Unbiased completey fair review of an ATW experience

[dynomite]

We all know that ATW customer service is about as bad as it can get. Well i finally got my protein and all i can say is that it is about time. the chocolate tastes good and it mixes fine, just like almost every other protein out there. So there is no complaints about the product itself because i dont have a lab to run tests on it or anything like that.

My customer service review is not as kind. I ordered my protein over the internet 25 days ago. On day 3 I recieved an email that said my protein had shipped so i went to track it on the UPS webpage and all it said was "billing information recieved". I waited almost 2 weeks and the status of the package had not changed so I called ATW and they told me that they were actually out of stock of the flavor I had ordered. I asked them why they told me my product had shipped if it was not even in stock. they said the chocolate will be in tomorrow or the next day and then it will ship. I then asked why they have it for sale if they dont have it in stock because i am stuck with nothing now. he then reassured me that the reason i could not have known was because i ordered it online and not over the phone. I then pointed out the fact that maybe they should not have a wepsite if they cannot maintain it. His response was that it is in the back about to be shipped.... but he just told me it was out of stock. he then spun some story up about mixing the flavor with the protein. So then 5 days go by and the protein still had not shipped. I called them again and he told me something about how it takes time to mix the flavor with the protein. I then asked for my money back and he said ok just let me go check for your package in the back real fast and i will call you back. Guess what, he never called me back. So then the 4 days later(2 working days) i call again and he sounds really busy but he knows who i am and he gets my number again and says i will call you right back about your order, guess what....he did not call me back again. Another day goes by and i check the status of my package again and it finally says "in transit". 4 days later i have my package praise the lord.

needless to say because of all the lies that this company told me whether it be due to apathy or just trying to make a buck i will NEVER order from them again. If you wish to put up with their horrid cutomer service to shave a few dollars off your protein bill then this would be the way to go but i personally can not fully trust this company due to all the BS that it told me.

This is not a vengeful review, i sincerely wish my protein had not taken almost a month to get here. i am sharing my experience with others in case someone needs their protein in a hurry or something, they can remember my story. if you order your protein well in advance you should be good.

 

[Big Matt]

All I know is....

1. I never got a phone call or email or anything regarding your situation. Despite the fact that I have said repeatedly on this forum that I am your ATW contact and I goto bat for my loyal AM customers. Ask anyone here.

2. Your review is hardly unbiased....anyone can look at the "locked" thread you posted ("........") before and reading Bobo's comments.

3. You clearly had a grudge and I wouldn't put it past you to post bogus info here for a little "payback"......I don't know why anyone would come to a different conclusion.

4. Too bad you didn't take advantage of me to provide you with a much better experience with ATW.

5. While there was a back order of raw materials and yes, we do actually have to blend and mix raw materials to end up with a finished product once we get those raw materials, your order should not, nor would not have taken long if you had just given me a call instead of ranting here.

**** Note to ATW customers!! If you ever have an issue CALL ME! HELP ME TO HELP YOU! Takes far less energy to do that than to follow in the steps of "Dynomite"*******


BTW - as of last night there were only invoices for the past couple of days that had not been shipped yet. Don't let anyone make you think that shipping problems are the rule instead of the reality that they are the exception.

I'll be back on here tonight...gotta sign off so I don't get fired from the day job!

 

[dynomite]

All I know is....

1. I never got a phone call or email or anything regarding your situation. Despite the fact that I have said repeatedly on this forum that I am your ATW contact and I goto bat for my loyal AM customers. Ask anyone here.

2. Your review is hardly unbiased....anyone can look at the "locked" thread you posted ("........") before and reading Bobo's comments.

3. You clearly had a grudge and I wouldn't put it past you to post bogus info here for a little "payback"......I don't know why anyone would come to a different conclusion.

4. Too bad you didn't take advantage of me to provide you with a much better experience with ATW.

5. While there was a back order of raw materials and yes, we do actually have to blend and mix raw materials to end up with a finished product once we get those raw materials, your order should not, nor would not have taken long if you had just given me a call instead of ranting here.

