PartsTrain.compoor business practice

J

I ordered 3 parts for my pickup almost a month ago. I received the order but one of the parts was incorrect. The incorrect part had the correct part number on the package but was obviously mis-labeled. I called their customer service department several times and was told each time that my credit card would be credited with the amount of charges equivalent to this incorrect part. They didn't want the part to be shipped back because the cost of the part plus the shipping cost didn't warrant the return. In any case they said that I would be credited in 3-5 days. It hasn't happened. This company removes money from your credit card in one day but waits much longer to return it even if it their mistake. I believe this is a poor business practice. Also I believe that this company has a very poor customer service department. The people I talked to seemed to be very poorly informed and felt that they could make very few decisions on their own.

Responses

  • Do
    Don Valk Nov 29, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I have just had the same problem with Parts Train. They shipped me the wrong part, now they will not refund the shipping costs for me to return the part (after they said they would, and I shipped it). They are a poor excuse for a parts company and I would urge anyone not to do business with them.

    0 Votes
  • Al
    Alan Robbins Dec 29, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I ordered chrome body parts that rusted within a week. The company refused to reimburse me

    0 Votes
  • Sm
    Smith Johnson Feb 08, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I totally disagree... I never experience those complaints from this shop. I've been shopping with them for almost a year already. I think this is just an isolated case.

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  • Je
    Jeff Kurth Feb 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Isolated case nothing... These guys are crooks... My advise is not to use them... They still ow me for a part I returned to them over a month ago... It was not a cheap part either... I just keep getting the run around...

    0 Votes
  • Je
    Jeff Kurth Feb 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    P.S. Just take a look at their Dismal BBB rating...

    0 Votes
  • Ka
    Karen Martinez Apr 08, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Never had problems with partstrain.com. They have good customer service and fast delivery.

    0 Votes
  • Da
    David Beau Apr 09, 2008
    This comment was posted by
    a verified customer
    Verified customer

    A must try online car shopping its http://www.partstrain.com, want to know why? It is because the parts (Subaru air filter) I bought from them was delivered on time and their transaction was fast that you don’t have to wait for how many minutes to answer your concerns unlike other online shopping company.

    0 Votes
  • Ke
    Kenny Apr 09, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Just yesterday I bought some parts for my truck, in fairness the call center they have are very accommodating and there delivery are very fast and accurate. I highly recommend this on line shop t others.

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  • Ma
    Matt Apr 10, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I ordered my muffler and headlights from them, and they delivered it correctly and on time. So I guess I'm okay with their service. It might be that this is just an isolated case.

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  • Al
    Ali Sozen Apr 14, 2008
    This comment was posted by
    a verified customer
    Verified customer

    The worst customer service I have ever seen in my whole life. They are basically mocking their customer. They are even comfortable rebuking the customer. I asure you it wasnt an isolated insidance. I have talked at least 9-10 differant repressantatives (some from sales department) and almost all of them had terrible attitute. So far they are not helpful to tell me when I am going to receive my missing (unshippped) brake disk if I am ever going to receive it. I even proveded them the photo of the shipment proving that there was only 1 packet shipped (original plastic container for only 1 brake disk) when I tolled the customer representative it doesnt take long to charge my credit card but it takes too long to resolve the issue, he responded insolently and said you paid to Beck and Arnley (the Parts Manufacturer). I think it tells how they treat their customer and contduct their bussiness. Go check BBB.com and see how bad they are.

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  • Su
    sullivan Apr 16, 2008
    This comment was posted by
    a verified customer
    Verified customer

    These guys in "customer service" are a joke. They laughed and bullied me about them shipping the wrong part...I talked to several people, and it only got worse...they wouldnt let me talk to a manager and either hung up on me or kept me on hold for a long periods of time. If you are wanting good service and the right parts for your car...dont use these guys.

    0 Votes
  • De
    DELETEDEBTCOLLECTOUTOFUS Apr 20, 2008

    ANYONE!

