Here's my experience with this crappy company. This is the 2nd time something similar has happened.
Warning fairly long e-mail trail. Read top to bottom.
Forwarded conversation
Subject: Order 110675 Return Request
------------------------
From: AutoPartsWAY.ca Orders <
orderinfo@autopartsway.ca>
Date: Tue, Aug 4, 2009 at 2:43 PM
To:
email@email.comJASON,
Your return request was received. Our representatives will review your request and you will receive a return authorization number and return instructions in your email within 72 hours.
Part Number: W0133-1615652
Part Name: Brake Disc OEM
Reason: Other - Please explain below
_______________________________________________________________________
Thank you for choosing AutoPartsWAY.ca
The AutoPartsWAY.ca Team
----------
From: My Name <
email@email.com>
Date: Fri, Aug 14, 2009 at 11:17 AM
To:
cs@autopartsway.caHello,
I was supposed to hear back from your warehouse department so I could explain why the parts I ordered correctly do not fit my car.
It has been well over 72h now and I have not heard back.
Can someone please look into this?
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Fri, Aug 14, 2009 at 11:39 AM
To:
email@email.comDear Customer,
The return instructions were already emailed to you. However since you stated that you didn't receive them, we will re-send them again in a separate email in a few minutes. Please check your junk or spam folder if you still don't receive them.
---
Please let us know if we can further assist you.
Customer Service
AutoPartsWAY.ca
Original Message
----------------
Subject: Re: Order 110675 Return Request
From:
email@email.comTo: <
cs@autopartsway.ca>
Date: 2009-08-14 11:24:40
----------
From: My Name <
email@email.com>
Date: Fri, Aug 14, 2009 at 11:47 AM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
No return instructions were sent. I just received the instructions you sent. I do not have a spam filter.
I called in over a week ago and talked to a representative that had set something up with your warehouse. The warehouse is supposed to call me and get the details about why the part is incorrect for my vehicle. I am not supposed to be paying for the return shipping charges.
Do you have notes listed for this order that you can review?
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Fri, Aug 14, 2009 at 12:02 PM
To:
email@email.comDear Customer,
We apologize about the inconvenience that we may have caused but we have sent them return instructions out to you once again.
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Date: 2009-08-14 11:48:15
----------
From: <
email@email.com>
Date: Fri, Aug 14, 2009 at 12:12 PM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Those are the same instructions as before.
I am not supposed to pay for shipping back to you.
Why hasn't the warehouse attempted to contact me? I was told the warehouse would contact me about the error on your site with an incorrectly fitting part.
Sent from my BlackBerry® wireless handheld
From: "AutoPartsWAY.ca Customer Service"
Date: Fri, 14 Aug 2009 12:02:26 -0400 (EDT)
To: <
email@email.com>
----------
From: My Name <
email@email.com>
Date: Mon, Aug 17, 2009 at 1:57 PM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Why do you keep sending me duplicate copies of your standard return instructions?
I'm starting to get a little frustrated here. I still have not been contacted by your warehouse like I was told they would to clear up this issue.
Please stop spamming my email account with multiple copies of your standard return instructions.
Does your company not maintain case notes?
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Tue, Aug 18, 2009 at 9:34 AM
To:
email@email.comDear Customer,
We have forwarded your issue to our warehouse but they said the part which was sent out to you was the correct one and is made for your vehicle. We would like you to provide more precise information about the front bore size which you have received so that we can assist you in a better way.
Date: 2009-08-17 14:03:11
----------
From: My Name <
email@email.com>
Date: Tue, Aug 18, 2009 at 9:39 AM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Attached is a picture of the part that was sent to me with the original rotor on top. You can see that the bore diameter is too small.
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Tue, Aug 18, 2009 at 11:03 AM
To:
email@email.comDear Customer,
Thank you for providing the requested information. We will get back to you as soon as we get an update from our warehouse.
Date: 2009-08-18 10:06:04
----------
From: My Name <
email@email.com>
Date: Thu, Aug 20, 2009 at 7:53 PM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Hello,
Can you request an update from your warehouse? I would like to know what the delay is.
