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Grrrr summit racing.

Y

Yo

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I love summit. They get me parts fast. I order from them almost exclusively. But today I'm P'Od.

I blew my water pump last week and ordered a Stewart unit and some ARP water pump bolts. I meant to get a crankcase breather too but forgot to add it in the order. I've made 10 orders from Summit this year alone. My roommate orders more than I do to the same address. We probably have a box from summit come once a week.

I call today to see if they'll send me the part and one time comp my shipping. I spoke to a dude named Wendell. He flat out refused, saying, "we don't do that". Summit has always had my back when I make big orders and forget an item or two. But this time this dude Wendell decided to set a new precedent for an old customer.

I turned around and called Jegs, and they said they would ship for free. I never order from Jegs, except a single time, for a $20 700R4 TV corrector bracket. Yikes summit, Jegs making you look bad.

Sorry for the rant. Does anyone else think it's bad customer service when someone orders parts from you exclusively, then turns around and flat out refuses to comp me $10 shipping for a .25lb part that measures 2"x3"x2"?

I wrote them an email but I doubt I'll get a response. Really disappointing.
 
If it were my business, and the choice were mine, I'd prolly work something out with you.

If I were you, I also might have called back and spoken to a non-Wendell.

That being said, people expect flawlessness from businesses these days, which simply is not gonna happen. You said yourself that you love them and their service...but you expect them to cut you slack for your mistake, while you won't cut them any at all?

As a side (but related) note: shipping is making or breaking companies these days. With internet sales, competition, customers seeking instant gratification, and redonkulous UPS/FedEx rates, they're all riding the knife edge of making money or not when it comes to shipping.
 
I like summit alot. Since I live in Florida ( and they ship most orders from GA) any order I place by 4pm will be at my door next day around noon. Standard shipping rates....
 
Hahah true.

And you know what I was going to call back and speak to someone else. But I wrote them an email this time to see how it was handled, since I'm not technically in a crunch for a valve cover breather; it's more of an aesthetic piece to replace the crappy chrome spectre pep boys breather I already have.

True, I should have remembered the part. But I also see it as, "hey, I spend $$$$$ with you all every month, throw me a bone since you're the wal mart of auto parts". These days customer service is 80% shipping.

Do you think that $10 comped shipping is going to give Summit a tough time? Nah. So why not just do it?

Wendell must've had a bad day. I put the ball in summit's court with a complaint email, and I hope they can fix it.
 
i think we'd all agree summit has a pretty good track record... there's been a few complaints here and there, but i would say for all the times we all deal with em, they do pretty good... they've always treated me well, i'll be placing an order with them tomorrow night...

i use to order thru Jeg's back in the day, good company too, never had an issue with them either... but i've found over the years that summit is a tad cheaper here and there usually, the selection is a little bigger and i also like the website layout a little better.. but i'll order thru Jeg's in a heartbeat if they have something summit doesn't..
 
Honestly, I think you're wrong for wanting the shipping cost comp'd especially since it was not Summit's fault. UPS charges Summit for every box now matter how many or how much you buy from Summit.

That said, you also have to remember Wendell is looking at your current order which almost certainly would be a loss if he shipped it for free. He might do something different if it was a $200 order.

Also, as with most businesses these days you can be certain that Wendell's productivity #'s and %'s are monitored, he is motivated to protect his job. If you exclusively dealt with him only and he "knows" you, things might have been different.
 
If it was me, I'd have waited til my next order to not pay the shipping. Or, just pay the shipping and be done with it.

I've ordered from Summit probably 20 times over the past couple years, never had a problem.
 
I could have swore Jegs ships for free anyways... :dunno:

I have bought many items from Jegs, never had a problem, they charge a handling fee, i would guess for the packaging and whatnot, but shipping has always been free.
 
I've spent a few grand with them over the last few months. I think at this point my little short bed is more Summit than Chevy... I have no complaints either. I don't disagree with wanting to be thrown a bone for being a good customer, but if they didn't it shouldn't be a deal breaker.

If they do respond to your email, please share. Im curious what they will say.
 
Ive bought from both Summit and Jegs, Summit has been good once i bought an alternator wich was bad i sent it back but somehow some drill bits went back with it they called me and asked if they are mine and they sent them back to me no charge at all. Ive bought from Jegs twice, the first time i bought my rotating assembly and ohh boy i got exited when they got here...cant really say why though....second time went smooth.

So yeah maybe The guy was having a bad day or maybe maybe he was crapping in his pants and you didnt give him time to run to the bathroom.:laugh:
 
I prefer Jegs, but anymore I just buy local when I can, or from one of the smaller websites. It might cost me a little bit more ( barely ) but the customer service and actually seeing a person face to face makes it worth it.

also shipping to AK can get expensive, the local shops can get me much better deals on shipping then I can, so I usually save money in the end.
 
yellowK20 said:
I prefer Jegs, but anymore I just buy local when I can, or from one of the smaller websites. It might cost me a little bit more ( barely ) but the customer service and actually seeing a person face to face makes it worth it.

also shipping to AK can get expensive, the local shops can get me much better deals on shipping then I can, so I usually save money in the end.
Click to expand...

I hear that dude! I spent my first 25 years being 15 minutes away from Summit's world headquarters and then proceeded to move 4,000 miles away to the middle of the Pacific ocean and start restoring my blazer... Worst part is I haven't found any shops that seem to know anything about anything out here except 2 who are so expensive I :poo: in my pants a little just thinking about it. I'm planning on making a super complete list of parts needed from Summit, checking it about 45 times and then ordering it. Shipping is a B****!
 
Were pretty lucky up hear there's a few really good shops that don't gouge on price and a very 4x4 friendly
 
Yeah, there's plenty of shiny, lifted, modified things out here, but very few are done right. I can't wait until I qualify for free shipping again.

sorry for the hijack...
 
Wow, I have to deal with customers daily at my work. I buy a lot from Summit also, and they have been great over the last 15 years to me. This thread really pisses me off.
At the company I work for, when we get a complaint about us, we have to have a meeting about the "complaint", my supervisor and I have have sign a statement about what occured, and it goes to the 3 owners for review, and we get a copy after they have signed off on it... It goes in my employee file at work, and effects my annual reviews and pay raises and promotion possibilities...
Did Wendell's behavior on the phone really warrant this thread or the email complaint? Was he rude or unreasonable? As far as the free shipping, shipping costs aren't getting cheaper, and unfortunately, YOU forgot it, not summit. Sorry, but from what limited info you posted, I think you're way off base. How'd you get jegs to ship it free? I'm assuming it was their hope that you would ditch summit and buy from jegs in the future, because unless things have changed, jegs ships free, but charges a "handling fee" from my experience...
 
I prefer Jegs but that's because they would be consider local to me and I can drive to either their main showroom (which has a huge warehouse), or if they don't have a part their I can drive directly to their headquarters/main distribution center and pick up the part if I need it immediately. There is something to be said for buying stuff in person, and Jegs has been absolutely great with the customer service and returning parts. Heck, I have to tell them to NOT give my 5 y.o. yet another Jegs hat when we stop by since he already has 4.

I have also ordered a few times from Summit and never had any problems, including price matching other vendors.
 
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