So I ordered some parts from http://www.acuraautomotiveparts.org and needless to say they suck. I ordered two day shipping on Tues., Dec. 27th at 2:49 PM (Arizona time). So they took two days to process my order, and finally shipped it on Friday! So I paid for two day shipping for nothing basically. And now they are refusing to credit me the shipping charges.

Has anyone else had problems with AcuraAutomotiveParts.org? I should have contacted Len, but I was lazy and used these morons instead. At least if they had let me know that it would take 48 hours to even process my order I might have just used Len or my local parts dealer. But ****, now I am paying the same price I would at a local dealer for the part, and I get the part at the same time.

Talk about horrible customer service

 

That sucks, I always use Delray at http://www.acuraoemparts.com ... Maybe you got the shaft due to people (the internet sales guy) being out of the office on Christmas vacation.

Here's an example of the customer service at Delray. Pretty good.

Part ($36 A/C line) ordered on 8/6/2005 (Friday), 2 day air.

Monday:
<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by Delray Sales &raquo;</TD></TR><TR><TD CLASS="quote">Sir,

The part you requested must come from our warehouse. It is expected to arrive on 8/10.

The part will be shipped via <U>next day then at no additional cost </U>for arrival on 8/11.

You will be forwarded a tracking number on 8/10.

Thank you for the order.</TD></TR></TABLE>
Tuesday:
<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by Delray Sales &raquo;</TD></TR><TR><TD CLASS="quote">Sir,

Your order is shipping today 8/10 via UPS next day air service for delivery on 8/11.

The tracking number is N7222377401.

Thank you for your order.</TD></TR></TABLE>


p.s. I haven't bought parts from Len, because I generally don't like talking with people. And I usually am ordering piddly **** like 6 oil dipsticks or a random hose.

 

Another vouch for Delray.

 

Yeah I've had a problem with them and their shipping as well, paid for 2 day as well and they screwed it up as well.

Len, or Acuraparts247.com

 

With most of my online purchases, I usually call up upon completion of checkout in order to verify with the merchant that the order was received and the stated terms and parts are available.

Your problem sounds like a lag due to the holidays.

You learn from experience. Call up Baranco Acura next time

 

Glad to see people posting up legitimate sources for parts. I think this should be done more often. It helps to reduce the demand for stolen parts.

 

Never delt with them..
But for my parts needs just look at my Sig.

 

I'm sorry to hear about the poor customer service.

There could have been alot of issues with the holiday.

If you would've given me a call I could tell you exactly when you would get it.

For all of you guys that have been ordering from the online sites, I will have the same system up for you in a matter of weeks. I finally got it approved.

But when it comes to customer service, nothing beats calling and talking to someone.

I hope that if any of you ever have any customer service related issues with us, please let me know. We strive for 100% satisfaction, then I add the extra 10%.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by crr &raquo;</TD></TR><TR><TD CLASS="quote">Glad to see people posting up legitimate sources for parts. I think this should be done more often.</TD></TR></TABLE>

That's nothing new. There is a topic in this forum that has links to ALL these sources (and others) for OEM parts. You can find a link to that topic in the FAQ topic that's stickied at the top of this forum. Just do a find on the word "parts" on the first page. The second occurrence has the link.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by onyx00 &raquo;</TD></TR><TR><TD CLASS="quote">So I ordered some parts from http://www.acuraautomotiveparts.org and needless to say they suck. I ordered two day shipping on Tues., Dec. 27th at 2:49 PM (Arizona time). So they took two days to process my order, and finally shipped it on Friday! So I paid for two day shipping for nothing basically. And now they are refusing to credit me the shipping charges.

Has anyone else had problems with AcuraAutomotiveParts.org? I should have contacted Len, but I was lazy and used these morons instead. At least if they had let me know that it would take 48 hours to even process my order I might have just used Len or my local parts dealer. But ****, now I am paying the same price I would at a local dealer for the part, and I get the part at the same time.

Talk about horrible customer service </TD></TR></TABLE>

you sure they had it in stock? not every dealer/online store type thing stocks every single part in the catalog.. it's a big catalog, and especially with ITR parts, they aren't ordered all that frequently.. they often have to wait for it to arrive from one of the warehouses and THEN 2-day it to you.. even Len, who has just about the best customer service I've ever seen, is subject to this..

not trying to defend this particular retailer, as I have no experience with them, but just adding something to consider.. what did they say the problem was when you spoke to them?

