Done with Pelican Parts
Rennlist Member
Joined: Dec 2019
Posts: 133
Likes: 84
From: NoVa
I know this thread is old but I'm extremely disappointed with Pelican and also done doing business with them. I ordered a radiator for my 996.1 and received one for a 996.2 not once but TWICE!. I work in the parts business and completely understand mistakes happen that are sometimes are out of our control but when you have control over it you own your mistakes and make it a priority to get the situation resolved as quickly as possible.
My original order was placed Friday 4/19/24 @ 7am local time. Plenty of time to get it boxed and shipped out that day but for some reason it didn't ship until the following Monday 4/22//24. I didn't receive it until Friday afternoon (4/26/24) and when I went to do the job that Sunday I pulled it out of the box and immediately noticed it was the wrong one. That Monday (4/29/24) they went ahead and sent me a return shipping label and I dropped it off at a FedEx location at the end of the day. They sent out the replacement the next day (4/30/24) through 2nd day air and it arrived yesterday afternoon (5/2/24). Same one I received the first time. I noticed the aftermarket Mehle/Behr and OEM Porsche part numbers on the boxes did not match each other. I called them first thing in the morning and pointed out they're mistakes and customer service told me that they would double check the box before sending out my order. I waited all day for them to give me a RMA # so that I could ship the 2nd incorrect radiator back to them. By the time I got one, I had already left work to go home for day.
So today when FedEx came to deliver, I had the driver take my packaged radiator. I then went ahead and called Pelican to let them know it was picked up by FedEx and asked if they could send out the correct one. They told me no, not until we see that it has been scanned or shows that it has been picked up on FedEx's website. Up until this point I was understanding of the whole situation and was not negative to them in anyway. But that was the last straw. I told the customer service rep I understand your policy but YOU NEED TO MAKE AN EXCEPTION. I am now going on 2 weeks since I placed my order and I NEED my car back on the road. ( I just sold my daily so I need this car back in the meantime). She said she couldn't do anything until they see it has been picked up by FedEX. I repeated myself once more to which she said she would speak to her manager. After speaking with her manager she said they could send out my radiator but not before telling me that I would be charged for the incorrect one if it wasn't sent out within a week. I just told you it was picked up by a FedEx driver???? He probably hasn't returned to the warehouse yet that's why you don't see it scanned in.
I swear I see this "customer service" more and more everywhere nowadays. People don't have the capability to read the urgency of certain situations or have any (if it all) critical thinking skills now.
My original order was placed Friday 4/19/24 @ 7am local time. Plenty of time to get it boxed and shipped out that day but for some reason it didn't ship until the following Monday 4/22//24. I didn't receive it until Friday afternoon (4/26/24) and when I went to do the job that Sunday I pulled it out of the box and immediately noticed it was the wrong one. That Monday (4/29/24) they went ahead and sent me a return shipping label and I dropped it off at a FedEx location at the end of the day. They sent out the replacement the next day (4/30/24) through 2nd day air and it arrived yesterday afternoon (5/2/24). Same one I received the first time. I noticed the aftermarket Mehle/Behr and OEM Porsche part numbers on the boxes did not match each other. I called them first thing in the morning and pointed out they're mistakes and customer service told me that they would double check the box before sending out my order. I waited all day for them to give me a RMA # so that I could ship the 2nd incorrect radiator back to them. By the time I got one, I had already left work to go home for day.
So today when FedEx came to deliver, I had the driver take my packaged radiator. I then went ahead and called Pelican to let them know it was picked up by FedEx and asked if they could send out the correct one. They told me no, not until we see that it has been scanned or shows that it has been picked up on FedEx's website. Up until this point I was understanding of the whole situation and was not negative to them in anyway. But that was the last straw. I told the customer service rep I understand your policy but YOU NEED TO MAKE AN EXCEPTION. I am now going on 2 weeks since I placed my order and I NEED my car back on the road. ( I just sold my daily so I need this car back in the meantime). She said she couldn't do anything until they see it has been picked up by FedEX. I repeated myself once more to which she said she would speak to her manager. After speaking with her manager she said they could send out my radiator but not before telling me that I would be charged for the incorrect one if it wasn't sent out within a week. I just told you it was picked up by a FedEx driver???? He probably hasn't returned to the warehouse yet that's why you don't see it scanned in.
I swear I see this "customer service" more and more everywhere nowadays. People don't have the capability to read the urgency of certain situations or have any (if it all) critical thinking skills now.
