Fair Warning... - TriStateTuners.com :: Home of Tristate Auto Enthusiast

dzignr_tastz · 06-15-2006, 03:55 PM

This company is a JOKE!!

I called Extreme PSI earlier this week, IN ADVANCE, before placing an EXTREMELY time-sensitive order to ensure that the order I was about to place would ship the same day (so it would be received before the date I needed it, which was this Saturday). I was assured that it would and was told to place the order, which was SCHEDULED to arrive today.

So after never receiving a tracking number for this shipment, I called this morning to check on it... only to be informed that NONE of the 10 or so individual parts had shipped due to a single piece not being in stock (even though their website stated it was, and I was blatantly told it would ship 2 days ago). Obviously, no one cared to bother to notify me of this issue, either!!

So after requesting that they make the situation right and 2-day ship the parts with Saturday delivery so I could have them by my RATHER important deadline, I was snowballed SEVERAL times until I was finally informed the best they could do was to charge me an EXTRA $35 to receive, 2 DAYS LATE, the parts I should have received TODAY!!

What EXCELLENT customer service!!

Is it THAT hard to make up $60 spent to satisfy a customer (which is the cost of doing business sometimes)? Well you guys screwed with the WRONG one...

D Money · 06-15-2006, 04:03 PM

That's great but if something is not in stock then what would you like them to do? I have delt with Extreme PSI multiple times, best service around, ever! Hands down. But welcome by the way, perfect way to make some friends.

StealthTC · 06-15-2006, 04:37 PM

Well he did say their website stated it was in stock and if it wasn't yes EPSI is at fault. I had a similar experience happen to me with another company but within about a half hour of placing my online order I recieved a phone call from the company stating the part was not in stock and offered a full refund to my card or to wait for the part and recieve a 25% discount for the confusion.

dzignr_tastz · 06-15-2006, 05:08 PM

Quote:

Originally Posted by subwrxkid

That's great but if something is not in stock then what would you like them to do? I have delt with Extreme PSI multiple times, best service around, ever! Hands down. But welcome by the way, perfect way to make some friends.

Well I suppose they should have chose the option of having it 2-day drop shipped from their supplier. THAT'S what I would "like" for them to have done!!

And thanks for the welcome... I think (although friends wasn't my primary intention at this point, as this isn't the only forum I'm relating my story on).

Quote:

Originally Posted by StealthTC

Well he did say their website stated it was in stock and if it wasn't yes EPSI is at fault. I had a similar experience happen to me with another company but within about a half hour of placing my online order I recieved a phone call from the company stating the part was not in stock and offered a full refund to my card or to wait for the part and recieve a 25% discount for the confusion.

Well if they would have done that (at the VERY least) I would at least have retained some respect for them... for then I would have still had the option of ordering the parts elsewhere.

However, they instead failed in every aspect of the transaction (in my opinion) and refused to accept FULL responsibility after the fact, as I feel I did ABSOLUTELY nothing wrong from a consumer standpoint. Hell - I even called beforehand to verify that the order could be accomodated!!

That being said... I'm interested to know exactly what subwrxkid would "like" for ME to have done??

D Money · 06-15-2006, 05:12 PM

I think by you making a thread publicly before "knowing" the outcome of the situation is the problem. Like you said, you don't know exactly what is going to happen yet. Is today Saturday? No, so that means you still have tomorrow to worry about your parts for your install on Saturday. Everything will work itself out, then you will feel bad about the potential ruining of an established business which at this point seems to be your intention.

05Accent · 06-15-2006, 05:13 PM

welcome to tst..

smile. ull like it here.

teh DIRT · 06-15-2006, 05:13 PM

I dont think one person can ruin a buisness. Although this is the internet so what he is saying must be true. Psi is checking in now...

dzignr_tastz · 06-15-2006, 06:20 PM

Quote:

Originally Posted by subwrxkid

I think by you making a thread publicly before "knowing" the outcome of the situation is the problem. Like you said, you don't know exactly what is going to happen yet. Is today Saturday? No, so that means you still have tomorrow to worry about your parts for your install on Saturday. Everything will work itself out, then you will feel bad about the potential ruining of an established business which at this point seems to be your intention.

Nah. It was made very clear earlier today they will be shipping the parts via the regular method when they ALL come in. I'll probably get them next Tuesday...

So... all things considered, I can assure you that I won't feel bad about "potentially ruining an established business", as I know that potential is very small through the power of one individual. HOWEVER - I sincerely hope that the $70 they didn't want to spend to make this situation RIGHT after their screw ups feels good in their pocket right about now... for if I have anything to do with it, I will relate my exact same personal experience on every venue I can find, and inevitably SOME people will find the shady ethics behind the situation unnerving, and that $70 will be lost 10 times over in LOSS of potential business.

Ruin their business... no. Make them reconsider before ever handling another situation in this manner... yes. It's about time they realize that EVERY customer is the MOST important part of that "business", and they need to FULLY accept responsibility for their mistakes.

Quote:

Originally Posted by 05Accent

welcome to tst..

smile. ull like it here.

Thanks!!

That one actually sounded sincere... LOL!!

