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Grumpy Old Guy
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3,150 Posts
Discussion Starter #1
So I placed faith back in ET after a nice and apologetic PM from @XTJake. I place an order last Wed night with 3 days shipping and all products were in stock at the time of order.

#1 is delivered yesterday. box is beat to shit and someone added more cardboard to it trying to repair it. Hardware, parts list, instructions all missing. they are arranging for a UPS pick up (they wanted me to repair the box, attempt to make it functional again and take it to UPS which is 30 minutes from me) but after some discussion, they are coming to me, hopefully. If I am lucky, my 3 day shipping will be 11-12 days.

#2 is no where to be found. Not at ET. UPS has not updated their "tracking info" is the excuse I get (UPS shows they are still waiting to receive the item) and ironically... when I ordered it, it was in stock. Now, ironically, it is out of stock.

#3 still shows processing, a week later for an in stock item, on 3 day shipping. I am told it was back ordered (though it was not on their website last Wed) and "should" be going out today.

What I really hate about this is ET has the cleanest and most comprehensive website, ordering system, product lines, online customer service people. But their execution has once again proven abhorrent.

And yes, I have kept copies of all transcripts from my discussions with customer service. No he said, she said. Its black and white.
 

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Premium Member
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16,902 Posts
Sounds like "ET needs to phone home" ....

I know it's a tough time of year but.... it's not like Christmas was just invented. :)

Sorry to hear your boxes are getting turned into tackling dummies.
 

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193 Posts
Last time I ordered from ET (late summer) the same thing happened. I ordered two items, first one came fine. Second one was shown as "in stock"; that is until a day after I placed my order. It was actually on backorder, and finally found this out when I called two weeks after I ordered having not received said item (the shipping notification showed both items shipped in the same package, they claimed it was a weird thing, etc.). Had to wait another week or two until it was "in stock" again. I'm not sure if they drop ship or whatever, but I have a feeling they don't keep good track of their "actual" stock or supply chains, and are ok to just apologize after the fact.

In the end I got my item; but from the conversations and paper trail, my gut says this is a common thing/practice and may not be limited to ET.
 

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Grumpy Old Guy
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3,150 Posts
Discussion Starter #4
Online companies unwilling to spend money on a proper warehousing software program will be part of the downfall of eCommerce. Could you imagine if you went to a restaurant and ordered there the way it is being done currently?

I'd like your #2 and a diet coke.
Sure thing, that will be $9.99.
30 mins later...
Its been 30 mins, can you check on my order?
Sure... let me look into that. Can I put you on hold for a few moments while I investigate that for you?
sure
Well, it seems we have part of your order here. French fries, but they are cold and had something spilled on them, but here you go.
Please take these back and check on the rest of my order?
Sure, but it is really the person who delivered your foods fault. They must have been delayed by weather or a spider. Once it leaves our warehouse, we cant be responsible.
Seriously? But you insure your packages to make sure you are covered, but the consumer waits while you two sort it out? And I had no say in who delivers my meal?
I am truly sorry about that. It looks like the chef was wrong. We are out of burger at the moment, but our fulfillment center in Boise is sending it over right away.
And my Diet Coke?
Oh, we only serve Pepsi and we are not sure where the machine is. It should have said that on the menu when you ordered.....
Can I have my money back and cancel my order?
Sure, it will be 5-7 business days to reflect in your account.
My name is Justin, is there anything else I can help you with? Be sure to visit us online at www.weblowburgers.com and take our customer service satisfaction survey.Terms and conditions may apply.
 

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Grooving With A Pict
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2,493 Posts
Online companies unwilling to spend money on a proper warehousing software program will be part of the downfall of eCommerce. Could you imagine if you went to a restaurant and ordered there the way it is being done currently?

I'd like your #2 and a diet coke.
Sure thing, that will be $9.99.
30 mins later...
Its been 30 mins, can you check on my order?
Sure... let me look into that. Can I put you on hold for a few moments while I investigate that for you?
sure
Well, it seems we have part of your order here. French fries, but they are cold and had something spilled on them, but here you go.
Please take these back and check on the rest of my order?
Sure, but it is really the person who delivered your foods fault. They must have been delayed by weather or a spider. Once it leaves our warehouse, we cant be responsible.
Seriously? But you insure your packages to make sure you are covered, but the consumer waits while you two sort it out? And I had no say in who delivers my meal?
I am truly sorry about that. It looks like the chef was wrong. We are out of burger at the moment, but our fulfillment center in Boise is sending it over right away.
And my Diet Coke?
Oh, we only serve Pepsi and we are not sure where the machine is. It should have said that on the menu when you ordered.....
Can I have my money back and cancel my order?
Sure, it will be 5-7 business days to reflect in your account.
My name is Justin, is there anything else I can help you with? Be sure to visit us online at www.weblowburgers.com and take our customer service satisfaction survey.Terms and conditions may apply.
Pretty much sums up my experience with them just last week. Although once I threatened them, I did get my money refunded that same day I filed a PayPal claim.
 

