"I placed an order with CoolerGuys.com for a VGA cooler for an ATI video card. Four days later I was happy to receive my order (I paid for expedited shipping). But they sent me the wrong cooler, one for an NVidia video card! I rechecked my order and sure enough I ordered the correct part they simply shipped the wrong part. Even the packing slip accompanying the shipment listed the ATI cooler that I ordered.
I'm in the process now of trying to get the right part shipped to me and have them take back the wrong part or just refunding all of my money, including shipping due to their mistake. My order consisted of only 1 item. Hopefully they will rectify their mistake AND go the extra mile to make amends.
Update:
Josh from Coolerguys responded to my email explaining the situation the very next business day after I sent it. He had the correct part shipped next day air along with a return tag to cover return shipping of the original part. He really exemplified "customer service" and showed me the importance Coolerguys places on happy customers. Alot of places these days give you the run around in a situation like this (which was what I was preparing for) but Coolerguys addressed the situation quickly and professionally. I won’t hesitate to shop at Coolerguys.com in the future. Kudos to your customer support!"
"Smooth process, great packaging, fast shipping. No problems at all. I order frequently from these guys.
You can trust this company !"
"Excellent vendor. Lowest cost, 128-bit encrypted secure ordering page, cheap shipping and it arrived in safe padded packaging. You can't do better then Coolerguys, guy!"
"Mostly good experience. I ordered various cables (round IDE, SATA, etc) from CoolerGuys on Dec 17th, and it shipped 2 days later. However when I received it (Dec 22), two cables were missing from the order.
I quickly let the company know by email, and though I got no email response, they arrived today (Dec 30). Mostly good experience, pretty fast turnaround for the holidays.
Would buy from again."
"This was my first order with Coolerguys and I have to say that they are an outstandingly excellent merchant! Order was placed during the middle of the final crush of the holiday season (12-16). Normally I try not to order anything during this period but they were the only (remaining) merchant in the U.S. I could find that carried this part and I did not want to take any chances on them selling out.
Well, they came through with flying colors! Order was shipped same day. I received and initial order confirmation email within an hour of placing the order followed by a ship-out confirmation email 3 hours later. Parts arrived well packaged and as ordered. Simply perfect.
Only very minor gripe would be that shipping was just a little on the high side but well within acceptable.
Overall I could not have asked for a better shopping experience and I will make a point of patronizing this merchant in the future so long as they continue deliver outstanding retail service."
"Awesome store, real shipping rates, great customer service.
Ordered a bunch of accessories from them, and they had no problem making changes to the order as well as the shipping address."
"I ordered some hard drive fans which totalled about $50 when it arrived at my courier it was damaged so they sent it back to coolerguys. I contacted them via and they shipped a new set of HD fans so I am expecting this set to arrive safely."
"Several orders from this company. No snafu's. Could have kept me better informed but did a great job when I brought it to their attention. Timely shipping and very competitive prices on some items. Deserves your business and will get mine again."
"Coolerguys have always provided good products at great prices. I have purchased items from them for years and they never disappoint."
"i love the service and timeing on my order. The website was easy to read. Everything was ok"
"Super great deals and fast shipping. 10 stars!!
They have everything you need for any kind of cooling project that you can think of. Thanks"
"This is about my fifth order from coolerguys.com now and it has gone as smooth as the rest. I have always received my order confirmation right away, and the shipment confirmation as soon as it is sent out. The packaging is good and the items arrive on time. I wouldn't hesitate to order from coolerguys.com again!"
"I placed an order 10/9/05 and received my items a week later via UPS (Tracking was provided). I installed the CPU fan I purchased, only to see that it did not function at all. I called coolerguys.com but was directed promptly to an answering machine so I decided to write an email letter. I was contacted within 48 hours by their customer service department. Instead of returning my item for cash/credit, coolerguys.com offered to send a replacement fan.
Although, the "new" fan I bought was defective and was beyond their control, I am very satisfied about coolerguys customer service.
"
"Ordered a Lian Li case 10/01 and was shipped the wrong one. Took four calls to get a return call and a the correct case was supposedly shipped. It is now 10/25 and still no case. The UPS tracking number i was provided cannot be tracked. Order at your own risk."
"Was kind of confused by their shipping/checkout at first but Mark was there to straighten things out. "