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Review 2/11/2010
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Thanks BBB for helping us consumers.
I am a repeat customer of Cambria.
I was attracted to them as they sometimes have some stock that is hard to find. But, frequent and diverse problems now outweigh that benefit imo. My patience has run out.
V poor website. Emptys your cart every few mins. Reltively minor annoyance.
More seriously, descriptions of products do not always match what you receive. Esp do not believe any weight guidelines. Some components weigh >30% more than Cambria state.
The real problem is the lack of customer service. Getting service is like finding hens' teeth. Cambria ignore emails until you flip, and even once you get in touch, they continue to ignore direct questions.
So far, on the current issue, I have written them 6 emails - I wrote the first immediately I opened the package. They still haven't even provided return address or RA#.
They SAY stuff like "We will gladly help you out in anyway we can." but then persistently fail to do anything at all. They are passing the buck and wriggling to avoid me returning two items which do not match the description on Cambria's website. The first items I wanted to return to Cambria too. I am not satisfied and want to return the unused products. This was an upsell opportunity as I would have bought replacements. But organising a return has already taken hours of effort and days overall even when I contacted them immediately. Even when dealing with the Sales and Operations Manager J.D. - who seems to be no more helpful than the rest of the staff.
So far, Cambria have refused to provide contact info for the owner to allow me to write to them and explain how the staff are throwing away a repeat customer over an issue that would cost Cambria <$20 to resolve MINUS the money they would make on any replacement items I bought - or my future business - which they will now lose - or any business they lose from the fact that I can no longer recommend them. They just seem petty.
I had offered to return the problem items and buy more expensive replacements from Cambria's inventory. But, after the problems with service, I will take my business elsewhere. To avoid the sort of problems I am having, it is my opinion that others would do well to at least consider doing the same.
Jenson's service is great. Outside Outfitters is good. Pricepoint do make mistakes, but at least they will put them right quickly.
Following up on the website issues. Cambria do seem to be trying to improve. Weeks ago I notified them that the links on their contact page for both feedback and suggestions were broken. They are now fixed. Before, you didn't find out they were broken until you tried to send what you wrote - at which point it was lost and you are told the link is broken.
However, the inventory is still sometimes inaccurate. It will list items as in stock, I order and then get told they are not in stock and will ship in 10 days. A time-frame which may not be met. On one item (headset), part of a prev order, I waited weeks to be told they would never get it in as it was discontinued. Hilariously, it was only the COLOUR that was discontinued and the same item in a dif colour could have shipped on day one. They could have shipped the rest of the order... Weeks wasted which delayed that build.
If the site says they have something you can't get elsewhere, try emailing them to confirm if it is *definitely* in stock before you order - don't just let them look on the computer because it may be wrong and it can lead to weeks of delay on the whole order to then find they will never get that item - as happened to me.
To be +ve: If Cambria would fix the website, the inventory, place accurate product descriptions, respond to emails and provide decent customer service in a timely manner, they would be worth considering. That is what I assumed they were like when I found them based on my experience with other US online bike-part retailers. But Cambria's website and service are not in the same league as some of the competition imo. Combined with the problems with product descriptions and incorrect inventory it's a pain. There are other suppliers that don't have these problems. I will use them.
I have given Cambria until tomorrow to provide me return details and confirm they will refund, or a complaint goes in to the BBB in the hope they can encourage Cambria to make some progress.
I'll leave it there. Hope this was helpful. Would be interested to hear the experiences of others.
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