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Allthewhey never shipped my protein and wont answer emails...

eagleeye21

New member
I ordered 25 lbs of cinnabun on feb 3 and it says my order was delivered on 02/11/2009 which it wasnt, i contacted atw when i noticed that it said it was delivered and they contacted ups and ups contacted me. i signed the paper from ups saying i didn't receive it and i was in contact with them via the phone..


this email was sent to me:

I will file a lost claim for you. Since the item has been "delivered" it poses a problem, however UPS is typically not supposed to leave the item on your porch, it's supposed to be hand delivered so there is a good chance it will be ruled in your favor. If this claim is ruled in your favor, UPS will send us a check for the lost product so we can send you a new one free of charge. I will keep you posted when UPS gets back to me.

Regards,
-Steve Ball



now its been weeks and atw hasn't contacted me and when i email [email protected] and [email protected] asking about my status, i receive no answer. the last email i received was on Feb 23 and no response for about a week... i think ATW needs better customer service and i want an explanation about whats going on, i will be taking my business elsewhere and i hope the rest of you will as well.
 
eagleeye21 said:
I ordered 25 lbs of cinnabun on feb 3 and it says my order was delivered on 02/11/2009 which it wasnt, i contacted atw when i noticed that it said it was delivered and they contacted ups and ups contacted me. i signed the paper from ups saying i didn't receive it and i was in contact with them via the phone..


this email was sent to me:

I will file a lost claim for you. Since the item has been "delivered" it poses a problem, however UPS is typically not supposed to leave the item on your porch, it's supposed to be hand delivered so there is a good chance it will be ruled in your favor. If this claim is ruled in your favor, UPS will send us a check for the lost product so we can send you a new one free of charge. I will keep you posted when UPS gets back to me.

Regards,
-Steve Ball



now its been weeks and atw hasn't contacted me and when i email [email protected] and [email protected] asking about my status, i receive no answer. the last email i received was on Feb 23 and no response for about a week... i think ATW needs better customer service and i want an explanation about whats going on, i will be taking my business elsewhere and i hope the rest of you will as well.
Click to expand...

if it was delivered, you have to take it up with UPS or FED-EX. sometimes they just drop it off at the wrong address, and the schmuck that got it decided to keep it. i had ozzfest tickets overnighted (arriving the day before ozzfest), and somebody two blocks down got it. he had the grace to walk it over to my house - but that's not what everyone does.

bottom line, contact whoever delivered it, and have them try to pick it back up - hopefully the dork that delivered it remembers the house he gave it to - moving that 50 pound package hopefully has imprinted the delivery into his head.
 
eagleeye21 said:
I ordered 25 lbs of cinnabun on feb 3 and it says my order was delivered on 02/11/2009 which it wasnt, i contacted atw when i noticed that it said it was delivered and they contacted ups and ups contacted me. i signed the paper from ups saying i didn't receive it and i was in contact with them via the phone..


this email was sent to me:

I will file a lost claim for you. Since the item has been "delivered" it poses a problem, however UPS is typically not supposed to leave the item on your porch, it's supposed to be hand delivered so there is a good chance it will be ruled in your favor. If this claim is ruled in your favor, UPS will send us a check for the lost product so we can send you a new one free of charge. I will keep you posted when UPS gets back to me.

Regards,
-Steve Ball



now its been weeks and atw hasn't contacted me and when i email [email protected] and [email protected] asking about my status, i receive no answer. the last email i received was on Feb 23 and no response for about a week... i think ATW needs better customer service and i want an explanation about whats going on, i will be taking my business elsewhere and i hope the rest of you will as well.
Click to expand...

Eagle,
I will look into this for you. Actually in all fairness to Steve @ ATW he did what he had to do by filing a claim with UPS. You ordered a product and we sent the product to your door.
1 of 3 things happened.
1)It was Delivered.
2)It was Delivered then stolen.
3)Ups said they delivered it and simply didn't.
When something like this happens we put a claim in with UPS since they are the ones who had the product in their possession last. What I will do is go back and make sure everything was filled out correctly. The bottom line is you will get another shipment in due time. We have to have the claimed finished by UPS first. If you guys have a problem with CS simply hit me up. Eagle what i need from you is for you to call me 800-866-1970 lets gets this taken care of asap!!
 
