Complaint Review: autopartswarehouse.com - Carson California

Here is a copy of my email to Autopartswarehouse.com   dated August 20, 2009:

This purchase (of a starter for a 99 VW Vanagon) from you has been the MOST disappointing experience I have ever encountered since I started buying through the Internet over twenty years ago.   You do not appear to have any idea what Customer Service means (your out-sourced reps in the Phillippines dont speak English) and you have amply demonstrated that you have no desire to provide that service.    Your Live Chat proved to be a   Dead Chat.   I have carefully documented (and made copies of) all the correspondence (emails, Live Chat log, etc.) so that no one can say I exaggerated this transaction.

You casually took 8 days to ship my starter which turned out to be a WRONG starter.   After I notified you that you had shipped a wrong starter, you took another 7 days just to issue a Return Merchandise Authorization (RMA).   It took FedEx a week to get the part back to you, then you took another 8 days to credit my account.   In all, you had the use of MY $125.40   interest-free for a month and 2 days.   Thats just ONE account.   If you are pulling the same trick to a thousand others, ten thousand others, what you are playing with could be substantial.  

I dont know how many people you are floating their money for your advantage, but even if thats not what yure doing, the appearance   of unethical handling of customers money is quite evident.   Therefore, I am requesting an investigation through authorities that are interested in monitoring Internet trade.   We will see whether you are one of those that abuse the system and are ripping the public off.

Sincerely,

Andrew

The following is what I also found on the Internet: it shed the light on a lot of things.

autopartswarehouse.com and its affiliates Complaint - Carson, California

The Truth About Autopartswarehouse and It's Other Sites - car parts

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Reviewed by ferdieboy Please Improve

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I would like to tell you the truth because the entire office is located in the Philippines and the customer service and the sales department is here in Makati and the accounting department that processes all the refunds is in Bicol and the catalog office is in Pasig. I would also like to tell the truth that around 90% I think have no basic car knowledge because they only ride the bus and jeep and were not fully trained for car parts and our catalougue are not daily updated so only a few are updated. We have around 50 plus website as our members. Our managers will not answer because we are on a firstcall resolution and if we do not resolve that, we will get punished. The refund takes 4-6 weeks because it is being processed here in Bicol, Philippines. 85% of the agents answering calls for customer service cannot understand english because some only reached second year college or only took 2 year courses so the customer must ask the representative to read back the complaint. If not, they have to cover the for sales agent that sold the wrong part or the catalogue error. Our motto as far as the customer is concerned is 'sir, you have the correct part but the wrong car.' We are forced to sell parts that are not correct or out of stock because it is punishable by incident reports and suspensions from the human relations office and the employee relations office. We cannot change your orders once it has been processed because it has to go airbound from the Carson office to the bicol office and that takes a long time. If you think you have received the part twice and ordered it either online or through a representative, the representative concerned will misinform or if not, inform the customer that either the order has been canceled or only an RGA form was filed. Since we have all the customer's contact details, we can search their accounts using the email, the phone number and the last 7 digits of the credit card. So that the customer will not know that a car part was ordered without their consent, we will take away your email or change your address except for your credit card information. We have to do this because we fear the PQA and the employee relations officer and our team leaders because they will issue us incident reports and then suspend us and then blacklist us. Blacklisting agents like us is very easy. We don't have contracts or IDs even if we have been working for almost two years here. If your cash has not been returned in your credit card, please call our Philippine Office directly area code 632-8564987 or 632-8564986. This IS NOT TOLL FREE but you will be refunded immediately. Please look for our country manager/chief accountant, Fred Miguel or our call center director/sales director, Joel Acot in this numbers. If they do not want to cooperate, please write directly to [email protected] and report this immediately. That is all we want to reply.

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<!--[if !vml]--> <!--[endif]--> hornyshemale69 says: (24 hours ago)

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agents name SARAH, BOB, GWEN, FRANCIS and all the ****ing INDIANS, they all had no BRAINS at all. all they want is to sell and sell everything. My God, they don't know exactly what they are selling to their customers. Please do not trust these individuals. They just want your credit card informations, be careful..

 

<!--[if !vml]--> <!--[endif]--> exseatbeltteammember says: (7 months ago)

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I agree with what you said my friend.Also they layed off a lot of agents before the year end of 2008. They even gave a hefty 40k exit pay...(or should I say "shut up here's the money and go") My TL from my team was removed as well...the excuse?...Didn't hit targets? Bullshit..we make a million in confirmed sales in less than 3 months! To all our customers,we apologize for this mishap.It's our own management and counterparts in the U.S. who's at fault.