Subaruonlineparts.com - My experience of questionable service and overpriced shipping - Subaru Outback - Subaru Outback Forums
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post #1 of 47 (permalink) Old 07-02-2010, 05:06 PM Thread Starter
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Subaruonlineparts.com - My experience of questionable service and overpriced shipping

Attempted to order some items (actually some small BOLTS) from Subaruonlineparts.com on 6/28 but was quoted $12.00 shipping.

Looked at another vendor who quoted a more reasonable shipping of $8.xx.

Decided to go with Subaruonlineparts.com based on the reviews on the forums. The shipping charge was ended up being $8.00 (still quite high for 4 bolts that weigh less than one lb but whatever).

The next day (6/29) it was accepted/shipped (or so I thought...)

Tried to look online to check the status but my order number never worked.

3 days later (6/2), I called and inquired about the order status and the CSR said that it was out of stock and had an order coming in which they expect to receive on the 6/6...then estimated that I will receive on the 6/8-6/9. Never once did I receive any message/indication of the item being out of stock.

(I knew I should've just ordered from the other place...)

In any case, I decided to cancel the order since I will be going past the dealership tomorrow any ways (Closest Subaru dealership from here is about an 90 minutes north or south).

CSR said I will be charged a restocking fee of 15%. WTF, lol. How the **** do I get charged for restocking fee for somebody THEY DO NOT HAVE IN STOCK in the first place?! LOL. 'Nuff said.

CSR tried to make it sound better by saying at least they lowered the shipping price to beat the competitor (Order was under $4, shipping was $8).

Asked if restocking charges will be on my ACTUAL order or the total? He claimed that they usually do the total (WTF? Wow...I'm feeling SubaruOnlineParts is just one scam of a vendor by now) but, this time, he will just charge 15% of the $3.xx for the actual order (I will wait and see about this...).

Any how, figured I should share my experience. It was definitely not the typical experience I generally have (including car dealerships, lol).

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post #2 of 47 (permalink) Old 07-02-2010, 05:13 PM
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Thanks for the info. Was putting an order together but will redirect it. That's what these forum are for.



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post #3 of 47 (permalink) Old 07-05-2010, 01:56 PM Thread Starter
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Originally Posted by AA9ZZ View Post
Thanks for the info. Was putting an order together but will redirect it. That's what these forum are for.
No problem, at least those who ordered the RSB some good/decent experience(s); but, mine was not.

Thus, you may want to consider options for small items such as bolts and such or call to double-check availability of parts.

Received my refund today...
Original order charge..........$11.72
Refund received.................$11.24

Wow $0.48, LOL. If SubaruOnlineParts.com needs it THAT much, they can have it! At least the guy kept his word and applied it only to the actual merchandise amount. +1 for that.


BTW, the place that had a cheaper shipping cost (yet located even further away from me) was https://www.subarugenuineparts.com

Who knows, probably much better service too!
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post #4 of 47 (permalink) Old 07-05-2010, 09:24 PM
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Quote:
Originally Posted by itzlinky View Post
No problem, at least those who ordered the RSB some good/decent experience(s); but, mine was not.

Thus, you may want to consider options for small items such as bolts and such or call to double-check availability of parts.

Received my refund today...
Original order charge..........$11.72
Refund received.................$11.24

Wow $0.48, LOL. If SubaruOnlineParts.com needs it THAT much, they can have it! At least the guy kept his word and applied it only to the actual merchandise amount. +1 for that.


BTW, the place that had a cheaper shipping cost (yet located even further away from me) was https://www.subarugenuineparts.com

Who knows, probably much better service too!

