JCR customer service 2 thumbs down

[honesT]

I`ve heard alot of good things about JCR but here is what happend when I tried to order over a grand worth of stuff.

Their online site screwed up & my online order would`nt go threw cuz I could`nt put in a canadian postal code and had to use the usa shipping address for billing so visa would not allow it to go through as the address on the visa was not a match...

When I sent an email asking if my order went through and gave them my Canadian billing address and then explained that I could not enter my Canadian address, they replied email quote:

Looks like you put in a Blaine, WA address for billing, so that's likely the problem. During the checkout process, a temporary hold on funds is sometimes placed on the card; in events that the order doesn't go through to complettion, the funds are released on our end but can be held up on your bank's side depending on their policies. We don't have an order, nor funds from you on our merchant side at this time. Let me know if you still experience problems in trying to replace the order.

I called them and explained that I used a pre paid visa so I have to wait 15 days to get my funds back, guy did`nt seem interested in what I was saying and really did not seem to want to get to the bottom of the problem and kept saying I was doing something wrong, he just said the tec guy would look into it. that was it no let me see how we can help you out.

I sent another email explaining exactly what the issue was, Won`t except a Canadian postal code...

I got a reply email quote:
Terry, I apologize that you have to be the Guinea pig for this, but could you please try once more, I believe I've fixed it.

I signed up for an account & it excepted the canadian postal code no problems, sent them an email quote:

Opened an account
Not sure if I can order yet visa said I have to wait 15 days until my funds get reimbursed or maybe you could push it through if I give you a pre authorized # they gave me. I`m getting impatient & don`t want my order to turn into a 3 week, 4 week or 5 week sorry 6 week.... thing. I have heard great things about your customer service & your product gets great ratings on all the Jeep forums, but once bitten twice shy is my rule.

To me this is polite non aggresive open invitation for a response? Am I wrong?
Most companies would have jumped at the 1st screw up and offered to get things worked out, Am I on the right track here???

I`m done with JCR seem like spoiled kids to me, At least there customer service side.

Thanks for letting me vent

 

[bails85]

Re: JCR 2 thumbs down

It's not their fault that you didn't make sure to cover your ass. If you were having online troubles with spending a grand then you should have been smart and called them and they might have been able to help you out with an over the phone order or guide you through what to do. You expect them to unscramble your eggs and it doesn't seem fair to blast them on the boards because they don't just drop everything to fix what you did. As their email stated... They have nothing showing on their end. Get in contact with your card company cancel the transaction and call them for a phone order that way they can make sure to get all the correct shipping/ payment info.

 

[crimsondragon]

Re: JCR 2 thumbs down

So you screwed up by entering the wrong billing address and your funds were put on hold because their website wouldn't accept Canadian postal code. They fixed the issue with that yet you're still complaining because you're impatient? I would at this point, wait out the 15 days then try again.

 

[Ben824]

Re: JCR 2 thumbs down

Man that sucks I know the feeling when you finally make the decision to get something you get all pumped and want it to get here ASAP!!! But I gotta be honest with you, being out of the states makes shipping a hassle for small businesses like these guys especially if they haven't had too much going outside of the US. They are still a small business growing at exponential rates probably much faster than they can keep up with. They also just re-did their whole site and I am sure along with it, their ordering system. While I cannot speak for the guy on the phone and if he really was that uninterested in your problem I can only give him the benefit of the doubt that maybe they could have just had a shop guy manning the phones that day or even for that moment that you called and a shop guy may be good with the average call, however yours was rather unique and one that he may not have the authority to fully deal with. But it seems like the customer service rep in the emails was helpful and trying his best to solve your problem and get you your stuff. But unfortunately you used a pre paid card which complicates things. Since there was the first quirk with your order and it didn't complete it sent the money back. Yes it was their fault for not having their system ready for something like your situation with shipping out of the country while billing in side the country, but they fixed it. The problem of the money taking 15 days is not their fault and they have no control or say over how to fix that. It really sucks that you had to go through all that but don't blame them fully for what happened I mean really you would probably hit this problem with a lot of companies trying to bill to a US address and ship to another address outside the country, that has fraud alert written all over it! Not saying you are trying to commit fraud I am just saying that would be something that would be a credit card company flag. Hell I had a joint card with my Mom when I was in college and if we made too many purchases on the same account but in two different cities they would lock the card up. So Just saying be a little more patient with them man they are doing their best to fix the problem and get you what you want in fact they seem ready just need the money to finish the order.

