| | GMPartsdirect.com - Bad Customer Service, Bad Communication
Just a warning to anyone else considering doing business with this company. I have had one other good experience where I ordered some spindles and they showed up just a few weeks later. No need to contact them. This time however, I had a VERY different experience. On April 16th I ordered a new front bumper and the foam padding behind for my 2002 Trans Am. On April 26th I received e-mail notifications that my parts had shipped and was provided a tracking number. On May 23rd, almost a month later, I decided to check on the shipment. I attempted to track the shipment at Fedex's website and found that the shipper did not recognize the number as a valid shipping number so essentially the shipment did not exist. I went to the GMPartsdirect.com website to locate a number for customer service so I could call them. I assumed maybe the shipping number was just bad. Some of you may know this already but if you don't they DO NOT advertise a number to call, of any kind, for any reason. If you want to contact their customer service dept you have to send them an e-mail and wait. So I sent the first e-mail on May 21st. I received an automated e-mail response stating responses might be delayed due to the high volume of e-mail. <To me this says, if you're going to rely on e-mail for customer service, how about hiring enough f'ing people to be able to respond in a timely manner>. As of May 23rd I had received no response to my first e-mail so I sent a second e-mail and specified that if I did not get a response by COB that Friday (May 25th) I would dispute the charge and issue a charge-back. At 4:58PM on Friday I received the one and ONLY response. It was one sentence and basically stated that the tracking number was for UPS and not Fedex. That's it, nothing else, no offer to check on the status of my shipment, no insight as to what was happening to my shipment, nor a number to discuss over the phone. So I immediately went to the UPS website and tried the tracking number at their website and got the same result. Shipping number unknown, shipment doesn't exist. So within minutes of receiving their reply, I replied and told them I had tried the same tracking number for the UPS website and got the same result. I never got a response but it was late in the day. On Tuesday, May 29th, I tried the tracking number again and even grabbed a screenshot of the error message given to me by UPS. I sent another e-mail stating that the tracking number did not work for UPS either, attached the screenshot, and requested a status update. By the end of the day I still had received no response. On Wednesday May 30th I sent another e-mail requesting a status by the end of the the day or I would dispute the charge. The end of day came and no response. I sent one final e-mail communicating my displeasure with their absurdly poor customer service and today I disputed the charge.
In summary, I sent 5 to 6 different e-mails trying to get this resolved and got one pathetically bad e-mail response back. I am certain had someone worked with me for 10min this could have been easily resolved. I have been waiting for my parts for 5 weeks now and will now have to re-order them from another vendor and wait several more weeks for those parts to ship.
Exercise caution when dealing with this company. They have NO customer service.
Last edited by thefirebirdman; 05-31-2012 at 05:02 PM.