Item number: 350027853757

Trim piece for a fold down rear seat. Listing stated 10 in stock. I purchased (1) with "buy it now". Paid immediately and then 6 days later I receive this E-m:

Sir, we are currently out of stock of this item. and we will have to remake the mold for the part, therefore I have no time frame on receiving any. We can leave this on B\o and send one as soon as we get some or refund your money. Please respond, Sorry for the inconvenience.

Denise Carlson
Shipping/Receiving Manager
Chicago Muscle Car Parts
912 E Burnett Rd
Island Lake IL, 60042
847-526-2200


My response:

Denise,

Please send refund. I do not understand how a company can put a part on Ebay, stating 10 in stock and then ultimately be out of this item. In my opinion this is a piss poor way of conducting business. Feedback will reflect my feelings as well...

Joe

Joe,

Sounds like a good response to me.

I wish "someone" at Ebay could do a better job of controlling this crap. But its turned into such a monster..

Unfortunately, if you give them poor feedback, they can damage yours back, so its kind of a no-win situation.

Sounds like someone there really goofed up in placing the EBay ad. CMP can be a good source for used parts. I have never had any problem buying stuff from them, although the sales have always been across the counter since they are semi-local for me.

Oh boy. Read their response guys! LOL

Sir with all do respect This IS a business! We have a walk in store, we sell to other dealers and we have these listed on our eBay store. We could sometimes sell 10 to 20 a day. It is reproduction, that means it is subjected to be reordered. and if you are aware of the plastic molding process, a mold can only be used so many times prior to being remade again. The only thing I see piss poor at this time is your attitude. Your money will be refunded. Keep in mind feedback will be left in kind. Have a nice day.

Denise Carlson
Shipping/Receiving Manager
Chicago Muscle Car Parts
912 E Burnett Rd
Island Lake IL, 60042
847-526-2200

Denise,

You have made my point exactly. Your right it is a business. One that is evidently poorly managed at that. In addition, your E-m response is also not what one would expect if they were in fact dealing with a reputible business.

A simple appology followed with an explanation (even a good BS one would be ok). The entire matter seems pretty simple to me, you advertize ten widgets on Ebay, I purchase (1) the Ebay counter states (8) left after my purchase. Six days later I get an E-m telling me item is out of stock and you have no clue when more might be available. Then you go on to tell a customer, who by the way PAID for an item, that he has a piss poor attitude. Yeah, ok there is a good solid business model.

You may expect that all details to this transaction have been and will be posted unedited on as many classic car hobby web sites as humanly possible. All based on the fact that you advertized an item you did not have in stock, yet took my money and then waited 6 days to send me an insulting E-m.
Thank you!

Joe Gall

Funny, their Ebay listing states nothing about the item possibly being out of stock. Oh well, 8 years of Ebaying and this is my first time I've had anything like this happen so all in all I guess I can't complain...

I can't wait to read chapter 3...

LOL Should be interesting to see "IF" I actually receive a refund...

Of course if they refund you via PayPal, then PayPal hits you for a fee.

Give'm hell.
A good inventory system automaticly adjusts on hand quanity.
Someone dropped the ball.

Or maybe they knew a new mold had to be made, and were try'n to see if there would be enough sales to make a profit.

speaking of molds, how's that '69 tail panel coming?

couple more years?

I`ve always had good experiences w Chicago Muscle Cars, but I never bought any of their stuff off EBay....sounds to me like Denise got some training by Ms. Tamraz...

I think that after a few more posts on here You may send her a link to see how many "good customers" see this...

its not in anybodys interests to get a "reputation" amongst 'buyers/customers'....

If you get your refund ok, one thing if you dont , or get bad feedback thats of interest to us all...

Oh, this just gets better and better. What a great company this must be LOL:

From: cmcp.vicki@gmail.com
To: jg093@hotmail.com
Subject:
Date: Wed, 5 Mar 2008 12:36:42 -0600

Sir,
My Shipping Manager just sent me a copy of your email. You were not extremely nice in your email to us, she said back to you exactly what you said to her in the first place. You were not emailed six days later, but one day AFTER you purchased the item.