Hope it all works out for you! Don't give up JCR makes good stuff!

 

[Gold Cobra]

I've only ordered from them once but I had a really good experience.

 

[Darky]

Re: JCR 2 thumbs down

Can't say I see the spoiled kids aspect from the description of events. Unfortunately it can sometimes be difficult to place an order from Canada with a smaller US company. It sounds to me like they took the steps to correct the issue for you. The current problem would seem to be that the prepaid card is slow to react. That's outside of their control.

 

[turbobrick]

Re: JCR 2 thumbs down

I say count yourself lucky that they are even trying to sell you stuff considering that you are ordering from Canada with a prepaid card. The prepaid stuff can be very difficult to process on its own, let alone coming from another country. JCR has been great for me, I just got some stuff from them yesterday. No issues, easy transaction all around.

 

[xcm]

Re: JCR 2 thumbs down

Seems like you had a clusterXXXX of problems, mostly stemming from us/canadian customs, credit card fraud prevention, and JCR being busy. Its pretty common practice not to take random credit card numbers, from out of country, with non matching addresses... They do this to prevent credit card fraud.

Just because you have $1000 in a foreign credit card, doesnt entitle you to smear a company for shrugging you off. I'd liken this to putting in the wrong ATM pin number, and ranting at starbucks for not letting you take your coffee. GET YOUR FINANCES IN ORDER!

 

[WebDog]

I don't normally jump in other vendor threads but I would like to comment on the issue with prepaid cards.

I had few customers that where using a WalMart prepaid card, and the same thing happened entered the wrong billing code and the charges got held. I was totally confused when they say the money was taken but I have no record of it.

Apparently how the cards work is when the charge is attempted the bank will hold the funds incase it goes though later, the reason for that is the account is valid. The reason it failed is the merchant set the system to deny the charge if the account does not match the billing.

Some card issuers allow you to release the funds if the the business that charged the card can fax a letter to the bank (card issuer) saying the charge is invalid and void and the fees will be reversed within a few days rather than 10-15.

Depending on the merchant gateway you can setup better fraud settings, I changed mine to now check the billing address and only if it matches to do a authorization. This will prevent money being stuck in limbo.

To be honest when I saw this the first time it threw me for a loop, took me a few days to figure out what the issue is and how to prevent it.

Hope you guys find this helpful.

Honestly JCR can't do to much as its the bank that is holding the funds and not them.

 

[honesT]

Ok , Here what bothers me....

to make it short and simple I helped them resolve an issue, yep visa thing could be worked out by the authorization # visa gave me or so they implied, but jcr made no effort to help me resovle my issue.

Just a little common courtesy is all I was looking for.

I`m not saying it`s jcrs fault the visa anti-fraud thing, we are really both at fault for the 1st scew up, but I stick with it and helped them resovle there problem and they made no reply from my last email: quote

Opened an account

Not sure if I can order yet visa said I have to wait 15 days until my funds get reimbursed or maybe you could push it through if I give you a pre authorized # they gave me. I`m getting impatient & don`t want my order to turn into a 3 week, 4 week or 5 week sorry 6 week.... thing. I have heard great things about your customer service & your product gets great ratings on all the Jeep forums, but once bitten twice shy is my rule.

All they had to do was reply with whatever, not just leave a guy that just helped them out standing around <IMG class=smiley title=Angry alt="" src="http://www.bcjeepclub.ca/Smileys/default/angry.gif">

That`s it no big deal, just a reply sorry we can`t do this or that or we can do this or that or how about we do this and that

Thanks for helping us out we really value our customers and we want to keep you as a customer so we are going to do this that and the other thing

Thanks for the replies. Yes I did do alot of research & yes I did pick there product over many others, yes I don`t want to keep getting messed around & if they are that busy would my order have taken 6 weeks instead of 3?

I`m probably the only guy on here to have anything negative to say about JCR, hope they clean up there customer service cuz it sure pissed me off

 

[monkeyevil]

I'm on my cell as I'm out and about celebrating my brothers graduation from pharmacy school, so ill be short and sweet and expand later when I get home. I'm sorry for your issues. We've had over 15k in suspicious out of country transactions over the last week, so I had to ramp up security HARD. We've had many random victims effected, and I've just been doing damage control and trying to head stuff off at the pass.