Hey Dak,
We had over 2,000 orders in last week. I was told all internet orders would be caught up as of today. Sorry for the delay.
 
well if its anything like the delivery people around here, they delivered it and threw it on the lawn and it was stolen before you got to it. I came home too two supplement orders on my front lawn yesterday. one ups, one fed ex. im tired of this crap
 
I'm not trying to stir anything up but shouldn't you guys redeliver his 25lbs of protein? The guy placed an order and never received it. I understand UPS dropped the ball but that should be between your company and UPS not the customer who paid for his product and never received it. I know when an order was lost from NP they shipped a new one to me with no questions asked. I know i would be extremly pissed off if i ordered something a month ago and it never came and i have to wait until a claim is disputed between your company and ups. Like I said I'm not triyg to cause any problems and i know Marcus is a stand up guy and that all the whey is a great company but if your customer service is top notch the guy should have 25lbs of protein delivered within a few days.
 
joeymutz said:
I'm not trying to stir anything up but shouldn't you guys redeliver his 25lbs of protein? The guy placed an order and never received it. I understand UPS dropped the ball but that should be between your company and UPS not the customer who paid for his product and never received it. I know when an order was lost from NP they shipped a new one to me with no questions asked. I know i would be extremly pissed off if i ordered something a month ago and it never came and i have to wait until a claim is disputed between your company and ups. Like I said I'm not triyg to cause any problems and i know Marcus is a stand up guy and that all the whey is a great company but if your customer service is top notch the guy should have 25lbs of protein delivered within a few days.
Click to expand...

So just because someone says they didn't get their order means ATW automatically sends out a duplicate shipment?? Doesn't that seem like a good way to get scammed? Now, if ATW files with UPS/Fed Ex and UPS can't produce evidence that the product was delivered to the right person and ATW knows the customer is legit then a new product should be shipped. It sucks for the customer who didn't get their stuff and it takes awhile to get the new order, but both ATW and UPS want to make sure things are filed right and checked well because neither company want to lose money. Unfortunately I'm sure these things can take some time. I hope all works out well for everyone

I do know that the UPS and USPS guy here often drop packages off at my front door and leave it. Fortunately I live on base housing in a gated secure place and know all my neighbors well.
 
For real you guys (Americans) delivery comapnies Just drop sh1t on your Lawn?? Tell me your joking? That is absurd!:rant:
You gotta sign for it over here (Aus) or they take it back an hold it at nearest post office for you and leave a little pick up card in your letter box.
 
OzzY SluGGa said:
For real you guys (Americans) delivery comapnies Just drop sh1t on your Lawn?? Tell me your joking? That is absurd!:rant:
You gotta sign for it over here (Aus) or they take it back an hold it at nearest post office for you and leave a little pick up card in your letter box.
Click to expand...

It all depends on the deliverer. I live in an apartment complex, and if the order comes from UPS they will leave a note on my door saying that they delivered it to the main office. Other times I have had to drive to the nearest UPS center and pick up the package.

FEDEX is the absolute WORST. They simply come to your door, knock, and leave the package. They don't wait around for you to come to the door, there's no signing, NOTHING. If you live in a bad neighborhood with untrustworthy neighbors, you're screwed.

USPS (United States Postal Service) will usually make me pick up the mail at the Post Office nearby, or they will put it in my mailbox.
 
this company is a joke, i just received this private message. i will never do business with you guys again and i will spread the word.

Please delete thread
hey Boss can u please drop this thread and complain directly to the VP or President? I know it sux but would you feel better to yell one of them? Ask for paul..I dont mind you being pissed but to complain on a thread that we pay to be on isn't really helping. Thanks!


Marcam - Free Shipping OR
 
eagleeye21 said:
this company is a joke, i just received this private message. i will never do business with you guys again and i will spread the word.

Please delete thread
hey Boss can u please drop this thread and complain directly to the VP or President? I know it sux but would you feel better to yell one of them? Ask for paul..I dont mind you being pissed but to complain on a thread that we pay to be on isn't really helping. Thanks!


