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I ordered and paid for a Prinsu Pro rack. I waited the 5 weeks they said to wait. Then the run around started. I called spoke to an human and was texting with someone from the number on the Prinsu Website (this is important point).
Me: order status please. Them :Oh yeah thats gonna ship tomorrow.
A week goes by.
Me: Has it shipped yet? them: I don’t know. I think that’s still in powder coat.
Me: Wait.. I was told is was gonna ship tomorrow a week ago. Them: Um.. we’re behind. It should ship Monday. Me: Tuesday morning : did it ship? Them: I don’t have that information.
Me: I think I want to cancel And go with different company like Wescott. Them: only someone from Prinsu can cancel orders.
huh? Who the heck have i been communication with this whole time?
On week 7 now.
I was warned not to go with Prinsu because thier customer service is awful by multiple people. I ignored that warning. it’s my fault. Lesson learned. Buy from them at your own risk.
UPDATE: Good news: Rack finally arrived. Bad news: Wrong hardware in the package. Plus missing hardware. Reached out to Prinsu with exactly what was missing. Took days to reply. Rather than just say "oops, we'll send out the missing parts express" like most companies do. I got "go to our website and fill out a form and we'll evaluate it" Since I've run multiple customer service teams and organizations over 30 years - such simple things could have been done to make this a better experience.
Me: order status please. Them :Oh yeah thats gonna ship tomorrow.
A week goes by.
Me: Has it shipped yet? them: I don’t know. I think that’s still in powder coat.
Me: Wait.. I was told is was gonna ship tomorrow a week ago. Them: Um.. we’re behind. It should ship Monday. Me: Tuesday morning : did it ship? Them: I don’t have that information.
Me: I think I want to cancel And go with different company like Wescott. Them: only someone from Prinsu can cancel orders.
huh? Who the heck have i been communication with this whole time?
On week 7 now.
I was warned not to go with Prinsu because thier customer service is awful by multiple people. I ignored that warning. it’s my fault. Lesson learned. Buy from them at your own risk.
UPDATE: Good news: Rack finally arrived. Bad news: Wrong hardware in the package. Plus missing hardware. Reached out to Prinsu with exactly what was missing. Took days to reply. Rather than just say "oops, we'll send out the missing parts express" like most companies do. I got "go to our website and fill out a form and we'll evaluate it" Since I've run multiple customer service teams and organizations over 30 years - such simple things could have been done to make this a better experience.
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