Autopartswarehouse issues?

[saberz]

I purchased some Weathertech Vent Visors on 4/7/10, typically from past experience APWH has been excellent with delivering items in about 2 days of order(ground). Apparently anything that is not a auto part(brakes etc) gets shipped through AGS now which is 10-14 business days.

Apparently they don't make this clear during the checkout process, just says free ground shipping, doesn't tell you how long it takes unless you dig through their "about" section. Secondly their site doesn't keep track of inventory, so after 4 days I called and they said all their warehouses are out of stock. I was peeved and asked why they didn't bother to notify me of this issue or provide a means of seeing if its available.

They respond by apologizing, not giving me answers. Never have I dealt with service this poor. They then said they found it in a warehouse and will have it shipped. Well its been 3 days since then and no tracking or info from them. I've been speaking with them off and on for several days(about 5 phone calls and several live chat sessions). I'm close to canceling and filing some BBB reports on them. They haven't been helpful, no where near as awesome as they were a year or two ago.

To put it in perspective I ordered my wife a Pacesetter exhaust Tuesday at 11pm and the item shipped Wednesday at 4am and was delivered TODAY. Ground shipping from StreetSideAuto(excellent customer service). I wish they had Weathertech vent visors there I would switch my order in a heartbeat. They had lower prices and a 15% off coupon for new customers(I saved $100 bucks on the exhaust compared to other places).

Anyone else have experiences with APWH?

 

[willix]

I have had good service, no issues ordering online several times.. knock on wood. Orders exceeding $500.

 

[saberz]

I called them at 1 AM this morning(was up reading BITOG). The guy on the phone, Matt was better than the other reps. He apologized and understood the situation and even stated he had brought up the shipping issues in a meeting a short while ago(how much of that is true who knows).

He stated that there is ZERO/0 inventory for the item, meaning I was lied to. But he said that records show that management has received the issue, the vendor has been called and the manufacturer will be called "today" and that I will receive a call in 24/48 hours(see how this goes). Also a $10-20 inconvenience discount(which still hasn't pended yet). We'll see how this goes.

 

[willix]

A re-occurring problem with all internet vendors is they "assume" availability and assure it's in stock while taking all the secure information with out taking the steps to verify. this has happened to me many times but not with APW. That does not imply APW don't close a sale with out the facts.

 

[saberz]

Well guess what? It's 8:40 PM and no call.. so its time to start throwing BBB reports into the system.

 

[tenderloin]

Another possibility...Many items are dropped shipped by the manufacturer, distributor or jobber. When you look at all the items these places sell, there is no way they have every item in inventory. If one of the above is out of stock, the retailer has no idea up front. If they find out the product is being delayed, of course they should inform you...but of course they want to hold onto the sale.

We are all different. The time frame while aggravating is not at the point about the BB or other entity....at least from my point of view...especially since you have had good dealings with them in the past.

You no longer trust them? Not happy? Cancel the order and get a refund.

Otherwise contact then during regular business hours M-F when the bosses work.

Hopefully you will get your product, an apology and a discount or credit.

 

[saberz]

The thing is, everytime I call to cancel they beat around the bush promising something else and they try to rush me off the phone and hang up(I just called them a few minutes ago). The lady in charge is supposed to call me in 30 minutes but she is eating her lunch.

Guess what, eat your lunch later and call me or speak to me now. I'm going to call the credit company after 9:22PM and tell them to cancel.

 

[tenderloin]

"Otherwise contact then during regular business hours M-F when the real bosses work."

 

[saberz]

Yeah that didn't work when I called all the other times. I got off the phone with their "manager" a bit ago, rudest most unfriendly woman i've spoken with on the phone.

In a nutshell she didn't listen, didn't care to read the notes and kept reading the rules on shipping blah blah. Kept talking back to me, so I demanded to cancel the order. She said it would take 5 business days to refund my money when it took them 10 seconds to charge it. So at that point I told her you either refund it now or you deal with Citi.

Citicards refunded my money and is fighting with them right now.

So now my problem is, I need a place to order my vent visors who is reliable and not related to AutoPartsWarehouse.

 

[marcre]

so, was this supposed to be shipped in 10-14 business days?

 

[saberz]

Their website doesn't tell you inventory status or how long that item will ship. If you look under HELP/ABOUT they say Car Body Parts(fender etc) 10-14 through AGS. This actually counts as 5-7 business day item but since its not in stock they gave it 10-14 days.

They never once e-mailed me, told me, notified me of inventory issues, delay of shipment etc. They were just going to let it sit there and sit and sit till one day it would appear on my door step half a month later. Then the flip flopping like John Kerry on inventory status, the attitude of their customer service representatives I've had it. Last night the manager was the straw that broke the camels back and she couldn't/wouldn't issue a refund for several business days.

Let Citi deal with them.