Join Date: Nov 2012
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Satisfaction level: before the sale 10/10...after the sale maybe more like a 4/10
Basically told me what they thought I wanted to hear before buying...bought the items andeverything as far as the items being in stock and shipping times was BS
Brakelines turned out to be made to order, took two weeks, brake pads took about 3 weeks was initially told everything in stocl would ship within 24 hours...got run around about trying to get tracking info and was told "I think it shipped, but I really don't know"....WTF?
Full story here: https://my.is/forums/f180/your-shippi...vement-443302/
They also basically tried to bribe me to take the thread down...with "at their cost" pricing on any item I wanted...sounds amazing right? Everything I inquired about. Ended up being higher priced then their website...why? Because if they're giving me the item I wanted at cost the "free ground shipping on orders over 100" goes out the window and the warehouse where they get their stuff from is in my state so id have to also pay the sales tax on top of the shipping
Overall their prices are good but don't expect anything they say relating to lead times to be accurate and their customer service after you give them money is about as screwed up as SRT.
Poor customer service and response time
Poor internal communication
Offensive at best
I purchased a set of coilovers, spark plugs, brake lines and a radiator cap from THMotorsports as a test order before ordering additional suspension and performance components. I appreciated the initial quick response, but it seemed as time went on they didn't want to respond to me- only replying to messages late in the day... A scary experience for someone that didn't want to buy from a no-stock "I-have-a-day-job" shop (which is why I ordered from them, the posts about them gave great credibility to THMotorsports).
I was never told that the coilovers or brake lines weren't in stock- this is a problem... all I look for is to have a vendor that is up front with me. If they're not in stock and have to be ordered, say so. After over two weeks of trying to get a straight answer about my coilovers, one department said they had them in stock, another said they arent and I should not work with customer service for status, rather shipping as if I had created a problem by copying both sides as neither seemed to have accurate information. This had followed their copying of each other when e-mailing me.
After a frustrating series of e-mails, I had parts of my order that would not be available until mid-Jan cancelled and reluctantly advised them to ship the coilovers, with shipping occurring 20 days after the order had been paid.
If you choose to go with them, do yourself a favour- don't assume their internal communications are on-point or that your items are readily available... Be proactive and ask every question that you can think of in advance.
If THMotorsports wishes to do better- please analyze this transaction from initial inquiry to completion so that you can better your business. Miscommunication, mistakes and delays happen. The difference between an average vendor and a GREAT vendor boil down to how these issues are handled. Professionally, I deal with 10-15 vendors daily for my clients. When I have an experience similar to this with one of them, they're done.
I would care to disagree. You placed an order during Black Friday Sales which is the busiest time of the entire year. We had the item in-stock for you but due to high demand was sold before your order went through. We can not make more product when we are not the manufacture.
Our level professionalism was second to none in this matter. The communication issues we were having was that you would email 2 different departments the same questions and then we both had the same answer and it was overly redundant when you email me, pm me, and then email shipping department. When I refered you to one person handling the entire issue for you in the shipping department.
Furthermore, we kept you updated with the entire order the entire time for you and at no point did we lose communication. Black Friday time on deals is very hectic and lots of people buying a lot of stuff at the same time. It was clearly in-stock at the time of purchase and sold by the time the order came through.
If you would like some sort of compensation for your troubles, I'd be happy to extend an offer to you privately. Our OUTSTANDING reviews since 2003 speak for themselves and our "A+" rating on the BBB makes us the benchmark in this business.
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