    I PLACED ORDER FROM THIS GUYS OR PARTSTRAIN FOR FIRST TIME. I HAVE TO SAY THEIR PRICE SO MUCH CHEAPER THAN OTHER ONLINE STORES OR PART SHOP. DON'T HAPPY YET, IF MOST OF YOU DON'T RUN INTO PROPLEM LIKE SHIPPED WRONG ITEM OR SHIPPING TAKE TOO LONG OR YOU CHANGE YOUR MINE AND RETURN IT. I RECOMMEND READ THEIR POLICY RETURN BEFORE YOU ARE BUY FROM THIS GUYS. I ORDER WHEEL BEARING FOR MY HONDA ACCORD 99. THE SHIPPING TOOK MORE THAN ONE WEEK, I CAN NOT DRIVING WITH BAD WHEELBEARING FOR MORE THAN ONE WEEK WHILE WAITED FOR THE PART SHIPPING FROM THIS GUY, THEN I DECIED BUY PART AT NAPA AND RETURN THE ITEM TO THEIR WAREHOUSE. GUESS WHAT, THEY ARE TOOK YOU MONEY REALLY FAST BUT WHEN RETURN TOOK A MONTH REFUND. I DON'T KNOW IN MY CASE ARE THEY WILL REFUND TO ME OR NOT CAUSE I HAVE ONE MORE WEEK TO GO. I AM VERY UNHAPPY WITH THIS ONLINE STORE, BUT IF THEY ARE NOT REFUND OR CREDIT BACK TO ME, HERE THE TIP FOR EVERYONE, GET YOUR SHIPPING PROOF, CLAIM WITH YOUR CREDIT CARD BANK FOR THE NO CREDIT BACK FOR THE REFUND ITEM, AND SHOW YOUR BANK PROOF OF MAIL, THEN YOUR BANK OR CREDIT CARD COMPANY WILL CREDIT YOU BACK. SO MY RECOMMEND DON'T SHOP WITH THIS STORE EVEN NO MATTER HOW CHEAP IS THAT. LAST THING...REFUND TO ME OR YOU WILL BE IN TROUBLE..

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  • Ja
    JACK JENNINGS Apr 22, 2008
    This comment was posted by
    a verified customer
    Verified customer

    this company is terrible. i began in march trying to get a refund on brake calipers. i could not get a straight answer from anyone. i had all of my information, tracking #s etc. and some lazy and/or lying person named MJ in customer service didnt and wouldnt do her job. wouldnt let me speak to a manager, told me i needed to speak to accounting but she couldnt transfer me and didnt know their extension. i have never had such an experience. today 4-22-08 i spoke with robert who told me i would have my refund within seven buisness days. (we will see) i believe PARTS TRAIN IS A CROOKED COMPANY WITH A BUNCH OF ILLITERATE PERSONS WORKING FOR THEM.L YOU CUSTOMER SERVICE SUCKS!!!

    0 Votes
  • Jo
    John May 09, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Wouldn't remove two items from an order I submitted five minutes ago. They said my card had been charged and the order was submitted to the warehouse. Totally ridiculous. Just contact the warehouse and change the order! Watch out for these guys.

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  • Gr
    Greg A Jun 17, 2008

    HORRIBLE HORRIBLE HORRIBLE! DO NOT BUY FROM THESE SCAMMERS. They did the same thing to me, but claimed to have issued a credit to my credit card THAT I NO LONGER HAVE. They always tell you to contact us in 48 hours. When you do, you get the same response from the next customer service rep. This place is a boiler room operation that gets there parts from PAW, and resells them at a markup. Check for yoyurself. I am not going to let them get away with their scamming ways!

    0 Votes
  • Do
    doug johansen Jun 19, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I have the total e-mail conference with them to 06-19-08 as of now. If you want the "conversation" please e-mail me and I will send it. Bottom line is they are the most appoligizing "###s" I have ever dealt with. [email protected]

    0 Votes
  • Je
    Jeffrey Gile Jul 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    They are horrible!! These are not isolated causes at all. I bought a part, it was the right one, it died, contacted parts train, they charged me for a NEW part, took a week to send return info to my email, got the "right" part 2 weeks later, it was compleatly wrong, contacted them again, they said "we will bill you for ANOTHER part and send it to you. just send back the wrong part". It has been a month since I have dealt with them, NO REFUND YET ON MY $500 worth of parts, NO REFUND YET ON MY $40 in shipping, and they just dont care!! I was on hold for over 25 mins before it transfered me to a voice machine(so much for fast customer service/24 hour service), called AGAIN, waited 18 more mins to deal with someone, and they didnt help at all, didnt transfer me to a supervisor, didnt answer questions, just beat around the bush and gave me BS answeres. DO NOT USE THEM AT ALL, CHEAP PARTS MEANS CHEAP CUSTOMER SERVICE/CRAPPY PARTS!!!

