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Kellyco a Mixed report

GeorgeinSC

GeorgeinSC

Well-known member
Dec 2 I ordered a coil online from Kellyco. Got an immediate response via email that they had received my order and would notify me when shipped.
Knowing that the Christmas rush was on I waited a couple of weeks and sent an E-Mail asking the status of the order. No Reply.
Waited another week and sent a second request for status of order. No Reply.
Finally called their Customer Service and got put on hold until my phone disconnected twice due to the length of time I was on hold.
Finally Steve (Sales Person) picked up the phone and asked if he could assist me. Gave him all the pertinent information including the order number and he could not find any record of my order. He said we do not have an order from you. I insisted that they did and Steve took the time to go to Customer Service and get them to answer the phone. He obviously told them the problem as they found my order with no problem
I asked Customer Service why they had ignored my requests for assistance and was told they were too busy to answer emails. They did ship order that evening.

Not the happiest camper over the fact that they lost my order and ignored my requests for information but thankful that Steve took the time and made the effort to help me get the situation remedied.

Steve went above and beyond while Customer Service ignored me.
 
Too Busy..... Seems that's the excuse for all their problems now. Seems like they should hire some help if they're that busy.
 
My small dealers are NEVER too busy, as a matter of fact most times they answer the phone on the second ring and I am usually talking to the guy that owns the business. Kellyco is good if you like to get lost in the shuffle.
 
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