Poor customer service
We have been members of Camping World and Sam’s club since 2004. On May 19, 2017 we ordered a Roadmaster Universal Tow Dolly with Electric Brakes. Part number 42252. The item was shipped from the Bakersfield warehouse via XPO Logistics to San Luis Obispo, CA. XPO has a warehouse in San Luis Obispo, CA.
I received a telephone call from XPO Logistics on May 22 advising me that XPO could not deliver the tow dolly to our home as the driver would have to back the truck to our home. The owner of XPO said he would meet me at his warehouse anytime over the Memorial weekend. On Friday, May 26 my wife called XPO and asked what time we could pick up the dolly. The owner said he would not meet us during the Memorial Day weekend but would load the 600 pound crated dolly on my truck Tuesday morning at 7:30 AM. I arrived on time and the dolly was loaded onto my truck.
We then left shortly thereafter for our prepaid month long stay in Northern California with me driving the RV and my wife following in her vehicle to the campground and the return trip home because I did not have time to assemble and try out the new dolly. During that time we discovered we had purchased the wrong dolly for our needs.
On our return home my wife spoke by telephone with several Camping World customer service representatives. She was told we could not return the dolly to the Bakersfield or Gilroy stores nor could we return it to the Bakersfield warehouse but they would check on return shipping fees.
To say she was treated poorly is an understatement. She was left on hold several times for up to 30 minutes before out of frustration she hung up. It has been nearly two weeks and we are now told that the shipping cost to return it is double what it cost to ship it to us. Rather than pay this exorbitant shipping fee of $400+ we said we could drive it back but now we do not have an answer of where to take it to and if there will be charges involved in doing so.
My wife politely said that this is not the kind of customer service we feel Camping World and Good Sam Members should be dealt. We have been driving around with this huge 600# box in the back of our truck for almost two weeks now to no resolve. We want a resolution to this situation before another week goes by.
John Gajdos, Good Sam #57248148
I received a telephone call from XPO Logistics on May 22 advising me that XPO could not deliver the tow dolly to our home as the driver would have to back the truck to our home. The owner of XPO said he would meet me at his warehouse anytime over the Memorial weekend. On Friday, May 26 my wife called XPO and asked what time we could pick up the dolly. The owner said he would not meet us during the Memorial Day weekend but would load the 600 pound crated dolly on my truck Tuesday morning at 7:30 AM. I arrived on time and the dolly was loaded onto my truck.
We then left shortly thereafter for our prepaid month long stay in Northern California with me driving the RV and my wife following in her vehicle to the campground and the return trip home because I did not have time to assemble and try out the new dolly. During that time we discovered we had purchased the wrong dolly for our needs.
On our return home my wife spoke by telephone with several Camping World customer service representatives. She was told we could not return the dolly to the Bakersfield or Gilroy stores nor could we return it to the Bakersfield warehouse but they would check on return shipping fees.
To say she was treated poorly is an understatement. She was left on hold several times for up to 30 minutes before out of frustration she hung up. It has been nearly two weeks and we are now told that the shipping cost to return it is double what it cost to ship it to us. Rather than pay this exorbitant shipping fee of $400+ we said we could drive it back but now we do not have an answer of where to take it to and if there will be charges involved in doing so.
My wife politely said that this is not the kind of customer service we feel Camping World and Good Sam Members should be dealt. We have been driving around with this huge 600# box in the back of our truck for almost two weeks now to no resolve. We want a resolution to this situation before another week goes by.
John Gajdos, Good Sam #57248148
