Bob Springer

Has anybody else had problems with Performance Products? I just bought 4 items from them, paid to have it shipped 2 day air and the invoice was correct but one of the items was missing and I got another item that I hadn't ordered. When I called them up to tell them, they told me they didn't have the item I needed in stock and it would be two weeks. I told them to just credit back my account but the guy told me he wouldn't credit it back until I sent back the item they had mistakenly sent me. I told him that, that didn't make any sense since it was their mistake and I think it is unfair that I've paid for a part I've never received and he is unwilling to credit my account back. I'm now unable to finish the job I'm in the middle of because I didn't get all the parts I ordered. Why should I trust that when I send back this part I didn't order that they will then credit back my account? I told the guy that I have about 2K worth of stuff yet to buy and I'm not going to deal with them if this is the way they treat their customers. He couldn't have cared less. Anyway I'll be dealing with Pelican from now on as I have had no problems with them and they are willing to match anybody elses price.

Howard

I have bought parts from both Pelican and Performance and I have to say that both are first class. Never a problem with either, prompt delivery and exchanges with no hassle.
No affiliation....just a satisfied customer.

Bill Gregory

Springer,

I've dealt with Performance, Pelican, Paragon Products, and many others. I've never had a problem with Performance, and I've returned goods to them and received a prompt credit.

Unless I misunderstood your post, if you are asking them to credit your account for the part mistakingly shipped without your returning it (or before you return it), that's unreasonable on your part. They should issue a UPS or Fedex call tag to pick the wrong part up and ship it back at their expense. When they receive it, they should credit your card. Standard practice is to credit a return when the vendor has the merchandise back in their hands.

pbs911

I have purchased from both and have been satified. It does make sence that he won't credit your card until he receives the part back, but not that he will credit your card for the part that they do nto have in stock. It sounds like they have drop shipment on parts they do not stock and have been charged for the part which they have contracted with someone else to supply and deliver. They won't get a credit until they return the part. That said, I did return a part to Perf Prod that I was never creditied for, e3ven after placing another order. It was a $15 dollar part so it wasn't worth my time to fight.

Randall G.

Used Performance often in the past, never a problem. In particular, I once ordered a left-rear valence panel that I wound up not using. Returned it within 30 days of receipt per their policy, no problem on the refund.

Bob Springer

Well, sounds like the general concensus is I'm in the wrong but I'd have to say I prefer Pelican anyway. I've ordered quite a bit from them and never had any problems. Plus I think there website is among the best, clear layout, easy to find the right parts, good pictures. Thanks for the feedback.

Rick Lee

Something like this happened to me with Pelican, but had a much better ending. I ordered some small stuff and it just never arrived. That was during the anthrax scare and I use my office address in DC for car parts deliveries. I called them up. They said they had shipped and didn't know why the parts hadn't arrived. I waited about 2 mos., called back and they said they'd ship me another package at no charge and asked that send the first one back, if it ever showed up. A few months later, the first package showed up, probably having been irradiated in OH. So I mailed it back to Pelican. They probably wouldn't have done that with a clutch kit or something pricey. But this was around $16 worth of stuff. Not to stir another fire, but PartWerks has even credited me for a return before they received it back from me. It may just depend on the size and volume of the business.

JBrown

if you do not want to pay to ship it back have them issue you a call tag. that means ups just comes and picks the piece up at there exspence. then when they get it they sould credit your card. if they don't just call up your credit card company and dispute the idem.

bds1

My only problem with performance is that their sale is very "selective" and doesn't seem to apply to stuff I need!

I feel guilty when I even think about ordering from anywhere but pelican with their great tech online info.

Walt

I have found Performance to have the best return policy in the business. No questions asked, no restocking fee and prompt credit.

Jim Sims

I've never had a problem with them; returns, missing items and replacements for items damaged in shipping were all promptly rectified and credit given as required. Last summer, while on vacation, I lost my alternator ('76 911S) near Blackfoot, Idaho and I called Performance Products at 1 pm that day. The next day, at 11 am, I had the replacement in hand including a comprehensive upgrade kit (new hub extension, resistor for alternator light, clips to mount resistor, dished washer and alternator shaft nut). I was giving my wife's Uncle a thrill roaring around the Interstate on-ramp at 3 pm. Parts for a 25 year old German sports car out to the dark fields of the Republic in less than 24 hours; that's service! The next day we were in Yellowstone. Cheers, Jim

JPIII

My wife bought me "something" from PP.
She paid for 2 day delivery so it would be here for our 30th anniversary....that was April 22......nada. 2 weeks later she emails them.
They *then* say it is on back order. Nice......
bunch of effin' clowns.

BTW....stil haven't got "something".

PelicanParts.com

Mistakes will happen - after all, all of us mail order houses still have humans packing the boxes and filling the orders. I've tried to implement numerous computer checks to make sure that they don't happen, but of course, I can't control it if UPS loses the package, or destroys the merchandise.

Our company policy flows down from the top. We believe that mistakes will indeed happen and are unavoidable. However, if a mistake is made, we will do what we can to rectify it. This may include shipping the correct or replacement part next day Saturday, or issuing a call tag for an incorrect delivery. Sometimes we even send a free Porsche model or keychain along as a way of saying "oops, sorry we messed up."

In this situation, we would have issued a call tag from UPS to come pick up the part at our expense. The credit would be issued when the part arrived back here. This is somewhat standard procedure, and 'protects' us from the person not sending the part back. Of course, each case is different, and for this reason, we do not have any rules or procedures that are set in stone - only guidelines that our customer reps can modify to make sure the customer is happy...

Thanks for everyone's support!

-Wayne

catuck

Performance Parts just isn't the same as Automotion used to be. The best way to get good service from them is to talk to one of the Automotion guys if there are any still there.

I ordered their SSI heat exchanger kit for my '75 911s. They sent me exchangers for an SC. I didn't realize the error until I was under the car trying to bolt them in - no fit! No problem, I called them and they sent me two more - sc heat exchangers! I returned them, and received one sc heat exchanger and one correct for my car. I called them again, and asked them to send me one correct exchanger. They wouldn't send it until they got the sc exchanger back. I could understand that they didn't want to risk having me steal a heat exchanger I couldn't use, but I was trying to get the car running in time for an Auto-x. They didn't care. Well I missed the Auto-x, but finally talked to one of the Automotion guys, and he personally made sure I finally received the correct part.

I still use Performance Parts occasionally when I can't find an o-ring in Pelican Part's web site.

I am also very happy with the service at Vertex.

Chris Tuck
'75 911s

JPIII

Follow up:

I got "something" today....a fire extinguisher.
The wife called them and asked for a refund for the 2 day shipping deal.
She got shuffled to a customer service rep....
he says..."well, we shipped it 2 day when we got it in" (or words to that effect)......keerist.
That slick talkin' sob cost them a customer.