Trouble with Parts and Customer Service

[D_Mac 8,610]

I am not one to complain but......... First couple of days in May I ordered some parts from a Vendor on our site, well I still have not received all of my order. Small parts, nothing heavy or steel. Cosmetic mostly. All could fit it a tiny little plastic bag. Since I was paying 9 dollars to ship a tiny little plastic piece I ordered a couple other tiny little things. Well weeks went by and nothing, emailed, no reply. I finally called left a message. Message was left on my phone saying things were back ordered but should be arriving today or next day. Next day I got an email saying my order was completed and was shipped. Couple days later I got my small package and was missing the one thing in the order I really wanted. I called and was told, that I was told, that they said they would send what they had, rest still on back order. I was never told that. That was on the 19th. Still waiting. Sent a couple of emails saying I am disappointed. Why take some ones money selling stuff you dont have? Give me the option to complete transaction and wait or let me go some place else who does have what I want. Not just take my money and force me to wait. Here we are a month later and I have not got my order, a date on completing it, or a refund. A little bit of customer service goes a long way. Some of you know I have brought life back to several Horses here and I have shared every step of the way with you all. I have praised all the vendors I have received parts from on this site. Not only vendors, but members, I made purchases or trades with I send a shout out to for excellent service. Never had a bad experience. First time for every thing I guess. I wont say the name of the place, but am I wrong to want better service? As of today I just spent 27.50 for 12 tire valve stem caps and 2 tiny rubber gourmets. Would an email asking if I want to wait or if I want a refund be so hard ? If that would have been done at the time I placed the order would have been great. If that was offered at the time I already had waited 2 weeks and they still didnt have it, would have been ok. Here we are 25 days later and I am frustrated to the point that I am writing this.

[Pullstart 62,840]

Not to side with the vendor, because I agree that money paid should equate to service owed, but getting ready for show season is the most busy time of the year for most of these little companies.  I’ve been in your shoes too, right around this time.  Most of the vendors here are just people doing what they can to help our hobby in their spare time… something I learned the hard way.  I hope your order comes soon and you can finish your work   Just know, the quality is usually worth the wait 

[ri702bill 8,316]

I, on the other hand, had a great experience buying 2 clutch springs on Fleabay from a Toro dealer in NC a while back. I ordered 2, got confirmation & tracking info the next day. They were shipped loose in a cardboard mailing envelope; the package arrived damaged - one corner was mangled & torn away - there was only one spring inside. Contacted the seller, offered to send a digital picture of the package as it arrived - she said that it would not be necessary. She sent a replacement, with tracking info that day. Got the second spring 2 days later. An honest seller.....

[rmaynard 15,436]

Speaking as a RS vendor myself, I find that any issues that I have are as a result of PayPal. When an order is placed, PayPal notifies me, and I do the rest. PayPal does require payment at the time of order, but as far as I know, credit cards are not charged until the item ships.There have been times when for some reason, I don't get the notification and shipment is delayed.  But your problem sounds like miscommunication directly between you and the vendor.  

When I order things here lately, I get written documentation. I take note of the name of the person I spoke to with dates and times. 

As Pullstart said, this is a very busy time of the year for vendors of tractor parts. From February until a week after the WHCC show, I sell more brake linings than all the other months combined.

 

Miscommunications can unfortunately happen. I hope you can get your problem resolved amicably. 

[D_Mac 8,610]

The order placed directly through their website. Emails and phones made through the information on their website. I will say it again, They had many times to offer a refund or ask me to wait. I feel online business should operate as a brick and mortar business. At the point of sale say you dont have these parts in stock and there will be a wait. After a couple of tries to get answers would be another good time to offer refund or explain. None of that was done. I have owned and operated a small business for many years. Old school, I completed the service and then got paid. Not take your money in advance and I will get to you when ever. I know its only $27.50 but I feel you shouldnt pay for excuses. Do what you say you are going to do or dont take the money. 12 valve stem caps and 2 rubber groumets the size of a cheerio. 9 dollars shipping. One phone call or email.... priceless

[D_Mac 8,610]

21 minutes ago, rmaynard said:

Speaking as a RS vendor myself, I find that any issues that I have are as a result of PayPal. When an order is placed, PayPal notifies me, and I do the rest. PayPal does require payment at the time of order, but as far as I know, credit cards are not charged until the item ships.There have been times when for some reason, I don't get the notification and shipment is delayed.  But your problem sounds like miscommunication directly between you and the vendor.  

