Action Line #100706 - BX Ordering

  • Published
  • By 39th Air Base Wing
  • Public Affairs
INCIRLIK AIR BASE, Turkey --  
Complaint:
I am having serious issues with the BX not ordering a Dog Kennel for me. Back in March I bought a XL dog kennel from the BX after getting it home I realized it was entirely too big for my dog. I returned it and ordered a Large Dog kennel because they didn't have one.

I constantly checked on it and all the workers would just say it's not here yet. On June 22 I went in again and checked and of course it's not there and has never been ordered. After much heated discussion I was assured they would order one from Germany and it would be here in 30-45 days. I checked on it again this past Saturday (July 24) and go figure they know nothing about my dog kennel.

They have again never ordered it. This service is unacceptable. I have to have a dog kennel to ship my dog out of here. It's also unacceptable that the BX has gone 5 months without getting a large dog kennel in. Can you please do something to help me get this dog kennel?

My time here is getting short and I need this dog kennel immediately. This matter should not have ever taken this long. All customer representatives at the BX seem to not give a care and it aggravates me because we live overseas and the BX is our main resource for fulfilling our needs.

Response:
Thank you for writing to alert us of the problem you experienced. The dog kennel you sought was not a regularly stocked item and was special ordered for you June 22 through the Shuttle Program.

Because of the large size, APO criteria was not met, therefore the kennel was shipped through the transshipment program which normally takes six to eight weeks for Turkey due to customs. You were contacted on Aug. 11 when the item arrived and the purchase was made on Aug. 14.

Base Exchange associates strive to serve our community to their utmost, but certain things like transportation is beyond their control. Moving forward, a dedicated computer has been installed in customer service to ensure up-to-date information can be provided to customers.