Order issue with IMPEX, need some advice (1 Viewer)

[WannaCruise]

I'm sorry if this is the wrong thread to post in, but I wasn't sure where to drop this discussion.

I ordered about $400 worth of parts from IMPEX about 2 months ago and after much back and forth I finally got the shipping confirmation. The box arrives and it's the wrong order. I had ordered a bunch of trim parts for my LX470, but I received a large, very heavy, electric transfer case for an Isuzu along with the install hardware and 4 spark plugs. Apparently it's over $1000 worth of parts... Clearly it was someone else's order. I reach out to IMPEX and they confirmed that it was a shipping issue. No problem, mistakes happen... They then ask me to ship the box I received directly to the intended recipient in Hong Kong. I agree if they send me the prepaid shipping label and here was their response:

Thank you for contacting our company.

sorry, but remote pick up is quite complicated, it's better for us to credit the amount to your balance and then arrange a refund to your credit card (or PayPal account, i.e. to your original payment method).

Please tell us the shipping cost and we will transfer(refund) the money.

I have concerns about this method. First, I had planned to dispute the original charge while we work this out. If I do this, the "Shipping credit" refund to my PayPal account might make it look like they refunded my order when it was for something else entirely... Am I over thinking this, or does this smell like trouble brewing?

Thanks in advance everyone...

 

[WannaCruise]

As a follow up to this, I finally convinced them to generate a FedEx label and email it to me. I have repackaged it and sent it off, now I'm waiting for them to send my original package. If they don't ship my package this week, I intend to file a credit card dispute.

I'm just updating this to give my feedback on Impex for others that might have questions about their service..

 

[eatSleepWoof]

What you've shared of their approach is somewhat reasonable, but you're right to want to have the shipping-cost refund be an entirely separate transaction from your initial purchase. Mixing that is a recipe for potential headache down the line. They should be going above and beyond to make up for the delays and headache for you, but that's what separates good vendors vs. mediocre ones, and it sounds like they're a lot closer to the mediocre side of things.

I also ordered a small part from them a few months ago, it went something like this:

1. Placed an order, paid for it.
2. Two weeks later, they email me that they have finally received the part I bought (which was initially advertised as being in stock).
3. They sent me second invoice to now pay for shipping. Paid it.
4. About two and a half to three weeks pass. Some sort of week-long holiday on their end, plus them being super slow.
5. They send me a third invoice to pay literally 30 cents for more shipping charges. Paid it.
6. They finally ship the item, and it arrives a week or two later.

All in all I paid about $50-60 CAD for a piece of interior trim that goes for $250 CAD + 12% tax at all local dealerships, but I did have to wait what I consider to be a ridiculous amount of time and deal with a very inconvenient process.

 

[WannaCruise]

Agreed on the convoluted process, but I understand and accepted that was going to be a hassle. Now that I know the process, it's really not all that bad, but I experienced the EXACT same steps you did, except my shipping costs were WAAAAAY off. I was estimated to have about $60 in shipping costs and it nearly doubled. In addition, I got notice that 3 of my parts were on back order and I could either wait for them to arrive, or cancel those items. I chose to cancel because I didn't want to wait another 3 weeks.

 

[fussychicken]

I also had a mixed experience with Impex. I think for many of us 100 series guys, AHC globes are the first time we hear about them. Given all the other good experiences others have had with them, I ordered a set knowing I was going to have to wait a while.

Like was mentioned above, it was listed as "in stock" but there were not in stock and I was told it might be weeks/months before they get them in. So I asked for a refund which also was a bit of a strange process. In the end I did get the refund, but yeah, just strange process all around.

In contrast, another member mentioned their good experience with "Motors Head" MOTORS HEAD JAPAN | Export Japanese Auto, Diesel, Motorcycle Parts - https://www.parts-sale.jp I gave them a shot, and while you also have to do the wait and pay for shipping thing, they did get the AHC globes to me in a reasonable amount of time. If I recall less than 4 weeks from first order placement to arrival.

I just placed my second order with them for UCAs, so we shall see how it goes...

 

[Brandon Ryder]

Interesting. I just ordered the first time from impex. Just trying to figure out their order method is confusing. But hoping it all works out because even with shipping, the savings on the parts I ordered is huge.

 

[WannaCruise]

I just got my shipping notification for my original order. Hopefully it arrives soon and I can report back positive info.

In the end, I think it'll be a good option if you're not in a hurry...

 

[WannaCruise]

UPDATE:

My items arrived today. Very well packed, and neatly organized. Overall I'm happy, but I wish I would have know about the extra delay as I would have gone ahead and waited on the parts that "backordered". I guess I can always order again, but paying for shipping twice is frustrating.

Overall, I'd recommend them if you're not in a hurry...