It blows my mind that a company trick customers into paying overnight shipping, knowing that the part will not make it there at the time the customer expects it. Also, their conflict resolution practices are condescending and flat out blaming the customer for the company's deceiving practices is just vulgar and disgusting.
This is what I ordered :
Quantity Description Item Number Unit Price Amount
1 Replacement Front, Driver And Passenger Side Shock and Strut Mount SET-REPT286510-2 $29.30 $29.30
Merchandise SubTotal: $29.30
Estimated Tax: $0.00
Order Total: $62.76
This conversation happened today [protected]. This is the entire transcript of the conversation I had with two members of Parts Train Chat Team in regards to the purchase I made:
7:38:15 PM : System: You are now in queue to be connected with a Parts Train Customer Service agent.
7:38:15 PM : System: Bryan has joined this session!
7:38:15 PM : System: Connected with Bryan. Your Reference Number for this chat is 6338381.
7:38:30 PM : Bryan: Hi Israel.
7:38:30 PM : Bryan: I got you. Bryan here. How may I assist you? ^_^
7:39:04 PM : Israel: Hello Brian! I placed an order yesterday and it was supposed to get here next day air. But did not.
7:39:25 PM : Bryan: I'm sorry to learn that, let me check the record for you.
7:39:30 PM : Bryan: Can I have the order number and your email address, please?
7:39:35 PM : Israel: PTLAT206581xxx this is the order number
7:39:43 PM : Israel: [protected]@yahoo.com
7:40:20 PM : Bryan: Thanks
7:41:40 PM : Bryan: I found that your order was placed on 09-27 after out cut off time which is 1 PM PST and so order was processed the next business day.
7:42:32 PM : Bryan: As I can see here, the package is now being transit and it is expected delivery date is on 10-01.
7:43:38 PM : Israel: hmmm... so I'm going to get charged next day air shipping but it's going to arrive 4 days from order date?
7:44:14 PM : Bryan: We are talking about business days here, Israel, we do not delivers on weekends.
7:44:44 PM : Bryan: Here's the tracking number via Fedex:782993789xxx
7:44:58 PM : Bryan: You may refer to this link to track the shipment. https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=782993789690&cntry_code=us&wsch=true
7:46:11 PM : Israel: I understand it's business days, but I ordered it next day air expecting it today, not Monday? Receiving the part on Monday delays my work one week, since I work full time and only work on my cars on the weekends.
7:47:01 PM : Israel: Could you adjust the shipping price for me then, since it would be ridiculous to pay that amount for shipping and receive it so late, please?
7:47:39 PM : Bryan: Let me see what I can do, hold on please
7:47:47 PM : Israel: Thanks
7:48:59 PM : Bryan: thanks for waiting.
7:49:31 PM : Israel: :)
7:51:24 PM : Bryan: I know that this is not enough to cover the delay in your repair I will process $7 rebate in the shipping cost.
7:51:44 PM : Bryan: The way we serve you the first time will determine you're coming back or you're telling people about us. I hope you can give me a chance to help you.
7:54:26 PM : Israel: I"m sorry Bryan, I still feel like i've been had. I"m paying almost double for a part because I expected it to be here today, not on monday. Could you please, cancel the order please.
7:56:02 PM : Bryan: As much as I want to cancel the order, Israel, the package is currently in transit, we cannot able to cancel the order, the last thing i can do now is to offer you the last amount of $10 rebate as form of refund.
7:59:07 PM : Bryan: Please be advise that we not failed to ship the package in time, it's just in time, however, due to the order place beyond cut off time, and near weekend, this just happen.
8:01:44 PM : Israel: Bryan, it doesn't make sense to continue with the purchase. I paid $29.30 for the part and 33.46 for shipping it to me the next day. If it was passed the cut off time, Parts Train shouldn't have charged me next day air shipping then. the $10 dollars you are offering would be for another purchase, and I would still be out 23 dollars for a 7 dollar shipping fee normally.
8:02:36 PM : Israel: Why would anyone pay next day shipping to receive a part 4 days later. It's just ridiculous.
8:05:51 PM : Israel: I know you just work there, but really what kind of customer service feed back would you think I'll give, by getting ripped off?
8:06:50 PM : Bryan: Israel, I know how you feel, I'm customer as well.
8:08:45 PM : Bryan: the last amount I can offer you is $15, what ever feed back you are going to provide, there's nothing i can do.
