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Discussion Starter #1
To all IS members,

This is Eddie, the owner of THM, and I am stepping into what seems like a barrage of issues. We not only are going to turn things around, we are going to get to the root cause of the issues. I see 3 threads below of people not being happy and it just wont sit with me. To all those who had issues, please tell us where your having problems?

1. Did no one tell you about where your shipment is when you called?
2. Did no one warn you of any lead times when you purchased?
3. Is there product you don't have support on and it seems we are not helping?

I have sat and read through the responses, posts, and am seeing that its expectations are not being met in area's 1 and 2. Please post so we can improve, grow and come back to being a great vendor, because this is just flat out scary for me to read after so many years of supporting.


Eddie
Founder, THMotorsports
 

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Well Eddie since ur stepping up I want to say couple of things... I have a post about my bc camshaft which I think nick is helping me resolve... u have great deals and great workers but they have to learn how to appreciate customers who always do business with you guys and new ones... the shipping department barely picks up the phone and when I do ask for info, I get wrong information sometimes... it is hard to track hundreds of orders i know so im patient about receiving my parts... the only thing I hate is being mistreated... I do love your company n I hope to do more business but the way I got treated I dont know... I hope nick is right and we can resolve my problem, I am going to ship my parts out and will have to see...

Jon is a great guy to do business with but he gets annoyed too quickly... Jon as a manager I think you should know that customer service is key...

Im sorry about this downfall of a post but it is something I had to say... even my mechanics think this whole situation was crazy.... hopefully everything works out and I can spend the refund money from the camshaft on some other parts from u guys
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Eddie, my main issues are/were:
PRODUCT EDUCATION:
The staff I spoke with before I placed the order seemed unsure and basically seemed to suggest the EBC reds at random out of the pads you guys offer for my brake setup, they've worked out to be a decent pad but for the first 2k miles or so they were horrendously noisy and are whenever they've got a couple weeks worth of dust on them. The salesperson claimed they were the best biting, quietest street level pad out there with almost no dust....none of those seem true, in conclusion for this subject, your staff needs to be educated on the products that you sell, if they don't know the answer simply say so rather than BS their way through a series of questions or refer them to the manufacture's website or another person within THM.

SHIPPING/TRACKING/CUSTOMER SERVICE
Everything I ordered I did so based on it being "in stock" and 24-48 hr shipping according to the original person I spoke with. It was about a week before the brake lines shipped out and close to 2 weeks before the pads shipped....the brake lines were supposedly made to order and the pads well, I never did get a straight answer on their delay. The guy I dealt with in the shipping dept., Igor, seemed very lackadaisical about giving me any tracking info with responses like "IDK, but I think it shipped". Part of my whole issue was that the pads, a fairly cheap item were sent DIRECT signature required(something usually the buyer has to request or on very expensive parts), meaning myself alone had to sign for them, not my fiancée who also lives with me & was off the first attempted delivery day or a neighbor...I only found this out on the SECOND failed delivery attempt (because I was never given tracking info)… luckily I was able to be in the area the third time otherwise they would’ve been returned to you.

RESOLUTION OFFER
Lastly, Jonathan’s resolution offer was a joke. "Any order at cost and discounted expedited shipping” sounded pretty amazing initially…then every item I inquired about was no better or in some cases MORE than your regular prices listed on the website, and in a couple cases, items incurred my CA state sales tax because the warehouse they were to come from is in my state. Why would I suddenly need to pay my state’s taxes on an order “at cost” through you in another state when I wouldn’t under NORMAL circumstances…that nearly 10% additional added up quickly also there was no mention of the “free ground shipping on orders over $100” being revoked until I inquired and was ready to give a second chance(which is primarily what lead to the items costing more)….but guess what, when I asked what service would be used “LIKELY UPS GROUND”….WTF?!?!? Ok great I get the items at your cost but because the free shipping offer is no longer valid it’ll cost me MORE than if I were a regular customer off the street and it’ll “likely” still come via ground?? Doesn’t seem like much of a resolution.