    0 Votes
  • St
    Steve in Austin former mechani Jul 27, 2008
    This comment was posted by
    a verified customer
    Verified customer

    partstrain dot com has both positive and negative feedback from multiple review web sites. The common element with the negative ratings is that people are trying to use the phone to talk to a web-based company! People, you are not paying for phone service and support! You order online, you get snail mail shipping times unless you pay otherwise, and you communicate by email. You do get what you pay for.

    Apologies if this offends some having issues with this co. As many ebay sellers know, unrealistic expectations create unhappy customers. I am just out web-shopping and have not yet done any business with the company.

    0 Votes
  • Ki
    kim Sep 09, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Partstrain sucks! Stay away from them! They sent me the wrong part and now it has been over a month that I have been fighting for a refund...have spent hours on the phone and keep getting the run around. They will not let go of my money, even though they've had the part back for well over a month!

    0 Votes
  • Ha
    Harold Freedman Sep 13, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I orderd one set of front floor mats online. The company headquarters was out of state, but I live in Tennessee. I was charged sales tax. Total order $79.98. When I call the help desk, they said the product was being shipped from a fullfillment house in Tennessee, and that is why they charged me sales tax. They offered me a discount on the floor mats to take care of the difference, and would reship the mats at the lower price. Total price $72.50. They said I could return the online order for a refund. Everything seemed okay at that point.

    The two sets of mats were delivered. When I called about sending back the online order, they said I would have to pay a 10% restocking fee AND return postage, because I placed the order online. What a ripoff!!

    They said I could return the $72.50 item, but it would take 2-3 weeks from the time they received it to get a refund on my credit card.

    BUYER BEWARE ON ORDERING FROM THIS COMPANY!! Terms are not properly disclosed

    0 Votes
  • Wi
    Wilford Marker Sep 18, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a sensor, PC74, in August 2008. When the part arrived it was discovered to be the wrong part and unusable.
    I contacted Parts Train on September 2, 2008, September 8, 2008 and September 15, 2008.
    I was told I could not simply return the part and I was promised in each phone call the company would e-mail the directions and label enabling me to return the wrong part. They would not directly mail me this information.
    I have yet to receive these directions and label. Parts Train is an reliable company that does not service customers. Parts Train is a company that sells and I would warn all not to purchase.

    0 Votes
  • Ma
    mary Sep 22, 2008
    This comment was posted by
    a verified customer
    Verified customer

    We ordered rear strut mounts from Parts Train. We paid for overnight shipping as we were without the vehicle. The parts arrived, but they were bushings. As in the case of previous posts, the outside of the box was correct, but the parts inside were not. We called and told them the problem and they shipped out 2 new parts - again our cc was charged for parts and expedited delivery. Well guess what? The 2 replacements sent had the same problem - this after online chat for 1/2 hr to make sure we got the right parts. We have confirmation of delivery back to them on Aug 4, 2008, but still no credit. STAY AS FAR AWAY FROM THESE PEOPLE AS YOU CAN. We now have the hassle of disputing the charges.

