STEVE ANDREAS
Reviewer
0 helpful votes
Wrong item received, little effort to correct
Really disappointed in the service from this company. We ordered an item, that had a one - two week lead time. When it arrived two weeks later, they had shipped us the completely wrong item in the box. Disappointing, but mistakes happen. What matters is how mistakes are handled. Called customer service, and they said I needed to email. So I emailed and the auto response said someone would respond in 1 - 2 days. I never did receive a response to that email. I called and talked to 4 different customer service reps over a 2 week period. While 3 out of the 4 were pleasant to talk with and professional, there was very little willingness to actually do anything to resolve the issue. That other rep- we will just consider them an outlier. They were the most unprofessional and infuriating rep I have spoken to in a long time. She was very concerned with processing the return of the wrong item, and seemed to totally ignore that I still needed to receive the right item. She said once they had the wrong ($38) item back in their hands then they would look into getting me the correct ($200) item figured out. This is not acceptable, since at this point I was already three weeks and 3 phone calls into trying to correct THEIR mistake. It was never my mistake. This rep also insisted the mistake was the fault of the manufacturer, not them, but that is ridiculous since it was clearly repackaged by GTS and they shipped me an item from a completely different manufacturer. They finally, a week later, decided to send me a shipping label to send my received item to the person who should have received it, and sent them a label to send it to me. So I spend time acting as their shipping employee by repackaging it, taking their terribly scanned and crooked shipping label and image processing it so I could actually print it from my label printer, and shipped the item out. Then I just have to wait and hope the other company actually did the same, but I have no way of knowing since I don't have a tracking number. Finally 4+ weeks after my initial order the item arrived, but long past when I needed it. In the end, it arrived too late for the project, I had to put time in to correct their mistake, and it took over a month to receive it. The result? No offer of any sort of refund, even just for the shipping cost even though they never actually did ship me the right item, that came from another one of their customers who thankfully did actually choose to send the item. I had to down sell my client because the item we upsold them on never arrived before we had to ship the final product out. So now I have an item I don't really need anymore sitting around hoping to need it on a future product, and I lost money because I did the right thing with my client by honoring my commitments, even though GTS didn't. And I spent an obnoxious amount of time trying to get this figured out. GTS is now on our vendor blacklist as we cannot trust this company with future business. Only reason it is 2 stars instead of one is because I was impressed at how easy it was to get a representative on the phone all 4 times that I called, and 3/4 spoke English very well and were professional, even if they were not completely helpful. That 4th customer service rep 100% would not represent my company In fact, they actually sent my this request to review before they even managed to get the correct item in my hands. Edit: Bumped up from 2 to 3 stars since they did reach out and offer to help make it right. Honest mistakes happen in every business, but how it was handled initially was not acceptable. I appreciate that they took ownership of the mistake though, as not every business these days is willing to admit a mistake.
