[bue car]

They are too pricey anyways... only think I thnk they have to me worth value anymore is the rear diff brace b beatrush. i bet i could findit elsewhere...

 

[critict1gc]

I have never bought any thing from them because their prices always seam to be the highest of anyone.

 

[myhobbes25]

I won't be ordering from them either. This is a bunch of bs!

 

[2slo4u]

Order is cancelled and I am never going to buy anything from rally sport "direct" ever again

I :lol:ed

 

[x570x]

I do apologize for that.
I do apologize for that.
I do apologize for that.
I do apologize for that.
I do apologize for that.

Stop apologizing and fucking fix it.

I can't stand the way some places do business.

 

[sparta]

Interested in selling me the midpipe and just ordering a catback?

 

[JO5HUA]

maybe, I'm still looking at my options

 

[el_govna]

I don't buy from anywhere with bad customer service... that is why i don't buy from my job.... they suck and because one year was a leap year when something stopped working within the first year and I brought it back but the day before the anniversary of when I bought it and they wouldn't take it back because one year is 365 days :unamused: also they screw more people then the church

 

[RallySport Direct]

I just got pointed to this thread so let me catch up a bit.

We can completely understand your frustration here, as we are car guys just like our customers and want our parts fast.
But being that we are not the manufactures we have 0 control over many different aspects. TurboXS has been on a huge back order on those systems, we have had a open order with them for MONTHS! Its not that we just order parts as people order them from us, we are a full stocking dealer with a warehouse. So we placed our order with TurboXS before you even placed your order with us. They tell us a ETA, we update our site, then that date comes and goes and they tell us another ETA. As you can see that is 100% out of our control. We also email you when any ETA changes, so you were aware of any updates that we got from the manufacture as soon as we got a update. Its very unfortunate as we look like the bad guys in our customers eyes, but you also need to understand that we simply dont have the part to send. Its not like we dont want to sell you the part, as end of the day we need to sell parts to run a business and something we deal with ALL the time on these ETA changes. It frustrates us as we get put into the position of bad guys for "not shipping items", when in reality the manufactures are not able to get us the product when we place an order with them.

Now as for the return. We clearly state our return policy on our site, and have several reasons why we dont do returns after 30 days. We have by far the MOST relaxed return policy in the industry (look up some other vendors and you will see 10-15 days only, with up to 40% restocking fee!). We have no restocking fee, and as long as its within 30 days and is a 100% brand new product with new packaging we will take it back no questions asked. Reasons for returns past 30 days is many times manufactures make revisions to products, if we get a part back that is 9 months old and is a past revision there is nothing we can do about it. Another reason is that after certain time frame we cant refund the credit cards back, if we cant do that we cant give you the money(this is how banks run not us, so we have no control over this either). As for paying for return freight, we cant be loosing money on people choosing to change their mind about a part. If we made a mistake and sent a wrong part we will take care of it and all shipping charged. But if someone simply no longer wants the item we cant just start eating up freight charges left and right.

About just opening up a box and taking parts. Problem is that when we by this stuff, its not like we contact a manufacture as say "give us 1 muffler, 1 mid pipe, and xyz hardware", we buy stuff as part numbers. When we get something as a part number we cant split that part number up as then we have a item that is useless. Its simple as that, no magic, no tricks, just how we get the parts and how we must sell them. Imagine going to a dealership and telling them you want a #3 piston out of a car they have on a show room just because they dont have one on the shelf. Its the same concept here, we cant just start taking kits apart. And if we did split it, we would have no way of tracking these "leftover" partial part numbers and would create a simple nightmare for us or any business to try and manage these partial items.

Last but not least, you switched your order to another brand axle back...that was out of stock and now your stating that its our fault that its out of stock? Well our website lists specifically if a product is in stock or not in stock, if its in stock we ship it, if its not in stock then we cant ship it and list the ETA we expect the item based off what the manufacture tells us. So knowingly you switched to a out of stock item and are now complaining that its out of stock, does not seem to be very reasonable to me.

Im sorry if some of this sounds rude, but this stuff is all stated on our website when checking out and on our policies which you agree to when checking out. We dont hide anything, and are real people, real car guys, and actually care about our customers. This is why we are up-front and do the things that we do(such as list ETA's on out of stock items, email customers when ETA's change, list stock level on our site, dont charge re-stock fees, ect) To be fair to everyone and make sure everyone is taken care of. But we also ask that you work with us as well, on some things that are out of our hands. We gave you free shipping on your order, and got you the in stock part as fast as we possibly could get it to you. If we had the other item in stock, and it was not on a manufacturing back order we would have sent them to you already.