Team Owner
Joined: Aug 2005
Posts: 28,512
Likes: 1,643
From: Cambridge Ontario Canada
I know this thread is old but I'm extremely disappointed with Pelican and also done doing business with them. I ordered a radiator for my 996.1 and received one for a 996.2 not once but TWICE!. I work in the parts business and completely understand mistakes happen that are sometimes are out of our control but when you have control over it you own your mistakes and make it a priority to get the situation resolved as quickly as possible.
My original order was placed Friday 4/19/24 @ 7am local time. Plenty of time to get it boxed and shipped out that day but for some reason it didn't ship until the following Monday 4/22//24. I didn't receive it until Friday afternoon (4/26/24) and when I went to do the job that Sunday I pulled it out of the box and immediately noticed it was the wrong one. That Monday (4/29/24) they went ahead and sent me a return shipping label and I dropped it off at a FedEx location at the end of the day. They sent out the replacement the next day (4/30/24) through 2nd day air and it arrived yesterday afternoon (5/2/24). Same one I received the first time. I noticed the aftermarket Mehle/Behr and OEM Porsche part numbers on the boxes did not match each other. I called them first thing in the morning and pointed out they're mistakes and customer service told me that they would double check the box before sending out my order. I waited all day for them to give me a RMA # so that I could ship the 2nd incorrect radiator back to them. By the time I got one, I had already left work to go home for day.
So today when FedEx came to deliver, I had the driver take my packaged radiator. I then went ahead and called Pelican to let them know it was picked up by FedEx and asked if they could send out the correct one. They told me no, not until we see that it has been scanned or shows that it has been picked up on FedEx's website. Up until this point I was understanding of the whole situation and was not negative to them in anyway. But that was the last straw. I told the customer service rep I understand your policy but YOU NEED TO MAKE AN EXCEPTION. I am now going on 2 weeks since I placed my order and I NEED my car back on the road. ( I just sold my daily so I need this car back in the meantime). She said she couldn't do anything until they see it has been picked up by FedEX. I repeated myself once more to which she said she would speak to her manager. After speaking with her manager she said they could send out my radiator but not before telling me that I would be charged for the incorrect one if it wasn't sent out within a week. I just told you it was picked up by a FedEx driver???? He probably hasn't returned to the warehouse yet that's why you don't see it scanned in.
I swear I see this "customer service" more and more everywhere nowadays. People don't have the capability to read the urgency of certain situations or have any (if it all) critical thinking skills now.
My original order was placed Friday 4/19/24 @ 7am local time. Plenty of time to get it boxed and shipped out that day but for some reason it didn't ship until the following Monday 4/22//24. I didn't receive it until Friday afternoon (4/26/24) and when I went to do the job that Sunday I pulled it out of the box and immediately noticed it was the wrong one. That Monday (4/29/24) they went ahead and sent me a return shipping label and I dropped it off at a FedEx location at the end of the day. They sent out the replacement the next day (4/30/24) through 2nd day air and it arrived yesterday afternoon (5/2/24). Same one I received the first time. I noticed the aftermarket Mehle/Behr and OEM Porsche part numbers on the boxes did not match each other. I called them first thing in the morning and pointed out they're mistakes and customer service told me that they would double check the box before sending out my order. I waited all day for them to give me a RMA # so that I could ship the 2nd incorrect radiator back to them. By the time I got one, I had already left work to go home for day.
So today when FedEx came to deliver, I had the driver take my packaged radiator. I then went ahead and called Pelican to let them know it was picked up by FedEx and asked if they could send out the correct one. They told me no, not until we see that it has been scanned or shows that it has been picked up on FedEx's website. Up until this point I was understanding of the whole situation and was not negative to them in anyway. But that was the last straw. I told the customer service rep I understand your policy but YOU NEED TO MAKE AN EXCEPTION. I am now going on 2 weeks since I placed my order and I NEED my car back on the road. ( I just sold my daily so I need this car back in the meantime). She said she couldn't do anything until they see it has been picked up by FedEX. I repeated myself once more to which she said she would speak to her manager. After speaking with her manager she said they could send out my radiator but not before telling me that I would be charged for the incorrect one if it wasn't sent out within a week. I just told you it was picked up by a FedEx driver???? He probably hasn't returned to the warehouse yet that's why you don't see it scanned in.
I swear I see this "customer service" more and more everywhere nowadays. People don't have the capability to read the urgency of certain situations or have any (if it all) critical thinking skills now.
Okay this is probably not what you want to hear as you are obviously upset but here goes ...
