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They lost my shippment!!!

E

elks

1/2 ton status
Joined
Nov 8, 2009
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Location
NW Colorado
So I ordered an exhaust system for my 1972 chevy truck from Summit. It is a thrush system. It was supposed to be delivered on Feb 22nd... Well not here and they do not know where it is... I just finished a 2 year engine rebuild and needed the exhaust to fire and break in the engine.

I paid $280 for parts and $110 shipping. What is a reasonable expectation for me to have? Should they replace the parts and delivery?

Should I be entitled to more? Time is money and in all honesty, I am really bummed since the truck was my grandfathers and I have been working for 2 years to get it running... Best case is we reorder and get it here, but it was 2 weeks delivery the first time...
:dunno:
 
Don't get greedy, it happens from time to time, it was just your turn this time unfortunately.

They should get you replacement parts, but see if they can possibly get them to you a little sooner. I've had other companies pay to have replacement parts overnighted when something was wrong with the order.
 
Summit's generally pretty good. Depends some on if it came from Summit directly or was drop shipped from the manufacturer. If it came from Summit, it'll almost always have tracking information; if drop shipped, then it gets a little dicier and can be slower.

Worst case, call Summit, be patient and polite, and just ask them "Where's my stuff?" You paid for stuff to be on your doorstep, they should make it happen. For that kind of money, it'll be shipped UPS or Fedex Ground, so it can be tracked, and it can either be located, or if UPS/Fedex lost it, the shipper can re-ship to you (i.e. they can see you didn't get it.)

Now if it shows as being delivered to your door and you didn't get it, like it was stolen from your doorstep, that's another thing.

(And $110 in shipping?? From Summit?? Is it in one piece fifteen feet long or something, so you paid oversize? Usually their shipping is flat-rate like twelve bucks or something, I thought.)

-- A
 
The item was shipped and I have the information and tracking. It made the trip as far as the local UPS distribution center and then was lost. It is on UPS right now and not SUmmit. Should I call summit and have them apply pressure as well?

I figured that since it was already 1/2 across the country it would fall on UPS! So far UPS has been a joke. They keep saying one thing, the computer says another thing, etc.

The cost was high because the had to ship it freight which made no sense at all. It only weighed 45 pounds. I have had sets of tires shipped for less.
 
elks said:
The item was shipped and I have the information and tracking. It made the trip as far as the local UPS distribution center and then was lost. It is on UPS right now and not SUmmit. Should I call summit and have them apply pressure as well?

I figured that since it was already 1/2 across the country it would fall on UPS! So far UPS has been a joke. They keep saying one thing, the computer says another thing, etc.

The cost was high because the had to ship it freight which made no sense at all. It only weighed 45 pounds. I have had sets of tires shipped for less.
Click to expand...

Betcha the Freight thing was "dimensional weight" due to length, not actual weight.

What little I know of UPS Freight is that it's not the usual brown truck network, but (possibly independent) eighteen wheel trucks, so I can see why they'd have no idea what they've done.

Nonetheless, call Summit, and politely-but-firmly ask where your stuff is. If they can't tell you, as mentioned, demand a refund, including shipping, since you have no product, and go local.

-- A
 
Sometimes things happen, Summit has always had very good customer service, so I'm sure they'll do what they can to make it. I always order from them or Jegs because they ship fast and don't charge an arm and a leg.

Unless your exhaust was unusually long or wide I don't know why it would need to come freight. I got a complete Hooker exhaust, headers, and mufflers shipped to my door in two days for their flat rate, which for that was around 10-20 bucks IIRC
 
I working in shipping logistics, and we ship every single day through UPS ground and freight. I have never had an issue with either service loosing anything but like mentioned before if it was dropped shipped or went through some hotshot carrier it can be a little more challenging keeping track of things. Everyone is right on the oversized box having to ship freight. UPS ships anything that is LxWxH under 160'' total. Otherwise it's classified as an oversized box regardless of weight and has to go via: freight. As for who it went through, UPS freight and all the other carriers we use provide Pro#'s which is just like a tracking number for ground shipments. If it is now lost and the last place they know it was at was a terminal or sort facility then yes it's liability falls back on the shipper/carrier. We get bills of lading in all the time that say 9 skids but there is only 5 on the truck, and 9 times out of 10 it was left on the loading dock and has been misplaced since. I'd give Summit a call, ask who it shipped through, and what service level they sent it out on. If they can't provide an answer on its location but tell you it went through "So-and-So " carriers, give the carrier a call and ask where's my stuff?
 
where it is currently isnt your problem. call summit, say track package.
they'll say WTF its mia.
let me get a new one sent out to you right now.
ok.

or cancel the order, and take the money to a local shop.
 
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