to look it up. (Another indication that their customer service needs help).

It turns out that I didn't need to look up the phone number because I received another email the next day stating that everything was ready to ship except some cheap hose clamps. they were willing to ship what they had if I wanted them to do so. I emailed them back and asked them to send what they had and just forget about the clips. I thought the wheels of progress were finally moving...

On June 13 (almost four weeks later) I needed to send another email asking where my order was. Would I get it by the end of this summer? Or would I need to wait until next summer before they could finally send it. I received a reply on June 15. They will cancel the hose clips and send out my order by the next day. I'm not going to get my hopes up this time.

On June 26 I received another email with a copy of my order stating that once all my parts are recieved in their warehouse that the order will be shipped within 24 hours. This is strange since I was told previously (5/19) that everything was in except for the clips and they were being cancelled.

I waited some more hoping that perhaps they were actually doing something about my order since they sent me an update without me having to ask them what was going on.

On 7/3 (I think) I went on their website to check the status of my order. No change. I sent a message through their website asking again where my order was. They replied on July 6 that they cancelled my order and that I have been credited. So apparently they can cancel my order by email but I need to call them if I wanted to cancel. Seems like a double standard.

After ordering probably well over 100 items over the internet this has been by far the absolute worst experience I've had. They are totally incompetent when it comes to servicing the customer. Please use extreme caution if you decide to use this company. Obviously I will never try to order anything from Jacks Small Engines again."

This review was modified by gdjohnson on July 06 2010 08:30:48 PM

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1/5

posted Aug-06-2007

"Ordered parts from Jacks, got order confirmation and credit card was immediately charged. Nothing from Jacks for two weeks, called and was told they had not received a ship date from manufacturer. Same answer week three, four and fifth. They could not say if manufacturer had received their order. I then cancelled order after five weeks. E-mail to company was never responded to so don't waste your time with that. When order was cancelled, I was told I would receive a credit back to my VISA card. After a week, I still have no credit back. I will never order from this company again and would advise others to do the same. Very dissatisfied. Worst experience ordering anything from the internet."

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4/5

posted Sep-11-2011

"Overall, a good supplier. I was concerned of the delay to obtain such simple items such as washers and locking clips/pins. These had to be shipped from elsewhwere to the supplier, delaying my total order. I did receive my entire order in 10 days."

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5/5

posted Sep-13-2011

"Good store. I order often and have not had any major issues. "

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5/5

posted Jul-21-2011

"Jacks Small Engines is a very well run company. Every time that I need repair parts they are my "GO TO" supplier. If the parts are out of stock they let you know when to expect them and readily respond to any questions that I have about my order. I have returned stuff in the past and they graciously took them back and sent me a refund. Thanks for being there. MARK PERRY"

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