Scott Rocket Posted January 29, 2010 Report Share Posted January 29, 2010 So my girlfriend got me a pair of shelby shoes for christmas. When they arrived they were too big. Supposedly all the shoes are 1-1/2 sizes larger than normal - does that make sense to you! Supposedly this is obvious on the ordering page. Not only the above, when she phoned the customer service to swap them, they didnt want to do it, no return policy, wtf!!! The girls on the other end of the phone were unhelpful, Cassi and Candice, and were not going to swap them. Eventually they agreed and told her to write on the box. They then tried to charge her a 10% restacking fee because they couldnt resell them because my gf had written on the box. Basically Im pissed with these people and needed to vent. Has anyone else had this experience with these idiots? Link to comment Share on other sites More sharing options...
SGT/SC2873 Posted January 29, 2010 Report Share Posted January 29, 2010 So my girlfriend got me a pair of shelby shoes for christmas. When they arrived they were too big. Supposedly all the shoes are 1-1/2 sizes larger than normal - does that make sense to you! Supposedly this is obvious on the ordering page. Not only the above, when she phoned the customer service to swap them, they didnt want to do it, no return policy, wtf!!! The girls on the other end of the phone were unhelpful, Cassi and Candice, and were not going to swap them. Eventually they agreed and told her to write on the box. They then tried to charge her a 10% restacking fee because they couldnt resell them because my gf had written on the box. Basically Im pissed with these people and needed to vent. Has anyone else had this experience with these idiots? Easy there Rocket. NO need to come on here and start calling people names! I have never had any problem with what I have purchased and even if I did, I would handle it personally with the managment at Shelby merchandise. I know you are upset but coming on here blasting like this will not help your cause. Sorry you had this problem and I hope you get it worked out to your satisfaction. Craig BTW - welcome to Team Shelby..... Link to comment Share on other sites More sharing options...
kronus01 Posted January 29, 2010 Report Share Posted January 29, 2010 So my girlfriend got me a pair of shelby shoes for christmas. When they arrived they were too big. Supposedly all the shoes are 1-1/2 sizes larger than normal - does that make sense to you! Supposedly this is obvious on the ordering page. Not only the above, when she phoned the customer service to swap them, they didnt want to do it, no return policy, wtf!!! The girls on the other end of the phone were unhelpful, Cassi and Candice, and were not going to swap them. Eventually they agreed and told her to write on the box. They then tried to charge her a 10% restacking fee because they couldnt resell them because my gf had written on the box. Basically Im pissed with these people and needed to vent. Has anyone else had this experience with these idiots? I had to exchange a shirt that was too small and had no problem, after getting in contact with them I was given instructions on how to send the shirt back and as soon as they got it I got a tracking number with the new one coming out to me. The team at Shelby do try to do their best to have customer service, just give them a chance since they have been having a lot going on with the merger between SPP and the Shelby Store. Also I have a pair of the shoes that I had ordered a while back and I personally fit the shoes just fine Link to comment Share on other sites More sharing options...
EL SHELBY Posted January 29, 2010 Report Share Posted January 29, 2010 Easy there Rocket. NO need to come on here and start calling people names! I have never had any problem with what I have purchased and even if I did, I would handle it personally with the managment at Shelby merchandise. I know you are upset but coming on here blasting like this will not help your cause. Sorry you had this problem and I hope you get it worked out to your satisfaction. Craig BTW - welcome to Team Shelby..... +1, well put Craig. All of us can understand your frustraition, but work with Shelby Merchandice and move up the chain until you are satisfied. We all need to vent sometimes but you will get more miliage if you use the forum to ask for assistance in finding a solution then you will by flaming Shelby staff. I have recieved nothing but the best service and care far above what is required from all the the Shelby enterprises. I don't know of any names with Shelby Merchandice to direct you to but there are enough Shelby staff on the forum that someone may offer to help if the assistance is requested civilly. Good luck, J- Link to comment Share on other sites More sharing options...
SpeedRacer Posted January 29, 2010 Report Share Posted January 29, 2010 +1, well put Craig. All of us can understand your frustraition, but work with Shelby Merchandice and move up the chain until you are satisfied. We all need to vent sometimes but you will get more miliage if you use the forum to ask for assistance in finding a solution then you will by flaming Shelby staff. I have recieved nothing but the best service and care far above what is required from all the the Shelby enterprises. I don't know of any names with Shelby Merchandice to direct you to but there are enough Shelby staff on the forum that someone may offer to help if the assistance is requested civilly. Good luck, J- Call 702.405.3500 and ask for Kameron Hymer or email him at kameronh@shelbyamerican.com. You can also ask for Tim. They both have been extremely helpful to me. Good Luck. Link to comment Share on other sites More sharing options...
