trueblueTDi
Member
I ordered a 3 inch turbo back exhaust for my MK4 Golf on April 9th, 2022.
I reached out to them shortly after placing the order to ask them to ship to a different address, since I had entered my billing address as the shipping address accidentally. It took 2 days for a response, which is no big deal, but when I got the response, it was asking what kind of car the exhaust was for.
I told them, and then asked if they had seen my message about the changed address.
No response.
At this point, I’d already texted the new tenant at my billing address to let me know when they saw a package for me.
A few days later, about a week and a half after ordering, I decided to reach out again because I had not seen any updates on my order; it was still sitting at “payment accepted.”
No response.
I then messaged them on the chat feature of their website asking the status and after waiting for a while, got someone on the line.
The convo (to the best of my memory):
Me: Hello, i haven’t seen any updates on order XXXXXXX, has the order shipped?
PF: message me on Facebook
Me: sorry, i don’t have Facebook.
PF: whatsapp?
Me: no, i don’t have that either.
PF: ok then just email me at xxxxxxxx and i will respond tomorrow because we’re closed
chat disconnects
So, I email them, asking my question again, and another 2-3 days pass before I get a response saying it will ship today (2ish weeks after ordering)
3-4 more days without any confirmation of any sort, I email again, asking what’s going on. I’m frustrated, but still very polite and understanding.
They respond with a picture of the shipping label taken upside down.
I respond, thanking them and asking who they shipped with because the tracking number shows no information.
No response. At thus point, it’d been 3 weeks.
i message them again 3 days ago, now clearly frustrated and asking if I need to cancel the order.
I’m trying to be understanding but I have never had such a terrible experience with a company in my life. I’m being completely ignored and given no explanation while they still have my $600.
can anyone give some advice on how to handle this/have similar experience? I will delete this post if this issue ends up being resolved in literally any remotely acceptable fashion.
UPDATE:
I finally gave in and made a Facebook account as this seemed like the best way to reach them.
I reached out the day i posted this, and 2ish days later I got a response. Conversation is as follows:
me: Ivo, I understand delays. I’ve worked in sales and customer service for most of my life. I just need to know what’s going on. You’ve told me it shipped twice now but UPS shows no activity on the tracking number you sent.
Ivo:
Hi Samuel
Now here is a 6 pm
Tomorrow I'll to try find more information about your order.
Normally UPS deliver for around 3-4 days... obviously there is a some shipping problem. Don't worry, I'll send you another exhaust if needed
me: Thank you, I’ve reached out to UPS international a few times over the last week but they said they have no information on that tracking number.
Lo and behold, I got tracking info the next day and it arrived in 3-4 days.
My personal opinión is that I don’t believe it was ever shipped. I can’t imagine someone would be so willing to throw away an entire $500 exhaust system without questioning the customer at all and then just send another.
I got the exhaust installed and fitment was pretty good. Front hangers needed to be spread apart a little, middle hanger could stand to be 1.5 inches back, but I made it work without any serious work. *Looks* very well made. Welds are decent.
Happy with the exhaust, unhappy with the customer service. Equals out to a “meh” experience. Would have just ordered domestic had I known what I was getting myself into.
In short, worth the money, as long as he doesn’t leave you on read for over a month. Leaving the post up as a fair warning to others.
I reached out to them shortly after placing the order to ask them to ship to a different address, since I had entered my billing address as the shipping address accidentally. It took 2 days for a response, which is no big deal, but when I got the response, it was asking what kind of car the exhaust was for.
I told them, and then asked if they had seen my message about the changed address.
No response.
At this point, I’d already texted the new tenant at my billing address to let me know when they saw a package for me.
A few days later, about a week and a half after ordering, I decided to reach out again because I had not seen any updates on my order; it was still sitting at “payment accepted.”
No response.
I then messaged them on the chat feature of their website asking the status and after waiting for a while, got someone on the line.
The convo (to the best of my memory):
Me: Hello, i haven’t seen any updates on order XXXXXXX, has the order shipped?
PF: message me on Facebook
Me: sorry, i don’t have Facebook.
PF: whatsapp?
Me: no, i don’t have that either.
PF: ok then just email me at xxxxxxxx and i will respond tomorrow because we’re closed
chat disconnects
So, I email them, asking my question again, and another 2-3 days pass before I get a response saying it will ship today (2ish weeks after ordering)
3-4 more days without any confirmation of any sort, I email again, asking what’s going on. I’m frustrated, but still very polite and understanding.
They respond with a picture of the shipping label taken upside down.
I respond, thanking them and asking who they shipped with because the tracking number shows no information.
No response. At thus point, it’d been 3 weeks.
i message them again 3 days ago, now clearly frustrated and asking if I need to cancel the order.
I’m trying to be understanding but I have never had such a terrible experience with a company in my life. I’m being completely ignored and given no explanation while they still have my $600.
can anyone give some advice on how to handle this/have similar experience? I will delete this post if this issue ends up being resolved in literally any remotely acceptable fashion.
UPDATE:
I finally gave in and made a Facebook account as this seemed like the best way to reach them.
I reached out the day i posted this, and 2ish days later I got a response. Conversation is as follows:
me: Ivo, I understand delays. I’ve worked in sales and customer service for most of my life. I just need to know what’s going on. You’ve told me it shipped twice now but UPS shows no activity on the tracking number you sent.
Ivo:
Hi Samuel
Now here is a 6 pm
Tomorrow I'll to try find more information about your order.
Normally UPS deliver for around 3-4 days... obviously there is a some shipping problem. Don't worry, I'll send you another exhaust if needed
me: Thank you, I’ve reached out to UPS international a few times over the last week but they said they have no information on that tracking number.
Lo and behold, I got tracking info the next day and it arrived in 3-4 days.
My personal opinión is that I don’t believe it was ever shipped. I can’t imagine someone would be so willing to throw away an entire $500 exhaust system without questioning the customer at all and then just send another.
I got the exhaust installed and fitment was pretty good. Front hangers needed to be spread apart a little, middle hanger could stand to be 1.5 inches back, but I made it work without any serious work. *Looks* very well made. Welds are decent.
Happy with the exhaust, unhappy with the customer service. Equals out to a “meh” experience. Would have just ordered domestic had I known what I was getting myself into.
In short, worth the money, as long as he doesn’t leave you on read for over a month. Leaving the post up as a fair warning to others.
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