I ordered some parts for my car on April 23rd on the phone after finding what I thought was just what I needed on their website. Their prices were ok, but what I liked was that it promised that the parts were in stock. There was not a word spoken my the sales person (David Jansen) that any of the parts were not available or on backorder.
I received part of my order on May 2nd (8 days later - VERY slow shipping) with a note on the packing list that a BIG piece was on backorder. The part was $450! I called the next day and asked what the problem was with the back order and when I could expect it. The Help Desk guy said it would be in within a couple of days and I should have it in a week or so. I waited. A week later I called again and again and again only to find that I could never get through on their phones. Someone would pickup and then hang up immediately.
This went on for a day so I decided to send an email asking about my order. This was followed by at least one email and one attempt at a phone call every single day until the 15th. I finally got through when George (again) told me that they weren't getting any shipments from the Manufacturer. He said I (yea me, the custoemer!) should call the manufactuer and complain that they were not being shipped parts.
I called and found out that the order for my part had not been ordereed until several days later and that RPM Outlet had received several shipments during the month and that they would be getting more of this part in a couple of days. I called RPM Outlet back again and after several calls with the hangup problem I finally got through again and George promised me that they would ship me the parts immedately. I called every day that week and still could not get through. I sent email after email and no one ever responded to me with any information on the order.
On the 21st I called again and George SWORE to me that he was going to have his buyer call the manufacturer and get them to drop ship the order to me direcly that day. I said fine and asked him to call me with shipping information. George never called me and I spent the next two days trying AGAIN to get through to them. Today, Friday the 25th a full MONTH after I ordered the parts I am still trying to get an answer from these people.
I called this morning and was told that the help desk people do not arrive until 9:30 and they apparently take long lunches and leave at 4 most days. Fine. I called at 9:30 only to be sent to voice mail that was full - I was unable to leave a message. I called back again and begged to speak to anyone that could help - they sent me to voice mail again and again. I tried all day long to call them and not once was I able to speak to anyone or get a call back. I have sent at least 25 emails today asking where my order is and what is going on and not one person there has had the common decency to call me or send me any information.
As a last resort I called the manufacturer again and found out that RPM Outlet did indeed call them to inquire about a drop shipment last night - they then cancelled the order with the Mfr saying that they had it in stock and would just take care of it from there. This - is what the mfr told me. I still have yet to speak to anyone at RPM Outlet, not one person there has given me any information and they won't call me or email me despite what has to be at least 50 attempts to contact them.
I am out $450 for this part and I had hoped to have this in plenty of time to install the parts over the holiday weekend. Now... I have nothing and will still need to dance with theese people. One last note from the mfr... They said that they get complaints all the time that RPM Outlet is hard to deal with and that their customers are constantly calling to find out the status of orders since RPM won't give them any satisfaction or information.
My suggestion... Find somewhere else to buy your auto parts online. This place is a joke and they have the worst service that you can imagine. I just hope that I get my parts someday and that I don't have to return anything. I can not imagine what it would be like to try and get a return from these morons on a defective part. Everyone I spoke to there was a liar that would do the least amount of work possible just to get me off the phone. For this kind of money NO ONE should have to put up with this.
Maybe they just don't like dealing with women. Who knows, but I have never been treated like this by any other company. Bad attitudes on the phone (go away, you are bothering me), bad service (no response or no access) and just outright lying to me just to get me to go away.
Stay away from this place they are jerks!
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