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DoubleDigits
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PostSubject: Not cool Blackriver...   Fri Jul 17, 2015 2:40 am

I recently placed yet another order through Blackriver ramps (I think this was my 6th order from them in the past 3 months!!!). The order arrived VERY promptly and packaged AMAZINGLY as always. However, there was a 'Street Kicker' missing from my order (valued at 14.99EUR)? Hey, accidents happen right? And these guys are no doubt hella busy completing orders etc, so I will just contact them and let the know the score. Well...2 1/2 weeks later and several emails and not a single response? All I wanted was a refund or replacement for the ramp I paid for...is that really so much to ask?

Sadly, I have had to open a PayPal dispute over this one...which is REALLY disappointing considering I have had ZERO issues with Blackricer in the past.

- Jono

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PostSubject: Re: Not cool Blackriver...   Fri Jul 17, 2015 2:53 am

DoubleDigits wrote:
I recently placed yet another order through Blackriver ramps (I think this was my 6th order from them in the past 3 months!!!). The order arrived VERY promptly and packaged AMAZINGLY as always. However, there was a 'Street Kicker' missing from my order (valued at 14.99EUR)? Hey, accidents happen right? And these guys are no doubt hella busy completing orders etc, so I will just contact them and let the know the score. Well...2 1/2 weeks later and several emails and not a single response? All I wanted was a refund or replacement for the ramp I paid for...is that really so much to ask?

Sadly, I have had to open a PayPal dispute over this one...which is REALLY disappointing considering I have had ZERO issues with Blackricer in the past.

- Jono

They seem really hit or miss with emails...they've promptly answered some of my emails and straight up ignored other ones.
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DoubleDigits
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PostSubject: Re: Not cool Blackriver...   Fri Jul 17, 2015 3:38 am

I have found EXACTLY the same thing!!! I asked them about a 'bulk buy' discount a number of months ago and got a reply within 24 hours hmm

- Jono

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PostSubject: Re: Not cool Blackriver...   Fri Jul 17, 2015 5:23 am

they are very iffy when it comes to emails, thats for sure

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PostSubject: Re: Not cool Blackriver...   Fri Jul 17, 2015 9:34 am

I already said this about brr service but it's time to say it again : IT'S TERRIBLE!
Wich is a shame since they are one of the best companies out there ... the costumer service should be taken seriously.

Does the kicker appears in your bill? You bought it for sure?
Oh if you unboxed it in front of camera you should send them the link ... If they didn't said anything by now they probably think you are just a kid who wants free stuff

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DoubleDigits
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PostSubject: Re: Not cool Blackriver...   Fri Jul 17, 2015 9:42 am

I didn't film the unboxing sadly...I always forget to, lol.

It was 100% on my bill and I was definitely charged for it :/

I thought they might think I am trying to 'get some freebies' too but I have brought many, MANY items from them in the past.

Oh well, its in PayPal hands now, lol.

- Jono

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PostSubject: Re: Not cool Blackriver...   Fri Jul 17, 2015 10:07 am

Maybe try contacting them through the facebook page?

Sucks to hear they haven't responded but I'm sure you'll be able to get through to them somehow

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PostSubject: Re: Not cool Blackriver...   Sat Jul 18, 2015 10:36 pm

i've only ordered from blackriver once.. and i hadn't received an email that they had shipped my order, so i emailed them and they answered right away. within the next two days my order was on it's way and i had tracking!

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PostSubject: Re: Not cool Blackriver...   Sun Jul 19, 2015 1:41 am

Don't get me wrong, Blackriver post INSANELY fast and professionally... This was more a case of 'when something goes wrong with your order' they couldn't care less :/

- Jono

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PostSubject: Re: Not cool Blackriver...   Sun Jul 19, 2015 1:02 pm

:/ sucks
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PostSubject: Re: Not cool Blackriver...   Sat Jul 25, 2015 2:36 am

After 3+ weeks waiting, 3 emails and a PayPal dispute, I FINALLY heard back from Blackriver...asking what the problem with the order was??? I explained the situation (for the 4th time) and haven't heard back since, lol!

What a joke...

- Jono

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PostSubject: Re: Not cool Blackriver...   Sat Jul 25, 2015 3:16 am

Wow. Sounds like a terrible customer service experience. Well hopefully they make it up to you, they seem to be a hit and miss with things like this. I've never ordered straight from BRR, I've always went through Flatface and other sources, but I hope they make it up to you with a refund, or your product purchased w/ extras. Keep us updated with this.