Ordering at 7:00am and expecting it shipped out same day is unreasonable and likely very inefficient, these people keep your costs down be being as efficient as humanly possible with no exceptions. If you are in the parts warehouse business you know this. All parts ordered are batched ... then sent to the floor , then over night for next day they pull all the parts needed for that days shipment. Whatever the process is , shipped out the next day .. is pretty damn good.
Then it is 7 days shipping usually , so i'm surprised ordering on Friday and shipping out on Monday , you got it the following Friday. I would have expected it the following Monday or even Tuesday and been okay with it ...
Then you didn't take it out of the box and inspect it immediately ... Maybe you are right to expect the right one when you pulled it out of the box, but those with experience with parts warehouses inspect immediately.. Im sure this surprise added to your frustration..
The rest is just their standard work they have to stick to. This is the price of working with discount parts warehouses. I'm sure there have been many frauds and thefts and employees have no latitude in inventing their own process
I'm not saying this is right, but this is the way of the world now .. its the Japanese approach to Standard work. no exceptions.
No one is allowed to go off the reservation and do anything different.
I learned the same lesson you did and just either put up with it .. or go to Porsche and get my parts.
you always have a choice.
Last edited by theiceman; May 3, 2024 at 05:48 PM.
Rennlist Member
Joined: Dec 2019
Posts: 133
Likes: 84
From: NoVa
Oddly enough I have been using ECS Tuning for over 10 years have never had any issues with them, not once. If it takes 2 days to ship then why do they tell you it will ship same day if you order by X time?
I just ordered some parts from ECS today at 2PM and they have already shipped it and provided me with a tracking number.
I did inspect it as soon as it arrived but only checked for damage as the box it arrived in was a little beat up. I had not yet taken my car apart at that time so I did not have my old radiator for reference. It wasn't until I took my car apart and pulled the radiator off that I was able to confirm it was incorrect. Like I said I know mistakes happen outside our control but the sense of urgency leaves a lot to be desired.
I just ordered some parts from ECS today at 2PM and they have already shipped it and provided me with a tracking number.
I did inspect it as soon as it arrived but only checked for damage as the box it arrived in was a little beat up. I had not yet taken my car apart at that time so I did not have my old radiator for reference. It wasn't until I took my car apart and pulled the radiator off that I was able to confirm it was incorrect. Like I said I know mistakes happen outside our control but the sense of urgency leaves a lot to be desired.
Team Owner
Joined: Aug 2005
Posts: 28,512
Likes: 1,643
From: Cambridge Ontario Canada
Oddly enough I have been using ECS Tuning for over 10 years have never had any issues with them, not once. If it takes 2 days to ship then why do they tell you it will ship same day if you order by X time?
I just ordered some parts from ECS today at 2PM and they have already shipped it and provided me with a tracking number.
I did inspect it as soon as it arrived but only checked for damage as the box it arrived in was a little beat up. I had not yet taken my car apart at that time so I did not have my old radiator for reference. It wasn't until I took my car apart and pulled the radiator off that I was able to confirm it was incorrect. Like I said I know mistakes happen outside our control but the sense of urgency leaves a lot to be desired.
I just ordered some parts from ECS today at 2PM and they have already shipped it and provided me with a tracking number.
I did inspect it as soon as it arrived but only checked for damage as the box it arrived in was a little beat up. I had not yet taken my car apart at that time so I did not have my old radiator for reference. It wasn't until I took my car apart and pulled the radiator off that I was able to confirm it was incorrect. Like I said I know mistakes happen outside our control but the sense of urgency leaves a lot to be desired.
Instructor
Joined: Jan 2024
Posts: 227
Likes: 10
From: New York
In the last 4 months, I ordered parts from at least 5 or 6 sellers and so far
#1
Autohausaz is the winner:
- fast online return, they also pay the cost of the return if they sent the wrong parts or they don't fit
- cheaper prices, sometimes 30% or more difference, I just bought an apron for $389, listed on Pelican for $600
#2
I also liked FCP Euro, they are super fast bot shipping and answering, but for some reason, they don't carry a lot of parts for 911, other
#3
https://www.fvd.net/ also good and cheaper. even when they send parts form Germany they send it first to their warehouse in Florida so you don't have problem with customs etc. super fast both shop and customer service
The only advantage of Pelicans is that, SOMETIMES, they have parts that nobody carries anymore. but that's it.
Pelican return process with the PDF is so obsolete... what an headache, and they have the courage to make you pay for shipping back when even it;s their fault of sending the wrong part or the inability to cancel on time the order.
