Burning Blue Star IV Posted July 27, 2010 Report Share Posted July 27, 2010 Our top priority at SPP is to make sure that your shopping experience with us was a positive one. From browsing our website to speaking with us over the phone - our prices, to receiving your order, we want to know the good as well as the bad. We ask that you PLEASE take the time to open a topic detailing your experience with us. We actively read the forums and greatly appreciate your comments, suggestions and opinions. Since no one else has posted a review of the Shelby Store in nearly 7 days since the sticky was posted - I will do it. I'm not looking for a debate with other forum members on this review. So I would appreciate comments from the store staff only. This is based on my recent purchase from the Shelby store. I'll rate a lot of aspects of the entire experience on a scale of 1 to 4: 1 = Poor 2 = Satisfactory 3 = Good 4 = Outstanding Ease of finding what you're looking for - 4 (Online store layout relatively easy to navigate and easy to find things) Overall look and design of store - 4 (Pleasant experience and appealing) Selection of products - 3 (Good selection of a wide variety of Shelby related items) Clarity of product information - 3 (detailed descriptions of most items on site - however a few things need to be clearer) Availability of product you wanted - 2 (some items are never in stock, but listed all the time on the site) Prices relative to other online merchants - 1 (Extremely high prices on most things - looks to be full retail prices on everything. Would like to buy more from the store, but I refuse to pay the inflated prices) Charges stated clearly before order submission and checkout process - 4 (Hassle free process, no complaints) Email notification and tracking - 4 (sent confirmation email and tracking number for package quickly) Shipping charges and Shipping speed - 1 (Really...7-10 days to ship an "in-stock" item? Totally ridiculous in this day and age. Most places offer two day shipping for the price of this standard shipping that the store charges - shipping should be free if it takes 7-10 days) Packing of item - 1 (Shipped in product box only. Not protected at all. Product was loose in box and not secure with packing materials to prevent damage in transit) Condition of item - 1 (Item appears to have been used already and had numerous scratches and defects as if it was dropped and or installed in a car already. I would classify the part as being in scratch and dent/used/take off condition and nowhere near "new". Customer support - 1 (Should actually be a "0" since there was none. I sent two messages to two of the staff members and received no response from either. One message was sent 22 days ago and the other was sent 11 days ago.) Would shop here again - 2 (Would rather spend money elsewhere and get better quality for less money and deal with a helpful staff that answers questions in a timely manner) Recommend Merchant to others - 1 (due to all the negatives of the overall experience - can't say that I'd feel comfortable recommending it to others) Link to comment Share on other sites More sharing options...
sharon Posted July 27, 2010 Report Share Posted July 27, 2010 You can email me with your order number so that I can look into this. I believe that we have already talked to you about some of these issues. But I want to make sure. We want to know about problems so that we can take care of them. So please email me your invoice number so that I can take care of the issues. Sharone@shelbyautos.com Link to comment Share on other sites More sharing options...
Burning Blue Star IV Posted July 27, 2010 Author Report Share Posted July 27, 2010 You can email me with your order number so that I can look into this. I believe that we have already talked to you about some of these issues. But I want to make sure. We want to know about problems so that we can take care of them. So please email me your invoice number so that I can take care of the issues. Sharone@shelbyautos.com Sharon, I have received no communication from you or Robert. So absolutely no one has talked to me about any issues. I sent you a PM on July 17th concerning the issues - as of this moment the status of that message is "Not yet read". PM Sent with order number - along with original message. Also sent copy of original message to your Email Address. Link to comment Share on other sites More sharing options...
sharon Posted July 27, 2010 Report Share Posted July 27, 2010 Sharon, I have received no communication from you or Robert. So absolutely no one has talked to me about any issues. I sent you a PM on July 17th concerning the issues - as of this moment the status of that message is "Not yet read". PM Sent with order number - along with original message. Also sent copy of original message to your Email Address. I apologize I thought someone had. Please in the future send me an email to sharone@shelbyautos.com or call the SPP number 702-405-3500 to take care of all issues this way it can be handled quickly. The PM system is not the best way to get a hold of me. I have to many forms of communication LOL Link to comment Share on other sites More sharing options...
cobra567 Posted July 28, 2010 Report Share Posted July 28, 2010 I will jump on the bandwagon on this also. I placed a sizeable order during 7/4 Sale and item says allow 3-4 weeks for delivery. Yesterday was three weeks to the day so I sent an email to Shelby Store with the response that the company was overwhelmed and my order won't be availabe for six weeks. Well thanks for letting me know as I was planning on the upgrade for the So Cal TS weekend track session. Without my inquiry Shelby provided no follow up. Poor customer service. Additionally I can't understand why my cc would be charged when the product is not shipping for six weeks. Not one other vendor has this practice. SStore woud be bottom quartile of all vendors customer service that I have dealt with. Link to comment Share on other sites More sharing options...