Marcam - Free Shipping OR
Click to expand...
mod edit: you need to relax.
 
eagleeye21 said:
this company is a joke, i just received this private message. i will never do business with you guys again and i will spread the word.

Please delete thread
hey Boss can u please drop this thread and complain directly to the VP or President? I know it sux but would you feel better to yell one of them? Ask for paul..I dont mind you being pissed but to complain on a thread that we pay to be on isn't really helping. Thanks!


Marcam - Free Shipping OR
Click to expand...

Use snagit or OneNote to take a clip of that PM, because thats a lil hard to swallow, yet not entirely impossible. Though the bottom of your "copy and paste" of the PM looks a lil weird, why would he sign off "Marcam - Free Shipp OR" though the top of this thread looks familiar Invalid Link Removed

My dear Watkins...
 
i copied and pasted it and left out the rest of his signature as you can see....

i dont have enough posts to post a link i guess so

img19.imageshack.us/img19/4274/41080504.jpg




AND TO YOUR COMMENT ABOUT IT BEING THE SHIPPING COMPANIES FAULT, THEY SENT ALL THE WHEY A CHECK FOR THE FULL AMOUNT, WHICH IS EXACTLY WHAT UPS HAS TOLD ME, AND ALLTHEWHEY HASN'T EMAILED ME BACK OR MADE ANY ATTEMPT TO MAKE THIS RIGHT!!! AS FAR AS IM CONCERNED ALL THE WHEY HAS BEEN PAID 2X FOR THE PRODUCT WHICH HAS OR HASN'T BEEN SHIPPED. SO DO NOT CUSS AT ME BECAUSE YOU KNOW NOTHING ABOUT THE SITUATION!!!
 
ozarkaBRAND said:
Ha.. Ok buddy. Sure.

You know what, fukc off. ATW is NOT at fault here. It is the delivery company. If you're going to be pissed off, at least be pissed at the right people.. You son of a fukcing bicth. I cannot stand ass holes like you.
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WOW!!!! how could you say that to someone that bought a product and never received it? Whether it is ups' fault or ATW fault it doesn't matter. If the company had good customer service they would resent it no questions asked. That's what nutraplanet did for me. The company needs to deal with the claim from ups not the customer that's bullshit. To the OP, thank you for posting this, We now know we are taking a risk of paying for a product and never receiving it. Please keep this thread updated on when you receive your package so we all know how long it takes for you to get your product that you already paid for. I feel for you bro. You have every right to be pissed and you had every right to post this thread. Thank you for doing so.
 
joeymutz said:
WOW!!!! how could you say that to someone that bought a product and never received it? Whether it is ups' fault or ATW fault it doesn't matter. If the company had good customer service they would resent it no questions asked. That's what nutraplanet did for me. The company needs to deal with the claim from ups not the customer that's bullshit. To the OP, thank you for posting this, We now know we are taking a risk of paying for a product and never receiving it. Please keep this thread updated on when you receive your package so we all know how long it takes for you to get your product that you already paid for. I feel for you bro. You have every right to be pissed and you had every right to post this thread. Thank you for doing so.
Click to expand...
I hate people like him. Starting a thread, hell, joining a forum, just to complain. There are far better ways to get in touch with someone high up in the company. If emails don't work (they don't, sometimes, spam filters, etc...), find a number and call. Don't come in and bicth about it on an internet forum... it is absolutely ridiculous and childish.
 
joeymutz said:
WOW!!!! how could you say that to someone that bought a product and never received it? Whether it is ups' fault or ATW fault it doesn't matter. If the company had good customer service they would resent it no questions asked. That's what nutraplanet did for me. The company needs to deal with the claim from ups not the customer that's bullshit. To the OP, thank you for posting this, We now know we are taking a risk of paying for a product and never receiving it. Please keep this thread updated on when you receive your package so we all know how long it takes for you to get your product that you already paid for. I feel for you bro. You have every right to be pissed and you had every right to post this thread. Thank you for doing so.
Click to expand...


Well, you gotta look at it on both sides.


Yea it sux that he didnt get his package, but whose to say he didnt recieve it and is trying to get 25 more pounds ( not saying you are OP). So on ATW side that means they are losing out and getting scamed..


