Expensive lesson learned
Mach 1 Member
Joined: January 25, 2011
Posts: 1,075
Likes: 1
From: Ville Platte, Louisiana
I will definitely keep an eye on this thread. I was planning on buying a hood eventually and it was more than likely going to come from AM. Now I doubt they would mess my order up but it will be interesting to see what they do in this situation. I definitely think it would be wrong of them if they don't make it right and would hurt their reputation for such good customer service. They usually go above and beyond, that's my experience anyway.
Mach 1 Member
Joined: August 19, 2006
Posts: 610
Likes: 0
To the OP. Do as others have suggested starting with your credit card company and then the BBB ect.... They dont have a leg to stand on if you ordered the right part and they shipped the wrong one. I used to be passive years ago about things like this and now I dont mince words or take any crap. Its your money. I dont care if you painted the hood purple with pink polkadots they screwed up in shipping and that is where the problem got started. Trying to weasel out of it by giving you a discount is weak and they may as well tell you sorry your (*&%^!
Currently a Corvette Owner!
Joined: December 16, 2011
Posts: 2,003
Likes: 48
From: Las Vegas, Nevada
To the OP. Do as others have suggested starting with your credit card company and then the BBB ect.... They dont have a leg to stand on if you ordered the right part and they shipped the wrong one. I used to be passive years ago about things like this and now I dont mince words or take any crap. Its your money. I dont care if you painted the hood purple with pink polkadots they screwed up in shipping and that is where the problem got started. Trying to weasel out of it by giving you a discount is weak and they may as well tell you sorry your (*&%^!
If you've hit a brick wall on the phones at AM, and they won't go any further, then have your cc company do battle for you. We all wish you luck, brother. They need to step up and make it right, IMO.
Former Vendor
Joined: March 12, 2012
Posts: 506
Likes: 0
From: Malvern, PA
Hey guys,
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy.
The old hood is painted and we have no use for it, so we're going to leave that to you. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Shane
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy.
The old hood is painted and we have no use for it, so we're going to leave that to you. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Shane
Last edited by AMWill; May 31, 2012 at 12:46 PM.
Mach 1 Member
Joined: May 31, 2011
Posts: 540
Likes: 0
From: Killeen, TX
Originally Posted by AMShaneLesky
Hey guys,
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Shane
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Shane
GTR Member
Joined: November 6, 2011
Posts: 6,784
Likes: 20
From: Texas
Originally Posted by AMShaneLesky
Hey guys,
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Shane
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Shane
glad to see AM is making it right
Thread Starter
V6 Member
Joined: February 15, 2012
Posts: 59
Likes: 0
From: My Apartment
I am extremely happy that this situation is finally get worked out and in my favor... Thank you AM muscle you are living up to your incredible customer service reputation. U are going above and beyond and i really appreciate all the help you are giving me. You will always be recommended by me to anyone looking for a great website to order aftermarket parts. And i will continue to be your customer for life =).
Post *****
Joined: December 14, 2007
Posts: 19,953
Likes: 4
From: State of Jefferson Mountains USA
Team Mustang Source
Joined: June 22, 2005
Posts: 1,793
Likes: 4
From: Boston, MA
I lust for a M24
Joined: November 6, 2004
Posts: 7,042
Likes: 4
From: Football HOF, Canton OH
As someone who typically raves about AM and the tunes, I'm really glad to see this as well. Things like this are always remembered when it's mod time, and the AM and Summit catalogs are both on the coffee table. Nice work gentlemen. 