----------
From: My Name <
email@email.com>
Date: Tue, Aug 25, 2009 at 9:12 AM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Hello,
Why has there not been an update as of yet? I have sent you proof the item sent to me does not fit my car.
I would like an update today.
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Tue, Aug 25, 2009 at 9:36 AM
To:
email@email.comDear Customer,
We have contacted our warehouse about this situation, they are saying that since this order was placed on 06/23/2009 and this issue was raised by you on 08/04/09. So it has passed 15 days limit so that is why we can not accept this as a return/replacement. They need an explanation from your side that why you have waited for so long to raise this issue.
Date: 2009-08-25 09:16:55
----------
From: My Name <
email@email.com>
Date: Tue, Aug 25, 2009 at 9:39 AM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Please read the note history on this case.
I have already gone through this conversation on the phone and it was agreed to waive the 15day policy because of your error.
This is honestly the worst customer service I have ever experienced!!!!
I want this escalated to a manager ASAP!
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Tue, Aug 25, 2009 at 10:44 AM
To:
email@email.comDear Customer,
We would like you to provide a valid reason of the delay so that we can better assist you.
Date: 2009-08-25 10:05:53
----------
From: <
email@email.com>
Date: Tue, Aug 25, 2009 at 10:59 AM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
Why do I have to keep repeating myself? I spent an hour on the phone with your customer service representatives who set the agreement to have the warehouse verify the vehicle specific part I had purchased does not actually fit my vehicle.
Is nobody reading what I am writing???
I have done my part and proved this part is not for my vehicle and I want this resolved NOW. I am fed up with getting a different story every time someone replies to me.
Date: Tue, 25 Aug 2009 10:44:19 -0400 (EDT)
To: <
email@email.com>
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Thu, Aug 27, 2009 at 11:02 AM
To:
email@email.comDear Customer,
We clearly understand that why you need to return this part but to get this issue resolved, our warehouse needs a valid reason for the delay of this return from your side. Please reply back with the requested information so that we can rectify this issue.
Date: 2009-08-25 13:17:54
----------
From: My Name <
email@email.com>
Date: Thu, Aug 27, 2009 at 12:30 PM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
I already explained myself to one of your customer service reps on the phone.
The call was on Aug 04/2009 @ 11:43am. Do I need to request the call recording?
This is ridiculous. I am annoyed that I had spent a considerable amount of time on the phone with your company to explain my situation and set up the arrangement for a credit on the cost of shipping the product back to you. I was also told the warehouse would contact me directly so I can assist in explaining why the part is incorrect for my vehicle.
Below is how the rest of this poor customer service trail has played out.
Tue, Aug 4, 2009 at 2:43 PM - After the phone call I started the "regular" return process as requested.
I then waited 10 days for the warehouse to contact me.
Fri, Aug 14, 2009 at 11:17 AM - I emailed asking when the warehouse would contact me.
Fri, Aug 14, 2009 at 11:39 AM - I was told return instructions were sent (none were sent). Shortly after 4 emails of your regular return policy instructions were sent. I still haven't been contacted by your warehouse.
Tue, Aug 18, 2009 at 9:34 AM - I was told you forwarded my issue to the warehouse (i thought this was done on the 4th when i called???) and that they required more information. They were supposed to contact me directly. That's what I was told on the phone on the 4th so it appears I was lied to.
Tue, Aug 18, 2009 at 9:39 AM - Within 5 min I sent a picture proving the part is defective. Not 4 days later which seems to be how long it takes you guys to respond.
Tue, Aug 18, 2009 at 11:03 AM - You confirmed receipt of the info I had sent.
Thu, Aug 20, 2009 at 7:53 PM - I asked for an update. Seriously how long does it take to look at a picture attachment?
Tue, Aug 25, 2009 at 9:36 AM - You tell me you have contacted the warehouse (7 DAYS after I had sent in my info). You then told me I am past the 15days. This is given the fact 21days prior to this is when I had talked to a rep on the phone. (21DAYS later for a simple issue).