But then again it sux for the OP because he paid for his sht and never got it. Its an unfortunate circumstance and really no one is at fault except the shipping company..
 
eagleeye21
Your right UPS paid the claim on the 16th. We haven't received the check yet. But now that we have the confirmation that it was paid. I will process your order again.
 
spres444 said:
Well, you gotta look at it on both sides.


Yea it sux that he didnt get his package, but whose to say he didnt recieve it and is trying to get 25 more pounds ( not saying you are OP). So on ATW side that means they are losing out and getting scamed..


But then again it sux for the OP because he paid for his sht and never got it. Its an unfortunate circumstance and really no one is at fault except the shipping company..
Click to expand...

That's the whole part of owning a business you have to deal with **** like this.
I have no issues with ATW I think they are a great company and i have bought there products before with no problems. The problem I'm seeing here is bad customer service. If you ordered something on ebay and didn't receive it you would first notify the seller, the seller would check with the delivery service and handle it from there. The seller would contact you and let you know if your getting a refund or if they will reship your product The seller would deal with the delivery service not the buyer. The buyer holds no responsibilities. You guys are coming in here and giving the OP a lot of **** for posting that he placed an order, emailed the company and still hasn't had anything happen. He had every right to create this thread. The buyer did nothing wrong!!!

Like i said i have nothing against ATW I just think they could have handled this situation a little better. If the buyer used paypal then he could have opened a dispute and said that he never received his package and he would have been refunded within 21 days. It's been what 6 weeks.

I'm glad that the OP will be getting his protein shipped out again and that the issue is being resolved. Hopefully this doesn't happen often. People need to stop swinging from companies ball sacks and understand how good customer service should run.
 
I simply wanted to post my situation so I could make other customers aware.. I was simply trying to handle things professionally but ozarkaBRAND had to come in and flame me and then has the nerve to call me childish... I will obviously post when I receive my order. I was just thinking because marc said they had "600 orders last week" and I never received any response the few times I emailed them that they had horrible customer service and are far too understaffed. I'm sorry if i offended anyone but that is where i'm coming from...
 
ozarkaBRAND said:
I hate people like him. Starting a thread, hell, joining a forum, just to complain. There are far better ways to get in touch with someone high up in the company. If emails don't work (they don't, sometimes, spam filters, etc...), find a number and call. Don't come in and bicth about it on an internet forum... it is absolutely ridiculous and childish.
Click to expand...

yet you took your time to respond? :type:
 
EE21
Its all good, it's just tough because I do not do customer service anymore, and I have done everything in my power to keep AM members 100% stoked about ATW. (Nobody works harder then US in the gym and supps play a huge key in guiding us along on our journey). With that being written, I am out of touch with you guys unless you email or call me directly if something is not up to par.
In this case, you posted weeks after not getting anywhere. So I actually went in and re did your claim and found out there was information not complete. Long story short it is completed and your package is going to be resent.
---------------------------------------------------------------------------------
Bottom Line to all of US that order online, it is OUR responsibility as the consumer to state on the second address line of UPS/FEDX :
DO NOT LEAVE PACKAGE W/OUT A SIGNATURE!
(Or you run the risk of UPS saying it was delivered).
Worst case you have to pick it up after work at ups or fed x or have it sent to the their hub.
or
Have it sent to your place of employment where it can be signed for at the front desk.
WE as consumers run the risk of drivers saying (delivered) that they dropped it off!!!!
Legally ATW did our part by sending the package, you were issued a tracking number by UPS.
I know some of you guys hate to read that but it is what it is.
We then go the extra mile and fill out the paper work that would take you weeks to figure out.
In the end you will get your product, but I think when something as unfortunate as this occurs one should call in and speak to the highest authority.
(Who is to say you emails were not getting through to customer service or being filtered to junk mail?)
 
spres444 said:
Well, you gotta look at it on both sides.


Yea it sux that he didnt get his package, but whose to say he didnt recieve it and is trying to get 25 more pounds ( not saying you are OP). So on ATW side that means they are losing out and getting scamed..


But then again it sux for the OP because he paid for his sht and never got it. Its an unfortunate circumstance and really no one is at fault except the shipping company..
Click to expand...
:goodpost: bottom line is the customer always gets taken care of by UPS/ATW
 
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