08SGT1591 Posted January 29, 2010 Report Share Posted January 29, 2010 Go ahead and vent Rocket. Robert Lane has stated that this is a legitimate venue for complaints. It is the name calling that doesn't make it on these forums. After making phone contact and trying to work it out this is as good a place as any. You shouldn't have to jump through hoops to get help. I don't understand why so many people here defend poor customer service. The managers of the Store (Lanes) need to know these things if they are going to improve service. I'd rather see someone complain of poor service rather than giving up and never doing business with the Store again. There are a lot of options out there in web land to buy from. There is one person on this forum that basicly(sp) says 'if you don't like it here then don't come here'. He is the same guy that is always begging the Lanes for sales and discount codes. Currently the Store personnel are extremely overwhelmed with the merger of Shelby Performance Products and Shelby Store. New people are coming on board and need to be trained. As a manager I would rather hear the complaints than loose customers. Being new here you didn't know the options open to you, nor did I when I vented awhile back. Hope the above posts have helped for future use. I would suggest that a sticky thread be added to this forum giving people with problems the names, numbers, and emails of the persons to contact if a member is not satisfied with the response he/she gets. That may make for better customer service in the long run. Greg Link to comment Share on other sites More sharing options...
SGT/SC2873 Posted January 29, 2010 Report Share Posted January 29, 2010 I don't understand why so many people here defend poor customer service. Greg, I don't see anyone on this thread defending poor customer service. All I see is folks who are giving him suggestions on how best to work this out. Calling out folks by name and then calling them idiots, now that is crossing the line. JMO Craig Link to comment Share on other sites More sharing options...
motorcycle4 Posted January 29, 2010 Report Share Posted January 29, 2010 shelby store ,team shelby and shelby performance parts have all been excellent... shelby merchandise has been down right terrible .. they claim they are separate and sharon and robert can't do anything they are just licence vendors they are not all the same my 2 cents i think someone has them a little mixed up Link to comment Share on other sites More sharing options...
sharon Posted January 29, 2010 Report Share Posted January 29, 2010 So my girlfriend got me a pair of shelby shoes for christmas. When they arrived they were too big. Supposedly all the shoes are 1-1/2 sizes larger than normal - does that make sense to you! Supposedly this is obvious on the ordering page. Not only the above, when she phoned the customer service to swap them, they didnt want to do it, no return policy, wtf!!! The girls on the other end of the phone were unhelpful, Cassi and Candice, and were not going to swap them. Eventually they agreed and told her to write on the box. They then tried to charge her a 10% restacking fee because they couldnt resell them because my gf had written on the box. Basically Im pissed with these people and needed to vent. Has anyone else had this experience with these idiots? Shelby Merchandise and ShelbyStore.com are not the same Company. We do not run the Merchandise company. However we have some of the shoes left. If you send me the size and color that you are looking for If I have them we are happy to exhange them through the ShelbyStore.com even if you did not buy them with us, if we have the same pair. I can look into this next week. Link to comment Share on other sites More sharing options...
sharon Posted January 29, 2010 Report Share Posted January 29, 2010 Go ahead and vent Rocket. Robert Lane has stated that this is a legitimate venue for complaints. It is the name calling that doesn't make it on these forums. After making phone contact and trying to work it out this is as good a place as any. You shouldn't have to jump through hoops to get help. I don't understand why so many people here defend poor customer service. The managers of the Store (Lanes) need to know these things if they are going to improve service. I'd rather see someone complain of poor service rather than giving up and never doing business with the Store again. There are a lot of options out there in web land to buy from. There is one person on this forum that basicly(sp) says 'if you don't like it here then don't come here'. He is the same guy that is always begging the Lanes for sales and discount codes. Currently the Store personnel are extremely overwhelmed with the merger of Shelby Performance Products and Shelby Store. New people are coming on board and need to be trained. As a manager I would rather hear the complaints than loose customers. Being new here you didn't know the options open to you, nor did I when I vented awhile back. Hope the above posts have helped for future use. I would suggest that a sticky thread be added to this forum giving people with problems the names, numbers, and emails of the persons to contact if a member is not satisfied with the response he/she gets. That may make for better customer service in the long run. Greg The Shelby Merchandise Company is a licensed program that is not run by Shelby Autos or Shelby Store or Shelby Performance Parts, We can not control there customer service or return policies unfortunatly, but again I am happy to exchange the shoes through the ShelbySTore.com even though they did not buy the item with us. I just have to make sure that we have the item in stock. I will look for this on Monday as it is an item that we no longer carry. I am very sorry that you had a bad experience with them. I know that we all have times that we can improve hopefully they will come on the site and see the complaints that they are getting and work out some of there issues. Link to comment Share on other sites More sharing options...
