My bad experience from BMWPartSupply.com

rking117 · 06-27-2013, 01:04 PM

I ordered some parts back on June 13th at around 2 in the afternoon. Some simple parts really, all totalling around 120.00 total shipped. Later that day at around 8pm i got a notfication from a Tamra Balardeta the parts advisor there that if I were interested and since the parts were going to take 2 to 3 weeks to be delvered if I wanted I could pay 10% more and get them in 7 - 10 days. Interesting, Yes i told her. I would be willing to pay the extra 10% (~$12.00 ). Well, today is day 14. I contacted the company and asked them to refund the extra 10% since they didnt live up to that agreement. Well, i just got a response from them which reads:

"Hello,

I aplogize for the longer than expected delivery time. One of your parts was delayed, possibly due to a hold up in customs or other various reasons. The usual time for a part to reach us on a rush order is 7-10 days which the parts have arrived today and will ship. The 7-10 days does not include the shipping time via UPS from our location to yours. We are packing your parts now and they will ship out today, you will also receive an email confirmation that includes your UPS tracking number. Thank you for your patience and my apoligies for the delay. Unfortunately a refund for the 10% charge cannot be applied to these already highly discounted OEM parts.

Kind Regards,

Tamra Balardeta
Parts Advisor
BMWpartsupply.com"

Sigh, well what should I do and ask for? First is for me to ask for my bimmer-friends advice.

jparnes1 · 06-27-2013, 01:09 PM

She didn't say they would get them in 7-10 days. She said you would get them in 7-10 days. I think they didn't live up to they're agreement.

rking117 · 06-27-2013, 01:25 PM

Quote:

Originally Posted by jparnes1

She didn't say they would get them in 7-10 days. She said you would get them in 7-10 days. I think they didn't live up to they're agreement.

Correct.

CedarZ4 · 06-27-2013, 01:25 PM

Credit Card Dispute? While it is only $12, it's a matter of principle here and frankly would bother me so much that I would probably cancel my order and ask for a refund, if not, then do a CC dispute.

Maybe tell Tamra that you would like a return/refund on everything, and if she says no, then threaten CC dispute? If she still says no, then go ahead and do it. Unless you are really in a hurry to get the items... you could always re-order

rking117 · 06-27-2013, 01:29 PM

the interesting part is on my order, i just got a shippng notice that said it has shipped via UPS. when I looked it up at UPS.com they said they havent received the item yet or that is what it eludes to anyway. So that means they had the item in their stock and decided to ship it out to avoid any further issues. I feel lied to.

CedarZ4 · 06-27-2013, 01:33 PM

Not necessarily. When it says that it "shipped" it just means they created a shipping label. Doesn't mean they actually shipped it/gave it to UPS's hand. They could be out of stock, but to prevent you from trying to fight it further, just labeled it as Shipped/printed the shipping label, but they are actually waiting for stock until they actually pack it up then actually ship it.

rking117 · 06-27-2013, 01:42 PM

Quote:

Originally Posted by CedarZ4

Not necessarily. When it says that it "shipped" it just means they created a shipping label. Doesn't mean they actually shipped it/gave it to UPS's hand. They could be out of stock, but to prevent you from trying to fight it further, just labeled it as Shipped/printed the shipping label, but they are actually waiting for stock until they actually pack it up then actually ship it.

AHHHHH GEEEZE i feel abused now

rking117 · 06-27-2013, 01:58 PM

well i just spoke to my credit card co. and I am covered. If the company wont refund the amount they charged for the service they didnt deliver on then they will refund the amount charged for that extra service. It s stupid that it has to come to this.

fisherman · 06-27-2013, 02:47 PM

As a former executive in Customer Service who is used to dealing with problem resolutions, I would advise calling this office and asking to speak with the manager, not the advisor who is blowing you off. Explain that you paid extra for the specific promise of getting the shipment in 7- 10 days, and that you can appreciate that delays can sometimes happen, but you should not have to pay extra for this unforeseen delay.
If you are firm, and use logic in your appeal, I'd be willing to bet that they will reimburse you. Do not scream and yell, as that very rarely gets you anywhere except the person on the other end hanging up. The vast majority of managers appreciate dealing with someone who is professional, and if you have logic on your side, you are almost always successful.
Keep us posted....

BMWZ4 · 06-27-2013, 03:06 PM

Just tell them to keep their $12 and that you'll let everyone on the forum here, know about their service, or lack of.
Dave

rking117 · 06-27-2013, 03:21 PM

great info guys. i feel better now that have vented. I think i will have to mull this over a bit for the next steps. Will keep u posted

