Complaint Review: getrung

I too had an experience with getrung.com that Id like to forget! Since the owner told ebay I was threatening to commit slander against him when I mentioned I would leave negative feedback for poor customer service (yes, really), I have decided to simply cut and paste our e-mail exchange so you can judge for yourself.

To set it up, I bought a rubber mat from getrung on ebay, and never received any e-mail communication from the seller after the purchase. A simple email request for a tracking number turned into a hailstorm of e-mails and getrung ultimately cancelling the transaction against my will. Stay away from this company for your own sanity! (Names removed to protect all involved)

Me: Dear getrung, Hi, Just wondering if this shipped yet, and if so, what is the UPS tracking number? Thanks

GR: shipped tuesday, check for the email from ups that evening, maybe in your spam folder. will arrive this tuesday.

Me: If it went into my spam folder, it's been deleted. Please send the tracking number to me. I know you state it will arrive on Tuesday, but if I need to take time off work, it will come in handy so I can know if there are any exceptions... Thanks.

GR: please submit a tracking info request via our contact us page on the site and our ops center can respond to you. thanks,

Me: So you were able to look up the tracking two emails ago enough to tell me it will arrive on Tuesday, but not provide the tracking number even though that's what was requested. And now you want me to go to a web site which you did not specify and submit a formal request? Great customer service buddy.

GR: gee, thanks. sorry you think so little of us. ever cross you mind that the information you desire is in a different business location??? you don't need to be a jerk to get support, just use the systems that are in place. thanks again.

Me: Let's see who the jerk was first. I politely asked you for the tracking number. Instead of providing it like a good seller would, you assumed incorrectly that it was in my spam box. After you looked up the tracking, you refused to provide the number. I guess in your world, "business locations" are so far apart that a simple email or phone call can't obtain the information you've already obtained once before and been requested for multiple times. Your smug replies are amusing, but I'd much prefer the tracking number. I'll give you one more shot at it...

GR:

1) I don't have it, I simply can see what day you ordered and time and from that I know when it would have shipped and based on where you are when you will get it.

2) I politely asked you to request it via our site, which is the way we operate

3) now this?

have a little common sense and you won't waste more of your own time. If you just request it via the manner we stated, you likely would have had it by now. I can't do what I am not able, no matter how badly you think of me or our company. I have explained to you a simple way to get it, but instead you feel the need to insult me and us instead. I really don't appreciate that. If you need the tracking number, please request it via our website, the contact us page, the email support section, tracking info option. www.getrung.com/contactus.com thank you.

Me:

1) Your link does not work.

2) Please provide the correct web address.

3) In an act of exemplary customer service, perhaps you could submit the request for me on this site that only you are able to access, given the enormous debacle you've turned this into. By the way, I don't appreciate you speculating when an item will arrive without viewing the actual tracking information. A large corporation like yours should know that UPS has shipping exceptions all the time... Waiting...

GR: sorry, here: http://www.getrung.com/contactus.html

Me: (submits request on web site)

GR: HERE IS THE UPS TRACKING NUMBER FOR YOUR ORDER. 1ZXXXXXXXXXXXXXX THIS WAS SHIPPED 1/26 AND SET TO ARRIVE 2/2 THANK YOU GETRUNG.COM

Me: Thank you. That wasn't that hard, now was it? Hard to believe such efficient service could come from such a huge corporation like yours... ha.

GR: I am sorry, but this is not [name removed], he is the owner of the company. I am [name removed] in our operations center. Is there an issue I can help you with? let me know, thanks.

Me: Yes, you can tell [the original correspondent] that taking the five seconds to fill out the form on his web site HIMSELF would have spared him a negative feedback and all 1 star DSRs, but since he preferred to waste both his and my time, and was too lazy and smug to provide even rudimentary customer service, he will get exactly that.

GR: I am sorry you are so bitter over this, not sure what the issue is to make you so wrathful. Did we not ship out the product exactly as committed for exactly the price you expected? you are really going to be that vindictive based on the owner not fill out a form for you (that I did ask him and he did say he directed you to that and it pretty much just pissed you off). Sorry but that is our process to ensure that emails come from the customer and we are able to respond to them directly. I guess you can do what you want and we cannot stop you, but I don't think we deserve you doing all that. If you are simply going to go that route, we would jsut assume eat the shipping costs, intercept the package, and refund your money. We don't have the need or desire to work with people who are simply hell bent on ruining others. I'll wait until the end of day sunday for your response before I request UPS to return the product and then file with ebay to undo the transaction and then refund your money. So I prefer you not waste more of either of our time as well, please simply advise us if you are going to be honest about the entire transaction (and generally being a good person) or you are going the hell bent route and we'll take care of the rest.

Me: It's funny to me how much of an ordeal this order has already been. And how absolutely sure you are of the soundness of your policy. How does submitting that insecure web form assure you any more that I was the requester anymore than Mr. Smith himself typing it in and relaying it to the same email he's been wasting time bantering back and forth for the past 48 hours?! Keep that package coming bud. I don't expect there to be problems with it since you say it shipped on time and the vast majority of your customers have good things to say. I guess if inquiring about tracking and calling a seller out on poor customer service to warn other potential buyers makes me "vindictive" and "pissed", there's not much I can say to change your mind. The negative and poor DSRs will only be geared toward poor customer service unless there are other problems which I don't anticipate (should I?) PS - this would be your cue to "make things right". And no, I'm not asking for money, but maybe a apology that doesn't begin with "I'm sorry you're so bitter!" Lol...

GR: after consulting with [the owner], we have decided it is in everyone's best interest to cancel the transaction in full. We have canceled the purchase on ebay (ebay has sent you a notice to confirm this), we have refunded your payment in full, and we have placed an intercept on the package to return to us. Thank you.

Me: I did not want a refund, and you supposedly gave me the option to cancel the transaction or not. I told you not to, but you did it anyway. You certainly do reserve the right, but to do so after pretending to give me a choice is, again, horrible customer service. But what should I have expected, right?

GR: no, you brought this on yourself, and as I stated, after consulting with the owner, WE agreed on this route. Just being up front and honest as we always are. We did everything we could for you and all you did was threaten us. So why would we complete this??? have a nice day, please do not respond, and take your business elsewhere.

Me: And I will be up front and honest as I always am. I am well within my right to leave negative feedback when I receive horrible customer service. It is not slander because it is the truth. And I am within my right to continue to respond as long as you keep emailing me. I am saving each email you send so I can publish this exchange on several web sites in its entirety. Sorry if that's a threat you do not like, but you brought it upon yourself, and they are your own words. Not slander. So please feel free to respond, or not. It only demonstrates your immaturity as a person and company.