Zaino Poor Customer Support

[rogerdata]

I ordered some Z-CS Clear Seal and was suppost to recieve a free applicator.
Although the packing slip indicated that it was packed there was no applicator in the box. i contacted them and was told that one would be shipped and I should recieve it in 2-4 days. I waited over a week and then contacted them again. They inferred that the problem was mine. See the email excerps below. You can draw your own conclusions.

Nick;
I really hate it when people lie to me. I have not received the
missing applicator! You will be able to read about my experience with
your company on the Camaro forums.
Companies that do business this way usually get what they deserve
eventually. Don't expect a reorder from me!

On Wed, Aug 19, 2009 at 1:54 PM , Nick @ Zaino wrote:


Our spoke to our shipping department and they are adamant they shipped
out
your applicator pad. We can send another out today with a
confirmation
tracking number this time so we can show it was delivered to your
address.
I also checked our inventory and it does reflect us shipping you out
an
applicator pad on 8/10/09. Have you checked with all your
family/friends
who may reside at your house? It should have came USPS.

Like I said I will resend another applicator pad with a tracking
method and
I am terribly sorry you didn't receive the second applicator we sent
out.
It wasn't our intentions for you to not receive your item, but as I
said
earlier we do show it left our facility on 8/10/09. We had no idea
you
still haven't received your merchandise.

nick@zainobros.com

Nick;
I am truly sorry you feel that I am trying to put one over on your
company for a $2.50 item.
I live alone and trust members of my family. They would not take this or
any other item from me!
Also I would point out that to date I have never failed to receive
anything mailed to me by USPS, UPS , Fedex or DHL.
Under the curcumstanses at this point I have not used your product so I
am requesting a full refund including shipping, since I am not happy
with this transaction. also if you wish for me to send back this item
then please supply an account number or in some way pay for return
postage. I no longer wish to wait any more time to use this product so
it is no longer an option to send me this applicator. If I do not get
positive response from you within 24 hours I will notify my credit card
company not to pay out and launch an investigation into this
transaction! You have done nothing but imply in your two emails today
that I am some how at fault. You have made one very angry customer! You
certainly need a better customer relation agent.



Thank you for the email. No, I was not blaming you for this transaction,
but I also didn't want you to feel we didn't attempt to reship your
applicator pad after your first request.

I'm sorry you felt I was accusing you when I asked my question. We deal
with multiple customers a day who state they have not received their
merchandise and within 24 hours they quickly locate it. It's a standard
question we ask to make sure it wasn't overlooked somewhere. I am not
calling you a liar nor do I think you are lying over a 2.50 applicator pad.


We appreciate your business and I'm sorry you feel cheated. We have
credited you back the 2.50 cents for the free applicator pad that was to
come with your order.

Have a nice day,

nick@zainobros.com

A credit for the amount of $2.50 has been applied to your credit card.
Please feel free to contact ZAINOSTORE.COM about any questions you might have about
this transaction or order xxxxxxxxxxxxxxxxxxxxxx.



Since you would like to return the full package all you need to do is send
your package to:

Zaino Fulfillment
11221 Strang Line Road
Lenexa KS 66061

Once your package is received we will credit you back for your full
purchase.

Thank you,

Order xxxxxxxxxxxxxxxxxxxxxx has been canceled.
The credit card transaction involved with this order has been canceled.

End of emails

Just to clairify the $2.50 refund to my credit card was reversed and no other refund was received.

I don't think that I should be paying postage to return a product that was not complete and I am unhappy with! So I started an investigation with my credit card company.

If I was treated this way for such a trivial item I would hate for this to have been over something major!

[Nexus6]

1st post is to complain about Zaino ?

What product are you selling ?

How do you like your 2010 Camero ?


And from the Email correspondance , it seems you were being a Dick. I have dealt with zaino for quite some time now,and I have never had a bad experiance.The same goes for a lot of other people here.

[Tecca]

You got that upset over a $2.50 applicator that was supposed to be free.

Why would they refund you the cost of the Z-CS since you did recieve that and in fact is what you paid for in the long run.

I would just settle take some anxiety medicine, get layed, or go take a joy ride in your car.

I think Nick was very straight foward in his replies and don't think he did anything wrong.

