KO Fight Gear, rude customer service.

edo · 06-21-2006, 05:45 PM

Now I'm not going to rag on their products, from the reviews on the forum they seemingly make products many people are happy with.

I recently tried to order a pair of their gloves and head gear from their site on the 16th of june at 2pm. On their site they do not allow you to ship somewhere differently other then your billing address, so I promptly sent an email to them requesting to to be sent to a friend who will be home tp accept the package.

On the 21st of June, around 11'ish am I received this email:

Quote:

Edmond -
For all of us at KO FIGHTGEAR, I thank you for the order. Unfortunately, the headgear is out of stock so today we only shipped the sparring gloves. I must apologize for the delay in contacting you since the last few days we attended a trade show, things were hectic and are just now able to catch up. The headgear will definitely be available to ship the week of June 26. If you can hang out until then, we'll get one out to you. The sparring gloves did ship today by ups ground, tracking #xxxxxx. Please keep in mind that we have processed your card for the sparring gloves and not the headgear. We only process a card when we actually ship the gear. Please get back to me after you receive the gloves to make sure all is OK. Also, let us know if you're OK with the headgear back order.
Again, thank you for the business.
Neil Kuslansky

Now I was a tad ticked, since I wish I would've notified a lot sooner in regards to this item. I've been purchasing a lot of products off other sites recently and their customer service has been very prompt and quick about out of stock items and shipping. So angered I sent an email back:

Quote:

Which address are you sending this too? I requested it to be sent to another address.

I also needed all of this equipment by the 26th for classes and REALLY UPSET you didnt let me know sooner=since I would've gone else for equipment since like i said, I NEEDED THIS BY THE 26th, no later.

You can cancel the headgear for me since I'll go elsewhere to get it, if the gloves are not sent to the address I requested as well you can cancel that order as well.

-Ed

Now I can admit I did sound a bit harsh in this email, but I was upset at the moment and I wish I was notified sooner so I could've just ordered from another site to order instead. I was suprised to recieve this email back later:

Quote:

Edmond -
Gee, you're pretty upset. Sorry that we rocked your boat. I have the order in front of me and there are no comments by you about an alternate ship to address other than the following:
xxxxx
xxxxx
xxxxx
Is this the address that you wanted the gear shipped to? Otherwise, as I stated above, you provided no alternative. Classes are classes, you're not scheduled for a fight so I'm quite surprised by your juvenile HISSY fit! Haven't you ever had a minor disappointment before? Listen, the gloves went out on the 20th, and you should receive no later than the 26st. If you don't want 'em, I'll have ups pick them up. As for the headgear, this portion of your order is cancelled. Fortunately, we can pick and choose whom we do business with, and I'm not at all impressed with you. Neil Kuslansky

Fine I'm rude, he had a point maybe I overreacted a tad, but I have never dealt with such rude customer service before. I also find it very arrogant that he states they can pick and choose whome THEY want to deal with.

Bottom line, Im sure they have nice equipment, just dont complain about their service or anything, it is a privlege to be buying from them. And also be sure to impress them as well.

It's not like the customer is always right.

infamous mattyd · 06-21-2006, 05:52 PM

pwn3d

edo · 06-21-2006, 05:57 PM

Quote:

Originally Posted by infamous mattyd

pwn3d

Thanks for the informative post

Sambo234 · 06-21-2006, 06:01 PM

meh he was slightly impolite but you were flipping out at him, I don't think he was terribly terribly out of line

GoddoG721 · 06-21-2006, 06:12 PM

I have lurked on these forums for a few years now but I felt that I needed to respond to this thread. I have ordered from Neil a few times over the last year thanks to recommendations from people on this site. I have noticed that he is a smartass (in a good way) and that is how he responded in your email. I also ordered the headgear two weeks ago, he emailed me almost immediately saying that it was on backorder and that I would have to learn to duck for awhile and that it would take about ten days to be in stock. I emailed him back and said that it was not a problem. A few days later (less than ten) I got an email stating that the headgear was in stock and was shipped. Based on what I have heard from many of the people on this site as well as my own experience, Neil has excellent customer service and does care about the people who purchase his products, as does Ron from SSF. All you need to do is use the search function to see all the glowing reviews about him and his products.

NateH706 · 06-21-2006, 06:13 PM

Wow. Seriously, if that's the legit e-mail he sent back, he should be banned from ever handling customer service again. What moron actually goes out of his way to insult a customer? Like the guys said, maybe you were a bit brash, but anyone involved with a business knows better than to make things personal, let alone in a negative way.

If a customer wants to bitch, let them bitch. It's not like he had to sit there and deal with it face to face. It would take him just as long to cancel the orders and send a generic apology, while possibly keeping a customer. Instead, he made a much bigger deal out of it.

edo · 06-21-2006, 06:19 PM

Quote:

Originally Posted by GoddoG721

I have lurked on these forums for a few years now but I felt that I needed to respond to this thread. I have ordered from Neil a few times over the last year thanks to recommendations from people on this site. I have noticed that he is a smartass (in a good way) and that is how he responded in your email. I also ordered the headgear two weeks ago, he emailed me almost immediately saying that it was on backorder and that I would have to learn to duck for awhile and that it would take about ten days to be in stock. I emailed him back and said that it was not a problem. A few days later (less than ten) I got an email stating that the headgear was in stock and was shipped. Based on what I have heard from many of the people on this site as well as my own experience, Neil has excellent customer service and does care about the people who purchase his products, as does Ron from SSF. All you need to do is use the search function to see all the glowing reviews about him and his products.

Well thanks for your insight, but I provided this email as just an experience I went through and wanted to share with you.

The only reason I went to this site was based off the recommendations of this site, and though maybe since I don't get his humor, maybe someone else will as well. Im providing this so someone else could search another experience someone has dealt with KO.

These emails are 100% undedited, besides the tracking # and my home address. Though you know I think Ron is a great guy, and he is a class act, I wish I could say Neil is too.

For a lurker I find your first post highly "nut hugging", but maybe I missed out on the "glowing reviews"

DeezoNeezo · 06-21-2006, 06:38 PM

I have dealt with Neil and he has some of the highest customer service I have come in contact with. Now with that being said if you had some sort of special circumstances that you yourself thought may cause problems (different shipping) why not phone in the order. The reason the equipment is top quality and super cheap is because Neil is the business, not an employee in the customer service department. My theory is that since people have a certain degree of anonimity on the internet they feel the need to be a$$holes to those in the service industry. If you like I can post a link to a website that sells tissue so you can dry your eyes and blow your nose. Keep in mind I would never say this to your face, only on the internet.

GoddoG721 · 06-21-2006, 06:48 PM

You're right, it does seem like nuthugging, but I was very happy with KO fightgear as a whole and they are more than likely going to be my first choice when I want to purchase gear. Unfortunately for Neil you will not give him your business and you will tell ten of your friends what a crappy experience you had, thats the way business and customer service work. Ultimately, you will find a company that you feel has great products and service and you will swear by them.

GalltiK · 06-21-2006, 07:10 PM

wow, i have dealt with neil and he has all been top notch, and if you leave him a note in the comment box he will do as you ask, whenever i place an order i tell him to call me to make sure everything is in order and he always does the very next morning . He is a great guy but like it says above he IS the company , and when it comes down to it he can pick and choose who he wants to deal with i guess. But fair is fair your fired at him first

i Manage a car audio/security store and when a customer comes in with the " im always right you serve me fool" Tude i will in a very nice way tell them to go the fuck somewhere else