As a matter of fact, you ordered and item that is in our ebay “store”. Please read our Store Policies. In our Store Policies it does state all the information that she listed to you. We did have 10 of these in stock, but sold them all in one day!

Again, as Denise mentioned to you we are in the process of obtaining a new supplier as our old one is longer in business. They are in the process of being made as I’m sending this email to you. Sir, I will be more than happy to post your email that you sent to us on all the Classic Car Hobby sites as well so they can see how rude you are.

We were open and honest with you and you came back nasty, you insulted us.

Vicki Graff
Chicago Muscle Car Parts, Inc.
(847) 526-2200
(847) 526-2201 Fax #
cmcp.vicki@gmail.com
-----------------------------------------------------------------
MY response:

Excuse me!

This item has been paid through PayPal. Payment was sent to: chimuscle@aol.com on Feb-29-08.

This is incredible. I paid for my item on Ebay on 02-29-08 and received an E-m from Denise TODAY. Hmm, on my calander that would not be the next day.

Not only that, but as a customer do I not have the right to be upset? And oh, by the way, what exactly would you post on websites:

WARNING to all sellers, there is a customer out there named Joe Gall who actually expects good customer service. Please be cautious when dealing with this customer. If you take his money and wait 6 days to inform him the part is not available, he will get upset. Therefore please be advised and do not sell him parts unless you actually have them in stock!

You people are complete fools and that's the bottom line. Now it will be interesting to see if and when I ever receive my refund. LOL

Thank you for your wonderful customer service!
Joe

I'm an upset customer and I was mean to them. Ok, so I wasn't exactly nice to them and pointed out their poor customer service. So instead of sending back a professional response, insult a customer who paid for something and did not get it.

I worked retail for 8 years. Circuit City, I started out as a sales person, sales manager, corp. sales trainer, store manager. In all four of those capacities I dealt with upset customers, had I ever repeated one word that a customer used towards me, back to that customer I would have been fired on the spot.

That's the difference between a "piss poor" business and a professional business. I think I'll stick with Ames Perf., NPD, Ecklers etc.

In the event anyone would like me to forward them the actual E-m from these people, please ask. You will see for yourself the dates, times etc.

Stuff like this just smokes my unions! Remember back in the day as the kids now say, when "the customer was always right". Chalk that one up to yet another thing that is no longer in existence right along with good ole common sense!

Yeah, how funny is this. I posted this for you all in the event you also needed this part. Maybe that's why they had none left for me. LOL Here I was actually posting a part on their behalf! Unreal...

/forums/ubbthreads.php?ubb=showflat&Number=122897#Post122897

How ironic!

RE: ‏
From: Vick (cmcp.vicki@gmail.com)
Sent: Wed 3/05/08 2:58 PM
To: 'Joe Gall' (jg093@hotmail.com)

I’m happy you paid on Feb 29, 2008 … THIS IS A FRIDAY. We did not receive your payment by the end of our business day. Therefore, it would not have been pulled until Monday or Tuesday of THIS week. We pulled orders off on Tuesday, instead of Monday so as far as I can tell this is ONE day on our part, not yours.

You sir need to stop calling us names. We are not the fools, you are. You are being EXTREMELY unreasonable and nasty. WHAT IS YOUR REAL PROBLEM? That we don’t have one or that you were going to get a refund? You sir really stand up to your last name.

Vicki Graff
Chicago Muscle Car Parts, Inc.
(847) 526-2200
(847) 526-2201 Fax #
cmcp.vicki@gmail.com

Vicki,

Sorry I did not realize you were appearently the only seller on Ebay who has a delay from PayPal. I know when I buy and or sell the money shows up immediately. In fact, I've even had sellers ship the same day. Sorry, once again. This is all my falult, please except my appology.

Oh and the remark about my last name, yeah, real professional!

PS feel free to keep the $30 and consider it a donation to be used in the event a seminar comes to your area on "how to offer professional customer service"! As I am certain I would likely never receive a refund from a company like this anyway.

