CBCS Customer Service Complaint9633
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Noblebeast315 private msg quote post Address this user | |
| Hello All, I want to first thank all of the forum members for all of their input, guidance, and informative responses to questions posted here. If CBCS had employed you all there customer service practices would be top notch. Unfortunately CBCS does not respond to emails Or follow up with phone calls, so they are very much detached from their customer base. This is very sad considering all of us have weathered the terrible turn around times and poor customer response from this company during there weakest point. Their move to Dallas. It was hard for CBCS, and we as loyal customers rode out the hard times with them. Now here we are with greatly improved turn around times, but the customer service has not improved at all. I have heard several times from posters “I emailed them two weeks ago and have yet to hear back”. When I would read this I would think to my self “damn that sucks. I hope do t have to go through that.” Every time. Well now CBCS has overcharged me and I am in that same boat. I turned in my Submittal form at Heroes Con on June 15,2019 with all my books, but CBCS did not credit me for the “VSP” promotion although it was written on the submittal form when I turned it in at the Con. The CBCS staff member Steve was aware of this as he stapled my print out submittal form to the hand written CBCS form. Yet I was not credited with the promotion as listed on the form. I only realized this when my credit card exceeded its balance,!and I looked into it. I was charged $394 (including shipping)!when I should have been charged $339 after shipping. My issue with CBCS is not the mistake, but their inability to communicate with there customers after the mistake has been reported. I emailed them twice on July 10, and again today July 24, 2019. I also called their customer line on July 23 and it was very obvious there customer support team was very disconnected from CBCS. They told me it could take up to a week to hear back from them and CBCS was under no obligation to reverse the charge. They even asked me if I have a photograph of the original submittal form !? Who of you have taken photos of your submittal forms before you submitted it? that was a sure sign their new support team was not familiar with CBCS processes. Luckily enough I actually had enough foresight to print two copies of the submittal and hand write the code on both before attending Heroes. Here are photos of both my print out and the hand written form from Heroes.   The worst part is not that they over charged me, but that the refuse to communicate with me that I have raised the issue. They over charged me a total of $55 dollars, how big of a deal is that to them? Why I would even need to provide proof is baffling to me. The sent me the email promotion and they can obviously check that, why should I have to provide proof? Is this really even something this company should be fighting me about? Seriously are they ready to lose one single customer over fighting for $10 a Signature??? Apparently CBCS just does not want to deal with these issues, because they refuse to respond. I find it completely disrespectful to their customer that they can not respond to inquiries professionally. Any legit business would respond within 48 hours even if it was a canned response. With CBCS you get nothing. I have them 48 hours to respond to my email today and I would Expect they would be able to find the time to respond, but if not I will Be moving on. I post this because I think we all deserve better from CBCS, and this is a BIG area they need to improve on. We have all been loyal customers to CBCS, and for this company to grow they need us to be the ambassadors of their company. Naturally as happy customers we would go to conventions and tell other folks how happy we are with CBCS, as I have done so myself in the past. But why would I continue to endorse this brand if they can not respect their customers enough to respond to their emails? Thank you all for your many efforts as I can say you truly care more then the company we endorse. All the best to you for all you do. |
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GanaSoth private msg quote post Address this user | |
| I totally understand what you're saying and how you feel. (ComicXposure) doesn't ever respond to emails (basically stole my money) and that was the first and last time I will ever deal with them. I will also be my bad- mouthing them every chance I get. I really hope CBCS gets better customer relation skills before they lose the respect of the comic collecting community. It's a two way relationship. |
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 Collector
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David1977 private msg quote post Address this user | |
| I had a similar issue. I called before I was charged, since the online statement showed that I haven’t paid. I paid 100 cash and was supposed to be charged $20. Of course, I was then charged double. Then it took 2 weeks of calls and complaints before I was given a refund. Then one of my books was suspicious damaged but of course, that was how they got it. I’m so pissed at CBCS. I always used their books, but I’m thinking of moving to CGC. UGH. | ||
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Collector
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Noblebeast315 private msg quote post Address this user | |
| @David1977 Sorry to hear that. CBCS should be on top of that. Hopefully they can make it up to you, to keep you as a customer. | ||
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Collector
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Noblebeast315 private msg quote post Address this user | |
| @GanaSoth Absolutely which is why I don’t understand them distancing themselves from their customer base. We are ambassadors for their brand but if they can’t dignify their own customers with responses why should we carry their torch? I have plans of continuing to use CBCS’s services, but this will change if they can not respond to my inquiries. | ||
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 Collector