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DoubleDigits
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PostSubject: Re: Not cool Blackriver...   Sat Jul 25, 2015 3:51 am

It truly is...I have only had one other experience which comes this bad. I stressed to them how unprofessional the customer support is (particularly for a 'repeat' customer who has been buying from them on a fortnightly basis).

In all honesty, at this point in time I don't think they are going to do anything to rectify this issue...its likely going to end up being a PayPal refund (which is all I wanted to begin with, lol).

- Jono

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PostSubject: Re: Not cool Blackriver...   Sat Jul 25, 2015 4:57 am

DoubleDigits wrote:
It truly is...I have only had one other experience which comes this bad. I stressed to them how unprofessional the customer support is (particularly for a 'repeat' customer who has been buying from them on a fortnightly basis).

In all honesty, at this point in time I don't think they are going to do anything to rectify this issue...its likely going to end up being a PayPal refund (which is all I wanted to begin with, lol).

- Jono

Lol. I see. Well I'm glad you're a chill customer unlike some people who go bat shit crazy over a fingerboard product that was worth a nickle. wink

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PostSubject: Re: Not cool Blackriver...   Sat Jul 25, 2015 5:03 am

Haha, thanks dude! I try to keep things as chill as possible wink

No point crying over spilt milk so to speak very happy

- Jono

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PostSubject: Re: Not cool Blackriver...   Sat Jul 25, 2015 5:36 am

DoubleDigits wrote:
Haha, thanks dude! I try to keep things as chill as possible wink

No point crying over spilt milk so to speak very happy

- Jono


Hahaha!

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PostSubject: Re: Not cool Blackriver...   Fri Jul 31, 2015 6:40 am

Got my money back via PayPal in the end.

- Jono

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PostSubject: Re: Not cool Blackriver...   Fri Jul 31, 2015 1:50 pm

good to know man, it seems pretty bizarre how bad black-river's customer support can be.. youd think they would be on top of their game in all aspects of the company

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PostSubject: Re: Not cool Blackriver...   Fri Jul 31, 2015 4:32 pm

good to hear

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PostSubject: Re: Not cool Blackriver...   Sun Aug 02, 2015 2:16 pm

Joe Connelly wrote:
good to know man, it seems pretty bizarre how bad black-river's customer support can be.. youd think they would be on top of their game in all aspects of the company
Yeah dude, I was really taken back by the whole thing. Like I said earlier accidents happen (-its only natural) which is fine, but not even acknowledging you have made a problem (when you clearly have)...well, that's just plain unprofessional No

Thankful to have my money back now happy

Fingers crossed nothing like this happens again.

- Jono

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PostSubject: Re: Not cool Blackriver...   Tue Aug 04, 2015 5:22 pm

i think their customer service has gone down over the last year or so. I was sent the wrong BW a few years back and they replied in 24 hours and I sent it back and received what I ordered the same week.

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PostSubject: Re: Not cool Blackriver...   Sat Aug 08, 2015 10:51 am

It took me a week to get a reply when I queried something.

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PostSubject: Re: Not cool Blackriver...   Sun Aug 23, 2015 12:56 pm

That sucks dude :/ hopefully one day they will send you more than you were waiting for haha.

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PostSubject: Re: Not cool Blackriver...   Sun Aug 23, 2015 1:19 pm

I have Big Mama on the way, so fingers crossed wink But I honestly doubt I will get more than a few 'free' stickers, lol.

- Jono

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PostSubject: Re: Not cool Blackriver...   Sun Aug 23, 2015 5:24 pm

I'm sorry that happened to you man, that's really strange. The thing a lot of people don't know about Blackriver is, they've downsized substantially in the last 5 years. As quickly as they blew up, they've sized down. The boom hit but it also stopped and they felt it. They aren't just cashing checks and fucking around believe it or not haha.

There are far less employees to manage everything, and they also put in more time than you'd imagine as well. Now, I'm not using that as an excuse as to why this should happen, I'm just saying the lack of customer support or increased room for error exists because things are really whacky. I was in their office pretty much daily last summer/fall and even sitting in the same building as them all, I would deal with communication issues that you'd never expect. I don't want to give too many details, but there was so much going on in the background that stuff (important stuff) was often overlooked, even me at times who was sitting in the same office.

I understand that they should have responded, which is something I don't get myself... but just know their intentions aren't what was shown in this situation. As far as getting extras in your next package, if this issue happened in the first place, I doubt they'll put two and two together for you unfortunately. Just know they mean well, but like anyone else have the potential for fuck up. If this happens again, please let me know and I will get in direct contact with someone if I can... though that's equally hard for me at times.

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