NordicShelby Posted January 29, 2010 Report Share Posted January 29, 2010 Like always Sharon you guys run the best Ship of the fleet Link to comment Share on other sites More sharing options...
EL SHELBY Posted January 29, 2010 Report Share Posted January 29, 2010 The Shelby Merchandise Company is a licensed program that is not run by Shelby Autos or Shelby Store or Shelby Performance Parts, We can not control there customer service or return policies unfortunatly, but again I am happy to exchange the shoes through the ShelbySTore.com even though they did not buy the item with us. I just have to make sure that we have the item in stock. I will look for this on Monday as it is an item that we no longer carry. I am very sorry that you had a bad experience with them. I know that we all have times that we can improve hopefully they will come on the site and see the complaints that they are getting and work out some of there issues. Link to comment Share on other sites More sharing options...
07SGT4578 Posted January 29, 2010 Report Share Posted January 29, 2010 + 1 Atta girl Sharon Chris Link to comment Share on other sites More sharing options...
SpeedRacer Posted January 29, 2010 Report Share Posted January 29, 2010 Shelby Merchandise and ShelbyStore.com are not the same Company. We do not run the Merchandise company. However we have some of the shoes left. If you send me the size and color that you are looking for If I have them we are happy to exhange them through the ShelbyStore.com even if you did not buy them with us, if we have the same pair. I can look into this next week. Sharon, As always, you are a classy woman.... Stuart Link to comment Share on other sites More sharing options...
Alexandros Posted January 29, 2010 Report Share Posted January 29, 2010 Easy there Rocket. NO need to come on here and start calling people names! I have never had any problem with what I have purchased and even if I did, I would handle it personally with the managment at Shelby merchandise. I know you are upset but coming on here blasting like this will not help your cause. Sorry you had this problem and I hope you get it worked out to your satisfaction. Craig BTW - welcome to Team Shelby..... +1...No need for calling people names.... Rocket, Human errors happen always and as long as they get corrected with good intentions from both parties...Respect is important in life and especially on this site..... Thank you for your understanding... Link to comment Share on other sites More sharing options...
FordRocks1 Posted January 29, 2010 Report Share Posted January 29, 2010 The Shelby Merchandise Company is a licensed program that is not run by Shelby Autos or Shelby Store or Shelby Performance Parts, We can not control there customer service or return policies unfortunatly, but again I am happy to exchange the shoes through the ShelbySTore.com even though they did not buy the item with us. I just have to make sure that we have the item in stock. I will look for this on Monday as it is an item that we no longer carry. I am very sorry that you had a bad experience with them. I know that we all have times that we can improve hopefully they will come on the site and see the complaints that they are getting and work out some of there issues. Now Sharon that is what I call customer service at its best. Another reason to only buy here :happy feet: Link to comment Share on other sites More sharing options...
robertlane Posted January 29, 2010 Report Share Posted January 29, 2010 So my girlfriend got me a pair of shelby shoes for christmas. When they arrived they were too big. Supposedly all the shoes are 1-1/2 sizes larger than normal - does that make sense to you! Supposedly this is obvious on the ordering page. Not only the above, when she phoned the customer service to swap them, they didnt want to do it, no return policy, wtf!!! The girls on the other end of the phone were unhelpful, Cassi and Candice, and were not going to swap them. Eventually they agreed and told her to write on the box. They then tried to charge her a 10% restacking fee because they couldnt resell them because my gf had written on the box. Basically Im pissed with these people and needed to vent. Has anyone else had this experience with these idiots? Scott, There is some confusion here: The ShelbyStore.com and ShelbyPerformanceParts.com have merged into one entity and is 100% part of Shelby American. CarrollShelbyMerchanise.com is separate and not part of Shelby American. At any rate, we'll handle Shelby customer service whenever we can, regardless of where your purchase was made. Please call Tim at 702.405.3500 and he'll make it right. If we have the item(s) you need, we'll swap it out. Our job at ShelbyPerformanceParts is to make it right. And, we don't charge any restocking fees or anything like that. Link to comment Share on other sites More sharing options...
PaulW Posted January 29, 2010 Report Share Posted January 29, 2010 I am happy to exchange the shoes through the ShelbySTore.com even though they did not buy the item with us. I just have to make sure that we have the item in stock. I will look for this on Monday as it is an item that we no longer carry. This is best in class service and is what will set Shelby apart from any other competitors. I really don't mind paying a few extra bucks if the product and service is top notch. Link to comment Share on other sites More sharing options...
Scott Rocket Posted February 3, 2010 Author Report Share Posted February 3, 2010 Sharon and Robert, Thanks for the clarifications and your kind offers, it is extremely appreciated and some rather good info. Link to comment Share on other sites More sharing options...
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