Quote:

Originally Posted by teh DIRT

I dont think one person can ruin a buisness. Although this is the internet so what he is saying must be true. Psi is checking in now...

They ought to be. I did, after all, email them a link to the thread...

As such, they STILL have a chance to make it right before the situation continues to escalate. Let's see how they decide to handle it in PUBLIC...

extremepsi · 06-15-2006, 07:39 PM

Hello all TST Members,

Any many of you are aware — internet forum bashing of vendors can get quite out of hand. Therefore, we are not here to make arguments of “who is right” or “who is wrong”. As a business, we understand that it is up to us to ensure the satisfaction of the consumer. Knowing this, we will attempt to take corrective measures in order to achieve this once a transaction does not go accordingly. However, there is a line that we must draw on what we deem necessary and un-necessary. Below, we are simply going to list FACTS & FACTS only and allow the public to use their own judgement on whether we have handled this transaction properly:

-Order was placed on Tuesday June 13, 2006 at 1:33:49 PM.

-There was 1 out of 11 items purchased not in-stock at the time of the order.

-The out of stock item was a 3.0” 45 degree coupler in BLUE. As evidence of this link on our website: http://www.extremepsi.com/store/cust...me.php?cat=726 , it does in fact say “In-Stock”. However, this is due to the fact that we offer 3 different color choices for the same exact product.

-The out-of-stock item is arriving to us on Friday June 16, 2006.

-We spoke with not the customer who placed the order, but his significant other today – Thursday June 15, 2006 regarding the order only to find out that these parts were needed for a car show on Saturday June 17, 2006. She “claimed” that she had previously contacted us before placing the order to confirm that these parts were in fact “In-Stock”.

-Due to situations that were out of our hands (not have the missing item to ship out until the following business day), we offered to split the costs of having this package shipped next day air Saturday or change the color choice from Blue to Black:
*Total cost of order: $138.50
*Total cost of delivery for Next Day Air Saturday: $74.00

-Upon hearing our offer, she immediately forced a threat upon us. Here was the ultimatum that we received:
*Ship out the package Next Day Air Saturday at no additional costs to the customer or:
*Ship out the package via ground or she would contact the Better Business Bureau

-In addition, here is the email we received today, Thursday June 15, 2006 4:02PM before there was even a choice of how we were going to handle this:

“ The Better Business Bureau was only the FIRST step of many. You guys should have just made it RIGHT...

http://www.tristatetuners.com/forum/...710#post236710 “

Furthermore, our company policy firmly states that we must ship all orders for first time customers to the “BILLING” address: http://www.extremepsi.com/store/cust...ion=conditions
*He is a first time customer
*Billing address does not match shipping address
*Billing address is a PO BOX
*UPS does not deliver to PO Boxes, only USPS
*Next Day Air Saturday is not an option since USPS only offers Express Shipments which states 1-2 business to most areas. However, there is also no guarantees with that shipping method.

As a business, we reserve the right to decide whom we shall and shall not do business with. We consistently strive to provide the aftermarket performance industry with great prices, quick shipping, and excellent customer service. Our loyal customer base will attest to this and we are hoping people will continue choosing us for their performance needs.

To “dzignr_tastz”, your order will be promptly cancelled and the full amount refunded back into your account. We will be waiting for the BBB to contact us.

dolphinS4 · 06-15-2006, 08:04 PM

As a buisness owner myself and a huge customer service fanatic, I feel that I can offer some thoughtful comments.

dzignr_tastz - threats will never get you better CS, but it is your right to air your grievance as you see fit.

extremepsi - You seemed to have handled the situation in an acceptable manor but not to the liking of the customer. Well within your right to choose not to eat the extra shipping charges and inform the customer of this decission.

As for the BBB, while a usefull tool to the general public, I wouldn't concern yourselves with dzignr_tastz negative report.

Move on people, life's next disappointment is right around the corner and this one has taken up enough valuable time.

Fastrick25 · 06-15-2006, 08:19 PM

Im sorry that the original thread starter waited 4 days prior to a big show to place an order for nearly a dozen parts, im sure you did call to make sure it was in stock but you also should take into account for Extreme Psi having a ton of people walking into the actual store and picking up parts in person.Calling the BBB is something you do when you've paid for something and have not received it after many attempts, or price gouging,charging you more on your credit card than the you've agreed upon.

dzignr_tastz · 06-15-2006, 09:35 PM

Fair enough. And here are the FACTS as I understand them.

- The trasaction was actually completed on Tuesday, June 13, 2006 at 11:44:40 PDT, or 2:44:40 EST (according to PayPal, but I'm sure they're skewing the facts as well). I just checked... not to mention the fact that I go to lunch from 1:00-2:00 pm every day, so placing the order at 1:33:49 was virtually IMPOSSIBLE.

- This was approximately 5 minutes (or less) after my "significant other" called, at my request (due to my unfortunate limited phone use at work), to verify that after I sucessfully completed the order for the parts that were already placed in my shopping cart, in my signed in account on ExtremePSI, that they would be shipped the very same day at 4:00pm when UPS picked up (since it was rather close to pickup time).

- The out of stock item was a 3.0” 45 degree coupler in BLUE.

