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Review 3/15/2010
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The following is from the email that I sent to 4 Wheel Parts Cust Service after my experience.
Dear Sir or Madam,
I am taking the time today to write to you to explain just how bad of an experience it has been trying to order parts through your business. On February 16th, I placed an order, online, for a set of tubular steps for my 2009 GMC Sierra. This part was quick and easy. At the end, I opted for in-store pickup at your Tacoma, WA location as it is about 25 minutes from my home. The next day, I received a call from the store manager, Eric, who informed me that the bars had to be ordered from the manufacturer and that the process would take approximately 2 weeks to deliver. Fair enough, I thought.
That is where things went downhill. On or about the 3rd of March, 2 weeks later, I called the store to check on the delivery date. I was told that they didn't have the ability to see where the bars were, but that they should be coming on the next delivery truck which was due on Friday, the 5th. Needless to say, I called again Friday afternoon. I talked with Aaron and he said that the truck was "stuck" in Portland and wouldn't be coming today. He stated that it should arrive on Saturday. On Saturday, I called again. I was told that the bars had arrived, but they were the wrong ones. These had a similar part number but were definitely not the ones for my truck. I was told that they were researching the location of the ones that I had ordered. By the following Monday, I was told that they were still in Fresno. So now, they wouldn't arrive until Friday, the 12th. At this point, I asked Eric what time on Friday would he expect the truck to arrive. He stated that it normally shows up around 1pm and that he would call me as soon as he saw them.
Now, let me be clear, it has been almost a month at this point and I have arranged for some friends to stop by and help me install these twice now, to no avail. So on Friday, I went to the store at 1pm. As I approached the counter, Aaron asked if he could help me. When I said that I was there to pickup a set of Nerf bars, he cringed and said, "Oh, I was afraid of that." Then he explained that this delivery truck never left Fresno. He went on to explain the following day was some big sale but I wasn't very interested in hearing just how many OTHER customers they were going to upset. I told him that I wanted a refund as I just couldn't see doing business with a company that placed so little value on customer satisfaction. Then, I was asked to wait a few minutes as "someone" was on the phone in the back trying to get the shipment expedited up for Saturday. I ended waiting almost 30 minutes with no update, at which point I had another appointment to go to. I found Aaron and told him that if the bars were no in the store on Saturday, that he should cancel my order.
Finally, on Saturday, I got a call from Eric. He stated that 4WheelParts would not expedite my bars for Saturday but that they would be in the store on Monday. I told him to cancel my order. Which I assume he has done.
First, let me say that both Eric and Aaron were nice, pleasant, and seemed to understand my frustration. However, at NO time did anyone offer me any sort of compensation for my wasted time or hassle. They all simply shrugged their shoulders as if this happens all the time. How can this be the typical performance for a business whose website boasts: With over 60 retail performance centers and 6 massive distribution centers that both utilize a linked computer inventory system, 4 Wheel Parts allows for state-of-the-art, up-to-date information on products and shipping time. 4 Wheel Parts continues to be on the cutting edge of the industry, offering everything from computerized order tracking, to overnight delivery, and even an exclusive ship-to-store feature. During the entire process, no one seemed to have the ability to track my parts.
How do you recommend that I proceed?
William Parker
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