06-27-2013, 01:04 PM	#1
rking117 Lieutenant Colonel 118 Rep 1,668 Posts Drives: Z4 3.0i & 320i Join Date: Aug 2012 Location: USA iTrader: (0)	My bad experience from BMWPartSupply.com I ordered some parts back on June 13th at around 2 in the afternoon. Some simple parts really, all totalling around 120.00 total shipped. Later that day at around 8pm i got a notfication from a Tamra Balardeta the parts advisor there that if I were interested and since the parts were going to take 2 to 3 weeks to be delvered if I wanted I could pay 10% more and get them in 7 - 10 days. Interesting, Yes i told her. I would be willing to pay the extra 10% (~$12.00 ). Well, today is day 14. I contacted the company and asked them to refund the extra 10% since they didnt live up to that agreement. Well, i just got a response from them which reads: "Hello, I aplogize for the longer than expected delivery time. One of your parts was delayed, possibly due to a hold up in customs or other various reasons. The usual time for a part to reach us on a rush order is 7-10 days which the parts have arrived today and will ship. The 7-10 days does not include the shipping time via UPS from our location to yours. We are packing your parts now and they will ship out today, you will also receive an email confirmation that includes your UPS tracking number. Thank you for your patience and my apoligies for the delay. Unfortunately a refund for the 10% charge cannot be applied to these already highly discounted OEM parts. Kind Regards, Tamra Balardeta Parts Advisor BMWpartsupply.com" Sigh, well what should I do and ask for? First is for me to ask for my bimmer-friends advice. __________________ Enjoying an E89 Z4, F30 320i and Fiat Abarth // E85 Z4 (sold), E82 128i (sold), Fiat Pop 500 (sold)
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06-27-2013, 01:09 PM	#2
jparnes1 Colonel 241 Rep 2,387 Posts Drives: 2016 340i, 2012 Z4 35i Join Date: Jan 2010 Location: NY iTrader: (1)	She didn't say they would get them in 7-10 days. She said you would get them in 7-10 days. I think they didn't live up to they're agreement. __________________ 2016 340i XDrive, EBII/black, 6 MT, M Sport, Track Handling, Cold Weather, Tech, Lighting, Driver Assistance Plus. 2012 Z4 35i, ED 2/24/2012, Melbourne Red Metallic, Black Leather, Carbon Trim, 6MT, M Sport, CW, PP, PS, NAV, CA.
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06-27-2013, 01:25 PM	#4
CedarZ4 Captain 63 Rep 715 Posts Drives: G05 M50i, Tesla M3P Join Date: Jan 2013 Location: SoFL iTrader: (2)	Credit Card Dispute? While it is only $12, it's a matter of principle here and frankly would bother me so much that I would probably cancel my order and ask for a refund, if not, then do a CC dispute. Maybe tell Tamra that you would like a return/refund on everything, and if she says no, then threaten CC dispute? If she still says no, then go ahead and do it. Unless you are really in a hurry to get the items... you could always re-order
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06-27-2013, 01:29 PM	#5
rking117 Lieutenant Colonel 118 Rep 1,668 Posts Drives: Z4 3.0i & 320i Join Date: Aug 2012 Location: USA iTrader: (0)	the interesting part is on my order, i just got a shippng notice that said it has shipped via UPS. when I looked it up at UPS.com they said they havent received the item yet or that is what it eludes to anyway. So that means they had the item in their stock and decided to ship it out to avoid any further issues. I feel lied to. __________________ Enjoying an E89 Z4, F30 320i and Fiat Abarth // E85 Z4 (sold), E82 128i (sold), Fiat Pop 500 (sold)
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06-27-2013, 01:33 PM	#6
CedarZ4 Captain 63 Rep 715 Posts Drives: G05 M50i, Tesla M3P Join Date: Jan 2013 Location: SoFL iTrader: (2)	Not necessarily. When it says that it "shipped" it just means they created a shipping label. Doesn't mean they actually shipped it/gave it to UPS's hand. They could be out of stock, but to prevent you from trying to fight it further, just labeled it as Shipped/printed the shipping label, but they are actually waiting for stock until they actually pack it up then actually ship it.
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06-27-2013, 01:58 PM	#8
rking117 Lieutenant Colonel 118 Rep 1,668 Posts Drives: Z4 3.0i & 320i Join Date: Aug 2012 Location: USA iTrader: (0)	well i just spoke to my credit card co. and I am covered. If the company wont refund the amount they charged for the service they didnt deliver on then they will refund the amount charged for that extra service. It s stupid that it has to come to this. __________________ Enjoying an E89 Z4, F30 320i and Fiat Abarth // E85 Z4 (sold), E82 128i (sold), Fiat Pop 500 (sold)
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06-27-2013, 02:47 PM	#9
fisherman Private 2 Rep 92 Posts Drives: 2011 sDrive 30i Join Date: Jul 2010 Location: RI iTrader: (0)	As a former executive in Customer Service who is used to dealing with problem resolutions, I would advise calling this office and asking to speak with the manager, not the advisor who is blowing you off. Explain that you paid extra for the specific promise of getting the shipment in 7- 10 days, and that you can appreciate that delays can sometimes happen, but you should not have to pay extra for this unforeseen delay. If you are firm, and use logic in your appeal, I'd be willing to bet that they will reimburse you. Do not scream and yell, as that very rarely gets you anywhere except the person on the other end hanging up. The vast majority of managers appreciate dealing with someone who is professional, and if you have logic on your side, you are almost always successful. Keep us posted....
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06-27-2013, 03:06 PM	#10
BMWZ4 Major General 1908 Rep 5,102 Posts Drives: '23 X1/'23 Allroad Progressiv Join Date: Apr 2010 Location: Toronto iTrader: (1)	Just tell them to keep their $12 and that you'll let everyone on the forum here, know about their service, or lack of. Dave __________________ '11 Z4 30i (retired);'11 X3 28i (retired); '15 M235i Stage 1 Dinan (recalled & crushed); '16 M235i Stage 3 Dinan (retired); '15 X3 28i (retired); '14 328i (retired), 2019 X3M40i (retired); Loaded '18 X1 (retired); Loaded '20 X3MC DG, Black/Tan Merino (retired); Loaded '23 X1 Cape York green and Red/Black interior; '23 Audi A4 Allroad Progressiv
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06-27-2013, 03:21 PM	#11
rking117 Lieutenant Colonel 118 Rep 1,668 Posts Drives: Z4 3.0i & 320i Join Date: Aug 2012 Location: USA iTrader: (0)	great info guys. i feel better now that have vented. I think i will have to mull this over a bit for the next steps. Will keep u posted __________________ Enjoying an E89 Z4, F30 320i and Fiat Abarth // E85 Z4 (sold), E82 128i (sold), Fiat Pop 500 (sold)
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