Mustangtuning.com = Poor customer service

[313Speed]

Just an FYI. I ordered the set of one piece headlights after reading an article in 5.0 Mustang. I put the order in on 8/3. A week later, I sold the current headlights, expecting the new ones to arrive. On 8/16, I started wondering where these headlights were, as the car couldn't be taken anywhere without them. They responded that they were out of stock and they would ship them at the end of August. First, a company really should let the customer know a part will take a month to even ship. I then asked them to overnight the part because of this. I received no response.

From there, I began to check eBay for other vendors. I discovered that ALL other companies selling the same product there charged as much as $40-$60 less for the same headlights, and that included shipping. I wrote back that I wanted them to overnight this and that I discovered that they were charging far more then the competition. The response was that they would only overnight them at my cost.

I figured that these are somewhat popular of an item since the article. I wanted to warn others of the customer service, the shipping time, and the high costs. Below are the emails they responded with-

Original Email-

On 8/3/06, MustangTuning.com Sales wrote:

This email is to confirm the receipt of your recent order with MustangTuning.com.
You will receive a second email with an order number once your order has been processed. If you need to contact us before you receive the second email, please respond to this message or call us at 610-251-2397, making sure that you have the billing name and zip code available.

First attempt to get product-

I ordered this part on 8/3/06. It has yet to arrive. I need a status update for this product.

Response-

The "Chrome Fox Body One Piece Headlights (87-93)" part# 49012 is currently out of stock.
We are excepting new inventory at the end of August.
As soon as stock arrives we will be shipping out your order.

Follow up after asking them to overnight when availible-

I have not received a response on this matter. Unless I get confirmation that you will overnight the product as soon as it is in stock, I will be canceling my order. I have found the same product for far cheaper on Ebay, even with the shipping costs. I expected your company to be a bit more reputable then an Ebay company, considering the write up in 5.0 Mustang recently. I am not finding this to be the case.

Response-

Unfortunately, we are unable to send overnight unless you wish to pay the shipping costs. While I can guarantee that the product will ship as soon as we receive it, I cannot expedite it. If you wish to cancel your order and purchase them on Ebay, that is your decision. However, I would warn you that parts you buy on Ebay generally do not have a return policy.

Thank you,
Emilie Duggan

Customer Service Representative
MUSTANGTUNING.COM
Malvern,Pa 19355
Phone: (610) 251-2397
Fax: (610) 251-0263

 

[mackey]

I think the next step on your part should be to cancel your order with Mustangtuning.com and order them where you saw them for 40-60 less..

 

[wythors]

I've had two great experiences with MT. I've purchased both a set of wheels and an SLP Loudmouth kit from them and have been very satisfied. Sorry to hear your experience isn't so great.

 

[mob]

People have good and bad reports about all places. Personally seeing how they handled the matter they couldnt have done anymore, they were out of stock, not much more then can do about it. I agree they should let you know they are out of stock before they let you buy it, or sometime before you had to check up on the order, but I would shop with mustangtuning no problem, I always found their prices to be pretty good and I like the free shipping over 50 bucks, for little things like headlights I wouldnt mind finding the cheapest thing on ebay, but if you're looking for performance parts, id rather go with a trusted company like them. I would have cancled the order a long time ago if it were me.

 

[stang8urimport]

Always ups and downs. I do agree with you, though. They should have granted you overnight shipping once the order was in just to make you happy as the customer. But!... If I found them way cheaper on Ebay, I would have cancelled the order ASAP and bought them there. Ebay is a pretty safe bet with larger companies now-a-days.

 

[Aaron]

The only problem I see is that they were out of stock and did not tell you. Other than that, there's not much they can do, and they would probably lose money if they overnighted them to you once they received them. Just cancel your order and buy them somewhere else.

 

[gunfish]

I ordered a pair of black deep-dish bullitts from them back in June. They let me know immediately by e-mail that they were out of stock, and gave me the option to cancel if I wanted. I told them to keep the order open, and I received the rims the next week.
One of the rims was damaged while mounting my tires, and when I called MT to order another one, they shipped it out to me the same day.
Sorry to hear you weren't happy with them, they treated me well.

 

[Henceforward]

Always call before you order parts online to check the stock.

Even better only order via the phone.

 

[foxstang9050]

We've all been there.... I ordered a wheel off restoremustangs.com... paid i believe $68 for overnight shipping.( I had hydroplaned into a curb... busted wheel, spindle, struts, tie rod...) So the shop needed my new wheel in order to do the alignment... a week passed... no wheel no call... so i called them to find out they were out of stock and had to get the wheel from Georgia first... then they could overnight me... it sucks i know i ended blowin a lotta money on a rental car

 

[Curse]

Always call before you order parts online to check the stock.

Even better only order via the phone.

:Word: Thats what I do, that way you talk to a real person and can ask questions.