Ethos Car Care - pathetic customer service - do not buy from them

So.....on a Black Friday Deal, I ordered some a gallon of a product, and some other small items to take me over the 75.00 limit for free shipping. They even have a tracker showing your progress toward the threshold. So, I go to check out, and there's an 8.95 charge for 'overweight shipping'....obviously because the gallon bottle is heavy. I went forward with the order, and sent an email to customer service, explaining that I should not have been charged for shipping, and have purchased a lot of heavy items from Autogeek and Autopia and never had this happen, and requested my card be credited for the shipping. Today, I get an email, stating that because of the discount, it took me below the 75.00threshold, and that's why I do not qualify. There is nothing in their shipping policy, nor in the banner that showed free shipping over 75.00, that spoke to discounts and their impact. I've not experienced such terrible customer service from any site I've ever ordered detailing supplies.

Suffice to say, I canceled my order and sent an email to the owner of the company, Tim Coats. Apparently, he did not feel compelled to reply, at least as of the writing of this post. For the cost of 8.95 shipping, their crappy customer service will end up costing more than that.

 

That sucks. Especially when we are use to how companies like autogeek detailed image and shine supply treat us. Hell shine supply sent me an order that got lost and replaced the order via overnight and included free stuff. shipping mistakes made by fedex technically are not their fault.

 

Needless to say I won’t be ordering anything from them either.

 

That was my point to them....I order stuff from other sites all the time and have never experienced this. Suffice to say, I'll be posting this experience whenever and wherever I can. The fact that the owner of the company thinks this is okay proves he knows nothing about customer service.

 

Agreed. When you order from shine supply the owner personally writes you an email thanking you for the business.

 

Update - just heard from the owner. They're removing the shipping cost and sending me my order. I recommended that they change the free shipping banner to say "total after discounts have been applied"