I agree Jonathan seems to be annoyed very easily and in all honesty maybe immature in general.
 

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To all IS members,

This is Eddie, the owner of THM, and I am stepping into what seems like a barrage of issues. We not only are going to turn things around, we are going to get to the root cause of the issues. I see 3 threads below of people not being happy and it just wont sit with me. To all those who had issues, please tell us where your having problems?

1. Did no one tell you about where your shipment is when you called?
2. Did no one warn you of any lead times when you purchased?
3. Is there product you don't have support on and it seems we are not helping?

I have sat and read through the responses, posts, and am seeing that its expectations are not being met in area's 1 and 2. Please post so we can improve, grow and come back to being a great vendor, because this is just flat out scary for me to read after so many years of supporting.


Eddie
Founder, THMotorsports
Applauded, Eddie.

From my experience, I was not warned of lead times and was given a run-around about shipping, passed back and forth while the THM left hand pointed at the right, and I (the customer) was blamed for my order not going out. Poor customer service at best- you can see my review in the vendor feedback thread. You can also see how your employees respond to complaints: http://my.is/forums/f94/stay-classy-thmotorsports-450857/

I'd recommend a good caching firewall... the first step in finding the problem is monitoring. Step two would be to look into his history and fire/demote Jonathan. From both first-hand experience and reading reviews, he's treating customers like crap and is extremely unprofessional. In my own opinion, as a business owner- he's the last person that I would want to have directly handling my customers.
 

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Discussion Starter #5
Well Eddie since ur stepping up I want to say couple of things... I have a post about my bc camshaft which I think nick is helping me resolve... u have great deals and great workers but they have to learn how to appreciate customers who always do business with you guys and new ones... the shipping department barely picks up the phone and when I do ask for info, I get wrong information sometimes... it is hard to track hundreds of orders i know so im patient about receiving my parts... the only thing I hate is being mistreated... I do love your company n I hope to do more business but the way I got treated I dont know... I hope nick is right and we can resolve my problem, I am going to ship my parts out and will have to see...

Jon is a great guy to do business with but he gets annoyed too quickly... Jon as a manager I think you should know that customer service is key...

Im sorry about this downfall of a post but it is something I had to say... even my mechanics think this whole situation was crazy.... hopefully everything works out and I can spend the refund money from the camshaft on some other parts from u guys
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I saw you guys have found a resolute, of which I am happy but its still not good enough. You mention that no one picks up in shipping; Problem solved. We are hiring on 2 more people ASAP to assist in shipping. it is true, our shipping staff is overwhelmed and in the midst of busy season, we did not act fast enough to get this resolved. Should not be an issue.

Second, you calling in for shipping is not what we want. You should know ahead of time. We have implemented a new system for order processing that lets the customer know if there is any extended wait time. Over the last year, we have improved our fulfillment by 27% all the way up to 94%! That is great, however, things slip through the cracks when no one checks and this is a result. Huge improvement coming within the weeks!


Eddie
 

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Discussion Starter #7
Eddie, my main issues are/were:
PRODUCT EDUCATION:
The staff I spoke with before I placed the order seemed unsure and basically seemed to suggest the EBC reds at random out of the pads you guys offer for my brake setup, they've worked out to be a decent pad but for the first 2k miles or so they were horrendously noisy and are whenever they've got a couple weeks worth of dust on them. The salesperson claimed they were the best biting, quietest street level pad out there with almost no dust....none of those seem true, in conclusion for this subject, your staff needs to be educated on the products that you sell, if they don't know the answer simply say so rather than BS their way through a series of questions or refer them to the manufacture's website or another person within THM.

SHIPPING/TRACKING/CUSTOMER SERVICE
Everything I ordered I did so based on it being "in stock" and 24-48 hr shipping according to the original person I spoke with. It was about a week before the brake lines shipped out and close to 2 weeks before the pads shipped....the brake lines were supposedly made to order and the pads well, I never did get a straight answer on their delay. The guy I dealt with in the shipping dept., Igor, seemed very lackadaisical about giving me any tracking info with responses like "IDK, but I think it shipped". Part of my whole issue was that the pads, a fairly cheap item were sent DIRECT signature required(something usually the buyer has to request or on very expensive parts), meaning myself alone had to sign for them, not my fiancée who also lives with me & was off the first attempted delivery day or a neighbor...I only found this out on the SECOND failed delivery attempt (because I was never given tracking info)… luckily I was able to be in the area the third time otherwise they would’ve been returned to you.

