AJ Prindle

Full review
Welcome to my ajprindle.com nightmare. It is very obvious to me that ajprindle.com spent enough to get the site functional from a sales perspective and totally skimmed on customer service and post sale support.

PRODUCT SELECTION
The company has a wide selection of products for the active and outdoor enthusiasts. It is organized quite nicely and has a very good search engine that will help you find exactly what you are looking for. The product descriptions are good and are accurate.

ORDERING
If you want to speak to someone live, there is a toll free number that you can call and place your order with someone over the phone.

The ordering process is relative simple and is very intuitive. Shipping is free if you order more than $100, otherwise you can ship your order via regular ground or expedite service. Shipping charges are reasonable.

Make sure that you print out a copy of the invoice before you leave the site because if you do, you will NEVER be able to get a copy of it again. You do not receive an email confirmation and when you go online to track your order, you do not get any details other than your order number, the status of your order (processing, delivered, etc.), a field for tracking numbers and a link that takes you to the page of the product that you ordered.

TRACKING & DELIVERY
My order arrived in the time frame that I expected.

You will never receive an email from ajprindle.com, so you do not know when your order is shipped; but it's easy enough to go online to check. However it is very annoying that you have to check repeatedly. Additionally, it gives you a tracking number but does not tell you how your package is shipped, you have to figure out whether it was via UPS, FedEx or a stork!

CUSTOMER SERVICE
AJ Prindle has the WORST customer service. On the website, it states that:

"OUR COMMITMENT TO YOU

Our top priority is your satisfaction. We hope that by bringing together all of these products for you in one convenient place, we will save you both time and money. We strive to offer you complete solutions, a great shopping experience and outstanding service. But you, our customer, are the ultimate judge. Please let us know if we can improve in any area by sending your comments to feedback@ajprindle.com. You can also email us at customercare@ajprindle.com, or call our Customer Care associates toll free any time at 866.774.8278."

In reality, customer service's motto is: I can't do that, I am not authorized to do that, I can't help you. Here is my story...

I order 3 dog first aid kits from them, I used a 10% coupon I received from my vet. After I ordered, no email confirmation, no notice on when items are shipped, nothing. I have to keep going back to the website to check on the status of my order...no big deal, I kept checking and the item finally shipped via UPS. I began tracking my order on UPS.

The box arrived on time, but only 1 out of the 3 items arrived, but I was charged for all 3 of them, and coupon was not applied. I called customer service and I was told that their normal business hours are 8 - 4:30 central time even though the invoice slip says 8 AM - 9 PM. I had to wait and call back tomorrow. AJ Prindle is ready and eager to take your money (sales desk opens longer hours), but if you want help, you'll have to put up with rude people who only work 9 to 5 type hours and will likely not be helpful at all.

I called in the morning, explained my situation to the useless person on the other end of the line. In order for them to ship my other 2 out (which I paid for), I had to fax a letter to them because they need a record of shipping out 2 more items at $11 each. When I asked for expedite shipping, she said NO, I can't do that, I am not allowed to do that. I asked to speak to a supervisor (Brenda) and she gave me the same story. I said this was not my fault, so why should I have to wait another 7 - 10 days for my other 2 to arrive? She said again, not my problem, can't help you, basically, go screw off! When I asked about the coupon, she said I have to mail it in, web coupons are NOT allowed and are not accepted. I asked her then why did it show up in my basket before I clicked submit my order, she said that she couldn't help me and I had to call the webmaster. I said why am I, as a customer have to jump through so many hoops to get it done? Is this what you call customer service? She said YES, a supervisor, admits that LOUSY CUSTOMER SERVICE IS WHAT THEY CALL CUSTOMER SERVICE. Of course, how to get in touch with the webmaster is NO WHERE TO BE FOUND! I called back demanding to know how to get in touch with the webmaster and of course no one knew how. Brenda's "write the webmaster" was nothing more than her pitiful way of brushing off customers because apparently there is NO WAY for customers to get in touch with this elusive webmaster!

My big regret is that I did not print out a copy of the invoice when I ordered, or else I would fight the 10% coupons via my credit card company.

I'd imagine that if everything goes smoothly, your experience may be much different, but do not expect to be treated fairly if you ever encounter a problem. Bottom line: DO NOT ORDER FROM THEM EVER UNLESS YOU ARE WILLING TO PUT UP WITH A LOT OF FRUSTRATIONS! I wonder how this kind of company can stay in business.