John L.
Awesome products, Horrible Customer Service
Awesome products, terrible customer service. I purchases a DJI Mavic Pro FlyMore Bundle on a Thursday. Their website stated that it was pre-order only. However, no where did it indicate how long you'd be waiting for the order to be filled and arrive. Living locally, I selected to pick the item up from their warehouse to speed up the process. I called them the next day, Friday, to find out when I could expect the order to be filled. They said that they'd "have the bundles in early next week." Monday - Nothing. Tuesday - Nothing. So on Wednesday I went in to their local DJI store to find out if my product would ship there or to their warehouse location nearby. I also wanted to see if they had the items in stock in their retail location. The customer service was exceptional at the retail location, albeit those staff members threw the warehouse under the bus by saying, "They are awesome with repairs but Customer Service is not their strong suit." You could say that again. Upon arriving at the warehouse I met with an associate who inquired out back about the product. Once again, I was told they'd be in sometime early next week (now the second week being told this). They also mentioned that they had tracking but no idea when the packages would arrive. That doesn't make sense! I've ordered items direct from China before, and I've always received a tracking number through FedEx or UPS indicating the exact day I would receive the product, and it's always come a day earlier than tracking indicated. If these guys had tracking as they stated many times.. then why couldn't they give me a solid answer as to when the product would arrive?! I was even very understanding about Chinese New Year, and how China Law requires ALL business to suspend for the holiday which delays things a week or 2. But to rope me along and treat me like a moron... I'm not a fan. The manager of the warehouse even told me, "We contacted the financing company and have apprised them of the situation and they're supposed to call you and update you on the status of your order." NO no no no no... When I placed my order, I got an email from YOU.. not the financing company. My order number came from YOU. YOU... are responsible for updating me on the status, not the financing company. Finally.. the following week.... Monday - Nothing. Tuesday - Nothing. I called on Tuesday near end of day to check in on the status and the associate at the warehouse once again told me that they had no idea when the items were coming in. "Other parts are starting to arrive so I imagine it will be soon." I once again expressed my disappointment with the lack of customer service. How I couldn't believe that there was no indication on their site as to when a pre-order would be filled, how long it takes for product to arrive, nothing in my paperwork.. just me, with an item I have already gone through financing for, made payments on that financing, and no clue when I'd be getting the item I'm already making payments for. I didn't appreciate being roped along, and then the associate responded... "Well, we can cancel your order if you'd like." ARE YOU F-ing KIDDING ME?! THAT'S YOUR SOLUTION?! CANCEL MY ORDER?! Finally my order arrived on Wednesday. I received an email to call and make an appointment to pick it up. So I called. The associate who answered the phone said.. very rudely, "If you got an email saying your item is here then just come pick it up." Jesus H... if you guy's can't handle customer service, then get out of the service industry! So I went in to pick up my drone and I guy went out back to get it. They asked for my license which they made a copy of, and had my sign the copy of. The associate asked a co-worker if I was good to go and the response was, "No..." but thankfully the associate working with me ignored his co-worker and let me go anyway. All while this was going on, a third associate was having a discussion about another customer, out in the open loud enough for me and anyone else nearby to hear it, where they were calling a phone customer names and how he is a "pain in the @$$." I want to trust these guys but my trust is now gone. They are HORRIBLE with customer service... and based on other reviews I've seen online, these guys are going to copy and paste the same generic response to cover their @$$. incredibly unprofessional and very disappointing. (Edited after the warehouse supplied comment below: Wow... I never once yelled at ANY employee of yours. Never raised my voice. Never yelled. Nothing... your fabrication here is even more reason why I’ll now never shop with you again. The conversation I had, where your associate said you could cancel my order.. was over the phone. Further putting on full display that you not only understand customer service, but you guys are poor at it. You can’t pass the buck off on Quickspark either. When I placed my order, I didn’t get an order confirmation email from them... I got it from you! Indicating to me that this was in your hands. Your associates stated multiple times that you had tracking... but no one could tell me what the tracking indicated. Lastly... you have some nerve essentially calling a customer a liar.
Response from Multicopter WarehouseMar 28, 2018
John, While we understand the frustration of not getting a product right away, we do know that your description of the events is not entirely accurate. DJI does not give us shipping time estimates, this was explained to you. You were also told that the only way we know when something will arrive is once we receive tracking info on the shipment. We can take guesses based on trends, but that can be very off based on things outside of our control such as DJI being backordered or items getting stuck in customs. When you were in our location yelling at my employee, the only option he could give you is to continue to wait or cancel your order and provide a full refund. I do not copy and paste my responses and based on our reviews, we have a pretty darned good track record of making our customers happy. Another issue is that technically speaking, we did not sell the product to you. We sold it to the finance company. Having been through the finance process, Quickspark would have explained the process where THEY have to approve the order, THEY have to give the ok to give you the product, as the product belongs to them until you have it paid off. We do not have estimated ship times on our website for the reasons I mentioned above, we simply don't know until the products ship from the manufacturer and then we only have 3-4 days notice. I do apologize if you feel you were not treated properly, that is certainly not how I expect our customers to be treated.