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Rafel private msg quote post Address this user | |
| Noblebeast, What is the email address you sent it to? You can't believe the crap I've endured with them BUT I keep coming back because they have he best prices and graders (imho). | ||
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 I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
| I had similar problems, no returned calls, no responses to emails, when CBCS did respond they aksed me what the email was about, though I send all the corroborating emails attached so that all you had to do to figure out what was wrong was read the previous emails. Finally after several attempts I got a phone call from them where they asked me what i needed but a least they (Kendra) listened. she apologized for the confusion and told me what i needed to do. It took weeks to resolve a problem that should have taken 5 minutes, like it finally did. here's what i got and used. email CBCS and CC Beckett (find them on their website). CBCS would easily be the best if they could get their non-responsive customer service under control. | ||
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Collector
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Rafel private msg quote post Address this user | |
| As of 06-04-2019, I deal with PAM KESTEN pkesten@cbcscomics.com. She answers my emails in less then 24 hours. | ||
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 Collector
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Darkseid_of_town private msg quote post Address this user | |
| Noble why don't you message Tim Bilderhause here in the forum and see if he can cut through the tape and resolve it for you? He seems very capable and has been seen to do such things in the past here... | ||
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I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
| All the help being offered here is great but why should we (the customer) have to jump through hoops and use back doors to get customer service? That’s what the email and number are for. | ||
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 Collector
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etapi65 private msg quote post Address this user | |
| You should NOT have to do this, but when I did the 10 day TAT offer I went way overboard. I was thinking to myself...how does this process work? am I sure the paperwork will stay with the books? Due to the number of books I submitted I broke them into three "bags" of books. With every single bag I included a copy of the invoice and hand-wrote the code on it. The only reason I bring this up...I wonder if at some point the original invoice you printed got separated from the submission since there was also the carbon form from the con. This should not happen, and is no excuse, but could explain the confusion of being overcharged. As far as customer service responses; there's really no defending that. Mistakes will happen, a company's integrity is based on their ability to respond and rectify those mistakes. | ||
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 Beaten by boat oars
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Studley_Dudley private msg quote post Address this user | |
| I feel like I'm the exception, rather than the rule. I've always had prompt responses from Customer Service. I'm sorry you're going through this @Noblebeast315. I really hope it gets resolved in as fast and correct way as possible. Love the product, but some aspects are still a little behind. Best of luck to you. | ||
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Collector
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etapi65 private msg quote post Address this user | |
Quote:Originally Posted by Studley_Dudley I've had fairly good luck. Oddly, I get customer service response right up until they figure out how to resolve my problem...then I don't know what they've decided until I get my submission back and look at the comics; but everything has turned out fine each time. |
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I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
Quote:Originally Posted by etapi65 The answer COMMUNICATION! |
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 Collector
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Wyldchyld private msg quote post Address this user | |
| I have the same problem with my books from Heroes Con was not credited with the VSP or my $25 coupon that I had. It was clearly written on my invoice and the total charge was correct on my paper invoice but it doesn't show on my online invoice. I tried calling with no luck and emailed them and got no response. I love using CBCS but their customer service is not very good. It's only $35 but it would have covered the shipping charges. | ||
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Collector
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etapi65 private msg quote post Address this user | |
Quote:Originally Posted by WyldchyldSounds like they may be having an issue in receiving, maybe the con submissions came in after the "deadline" and so weren't entered properly...even though submitted on time at the cons. Still a problem, but if this is happening to multiple people they need to track the source of the error. |
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Collector
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Wyldchyld private msg quote post Address this user | |
| Maybe for the VSP but not for the $25 coupon code that was clearly on the invoice. My total charge on my paper invoice is different than my online invoice. It's like they are not even looking at the paper invoice for anything other than the books that are listed. | ||
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 If the viagra is working you should be well over a 9.8.
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xkonk private msg quote post Address this user | |
| The extent to which CBCS refuses to straighten out their electronic systems and customer service is ridiculous. I wonder where it falls on their to-do list compared to magazine slabs and a census. | ||
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I hear their hourly rate is outrageous!