8:10:30 PM : Bryan: As much as I want to give you all, that's the best that I can offer.
8:13:27 PM : Bryan: The rebate will be a form of refund and will process within 1-7 business days.
8:14:41 PM : Bryan: Keep an eye on your inbox and spam folder for any update.
8:15:15 PM : Bryan: I know how frustrated you are since we cannot reached your expectations.
8:16:36 PM : Israel: I understand your position as well. Feedback is based on customer experience. You mentioned that "The way we serve you the first time will determine you're coming back or you're telling people about us. " and it s absolutely true. Companies make their money by repeat business. At the same time, this is the first time I buy from you guys and I feel that I've been taken advantage of. I'm a retired disabled American veteran who still have to work because I don't make enough to support my family and I on just retirement. I need my car a 1982 Toyota corolla wagon back on the street so that I don't have to keep getting rides from my peers. That's one of the reasons why I decided to buy from you guys, because the part came in next day. So given that this is my first experience with Parts Train, and it has been a negative one, I am most definitely sure that I will not be using any kind of rebate to purchase anything else from this company.
8:21:08 PM : Israel: I'm not upset at you, per se I have been in your position too. I was a part sales manager at Autozone years ago and I put up with a lot from people who came to the store wanting miracles. But in the end, as a manager, I had to look at it in the customers' eyes and try to make it better for them. Unless they wanted me to walk on water and shoot rainbows out of my eyes, I would bend over backwards to help the customers and keep them coming back. But it would seem that the way Parts Train deals with conflict resolutions is not the best approach.
8:23:02 PM : Israel: I am certain that your hands might be tied but if you would, could you please put me in contact with anyone who could make this right.
8:25:05 PM : Bryan: Let me transfer you to one of our supervisor, please stay online..
8:25:15 PM : System: June has joined this session!
8:26:10 PM : System: Bryan has left this session!
8:26:25 PM : June: Hi Israel
8:26:35 PM : Israel: Hello June
8:29:36 PM : June: I understand your frustration Israel and we are sorry for the inconvenience that cause you.
8:31:22 PM : June: I reviewed the order and saw that you ordered using overnight shipping correct? however the warehouse were not able to receive the order in time since they have the cut off time to ship parts with express shipping.
8:33:12 PM : June: I will request the $15 rebate now, you are expected to receive the part Monday since the courier only process delivery on weekends.
8:33:37 PM : June: again we are sorry for the inconvenience I hope you keep your business with us
8:42:50 PM : Israel: June, thank you for your time and consideration. However, I don't want to sound like a broken record. I feel that $15 dollars is not enough and less now due to how aggravated I am. I ordered from Parts Train because it had the next day delivery. In all reality, this whole mix up is the companies negligence. If I was ordering a part and willing to pay next day air shipping, and you knew that the part would not make it in next day air because I missed the cut off, then why would the company still charge me for over night???!!! That's what is most annoying and upsetting, that you knew what the cut off was but still went through and got my money, knowing that I was not going to get the part in the time I paid for. I know you cannot tell me how would you feel if you or someone you love were taken advantage like this, but really. Thanks for the $15 dollars offer but i think that there is only one way to make t his right. It would be to get my $26.49 shipping refunded, and charge me the regular shipping of what.. $7 bucks to get the part here. Yes it is after the fact, but perhaps the company should have safeguards to avoid issues like this of overcharging customers for services the company knows the will not be able to honor.
8:53:03 PM : June: I understand you Israel and I would do the same thing if that happened to me. I wish I have the power to refund you the same amount you paid for the shipping however the system will no longer allow me to do so, also the part has been shipped out already. we have request for the refund of $15 already and cant do better than that now I'm sorry.
8:54:10 PM : June: I'll make sure to have your feedback reach the warehouse officials to make changes on the website, tho we already have the cut off time warning on the checkout page .
8:57:54 PM : Israel: I though you had fallen asleep. Well, since I can't get a reasonable solution to this situation through this forum, I'll go about it another way.
[protected]:00:54 Agent June Have a good evening Israel.
[protected]:00:59 System System [June] LEFT SESSION
[protected]:00:59 System System END OF SESSION
[protected]:00:59 System System SESSION ENDED BY AGENT
[protected]:01:00 System System SESSION ENDED BY CUSTOMER