GoFast Parts

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DavidCC

New member
Am I just being a tightwad, or do I have a legitimate beef:

I orderd some mufflers form them at 10am on 4/29. Spoke with them on the phone to confirm billing and shipping. I paid $25 extra for 2-day air shipping.

OK, so now it's 5 business days later and no mufflers.

I called them today and after some digging they determine that they lost my order at the warehouse, and it was never shipped. Now that they found it, they'll ship it out today and I'll have it Wednesday or Thursday. I told them, if had NOT lost my order, and I did NOT pay for express shipping, I would have had my mufflers earlier than that. But becasue they lost my order it will be more like 7 or 8 busniess days (from origianl order) before I get them. So I thought they should either (1) ship them overnight at no addt'l cost to me OR (2) ship them 2-day air but refund me the extra shipping charge.

They elected (3) NEITHER. "Well, if you hadn't paid for the extra shipping you'd be looking at next Monday"

I'm pretty pissed off! Do I have a legit complaint? Should I call back and try to get the express shipping or refund?
 
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joeychgo

Guest
I would say so. If you paid by credit card, call the credit card company and charg it back -- explaining you did not get everything you paid for. You'll be amazed how cooperative the company will become when they have a forced refund and you have the product.
 
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DavidCC

New member
I used my g/f Amex, so now I ahve to get her involved... maybe I shold jst let it be. After all, tehy were about 50% off the list price I found everywhere else... and with the $25 rebate... maybe I should just let it go at (1) posting how they screwed me and (2) letting them know just how pissed I am (on the phone last night).
 
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avu3

New member
Vote with your pocket book. Tell everyone the story and don't buy from them again.

it is bogus that they won't at least ship free or at a discount, but mistakes DO happen. Just don't give them anymore business. You might also send them a polite e-mail (after you get the product) and let them know you won't be either using nor recommending them.

Scott
 
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DavidCC

New member
Tried again to reason with them, explaining how I need the new exhasut installed before seeing a tuner this weekend, and how it is not "my haste" that is making me so unhappy, but their losing my order.

The guy says "We lose about 1 order per week, and we do whatever we can to make that customer happy."
"Yo haven't done anyhting to make me happy",
"Well, I already apologized..." he says,
and I reply "I appreciate that and I know mistakes happen but I've lost the use of my car all week, and may not now be able to keep my tune appt, that's a non-refundable deposit. That's not enough. I want you to refund the extra charges I paid for 2-day air shipping."
"I can't do that. A company that gives out free shipping can't stay in business " he tries to defend... "A company that loses orders and doesn't care about customer service can't stay in business either."

So I told him I was calling my credit card and charging the order back. He asked what I was going to do when the mufflers I ordered arrived and I told him I will send them back with the same attention to detail and good service that I had received from them.

So now I am going to go pay for some mufflers locally and have them installed today. If Amex won't reverse the charges, look next week for some Dynomax Ultraflow welded 2.5" center/center S.I.O.P. mufflers for sale... cheap!
 
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Viol8or

New member
Hey, the guy said they wanted to make the customer happy? I wonder what his definition of happy is? Doesn't seem like he gave it a realistic try, just saying sorry is a joke in this case!

Seems like your reason for disputing the Amex charge is legit. Shame those guys don't understand customer service, it may have helped to try to talk to a supervisor and continue up through the organization to get this resolved. I know its hard to be patient, especially when the part is needed right now.

Let's see, strike GoFast Parts from the list.

Appreciate the info
 
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D Day

New member
Call the credit card company and get your money back. Don't think about it just do it, hey, they might even make a deal with you once the parts are in your possesion.


you should make a link to GoFast Parts so that everyone who reads this post can click to it and write to them..

I'll never use your company, I heard how you treat people......
 
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jjmoriset

New member
AAhhh, Go Fast Parts! Now I get it. That's the name of the company you dealt with. :+ Now I'm on the same page as everyone. By the way...post number 1 on the new site. WoooWooo!

Really though. I agree with all. I could care less that my product was a bit below satisfactory so long as the company I deal with does what they can to resolve my problem. I'd use them again. But God forbid, your customer service is lacking after an error on your part, I'll find another vendor and let everyone I know how bad my service was.
 
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DavidCC

New member
Well, my mufflers finally arrived. Of ourse this was a day after I had to purchase some OTHER mufflers and have them installed. I couldn't drive to KC and get dyno'd without mufflers. OK, actually, my girlfriend _wouldn't_ drive to KC without mufflers. Same difference -> she wouldn't = I couldn't LOL.

So, today I sent this letter to GoFast Part customer service email address:

*-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-*


I will be charging back through American Express the full cost of my order. I am completely unsatisfied.