**** Note to ATW customers!! If you ever have an issue CALL ME! HELP ME TO HELP YOU! Takes far less energy to do that than to follow in the steps of "Dynomite"*******


BTW - as of last night there were only invoices for the past couple of days that had not been shipped yet. Don't let anyone make you think that shipping problems are the rule instead of the reality that they are the exception.

I'll be back on here tonight...gotta sign off so I don't get fired from the day job!

1. DUDE!!! I called the number in your sig and talked to cutomer service 4 times!!! Could you have magically made my protein be in stock? oh yes and i also put AM06 on my order.

2. "THIS" review is fair. I am not talking about some other thread. BOBO simply told me to wait until i got my protein to write my review. And what would i be biased towards, I dont work for a protein company. I think you mean it is unfair, which it is not true anyway.

3. Why would I have a "grudge" against ATW. Give me a break. Leave the conspiracy theories out of this please. this is an honest descrition of my experience.

4. are saying that all of the ATW staff is incompetent besides you?

5. I did call you!!! 4 times!!!!

BTW- I never left a message, i talked to customer service personally

 

[Big Matt]

You never called me during the hours listed in my "sig", nor did I receive an email. Kind of hard for me to help you. I'm not getting into your other points......all I can tell you is that your experience would have been far different if you had spoken wth me instead of me learning about it after the fact. I am sorry for your experience and would certainly hook you up given the chance.

**I'll take this opportunity again to tell all the AM ATW customers to email ME or call ME during my posted hours if you ever have an issue. HELP ME TO HELP YOU!****

BTW - Bobo & you said much more than you claim. I'm not going to repeat it here. People can read for themselves.

 

[dynomite]

You never called me during the hours listed in my "sig", nor did I receive an email. Kind of hard for me to help you. I'm not getting into your other points......all I can tell you is that your experience would have been far different if you had spoken wth me instead of me learning about it after the fact. I am sorry for your experience and would certainly hook you up given the chance.

**I'll take this opportunity again to tell all the AM ATW customers to email ME or call ME during my posted hours if you ever have an issue. HELP ME TO HELP YOU!****

BTW - Bobo & you said much more than you claim. I'm not going to repeat it here. People can read for themselves.

Matt,

are you saying that you could have made the chocolate magically become in stock? you sound more like you are fluffing your own reputation than the customer service of ATW. I find it appalling that you actually admit that the other employees of ATW are of no help to the customers.

And yes bobo did say more because i questioned the quality of your product before i recieved my shipment. I was out of line but i dont see your point. I wrote in my review that your protein was fine.

And i did not send emails either matt. I spoke to customer service over the phone multiple times. But i guess according to you your other employees arent any good right?

 

[Big Matt]

Matt,

are you saying that you could have made the chocolate magically become in stock? you sound more like you are fluffing your own reputation than the customer service of ATW. I find it appalling that you actually admit that the other employees of ATW are of no help to the customers.

And yes bobo did say more because i questioned the quality of your product before i recieved my shipment. I was out of line but i dont see your point. I wrote in my review that your protein was fine.

And i did not send emails either matt. I spoke to customer service over the phone multiple times. But i guess according to you your other employees arent any good right?

Again you are making wild assumptions. I said nothing and admitted nothing other than what I posted. Period. Speculation is what got you in trouble on your last post when they locked you out, and here you are doing it again. Feel free to call me in the future and I will take care of you personally. But there's nothing I can do about anything if you don't contact me.

***Again, AM ATW customers, if you ever have an issue, the 1st thing you should do is contact me by phone or by email before assuming anything or taking any other steps. HELP ME HELP YOU!***

 

[dynomite]

i am not specualting anything. You said that if i wanted to be taken care of i should have talked to you. I need your "hook up" to get standard customer service lol? You are basically admitting that ATW's customer service is sub par by doing this.

