E-mailed Marcus - no response
Last Thursday I e-mailed Marcus about my experience at CW Albuquerque. I expected to get a reply to my e-mail - not from Marcus, but someone on his staff. I have not heard back from anyone so I am posting here on the forum. I am including a portion of my e-mail here in hopes that I will hear from someone with CW.
On 27 August we visited Camping World Albuquerque. We purchased several items including a ladder mount bike rack. ($39.99) We did not check inside the box to make sure the ladder was in good shape and if it had everything with it. That was a mistake. When we got back to where we are staying - Kirtland AFB (which is on the other side of Albuquerque from CW) we opened the box to find that the protective coating on the rack is split and that the bolts for the ladder are missing.
We were also offered to extend our Good Sam membership for a year free. Of course, we took advantage of this. The receipt shows the purchase at $25.00 and then shows $25.00 credit. This was quite a pleasant surprise & much appreciated.
Today (12 Sept) we finally had a chance to make it back to CW ABQ to exchange the bike ladder. This time we checked the box. Now, we had a shopping basket full of other items to purchase along with the EXCHANGE.
I was shocked when the cashier said that the bike rack was a RETURN & that we were only going to be credited partially for the rack that we brought back due to the fact that we had used a $25 coupon on the original purchase.
1. This was defective merchandise - we were making what should be an even exchange. Not re-charged for the ladder that wasn't defective.
2. The $25 credit was for the membership and was offered at the time of checkout on 27 August. Not a code we had from an e-mail or anything.
The cashier & I went round and round about this. She let me know that she was going to fix it but that she was correct about the coupon. I explained myself again. She explained herself again. I asked for a manager. She said that wasn't necessary as she was not charging for the new bike ladder. There were other people waiting to check out so I decided to let it go.
Now, looking at the receipt it says Item Refunded - NOT SATISFIED then shows the credit of $39.99. No - the item was defective.
As stated, we purchased other items. One cannot go in to Camping World store & not come out with more than what one had gone in for!
We purchased TYRE GARD covers as they were on sale BUY ONE GET ONE. (T01 00015778) $32.99 What I missed during the checkout was that they did not ring up correctly. We were charged for both. We did have a COUPON CODE from a CW e-mail for $10. Our total came to $127.78.
I did not get the cashier's name. All I have is on the bottom of the receipt STORE 0039 / REG 2 / CASHIER 013970 / TRANS. 39638 / DATE TIME 09-12-13 10:19
Neither my husband or myself wanted to drive back to CW. My husband thought it wise that he call CW ABQ to see if a credit could be handled over the phone. He thought he should call because I was still simmering and this just added to my aggravation.
(We also bought 2 drink holders (T01 00004176) - that I think we might have been charged incorrectly for - rang up $6.29 each - I thought they were cheaper than that - I thought they were under $5 each. Online shows $5.75 each)
When my husband called, he spoke to Aaron and explained about the Tyre Gard ringing up twice & not showing as Buy One Get One. He asked since we were some distance away if the credit could be done over the phone. Aaron said he would need to check and would call Vince back.
Now, the credit - according to my calculations should be $32.99 for the Tyre Gard plus 6.0625% tax.
When Aaron called back we were at the Commissary on base. My husband told me that Aaron said the credit could be done. When my husband found me he told me the credit would be for just UNDER $30! BECAUSE WE HAD THE $10 COUPON CODE! Due to this we are NOT getting the full credit for this?!
I do NOT UNDERSTAND THIS! It is raining and areas around ABQ are flooding - due to this I am not driving back to CW ABQ to get this straightened out.
Marcus, I would not be e-mailing you about any of this if we had been credited for the Tyre Gard correctly.
Right now, the credit - no matter what amount - has not shown up on our credit card account.
Could you have a member of your staff contact us about this? The cashier at CW ABQ does need to have some customer service training. Also, due to the mistake being made during the check-out with the Tyre Gard, we should be credited for $32.99 + tax - there shouldn't be any money deducted from that because we had $10 off. We purchased more than just the Tyre Gards. The original total being $127.78. The total should have been $92.79.
If someone from your staff wants to call us, that would be fine. Our cell #s are: and I included our cell #s in the original e-mail - don't want to post them here.
I appreciate you having someone from your staff looking in to this matter for us.
And that was my e-mail sent to marcusvip@goodsamfamily.com
I know now I should have insisted on a manager right there on the spot but didn't. The credit finally did show on our credit card. It was for $29.63. And I should have looked at the receipt right then & there while in the store. I was so frustrated that all I could do was get out of the store and try to calm down.