    0 Votes
  • Va
    Vandy Oct 01, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Using the company website, I ordered a replacement all0y wheel. This was the second time I'd done it that summer and, in all honesty, the first time went reasonably well. The only hitch was the tracking number was missing a digit and customer service was definitely the worst I've ever dealt with, but the item did arrive as ordered and in a timely fashion so I was ready to forgive the customer service experience. Then I attempted to purchase a second alloy wheel. I did it the same way as I did on the first instance but when I received it the item didn't fit my car and didn't match the first. Apparently the site substituted a different number. When I complained they told me that's what I ordered. After a battle with the customer service agent (again not a pleasant experience) I was told to wait 24-48 hours for return authorization. Like a fool, I phoned their sales department and again placed the order. It took forty-five minutes of broken English but it seemed, after taking my VIN and every detail of the auto, that I would receive the proper part. When it was confirmed via email it didn't match my vehicle description. And the part number didn't match the first and correct wheel. I called about it, asking if it was a typo and was reassured that it was the right part for my vehicle. That was not the truth. By now ten days had passed, no return authorization showed up, no shipping label appeared and I found myself with five hundred dollars of useless parts. When I called customer service I asked at once for a supervisor. After twenty-five minutes of repeating porno flick music I finally was connected to a lady who didn't fit the mold. She was polite and understanding and pledged a return authorization for one wheel but not the other. After reading about the behavior of this company with regard to refunds I'm completely apprehensive. With respect to the wheel they won't pay to have returned, I was always taught insanity was defined by doing something exactly the same way more than once and expecting something different. I did the exact thing twice with a different result. Insanity? Yes, doing business with PartsTrain.com is probably insane.

    0 Votes
  • Jo
    Jose Oct 02, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I was thinking of buying a radion antenna for my toyota pickup but I think you people scared me away from this company. Thanks, I will not buy from them.

    0 Votes
  • Sh
    Shirley Marsh Nov 13, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased some brake dust covers for a bmw I have and after getting them the dealership I purchase the car from told that I could not put them on my car because it would terminate my warrenty that I have on my vehicle. So I called parts train and told them what happened and why they did not let there customers know this before they purchased them. I fill as if they sale a product they need to know that it will terminate any warrenty you have on your vehicle. If not that is not good business management. When I spoke to the tech specialist he couldn't even explain why this would affect your warrenty. Then they told me I would have to pay shipping to send it back plus restocking fee. So I paid 68.88 and I am only getting 55.60 back plus I still have to pay to ship it back ups which is about 20.00 for shipping and have to getting tracking # etc. To me if they want to continue to get business atleast they should send a call tag and pay for shipping. The representives on the phones are unfriendly and will not answer any question you have. Its like they have no knowledge of the business they work for not even the tech specialist. I am a women and know more about there products then they do and that is pretty sad!!! I will never order from them again and further more now that I have read some of the comments who knows when I really will get my money put back on the credit card. Someone needs to report them to the Better Business Bureau actually I going to do that, but more people need to do this aswell. Maybe they will investigate this company closer.

    0 Votes
  • Jo
    john Nov 17, 2008
    This comment was posted by
    a verified customer
    Verified customer

    This company needs to be shut down. we all need to get some kind of legal action going.

    I had ordered side steps that was suppose to have the mounting brackets included. ( according to there website)
    i received the side bars but no mounting brackets. I called customer service and supposivly talked to a manager. I explained the situation. he told me that they did not come with the mounting brackets. i asked him to go to his web site and read the information that was provided. after he looked this up he told me that that he would ship them out. I thaught this was all taken care of at this point.
    Nope i have a email 1 hour later, he had charged my paypal account for 2 sets of brackets at 96.31 ea. i instintly called paypal to try to stop the payment but could not due. i called customer serice again and was put on hold for a long time. i called from another phone line and acted like a new customer to get a manager on the phone. after explaining to him what had happened, he told me that i had authorized these charges. i than told him fine, i want to return them. was told i can't because they have not shipped yet! so i waited 14 days and finaly received them, and they were the wrong brackets anyways. i called customer service again and this time i was issued a RMA number for the return.
    I immediately put them in the mail with a tracking number.
    6 weeks go by and i call to find out the status. was told they have not received anything yet. I gave them a tracking number which showed delivery over 5 weeks ago. they told me they would have to look into it. well i get an email that tells me that my package should of weighed 32 lbs, but it weighed 16 lbs. I emailed the original tracking number and weight to them showing 32 lbs. i received a refund of $26 for the shipping.
    Now i receive an email telling me that my return should of weighed 6 lbs. and that they are still looking into it- WELL ITS BEEN ALMOST 8 MONTHS NOW AND ALL I GET IS THE RUN AROUND. LETS DO SOMETHING ABOUT THIS- I HAVE ALL MY DOCUMENTATION( EMAILS, RECEIPTS, ETC)