Why did you take my money for something that was out of stock and not even mention you did not have it? any other website wil say "out of stock" next to an item they dont have.

Why did i recieve an email that said my order had shipped when it actually shipped about 20 days later?

These are my last qustions and i will drop this because i am not vengeful but i was merely writing a review. I hope it helps ATW and consumers alike.

 

[Big Matt]

Still no phone call, still no email, still making assumptions.

This whole thread should have been handled in a phone call between us long ago. Yet you continue to post here rather than just calling me or sending an email.

Offering my personal attention on something is not an admission of anything or an indication of anything other than my willingness to help. I am paid on sales, I don't get any extra credit for reaching out to customers to try and help them with customer service issues.....that is just how I like to handle things because as a consumer myself, I appreciate personal attention and effort.

If you want to call me I will try and answer all of your questions to the best of my ability, but I am not going to address anything else on this thread as there are customers that need the personal attention that I promised them.

 

[thesinner]

And to think, I've ordered from ATW numberous times without a problem.

Right after I order, one of the reps sends me an email to help with my order. I replied back to one around christmas time (I had placed an order on X-mas eve), and got a reply a day or two later over the question I had sent. Pretty prompt service for it being Christmas and all.

I'm sorry to hear about your bad experience dynomite. Someone over at ATW wasn't doing their job, but that's no reason to let one bad apple spoil the whole bushell (especially by making a public statement of it): that sucker's probably been canned by now.

 

[dynomite]

Still no phone call, still no email, still making assumptions.

This whole thread should have been handled in a phone call between us long ago. Yet you continue to post here rather than just calling me or sending an email.

Offering my personal attention on something is not an admission of anything or an indication of anything other than my willingness to help. I am paid on sales, I don't get any extra credit for reaching out to customers to try and help them with customer service issues.....that is just how I like to handle things because as a consumer myself, I appreciate personal attention and effort.

If you want to call me I will try and answer all of your questions to the best of my ability, but I am not going to address anything else on this thread as there are customers that need the personal attention that I promised them.

I dont need to talk to you guys now MAtt, this was a review until you said I was lying about my experience. there is no need for any more phone calls.

I dont think you understand i am not talking about you personally Matt, i gave a review of ATW's customer service, not Big Matt's customer service. But the fact that you are blaming my unpleasant transaction on me is probably a good indication that you would have done as good a job as the other guy i talked to 4 times. How many people are in the customer service department?

I realize that sometimes there are screwups but the problem is that i have heard loads of lies including "its getting shipped out tomorrow" 3 times over a 20 day period. Is that my fault too Matt?

My previous questions still stand as well should you choose to answer them which i doubt you will.

i think i have made my point, im out.

 

[Big Matt]

I dont need to talk to you guys now MAtt, this was a review until you said I was lying about my experience. there is no need for any more phone calls.

I dont think you understand i am not talking about you personally Matt, i gave a review of ATW's customer service, not Big Matt's customer service. But the fact that you are blaming my unpleasant transaction on me is probably a good indication that you would have done as good a job as the other guy i talked to 4 times. How many people are in the customer service department?

I realize that sometimes there are screwups but the problem is that i have heard loads of lies including "its getting shipped out tomorrow" 3 times over a 20 day period. Is that my fault too Matt?

My previous questions still stand as well should you choose to answer them which i doubt you will.

i think i have made my point, im out.

I never said anything was your fault. Specualtions and assumptions on your part again. I simply asked you to call me. I understand fully where you are coming from as does anyone else who reads this. The mere fact that you titled this thread "unbiased and completely fair" totally broadcasts to everyone that you are trying to convince people that the opposite is not where the truth lies.

I'll be glad to answer any and all questions of yours. Just give me a call.

 

[theseus]

The last 3 times ive ordered from ATW ive had to send an email to them or post a message here asking about the status of my order. I order either 25 of 50lbs of chocolate whey iso each time.

