Absolute garbage costumer service from Z1 motorsports - took a $80 hit for nothing

haris73

There's a lot details behind this but want to keep this short


Live in Canada
Put in a $1100 order
They refused to ship because shipping address doesn't match billing address
I had recently moved so can't prove with drivers license that "the credit card is mine"
Which is absolute nonsense because I had ordered from them before with the same Z1 account/billing address. So not only did I steal this guy's credit card I also stole his Z1 account (LOL). Also stole his name apparently.
Said I can provide pictures of the parts on my car previously ordered WITH THE SAME BILLING AND SHIPPING ADDRESS IN QUESTION, their stupid little zino wristband as well
"Nope, there is nothing we can do, it's procedure"
Ok, can you just ship it to the billing address??? Even though I don't know them very well, I rather ring their doorbell and pick it up from them than get hit for $80
"no we can't ship to them because that's not your address"
????????????????????
but it matches the billing address? which is what the problem was???
"nope sorry, procedure"
So are you going to pay for the $40 FX fee I am charged for purchasing, + $40 for this stupid refund as well? When I will just order again?
"nope"


Unbelievable. It was like talking to a brick wall. I just don't understand. I have ordered from you guys before. I have all the proof. This is the most obvious case of NOT credit card fraud in history. I even said to ship it to the billing address instead of my new one. What kind of fraud would do that. But nope, now I have to suffer $80 in credit card FX fees because of "procedure". Just unreal

Eliminating most of my $1100 order and just going to pick up post-MAF intake hoses (unless I can find a good alternative) After that, never ordering from Z1 again

edit: added credit card statement showing FX charge for purchase - will be hit with it for the refund shortly as well
Successfully stole his credit card login info as well. Master hacker here.

edit 2: posted from a comment below
Not only does it not make sense from a customer service perspective, it doesn't even make sense FINANCIALLY

Z1 will now lose out on $1000USD worth of orders by refusing to refund my $80 CAD ($60 USD). Unless their profit margins are lower than 6%, which I somehow doubt, they lost financially too.

And bad word of mouth. And losing a customer who bought in the past, wanted to in the present and would likely have in the future. For what. "Procedure" and $60.

Attached Images

2019-04-17 10_00_05-DUCA MyCardInfo.png (34.9 KB, 63 views)

CRiZO

That fee isn't their fault.

It's frustrating I know, but they have good reason to not ship that much product out of country to a mismatched billing/shipping.

haris73

Right, so why not just ship it to the matched billing address as I had asked? The same place it went last time?
The answer: Blind following of "procedure", without even understanding what the procedure is there to prevent - fraud. What is the chance this is fraud, with all the evidence I have provided?
Lack of thinking, laziness and not giving a f**k is what it is. Not protection from fraud. Wonder how that employee would feel if 75% of his wages were taken away from him that day. Zero empathy for a customer, however

And if they can't ship to a mismatched billing/shipping address, WHY ACCEPT THE FUNDS IN THE FIRST PLACE.

wanker

The answer: PayPal.

JARblue

Z1 is getting worse and worse from what I can tell. This same thing happened to a buddy of mine in Dallas. They were completely unreasonable and unwilling to rectify the situation - your "talking to a brick wall" comments sound identical to his experience. He ended up getting those bs fees refunded on his credit card - call your credit card company and tell them that the charges were unauthorized. Then order everything from Joe at ZSpeed

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JARblue

FWIW, I have run into this issue on a number of occasions trying to ship stuff to my business address. Most of the time, I can speak with the retailer and get them to approve the order without issue. Every once in a while, they ask for a business card or office bill to prove its validity.

I found a good workaround is to do this in PayPal. You can add shipping addresses different from your billing address and then confirm them with PayPal. That way the retailer doesn't see the discrepancy in addresses and just uses the shipping address that you tell PayPal to give them. PayPal DGAF.

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redondoaveb

Feeling some frustration with Z1 also. I was looking at installing the 2015+ Nismo shifter finisher (surround). That's the black one with red stitching and Nismo badge.Z1 has it listed for $127.00 and the 2009-14 finisher (silver with red stitching) for $294.00. Generally, the 2015+ is the more expensive one. I emailed them to verify pricing to make sure I'd receive the right one. I listed their part numbers and prices and asked for verification that the the part # listed for the 2015+ was indeed the black one. I also asked why the big price differences on the different years. Jon response was "due to to the size and small differences". Maybe I'm wrong but I thought all the surrounds were the same size. He didn't even verify that the one I wanted to order was the correct pricing.

