David Pitlyuk

Wow. That’s all I can say as I hang up the phone with AutopartsWarehouse.com (I don’t want to send them a link). Don’t ever buy anything from them…please. So here’s my story of what happened:

I decided to buy a Corsa exhaust system for my Dodge Viper. The MSRP for the system is about $2,200, and it can be found online for about $1,700 shipped from PartsRack, which specializes in Viper parts. I went on Google Product Search, and found a price from AutopartsWarehouse for $1,593, but when you clicked through, the website showed $1. I gave them a call, and the guy told me he could honor the $1,593 price…I told him that I’d consider it and call back, he gave me his extension number.

Later that day I had found a lower price for $1498 (which turned out to be wrong), but I went to live help from AutopartsWarehouse to ask about that. Without me even asking, the sales representative said he could do the exhaust system for $1,300 shipped. This was an unbeatable price, so I said, $1,300 shipped…definitely order me one. I gave my card info, and later on in the day the price on the website was adjusted from $1 to $1,964. I noticed that when pulling up the order on the website, my order says $1. Later on in the day this changed to $1,300.

Then at about 8pm, I get an e-mail saying this:

We regret to inform you that at the present time we do not stock the part(s) you are looking for. Your order has been canceled. Please check your local dealer or auto parts store for availability. If you have any questions please feel free to call us at 1-888-628-3247, press 1. Please accept our sincerest apologies for this occurrence and do not hesitate to contact us if we may further assist you.

Ummm…ok. I was assured it was in stock earlier. I give the number a call, and the rep (who now for the 2nd time barely speaks English) pulls up my order # and then goes on to tell me there is none in stock…even though I was told they were in stock, and guess what the website says:

This gets me thinking that instead of being upfront and saying that the price was too low that they gave, they made a mistake, and this is the best price they could give…they are deceiving and cancel the order saying that the part is not in stock. To verify my theory, I head over to their live chat again:

7:53:26 PM Chris: Welcome to Live Help! How can I assist you today?
7:53:37 PM Customer: Hey Chris, could you tell me if you have this part in stock?
7:53:38 PM Customer: COR14122
7:53:51 PM Chris: let me check
7:53:56 PM Customer: thanks
7:54:32 PM Chris: looking to order?
7:54:35 PM Chris: it is in stock
7:54:45 PM Customer: so you are sure you have that part available?
7:54:59 PM Chris: yes, im very sure. it is available

Then I start to tell him about my situation, in which he pulls up my order and tells me this:

7:59:12 PM Chris: it is in stock. your payment mode must be money order
7:59:20 PM Customer: it was via american express
7:59:40 PM Chris: yes, your order is high. it should be money order
7:59:40 PM Customer: this is the e-mail I just got
7:59:46 PM Customer: We regret to inform you that at the present time we do not stock the part(s) you are looking for. Your order has been canceled. Please check your local dealer or auto parts store for availability. If you have any questions please feel free to call us
8:00:12 PM Customer: what? I can’t pay with a credit card?
8:00:57 PM Chris: our policy is $1,200 only for the items, if that exceeds, you need to pay it in money order
8:01:50 PM Chris: you really want to have this? ill help you with it
8:02:02 PM Customer: Where does it say that? I can go online and pay with a credit card just fine…or paypal even
8:02:14 PM Customer: I do want to order the part at the price I was quoted
8:02:31 PM Customer: but with a credit card
8:03:00 PM Customer: I’d be more than willing to pay the transaction fee if that is the concern with using a card over $1,200, but that policy seems ridiculous to me
8:03:53 PM Chris: okay, your order is out of stock, i checked it with our inventory, I suggest you choose another exhaust system for your car.
8:04:15 PM Customer: you told me “yes, im very sure. it is available”
8:04:36 PM Chris: ive double check it in our inventory and it is not available.

Ok…so he’s telling me this eCommerce site can’t accept orders over $1,200 through a credit card and must be sent via money order in order to get it. Then…all the sudden he’s double checked and it’s not in stock any more. He tries to sell me a different brand, but I am set on a Corsa exhaust. He finds a different part # for another Viper Corsa exhaust (same part, but there is one difference that makes it so it doesn’t work with the stock cats, only with high flow cats). I told him that version was fine, and I’d like to get the original price that they sold the exhaust to me for but then canceled because it was out of stock. This one was in stock, so they could sell it to me. The rest you just need to read to see how ridiculous this is:

