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Review 4/13/2010
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We called and emailed the store and talk to sales rep Chuck regarding Front and Rear Ring and Pinion and installation kits for Jeep to ship overseas. The order together with shipping would be around $700. Good money, right? I was told that the parts were in stock and that they can process the order as soon as I pay, so I sat up an appointment with Chuck for Saturday, March 20th 10AM to come in the store and pay for my parts. When we got in the front desk sales representatives said that Chuck was not there, so when I asked them to call around and try to find him since he said he would be here, they said that they can do the order instead, otherwise I would have to come back when Chuck is here. Since Saturday was the only time I can make it to the store and I couldn’t wait till next Saturday I said ok. So they tried to put in my order with shipping info and quoted me a higher price than what I was told in the emails with Chuck. I advised that they have to give me the same price as I was quoted. All of a sudden front desk said they could not do that order and that I have to wait for Chuck. At the same time we kept calling Chucks desk and cell. Then the story changed again, the front desk tells us that Chuck WAS there and that he was walking over to the front store to meet us. At this point we are in the store for over 40 minutes. It took him another 20 min to get to the front. Finally put it the order. We were there for over 1 hour just to PAY for the order. The order was supposed to be all ready for the appointment. The only thing was for us to do is to hand over the credit card and sign the receipt. I have never expected to this to be so hard.
This happened on Saturday March 20th. As Chuck was preparing paperwork for me to sign he told me several times that the order will be processed and shipped on Monday, Tuesday 23rd the latest. Since I was previously told that parts were in stock and ready to be shipped I was thinking ok, cool, I will get my order shipped on time. That was wishful thinking. After not hearing anything from Chuck on Monday or Tuesday I tried to reach Chuck through emails/phone. Finally I was able to reach him on Friday and was advised that he will get me the number by the end of the day, which he did not, so I had to call back on Saturday morning. My card was charged on 3/20, while the items haven’t been shipped yet. After finally reaching Chuck on Sat we were promised that the shipping will be done on Mon 29th the latest and when contacting the store again on Monday the reps were not able to provide me with the tracking number and I realized that the items are not shipped to this day. Nice! Seriously, if there was a problem and the parts were not in store (I was told all was in stock and the order would be able to be shipped on 23rd the latest!) they could just have let me know about it, I am a pretty easygoing person and I understand that things happen, but I no one told me anything and I was not getting a response when I tried to find out where were my parts or money!
After being treated this way and not getting a response I decided to go with a different retailer since 4weelparts took my money and did not deliver the items, so we requested a refund from Chuck. After talking to him and emailing I still did not get a confirmation number for the refund. Chuck and his manager Jeff did not return the calls or emails. At the end of the day on Mon the 29th I finally was able to get the reference number from someone at the front desk; however it on Wednesday the money still hadn’t come back to my account.
I filed a dispute with my credit card provider and BBB. Two weeks of my time were wasted and they were slow on returning my money so I could get the parts for the vehicle elsewhere. As a result we lost the use of the vehicle for two extra weeks and I am unable to buy parts somewhere else since 4wheelparts was withholding my money and did not perform the services I paid for (which I consider to be theft). The company had no right to charge me until shipping my parts in the first place. The refund was finally made on Thursday. The most terrible performance and customer service that I have ever had in my life. They just lost a good, long-term relationship as there would be more orders coming in. I went with Summitracing.com instead.
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