RESOLUTION OFFER
Lastly, Jonathan’s resolution offer was a joke. "Any order at cost and discounted expedited shipping” sounded pretty amazing initially…then every item I inquired about was no better or in some cases MORE than your regular prices listed on the website, and in a couple cases, items incurred my CA state sales tax because the warehouse they were to come from is in my state. Why would I suddenly need to pay my state’s taxes on an order “at cost” through you in another state when I wouldn’t under NORMAL circumstances…that nearly 10% additional added up quickly also there was no mention of the “free ground shipping on orders over $100” being revoked until I inquired and was ready to give a second chance(which is primarily what lead to the items costing more)….but guess what, when I asked what service would be used “LIKELY UPS GROUND”….WTF?!?!? Ok great I get the items at your cost but because the free shipping offer is no longer valid it’ll cost me MORE than if I were a regular customer off the street and it’ll “likely” still come via ground?? Doesn’t seem like much of a resolution.

I agree Jonathan seems to be annoyed very easily and in all honesty maybe immature in general.
Broketuner,

First off, thanks for the breakdown. That is a huge help. I think 1 and 3 tie together due to knowledge of systems and knowledge of product. I want to jump in and say, that as any business owner we support our staff. I will work on getting Jonathan more up to speed on IS parts, as from car to car they vary. I was too in the same boat - always ran Hawk/Porterfield/Carbotech/PF etc and never ran EBC. I found out EBC was the biggest aftermarket supplier next to Wellman group aka Hawk. I put EBC's on one car and they were great, put them on another and they were dead fast. But this has happen with hawks too, so its all about experience. Again, we will teach more on the technical side, but I have to say, Jonathan is a master 1J and 2J specialist. A full engineer by trade, his knowledge of builds is wildly impressive.

In regards to 3 specifically, there just needs to be better translation from what process's exist to what you guys are getting. This should have been brought up to management to solve or at least in a collaborative. I am glad Jonathan tried to spearhead this and I commend him, but it seemed like we could have done something differently.

Read above what I wrote about 2, we are reworking our shipping staff and actually doing a bit of a change up here, so I don't think that problem will happen again. Our goal is to be transparent. This is our 10th year in business and we know exactly what customers want: Proper Advice, A fair price, and service which in this industry means shipping the items fast and in good condition. For 10 years we have been doing this great, and have reached a growth level of which we did not anticipate so our systems broke: no more!


If there is anything we can do at this point let me know please. If you race, I have a sparco helmet bag ready to send your way. PM me the address and Jonathan will email it to me to send out. Thats on me for you being so responsive and forthright. I could not, as a business owner, appreciate this anymore :).


Edward
 

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To all IS members,

This is Eddie, the owner of THM, and I am stepping into what seems like a barrage of issues. We not only are going to turn things around, we are going to get to the root cause of the issues. I see 3 threads below of people not being happy and it just wont sit with me. To all those who had issues, please tell us where your having problems?

1. Did no one tell you about where your shipment is when you called?
2. Did no one warn you of any lead times when you purchased?
3. Is there product you don't have support on and it seems we are not helping?

I have sat and read through the responses, posts, and am seeing that its expectations are not being met in area's 1 and 2. Please post so we can improve, grow and come back to being a great vendor, because this is just flat out scary for me to read after so many years of supporting.


Eddie
Founder, THMotorsports
Eddie,

I tried to purchase a Clutch & Flywheel kit from your site last week. It said it was instock on the site so I placed the order. My credit card was charged and my account page STILL says " Status: New " and I'm just $650 poorer. There was no 'Processing' there was no 'Shipped' there has been no change at all since the second I submitted my payment.