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by mstewar &raquo;</TD></TR><TR><TD CLASS="quote">not every dealer/online store type thing stocks every single part in the catalog..</TD></TR></TABLE>

Every website I know that sells stock North American parts is a Honda or Acura dealership.

acuraautomotiveparts.org = Acura Carland, a dealer in the Atlanta area

acuraoemparts.com = Delray Acura, a dealer in Florida

acuraparts247.com = Sunnyside Acura, a dealer in New Hampshire (I think they own a second dealership in Ohio)

 

Thanks for the input and suggestions guys. I guess part of my point in posting my experience was for others information. In a sense a way for people to get some input on one of the online Acura parts dealers.

I am trying to resolve things with these guys right now. UPS says the item is out for delivery; HOWEVER, the tracking information says the following. NOTE: Look at the time it says "Out for delivery". Something is definately not right with UPS. I am guessing lost package at this point.



So most likely I will need to call up AMEX and get them to investigate and do a refund for me; unless Carland Acura decides to cooperate on this one...

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by nsxtasy &raquo;</TD></TR><TR><TD CLASS="quote">

Every website I know that sells stock North American parts is a Honda or Acura dealership.
</TD></TR></TABLE>

I am well aware of that.. but most dealerships do not keep every part in the Honda or Acura parts catalog on their shelves at all times - especially for parts specific to cars like the ITR.. it can take 2-4 days to get them from one of the major warehouses/distribution hubs depending on what day it is, who has it, and when the order actually goes through.. THAT was my point.. that this delay could easily be a result of them not physically having the parts he wants on their shelves.. they all list all parts on their online catalogs, but that doesn't mean they have them..

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by mstewar &raquo;</TD></TR><TR><TD CLASS="quote">I am well aware of that.. but most dealerships do not keep every part in the Honda or Acura parts catalog on their shelves at all times - especially for parts specific to cars like the ITR.. it can take 2-4 days to get them from one of the major warehouses/distribution hubs depending on what day it is, who has it, and when the order actually goes through.. THAT was my point.. that this delay could easily be a result of them not physically having the parts he wants on their shelves.. they all list all parts on their online catalogs, but that doesn't mean they have them..</TD></TR></TABLE>

Does Carland specifically state a disclaimer on part availability? If not, they really should look into that. We typically promise an order to be processed within three days, however like you specifically mentioned, there are times when we do have an issue with getting the part. So what do we do? Well if this was my order, I would've refunded the shipping for the part. We KNOW when parts will arrive and in this instance the customer was expecting the part within that same week. Now you should still always talk to someone just to make sure the parts will be available.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by len &raquo;</TD></TR><TR><TD CLASS="quote">

Does Carland specifically state a disclaimer on part availability? If not, they really should look into that. We typically promise an order to be processed within three days, however like you specifically mentioned, there are times when we do have an issue with getting the part. So what do we do? Well if this was my order, I would've refunded the shipping for the part. We KNOW when parts will arrive and in this instance the customer was expecting the part within that same week. Now you should still always talk to someone just to make sure the parts will be available. </TD></TR></TABLE>

that, len, is but one reason why I said you guys have some of the best customer service I have ever seen..

carland makes no such disclaimer, that I have heard of or could find.. but you're right, they probably should..

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by onyx00 &raquo;</TD></TR><TR><TD CLASS="quote">NOTE: Look at the time it says "Out for delivery". Something is definately not right with UPS. I am guessing lost package at this point.</TD></TR></TABLE>

Call UPS first. Their customer service department is very helpful, in my experience.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by Splat &raquo;</TD></TR><TR><TD CLASS="quote">Call UPS first. Their customer service department is very helpful, in my experience.</TD></TR></TABLE>

That might work, might not. Keep in mind that UPS's responsibility is to deliver the package, in good condition, within the stated time frame. They are not responsible for any delays before the shipper turned it over to them.