I wish this did not have to go down like this, as it could have been easily handled via PM. If you have any other questions please contact me directly at kirill.chernyavskiy@rallysportdirect.com or call me at 801-748-4910 ext 1006 and I would be glad to go over this with you 1 on 1.

Thanks
Kirill
RallySportDirect.com

 

[bue car]

I still think you should allow a return because you shipped him half an order in the first place, and by having a contract and selling parts for a supplier, you are taking the responsibility as well for their name. If they have back order issues across the board, you drop them as a supplier. They are obviously not up to the task.

I think in fairness, if the part is still new, you should accept it, and change you policy about shipping half orders if this is going to be an ongoing problem.

 

[elislider]

I just typed a bunch on my phone and accidentally deleted it.

You (RSD) are responsible for the sale. Doesn't matter if its been 5 days or 5 months, the sale hasn't been completed yet, and the seller has the right to cancel it

You are responsible for managing your company, your sales, and your product/vendor relationships. If you are having trouble with TurboXS, maybe you should stop selling TurboXS. Or, mark everything on order as "out of stock" until it actually comes in, so there's no question. You chose to believe the vendors ETA and provide that to the customer, meaning that is now your ETA. You could have just said its not in stock and not made any promises

 

[TSSedan]

I'd be pissed too.

There are vendors here who will actually take care of you, I'm sure you can get a setup from them.

 

[99GC8]

i agree with rally sport, and i think he covered their policies quite well in his post.

 

[RallySport Direct]

I was also directed to this thread, so I figured I would chime in as well as I was directly involved(remotely) with this. As Customer Service Manager I pride myself on our Customer Service and we are constantly striving to improve ourselves, and I do see this as an opportunity to learn and better ourselves as a company. Now with that said, we do have to stick to our policys, but we do take in every thing on a case by case basis, as we did on this one. Please see the remainder of the chat below:



you: cancel my order for the wrx axleback please
Kyle A.: One moment.
you: I'm not gonna wait half a year only to be told it's coming next week every other week
Kyle A.: Sorry has the midpipe been installed or is it still in the box?
you: I haven't touched it since it arrived
you: it sits there taunting me
you: next to all the other parts I have waiting to go on
Kyle A.: Alright sorry about that, we are able to take that midpipe back if you would like, I do apologize about my previous answer but we can take that back for you and that way you can order the full thing if you would like.
you: that would be perfect
Kyle A.: Give me one moment, I am going to creat an RMA form for you you should receive it in your email with the next hour or so which will allow you to have it returned to us.
you: well apparently I took it out of the bok and threw it away
you: so it's in the box with the downpipe to save space
you: I'll just change to the blitz if you can't take it back like that
Kyle A.: Unfortunately sense it has been opened we can't We do need the original packaging with the item.
you: please change my order to the blitz then Blitz NUR-R Axle Back Subaru Impreza / WRX / STI 2002-2007 at RallySportDirect.com
Kyle A.: Alright one moment.
Kyle A.: Alright Josh, I noticed that the cobb stuff was on discount, and I made a mistake and deleted the whole order by accident, but I can remake the order with the discounted cobb product, on there, to help out on pricing as well. I do apologize about deleting the whole order that was my mistake.
you: I can live with a discount
Kyle A.: Alright one moment, I will get everything re made and give you a total on it, sense I did delete the orignial order that money will be refunded to you for the first order.
Kyle A.: Okay your total will be $611.09 Pricing break down is the Cobb boost solenoid is 115.00 on sale for 103.50 and the proto tool is 24.99 and the blitz axle back is 482.60. That does include free shipping, I do have a card on file ending XXXX is it okay to charge that same card?
you: yes
Kyle A.: Okay everything went through perfectly for you, so we will get everything in stock and shipped out asap, as blitz is not going to take as long as turbo xs. I
you: thank god
Kyle A.: Again I do apologize about everything that has happened today.
you: I have thousands in parts that can't go on with the stock muffler so pretty frustrated
Kyle A.: I understand, TurboXs does have troubles with getting their products out on time. But if there is anything else we can do for you please let us know.
you: nope, thanks for taking care of it for me


We did agree to take back the midpipe as I felt it was unfair to the customer to be stuck with a mid-pipe and no axle back. He then informed us that he threw away the original box, in which case we are not able to take back the product as per the return policy. Reason for that is we do not want any customer to have to purchase a product that does not include 100% original packaging, with everything included in the box, just as the manufacturer sent it. It is unfortunate as we were happy to take that back to help Josh out, but we do have to draw the line somewhere. Now I do not blame him for doing this, as I have done the same thing on multiple occasions to save space, and have also been burned on it as well, so I do understand the frustration.

