Marcus Lemonis -- Take Control and Clean Up Your Mess

[nomad297]

Marcus,

You and your "Team" are a pathetic example of how customer service should be handled.

I placed an order with your company almost two months ago and after spending 39 minutes on hold just now, I was told by your employee, Shana Hutton, that my order is still pending and no request has been made by your company to the distributor to ship what I have paid for -- freight and product costs. You stole my money and I want it back.

Last week I spoke with one of your esteemed Rapid Response Team people, Mark, who promised me that my refund was in the works, but I just found out that isn't true. Now, Ms. Hutton tells me, she has initiated my refund and I should see it in 7-10 working days. Do you really need my money that much longer? Where the hell is my money?

Marcus, get off your lazy ass and do something about this.

Thank you,

Bruce

[edatlanta]

nomad297 wrote:
Marcus,

Your "Team" is fully aware of the details with my problem. I don't want to waste even more time explaining it to you in an email.

Please speak with your "Team" and get it resolved.

Thank you,

Bruce

The head man wants to handle your problem and you won't send him info? You obviously don't want to be helped.

[qtla9111]

I've heard several times about the new system being put in place. Was there any official notice from CW put out regarding the install date with follow ups advising customers that there were issues? Just curious.

[Crabbypatty]

Having similar issues on a an order, I just received a CW catalog in the mail. Now being the on season, I graze the catalog and usually buy what ever I need. After experiencing similar issues, I didn't look and threw it out. Shouldn't have to be on hold for 30 minutes, shouldn't have wait that long for a CC refund, shouldn't have to wait for my stuff. Launching a new technology before beta testing it, behind the scenes and doing so during the busy season isn't a smart decision. CW is going to lose millions in orders.

At least they are sort of watching rv.net, for faster response go to the CW facebook page.

PS if it were me I would have emailed Marcus anyway. At least he is reachable. Many CEO could care less about us little people.

[nomad297]

Travelon wrote:

Executive wrote:
So the OP writes directly to Marcus asking for help..Marcus responds within 5 hours offering to help and the OP blows him off. I understand the frustration but when you ask for some help, take it when it's offered.....Dennis

X2

Travelon

My OP was not a plea for help. My OP was a statement and a complaint. I wanted my issue to get some attention since the usual means of obtaining a refund were not working. My wife and I have spent hours on hold dealing with this one problem. We have been promised action, but have seen no results.

Marcus doesn't need an email from me. He knows what my problem is and he knows how to reach me.

I've done enough work on this already. Surely, Marcus can handle it from here.

Bruce

[maddczech]

Ok I apologize. Thank you for the reply.
I don't buy online from Cw. I won't, certainly not until your online system is fixed.
I've experienced failure of an SAP rollover with no turning back ootions and it wasn't pretty.
The company lost a LOT of money and customers. It put dents in several wallets.
And that makes the world go round...

I'm sure ill be sending you some personal emails when I excercise my extended warranty policies with cw.

[Travelon]

Executive wrote:
So the OP writes directly to Marcus asking for help..Marcus responds within 5 hours offering to help and the OP blows him off. I understand the frustration but when you ask for some help, take it when it's offered.....Dennis

X2

Travelon

[Executive45]

So the OP writes directly to Marcus asking for help..Marcus responds within 5 hours offering to help and the OP blows him off. I understand the frustration but when you ask for some help, take it when it's offered.....Dennis

[mlemonis]

For the record, this is me responding. Secondly I'm the only one who responds to my emails, texts, posts etc. Thirdly, none of my employes are lackeys and referring to anyone that way isn't right.

The mistakes in any part of the business are my responsibility. I take them seriously. It's my job to make them right regardless of what it takes. The only reason I ask for direct email is because it allows me to get to the bottom of it much more rapidly and communicate back quicker.

My job is to take care of the customer. When I fail I admit it.


Marcus@campingworld.com

[maddczech]

I'm obviously not the only person whom doesn't believe that marcus truly answers this email at that email. Some lackey does that for him.
In retrospect of the failed order system, do the Profit clients really want this guy fixing their biz if he can't fix his own ??
Marcus has a closer relationship with his makeup artist than his CW customers.
On the surface it looks like reality ? Hollywoods reality and real reality are way way way way apart from one another. One reality is that marcus' s credibility is now at stake, and he knows it.

Of course any comments about my credibility will be moot, redundant, and disregarded.

[pconroy328]

While I have no idea how CW is run nor what Marcus does with his time, I can tell you from experience that letters/emails to the CEO usually work.

And I can tell you that the CEO typically does two things after scanning the email:
- zip off a quick response
- forward the email onto one of his Veeps to handle


Usually the Veep is understanding and apologetic as he hands the issue down to one of his Directors.

The Director then forwards the email to one of his managers with a message saying something like: "Sorry, Bob but another one got thru to Marcus. Can you look into this please?"

[Bird_Freak]

At least we know Marcus is still here.

[Old-Biscuit]

djgarcia wrote:

HappyKayakers wrote:

mlemonis wrote:
Im not to busy for this and i don't appreciate you saying that I don't care. Taking care of my camping world customers is more important to me than anything I do. We experienced a massive failure in our systems when we launched new technology. We are resolving it but for the record, it is no ones fault but mine. email me personally and I will make sure it gets resolved immediately.

marcus@campingworld.com

I would have to disagree with your statement. If taking care of your customers was that important to you, you would immediately disable your flawed online ordering system until all the problems are fixed. Your IT dept did have a rollback plan right? Your already tarnished reputation is NOT being helped by leaving a flawed system in place.

If only the world was perfect and never had any glitches:):) Sign me up when someone finds this utopia world:):):):) Good Job Marcus, keep up your efforts to provide quality service to RVers.

Care to post examples of that 'quality service' ?

It shouldn't take much as it would be a small list!

[MarkTwain]

HappyKayakers wrote:

mlemonis wrote:
Im not to busy for this and i don't appreciate you saying that I don't care. Taking care of my camping world customers is more important to me than anything I do. We experienced a massive failure in our systems when we launched new technology. We are resolving it but for the record, it is no ones fault but mine. email me personally and I will make sure it gets resolved immediately.

marcus@campingworld.com

I would have to disagree with your statement. If taking care of your customers was that important to you, you would immediately disable your flawed online ordering system until all the problems are fixed. Your IT dept did have a rollback plan right? Your already tarnished reputation is NOT being helped by leaving a flawed system in place.

If only the world was perfect and never had any glitches:):) Sign me up when someone finds this utopia world:):):):) Good Job Marcus, keep up your efforts to provide quality service to RVers.

[MarkTwain]

CREDIT CARD VS DEBIT CARD????
Somebody needs to learn the difference between these 2 cards and how they function:):):):)

[HappyKayakers]

mlemonis wrote:
Im not to busy for this and i don't appreciate you saying that I don't care. Taking care of my camping world customers is more important to me than anything I do. We experienced a massive failure in our systems when we launched new technology. We are resolving it but for the record, it is no ones fault but mine. email me personally and I will make sure it gets resolved immediately.

marcus@campingworld.com

I would have to disagree with your statement. If taking care of your customers was that important to you, you would immediately disable your flawed online ordering system until all the problems are fixed. Your IT dept did have a rollback plan right? Your already tarnished reputation is NOT being helped by leaving a flawed system in place.