Last night I went on their site to order a Daytona tow hook. $198.00 for the tow hook. I added it to my cart and when I went to check out, the shipping cost was $36.00. Granted, it was being shipped from Japan but the shipping cost was still outrageous.

I like Z1 and will be ordering their 2 pieces rotors shortly but their customer service does seem to be lacking.

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Fast Intentions "Stage Seb" twin turbo #098- Specialty Z/Tial-Xonarotor/CJM/Ecutek/HKS/KW/SPL/Hotchkis/Rohana/Toyo
700+whp

haris73

Thanks, I will try that.

Brick wall indeed.

Not only does it not make sense from a customer service perspective, it doesn't even make sense FINANCIALLY

Z1 will now lose out on $1000USD worth of orders by refusing to refund my $80 CAD ($60 USD). Unless their profit margins are lower than 6%, which I somehow doubt, they lost financially too.

And bad word of mouth. And losing a customer who bought in the past, wanted to in the present and would likely have in the future. For what. "Procedure" and $60.

SG4247

They hung up on me two weeks ago when I called asked them to make a shorty header that fits VQ cat flanges.

The customer speaks, and they hang up?

Memphis370Z

Fvck Z1. They take from the community, but honestly, don't give much back.

Typically, their prices for parts are on the high end and I swear they're making a profit on shipping as their charges are way over the top.

Add in consistently poor customer service, general arrogance, and their lack of ability to tune with EcuTek, I choose not to do business with them. The last time I purchased something from them was four years ago and it was a shlt show.

There are several companies I buy parts from who value my business and provide expectation-exceeding customer service. Three that come to mind are Josh at Kamispeed, Kyle at IPP, and Ray at Concept Z.

Sorry. Rant over. I'll put my soapbox away.

haris73

Was looking at Concept Z and found this:
"I would like my order to ship to an address that differs from my credit card's billing address. Is this possible?

We can ship to a different shipping address. If it's the first time you've ordered from us, and the billing address differs from the shipping address, we will require credit card verification. This is done by placing a small charge (under $10 USD) on the card once the order is placed. We then ask you to check your bank account to find out the exact amount of the charge, and just inform us of the charge amount. Once your card is verified, you will not have to repeat this verification process in the future."



f**k Z1, for real.

Morfiy

Suffered from their (Z1) customer service as well! Decided to go ahead with intake manifolds porting. As I’m living far (Russia) I found both cores on eBay and shipped them directly to Z1. First, once my cores arrived to Z1, they never get back to me with any confirmation and never updated the status. After couple weeks of waiting I wrote them back asking: “did you receive my manifolds?” The answer was: “we didn’t receive anything”. Then I found delivery confirmation status and forwarded back to them, and they found my cores. But that’s not all, they made a mistake in my shipping address, (Ste number) which was straight-forward..damn! Likely it was easily solved, otherwise I would have to pay all these back shipping charges!
Funny to get an email with customer follow up after all)
Decided not to have any deals with Z1

Kaizoku

Here to share my Z1 experience as well. Purchased the big brake upgrade kit from base to sport on Monday of this week. Today is Thursday and I received the package, but they did not send 2 front rotors slotted and drilled, as well as the entire hardware kit. I don't have a single bolt, shim, nut, etc.

Contacted Z1 through phone and they told me the front rotors will be shipped separately next week. They had no idea about the hardware kit. I sent them images of the package and parts I was sent, still no word back on when they will ship the hardware kit or about tracking numbers.

Will update next week once I give them some time to make this right. Otherwise, this is my one and only time using Z1. Will be starting a claim with my bank if the rest of my parts aren't received by next week.

Whjaxn17

Sheesh. I hate to see all these horror stories. I've never had a single problem with them. I always talk to Russ Rana and he's gone above and beyond to find things and help me out on orders.

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377whp/299wtq NA
704whp/519wtq, SOHO stage 2.5
IG: pearlywhite.z

SOUTHZZ

??I've never had a problem with Z1.Have my contact guy.

Hey,they are no different than any other business.It boils down to people.
We've got systems,robots doing the work.But,a single employee makes the difference.Suggest when you find the guy that does the job for you,ask for
him.In today's world many individuals in the service world just don't care.
If they are all that way in a specific company,go else where.
Another comparitive,Ebay.Have a problem,you call.Thats where "roll the dice"
comes in.Depends on who you get on the phone,will solve the problem.
Don't they all work under the same rules?Training poor?
Probably so