HARALD KELLEY Posted July 29, 2010 Report Share Posted July 29, 2010 I think most TS member know, but I will share a bit of advice for those new members: Do not PM for order info. Staff has always requested email. Just an FYI that may help in getting your inquiry. This was a lesson learned by me. Link to comment Share on other sites More sharing options...
robertlane Posted July 29, 2010 Report Share Posted July 29, 2010 I think most TS member know, but I will share a bit of advice for those new members: Do not PM for order info. Staff has always requested email. Just an FYI that may help in getting your inquiry. This was a lesson learned by me. Thanks to everyone who was posted with a problem. It helps us to find out where we are weak and need improvement. We have turned off PMs since calling us and e-mails work the best. PLEASE try to include your invoice number when posting a topic, etc. This will help us resolve the issue further. Link to comment Share on other sites More sharing options...
sharon Posted July 29, 2010 Report Share Posted July 29, 2010 I will jump on the bandwagon on this also. I placed a sizeable order during 7/4 Sale and item says allow 3-4 weeks for delivery. Yesterday was three weeks to the day so I sent an email to Shelby Store with the response that the company was overwhelmed and my order won't be availabe for six weeks. Well thanks for letting me know as I was planning on the upgrade for the So Cal TS weekend track session. Without my inquiry Shelby provided no follow up. Poor customer service. Additionally I can't understand why my cc would be charged when the product is not shipping for six weeks. Not one other vendor has this practice. SStore woud be bottom quartile of all vendors customer service that I have dealt with. If you give me your Invoice number I can look into what happened. Did you get any of your order? Was it one item on back order or more? I am sorry about the delay, I would really like to help to see what we can do. It may be one vendor, this way I can see where the problem lies. Also if something goes on back order you should receive an email of notification of this. Do you get this? Link to comment Share on other sites More sharing options...
Burning Blue Star IV Posted July 29, 2010 Author Report Share Posted July 29, 2010 Please in the future send me an email to sharone@shelbyautos.com or call the SPP number 702-405-3500 to take care of all issues this way it can be handled quickly. Just wanted to publicly thank you Sharon for taking care of my issues. You were very nice and pleasant to deal with in the past couple days. Link to comment Share on other sites More sharing options...
cobra567 Posted July 29, 2010 Report Share Posted July 29, 2010 If you give me your Invoice number I can look into what happened. Did you get any of your order? Was it one item on back order or more? I am sorry about the delay, I would really like to help to see what we can do. It may be one vendor, this way I can see where the problem lies. Also if something goes on back order you should receive an email of notification of this. Do you get this? Thanks Sharon.... Invoice number is 14895 and I did not receive any type of e-mail notification that the items were on back order. Link to comment Share on other sites More sharing options...
vapor08GT500 Posted July 29, 2010 Report Share Posted July 29, 2010 I would like to point out that since Robert and Sharon have taken over the Shelby Store, I have noticed a huge improvement. HUGE!! Last year almost every order I placed would get messed up somehow, now I usually have parts the next day, with very few problems. There was a point in time last year that I stopped pushing Shelby parts as there were just too many problems to get parts, and when you would get them, eventually, there would be something wrong, missing, damaged, etc. I usually place several orders per week with Juan for parts for my own Shelby's and for customers and he has been top notch. It is not easy running a large company with many employees and parts from so many manufacturers and still manage to have things run as smooth as it has been lately. Thank you Robert, Sharon, and Juan for all the hard work to make things better!!! Alex Link to comment Share on other sites More sharing options...
sharon Posted July 29, 2010 Report Share Posted July 29, 2010 Thanks Sharon.... Invoice number is 14895 and I did not receive any type of e-mail notification that the items were on back order. these items where originally taking 2-4 weeks closer to 4 weeks. With the Fourth of July sale we overwhelemed our Vendor they are taking now 4-6 weeks. I have changed the time on the site. I have also called the company to see where yours is in line and how soon we can get it out. I also sent you an email. Sharon Link to comment Share on other sites More sharing options...
