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Terrible customer service - Lack of Morals and Ethics
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I should have read reviews prior to purchasing from Ace Canopy. On August 26, 2014 I placed a simple order for a replacement canopy cover and 6 support legs. The cost is not my issue, but rather ethics or lack of...I had to get the BBB (Better Business
Bureau) involved to get resolution. I finally got a full refund, but here are some key points. BBB: Consumer's Original Complaint : I ordered product on-line, my credit card was charged, yet product has not shipped. I have tried for weeks to reach customer
service in vain. On Aug. 26, 2014 I placed a small order on-line with Ace Canopy. I immediately received a confirmation email with an order number of #61015 for the amount of $109.21. On Aug, 28, 2014 my credit card (AMEX) was charged for the amount of $109.21
so I assumed my order would be processing within the next day or two. On Sept. 2, 2014 I had still not received my email with tracking number nor my shipment, so I placed several calls to Ace Canopy only to have the 4 calls I made dumped into voice mail. I
left detailed information including a return phone number, but I was never contacted. On Sept. 5,2014 I had not received a tracking number for my order, so I placed 4 more calls throughout the day to Ace Canopy only to experience the same thing. All of my
phone calls went directly into a voice mail. I did the same thing, leaving detailed information and wanted to know where my order was. on Sept. 8, 2014 I placed 4 additional calls to Ace Canopy but again, all my calls went directly to voice mail. At noon this
date, I placed one last call to Ace Canopy operating under the name of Abadak Inc. in Georgetown Texas (800-838-3057) and was transferred to a team leader in Palmdale. After close to an hour on the phone, I was no closer to locating my order than when I had
started. I asked to have my money refunded, but was told that it had to be a customer service representative. Several calls were placed to customer service during this call only to be once again dumped into a voice mail system. I wish to have my money refunded
to me and some sort of investigation preformed on Ace Canopy. It is my belief that Ace Canopy is a fictitious Internet business and has no employees or product and is completely automated to take money from unsuspecting customers. The following is the URL
I ordered from: http://www.acecanopy.com/outdoor-canopies-canopy-top-cover---valanced.html The BBB gave Abadak - Ace canopy 2 weeks to reply to my complaint. Here is their reply: We consider him a very valued customer. We are disappointed to see that Mr. B
did not receive her shipment within the 72 hours. However, to provide her with the best customer service possible we have refunded him the entire purchase of $109.21. Our goal is to please every one of our customers. Abadak will do whatever's necessary to
ensure Mr. B is not only satisfied with his product but her opinion of Abadak is repaired. Thank you, Abadak INC. 5651 FM 971 Weir, Texas 78674 Did you note the customer service rep can't get the tense right for MR. or Mrs? My final words to the BBB and Abadak:
My Money was held hostage by this company from August 28, 2014 until October 4, 2014 when I finally received a full refund. After over 50 phone calls over a period of (I have proof from my phone records) 6 weeks and 2 days, I was finally told by customer service
in Palmdale, NOT TEXAS that my order; CAN NOT BE FILLED, Will not be filled and a full refund was granted on 10-2-14. (The credit appeared on my AMEX 10-4-14) Abadak was to have replied to you the BBB by 10-1-14. Their reply is 8 days late! Abadak customer
service reply is written in a manor that infers I was treated as a valued customer when in fact I was treated very poorly! Palmdale's customer service treated me like they could care less what I had ordered. In other words, they were extremely rude to me!
I had tried for weeks to get a refund and was denied. The 72 hours that Abadak speaks of actually turned out to be 1056 hours combined with hours of my time to get my refund! As for my opinion of Abadak? It's clear that morals and good ethics do not exist
in this company. I have never been a customer of theirs nor will I ever be! They are on my "black list" of e-commerce to never be dealt with again! Michael Stein is the owner of Abadak. He should know how his customer service department treats it's customers!
SAVE YOURSELF SOME HEADACHE AND DON'T BUY FROM THESE PEOPLE!!!
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