I know we've all had our own stories of failed customer service but this latest one from Summit Racing has me really disappointed and rather steamed. They honestly just don't seem to care and I'm at the point where I'm just waiting to hear back from my last email to decide if I'm just going to back away and give my money to another retailer. One who will show appreciation for it.
On Aug 16 I placed and order for a few items, EBC brake pads included. When I went through checkout I was presented with a message that they were on back order but were expected in on Aug 18. Seeing as it would only be a few days and I did not NEED the pads, but instead was adding them to an order I was already placing I didn't mind too much. I'm patient and understand these things.
On Aug 21 I check and now they are showing an expected arrival date of Sept 7. Ok. Still not a big deal. On Sept 7 I check in and now it shows Sept 10. I wait until Sept 10 and see they are now expected on Sept 17. On Sept 16 I check FULLY expecting yet another delay and sure enough it now shows an expected date of Sept 18. I check on Sept 18 and it shows an expected date of Sept 24.
I send them an email asking what is going on and for an explanation as to why there has been ZERO feedback from them and why I have to reach out to them. They send me a simple (almost form looking) response back saying "sorry but the manufacturer had to make a new batch and we're waiting on them" but no real indication they care or are interested in doing anything to resolve the situation. Basically a "sit down and shut up" response.
I checked again yesterday (Sept 27) and it STILL showed an expected arrival date of Sept 24. This is it. So I send them off another email asking straight up when I'm going to get my order and why they haven't bothered to keep me informed or do ANYTHING to show me that the care about keeping a customer.
I work in customer service and know it costs WAY less to keep a customer than it does to get a new one. If I don't get a satisfactory response by the end of day tomorrow I will be cancelling the whole order, deleting my Summit Account and taking my business to another retailer who can show that they want my business and NOT just my money.
With the AMAZING service K&N showed me with a replacement filter arriving on my doorstep 23.5 hours after I emailed them asking about a possible problem, they PROVED they cared and I will stay with K&N for good. They showed me that I actually matter. Summit however...not so much.
The odd part is I have never had this sort of problem with Summit before. They've always been good which is why I have been so patient and given them another chance to correct the issue. Part of what REALLY bothers me is that at no point (especially after I first contacted them) did they contact me to say "Hey, we're sorry for the delay but the part you've ordered is still on backorder. But we do have "this" part in stock which is equivalent or better and we can ship it out right away at no extra cost if you'd prefer".
THAT is how you take care of a customer. You don't just leave them hanging for 42 DAYS!!!!!! That's how long it's been. 6 FULL weeks!!!! Shameful "service" if you ask me.
Has anyone else had to put up with this sort of nonsense from Summit? Did they recently get taken over by an overseas investor? I'm just shaking my head trying to come up with a justifiable excuse for this.
On Aug 16 I placed and order for a few items, EBC brake pads included. When I went through checkout I was presented with a message that they were on back order but were expected in on Aug 18. Seeing as it would only be a few days and I did not NEED the pads, but instead was adding them to an order I was already placing I didn't mind too much. I'm patient and understand these things.
On Aug 21 I check and now they are showing an expected arrival date of Sept 7. Ok. Still not a big deal. On Sept 7 I check in and now it shows Sept 10. I wait until Sept 10 and see they are now expected on Sept 17. On Sept 16 I check FULLY expecting yet another delay and sure enough it now shows an expected date of Sept 18. I check on Sept 18 and it shows an expected date of Sept 24.
I send them an email asking what is going on and for an explanation as to why there has been ZERO feedback from them and why I have to reach out to them. They send me a simple (almost form looking) response back saying "sorry but the manufacturer had to make a new batch and we're waiting on them" but no real indication they care or are interested in doing anything to resolve the situation. Basically a "sit down and shut up" response.
I checked again yesterday (Sept 27) and it STILL showed an expected arrival date of Sept 24. This is it. So I send them off another email asking straight up when I'm going to get my order and why they haven't bothered to keep me informed or do ANYTHING to show me that the care about keeping a customer.
I work in customer service and know it costs WAY less to keep a customer than it does to get a new one. If I don't get a satisfactory response by the end of day tomorrow I will be cancelling the whole order, deleting my Summit Account and taking my business to another retailer who can show that they want my business and NOT just my money.
With the AMAZING service K&N showed me with a replacement filter arriving on my doorstep 23.5 hours after I emailed them asking about a possible problem, they PROVED they cared and I will stay with K&N for good. They showed me that I actually matter. Summit however...not so much.
The odd part is I have never had this sort of problem with Summit before. They've always been good which is why I have been so patient and given them another chance to correct the issue. Part of what REALLY bothers me is that at no point (especially after I first contacted them) did they contact me to say "Hey, we're sorry for the delay but the part you've ordered is still on backorder. But we do have "this" part in stock which is equivalent or better and we can ship it out right away at no extra cost if you'd prefer".
THAT is how you take care of a customer. You don't just leave them hanging for 42 DAYS!!!!!! That's how long it's been. 6 FULL weeks!!!! Shameful "service" if you ask me.
Has anyone else had to put up with this sort of nonsense from Summit? Did they recently get taken over by an overseas investor? I'm just shaking my head trying to come up with a justifiable excuse for this.