[cliffy]

To the casual observer, both sides handled it poorly, but they did offer to make ammends in the 1st email. While they could have handled it better, you seem to have come off as a customer from hell who picks the flysh*t out of pepper. Everyone makes mistakes, I would have let them send me the applicator and used what is universally accepted as a terrrific product.

[glambert1]

sounds like they bent over backwards to be kind to you but you were a little angrier that was justified , sounds like you just gave zaino a pretty good endorsement

[UCI CamaroFan]

Wow, if they received the return package but did not credit you with the refund, then that is fraud.

Btw, you spelt "camaro" wrong in your little info section under your name.

[67 Convertible]

I would not be unhappy with the way Zaino handled this. Seems to me you're just looking for something to complain about with them.

[rogerdata]

I think I failed to make this clear. I contacted them prior to the emails posted and they said they would replace the missing one from the order. I waited a week and nothing. Thats when the emails in my first post started. Instead of giving me a hard time and implying that I was somehow at fault (didn't know I had recieved it, ect.) they should have just said sorry we will send one.
I am not looking to complain but I do expect that I get what was offered. I also don't think that after waiting for the product then waiting for a pad that was promissed then not recieved, that I should have been happy with this transaction!

And for the record I sell nothing. However I was in retail many years ago and I would never have told a customer that i sent something and then accuse him of not knowing he recieved it.

[Gib]

I've been a Zaino customer for thirteen years and no problems. Way to much anger over a free applicator pad.

[Nexus6]

Originally Posted by rogerdata

However I was in retail many years ago

So then you should know Customers lie all the time.I've had people say to me that they woke up and their phone did not work,Poof like magic it was not working.After I opened it up and water came pouring out of it ,that's when they fessed up with the truth.I also had a video camera where the customer was irate because he bought it 2 months ago and now it is not working. All 5 of my bosses were up my butt to get this fixed ASAP.I found water damage all over it,The customer got even more pissed saying it's never been anywhere near water.Well,I got the video tape out of it and popped it in the Hi-8 player i had on my bench.LOW AND BEHOLD, HE'S ON A BOAT!!.Not only was he on a boat, but i see the wave of water come crashing onto him and the camera.After showing him this,he quickly changed his tune and agreed to pay ALL of my labor and parts fee's.


They more than likely keep a VERY tight account of their inventory,and shipping records. And roommates/family have been known recieve mail and forget to give it to the person it was addressed to.

[rogerdata]

Nexus6 Do you work for Zaino? I can buy this type of applicator for less than 1 dollar locally!
It is the principle here not the price. I was lied to! They said they shipped a replacement and they did not! If they had I would have it. So over a less than $1 item they have lost a good customer. I say that money wise since I have purchased over $150.00 worth of car care products since this started. Too bad I will not see the Great Ziano products results on my car but I refuse to do business with a company that will imply that a customer is trying to cheat them out of a less than $1 (their cost) item!

[SSOOCH]

Even if the OP is a dick and is trying to rip off the company, Zaino's products are crazy expensive. You think they'd send him five applicators just to shut him up and provide customer service, even if they know they're being took. Golden Rule of Business....."The customer is always right" (even if you know he isn't)

[ljustin293]

I see nothing wrong

I had a problem with a discount on their bucket and emailed them and it was resolved the next day. Zaino is the best out there..hands down!

[Nexus6]

Originally Posted by rogerdata

Nexus6 Do you work for Zaino? I can buy this type of applicator for less than 1 dollar locally!
It is the principle here not the price. I was lied to! They said they shipped a replacement and they did not! If they had I would have it. So over a less than $1 item they have lost a good customer. I say that money wise since I have purchased over $150.00 worth of car care products since this started. Too bad I will not see the Great Ziano products results on my car but I refuse to do business with a company that will imply that a customer is trying to cheat them out of a less than $1 (their cost) item!

No,I do not work for them,and you said it yourself,All this over $1
.Personally for me,the email or the phone call wasn't worth the $1.All he did was ask you to check with other people that live in your home to see if they had it and forgot to tell you.He then stated he would send another WITH TRACKING,to make sure you got it this time (the third time).

So yeah,an email,a phone call,a posting on a forum, is not worth $1 for me.