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