Bad experience with AllOEMBMWParts.com

[MarkEChiu]

Just want to warn other memebers that the customer service is seriously lacking at AllOEMBMWParts.com. I also found the prices to be about 20% lower at PelicanParts.com (the interface isn't as nice though) I created an order of 5 parts while browsing under my model and year. After completing the order, I noticed one part was for the wrong year (I later found if you hit refresh on a page, it changes the model year you are browsing). I immediatly called support to cancel the order or change the part. They answered the phone, but told me they could only processes cancellations during "regular" business hours (6am - 3pm PST) and could only accept orders at that time. I called back the next morning promptly at 6:00am, only to have the phone system tell me they no longer provide support on the phone (even though they told me to call back) and you must use e-mail only. I noticed an e-mail confirmation of the order and they had processed the order 30 minutes before regular business hours, meaning I could not cancel it anymore. I got a reply to my email confirming I could not cancel the order, but I could return it with a 20% restocking fee.
I have included the e-mail response below. I will never do business with AllOEMBMWparts.com again. I feel that they intentionally prevented me from getting what I needed because they take their profit either way.

Mark Chiu to sales
More options 12/2/05

I did read your cancellation policy. The thing that isn't mentioned is that it is impossible to cancel an order if it is placed after 3:00pm PST because you have no staff available that can process the cancellation and the order will be processed before your stated business hours begin. You should update your policy to note that any orders processed after normal business hours cannot be cancelled since it is impossible to contact anyone to process the cancellation (similar to what is stated for weekends). This should be stated clearly before the order is placed.

You should also notify your staff that there is no phone support for anything other than ordering so customers don't waste their time waking up at 6:00am PST to call back and cancel an order only to find there is no phone support to do this.

If you figure out a way to cancel this order, I will consider ordering from you again. Your website is laid out well and easy to use. If not, there are plenty of other sites that offer the exact same service for the exact same price (I suspect most of the sites are a frontend for the same system). A lot of my forum members will also learn from my experience one way or another. You have an opportunity to write the ending to this story.

-Mark

From: [email protected] < [email protected]> Mailed-By: ec1.alloempartsinc.net

Reply-To: [email protected]
To: MarkEChiu
Date: Dec 2, 2005 7:29 AM
Subject: About Your Order #: 1835850
Reply | Reply to all | Forward | Print | Add sender to Contacts list | Trash this message | Report phishing | Show original | Message text garbled?
Sorry, it is too late to cancel your order, it has already been processed for shipment. All orders are electronically processed and forwarded to the warehouse immediately after the order is confirmed therefore, the window of opportunity to cancel an order is limited. Please review the cancellation policy on the confirmation e-mail and payment accepted e-mail.

[Jpuff]

I believe you are really dealing with Auto Parts Warehouse and I have noticed you are not the only one with this problem see BIZRATE they are running around 15% or more dissatisfaction rating misrepresentation of parts availability and extended delivery times as well as poor customer service. They don't seem to care. Although Bizrate seems to think thats OK. I got the exact same response you did, a whole lot of nothing.

[jasonf8]

http://cgi.ebay.co.uk/ws/eBayISAPI.d...MESE%3AIT&rd=1