Camping World response was swift and excellent

Question

I ordered a spare tire carrier online from CW. It came within a week to my rural delivery address.
It was missing (from the sealed hardware package) the 4 nuts which attach to the u bolts for assembly.
I saw the flyer enclosed with the packing slip saying to email Marcus with any issues.
I did just that and asked for them to send me 4, 3/8" nuts.
The same day I received a voice mail stating they were sending me another complete carrier and that I didn't have to return the old one due to its low cost (or words to that effect).
I emailed back that I didn't want a new one, had no need for another and I said I just want the 4 nuts....
Another person emailed me saying they had sent me another spare tire mount at no cost. But then I saw they charged me shipping. so another email brought this to their attention and they refunded me the shipping costs.
All in all, all I wanted was the 4 nuts, probably worth a dollar, but CW came through with a complete setup.
All after emailing Mr. Marcus.
So I guess their flyer isn't just advertising hype and it really worked for me.
Bravo for CW!
5outta6

tnriverside · Answer

5outta6 wrote:I ordered a spare tire carrier online from CW. It came within a week to my rural delivery address. It was missing (from the sealed hardware package) the 4 nuts which attach to the u bolts for assembly.I saw the flyer enclosed with the packing slip saying to email Marcus with any issues.I did just that and asked for them to send me 4, 3/8" nuts.The same day I received a voice mail stating they were sending me another complete carrier and that I didn't have to return the old one due to its low cost (or words to that effect).I emailed back that I didn't want a new one, had no need for another and I said I just want the 4 nuts....Another person emailed me saying they had sent me another spare tire mount at no cost. But then I saw they charged me shipping. so another email brought this to their attention and they refunded me the shipping costs.All in all, all I wanted was the 4 nuts, probably worth a dollar, but CW came through with a complete setup.All after emailing Mr. Marcus.So I guess their flyer isn't just advertising hype and it really worked for me.Bravo for CW!5outta6Good news for sure. As it should be.

i_am_still_wayn · Answer

First, they sent you another carrier because they don't have a hardware store in their warehouse to just send you the parts. And besides, they have so little invested in that cheap Chinese product, they can send you another easier!

Secondly, I am not sure why you are praising them. They created a second customer service issue (charging you shipping for the replacement part) while solving the first customer service issue. How many times did you have to contact them to get the whole thing straightened out?

Not sure, but I think it would have been easier for you to just go to the hardware store and buy 4 nuts for less than $1!!!!!!!!

fla-gypsy · Answer

They are trying to improve and are succeeding. It takes time to right the course of a large ship.

i_am_still_wayn · Answer

fla-gypsy wrote:They are trying to improve and are succeeding. It takes time to right the course of a large ship.Lets see.... Home Depot does it right and has from the very beginning.Amazon does it right and has from the very beginning.Lowes does it right and has from the very beginning.There are plenty more examples.I disagree they are trying to improve. They are trying to make as much money as they can at the expense of their customers. They only try when they have to. Otherwise, they would empower lower levels to solve problems. It should not take the CEO of a corporation to solve most of the problems posted on this site and IRV2. Store level management should be empowered, and then district managers. But it seems the CEO has to solve these issues. He is either a very poor manager by failing to empower and delegate or he doesn't care about the customer.

dog_folks · Answer

Good  to hear.

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Camping World response was swift and excellent

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