Bad customer expierence

rinaudo

I made a simple order on tuesday September 11th and the package has yet to be sent out. I called Monday sept. 17th and talked to Joel in which he said that he just got the parts in and I would have it at my house today. Now it is Wednesday and I havent got the parts. I called again today and once again talked to Joel. Today he said that the order got misplaced and the parts weren't in as of yesterday. A simple correction by expedited shipping would have been nice but they wouldn't even do that for me. This is my daily driver and I need these parts.

A buddy and I were supposed to order 2 sets of sway bars but I will definatley be Taking my business elsewhere. Horrible customer service.

1st

Yelp them! Sounds like smoke being blown... How do you miss place an order because I guarantee money from your acct to there’s wasn’t misplaced.

rinaudo

Haha yep! I called but they say they are shipping it out today. They say it'll be here by Friday which I hope... Sucky service

birdmanx1

Who, what, when, where? Details my friends, details.

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Chuck@Z1

Rinaudo:
Sorry for the bad service you experienced.
The "smoke" you speak of is the fact our recent order of Motul had yet to arrive when the original order was placed. The order was flagged to be called since something was not in stock. It was placed in the wrong pile and has been sitting because we go over "on-hold" orders on Friday to review and make sure that nothing is falling through the cracks.
When you called we located the order and promised to ship it out. We offered to overnight the order for a small additional charge which you declined.
We have this going 2 day shipping to ensure it will be to you by Friday.
Sorry for the delay.

rinaudo

I'm am not blowing smoke... Joel told me monday that he had recieved the motul oil and would be shipped out that day. After questioning about expedited shipping Joel said he can't do that for what I paid for shipping and nothing was brought up about a small charge. I understand that you are trying to defend your company and to protect their image, but that was never touch on with the conversation I had with Joel. If you still feel I'm "blowing smoke" I'm sure calls are recorded and you can review it.

rinaudo

The package was supposed to be here today rather than being shipped out today.

Chuck@Z1

The blowing smoke comment was not posted by or directed at you. It was toward the third party. The order was misplaced and that was the reason it didn't ship with the other orders that were waiting on motul.

rinaudo

Sure did seem like it was directed towards me since my name preceded the comment

Chuck@Z1

I apologize for not adding the second name. I only neglected it because I was posting directly beneath him.
(Edit) That is not true because others had posted between the start and posting of my reply.

rinaudo

Few posts later... Your company has talked about everything in the post but resolving the issue. Was a first time customer and am thoroughly unimpressed.

Chuck@Z1

How would you like us to handle it?

I have upgraded the shipping to two day shipping because overnight shipping on this item costs five times what was paid. I apologize that I cannot cover this additional cost on a single clutch line and fluid.

I did state in the original post that we were upgrading to two day shipping to ensure delivery on Friday because ground shipping would not have gotten it to you on that day.

rinaudo

Chuck:

I still don't think you understand that i have have spoken to Joel at your company 3 different times. That is 3 different occasions.

1. I called last week on friday to ask why the order has not been shipped out yet. He told me that the motul had not come in yet. That is 4 days after i placed the order that i was told y'all haven't received it yet.

2. I called again on monday to see if the oil had come in yet and i was told it had and that i was being shipped out that day. I would receive the package on Wednesday meaning i was getting 2 day shipping.

3. I called today to see why fedex still has my order as "initiated". I once again talked to joel who said that the order had been "misplaced". Also he told me that the motul oil was received by you guys on tuesday, not monday. (someone on your part is lying).

As of monday i was already going to receive the 2 day shipping. After the mishap of today, what a i gaining? A week of time lost and still no parts...

Chuck@Z1

The Motul was received on Monday afternoon.

The shipping map FedEx provides shows a two day service to your address via ground shipping Link. However, when I double checked your address and zip code with FedEx (today) the one provided shows a three day service from our location. Since we had promised a Friday delivery the order was upgraded to two day air service.

I apologize for the runaround.

What can we do to help make this better?
I cannot overnight this package but I am open to suggestions.

Cmike2780

No offense OP, but it seems like this isn't as big of a deal as you've made it out to be. They made a mistake and they are obviously trying to resolve it within reason. It also seems like the package is on its way to you, so I don't know what you're trying to accomplish with this thread. Overnight shipping is next to impossible or insanely expensive depending on distance by the way and no doubt Z1 isn't making a dime if they upgraded your shipping option. You've waited this long, what's a few more days. You could always cancel and buy elsewhere. This stuff should really be kept between you and the company, especially since you feel it hasn't been fully resolved yet.

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