I loathe posting reviews like this - particularly for
a vendor that supports parts for such a niche vehicle community such as ours. And I try to extend additional grace for these vendors as I assume many of them are probably small family-owned businesses. That said, the disrespect and poor customer service from this vendor in particular was a rarity, and leads me to share my experience.
TLDR: I placed an online order with JTOutfitters for a new oil pan for my 40 with the quickest available expedited 2-day shipping (tight deadline) on 7/2. Nearly TWO WEEKS went by without a confirmation it was shipped, nor a single response to several emails I sent to them requesting a shipment update. Two weeks. (Mind you, I ordered several other 40 parts from other vendors at the same time - no issues - had them within days).
As you can imagine, my mechanic began getting quite upset that we were tying up one of their lifts/bays while waiting on this one part.
It wasn’t until yesterday (over two weeks after order was placed - 16 days) after writing JTOutfitters an email threatening to file a credit card dispute - that I FINALLY got a nearly immediate response from “Joe” at JTOutfitters.
His response? It’s not his fault, it was due to the CDK Dealership hack in June.
.
When I asked why this was the first I was hearing about any “delay”, now more than TWO WEEKS after the order was placed, this was his exact response (copy and paste): “Then you should have called. I just do not have time to be on email regularly.”
(Again, no response to my prior emails, but an immediate response after threatening a chargeback)
My reply: I hope you are kidding. If this is how you want to handle customers, so be it.
His response: 25 years, nearly 100 million in sales, this is how we do it. We never make any pretense elsewise.
——
No owning that it was poor communication on their behalf. No apology. Just a really bad attempt at putting it on ME paired with an odd flex.
Needless to say, if this is “the way they do it”, this will be the first and final time I place an order with JT Outfitters for my 40.
Going forward, I’ll gladly give my business to other Land Cruiser vendors who value and respect their customers.
JTOutfitters… if you’re reading this, I have no beef with you and have no problem updating this thread if you find it in you to reach out (privately is ok) to acknowledge a ball was dropped. Mistakes happen. But it’s never ok to blame your own mistake on the customer.
a vendor that supports parts for such a niche vehicle community such as ours. And I try to extend additional grace for these vendors as I assume many of them are probably small family-owned businesses. That said, the disrespect and poor customer service from this vendor in particular was a rarity, and leads me to share my experience.
TLDR: I placed an online order with JTOutfitters for a new oil pan for my 40 with the quickest available expedited 2-day shipping (tight deadline) on 7/2. Nearly TWO WEEKS went by without a confirmation it was shipped, nor a single response to several emails I sent to them requesting a shipment update. Two weeks. (Mind you, I ordered several other 40 parts from other vendors at the same time - no issues - had them within days).
As you can imagine, my mechanic began getting quite upset that we were tying up one of their lifts/bays while waiting on this one part.
It wasn’t until yesterday (over two weeks after order was placed - 16 days) after writing JTOutfitters an email threatening to file a credit card dispute - that I FINALLY got a nearly immediate response from “Joe” at JTOutfitters.
His response? It’s not his fault, it was due to the CDK Dealership hack in June.
.
When I asked why this was the first I was hearing about any “delay”, now more than TWO WEEKS after the order was placed, this was his exact response (copy and paste): “Then you should have called. I just do not have time to be on email regularly.”
(Again, no response to my prior emails, but an immediate response after threatening a chargeback)
My reply: I hope you are kidding. If this is how you want to handle customers, so be it.
His response: 25 years, nearly 100 million in sales, this is how we do it. We never make any pretense elsewise.
——
No owning that it was poor communication on their behalf. No apology. Just a really bad attempt at putting it on ME paired with an odd flex.
Needless to say, if this is “the way they do it”, this will be the first and final time I place an order with JT Outfitters for my 40.
Going forward, I’ll gladly give my business to other Land Cruiser vendors who value and respect their customers.
JTOutfitters… if you’re reading this, I have no beef with you and have no problem updating this thread if you find it in you to reach out (privately is ok) to acknowledge a ball was dropped. Mistakes happen. But it’s never ok to blame your own mistake on the customer.