Since then the price has dropped (637), and since there has been zero updates to my account I requested a refund on Monday. I just dont want to deal with being left in the dark with my purchases. I received a cryptic E-Mail about a Refund Confirmation yesterday (Tuesday) but I have yet to see my money come back to me, and was not notified how long this process would take. All it said was:
"
Thank you for your order. This is just a simple receipt to show that we billed your card. A PDF receipt will be sent to you with the itemized purchase thereafter. If you have purchased on the website, you will automatically receive your receipt online.
"
There was no PDF attached, no instructions, and no information that led me to believe I was getting my money back.

I still had zero updates to my THMotorsports account page. I had tried emailing various aliases and tried calling several times but did not receive any responses or simply the phone says your office is closed during your normal business hours.

I finally received an update from Aaron this morning saying:

"
Please note from your PDF invoice:

We regret to inform you that the item you ordered is out of stock with our warehouse and the manufacture and will be backordered for quite some time. We strive to get your item to you by 2 weeks, but it may be longer. We have currently canceled out the order so your funds are not withheld. If you are ok with waiting, please respond back to this email and re-submit your order online. If you are having difficulties, call the number below, and we will take your order down manually. You do not need to reply if you want to cancel the order, it has already been canceled. if you paid by credit card, you will see a charge on your account for a maximum of 48-72 business hours as it takes time for your bank to recognize it being voided.

Your order was refunded yesterday.

Thank you in advance,

Aaron
Shipping
THm

"
Says "PDF Invoice" which I never received. Still no number to call to reach anyone, and this update was passed due. It took your shipping guy to tell me it would take 48-72 hours to receive my refund.

I was never notified the product was out of stock. Which would be fine and I would probably still have my order with you if I was notified.

When I tried to reach out, I was met with no responses. Which further invalidated you as a respectable company to me. Calling at 10AM CST and hearing your office is closed but should be open is absurd.

Please let me know if you have any further questions.
 

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Replied via pm.

Thank you eddie for trying to turn things around
 

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Discussion Starter #11
We saw your email today in the AM about being closed. Let me address every single thing on here:

Hours of operation: We like to once every 2 weeks have a company breakfast and close down only the sales line. We have customer support open and shipping open to make sure we field these calls. Let me know if that was not the case but we do QC this.

You should have been contacted about the delay in the order. I assume it was an ACT Clutch and flywheel which ACT is on backorder now. With our new shipping staff and follow up staff, you will get a notification ASAP. We used to stock these but they are hard to come by. Regardless, thats not your concern and we made this error and should have been transparent ahead of time.

Your credit email back is from our processing agent. We changed the script on it and now email all cancels back to the customer via our system if they do occur.The PDF statement was for inbound orders, not outbound. However, let us know if you would feel more comfortable with something more than this email for a credit?

Price change from $650 to $637. The moment you checkout on our site, we instantly enroll you into the customer club where you automatically get 2% off. Log out and clear your cookies and your price will go back to $650.00.

Credit back not in account. The email we send is the moment we issue credit to you. It takes 48-72 hours to go from settlement on our end end of day, to a intermediary bank, then to your bank, and then your bank/card company based on their software may show you the credit instantly or take a few days. Its quite annoying how banks work and it seems they do a great way of charging people instantly, but ofcourse take their time returning. It makes us look bad no matter how we phrase it sadly since it looks like we take your money fast, but take our time to return it. Thats not the case, it goes through the same process.

In any case, you should have gotten an email and responses quicker. Thats why we added more to our staff and I apologize about the phones, you caught us on a worker appreciation morning, and the lines should have been opened. I did see that at that time our shipping team was getting calls, so it may have been a wrong extension hit or just a glitch.

What can I do to help further? Comp clutch kit works well.

Eddie




Eddie,

I tried to purchase a Clutch & Flywheel kit from your site last week. It said it was instock on the site so I placed the order. My credit card was charged and my account page STILL says " Status: New " and I'm just $650 poorer. There was no 'Processing' there was no 'Shipped' there has been no change at all since the second I submitted my payment.

