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Disappointed with Kellyco customer service

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Since my order was on indefinite backorder I called and cancelled my order with them Monday. I had expected a long wait on getting my money refunded. To my surprise it was refunded thu paypal the next day. I ended up ordering my 305 from Richard at backwoods detectors. He had what I wanted in stock and replied quickly to all my emails. I ordered my machine Tuesday afternoon and had it Thursday morning. I do appreciate that kellyco refunded my money promptly, that says a lot about them. I do hope that they work on improving customer communication. I imagine they recieve the lions share of online metal detector orders. I have no idea how many they employ but I imagine a lot of the issues mentioned here come from a high work load. At least they are in this forum trying to make things right. I tried to contact other dealers and never got the first response. I guess they are doing well enough they can ignore customers.
 
well i was on my way to read then go to bed when i see this post...

i ordered my teknetics delta 4000 through kellyco..

nothing but problems.

it is entirely too much to type now.
i will just say that i will never purchase from them again.

but i will say talking to around 6 different people or more, they were all nice.
just never did what they said they would. dont call back or reply to emails etc.
stephanie has to be the worst customer service rep in the history of mankind.... i am still waiting on my reply 3-4 months later...

VERY slow help if at all.. (not just steph)
 
Ladies & gents, please keep it civil, we are not here to bash a company but if you provide constructive criticism perhaps they can take notice and improve their service. We can all benefit in the end.

KellycoChick is here to help if you have a problem, perhaps contacting her directly will resolve your issues faster.

Some members wonder why these posts are permitted here, those who also own a business understand that customer feedback is invaluable information and if used properly can increase their bottom line by fixing the things that their customers point out.
In fact, some of the forums that I visit would have their sponsors asking for feedback every month so they can improve their business, members would submit a list of things they would like to see fixed/added/taken care of.

Thats what the forums are for after all.
 
I think it's been civil so far. I've only seen honest reviews from both sides. Have I missed something?
 
I can tell you that we (Kellyco) do take notice and act on all of the comments good and bad on all of the industry forums. You guys and gals are what makes our company a success and helping you all is number one in my book.

I actually run the department at Kellyco that has the task of monitoring all social media venues including forums and Vlad is correct, it is great to get feedback. My only wish is if a customer has an issue they will use the private message function to get things worked out prior to a public post, after all that is what KellycoChick is here for. When I took this position 3 years ago we had very little presence on the forums and I made the decision to put a dedicated person (KellycoChick) on the forums to monitor and improve our customers experience. We have had some really great suggestions and our share of issues, but one thing is for sure, all posts are seen and acted upon, both on the forums (publicly or privately) and internally as well.

With this said, please know that every one of you are valued by Kellyco even if you have never purchased anything from us or never do. You all are the heart of the metal detecting community and we would be foolish not to listen to your comments and opinions. You have my personal promise and dedication to improve your experience with Kellyco as best I can and take action when necessary.
 
Like he said they do their best to provide items even if one does not make a purchase. I let them know I wanted free information and recieved a news letter of sorts with deals, merchandise and stories of some finds that were submitted to them. It was interesting reading.
And I also submitted a story of a recovery some time back for a contest they had and that made their web site, so for those interested in having their finds making a web site for a certain brand or model machine, Kelyco is a good place for that.
 
metdetdevl said:
My only wish is if a customer has an issue they will use the private message function to get things worked out prior to a public post, after all that is what KellycoChick is here for.
Click to expand...

I don't want to sound like an A@% but most of the bad experiences have given way more than enough time/chances to correct issues before posting.
It should not take us sharing our experience on a forum to get things resolved.

I would not be posting if I had just been kept informed of my order status like every place I have ever dealt with does.

Actually I would be posting positive for Kellyco had they just told the truth about back ordered items and kept me updated.