Tue, Aug 25, 2009 at 9:39 AM - Immediately I ask that you read the case history as this would explain everything in detail. Does this company even use a CRM? It doesn't seem so since every time I talk to someone i have to re-explain everything over and over.
Tue, Aug 25, 2009 at 10:44 AM - You ignore what i say and ask the same question.
Tue, Aug 25, 2009 at 10:59 AM - I request you read the case history for the information. What happened to the arrangement that was agreed upon to on the phone 21 days ago?? I went out of my way to provide your warehouse with information to prevent this issue in the future.
Thu, Aug 27, 2009 at 11:02 AM - you send me this email 2 days later. Asking the SAME question the 3rd time. You have the nerve to use a time line with me when it takes you this long to reply to a simple case? I have been lied to and shrugged off because you sell incorrect parts on your website. I went out of my way to assist and this is how I am treated?
I am completely fed dealing with your company. You should remove teh below paragraph from your company information
"SERVICE WITH A SMILE
It's no surprise that AutoPartsWAY.ca has become the Internet destination of choice for your automotive needs. We know that the secret to running a successful business is keeping our customers happy as clams. Nostalgic for days of old, when service with a smile was the order of the day, we set out to provide our customers with top-notch service that keeps them coming back for more. So go ahead, try us on for size; we guarantee you'll be as happy as a clam!"
I want this taken care of. Please credit my VISA and give me a courier account number I can send the parts back with.
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Thu, Aug 27, 2009 at 1:49 PM
To:
email@email.comDear Customer,
We have all the record of the emails exchanged so far. If you wont be able to provide a valid reason which we asked in the previous email then we are afraid we wont be able to help you out because it will be wasting of your time then. First of all we do not accept return after the 15 days return limit. Secondly, you initiated this return issue after 41 days, which is not as per our return policy. As far as return shipping is concerned, it is always from the customer's end regardless of the return reason. So if you wont be able to provide a valid reason of the delay and looking for a refund/replacement then you have to sent this back to us as per the return instructions email.
Date: 2009-08-27 12:33:32
----------
From: My Name <
email@email.com>
Date: Thu, Aug 27, 2009 at 2:21 PM
To: "AutoPartsWAY.ca Customer Service" <
cs@autopartsway.ca>
So you do not have any recollection of the phone conversation I had when I called in on the 4th of august? None of it was noted in the case? Have you spoken to the individual I had talked to?
I called in after 25 business days not 41 days as you mention above. It took you 21 days to do pretty much nothing but cause me aggravation.
As I stated in the phone conversation I was in the middle of moving to a new house (took possession June 26) and it had taken me some extra time to attempt to install the parts. You are trying to avoid your responsibility of selling CORRECT vehicle specific parts because of a time line. In no way could the part have changed shape in this time line.
As I explained on the phone when I called in almost a month ago now. I had ordered the part correctly. It is the correct part number I received. However the part does not fit on my vehicle. You have an error on your website that is of no fault of mine but apparently I must pay for all of your mistakes.
If you would like some history for your poor customer service please have a look at order number 82951. This was a similar situation but I emailed in imediatly after I received the part that wasn't for my vehicle. You had insisted it was correct and fought with me the same way you are now claiming I was in the wrong. Eventually you admitted fault and sent me a credit for the item.
This customer service I have received is the worst of not only myself but everyone I have let read these email trails. I understand you are just a distributor for other manufactures, but being a distributor you have to be responsible for the parts you distribute. This item I ordered correctly is clearly not a correct item for my vehicle. Whether it's 5 days after receiving the item or 5 years. It still won't fit and and a Corrective Action item ticket should be filed.
----------
From: AutoPartsWAY.ca Customer Service <
cs@autopartsway.ca>
Date: Thu, Aug 27, 2009 at 2:41 PM
To:
email@email.comDear Customer,
Since we have a reason of the delay from your side so now we are going to forward this information to our warehouse so that we can get a resolution on this issue. We appreciate your cooperation and patience in this regard.
Date: 2009-08-27 14:24:49