Josh, the one thing that gets me, is you create a thread like this and it really puts us in a bad light, which is fine if you truly feel you were mis-treated and I welcome any and all public feedback. But at the end of this chat above and when you spoke to me directly on live chat to cancel your blitz catback on 03/23/2013, you made no mention to how you were disappointed, or upset with the way we had handled this situation.

Rick C.: Thank you for contacting RallySport Direct. How can I help you today?
you: I want to cancel a backordered item
Rick C.: sure, what was the order number or the first and last name on the order?
you: Order #: SO-000XXXX
Rick C.: okay so you want to remove just the blitz exhaust and have us ship out the Cobb boost solenoid and the Proto holder correct?
you: that's exactly what I want
Rick C.: perfect one moment please
Rick C.: okay that will bring your new grand total to 138.75 with shipping included, and this will leave here for you on Monday
you: excellent thank you
Rick C.: you bet, and was there anything else I can help you with today?
you: nope, have a good day


Now, if there was another chat or conversation with a employee here where you expressed your frustration, I would like to know about it and would like to address it. However from what I can see from my end, you left feeling okay or at least did not express any concern so there was no way for me to know to reach out to you to help.

Please contact me directly if you have any questions or concerns, I would like to speak with you directly about this.
Kind regards,
Rick
Customer Service Manager
801.748.4910 EXT 1010

 

[elislider]

ah he did not say that he threw away the original box from the midpipe. that changes things.

 

[critict1gc]

Yeah there always 2 sides and business is business. You cant make everyone happy all the time. I will buy from RSD if I get a good deal on something, just as is the same with most companies.

 

[JO5HUA]

Yeah I didn't mention it when cancelling the blitz because I didn't want to hear another "I sincerely apologize for that" I don't want an apology I WANT A MUFFLER! How upset would you be if I agreed to pay for it on the 16th and you get an email saying I'll pay next month. Then next month you get another I'm sorry email that says I'll pay in two weeks, then two weeks later when you're expecting your money you get an email that says I can't pay for another 2 weeks. Deadline after deadline and every time I push it back seemingly an acceptable amount of time but when it all adds up over 3 months have gone by and you still have no money. A inbox full of apologies =/= happy customer

You may not know but I too work in customer service. There are certain things I can not do due to health and company regulations but I do whatever is necessary to satisfy each and every customer. If they want me to cut 2lbs off a rib roast I will happily do it, even if it means I have to throw away that 2lbs of meat. I do this because every successful business is built on customers. I will always take the loss a product before the loss of a customer

Edit: I am currently dealing with Turbo XS directly for a Forester specific muffler, throwing them under the bus also pissed me off. Take responsibility when mistakes are made, even if it's not your fault and offer a solution. I was tired of waiting and the only solution I got was to wait longer

BTW: Customers can return as much meat as they want for any reason even though we can't resell it

 

[99GC8]

how are they supposed to fix the problem for you if you don't tell them the problem?

 

[2slo4u]

Maybe he was just trying to maintain his calm and message them in a manner that wouldn't offend anyone and cause further setbacks. I can understand his aggravation and feel the customer's time wasted is much more valuable than the profit on that one item. Trying to GIVE someone money in exchange for their product and then being told over and over that its on the way or whatever is ridiculous. Some of us try to purchase products from vendors in the US, NOT because we have to but because we are trying to keep some jobs in the US. Hell, many of the products aren't even manufactured here. Frankly, we can purchase many of these products online (somtimes for way less) from vendors in other countries but we choose to try and support our local vendors.

This situation reminds me of my encounter with a vendor (can't remember which at the moment) that had me waiting for my ej20k oem headgaskets for what seemed like an eternity, and kept telling me week after week it would take longer... It was explained how they were "so busy" this and "rally season" that. I finally had to cancel and just emailed a member in Japan who drove to his local Subaru dealer, picked them up, then sent them directly to me. Had them in a matter of days.

 

[JO5HUA]

The products don't make you money, customers make you money. I don't expect special treatment or anything I just wanted to make people aware of my experience in case they have the same extremely high standards that I do. Perhaps it will help other impossible-to-please people make an informed decision when back ordering items