    0 Votes
  • Me
    Melissa Feb 09, 2009

    I am ready, lets do it. I too have all emails and correspondence from these theives. They actually sent me an email just now from the 2nd part that was shipped back and said it was damaged upon return so they couldnt give me credit. I will tell you what these people are scam artists and I would love to prove my point. I have been dealing with them regarding 2 parts that I ordered about a month ago which werent even the correct parts but to try and get them to assume responsiblity is a nightmare.
    Let me know if you want to make my statement. I have contacted my local news Problem Solvers also. I want to make sure noone else has to go through the problems I went through. This is completely ridiculous.

    0 Votes
  • Cm
    CM Feb 12, 2009

    This is the first time I ordered and compared to Amazon or Ebay, this company does not respond immediately and takes two days to verify payment/invoice and then followed by another two days to give me a tracking no. All in it took me 4 days to get a tracking number for an items claimed to be in stock. I am just wondering if this is one of those company with "middleman" concept in checking for their supplies through other genuine suppliers for the items in question?

    I have never experienced such a long delay just to get a tracking number for items in stock. I now dread the arrival of items if they are not correct and the possible hassle that I read in the complaints above.

    0 Votes
  • Jo
    johnny depp Apr 08, 2009
    This comment was posted by
    a verified customer
    Verified customer

    Partstrain.com is a scam. They charged for items which are not even in stock. I was looking for a particular oxygen sensor. I spoke to 4 different service reps who told me they have it in stock. When I placed the order they immediately took the money from my credit card. However, after 1 week they came back to tell me that the item is not in stock. It took them another 1 week to refund my money. So for 2 weeks they were using my money to run their business.
    I also tried their other site, car-stuff.com. I went through the same bad experience with them as well.
    On another occasion, I ordered brake pad set from Partstrain.com. I tried to return it. However, it was never possible to reach their returns dept. Nobody ever picks up the phone. When you put in a request online for an RMA, they would email you to call the returns dept. However, nobody answers phone calls in the returns dept.
    STAY CLEAR of Partstrain.com.

    0 Votes
  • Sc
    screwpartstrain May 01, 2009

    Worst order ever, and I order stuff all of the time. I placed my order, and got a rapid email thanking me, and giving me my order number and said I would get my shipping info to track within 48 hours.3 days later I call, and they said they were sorry the order would ship on monday. 5 days after monday, still not here, when I called again they stated they think it should ship next week. 11 days and still nothing! I enter my order number on their great tracking site, and it says sorry we do not have an order that matches. When I call they know exactly what I ordered. They now want a week to return the money they weren't going to take until they shipped. Boycott these theives!! You'll save yourself a lot of problems!!

    0 Votes
  • Me
    melissafearon Jun 25, 2009

    I don't recommend this site to anyone. I ordered a fuel pump. They charged me then called me a day later and said they didn't have the part and had to refund my money. Instead of refunding the money they charged me again causing my account to overdraw. Instead of refunding that and paying for my overdraft fees, they charged me again causing another overdraft fees. Leaving my account negative, me wit no fuel pump and no mo0ney for a ful pump. This happened june 1st and today is june 25 and I still have not received my money
    back...Customer service sucks and sebastian(customer service supervisor) keeps telling me Im get my money back, but still no money has showed up in my account.

    0 Votes
  • Co
    Cockadoodledoo Jul 02, 2009

    The company sucks, will take your money and when you have a problem they will take a return but then charge you a return fee. Even if the part was never shipped they will charge you a fee. Just forget about the Parts Train, it will run you over. It is a bunch of losers.

    0 Votes
  • Bu
    bushtamer1519 Sep 04, 2009

    This company really blows! I should have look at this site before I placed my order. I needed a new radiator for my truck so I ordered one from partstrain.com. I got the part pretty fast and was ready to install it. Well after the radiator was installed and fluid was added I found out that it had a crack by the radiator cap. I knew that there was no way in this world they would give me a refund or a new radiator since the one they gave me already had antifreeze in it. Now I'm stuck with a busted radiator that I have to some way try to patch up or just go and buy a new one and be out more money!!!