If the package is lost, it's insured (up to a value of $100 is part of their normal service, more if optional insurance was purchased) and UPS should refund the value, including shipping charges. Don't ask me whether the refund goes to the shipper or the recipient.

If the package is delivered later than the stated time frame (e.g. two business days for two-day service), then UPS should refund the shipping charges only. However, a package that UPS accepted for delivery on Thursday, December 29, would normally be delivered two business days later, which would be today (Tuesday).

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by mstewar &raquo;</TD></TR><TR><TD CLASS="quote">I am well aware of that..</TD></TR></TABLE>

My point was only to note that almost all OEM part websites are associated with actual, "bricks and mortar" dealerships. It is a separate point from yours, and does not take issue with it (other than the possible impression from your post that online parts sources may not be dealerships). Your point, regarding the time it takes for dealerships to secure parts not in stock before shipping them, is certainly valid and IMHO is the likely source of the delay in processing Chris's order.

Whether the dealership is responsible for notifying customers of whether a part is in stock when ordering, particularly when the order is urgent enough to pay extra for expedited shipping, is a separate issue, and also a valid one for discussion...

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by nsxtasy &raquo;</TD></TR><TR><TD CLASS="quote">

My point was only to note that almost all OEM part websites are associated with actual, "bricks and mortar" dealerships. It is a separate point from yours, and does not take issue with it (other than the possible impression from your post that online parts sources may not be dealerships). Your point, regarding the time it takes for dealerships to secure parts not in stock before shipping them, is certainly valid and IMHO is the likely source of the delay in processing Chris's order.

Whether the dealership is responsible for notifying customers of whether a part is in stock when ordering, particularly when the order is urgent enough to pay extra for expedited shipping, is a separate issue, and also a valid one for discussion...
</TD></TR></TABLE>

I also knew that.. hence the "dealers/online store" and not "dealers or online stores"..

but yeah.. not specifically saying that there could be delays while waiting on parts anywhere on their site does open them up to trouble..

onyx00, if they keep giving you too much trouble, you could always file a complaint with the BBB even though you don't live in that city.. and car dealers ALWAYS want to address those complaints..

 

Before you start considering "last resort" steps such as the Better Business Bureau, your credit card company, lawsuits, etc., ... Did the parts show up today? If so, you really don't have a lot to complain about, since they were shipped second day, and they indeed arrived second day (second business day after they were picked up). Your only legitimate complaint is that they didn't tell you it might take them a couple of days to get the parts in stock, which is only a communication/courtesy/customer service issue (and IMHO a minor one at that, hardly justifying your complaints of "horrible customer service", let alone contacting those other companies - again, just IMHO).

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by nsxtasy &raquo;</TD></TR><TR><TD CLASS="quote">Before you start considering "last resort" steps such as the Better Business Bureau, your credit card company, lawsuits, etc., ... Did the parts show up today? If so, you really don't have a lot to complain about, since they were shipped second day, and they indeed arrived second day (second business day after they were picked up). Your only legitimate complaint is that they didn't tell you it might take them a couple of days to get the parts in stock, which is only a communication/courtesy/customer service issue (and IMHO a minor one at that, hardly justifying your complaints of "horrible customer service", let alone contacting those other companies - again, just IMHO).
</TD></TR></TABLE>

First off all, yes, the part did arrive, I installed it after work today and it worked great. No problems with the part itself.

My main issue with things are the delay in shipping the part. Amazon for example tells you how long you should expect to wait for your item to ship. Carland Acura makes no such statement about processing time. Not to mention they charge a $4.95 handling fee...maybe that is the charge for them sitting on their @$$ for 48 hours before the item ships.

Regarding the shipping delay, well, it would have been nice for Acura Carland to mention the following UPS Holiday shipping schedule:

http://www.ups.com/holiday/

Not that I want completely trashed UPS drivers trying to make deliveries Jan. 2nd, but I wouldn't have expected them to be almost completely shut down.

All in all my evaluation of Acura Carland (http://acuraautomotiveparts.org):

I suggest people go to one of the other suppliers mentioned in this thread. Communication is key, something which Acura Carland has not figured out.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by onyx00 &raquo;</TD></TR><TR><TD CLASS="quote">Regarding the shipping delay, well, it would have been nice for Acura Carland to mention the following UPS Holiday shipping schedule:

http://www.ups.com/holiday/</TD></TR></TABLE>

Sure, it would have been nice. OTOH, common sense would have told you the same thing, without having to look it up anywhere. Were you totally unaware that this was a holiday weekend?