I placed my order using your website on the moring of 4/29, and paid extra for 2-day air. 4 days later, Friday May 2nd, I still had not received my order. On Monday May 5th I was told that my order had shipped that day. You refused to provide any sort of tracking information to verify this claim. I let it be known that I was extremly unhappy with your loss of my order, and asked that my exta shipping charges be refunded, or some other consideration of my inconvenience (due to your mistake) be made. No such consideration was given.

On Tuesday May 6th I again called and asked for a tracking number and was told that there would not be a tracking number and there was no information you could give me. Again my request for consideration of my inconvenience due to your mistake was rejected. On Wednesday evening, a full 8 days after my order was placed with extra charges applied for expedited shipping , I still had not received my order. I called, and was assured that my order had shipped on Monday and that it would arrive by Thursday 1pm. This would in fact be outside the delivery window for a 2-day air delivery. But that is irrelevant since the package was not in fact delivered by Thursday 1pm.

The package was delivered on Friday morning, according to the UPS tracking data copied below. Also, I can see from this data that my order was NOT shipped on Monday as you said, you in fact LIED about this multiple times, and refused to supply the tracking number solely to cover up your lies. The order was shipped Wednesday, 8 days AFTER it was ordered and 4 days after it was supposed to be delivered.

Now, I understand mistakes happen. I would not be reversing the charges if Go Fast Parts had dealt with me honestly and with the intention of providing good customer service. Instead, I was lied to and my concerns were dismissed as being my fault. Instead, I was forced to purchase, at a local retail outlet, similar mufflers at a higher price.

Given our lack of effort to provide anything resembling good customer service or prompt attention to a lost order, I don't expect you to be very concerend with the satisfaction level of one customer who made an order for under $200. Your claim that you do "$10000 a day" and losing "1 order per week" indicates that my little order is not important to you. So, in an effort to get my point across, I will be posting the content of this letter to all of the "car club" message boards wehre I belong, including but not limited to : corral.net; tccoa.com; mark8.org, stangnet, MTC Forum, and a few local racing boards in Nebraska and Texas. Also, I will be forwarding this letter to Yahoo Stores customer service representatives as well.

This could have been avoided if you had refunded my $25 shipping charge when you discovered my order had been lost for nearly a week.


David Carnley

+++++++++++++++++++++++++++++++++++++

Status: Delivered
Delivered on: May 9, 2003 10:45 A.M.

Signed by: SMITH
Location: RECEIVER
Delivered to: OMAHA, NE, US
Shipped or Billed on: May 7, 2003


Tracking Number: 1Z 456 474 02 ********
Service Type: 2ND DAY AIR
Weight: 25.50 Lbs

Package Progress:

Date Time Location Activity

May 9, 2003 10:45 A.M. OMAHA, NE, US DELIVERY
May 8, 2003 7:40 P.M. OMAHA, NE, US DESTINATION SCAN
7:30 P.M. OMAHA, NE, US ARRIVAL SCAN
7:10 P.M. OMAHA, NE, US DEPARTURE SCAN
4:20 P.M. OMAHA, NE, US ARRIVAL SCAN
3:34 P.M. LOUISVILLE, KY, US DEPARTURE SCAN
11:52 A.M. LOUISVILLE, KY, US ARRIVAL SCAN
2:26 A.M. WYOMING, MI, US DEPARTURE SCAN
May 7, 2003 10:43 P.M. WYOMING, MI, US ARRIVAL SCAN
9:20 P.M. ST. JOSEPH, MI, US DEPARTURE SCAN
8:14 P.M. ST. JOSEPH, MI, US ORIGIN SCAN
7:49 P.M. US BILLING INFORMATION RECEIVED

*-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-**-=-*

If you would like to email them the address is customerservice@gofastparts.net
 
redn8

redn8

LOD Officer
Nicely written.

Customer Service is a department I am responsible for and we would not tolerate such behavior. The customer is why we stay in business. Big and small we need them all.
 
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Leecon

New member
Well written. If you had names of the people you had dealt with I would have identified them.

I'll write them an email too, and say "Hey I heard you guys stink, no order from me."
 
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Leecon

New member
David,

I did send them an email about checking the meaning of customer service, and closed it with the following: "I wish you early transmission failure, on the freeway at 5:00 PM, and may the fleas of a thousand camels infest your armpits."

Lee
 
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DavidCC

New member
Thanks for the compliments. I read and re-read and re-worded that thing 5 times but just now I found two typos. there is no such thing as "bug-free".

Anyone want to buy 2 dynomax ultraflows, cheap?
 
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