fwiw, i do this all day long. but not for subaru parts. here's how it works. first off, most likely all the other places you mentioned probably dont have the parts in stock, and they would order them from their default warehouse, which might be the same stocking warehouse for all of them. in which case, if the first place says out of stock, the others will, too. why? most dealers stock very few parts. whatever parts that dont sell in about 30 days go back to the stocking default warehouse. so, lets look at a regular order. you order a part today. depending on the time, here is what happens. if the part is actually in stock, you are lucky, and it might actually ship that day. everyone actually thinks it does. if the part is not in stock, which is usually the case, then it is ordered from the stocking default warehouse. depending on the time of day-since there IS a cutoff time-and if the part is actually in the stocking warehouse, then it should get to the dealer in 2-3 days. which means it would ship in 3-4 days from when actually ordered. remember-best case scenario, part in stock, shipped that day. next best, part not in stock, ordered, shipped in 3-4 days. after that, it's a crap shoot. most places dont charge pure freight, it is shipping AND handling. expect to pay at least 12 bucks. what we do is if the order is really small, like nuts and bolts, i have the girls put them in a padded envelope, and ship them usps, for about a buck. we also have a web site where people can order themselves, and i have NEVER seen a shipping charge less than 13 and change. it is part of the software. but the reverse is true, too. try order a windshield, or a hood, and the default shipping will be nowhere near what actual is. who can ship a windshield for 35 bucks? maybe in pieces.
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post #5 of 47 (permalink) Old 07-05-2010, 10:52 PM
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You don't have a local shop like Fastenal which would most likely stock the bolts you need?

As for the restocking fee, if it was a sum worth fighting over, you could always contest it via your credit card company.

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post #6 of 47 (permalink) Old 07-06-2010, 01:34 AM Thread Starter
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Quote:
Originally Posted by keninn View Post
fwiw, i do this all day long. but not for subaru parts. here's how it works. first off, most likely all the other places you mentioned probably dont have the parts in stock, and they would order them from their default warehouse, which might be the same stocking warehouse for all of them. in which case, if the first place says out of stock, the others will, too. why? most dealers stock very few parts. whatever parts that dont sell in about 30 days go back to the stocking default warehouse. so, lets look at a regular order. you order a part today. depending on the time, here is what happens. if the part is actually in stock, you are lucky, and it might actually ship that day. everyone actually thinks it does. if the part is not in stock, which is usually the case, then it is ordered from the stocking default warehouse. depending on the time of day-since there IS a cutoff time-and if the part is actually in the stocking warehouse, then it should get to the dealer in 2-3 days. which means it would ship in 3-4 days from when actually ordered. remember-best case scenario, part in stock, shipped that day. next best, part not in stock, ordered, shipped in 3-4 days. after that, it's a crap shoot. most places dont charge pure freight, it is shipping AND handling. expect to pay at least 12 bucks. what we do is if the order is really small, like nuts and bolts, i have the girls put them in a padded envelope, and ship them usps, for about a buck. we also have a web site where people can order themselves, and i have NEVER seen a shipping charge less than 13 and change. it is part of the software. but the reverse is true, too. try order a windshield, or a hood, and the default shipping will be nowhere near what actual is. who can ship a windshield for 35 bucks? maybe in pieces.
Pretty interesting info. Though, both locations I was quoted approximately $12 and $8.95 for shipping.

I find this information interesting because both locations has this disclaimer on their sites:
"(Actual charges will apply.)"

"Shipping is estimated by a percentage of the order because the weight and dimensions are not available. If shipping is more than estimated you will be contacted for approval. If shipping is less, the total will be adjusted. Actual shipping charges will apply."

No point in noting such a thing when the cost consists of both SHIPPING and HANDLING as keninn claims. Of course, if this is the case, I suppose you could always dispute it when you receive your product with the costs marked on it (if received via UPS/have to do a bit more research with UPS through price quoting based on weight/size).

I cannot attest to SubaruGenuineParts, but I can tell you that SubaruOnlineParts (based on talking with the CSR) had NO INTENTION on adjusting my shipment if I had not mention that a competitor had cheaper costs (CSR trying to persuade me to keep the order because they were beating the competitor's shipping cost--it went something along the lines of "Well...we DID match the competitor's shipping cost already...see. Normally we don't do that at all").

One have to question the ethics concerning this "actual shipping charges will apply" disclaimer and their actual practice of implementing it (for the buyer's benefit). It's no wonder many people question car dealership/salesmen with all their typical deceptive advertisement and disclaimers.