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Premium Member
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16,902 Posts
:funnypost: It's true. ANYBODY in business these days that wants to stay in business better be selling penis enlargement cream that actually works OR they better just be really really good at customer service AND satisfaction.

Too many folks more than willing to take their place ...
 

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5,385 Posts
What I really hate about this is ET has the cleanest and most comprehensive website, ordering system, product lines, online customer service people. But their execution has once again proven abhorrent.
.
Agree completely. They have a really great website.... better and more organized than QT. It kind of falls apart from there though. I can't tell you how many times BOTH of them have said "in stock", and then sent me an "out of stock" notice AFTER I have paid.

After a few orders from both QT and ET, I've gone back to ebay. Better protections, (most times) better pricing, and I have yet to get an "out of stock" notice. Just picked up a set of amp research power steps from ebay for 1100.00 meanwhile ET is charging 1400.00
 

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Premium Member
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8,574 Posts
I normally will only buy directly from the manufacture provided they have a store front. And except for brand new items all the companies have either delivered on or before there scheduled date. Also if they offer a choice I always ask them not to ship through the brown trucks.
 

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Grooving With A Pict
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2,493 Posts
I normally will only buy directly from the manufacture provided they have a store front. And except for brand new items all the companies have either delivered on or before there scheduled date. Also if they offer a choice I always ask them not to ship through the brown trucks.
So you've not ordered something from them that was showing In Stock - Ships Today it would appear? :lmao:
 

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82 Posts
I recently placed an order with them, and had some frustrations.

Seemed they could not be straightforward with me. ET said the item was coming from a partner warehouse.

I ordered on 12/24, and did not get a tracking number or shipment confirmation till 1/2/2018. Through some investigation, found out Teraflex was closed for year end inventory, and would not resume shipping till 12/29, Teralfex was the partner warehouse.

If they would have explained that it was a drop ship, and the partner warehouse was closed, it would have been no biggie. But instead I felt as if I was strung along, because they were not upfront about the delay.

No biggie, it's f***ng freezing on the East Coast to work on the Jeep. But it tarnished my view of them. There are a bunch of online retailers, and I'll just send my business to them first.
 

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Premium Member
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8,574 Posts
So you've not ordered something from them that was showing In Stock - Ships Today it would appear? :lmao:
Not when it comes to Jeep parts unless that is the only way I can get the parts, i.e. they don't have a store front. To many of these shops just drop ship and everything is in stock.
 

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341 Posts
For a company that is a sponsor of this section of the forum I can say that their response times here are sorely lacking. I have PM'd, called them out in their vendor section, etc.....NOTHING. I have purchased quite a bit of stuff from them but am now moving on. Makes me sad as I like their product.
 

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For what it's worth, I've been having good luck with Northridge 4X4. They respond promptly to PMs. Got a good deal on a set of wheels and they arrived two days after the order. Between not paying for shipping and taxes, I saved about $500 from what the local shops wanted for the same wheels. Just ordered a set of J.W. Speaker headlights from them today and they should be here by Friday. Might want to give them a try in the future.
 

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Grumpy Old Guy
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3,150 Posts
Discussion Starter #14
and I have cancelled my order.
UPS tag was never created to pick up the missing parts package which arrived yesterday.
UPS was never queried about where the other package they claim UPS has... because they were out of stock and no one wanted to tell me. (it was in stock upon ordering)
Satellite warehouse still has not shipped the third item.

But here is what finally did it:

Hi! This is Matt G. one of the Wrangler experts. What can I help you with today?
Visitor
I'd like to cancel an order that you so far have been unable to fulfill.
Matt G.
Sure thing, I can certainly put in a cancellation request for you as it sounds like this may be coming from a satellite warehouse. May I please have your order number?
And no worries, it happens all the time.
 