8:17:10 PM Chris: it is not available, COR14119 this is available
8:17:31 PM Customer: and you could do the 14119 at the $1,300 price I was quoted via credit card?
8:18:15 PM Chris: so you want it for 1,300?
8:18:32 PM Customer: that’s the price I was supposed to get charged for the 14122
8:18:38 PM Customer: you can pull up the order and see
8:19:50 PM Chris: let me check
8:20:20 PM Chris: Order Total: $1,964.27
8:20:53 PM Customer: No…it was $1,300 I have the conversation printed out from when I ordered it, and when I looked it up before you guys cancelled it, it was $1,30
8:20:55 PM Customer: $1,300
8:21:40 PM Chris: yeah, i see it. but when im checking it out the COR14119 it is 1,964.27
8:21:54 PM Customer: Yeah…the guy gave me a better price on it
8:23:50 PM Chris: he gave a price of 1,300?
8:23:56 PM Customer: yes
8:24:16 PM Customer: that’s why the order WAS at $1,300 and again, I have the conversation with the sales rep
8:24:39 PM Chris: yeah. i see his name in your order
8:25:01 PM Customer: yeah…
8:26:05 PM Chris: im confused about the price discount
8:26:15 PM Chris: i dont know what to say
8:26:26 PM Customer: the price on the website was a mistake, and it was only listed as $1
8:26:33 PM Customer: so I went on the chat, and I told him about it
8:26:45 PM Customer: and he said that was a mistake and he could do it for $1,300 shipped
8:26:49 PM Customer: so I placed my order
8:27:30 PM Chris: so, the original is 1,964.57 and then when you ordered it it became 1,300?
8:28:17 PM Customer: no….on the website it was $1…which was obviously a mistake (which they have since fixed and changed to $1,964.57)…..I asked the guy what it would cost and he told me $1,300, so I placed the order
8:28:54 PM Chris: so he gave you a discount of 600?
8:29:02 PM Customer: I guess so
8:29:12 PM Customer: I didn’t know the $1,964 price at the time
8:29:30 PM Customer: I see them online for like $1,400 something, it didn’t seem unreasonable to me
8:29:55 PM Customer: I got in touch with you guys and you guys gave me a price, and I provided my payment info…I don’t see what the problem is
8:30:16 PM Chris: the original price is 1,964.57. how come it became 1,300 and the discount doesnt appear in your order? im really confused, im sorry.
8:30:39 PM Customer: I don’t know, what do you want me to say…ask the rep I talked to
8:30:42 PM Customer: he told me $1,300
8:30:46 PM Customer: that’s all I know
8:31:00 PM Customer: You guys should be able to pull up the conversation
8:31:04 PM Customer: look and you’ll see
8:31:16 PM Chris: nothing. im just confused out here, im trying to figure it out
8:32:01 PM Customer: well sounds to me like the part you’re confused about can be resolved by either talking to that sales rep or pulling up the chat conversation I had. I am just the customer that is trying to order the exhaust and was given a price
8:33:56 PM Chris: yeah. i dont mean everything to you. your my customer. well i stick on the prices here in my system.
8:35:03 PM Customer: ok…
8:35:51 PM Chris: is there anything that you need?
8:36:06 PM Customer: are you kidding me?
8:36:14 PM Customer: I’m trying to order the exhaust
8:36:36 PM Chris: oh, i sorry. its $1,964.27
8:36:50 PM Customer: What’s up with the $1,300 I was given before?
8:38:17 PM Chris: I would suggest that you call us at 1-800 541-2521 at your earliest convenience. from 9am – 4 pm PST .. during business days ..for further information
8:38:35 PM Customer: so you want me to spend another 30 minutes of my time going in a ciricle?
8:39:13 PM Chris: you know the discount is very high, all right.
8:39:37 PM Chris: the final order total is $1,964,57
8:39:39 PM Customer: I see that now, but it’s the price that YOUR COMPANIES REP gave me

From here, we start discussing some price matching stuff so I can understand what the price is that I could actually get. Keep in mind that I was originally quoted on the phone for $1,593…Chris keeps telling me $1,964. There is more retarded back and forth, which at this point I tell him he has wasted an hour of my time, just give me the best price. At this time, I am also on the phone with the company talking to another rep without giving my previous order #. This rep has verified multiple times that the original part is IN STOCK! He was able to give me the part for $1,600 shipped. Here’s what happened with Chris:

8:53:43 PM Customer: or lets just make this easier…what’s the best price you can give
8:53:54 PM Chris: one moment
8:56:29 PM Chris: my supervisor says $25 discount
8:57:50 PM Customer: thats funny because I’m on the phone with your company right now and this rep can do $1,600 shipped
8:58:09 PM Chris: okay. thank you.
8:58:24 PM Chris: Thank you for visiting our website. Please take the time now to add us to your favorites.Its been pleasure assisting you.
8:58:25 PM Customer: I should send you an invoice for $125 for wasting my time for an hour
8:58:29 PM System: Chris has left this session!

Good times. At this point I’m now on the phone with the rep (who barely speaks English again), and after I had him verify that the part is in stock a bunch of times, I bring up my situation and ask him what’s up with all of the different answers. By the way, he had no idea of the $1,200 credit card limit. On top of that, when I originally called, I asked to be connected to the extension of the original guy I spoke with at first…he said he could not transfer me, but could not really explain why…but that he could help me out. I’m assuming they may be on some sort of commission or performance quota. At the end of the conversation after he verified the $1,600 shipped price and the part was in stock, I told him I’d think about it and asked for some sort of reference number so I could get the same price tomorrow. He said I could call him at his extension…Which I then said “You mean so I could call, and a rep could tell me they can’t transfer me to an extension..yet you just gave me an extension to reach you”. I just told him to forget it, there was definitely no way I was going to order with them…I would never give my money to a business like this…even if it was to save me money.

I immediately called PartsRack, and spoke to the owner John…at 8:30pm. Even though they were closed, he still answered some questions and ensured me enough that I’ll be placing an order with him…even though the price was a little over $100 higher. Something I was more than willing to pay for the honesty and knowledge John was providing. Although there have been times when John is a little bit rough to deal with…he seems to cater to the Viper owners that don’t question cost, and turn down/get frustrated with those that do. While I wouldn’t personally run a business like this, John is essentially weeding out the 95% of his business that wastes his time, and spending his time on the 5% that makes him 80% of his money. It’s something that you will read about in Four Hour Workweek. So again, while it’s not necessarily the way I would run his business, I can understand his way of doing it.

Either way, PartsRack will be getting my money, and if this article stops one person from buying from AutopartsWarehouse.com or any of their identical affiliate sites…I will consider it a success.

For another customer service nightmare, check out my past experience with Dell.