1/5

posted Dec-14-2011

Worst customer service I have had in a while. I do customer service 9-5 Monday-Friday and if I pulled what they pulled I am pretty sure I would be fired.

I ordered a grill on the 28th of November. I stated that this is a x-mas gift for my mom (just so maybe it would cared for a little bit more). I received an email confirming my order and I thought everything was great. I got a little worried when I did not receive an email with shipping information but I have had other companies not provide me with this so I was not overly worried. So on Monday (the 12th) I decided to look into my order. I tried calling and they were not there (not a problem). I sent an email about my order just to see what was going on. I received an email back the next day (good response times) saying the grill I ordered was discontinued and they gave me a link to a "comparable" grill. The grill they linked to was $100 more than the one I had ordered and had one less burner and 100 sq in less of grilling space. I decided to call and speak with some one and express my concerns.

I explained that I understand it was not their fault for the grill being discontinued. I also stated that I should have been notified that it was discontinued and would either need to cancel or change my order (which I was not at least until I checked on the status of the order). I was being very calm at this point. The lady I talked to said "sorry" and said that there is nothing they can do on the price of the other grill. I said that there has to be something that can be done as I am not willing to pay more money for less grill. She said she talked to her manager and I said let me talk to her. I was put on hold for 10 minutes (not an exaggeration) only to have her come back and say her manager is on another line and could call me back. I said I cannot take calls during work and you close at 5:00 and she said that the manager would call me after 5.
At 5 I did receive the call, again I calmly explained to the manager why they are at fault and that they should do something to help me out. I was not asking for anything crazy just for the same price I paid originally. After going back and forth with her for about 10 minutes her only response was we cannot do anything. I called bullshit but she would not budge.

Anyways, I think they are a front. By this I mean that they make it seem like they have good customer service by responding to customers in a timely fashion but when it actually comes to making a customer happy or making sure a customer gets their order they fail. The customer support was extremely unprofessional (I really wish that I had recorded the conversation) and the fact they I was not notified that I would not be receiving my order has led me to write this review. I make sure for any company I deal with I give a review and I try to be as honest as possible.
I would never recommend AJ Madison to anyone ever for anything.

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5/5

posted Apr-06-2011

First off, for the knife I was looking at they were 10 bucks cheaper and shipping was only like 7 bucks. They had everything I needed and wanted.
Second, I actually ordered the incorrect knife and did not realize it until the night before they shipped it. I sent an email which they did not receive and the next day got an email with my tracking number. I emailed asking if my ordered was switched as requested in the last email. Ashley told me they did not get the email and I could send the knife back for the correct one once I get it. I explained that I had emailed the night before but I understood and asked if there are charges for the return. She emailed me back and said that she went to the UPS bin and replaced the order for me!!! I have never dealt with a company that was able to do this after it "shipped". I am so impressed with this company especially Ashley.
Overall with everything I have to say that this is one of my favorite companies to do business with online and will be recommending them to everyone I know looking for anything knife related. Thank you!!

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