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by onyx00 &raquo;</TD></TR><TR><TD CLASS="quote">Not that I want completely trashed UPS drivers trying to make deliveries Jan. 2nd, but I wouldn't have expected them to be almost completely shut down.</TD></TR></TABLE>

Yesterday was a legal holiday, which means that government offices, financial institutions, etc were all closed. Furthermore, most private businesses were closed for the holiday as well. New Year's Day, which was celebrated on Monday this year, is a holiday just like Memorial Day or Independence Day or Labor Day; most offices are closed, although retail businesses like stores, gas stations, and restaurants are open. Don't you expect UPS to be almost completely shut down on Memorial Day or Independence Day or Labor Day? You should. And New Year's Day is no different. It's a holiday. Most businesses are closed for the day, and so is UPS. And anyone with common sense is aware of this, and takes it into account in setting expectations for deliveries, etc.

Sorry to say, Chris, but it sounds to me like your expectations for customer service (particularly from UPS, but also from Acura Carland) are ludicrously high - like you think it's okay to throw a tantrum any time you don't get your way, whether it's fair or not (like it's an imposition on your life when the rest of the world gets to celebrate a holiday). Sorry, Chris, but that's the way you sound... to me, anyway.

So UPS delivered your package within two business days, just like it would be reasonable to expect of them. And I don't even think Acura Carland did anything wrong! Most internet and mail-order businesses ship things within a few days, and that's what people expect. Sure, there are a few that go out of their way to notify customers of delays and when things ship, and kudos for those that do, but that is more often the exception than the norm. You ordered a part, it sounds like you didn't bother asking whether it was in stock or when it would ship (which would have been a reasonable thing to do if you were in a hurry), they shipped it a couple days later, and UPS delivered it within the time frame promised, two business days. All business as usual, no big deal and nothing to justify your reaction of outrage, IMHO. Sheesh.

Furthermore, if you really needed the part quickly, why didn't you just order it from a local dealer? You wouldn't have had to worry about shipping time at all, and you would have had the part before the holiday weekend began.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by nsxtasy &raquo;</TD></TR><TR><TD CLASS="quote">That might work, might not. Keep in mind that UPS's responsibility is to deliver the package, in good condition, within the stated time frame. They are not responsible for any delays before the shipper turned it over to them.</TD></TR></TABLE>

"Out for delivery" was shown on the tracking info onyx posted. Therefore, UPS would have been the appropriate resource to contact at that time. "Out for delivery" means the package is on a UPS truck somewhere, not delivered, nor in the distribution center.

I have had at least one instance where I worked from home while expecting a UPS delivery (signature required). I heard the truck coming, and watched him drive right by the house. I called UPS customer service, and the package was brought back out by the driver later that afternoon. No reason was given for the original non-delivery, but I knew it was likely still on the truck because of the tracking info.

 

i would only use acuraautoparts if len wasnt around.

they freaking suck the big nut. ordered a shift **** from them, and it came in a box, no packaging, etc...so right off it need a good cleaning...etc. took them a week to ship out.

called them up, telling them about the packaging, and they pretty much gave me the attitude, "well you got your part, didnt you?"

to the idiots running acuraautoparts.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by nsxtasy &raquo;</TD></TR><TR><TD CLASS="quote">So UPS delivered your package within two business days, just like it would be reasonable to expect of them. And I don't even think Acura Carland did anything wrong! Most internet and mail-order businesses ship things within a few days, and that's what people expect. Sure, there are a few that go out of their way to notify customers of delays and when things ship, and kudos for those that do, but that is more often the exception than the norm.</TD></TR></TABLE>

It is common business practice for all internet based commerce to have a FAQ section up that clearly describes typical time of shipment. Again this is a courtesy.

However if you choose not to excercise this action, then legally you are fully responsible for any assumptions you make of the customer. This is why disclaimers are so important.

In plain clothes and not at work, I believe this is a valid customer complaint that Carland needs to fix.