I know that there are some vendors/sponsors here that use this company and I feel bad about having to write this post, but I also feel that when there is something positive to say about a company that others can use I do so, but conversely I feel that if I feel that a company treats me unfairly I am going to let people know of that also.
Recently and almost exlusively on the reputation about their products from this site and another I decided to purchase wheel spacers for an upcoming project from Motorsport Technology out of San Bernardino CA. I placed the order over the phone and was told about two weeks for fabrication and shipment. That commitment was met. During the order I was explicit that the shipping address was to be different from the billing address. The information was taken down and I had no pause in giving my CC #.
Well yesterday at work my wife told me that we got a box from them. I thought, "Oh **** did they not ship it 300 miles east to Rexburg like they were supposed to?" Well when I got home sure enough we recieved the package instead of it being shipped to my fabricator of the project. It turns out that they had written the correct shipping address on the invoice, yet when they filled out the FedEx label they gave mine as illustrated in the following image.
Well that was not the end of the world, luckily we weren't in a position with the project that this delay was holding us up, I would just call them the next day and see about reimbursment of the shipping charge and I would go ahead and do it myself.
Now to the unfortunate part. Today I called them and I don't even know who I talked to as they didn't say their name, just "Motorsport" as they answered.
I explained that this was Clark that ordered the spacers from Boise and that we needed them shipped 300 miles east but that they had shipped them to the billing address instead of the shipping address. I said that the invoice had the correct address but the UPS label was wrong. "Long pause" (At this time I would have expected an apology from anyone versed in even the most rudimentary customer service skills)
I continued, I'm not sure what you want to do to correct this?
"What was your name again?"
Clark....
"OK, well let me know was shipping will be and I'll give you that, it shouldn't be more than 10 bucks"
Well I paid $25 to get them shipped here and now I have to go down and ship them myself, couldn't you just credit my card the $25?
"Look I offered to pay the shipping cost for you, now you can take that offer if you want."
(At this time I am HOT) Hey man I am really sorry to have inconvenienced YOU but you were the one that messed up the shipping.
"Hey I offered to pay the shipping you can take it if you want, *click*"
Hung up on me.
I called back in a couple minutes, Can I talk to the owner?
(same voice, still don't know the name)"I am the owner"
Boy this is a really great way to run a business, I know people that might use your products and you can rest assured that they will get my recomendation to not.
"Go ahead and tell all your buddies about us, I offered to pay the shipping"
Ok, sorry that I am inconveniencing you, *click* I hung up.
This is the invoice that they are going to get from me for shipping the product myself.
4.1 miles to UPS store, 8.2 round trip at 16mpg = .51 gallons@ $3.55 per gallon. Total: $1.81
5 minutes repackaging after shipment inspection
22 minute average traveling 4.1 miles through town
23 minutes in line/transaction at UPS store
22 minute average traveling 4.1 miles back home.
Total time charged 73 min. or 1.22 hours billed at $25 per hour for MY time = Total: $30.50
Shipping cost from Boise ID, to Rexburg, ID UPS Ground = $15.22
Total charge for shipping mistake by Motorsport Technology = $47.53
Here is the "10 shipping" invoice from UPS
I hope he was just having a bad day and will make it right, but I get the feeling they have business accounts that keep them busy and that I was "small timed" becuase I had one isolated order and they could care less about what I think...
Clark
Recently and almost exlusively on the reputation about their products from this site and another I decided to purchase wheel spacers for an upcoming project from Motorsport Technology out of San Bernardino CA. I placed the order over the phone and was told about two weeks for fabrication and shipment. That commitment was met. During the order I was explicit that the shipping address was to be different from the billing address. The information was taken down and I had no pause in giving my CC #.
Well yesterday at work my wife told me that we got a box from them. I thought, "Oh **** did they not ship it 300 miles east to Rexburg like they were supposed to?" Well when I got home sure enough we recieved the package instead of it being shipped to my fabricator of the project. It turns out that they had written the correct shipping address on the invoice, yet when they filled out the FedEx label they gave mine as illustrated in the following image.
Well that was not the end of the world, luckily we weren't in a position with the project that this delay was holding us up, I would just call them the next day and see about reimbursment of the shipping charge and I would go ahead and do it myself.
Now to the unfortunate part. Today I called them and I don't even know who I talked to as they didn't say their name, just "Motorsport" as they answered.
I explained that this was Clark that ordered the spacers from Boise and that we needed them shipped 300 miles east but that they had shipped them to the billing address instead of the shipping address. I said that the invoice had the correct address but the UPS label was wrong. "Long pause" (At this time I would have expected an apology from anyone versed in even the most rudimentary customer service skills)
I continued, I'm not sure what you want to do to correct this?
"What was your name again?"
Clark....
"OK, well let me know was shipping will be and I'll give you that, it shouldn't be more than 10 bucks"
Well I paid $25 to get them shipped here and now I have to go down and ship them myself, couldn't you just credit my card the $25?
"Look I offered to pay the shipping cost for you, now you can take that offer if you want."
(At this time I am HOT) Hey man I am really sorry to have inconvenienced YOU but you were the one that messed up the shipping.
"Hey I offered to pay the shipping you can take it if you want, *click*"
Hung up on me.
I called back in a couple minutes, Can I talk to the owner?
(same voice, still don't know the name)"I am the owner"
Boy this is a really great way to run a business, I know people that might use your products and you can rest assured that they will get my recomendation to not.
"Go ahead and tell all your buddies about us, I offered to pay the shipping"
Ok, sorry that I am inconveniencing you, *click* I hung up.
This is the invoice that they are going to get from me for shipping the product myself.
4.1 miles to UPS store, 8.2 round trip at 16mpg = .51 gallons@ $3.55 per gallon. Total: $1.81
5 minutes repackaging after shipment inspection
22 minute average traveling 4.1 miles through town
23 minutes in line/transaction at UPS store
22 minute average traveling 4.1 miles back home.
Total time charged 73 min. or 1.22 hours billed at $25 per hour for MY time = Total: $30.50
Shipping cost from Boise ID, to Rexburg, ID UPS Ground = $15.22
Total charge for shipping mistake by Motorsport Technology = $47.53
Here is the "10 shipping" invoice from UPS
I hope he was just having a bad day and will make it right, but I get the feeling they have business accounts that keep them busy and that I was "small timed" becuase I had one isolated order and they could care less about what I think...
Clark
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