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Chemical GuysThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
02/11/2025
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received one of their yellow wash mitts. It was ripped before I could use it, a clear manufacturing defect. Bad out of the box. Contacted support and **** was condescending and clearly didn't comprehend what I sent the first time, I had to keep repeating my issue. Rude and they don't stand behind their product apparently. I won't be using them in the future, ****** learned. Most of the time you get what you paid for but in this case CHEMICAL GUYS IS OVERPRICED JUNK WITH AWFUL CUSTOMER SERVICE, period.Initial Complaint
01/13/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Order beginning of January with a ship out date of 1-6-25. 2nd time calling, currently the 16th with no eta or when it might even be processed and they won't cancel it or let me speak to anyone besides customer service **** which will not help. So I have to file this complaintInitial Complaint
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On April 5, 2024 I used Chemical Guys convertible top cleaner and protectant. I read and reread directions. And followed them to a tee. The cleaner worked fine. However when using the protectant it leaked onto the paint of the trunk of my car. I immediately wiped it off and called the company due to spots being left on the paint. It basically ate the clear coat off the paint. First phone call they took info and said they would get back to me. They didnt I sent pictures and everything requested. I had to call them again because of no response . Was told it would have to be reviewed. After that recieved a letter stating they accepted no responsibility. They did send a bottle of their slick finish and a sponge however. It did nothing to fix the problem. This is a horrible product that is costing me a lot of money to repair damage done.Initial Complaint
07/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I have made a purchase of three different types of wax from the Chemical Guys car detailing company at a cost of $234.91 via online website on June the 10th 2024 and havent received anything yet? Also I have left endless messages via phone **************** and email. I would appreciate some sort of feedback from you on this matter! Below is a copy of the receipt! Thanks *************************** <**************************>Your Chemical Guys Canada order is being prepared! ORD12290 Dear *******,Thank you for shopping with Chemical Guys ******. Your payment for ORD12290 has been successful and we are now arranging for your order to be fulfilled.We value your business, if you have questions or concerns about your order, feel free to contact us by phone or email shown below.Some helpful links:We recommend that you become our friend on ******** as we offer all kinds of weird contests and stuff on there (*****************************************************).Also, we send out monthly newsletters with tips, new products and how tos. If you haven't already, you should sign up for our email newsletter here.Lastly, the best ways to learn about our products is educate yourself. We have over 200 videos on ******* or if you prefer a more hands on approach and can get to ***********, *********, ********, or Kitchener we have DIY training classes. We also have full week master detailing classes in our *********** location. The training is invaluable - whether you're an enthusiast, someone looking to start a detailing business or an already established business owner.Thank you again for your order and happy detailing!Sincerely,Chemical Guys ****** e: ************************************** p: ******************* About Chemical Guys ****** | General ****************** | Disclaimer | Privacy policy | Shipping & returns Copyright 2024 | Chemical Guys ******Initial Complaint
07/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On July 6th, 7th and 8th- I attempted to make purchases. It would not work. I called the customer service number. The WORST customer service I have had- ever! I tried about 6 times to purchase things online, the website goes back to the shopping cart. I tried on another computer, a different browser- even on my cell phone; doesn't work. I called and after being hung up on 6 times, the customer service agent (****) finally picked up. He said there is nothing he can do, and they cannot take orders over the phone. I asked for a supervisor, was placed on hold for 12 minutes, then told that there is no one. I asked for a call back and he said they cannot do that either. He was questioning why I was asking and said I didn't need to speak with anyone as they would say the same as him.Initial Complaint
04/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered hundreds of dollars worth of merchandise from Chemical Guys. Most of what I ordered worked as advertised, but their Wooly Mammoth detailing towel which costs an eye popping $30 is advertised as being super absorbent and leaving a streak free shine. Both of these claims are false! The towel sheds fibers all over the car, despite following instructions on washing before first use. I emailed them about my concern and have been ignored for 5 days. Then my second order came, the TorqX polishing kit. One of the compounds in the kit came busted open leaving a mess for me to clean up. There wasnt enough product left in the bottle to even be usable. I have also sent a second email concerning this issue and have been ignored for the last 3 days from that email. This is frustrating at best, but seeing all the complaints on yelp and how similar they are to my own experience, I now believe this is borderline criminal for false and deceptive advertising. If they continue to ignore me, I will escalate this to a civil lawsuit that they cant ignore!Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought the Chemical Guy Pro Flow PM 2000 pressure washer. It worked three times before dying. I have tried numerous times and different ways to contact the company and still have not heard word one from themInitial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In March 2024 I purchased their Galactic Wet Look Tire Dressing at Autozone for ***** plus tax. It offered a wet look which, when applied, actually became a dark matte look. There was NO gloss, NO wet look, and NO bold dark look as marketed and advertised on bottle. Reached out after using on 4 vehicles with different tire brands and finding the same outcome. They fail to honor their guarantee policy and make excuses related to application. They blame age of tires, even as one vehicle is new and garage kept to avoid environment. Under scrutiny they simply provide basic correspondence and fail to replace or refund.Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order# CG01719581 Business ran my credit card under my daughter's billing name and address.I sent a correction request before item was shipped. They would not let me cancel or change the order because it is their policy not to after order is placed. But they ran the credit card without verification of Billing Name and address. I was placed on hold for about 20 minutes. The billing name and address should of been mine not my daughter's name and address. Total refund for the inconvenience of not allowing cancellation or change in order and they did not verify name and address for billing purposes. I asked for a supervisor to call me back, but they never did.Business response
01/17/2024
We understand your concern regarding our policy on modifications and cancellations of orders, along with the accpetance of your order. The policy is based on our system's inability to accept changes/cancellations once an order is placed. Our policy is available on our website under Shipping & FAQ. When placing an order customers can review and if needed, modify information before submitting the order. We are committed to ensuring the security and protection of your personal information. As part of our ongoing efforts to maintain a secure environment for our customers, we want to inform you that we use a third-party fraud detection system. After carefully reviewing our email exchange, we couldn't find a request to speak to a supervisor. We appreciate your reaching out to us. We'd like to assist you in any way possible within our parameters. However, we hope you understand that we do have certain system limitations. While we may not be able to address every request, we're committed to doing our best within the constraints of our current capabilities.Customer response
01/17/2024
Complaint: 21141442
I am rejecting this response because: The order was placed under my account but defaulted to my daughter's billing name and address which was the same as shipping address. When the credit card was ran their security system should have caught the error and declined payment. Name on card: *********************. Name on Billing address: *************************** as well as the wrong billing address.The request for a supervisor to call be back was on the telephone and not an email string after waiting 20minutes on hold to speak to someone.
Sincerely,
*********************Business response
01/17/2024
We could be more than happy to share your feedback with our third party credit card processing system. We also recommend reaching out to your bank regarding your concerns on the matter.Customer response
01/17/2024
Complaint: 21141442
I am rejecting this response because: nothing has changed
Sincerely,
*********************Initial Complaint
01/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered four things from chemical guys on 12/26/23, i received my package 12/29/23 only to bring it inside and open it to find one of my soaps that i ordered had spilt out significantly due to the cap being not secured. I emailed chemical guys telling them about my problem and they only will give me 10% of my order back. Which is not NEAR the cost to replace the amount of soap that is missing. I think it is an abomination for them to continue to tell me that there wasnt enough missing for them to send me a new one. A little or a lot its not how much it is advertised to be.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
29 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
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