We recently navigated their somewhat confusing website, looking for a hydraulic pump for a riding mower. We found what we thought was the part we needed based on the parts number.
After receiving the part, we discovered it was for the left wheel not the right. We called Pat's to discuss the exchange and were told that the website was wrong and we ordered the wrong part. They would need to
order the correct part and ship it to us, all of which would take approximately 3 weeks and we would have to pay a 10% restocking fee plus shipping ($60). We need the machine before then but were told that if we did not order the correct part from them it would be a 20% restocking fee instead of 10%. When asked if that was fair since they did not have the part and it would take so long to come in, the man on the phone immediately got an attitude, essentially saying it was our fault for ordering the wrong part and they were not going to "take money out of my pocket" to pay for our mistake. We asked to speak to his manager and we were put on hold. After holding for some time, we hung up and called back and asked to speak to the manager. The "Manager" had the same attitude and offered no help or good explanation.
We order parts online on a regular basis and generally receive excellent customer service. Obviously Pat needs to take some lessons from his competition (J. Thomas). Please learn from our mistake and do not do business with Pat's Small Engine Plus
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