It is sad when a previously excellent vendor has lost it's good customer service.

I have been a customer for more than 25 years, and I have spent thousands on parts with them.

Last Friday, I placed an order for a very expensive part. I received an e-mail saying that the order is confirmed, but no shipping e-mail went out.

I called today, and asked where the tracking number was. The CSR told me that the part is dropped shipped from the manufacturer (never disclosed on the website), and it would be 1.5 to 2 weeks to get it.

The CSR was not even remotely concerned that I was angry about it.

Well, I guess I will spend my money elsewhere....Summit is now on the "Do Not Buy From" list, from today until eternity....

 

That is a bummer that you had a bad experience with Summit. I've always got good customer service from them.

When I assembled my engine I bought a Moroso deep oil pan from them and it leaked at the drain plug. I had to swap out the Moroso pan twice (all of them leaked) before deciding to pay an extra $30 for the Milodon pan. The first Milodon pan that I got worked like a charm. They sent me a hat and a Summit banner for free since I went through so many oil pans.

 

I ordered a set of pistons from them. They told me up front that they would be backordered for 5 weeks. after 2 months I had not heard a thing from them so I called them. They siad it would be another 4 weeks. I ask why I was not notified of the delay and they had no answer. I was not in a hurry but in total it took right at 4 months to get the pistons without a single call or email from them. All contacts were made by me.

 

So let's get this right, for 25 years the service has been flawless and this one time...hmmmm.

Ok, let's only do business with companies that never, ever mess up, first time your out. We all should boycott them because of, well oh yeah, camaraderie in your cause.

I understand about venting, but let's be realistic.

 

Drop shipping from vendors is normal. Actually funny story. I order a set of gaskets from a mfg. that is here in Illinois and on my way to work. I ordered from summit and had to wait x amount of days. I called the mfg. told them my info and that I could stop by and viola I got gaskets in less time than it would have taken for them to ship from summit lol. I have never had any issue from them they tech and customer service is top notch.

 

I like Summit and have given them a lot of my money in the past.

 

I recently bought an aftermarket 1 wire alternator from Jegs. Their price was better than Summit and I liked the features of their alternator too. I was happy with my experience with Jegs as well.

 

You complain about this?? Really? And you start a thread about this? What a waste of time that I had to read that

 

Pretty common for large, expensive items. If it's a time critical, call ahead and confirm shipping time or buy locally.

 

1-2 weeks? Really. Anyways, I have had good luck with both Summit and Jeg's over the years. Summit does give you an estimated ship date right in the product description.

 

Jegs has free shipping right now.
Jegs or Summit usually arrives at my door in 3 days sometimes two so if thats what I expect then 2 weeks would upset me, I would want to know that so I could cancel and order from the other vender.
I work on my car and go to shows on the weekends so 2 weeks would factor into that, I don't just sit in the garage sipping coffee all day like some!

 

Summit has been excellent to me! lot's of bucks spent, some parts drop shipped always with updates and reminders that it is in process etc. A return or two have been handled with great customer service, one return I requested after the 30 day period was honored and no fee added. They are spot on for me.

 

My comment is directed more towards a possible reason this happened in the first place. My company has a customer service rep also and we have gone through three in the last year, for various reasons. I think it may be a case where the CSR you spoke with may have been poorly trained, was having a bad day, had tied one on the night before, or any other valid reason that of course is still not your fault or problem except in the sense that you were on the receiving end of the poor service. It is up to the management to correct those things when it is known though. I bet they have more than one CSR and it would be entirely possible you may never deal with that person again if you were to make a dozen more orders. If it really bothers you then call back and let the management know so they can fix it. It is like getting poor service at the restaurant, you call the manager and get it fixed.