If someone from CW would be kind enough to contact me and assist me in understanding how the exchange system works with CW I would appreciate it.
Thank you.
On 27 August we visited Camping World Albuquerque. We purchased several items including a ladder mount bike rack. ($39.99) We did not check inside the box to make sure the ladder was in good shape and if it had everything with it. That was a mistake. When we got back to where we are staying - Kirtland AFB (which is on the other side of Albuquerque from CW) we opened the box to find that the protective coating on the rack is split and that the bolts for the ladder are missing.
We were also offered to extend our Good Sam membership for a year free. Of course, we took advantage of this. The receipt shows the purchase at $25.00 and then shows $25.00 credit. This was quite a pleasant surprise & much appreciated.
Today (12 Sept) we finally had a chance to make it back to CW ABQ to exchange the bike ladder. This time we checked the box. Now, we had a shopping basket full of other items to purchase along with the EXCHANGE.
I was shocked when the cashier said that the bike rack was a RETURN & that we were only going to be credited partially for the rack that we brought back due to the fact that we had used a $25 coupon on the original purchase.
1. This was defective merchandise - we were making what should be an even exchange. Not re-charged for the ladder that wasn't defective.
2. The $25 credit was for the membership and was offered at the time of checkout on 27 August. Not a code we had from an e-mail or anything.
The cashier & I went round and round about this. She let me know that she was going to fix it but that she was correct about the coupon. I explained myself again. She explained herself again. I asked for a manager. She said that wasn't necessary as she was not charging for the new bike ladder. There were other people waiting to check out so I decided to let it go.
Now, looking at the receipt it says Item Refunded - NOT SATISFIED then shows the credit of $39.99. No - the item was defective.
As stated, we purchased other items. One cannot go in to Camping World store & not come out with more than what one had gone in for!
We purchased TYRE GARD covers as they were on sale BUY ONE GET ONE. (T01 00015778) $32.99 What I missed during the checkout was that they did not ring up correctly. We were charged for both. We did have a COUPON CODE from a CW e-mail for $10. Our total came to $127.78.
I did not get the cashier's name. All I have is on the bottom of the receipt STORE 0039 / REG 2 / CASHIER 013970 / TRANS. 39638 / DATE TIME 09-12-13 10:19
Neither my husband or myself wanted to drive back to CW. My husband thought it wise that he call CW ABQ to see if a credit could be handled over the phone. He thought he should call because I was still simmering and this just added to my aggravation.
(We also bought 2 drink holders (T01 00004176) - that I think we might have been charged incorrectly for - rang up $6.29 each - I thought they were cheaper than that - I thought they were under $5 each. Online shows $5.75 each)
When my husband called, he spoke to Aaron and explained about the Tyre Gard ringing up twice & not showing as Buy One Get One. He asked since we were some distance away if the credit could be done over the phone. Aaron said he would need to check and would call Vince back.
Now, the credit - according to my calculations should be $32.99 for the Tyre Gard plus 6.0625% tax.
When Aaron called back we were at the Commissary on base. My husband told me that Aaron said the credit could be done. When my husband found me he told me the credit would be for just UNDER $30! BECAUSE WE HAD THE $10 COUPON CODE! Due to this we are NOT getting the full credit for this?!
I do NOT UNDERSTAND THIS! It is raining and areas around ABQ are flooding - due to this I am not driving back to CW ABQ to get this straightened out.
Marcus, I would not be e-mailing you about any of this if we had been credited for the Tyre Gard correctly.
Right now, the credit - no matter what amount - has not shown up on our credit card account.
Could you have a member of your staff contact us about this? The cashier at CW ABQ does need to have some customer service training. Also, due to the mistake being made during the check-out with the Tyre Gard, we should be credited for $32.99 + tax - there shouldn't be any money deducted from that because we had $10 off. We purchased more than just the Tyre Gards. The original total being $127.78. The total should have been $92.79.
If someone from your staff wants to call us, that would be fine. Our cell #s are: and I included our cell #s in the original e-mail - don't want to post them here.
I appreciate you having someone from your staff looking in to this matter for us.
And that was my e-mail sent to marcusvip@goodsamfamily.com
I know now I should have insisted on a manager right there on the spot but didn't. The credit finally did show on our credit card. It was for $29.63. And I should have looked at the receipt right then & there while in the store. I was so frustrated that all I could do was get out of the store and try to calm down.
If someone from CW would be kind enough to contact me and assist me in understanding how the exchange system works with CW I would appreciate it.
Thank you.