As evidence of this link on their website...

http://www.extremepsi.com/store/cust...me.php?cat=726

...it does in fact say “In-Stock”, which to me is verification enough that ALL 3 color choices are "In-Stock". If one choice was not "In-Stock", then it should have said "Call For Availability" (assuming timely updates are made to the site). This was apparently either not a very well thought out variable when the new website was designed, or a simple lack of proper site updates and attention to detail.

- They did in fact speak not with myself (who actually placed the order), but my "significant other" today, Thursday June 15, 2006 (as this was part of my Father's Day present). But to be quite honest, the factors surrounding WHY I needed the parts when I did is of little concern. What DOES matter is whether or not they were SHIPPED when they were supposed to be.

- The only situation that was apparently out of their hands was the ability to contact the customer that placed the order 5 minutes after speaking with one of their representatives to inform them that in fact their website was incorrect and one of the 11 parts was NOT "In-Stock". They did, however, offer to split the costs of having this package shipped next day air Saturday or change the color choice from blue to black (which by the way, would have looked GREAT in my engine bay). This is where the "EXTRA $35 to receive, 2 DAYS LATE, the parts I should have received TODAY" in my first post came from.

- Here is the cost:

*Total cost of order: $146.00 PAID, which included the $7.50 handling (shipping) cost

*Total cost of delivery for Next Day Air Saturday: $74.00 (take a few dollars by my quote)

- Upon hearing their FINAL offer (after several other, lesser offers had been given, along with a refusal to speak with the owner), my "significant other" immediately gave them an ULTIMATUM (per my request at lunch). Here was the "threat" that they received:

*Ship out the package Next Day Air Saturday at no additional costs to the customer or... ship out the package via ground or she would contact the Better Business Bureau.

- In addition, here is the email that was sent today, Thursday June 15, 2006 4:02:35PM, after my "significant other" had been blatantly told after her ULTIMATUM to "call the Better Business Bureau, as this is our final offer".

“ The Better Business Bureau was only the FIRST step of many. You guys should have just made it RIGHT...

http://www.tristatetuners.com/forum/...710#post236710

I simply accepted their advice and followed through on my so-called "threat" as instructed...

- Your company policy does firmly states that you must ship all orders for first time customers to the “BILLING” address:
http://www.extremepsi.com/store/cust...ion=conditions

However, I can first ASSURE you that while I am a "first-time" customer" my physical address is listed as BOTH a billing AND shipping address on my credit card, as I personally added it LONG ago to ensure no shipping issues with different addresses (as I use this card for ALL online purchases).

Regardless, I used PayPal to pay rather than directly with my credit card, so if THEY have all my confirmed information (as well as a confirmed shipping address), then there should be no issue. If there was, it surely wasn't mentioned until just now.

As such, I believe this entire argument is irrelevant, and you are doing little more than grasping at straws to further deny responsibility.

- Unfortunately, nowhere does your "company policy" firmly state that as a business, you reserve the right to decide whom we shall and shall not do business with... ESPECIALLY after you have completed a perfectly viable transaction, screwed it up royally, refused to accept responsiblity, and are now simply refusing to do business with them as a retaliation tactic.

Perhaps you strive to provide the aftermarket performance industry with great prices, quick shipping, and excellent customer service... but it is far from consistent. And while I am rather sure your loyal customer base (which obviously aren't "first-time" customers, as you have taken the liberty to point out that I am) will also voice their personal experiences... I'm sure those who are still deciding where to puttheir "loyalty" will think carfully before deciding where it lies.

Either way, I can assure you I will NEVER choosing you for MY performance needs ever again once this trasaction is settled... and it will be if I have anything to do with it. As for you cancelling my order in direct retaliation for this simple independent "review" of your crappy customer service and overall incompetence... you won't have to wait for the BBB to contact you for long.

It's little more than a matter of PRINCIPLE at this point...

As for my PERSONAL opinion - had you been on top of the situation (which it seems you obviously were NOT) and contacted me promptly to inform me that 1 of 11 pieces (which were simple pieces for an intake) were not in stock, I would have surely requested that you send out the remaining 10 pieces ON TIME, to arrive today, and that the SINGLE last piece was drop shipped from your supplier the same day (or the next) to ensure that I received it by Saturday... all at a minimal additional shipping cost incurred to your company (if any, other than regular UPS ground).

However, this was NOT the case. You simply let my remaining 10 pieces sit in your shop with no intention in any way of notiying me of a seemingly simple misundstanding (which it was at the time). Furthermore, the only way I even managed to find out about the unexpected delay was during the first call today to inquire out about never receiving a tracking number.

It was at THIS time, AFTER you forfeited 36 hours worth of opportunity to notify me and discuss a civil remedy to the situation you caused, that you refused to make the situation right at no additional cost (and thus, inconvenience) to me. This was simply unacceptable from my point of view, and after SEVERAL phone calls (regardless of WHO they were from) to attempt to reach this stated resolution, you not only invited a formal complaint against your company, but additionally CANCELLED my order altogether.

Now THOSE are the FACTS that REALLY matter.

dzignr_tastz · 06-15-2006, 09:45 PM

Quote: