Phil C.

I ordered a small item from Gatzies, via Amazon.com, for the first time without knowing anything about the company. Won't go into detail but there was a minor shipping problem and then the item was received with fatal damage.

But their customer service was exemplary in every way along with friendly and close to immediate responses. A photo of the damage and packaging was sufficient for them to send out a replacement I'll not hesitate to check with them for any future needs and do indeed recommend them.

Case in point: a few days ago I went to refill three prescriptions. Just a few of the problems:. Would not let me change credit card info. After entering order, site hung. Checked activity list a few minutes later and no order entered. No email received. Tried to re-enter order. Same result. No way to email them about their problems. For hours and hours, their "24/7" Chat said agents busy. Next day I get email from them saying "insurance problems" with the order. No way to contact expect to phone. No email. No chat. Then a "your order has shipped" email comes in! I borrow a phone and call local store. Takes forever to get a person. They cancel the order, as I request. Hooray. Next day, I get more insurance problem emails and if I don't contact them the order will be cancelled. I don't call again. Next day they ship the orders anyway!

Talk about messing up on the basics. (And yes, I moved my prescriptions to another pharmacy. Too bad because I enjoyed interacting with the local store staff.)

I do a lot of surveys, mainly to earn money for charity (I assume it really happens). But I also try to answer honestly. But the designers of many of the surveys have no idea what they are doing. Questions such as "Q: When you come to an intersection do you usually turn right or left?" Or this gem: "Q: Do you agree? (a) yes (b) yes" And yes, these are real examples I have encountered.

If those guys would take a moment to think about what information they need to collect it would make it easier for everyone.

As I wrote directly to trustpilot.com:

"I am pissed because after another site (redacted. Com) sent me here to review them, YOU signed me up for an account without my permission. That would be fine except I have a business relationship with [redacted] and use my real email address with them. YOU not only used that real address but FAILED TO LET ME CHANGE IT to a secondary address!

"Thus is completely unacceptable. My account is cancelled and I hope never to come across this devious and deceptive site again."

Totally NOT a trusted pilot.

Aside from having great prices (and free shipping), these folks have some of the best technical advice I've ever experienced. Whether I need help deciding what product I need and to buy, they are my go to phone call when I have a problem with my pond. Advice and service is impeccable.

I basically use their online site as a catalog. But it's easier to then drive the ten miles to the store. Besides a lot of what I tend to buy there is way too expensive to ship AND to have to wait for. Plus with things like lumber one always wants to pick through the supply rather than have some guy in a warehouse just grab what's on the top of the stack.

I love Amazon and, since I live in a rural area, use them a lot. 98% of the time they work flawlessly. 1.5% of the time they goof but the returns process works out fine. But that last little bit is when there's a minor gaff which can be fixed easily but that fix is not in their playbook. And there's no way to get a message to a customer service person.

Example is a while ago I bought an item which was battery operated (included!) and fairly large. It was also packaged in one of those terrible blown plastic things but nobody noticed that the included batteries, easily visible in the online photos and indeed through the plastic, had been pilfered. The main product was ok but I knew they would send replacement batteries if I could just let them know. But no way to communicate that. So I swallowed the cost of a couple of batteries. I know, not a big deal but what if it had been some larger problem but just as simple to fix?

Bought one of their famous assemble-it-yourself-you-fool pieces of wood furniture. It was delivered in two large and heavy boxes, cleverly packed. There were four large wood pieces all the same shape and size but each with a different set of predrilled holes. Well, they mispacked and included two of one piece and none of another.

One would think this would be easy to solve. Nope. First, the instructions only had part numbers for the hardware, nothing for wood pieces. Second, "missing piece?" online instructions had no way to indicate the problem or request replacement without that part number. I finally hunted and found a way to send an email.

Took them a week to respond and then it kept getting bounced from person to person, most of whom seemed to disbelieve and made me start from the beginning. No one would ever take ownership of the problem saying, "no, that cannot happen." (well, it did)

Finally, after about five weeks the sent the replacement part (actually, they send two of them!). Overall a fine example of arrogance thinking that customers are always trying to rip them off when in truth the opposite could probably be claimed just as well.

After a distasteful episode with another retailer I turned to LuggagePros and they came through. I made a slight error on the online order and called in. A live person answered on the first ring! Bam,,, two minutes later all was in order. And I received my beautiful new PacSafe bag in less than 48 hours. They've earned my business.

The title says it all. I saw on the bank site that my credit card was charged so went to the FOS site and see the product is on backorder and will not even be received by them for "7 to 10 days." This is close to illegal and definitely against bank rules. I cancelled the order and will wait a few days to see if a refund shows up.

Edit 7/17: They must know who I am... correct amount was creditted. Separately, I found the product on another site for the same price, paid $15 additional and had it the next day.