Joe

These people are unreal. Well, it's off to NPD next Monday. Anyone need anything?

Joe, I`d post a link to this thread in an e-mail to them at CMC to see....and maybe let them know how many members are here...at this count we are 4375 Members, all potential customers ,some of us old customers...
looks like we may get another "Tamraz" encounter here...

I know too how important "customer service" is...I bought back two cars (brand new) from customers when I was a Volvo dealer...even against Volvos recommendations (because I didnt have to)...but ended up with so much 'good will', no kind of advertising could get you....and ended up making money on the 'buy backs' also

Bjorn, will do.

Seriously guys/gals, if I am the idiot here please tell me. Honestly, I can take it. I just can't fathum a company responding to and speaking too (E-m) a customer this way.

Was I pi$$ed? Yeah, I did say "pi$$ poor" in my E-m. However, in this case I am the customer who paid for and expected a part. I was actually expecting this thing to show up tomorrow figuring it's a light piece of plastic, toss it in the mail and bingo no biggie. But then to have not only one, but now two employees treat me like crap. Unreal.

I really would have expected if not the first reply but definately the second one to say something like this:

Dear customer,

I was forwarded this E-m of yours concerning our company and or our customer service. I have read over the E-mails and I would first like to appoligize for any inconveinience this may have caused. Second, I would like you to know that you will receive a full refund and again, I appoligize that we were unable to meet your expectations.

Also, I would like you to know that we understand you are upset regarding this situation. We did not intend for this to happen. I hope you will forgive us for this mistake and will give us another opportunity in the near future to supply you with another part/item.

Sincerely,

Is this too much to ask for? I'm going to send this to them and tell them to cut and paste it the next time they screw up. It will be a free gift from me to them to help them improve their "piss poor" customer service skills. LOL

Well, it's off to NPD next Monday. Anyone need anything?

How about a couple of rear quarters for my '67 vert? Can you deliver them too so we don't have to mess with "insurance"?

thanks in advance!

LOLOL Well, now that's a pretty tall order. I am heading up towards Buffalo though as our daughter is about to give birth...

well, you asked!

Joe, no you are not over reacting...I would have reacted the same way...

having attended "customer service" classes in the early 80`s....what I learned in those classes agrees also...

the other thing is...a satisfied customer usually comments to others about the experience 3-4 times...an un satistfied customer comments about it on the avg 15 times, plus negative "advertising" or word of mouth is VERY powerful....and in "not so good" times , its even more powerful.

I learned alot in those classes and I was the first Volvo dealer here to install a new post , a customer service mgr...and it really worked.

I also was one of Volvos "Dealer of Excellence" 6 out of 7 yrs, mostly based on happy customers...

I did a buy it now from some place called RACEPARTS
paid it the same time and i got this




Hello mally37,
We have just processed the following return:
refunded paypal. sorry ran out of stock
Item Title: PRO DAMPER Pontiac 61-79 T/A Trans Am GTO RP$
Item Number: 260155237023
Quantity: 1
Winning Bid: $53.50

If we have not contacted you with questions about the return via phone or email the return was processed in the manner discussed prior to the return. If a item was misshipped, it has reshipped. If a item was to be returned it was processed. If you were due a refund it was refunded in the same manner that original payment was received. If you paid by CC, we credited it, if you paid by Pay pal, we refunded it, if you paid by check or Money Order, we issued a check refund. Thank You.
Thank you again!
eBay Seller ID: raceparts$


I wrote

Dear raceparts$,

I paid you once for this item and you returned my because you did not have it in stock. I do not want to buy it now so you can take me off the buy list!!! and as for selling on here try this if you don't have it don't sell it. that is B.S.