    0 Votes
  • Tr
    trikdacy Oct 06, 2009

    Partstrain sent me a cheap substitute on a part I ordered. I had ordered Crown hadlights for my Jeep, and Partstrain swapped out a +$100 headlight for a $35 headlight, and triied to charge me $100. I have since returned the headlights. I think Parttrain and Autopartswharehouse are the same company, because Autopartwhare house did exactly the same thing with the exact same part!!!

    0 Votes
  • On
    onlineshopR Mar 24, 2010

    This company is the worst company I have ever ordered parts from I thought, I would save $12 bucks ordering from partstrain.com on a pair of wheel bearings and a pair of hub assemblies, I was so wrong, I would have gone with rockauto spend the extra $12 and not go through the hassle of having partstrain.com refund my money, turns out they list a rear hub assembly that fits a civic si model on a parts list for a civic ex search. I spoke with there "online help" I asked them what the price difference was and the rep told me it was a better quality... ok, so I said to myself if its better quality buy it might last longer. I went to the manufacturers website after I ordered the part just to make sure, the manufacturer lists the part only to fit the civic si submodel, so I went through the "online help" again the rep took over 40 minutes to find out that the part does not fit my submodel and told me he needed to cancel it, I asked him if there was a reference # or cancelation # he told me to use the order #, so I called into there toll free # waited on hold for over 45 minutes when I got a rep he told me that the order did not ship yet and that they would cancel it and I would receive a refund on the parts and handling charges within 2-3 business days, it has been a week almost I emailed them 2 times requesting information on the refund for the canceled order and this it the response I got :

    Thank you for shopping with us,

    We received your request to return your part(s) and obtain a Return Merchandise Authorization number (RMA). We have some questions for you concerning your request. We need to know exactly how the part did not fit/is a wrong part. Did it bear the same part# as what is in your order? And if there are any, what are the details of the part/s contained in the packing slip? We want to make sure that the filing of your return request is done accurately. Also, we might be able to obtain information that might be helpful for our product research and development. To further check, may we request to please provide us the part no. and partstrain.com no. of the item indicated on the shipping box or label. And also your car's VIN no. and partstrain.com no. Year/Make/Model. Body Style. Engine Type. Manufactured In. and if applicable/possible the measurements of the part needed. Explain to me why I received this email when I was told I was going to receive a refund on the order and more important the order never shipped.

    0 Votes
  • Be
    Beware PartsTrain Jan 20, 2011

    I received an empty box. I called customer service immediately. A replacement shipment would be delayed because of bad weather on the east coast so the customer service rep recommended a refund. It took them 2 days to somehow verify I wasn't lying about the empty box. It took another 3 phone calls and 20 days before I received the refund back on my Paypal account. Horrible customer service. Will NEVER use this company again.

    0 Votes
  • Jr
    jrsblb Jan 31, 2011

    Refuse to honor there prices on part numbers 5796 through 5799. They claim they forgot to update when I attempted to place an order.

    0 Votes
  • Li
    Lib530 Apr 11, 2011

    Worst customer service ever! Not only did they rip me off and sent me the wrong parts, they also charged me a restocking fee for the wrong part they sent me! [email protected] this dumb company! Do not buy from these @ssholes!

    0 Votes
  • Sa
    Sardite Jun 25, 2012
    This comment was posted by
    a verified customer
    Verified customer

    I am not the type to leave a review for a business online. This place has changed that mindset entirely. And does not deserve the 1 star that I have to give it.

    I am EXTREMELY frustrated and will without question no longer do business with Parts Train.

    Monday, I ordered a drop kit on 06/18/12 online. During the order to double check dates arriving to my home I called into the Sales Dept. The Customer service rep ASSURED me the order would be shipped that day and the G379933 kit would arrive within 4 days and would make my 06/22/10 deadline, he even told me the previous kit had arrived within 4 days to a customer in Illinois. As I confirmed my order, he told me he saw the order come in and I was good to go. Tracking numbers would be out by the end of the day.

