Can you give me a reason why I would ever want to return here again?
My wife and I . are brand new Tiffin Allegro owners - Newbies to RVing. We just brought it home from S. Carolina the previous day and I need to get set up with a towing package, satellite tv, shore connections, new coach batteries etc.
My wife entered and won a scooter from Camping World and were asked to pick it up at Gander Outdoors in Forest Lake MN.
A couple months and we heard nothing so we stopped in and inquired. They will talk to their manager and "will give us a call".
Months passed. Nothing.
We called a couple times. We were finally informed it would be ready by the end of the week.
Three weeks later we received a call and went to pick up the scooter and that is when we really found out how they value customers.
The ladies at the front desk were very friendly and accommodating and lead me to the waiting area to wait for the manager, Joe.
Well Joe came over after a few short minutes, big smile and congratulated me.
A coworker brought out the scooter.
Joe says I owe $X.XX for taxes, sign this paperwork and I hand him my credit card and they left.
Manager Joe came back said all is good and have a great day.
ME: "Uh, Manager Joe, how do I start this? What about the controls?"
Joe: "I don't know anything about this."
Me locking the ignition slot so the key can't insert- "Joe, how do we get the key in now?"
Joe stumbled but figured that out, but couldn’t start it, so he called his co-worker over.
Joe: "Oh, you just apply the brake as you start it"
Me: "Where is the owner’s manual?"
(Joe asking co-worker)
Co-worker: "They are online"
Joe: "Owners manuals are online. You have a nice day now and congratulations. There is the door"
I am in there alone. I have this scooter that I am supposed to roll out the front door, without even basic instructions on the scooter and absolutely no offer of assistance to load this scooter nor "is there anything else we can help you with."
I walked out shaking my head at the complete lack of Customer Service.
I know they have a service department. I knew they would help.
I took the scooter back to the service department, walked back and brought the truck around. I talked to Matt, who was the Lot Manager and explained the situation. Matt and another gentleman helped me load the scooter. Matt by the way, was very accommodating. A very good person. I vented a little with him on my experience inside the store.
I watched MANAGER JOE pacing the parking lot talking on the phone for quite some time as I was trying to load the scooter, without so much as a glance to make eye contact.
I realized I did not have any paperwork, Joe was no longer pacing so I drove around and went in.
The ladies at the front desk contacted Joe to get the paperwork
In the meantime, I am waiting, and waiting and getting pretty worked up due to the complete absence of Customer Service. I have been here just shy of 2 hours!! One gal left to see what the delay could be.
I decided I am going to have to talk with Joe’s manager so he/she can work with Joe on how to better serve his customers.
I ask for Joe’s manager’s name and I find out that Joe is the DISTRICT MANGER!!!!!
SERIOUSLY!?!?
Though I felt I was being treated so poorly by District Manager Joe, I was trying to be very kind. I was still beaming with pride and joy over being a new RV owner and realizing a new chapter in our lives.
Finally the lady returned with the paperwork- without Joe.
I asked if perhaps he was too shy to face me and hear my concerns.
No, he was just involved with something else.
This is how a DISTRICT MANGER treats customers??
I spent 35 years in Customer Service/Inside Sales/City Desk and I am absolutely stunned that a corporation, who depends upon customer satisfaction to stay in business, could condone upper management giving this as an example to his people on how to treat customers.
In the attached pic you can see my truck w/the scooter through the window and the time. My appointment was at 1:00
Ask me about MY impression of Gander Outdoors/Camping World.