- mally37
his responce
WHY DON'T YOU RELAX CAPTAIN ITEM WAS ACCIDENTALLY RELISTED, GET A HOBBY… BESIDES WORRYING ABOUT MY AUCTIONS.

so being from a lobstering town I sent one more
i am relaxed i just do not want it now on the coast here captain means something to the real men. and the lobster beware
I did get my money but i will never buy from him.

and one thing I tried to get across to our employees ,that was that no matter what ,who screwed up if someone did...just DO NOT say , for instance if you are in the service dept, "the parts dept screwed up, its not our fault"...but , take the blame upon yourself and say " I`m sorry we messed up, WE will fix it" THEN let the company figure out how to fix it or whos fault etc, its not the customers probblem...the customer is NOT interested in who within your co. screwed up, he/she is ONLY interested in getting his/her problem solved!

There i finaly vented on that

I just say "I'll take care of it", and I do...it has paid off for 20 years, and usually with an upsell as well.

You are right, Bjorn, the customer only knows and cares it's not right, not who is at fault. Trying to pass along the blame won't make the customer happy.

well at least they said following up front:
which was good....:"refund...ran out of stock"

the next mail was not so swift by them

I just keep thinking about the "cha ching" that Epay is making every second of every day...

I wish I would have thought of that 10 years ago...

they said it up front but after I bought and paid for it. and they was still running the ebay add

Another E-m from them. Funny how in EVERY E-m from them they found a way to insult me. Unbeleivable...

RE: ‏
From: Vick (cmcp.vicki@gmail.com)
Sent: Wed 3/05/08 3:50 PM
To: 'Joe Gall' (jg093@hotmail.com)

Joe,
I just want to clarify something with you. We work Monday through Friday and we pull orders off every MORNING. If you paid after a certain time then we would not have gotten it. As for your information, Paypal is not always an instant payment. I’m glad other sellers sent you their parts the same day … that is good for them. We receive obviously a lot more orders in a day than they do. We do not work on weekends, maybe they do.

Maybe you should take a seminar on how to “Cool Your Temper” or “Act Like An Adult in The Business World”.

Vicki Graff
Chicago Muscle Car Parts, Inc.
(847) 526-2200
(847) 526-2201 Fax #
cmcp.vicki@gmail.com

Well, I sent them the link to this thread, low and behold I received a refund from PayPal. I'd be willing to bet that had I not posted this here, I would have never received a refund...

or bought stock in EPay...lol

Funny how even though I paid for an item at 2:51pm on Friday, according to them they did not receive the payment until the following Tuesday. Oh well, enough of this one, atleast we all know what kind of company they are.

I still think it's kinda of ironic how I posted their part for them on here and then they treat me like crap. It's actually kinda funny in a weird way...

Hmmmm...

I'm torn here.

On one hand, I've ordered from CMP before, dealt with Denise.(she was great) and, overall, had a pleasant customer experience. I also empathize that posting an item that's out of stock is not smart reputationally, but stuff happens.

However, the follow-up from Vicki was unprofessional. I'm in the service industry. You should NEVER retaliate that way.

Surprising and disappointing.

I was about to order a pair of rear armrests for a 68 conv. After speaking to Denise about them (witch were on ebay) she could not tell me the condition. But now after reading all this I will PASS! Sheesh. Carlisle is a few weeks away. Unless anyone else on here has any.

i buy parts from them on a regular basis and ralph is a real nice guy if you can ever get to speak to him.he has expanded over the years and he has some people working in the office that are not as knowledgeable as him.i dont deal with their retail end of it but they do their best to help as many as they can.when you are in business,there are always going to be a few mistakes made and it happens.i have screwed up on more than one occasion myself.it is tough to get 100% customer satisfaction.i am shur if ralph knew of the problem;he would do something about it

Wow what an interesting post. I bought from a company on EBAY called Fatrodders. I ordered a coolant overflow tank on a Buy-It-Now. 3 days later is showed but was not the one as shown in their picture. They had a phone number on the shipping tag. I called and explained and they were very apologetic. I asked how do I return the wrong one. The girl stated "Don't worry about it. Keep it, the correct one will be sent out to you today"

2 days later the correct one showed up

Super Customer service. I have ordered from them again.

Funny thing is, they are now posting the same part that I still need on Ebay. The very part that started this whole post! I almost wanted to have my wife call and buy it over the phone, LOL as I really do need this stupid thing!!!!!!!!!!! LOL