Anniversary sale

[bobwalter]

Before leaving on our current trip, we received the sale flyer from Camping World. We looked through and found a couple of items we wanted. It just so happened that the sale began the morning we left for the trip. We decided we would stop en route and make the purchases. We reached the store one hour after it opened on the first day of the sale. We were unable to locate the items we wanted in the store. When asked about the counter top ice maker and the rubber mats, we were told "We are sold out of them". I questioned how they could be sold out when we were the only customers in the store and it had only been open for one hour. They said they had been sold out for quite a while and did not receive any for the sale. We left empty handed planning to stop at the Next store on our route. We stopped at the St. Augustine, Fl store and asked for the items. They said they were sold out of both items. After much discussion, they admitted they had not received any stock for the sale either. We again left empty handed. We decided to try one more store which was on our route. I was able to find the ice maker and two out of the three mats I wanted. The result of our purchase was that when we left, that store was also "out of stock" on those items for any other customers.

At no time did any store employees offer a rain check, offer to "ship the items to our home. One offered to order them in to the store for me to pick up. Being they were two hours away, that was not a solution. In general, they were unconcerned and had no apologies to offer.

Marcus, you so often stress "People, process and product" as the most important part of the businesses you look at. I suggest that you take a look at your own business and re-evaluate your standards. Yes, you have many fine products. Although you have some I am sure, your people leave much to be desired. As far as the process, it also seems to be flawed. There does not seem to be any follow through in place to satisfy unhappy customers. You spend many dollars recruiting new customers while not making any apparent attempt to satisfy and retain current customers. It is cheaper and easier to keep customers than to continually find new ones. Marcus, it is time to take a step back and re-evaluate your operation. Maybe hire your team from "The Profit".

[K-9_HANDLER]

Thank you for the quick response Stacy. I no longer do business there. If you like you can PM me. Here is another example, stopped in for rain gutters. Located the empty bin on the shelf where the gutters should have been. Went to parts counter and told the counter person that the bin was empty and inquired if they had any additional ones. Was told no then the person directed me to the 18 wheeler located on the parking lot and was told that there maybe some on the truck and I could wait till the truck was unloaded and the merchandise unpacked to find out. Left and called another dealer on my cell. Within just a few seconds they had confirmed that they had some in stock.

[Good_Sam_Care_T]

K-9 Handler,

Thank you for contacting Camping World. I would like to look into this issue for you regarding the Hanover, PA location. Please send a private message with your phone number.

Thanks,
Stacy
Good Sam Care Team

[K-9_HANDLER]

Have stopped in the Hanover, PA sore twice for common replacement parts and they were sold out. Called a third time to check to see if a part was in stock. Asked for parts and was transfered to someones individual voicemail. Hung up called and called back was told to leave message and someone would most likely call me before end of day. Thru wasting my time and now deal with a samller rv dealer. They are able to tell me right away if they have a part and everytime I have called they have had what I need.

[bobwalter]

Not interested in a job now but after 40+ years in business for myself I found that customer service is the main road to success. Bottom line is happy customers improve the bottom line.

I did get a call from a store manager and we had a nice conversation. He thanked me for my business and my concern.

[1968mooney]

bobwalter you have great ideas. Why don't you apply for employment at CW or better yet, open you own RV Accessories store? You could get rich in short time or at least become a Manager for CW and then straighten out their sales process. :S

[Good_Sam_Care_T]

bobwalter,

I am sorry to hear that you stopped at multiple stores only to find them not well stocked. Could you please send us private message with a complete list of the stores you visited along with your phone number?

Thanks,
Tom