Since then the price has dropped (637), and since there has been zero updates to my account I requested a refund on Monday. I just dont want to deal with being left in the dark with my purchases. I received a cryptic E-Mail about a Refund Confirmation yesterday (Tuesday) but I have yet to see my money come back to me, and was not notified how long this process would take. All it said was:
"
Thank you for your order. This is just a simple receipt to show that we billed your card. A PDF receipt will be sent to you with the itemized purchase thereafter. If you have purchased on the website, you will automatically receive your receipt online.
"
There was no PDF attached, no instructions, and no information that led me to believe I was getting my money back.

I still had zero updates to my THMotorsports account page. I had tried emailing various aliases and tried calling several times but did not receive any responses or simply the phone says your office is closed during your normal business hours.

I finally received an update from Aaron this morning saying:

"
Please note from your PDF invoice:

We regret to inform you that the item you ordered is out of stock with our warehouse and the manufacture and will be backordered for quite some time. We strive to get your item to you by 2 weeks, but it may be longer. We have currently canceled out the order so your funds are not withheld. If you are ok with waiting, please respond back to this email and re-submit your order online. If you are having difficulties, call the number below, and we will take your order down manually. You do not need to reply if you want to cancel the order, it has already been canceled. if you paid by credit card, you will see a charge on your account for a maximum of 48-72 business hours as it takes time for your bank to recognize it being voided.

Your order was refunded yesterday.

Thank you in advance,

Aaron
Shipping
THm

"
Says "PDF Invoice" which I never received. Still no number to call to reach anyone, and this update was passed due. It took your shipping guy to tell me it would take 48-72 hours to receive my refund.

I was never notified the product was out of stock. Which would be fine and I would probably still have my order with you if I was notified.

When I tried to reach out, I was met with no responses. Which further invalidated you as a respectable company to me. Calling at 10AM CST and hearing your office is closed but should be open is absurd.

Please let me know if you have any further questions.
 

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To any and everyone who has purchased something or plans to purchase something from thmotorsports, read on. I placed an order through jonathan for a set of coilovers about 2 weeks ago. He was very easy to talk to and always quick to reply to any questions. After about a week i contacted him for shipping info and he replied within a few hours CC'ing me on a email to his shipping department. I never received a reply from them which kind of worried me, but thankfully the coilovers arrived today :D. As far as i'm concerned THM is great. The only thing I would suggest is to get the shipping guys more on point with orders. Most online companies will send a tracking# as soon as an order ships. Other than that i would recommend these guys to anyone.
Thanks Jonathan, Eddie, and everyone at THM.
 

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Discussion Starter #13
To any and everyone who has purchased something or plans to purchase something from thmotorsports, read on. I placed an order through jonathan for a set of coilovers about 2 weeks ago. He was very easy to talk to and always quick to reply to any questions. After about a week i contacted him for shipping info and he replied within a few hours CC'ing me on a email to his shipping department. I never received a reply from them which kind of worried me, but thankfully the coilovers arrived today :D. As far as i'm concerned THM is great. The only thing I would suggest is to get the shipping guys more on point with orders. Most online companies will send a tracking# as soon as an order ships. Other than that i would recommend these guys to anyone.
Thanks Jonathan, Eddie, and everyone at THM.
David,

We are working on a better system for delivering shipping info right now. That is a dual effort of adding on more staff as well as putting more pressure on our vendors/manufactures to deliver info on time. Many smaller companies who supply product, like Stance, have a non-existant or archaic method of delivering info. It is our job to find the best strategy to get the info from them! Thanks for giving us another shot and I am glad you are enjoying the coilovers.

Edward
 

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Just got off the phone with you guys about my order on brake rotor/pads placed on 3/6/2013. [was told it's a special order and will take 2 weeks initially.]

When called, the automated system doesn't work but option 1. [This is just today, didn't have problem before]
1-Place Order, 2-Tech support, 3-Tracking Info, 4-any other info
Option 2~4 would say "please hold"..."Good bye" then hangs up the phone.