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Grooving With A Pict
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2,493 Posts
and I have cancelled my order.
UPS tag was never created to pick up the missing parts package which arrived yesterday.
UPS was never queried about where the other package they claim UPS has... because they were out of stock and no one wanted to tell me. (it was in stock upon ordering)
Satellite warehouse still has not shipped the third item.

But here is what finally did it:

Hi! This is Matt G. one of the Wrangler experts. What can I help you with today?
Visitor
I'd like to cancel an order that you so far have been unable to fulfill.
Matt G.
Sure thing, I can certainly put in a cancellation request for you as it sounds like this may be coming from a satellite warehouse. May I please have your order number?
And no worries, it happens all the time.
This will begin to catch up with them. When I was on the phone with their rep, I asked for a supervisor. He said, “I can try and get you to a supervisor, but they won’t do anything for you either.” Nice.
 

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Me ET experience is documented on a couple of different threads, so I'm not going to go into it again, but I would not order from them if they were the only place to buy Jeep parts, period.

Qtec has been good with me for small stuff, but my big ticket items come from Krawl Offroad, Rubitrux, Northridge, Morris, etc. They've all been great to deal with. ET will not get another cent of mine.

Sent from my SM-G935P using Tapatalk
 

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Grumpy Old Guy
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3,150 Posts
Discussion Starter #17
I have been told that I can expect a phone call from a supervisor sometime today via customer support who actually got the ball rolling for me last night. The 4 previous CS members, according to our conversation did absolutely nothing they said they would. No UPS return label, no UPS query on the "lost package", no query to their Georgia warehouse on the third item. Thanks to Matt G. who was finally able to unclog the #couldgiveafuckness rampant in CS today.

Ironically, an unidentified package shipped this morning, after cancelling my order...
 

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I have been told that I can expect a phone call from a supervisor sometime today via customer support who actually got the ball rolling for me last night. The 4 previous CS members, according to our conversation did absolutely nothing they said they would. No UPS return label, no UPS query on the "lost package", no query to their Georgia warehouse on the third item. Thanks to Matt G. who was finally able to unclog the #couldgiveafuckness rampant in CS today.

Ironically, an unidentified package shipped this morning, after cancelling my order...
Maybe let him know that his rep here is non-responsive.
 

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Grumpy Old Guy
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3,150 Posts
Discussion Starter #19
I have
 

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Vendor
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6,014 Posts
So I placed faith back in ET after a nice and apologetic PM from @XTJake. I place an order last Wed night with 3 days shipping and all products were in stock at the time of order.

#1 is delivered yesterday. box is beat to shit and someone added more cardboard to it trying to repair it. Hardware, parts list, instructions all missing. they are arranging for a UPS pick up (they wanted me to repair the box, attempt to make it functional again and take it to UPS which is 30 minutes from me) but after some discussion, they are coming to me, hopefully. If I am lucky, my 3 day shipping will be 11-12 days.

#2 is no where to be found. Not at ET. UPS has not updated their "tracking info" is the excuse I get (UPS shows they are still waiting to receive the item) and ironically... when I ordered it, it was in stock. Now, ironically, it is out of stock.

#3 still shows processing, a week later for an in stock item, on 3 day shipping. I am told it was back ordered (though it was not on their website last Wed) and "should" be going out today.

What I really hate about this is ET has the cleanest and most comprehensive website, ordering system, product lines, online customer service people. But their execution has once again proven abhorrent.

And yes, I have kept copies of all transcripts from my discussions with customer service. No he said, she said. Its black and white.

Once again I very much apologize that you had to go through this!

I also apologize that I have unresponsive for the past couple of weeks here on the forum. There is only one of me and I have been away on vacation for the past two weeks.

It's definitely frustrating for not only you since this is your order, but for me as well considering I do my best to re-assure people that this won't happen again. Unfortunately I'm not the one packaging and delivering the orders though, so it's hard to 100% make sure that these situations don't arise.

I'm very happy to hear that your instances with our customer service, ordering system, and website have been pleasant, but it's disconcerting to hear not only your issue but others within this thread about delivery of items.

I'd be happy to once again do whatever I can do in order to make this right though! As I've done with other forum members/customers, I'd be more than willing to personally oversee any and all orders that you place in the future. This includes checking and double checking item availability, and making sure that your order goes through without an issue.

For the current order, do you happen to have the order number on hand? I want to go in and take a look to get this figured out once and for all.

-Jake
 
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