    Tuesday at approx 400pm CST, still had not received tracking numbers and called in to verify. The lady that answered the phone told me that the order had not been shipped or billed yet. I asked her to transfer me to a supervisor to further assist me. Chris (#1009) answered and through the extensive conversation was given the option multiple times to cancel my order and they would release the hold on the funds in my account. However, that was a final option only as I needed this kit by Friday and would not be able to find it in time otherwise. So I present the offer of having it express shipped to me. After the two of us engaged in deliberations about the offer, it was settled that we will cancel the order AND have a new order set up for the G379933 kit to be overnighted from the MANU because it was out of stock at no cost (to me) due to the time constraints. I was then transferred to the sales dept. to confirm the cancellation and submit the new order.

    I was handed to Nick (If I recall his name correctly) who completely refused to do what the Supervisor, Chris, and I had agreed upon. Multiple times during his and I conversation, he tried to transfer me to Cust. Service to rid himself of the call and was extremely rude and offensive. Finally, I asked for his boss. He flat out told me, "No, you will not speak with him" and proceeded me to put me on hold. Mind you I had the time counter on my phone showing 42minutes and 15seconds at this point. At 1HOUR 12minutes and 23seconds, a customer service agent arrived on the line. This is 30 MINUTES, Nick put me on hold for to get out of the call. When Mike (339) answered, I informed him I was beyond upset at this point. Not only had I been lied to this point but berated by Nick. But through the conversation Mike and I had he was by FAR the most pleasant person I had spoke to that day. He was not a 10 on the scale but understandably so, he came in to a very upset customer and knew that he had to be extremely careful as I obviously had spoken to his superiors and still not satisfied. (I would deal with Mike again.) Multiple times during his and I phone call, he would double check with Chris to make sure everything was correct and kosher. He informed me that Chris would be calling me back in 10-15minutes to settle the call. I thanked him and hung up. 1hour and 31minutes later.

    Now, over 15 minutes has passed and I have yet to hear from Chris. (06:18pm call ended) (Called her extension at 06:48pm no answer. Left Message) (Again called her extension at 07:32pm, Voicemail says she has gone home for the day. Left Message) (Call back in at 0733pm)
    Ended up speaking with multiple associates eventually ending up with Ram (539). He and I discussed many options and was absolutely worn out when I spoke with him from all the time spent trying to resolve the lack of shipment and options to try and solve the problem. Finally, decided on canceling the order entirely. However, funds in my account are tied up in a hold. Debated when they would be released. Finally got an answer from him that I would receive a call from April (721), the next day at 8am CDT. After explaining to him that at this point the company had failed countless times and if I didn't get a call back I would not be surprised.

    Wednesday, April calls me 752am. Spoke for a few minutes and she informs me that she can not have the hold removed at that time. I have to wait another 2.5hours to receive another phone call explaining if the hold could be lifted that day. They were.

    All in all, almost 48 hours goes by. My deadline is shot, I will not be able to have my vehicle finished for a major show in my area. And spent over 6 hours on phone calls to PartsTrain. FYI, thats 12.5% of the time on the phone trying to verify that parts would be shipped, argue about why they haven't been shipped, decide options to fix the shipping, and finally canceling the order. Keep in mind, I also have work and sleep in there too. So of the hours I was awake and had knowledge of this issue (less than 9.5 hours total) I spent 6 on the phone. Thats approaching 65%. Thats insane and completely unacceptable. The time spent and money that would've been saved had the order remained as well as the show being missed is not kosher with me in the least. I WILL BE telling others. And WILL BE making sure I do not do business with PT or any of their other associated retailers again.

    0 Votes
  • Ov
    Overly Frustrated Aug 25, 2016

    So I ordered a part from PartsTrain via FedEx Ground. Well they set up the shipping to start from FedEx but to be completed by USPS. I unfortunately can NOT receive USPS at my townhouse in the mountains. So the day I was supposed to receive my order they sent it back to PartsTrain. I called customer service immediately and they refused to ship me another part. The only choice I had was cancel the existing order and get a refund, which takes at minimum a week to get credit, and re-process the order which is going to take another week to get. I asked if they would just ship me another part via FedEx (not USPS) via 2day without having to reprocess my order. Well... That's not gonna happen. VERY BAD CUSTOMER SERVICE!!!

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