I've ordered a lot of stuff in the past few years from PBK and have always had great experiences with their great pricing and service, but I'm done. Based on recent web posts, it sounds like they have been sliding for a while, but I'm just figuring it out. For anyone considering doing business with them, I'd recommend caution based on my recent experiences.
In the last few weeks:
1. They sent me promotion for 15% off my entire order if I put some feedback on their site based on recent order experience. I've always liked PBK and wanted the discount, so a little feedback for a coupon was a good deal. I checked carefully for exclusions, but none were listed. After I filled out the feedback, they sent me a code for 15% off, with the language "normal exclusions apply", whatever the hell that means. Of course, the discount code didn't work on the stuff I wanted to buy. I have no problem with exclusions, but it's bad business to hide them up front and then drop some broad "normal exclusions apply" crap once I've already held up my end of the deal. I complained and they basically said "too bad, we have exclusions on that product". I chalked that up as a bit shady, but not enough to stop doing business with them.
2. I put an order in for a few things (around $230 worth of stuff) and it was showing a shipping charge at checkout. Their website clearly says "free shipping when you spend $79 or more". Earlier that day, I had put in another order for around $1,000 and got free shipping, no problem. I didn't understand why I couldn't get free shipping on my $230 order and I sent them a note. Their response was "no free shipping on orders over $200". That's BS since I got free shipping that same day and I can do it today on some items over $200 (but not others). What a cluster... Again, if they have a policy or exclusions, just make them clear rather than wasting my time.
3. Final straw - I just got the email from AirCityPost wanting my customs fees and an additional $21.50 fee for "advancement and handling" for a recent order. I don't mind the customs fees, but the $21.50 is just a shipping fee (under another name). This is PKB's way to pass their shipping costs on to their customers without telling them up front. I should have known this was coming since it's all over the web that BPK is now using AirCityPost on any orders over $200 to the US. Shame on me for not picking that up, but PBK is misleading their customers here. Once again, I would not have a problem with this policy if it was clearly stated on their web page. It sounds like all PBK orders over $200 to the US are now processed through AirCityPost and subject to a $21.50 fee (above and beyond the customs fee). Why not make that policy clear on the website? I'll probably just pay the $21 and hope I get my stuff, but I'm done with PBK going forward.
None of these things are terrible on their own, but I'm just amazed at the response I've received from them. It's been a mix of lies and generally not giving a crap.
Is there something that's happened recently at PBK? I've either been very lucky for many years buying from them, or maybe I'm just having a string of bad luck now.
In the last few weeks:
1. They sent me promotion for 15% off my entire order if I put some feedback on their site based on recent order experience. I've always liked PBK and wanted the discount, so a little feedback for a coupon was a good deal. I checked carefully for exclusions, but none were listed. After I filled out the feedback, they sent me a code for 15% off, with the language "normal exclusions apply", whatever the hell that means. Of course, the discount code didn't work on the stuff I wanted to buy. I have no problem with exclusions, but it's bad business to hide them up front and then drop some broad "normal exclusions apply" crap once I've already held up my end of the deal. I complained and they basically said "too bad, we have exclusions on that product". I chalked that up as a bit shady, but not enough to stop doing business with them.
2. I put an order in for a few things (around $230 worth of stuff) and it was showing a shipping charge at checkout. Their website clearly says "free shipping when you spend $79 or more". Earlier that day, I had put in another order for around $1,000 and got free shipping, no problem. I didn't understand why I couldn't get free shipping on my $230 order and I sent them a note. Their response was "no free shipping on orders over $200". That's BS since I got free shipping that same day and I can do it today on some items over $200 (but not others). What a cluster... Again, if they have a policy or exclusions, just make them clear rather than wasting my time.
3. Final straw - I just got the email from AirCityPost wanting my customs fees and an additional $21.50 fee for "advancement and handling" for a recent order. I don't mind the customs fees, but the $21.50 is just a shipping fee (under another name). This is PKB's way to pass their shipping costs on to their customers without telling them up front. I should have known this was coming since it's all over the web that BPK is now using AirCityPost on any orders over $200 to the US. Shame on me for not picking that up, but PBK is misleading their customers here. Once again, I would not have a problem with this policy if it was clearly stated on their web page. It sounds like all PBK orders over $200 to the US are now processed through AirCityPost and subject to a $21.50 fee (above and beyond the customs fee). Why not make that policy clear on the website? I'll probably just pay the $21 and hope I get my stuff, but I'm done with PBK going forward.
None of these things are terrible on their own, but I'm just amazed at the response I've received from them. It's been a mix of lies and generally not giving a crap.
Is there something that's happened recently at PBK? I've either been very lucky for many years buying from them, or maybe I'm just having a string of bad luck now.