#1
Autohausaz is the winner:
- fast online return, they also pay the cost of the return if they sent the wrong parts or they don't fit
- cheaper prices, sometimes 30% or more difference, I just bought an apron for $389, listed on Pelican for $600
#2
I also liked FCP Euro, they are super fast bot shipping and answering, but for some reason, they don't carry a lot of parts for 911, other
#3
https://www.fvd.net/ also good and cheaper. even when they send parts form Germany they send it first to their warehouse in Florida so you don't have problem with customs etc. super fast both shop and customer service
The only advantage of Pelicans is that, SOMETIMES, they have parts that nobody carries anymore. but that's it.
Pelican return process with the PDF is so obsolete... what an headache, and they have the courage to make you pay for shipping back when even it;s their fault of sending the wrong part or the inability to cancel on time the order.
Basic Sponsor
Rennlist
Site Sponsor
Rennlist
Site Sponsor
Joined: May 2001
Posts: 4,031
Likes: 37
Hi FLTWRLD996,
I sent you a PM to try to get more info regarding the situation so we may attempt to remedy the problem as best we can.
If anyone runs into an issue with their order you are more than welcome to message me directly with your order number and I will happily pass along the info to our customer service department to investigate.
Thank you
-Matt
Pelican Parts
I sent you a PM to try to get more info regarding the situation so we may attempt to remedy the problem as best we can.
If anyone runs into an issue with their order you are more than welcome to message me directly with your order number and I will happily pass along the info to our customer service department to investigate.
Thank you
-Matt
Pelican Parts
__________________
Your Trusted Source For DIY and Parts
FREE SHIPPING over $99 click here
Porsche Parts | DIY Tech Articles | Facebook | Twitter | Instagram | YouTube | Promos
888.280.7799 | 6am - 5pm PST
FREE SHIPPING over $99 click here
Porsche Parts | DIY Tech Articles | Facebook | Twitter | Instagram | YouTube | Promos
888.280.7799 | 6am - 5pm PST
Former Vendor
Joined: Jul 2020
Posts: 886
Likes: 238
we have been selling Porsche parts only since 1978, started with the 914 to make our mark, the branched out so sell parts for all porsches. We have a very close relationship with the factory, have PCNA here in atlanta as well as four drop ship importer warehouses and really go the extra measure to find "stuff" that is unavailable. PLUS we give tech advice over the phone! Give us a try, call Sean Traywick at 770 427 2844
Rennlist Stories
The Best Porsche Posts for Porsche Enthusiasts
Porsche Celebrates 75 Years in the UK With Special Manual 911 GT3
Verdad Gallardo
Porsche Taycan Gets 'Engaging' Updates For 2027: 9 Things to Know
Verdad Gallardo
7 Porsche Models That Have Aged Like Fine Wine
Verdad Gallardo
Stunning Porsche 356A Super GT Speedster Auction Fails to Meet Reserve
Verdad Gallardo
Every Era of 911 Owner Explained in One Sentence
Verdad Gallardo
Thinking of Buying a Porsche? Do These 10 Things First
Joe Kucinski
Pixar Pals Turned Into 1-of-1 Porsches!
Michael S. Palmer
Theon Goes Full Carbon Fiber With Stunning New Build
Verdad Gallardo
Genius Porsche-Themed Gifts That'll Make Any Dad or Grad Smile
Joe Kucinski
Rennlist Member
Joined: Dec 2019
Posts: 133
Likes: 84
From: NoVa
So I got a PM from Matt at Pelican here the other day, apologizing for what happened and wanting to make things right. I also even got a call from the director of operations later that day just as I was finishing the radiator install. I was not expecting that at all. We talked about what happened and he apologized again for the whole situation and gave me his personal contact info as well as the CS managers contact as well. I told him that I was not upset about getting the wrong part twice just frustrated how it was handled. Funny how one bad apple can ruin it for the whole team. All the team members I had dealt with up until the last one were actually very helpful. So I do appreciate Pelican reaching out to me to try and make things right, so they are not off my list for sourcing parts in the future.
I have heard a lot of negative things about ECS but again I have never actually had any problems with them. And I have been using them since some time around 2009.
Delaware Porsche is a good source for tax free parts but their shipping cost can be ridiculous depending on what you need. $200+ for shipping a coolant reservoir???
I have heard a lot of negative things about ECS but again I have never actually had any problems with them. And I have been using them since some time around 2009.
Delaware Porsche is a good source for tax free parts but their shipping cost can be ridiculous depending on what you need. $200+ for shipping a coolant reservoir???