When I order things here lately, I get written documentation. I take note of the name of the person I spoke to with dates and times. 

As Pullstart said, this is a very busy time of the year for vendors of tractor parts. From February until a week after the WHCC show, I sell more brake linings than all the other months combined.

 

Miscommunications can unfortunately happen. I hope you can get your problem resolved amicably. 

side note on the shipping and payment. I am not certain but when I order things offline I notice that they consider " shipped" as when the seller prints the label. After the label is printed you could also wait days for it to be picked up from the seller, so it isnt actually " shipped" The label was just made.

[squonk 41,079]

I just waited 2 1/2 months for 4 pieces of engine tinwork to get sandblasted. They advertise spring lawnmower service to get work into his shop. Then 2 weeks ago he tells me he's so busy   "I'll get them done next week." Next week goes by nothing. It's an Amish place with a business phone and an answering machine. I left 3 messages last week with no response. Yesterday (Memorial Day) The phone rings. "I got your sandblasting done" Great! Of course I had to drive around 2 parades to pick them up! 

Edited May 31, 2022 by squonk

[Jeff-C175 7,201]

51 minutes ago, D_Mac said:

they consider " shipped" as when the seller prints the label

 

Yeah... I don't like that either.  I've had stuff delivered before the tracking is updated from that status though.

 

I ordered a plastic part for a shifter in my VW.  Got a notice almost immediately that it 'shipped'.  Two weeks later, still no update on the shipping.  Contacted seller, almost immediate response said that it was picked up, carrier must have lost it.  ( BS )

 

Said he would re-ship.   Several days later, a box shows up with not ONE, but TWENTY ! of the parts!  Contacted seller about returning the excess, said he would send a prepaid return label.  THREE WEEKS later, I finally  got the label.  Kept the one I paid for, sent the others back.  Seller refunded me which he did not need to do.  Not sure if he did that out of good will as a 'thank you' for returning the excess, or by accident... but that was one crazy deal.

 

 

[rmaynard 15,436]

I order some Subaru parts from an online dealer in PA. I am in Maryland and most times delivery can be had in one, maybe two days. I got notice that the items had been shipped. Well, as @D_Mac said, shipped means a tracking number has been generated. The dealer emailed me and said that the label had been generated, but they were waiting for the parts to arrive from the warehouse. Two days later he emailed and said that they were on the way. Tracking number confirmed that they were picked up and on their way to the next destination. This is where the post office goes out of their way to piss me off. The package left Stroudsburg, PA on May 25, next stop Lehigh Valley, PA, then to Hyattsville, MD, then to Washington DC, then from May 27 until May 30 no one knew where it was. On May 30 it arrived in Union Bridge, MD, then went to New Windsor, MD. Surprisingly, on Memorial Day it was left at my door.  Bare in mind that Stroudsburg, PA is about three hours driving time from me. No wonder the post office is a money losing organization. 

 

Interestingly, about 5 years ago I shipped a pair of shifter knobs to a customer in the above mentioned Lehigh Valley, PA, and after a nice two week trip to Honohulu, HI, the empty shipping box made it to it's destination. The post office would not pay a claim saying the "shipping label" arrived at it's destination.

[Jeff-C175 7,201]

1 minute ago, rmaynard said:

This is where the post office goes out of their way to piss me off.

 

They don't have to go out of their way to do that to me!

 

A different recent package left the Trenton, NJ distribution facility twice in one day, and then once the next day.  And about a week later, finally arrived.

 

Trenton is about an hour drive from here.