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sportshort private msg quote post Address this user | |
Quote:Originally Posted by xkonk Probably 4th on that list (yeah I know there are only 3 items, just sayin'). |
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 FORMER CBCS
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Jake_Fleming private msg quote post Address this user | |
| @Noblebeast315 I see only two emails in the customerservice@cbcscomics.com inbox from your account, neither of which are related to this issue. If you didn't email it there, who did you send an email off to? Feel free to pm me on here. All customer service related issues need to be emailed there, not to any one person. There are two people that answer emails currently who also have other responsibilities along with that, so yes, the response time is not great, but we will get to your email as soon as we can. @xkonk It's number one on the list. |
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Collector
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Noblebeast315 private msg quote post Address this user | |
@Jake_Fleming I sent you a couple of PM’s today to see if any of my emails went through but I didn’t hear back from you. I did however hear back from CBCS customer service rep (I will not name them in the forum board, but I will PM it to you if you want). At 1:50pm I received this voicemail in my phone: Then at 2:53pm I get this email from The same customer service Rep:  That last one in the email response: “you will not get a refund or credit. Thank you and have a great day!” Was an excellent way to respond, to a frustrated customer who has been trying to contact you for nearly three weeks. Do you really honestly think that was appropriate? I also have no clue if I am getting a credit or not at this point but I don’t care. You win. I will not bother you anymore with my sillness. I will send my books elsewhere. All the best. |
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Collector
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Noblebeast315 private msg quote post Address this user | |
| Hello All, I really appreciate everyone’s suggestions and offer of assistance. I was hoping CBCS would just care a little bit about the situation as opposed to acting like I was a bother to them. I appreciate Jake offer to assist but the customer service follow up was ridiculous if you read the above post. I understand if Jake says they didn’t get my emails but let’s figure out why? I emailed from another email address forwarding every email I sent to them and Instill Don’t know if they got the email at all Or if they were just responding to the phone call I made two days ago. I’m completely in the dark and now I’m just defeated. I don’t feel like messing with this crap anymore. They can keep the $30 they stated I was over charged. But for those of you who are curious this is the print out I gave to Steve Bagely at Heroes which he signed. It was in my box of graded comics when they arrived today so someone must of seen it.    If I had to offer any advice to anyone else submitting books at a Con to CBCS, it would be DO NOT print out a submittal form and give it to them at the Con. Let them write their own form up, and have them write the promotional code on the form themselves and have them initial it. Thanks all. All the best to you and happy collecting |
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 It was a one trick pony show but always hilarious.
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GAC private msg quote post Address this user | |
Quote:Originally Posted by Noblebeast315 That bold part would NOT sit well with me at all. What customer service rep thinks that's acceptable? |
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 Collector
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Darryl_H private msg quote post Address this user | |
| We are working on updating our online forms and paper forms with a designated spot to list these promo codes. Moving forward this should clean up this issue, and eliminate the room for error. The promo code should have been written on the paperwork you received at the booth as well, and I don’t see it but I may be missing it.... Let me get you clarification tomorrow once I am back at the office. |
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Collector
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Noblebeast315 private msg quote post Address this user | |
| @Darryl_H Hello Darryl. I appreciate you reaching out to me. The promotional code was not written on the hand written form that the event staff used. I never touched it. As you can see it was written by them and was only partially filled out. I was told they were only writing that form up to keep track of the books submitted on day 1 of the Con, as I was to hand over the remaining books the next day after acquiring signature. The event staff saw my print out and told me it was fine and stated to me they were going to keep it with their hand written form and the complete set of books being submitted. As you can see in the photos I posted Steve signed off on my form, and that form arrived in my box of graded comics today along with the hand written forms from the Con. I would have imagined that someone at some point would have looked at it. If it also need to be written on the hand written form I was never told that or would have any idea I needed to do that or it would invalidate my printed out from with the promotional code on it. How would anyone know this? | ||
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Collector
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etapi65 private msg quote post Address this user | |
| oof, this is a bad look for CBCS. I try to be positive and understanding, but this is just a crap-show. So you came to the booth with a pre-printed invoice, as is suggested by CBCS. On that form you clearly marked the special code. Then, the booth people created a new form for you and didn't put anything on it except "refer to invoice" because that's what they said to do...and they aren't (or are...you got two conflicting answers) going to honor it? eesh. I'm going to start getting the names of the people helping me at CBCS booths. I've found them to be very friendly and helpful overall, but man, what they're doing at the booth compared to expectations back at headquarters are NOT lining up. | ||
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Collector
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Noblebeast315 private msg quote post Address this user | |
| @GAC I answer emails all day long for multiple programs and I would never treat a customer like that. There was a total lack of customer care there and they should care about that. | ||
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Collector
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Darryl_H private msg quote post Address this user | |
| The promo code is something new to us as well. Normally when we get the books in we generate several copies of the paperwork for use during the grading process. Let me see what we can find out and I will let you know tomorrow. Also sorry for the confusion on our end as well.. |
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Collector
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Noblebeast315 private msg quote post Address this user | |
| @etapi65 I like their event staff very much. It’s actually the main reason I got in to using CBCS, but your right there is a disconnect from what their HQ wants and what is happening at the shows. It sucks how once you hand over your books it’s like CBCS just doesn’t want to be bothered. It’s like they just want you to send in your books and let them do their thing. If you have any questions call our hotline in India and THEY can rely your question to us. | ||
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Collector
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Wyldchyld private msg quote post Address this user | |
| The CBCS rep wrote the promo code on my invoice at Heroes Con and the VSP discount and subtracted the amounts from my total but I was charged the full amount with no discounts. | ||
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