breoland Posted July 30, 2010 Report Share Posted July 30, 2010 I have ordered parts as well from the july forth sale. I am not happy at all. I ordered the panhard bar and brace and relocation brackets. I was told that these pieces are made to order and will take 4 to 6 weeks. we all know that these are bmr products and they are on shelves everywhere. I also ordered a set of swaybars, the ford racing ones. they told me that it takes 3 to 5 days to ship...thinking that these would be at my door in five days latest. I had it wrong it takes them five days to get it out of there door. Very POOR if you ask me. They charged my credit card from the very first day. Now get this. they were doing a pro mo if you sign up with the shelby meber club for fifty bucks, you get 10 percent off on your order and free shipping over 350 . I ordered it 2 days before the pro mo and they wouldnt let me get the deal. The kicker...READY, the parts didnt ship out until while the promotion was going on. so I didnt get 10 percent off, i didnt become a member and i just got the shipment yesterday and the best they could do was credit my shipping to a future purchase. To top it all off they said the shipment was sent out on the 21st of july but in reality that was when they sent the paper work and it was right after I had emailed them. the shipment wasnt picked up until the 22nd from thier place What you guys need to do is give a tracking number with the purchase and get it out right away. other vendors do it and they are more receptive to when things go on sale and tend to give you the benefit Link to comment Share on other sites More sharing options...
FormerGmc Posted July 30, 2010 Report Share Posted July 30, 2010 I ordered the driveshaft, the radiator, and heat exchanger on July 5th.(Monday) The D/S was delivered to my door on Saturday the 10th. I thought 5 days order to delivery was excellent! I knew when I ordered that the delivery for the radiator and heat exchanger would be longer than the time listed as it was clear from reading the forums that they were selling a bunch of these and there wouldn't be that many sitting on shelves so there is no complaint there as I saved $350 with the sale! The $350 saving is clearly noted on the invoice. And yes, to me it was a real saving as I went to other familiar sites and added the same items to my basket to compare. My only comment would be that credit card should not be charged till the item ships. That said, I'm not sure what the logistics would be for the store since some of the items ship from the manufacturer, For me, on this sale, I'm thinking the store is doing a good job! Link to comment Share on other sites More sharing options...
sincitykid Posted August 3, 2010 Report Share Posted August 3, 2010 Hey guys Thanks for the good and the negative comments. The feedback really helps us to know what areas need improvement. If there are any inquiries about specific orders, please don't hesitate to contact me via email or phone. We are constantly seeking new ways to improve our service, and while progress never comes overnight, we are always working on it. Thanks again guys! Link to comment Share on other sites More sharing options...
Grunnsetning Posted August 4, 2010 Report Share Posted August 4, 2010 I "heard" my order, placed on July 6th (I saw where it said 2-4 weeks delivery so I was expecting a little of a wait) will not ship until around the week of August 22nd. 7 weeks? really? Link to comment Share on other sites More sharing options...
sherpa Posted August 4, 2010 Report Share Posted August 4, 2010 in today's world . . . . instant gratification, answer on demand and etc. . . . . . you have to have infrastructure, technology and most of all, u have to have employees that lives in that world. its a lot of investment for a company but are there enough revenue to justify the upgrade? if u say hey upgrade and u'll get more business . . . . . easy to say but tons of risk for the company. i personally aint too upset bout SPP or Scott Drake's customer service woes, cause at the end of the day, i can always go elsewhere. but if i really need the exclusive "shelby gt500" kb or anykind of those stuff, then i am at their mercy :-) and will just wait lol Link to comment Share on other sites More sharing options...
08spersnake Posted March 23, 2018 Report Share Posted March 23, 2018 wow no reviews on here in 8 years I would rate my customer service this time around as a zero if it was available there was no communication what so ever with my order even after sending several emails,then I called was told I would receive yet another email when my order shipped which I didnt, finally got my shipment 20 days after placing the order which is fine I suppose but upon opening one package I notice it isnt even what I ordered and have once again sent out an email and once again have not seen any reply. I dont mind spending good money on stuff I want or like but when I do I expect the customer service to go along with it Link to comment Share on other sites More sharing options...
andrewnagle1964 Posted March 23, 2018 Report Share Posted March 23, 2018 I only shop at the Shelby Store if the part isn't available elsewhere, could be an East Coast West Coast thing. I order, than wait and it always has shown up. Definitely not the Amazon experience but that is not my expectation Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.