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post #7 of 47 (permalink) Old 07-06-2010, 08:38 AM
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the biggest problem i encounter is freight. it is ALWAYS off. since i know about this, when i go online shopping, it is one area i always look at. some places have automatic minimum charges. this covers stuff like packing/unpacking, and maybe and some research. a lot of times, i see the order, and i think, "this person has made a mistake". i call them, and ask, are you sure you need this part? lots of times they are wrong. this saves the back and forth return, and a mad customer. i have had some tell me, "well, you should have known, you are the parts people". wtf? the cust ordered it by part number, and the parts catalog is part of the site, so how can i know? i also reimburse a LOT of freight. sometimes a cust will order twice or 3 times in the same day. we combine, and reimburse the freight. sometimes, usps is way less, esp for canada. again, reimburse the freight. NEVER have i gotten a thank you. but ALWAYS if someone is mad, i hear about it. right now, i gotta change a ups address cause the cust didnt tell us that the ship to address has changed. that's at least 10 bucks per. so, there is another side to this that a lot of people dont see. because of the extreme competition on web pricing, everyone has cut margin way down, and if freight is not carefully monitored, it is easy to lose money that takes a long time to make up.
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post #8 of 47 (permalink) Old 07-06-2010, 02:04 PM Thread Starter
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Quote:
Originally Posted by keninn View Post
the biggest problem i encounter is freight. it is ALWAYS off. since i know about this, when i go online shopping, it is one area i always look at. some places have automatic minimum charges. this covers stuff like packing/unpacking, and maybe and some research. a lot of times, i see the order, and i think, "this person has made a mistake". i call them, and ask, are you sure you need this part? lots of times they are wrong. this saves the back and forth return, and a mad customer. i have had some tell me, "well, you should have known, you are the parts people". wtf? the cust ordered it by part number, and the parts catalog is part of the site, so how can i know? i also reimburse a LOT of freight. sometimes a cust will order twice or 3 times in the same day. we combine, and reimburse the freight. sometimes, usps is way less, esp for canada. again, reimburse the freight. NEVER have i gotten a thank you. but ALWAYS if someone is mad, i hear about it. right now, i gotta change a ups address cause the cust didnt tell us that the ship to address has changed. that's at least 10 bucks per. so, there is another side to this that a lot of people dont see. because of the extreme competition on web pricing, everyone has cut margin way down, and if freight is not carefully monitored, it is easy to lose money that takes a long time to make up.
True, at the end of the day, businesses are all about the money.

Sounds like you have quite a job there keninn, lol. I've shared you pain(s) before in the past working at a hotel in a casino (worse combination ever). I admit, at times, it is very well the customer fault (ordering the wrong parts, etc.).

But sounds like at least your organization is straight-up and helpful (calling to verify the order, etc.). Kudos, hope more companies adopt your style of service!

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post #9 of 47 (permalink) Old 07-07-2010, 10:34 AM
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Yeah, I haven't been too impressed. Ordered my RSB on 6/20 hoping to catch the last few. Unfortunately I ordered tweeters and other stuff also. I never heard from them and a week later I called. I guessed the RSB would be on backorder, but they never notified me and had planned on holding everything until the RSB arrived from Japan via the Kontiki and mule train over the rockies. I had to talk them into sending the items they did have in stock.
It is one thing if something is on backorder for a few days, but not three weeks to a month.
And no communication? Fail!!!

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post #10 of 47 (permalink) Old 11-03-2013, 11:47 AM
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well, I got this email Nov 1st
__________________________________________________ _________________________________________________

Dear SubaruOnlineParts.com Customer,

If you have tried to visit us within the past couple of days, you would have been confronted with a server error causing our website to be unavailable. This would have effected our email communication as well and for this inconvenience, we apologize as we know many of you rely on us for your Subaru Parts needs. As with most technology, there are sometimes unexpected "glitches" which I am sure we have all experienced from time to time.

Now that we are back up and running we WELCOME YOU BACK with an offer to show our appreciation. We are offering *FREE SHIPPING throughout the ENTIRE online store. This offer is good for replacement parts and accessories!

Be sure to take advantage of this offer Now until Sunday, November 3 with no coupon codes needed!

We Thank You for your continued support,
SubaruOnlineParts.com
__________________________________________________ __________
lol, I ordered 370$ in parts from this site on OCT 30th, I didnt get free shipping. 30$ for a 5lb package actually.
it seems the more they "FIX" the site, the more customers they "P I S S" off.

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