Ive decided that placing an order via the website is a waste of time after this last time. I just sent them an email about my current order that was ordered on 3/3/07 and still hasnt been updated.

I will say as soon as I send an email or post here they usually do end up correcting the problem. I guess you just need to plan on ordering a month in advance with these guys.

 

[Big Matt]

The last 3 times ive ordered from ATW ive had to send an email to them or post a message here asking about the status of my order. I order either 25 of 50lbs of chocolate whey iso each time.

Ive decided that placing an order via the website is a waste of time after this last time. I just sent them an email about my current order that was ordered on 3/3/07 and still hasnt been updated.

I will say as soon as I send an email or post here they usually do end up correcting the problem. I guess you just need to plan on ordering a month in advance with these guys.

Please email me your info so I can work on it for you. Or better yet call me! I have Anabolic Minds Priority Shipping set up so this doesn't happen to AM members. Also, if you prefer, you can call me & I will take your order over the phone and give it my personal attention.

 

[theseus]

Any updates on my order yet? I sent you an email and you replied back and said you were going to talk to the VP on monday. I havent heard back yet and the order status is still blank.

 

[sean taylor]

I am hesitant to order from a place that has to have a special rep here for me to contact. What about those who are not on AM? Who do they contact with difficulties? I order from Nutraplanet but a week after my order I don't have to email them about...cause it is delivered.
I don't know who dynomite is and I have never ordered from ATW but I have seen Laura and now Matt come here and say if you have a problem contact them, and it seems alot of folks quip up that they contact you and problems are resolved, great, but what about those without your special attention? Shoudn't we all be able to order without it being an extra step to contact the rep to verify all is good??

My opinion is unbiased, as I know no one involved but I seem to see a pattern here that I find alarming and that needs to be brought to the forefront without the ad hominem attacks.

Just my .02 before this gets locked.

 

[kwyckemynd00]

M-F 7pm-10pm EST - Sat 10am-5pm EST

Just reading through this and I noticed Big Matt's signature...I think you've got a typo in there.

And, forging a tracking number isn't easy--but doing online shipping, getting a tracking number for a client, and not sending a package is. I can tell you're not in the shipping department USPS is the worst about that for sure (I hate USPS with a passion). Not too sure about UPS though.

 

[Big Matt]

Just reading through this and I noticed Big Matt's signature...I think you've got a typo in there.

And, forging a tracking number isn't easy--but doing online shipping, getting a tracking number for a client, and not sending a package is. I can tell you're not in the shipping department USPS is the worst about that for sure (I hate USPS with a passion). Not too sure about UPS though.

No...no typo....I work here nights and Saturday's.

 

[sean taylor]

I actually emailed Matt on a seperate issue not dealing with orders or anything (mail order brides...but you did not hear it from me) and his email worked fine for me. Clicked on his sig and off it went...

 

[Big Matt]

I actually emailed Matt on a seperate issue not dealing with orders or anything (mail order brides...but you did not hear it from me) and his email worked fine for me. Clicked on his sig and off it went...

Just did a test myself just now and it seems that email is back up....I can't access it from my day job (nor should I be on here now from the day job!) but I assure you that I will reply to you tonight....I will probably have hundreds of emails waiting for me when I get in......

btw - where are you getting mail order from? LOL!

 

[sean taylor]

Just did a test myself just now and it seems that email is back up....I can't access it from my day job (nor should I be on here now from the day job!) but I assure you that I will reply to you tonight....I will probably have hundreds of emails waiting for me when I get in......

btw - where are you getting mail order from? LOL!

Just joshin' ya

 

[Big Matt]

I actually emailed Matt on a seperate issue not dealing with orders or anything (mail order brides...but you did not hear it from me) and his email worked fine for me. Clicked on his sig and off it went...

OK...so I guess email is not working. I didn't get a "bounce back" when I emailed earlier so I assumed it went through.

In the mean time, PM me if you need to.