So that has bern the issue with out of country cc orders this week. Obviously ill do whatever it takes to make you happy. Just let me know.

 

[honesT]

I'm on my cell as I'm out and about celebrating my brothers graduation from pharmacy school, so ill be short and sweet and expand later when I get home. I'm sorry for your issues. We've had over 15k in suspicious out of country transactions over the last week, so I had to ramp up security HARD. We've had many random victims effected, and I've just been doing damage control and trying to head stuff off at the pass.

So that has bern the issue with out of country cc orders this week. Obviously ill do whatever it takes to make you happy. Just let me know.

Sorry to hear you`ve been have problems but if I had`nt posted here you would not have known because the customer service is lacking.

Sorry I have moved on and I hope you really put some effort into making your customer service a class A act. You get great reviews and have good prices.

Call me proud, but now feel like I had to work hard for a response and making me happy would come off as making me feel like a sell out & that was not my intentions.

Word:sunshine:

 

[jfxj67]

As you've "tried" to smear JCR's good name over the forums, you've only proven that it was YOU that made the mistakes NOT THEM.

Sounds to me that they did everything they could to make the deal right. Just a thought, why don't you try posting all over the internet about Visa's Policy instead, and see where that gets ya!


JCR

Have a nice day.

 

[FlexdXJ]

I hope you really put some effort into making your customer service a class A act.

Their Customer service has been top notch EVERY time I have ordered from them. Try a little patience, it goes a long way.

 

[jcroffroad]

Seriously, please don't buy from us.

We don't have an order for you (when your addresses didn't match, the transaction stopped there) and we don't have your money (read: your order did not go through). If Visa has a temporary hold on your funds, that's your issue with Visa. That per-authorization code means nothing to us. We don't have ANY of your information (cc numbers, address, name, phone, or any idea of what you are trying to order). How are we suppose to offer you customer service when we don't have any of this? What do you want us to do? Call Visa? Haha! I think what you are wanting is us to ship product in good faith?

As soon as our security settings kicked in, it did not allow you to process an order. It's called FRAUD PROTECTION.

Welcome to the word of online credit card use.

 

[XJOFFROAD]

honesT, how is your visa issue JCR's? trying to bad mouth a company and it shows how ignorant you truly are. if you dont understand FRAUD PROTECTION please leave :looser:

 

[scottmcneal]

LOL.I think he'll need KY when he gets done here. Dude YOU screwed up, not JCR.So get over it.

 

[Darky]

JCR customer service has been awesome for me. A couple times they've been slower than I wanted with communication, but they've always come through and treated me well.

 

[VAhasnoWAVES]

Seriously, please don't buy from us.

this kind of talk from a vendor is bull...

either point out the fact that the guy is in the wrong for blaming you for his prepayed card problems, or leave it be. i understand defending the integrity of your company, but thats not what your doing. even if i get flamed, i dont feel a vendor should have this sort of attitude. to forum users, members, or otherwise... just because hes wrong doesnt mean you get to be an ass to a potential customer. but i guess two wrong make a right?

 

[jcroffroad]

this kind of talk from a vendor is bull...

either point out the fact that the guy is in the wrong for blaming you for his prepayed card problems, or leave it be. i understand defending the integrity of your company, but thats not what your doing. even if i get flamed, i dont feel a vendor should have this sort of attitude. to forum users, members, or otherwise... just because hes wrong doesnt mean you get to be an ass to a potential customer. but i guess two wrong make a right?

We have learned over the past 9 years, that some people you just can't make happy no matter how hard you try. I'm just saving a headache for him and for us. We are glad people like our product and like our service, but we don't need EVERY sale. Sometimes it's easier to cut your losses (in this case, we haven't even done business with this guy and he is already bashing us publicly on three forums) and save the aggravation for everyone involved.

Terry is unhappy because our online ordering system flagged his pre-paid debt card that was attempting to ship internationally as potential fraud transaction. Our system rejected his order. If he didn't call us, we would not have even known there was a problem (as these types of transactions happen on a daily basis and in every case besides this one, have been fraud). Unfortunately, we can't help him with VISA. We don't have an order for him, any of his money, or any of his information.

He is not happy with that, we can't help that. It's beyond our control, regardless of how good or bad our customer service is.