I've been patiently waiting for the parts thinking "how bad could it be"...

I'm pretty sure my order wouldn't have been looked into if I didn't call in today, as any e-mail sent to you guys were non-responsive.
 

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Just placed an order from Jonathan a parts that is in stock per store site. Send me an invoice and said it will take 4 business days to receive. Paid item with my paypal on same day the invoice received on 03/28/2013. Palpal transaction payment completed on 03/28/2013 at 3:33:03 So far as of today 03/30/2013 I did not not receive any info or tracking# if my package is shipped out yet. I did not know that there is some issues going on with THM. I just PM Jonathan today if he has any info on my order. Will see whats going to happen. This might be a test for Eddie if he is really getting everything around.
 

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Discussion Starter #17
Just got off the phone with you guys about my order on brake rotor/pads placed on 3/6/2013. [was told it's a special order and will take 2 weeks initially.]

When called, the automated system doesn't work but option 1. [This is just today, didn't have problem before]
1-Place Order, 2-Tech support, 3-Tracking Info, 4-any other info
Option 2~4 would say "please hold"..."Good bye" then hangs up the phone.


I've been patiently waiting for the parts thinking "how bad could it be"...

I'm pretty sure my order wouldn't have been looked into if I didn't call in today, as any e-mail sent to you guys were non-responsive.
Have you gotten an update since? Please email me to [email protected] if you have not.

Edward
 

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Discussion Starter #18
Just placed an order from Jonathan a parts that is in stock per store site. Send me an invoice and said it will take 4 business days to receive. Paid item with my paypal on same day the invoice received on 03/28/2013. Palpal transaction payment completed on 03/28/2013 at 3:33:03 So far as of today 03/30/2013 I did not not receive any info or tracking# if my package is shipped out yet. I did not know that there is some issues going on with THM. I just PM Jonathan today if he has any info on my order. Will see whats going to happen. This might be a test for Eddie if he is really getting everything around.
Shoot me your order number to [email protected] . I want to see how my team is doing and what they are doing to be pro-active.

Eddie
 

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Quote:
Originally Posted by ISticker
Just placed an order from Jonathan a parts that is in stock per store site. Send me an invoice and said it will take 4 business days to receive. Paid item with my paypal on same day the invoice received on 03/28/2013. Palpal transaction payment completed on 03/28/2013 at 3:33:03 So far as of today 03/30/2013 I did not not receive any info or tracking# if my package is shipped out yet. I did not know that there is some issues going on with THM. I just PM Jonathan today if he has any info on my order. Will see whats going to happen. This might be a test for Eddie if he is really getting everything around.

THM,
Shoot me your order number to [email protected] . I want to see how my team is doing and what they are doing to be pro-active.

Eddie

Eddie,
I just send you an email of my transaction with Jonathan, completed paypal transaction and the latest response from THM. But as of now 04/03/2013 around 11 am, i don't have any idea or clue to where is my package at. Hopefully you'll get if where's the breakdown here. Thank YOU.
 

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Discussion Starter #20
Quote:
Originally Posted by ISticker
Just placed an order from Jonathan a parts that is in stock per store site. Send me an invoice and said it will take 4 business days to receive. Paid item with my paypal on same day the invoice received on 03/28/2013. Palpal transaction payment completed on 03/28/2013 at 3:33:03 So far as of today 03/30/2013 I did not not receive any info or tracking# if my package is shipped out yet. I did not know that there is some issues going on with THM. I just PM Jonathan today if he has any info on my order. Will see whats going to happen. This might be a test for Eddie if he is really getting everything around.

THM,
Shoot me your order number to [email protected] . I want to see how my team is doing and what they are doing to be pro-active.

Eddie

Eddie,
I just send you an email of my transaction with Jonathan, completed paypal transaction and the latest response from THM. But as of now 04/03/2013 around 11 am, i don't have any idea or clue to where is my package at. Hopefully you'll get if where's the breakdown here. Thank YOU.
Emailed back with tracking :)
 
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