I had to call to see if my order was processed/shipped.
I had to call and ask about a tracking number.
I had to call (4 times) to find out why I was missing items.
and guess what, I haven't heard a peep since on the missing items.
Looks like I have to call again monday morning to find out what is up.
 
econoaddict said:
I had to call to see if my order was processed/shipped.
I had to call and ask about a tracking number.
I had to call (4 times) to find out why I was missing items.
and guess what, I haven't heard a peep since on the missing items.
Looks like I have to call again monday morning to find out what is up.
Click to expand...

Call kellycochick, she offered to help and left her number in this thread.
 
what he is saying, and i totally agree ... is that their is no reason to "message so and so now" it is over with... in the end i got the items that i ordered...


"I had to call (4 times) to find out why I was missing items.
and guess what, I haven't heard a peep since on the missing items"


did you ever get your 4 items?

----------------------------------------------------------------------

i decided to share my experience with you guys now so bare with me...

i decide i want to buy a detector and after searching online for a while i figured id purchase the delta 4000 from kellyco. i call 9am. i speak to a man
(i have forgotten his name since) and he assured me that if i placed my order before 1pm that day he would "personally" make sure that it was shipped.
i went to the bank deposited the money, with a cash deposit the funds are available on the spot. so no problem there. i go home and order the 4000. this is at 10am, and called like i was told. another man answered the phone and told me that the first one was busy and that he would call me back as soon as he was finished with another customer. he takes my named and number and order number down. i never get a call back. a few hours later i get an email that the item was back ordered and it would have to be drop shipped. from yet another person, this time i do remember the name. anyway it wasn't shipped that day it took almost a week for me to get a tracking number, in that week steph was all nice and talkative until i asked for my tracking number, then i never heard from her again.. to this day.
i had to call to get a tracking number, the first time i called i was routed to the "head of customer service" or something of the sort. it was a woman i want to say her name started with a J but i am not sure.. id also say she was a heavy set white woman (i have no idea why i think that tbh) well she put me on hold and called the factory who said they didn't have a shipping number for me yet it would be a few hours to another day and that she would call me back. she never did. i called and had this done to me one more time with another woman. (this is a few days) the third time i called i actually got a tracking number. then it wasn't delivered the day it was supposed to because they forgot to copy the apt number over for ups! i called kellyco and was told that it was their fault because i had submitted the apt # in my info to them and that he was "very sorry for the mix up"


that my friends is a true story.
all together prob around a week and a half before i knew what was going on.
i never talked to the same person more then once except steph.
and that was up till the email where she said shed get the tracking # for me.
then i never heard from her again.
the rest just honestly never called back.

good deal, nice items. good price. the rest sucked.

i personally wouldn't purchase off them again. but that's me.
 
leatherneck said:
I ended up ordering my 305 from Richard at backwoods detectors. He had what I wanted in stock and replied quickly to all my emails.
Click to expand...

Yep, Richard is the man :clap:

I can't even recall how many machines I've gotten from him. He's always quick and honest.
 
badnewz said:
"I had to call (4 times) to find out why I was missing items.
and guess what, I haven't heard a peep since on the missing items"


did you ever get your 4 items.
Click to expand...

Sorry, added an extra "s", its only one item.
I had to call 4 times before anyone could tell me anything.

I haven't recieved anything yet.

Vlad: I will call Kellycochick if future need arises, during my order process etc I didn't know she was available to deal with this stuff, I ordered from their site and used the phone numbers from the site for customer service.
 
My Experience

I bought my first detector from KellyCo after doing a ton of research. I ordered over the phone and talked to Leilani and she answered all of my questions immediately.

I placed my order at about noon Hawaii time which is about 1700 Florida time n a Wednesday. I was charged only $25 for shipping to Hawaii (which is dirt cheap - we are usually considered a foreign country for shipping).

My detector arrived on Friday at about 1100 and shipping actually cost about $50 - so I made out there. And, was very impressed at the speed of shipping.

The freebie accessories - the only item I use is the Minelab pouch for finds - I have bought another digger (Lesche) and another pinpointer (Garrett pro pointer) - to me the freebies were free but not really worth what is claimed.

I would give them about a 7 out of 10.
 
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