On April 2 I ordered two cabin pollen filters for my Nissan Quest Van. The order was confirmed via email and on the order tracking page of the nissanpartspeople web site as indicated below:
Thank you for your order from AutoPartsPeople.com.
2 27298-7B000 $33.39 Nissan part# 27298-7B000 - In-Cabin Microfilter - Filters outside air introduced by the air condi...$66.78
Shipping - $7.95
Online Discount - ($10.02)
Total - $64.71
Thank you for your order. We appreciate your business and look forward to serving you
And:
Order Tracking
Order Date: 4/2/02 3:22: 27 PM
Order Comments: 00 Quest
Type of Shipping: Standard
Order Status: New Order
Date Shipped:
Shipping Tracking #:
Order Notes:
For tracking UPS orders click here
For tracking USPS orders click here
Product Price Quantity Cost
Nissan part# 27298-7B000 - In-Cabin Microfilter - Filters outside air introduced by the air condi... $33.39 2 $66.78
Online Discount: $10.02
WA State Sales Tax: $0.00
Shipping: $7.95
Order Total: $64.71
After seeing nothing on the order tracking page and receiving no status report and no response to my email inquiries, I emailed nissanpartspeople on May 2 as indicated below:
Subject: Complaint
In that it has been one month since I ordered form you and have not only not received the merchandise but not even so much as a response to my inquiry. I must conclude your company to be engaged in deceptive advertising, to be a sham, to be incompetent or all of the above. Absent a response to this correspondence within 2 days, I will proceed to file complaints with the BBB, Washington State AG's office. And other consumer web sites. I will also warn others via newsgroup postings to refrain from ordering anything through your web site.
On May 2nd I received a message that Tom from Younker Nissan had called. I emailed nissanpartspeople for the number and I returned the call on May 3rd. I learned at that time that nissanpartspeople was the internet parts distribution arm of Younker. Tom, the parts manager for Younker told me the price was an error and should be more than double the quoted price. He asked how I would have responded if I had been contacted immediately regarding the error. I indicated it would have depended on the price increase. However, he apologized for the lack of response to the order and said the parts would be shipped at the quoted price on Monday, May 6th.
I emailed nissanpartspeople on May 14th as indicated below:
Hello Tim
I did talk with Tom on May 3rd and he assured me that the order would be shipped as when the second filter came in on May 6. I would expect that the shipment has occurred by now.
BTW. He did tell me about the error in price. If you had been more forthright and contacted me I am sure we could have worked things out. As it was I was ignored until I threatened consumer fraud complaints. At this point it has been six weeks since I ordered and I feel I am entitled to the product at the contractually agreed to price. I too am in a service-oriented business and live by the creed the customer is always right. I trust you and Younker Nissan do too. Please email confirmation of shipment.
Bill
I received the following response on May 15th:
Hi Bill,
Thanks for staying in touch. We spoke with Tom, your second filter came in today and they will be shipping to you today (5/15). They will be giving you the pricing that was originally on your order. Again, we apologize for all the confusion and miscommunication that occurred with this order. Thank you for your patience. We will update the tracking information as soon as we get it.
Sincerely Tim
www.nissanpartspeople.com customer service team
It is now June 5th. I have sent 2 more emails and that have been ignored. The last email follows:
It appears for whatever reason that you have no intention of filling the order I made on April 2nd, that was confirmed by Tom of Younker on May 3 and confirmed by Tim of nissanpartspeople.com via email on 5/15. It is indeed unfortunate you have now chosen to deal in bad faith. I will thus move foward with filing complaints against Younker and nissanpartspeople with the Seatle BBB, Washington A.G. S Office and F.T.C.
Bill
Cleveland, Ohio
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