I've had nothing but positive experiences with Bimmerparts up until now, but I doubt I'll be ordering from them again after this.

My aunt and uncle have a 92 325is that needs new brakes. The stealership quoted them $1100 to replace pads and rotors, I told them I could do it for $500. So I ordered all the necessary parts from Bimmerparts on the 29th of December for about $300. Since they have a warehouse in Fort Worth which I have always received shipments from, I figured it might be in by the 31st, but if not no big deal, it will definately be in before I go back to school. Wrong. My card was charged immediately after the order was placed on the 29th. I waited around until January 4th, but no package arrived. So I left to go skiing, expecting the package to be there when I returned. When it wasn't here, I finally contacted them today trying to figure out what the deal is.

Apparently they charged my card when the order came in and then sent the order off to their shipping department, but something in their system was screwed up so the order never got processed. They didn't know about the screwup, so I wasn't notified that anything was wrong. I was only told about it when I contacted them trying to figure out where my order was.

My issue with this is that my card was charged before any processing was done on the order. So when the order got lost, I had already been charged. So now I will be paying interest on that $300 charge for the 2 weeks it has been on my account. And it's too late for them to get the parts to me, since I leave for school again in 2 days. When I expressed my grievances and asked how they plan to keep me as a customer, he did nothing but try to re-explain the problem and tell me how it's the system's fault and not theirs. All in all I'm very unimpressed. :rolleyes:

Cliffs notes:
1) bimmerparts charged my credit card before the order was processed, then lost the order.
2) now it's too late for me to get the parts to do this work for my aunt and uncle, which would have brought me a little bit of much-needed income over christmas.

Maybe you should try speaking to somebody else that is higher up in the company. I'm not sure what they could do for you or what would even allay or pacify you but you could give it a shot. Also, if the guy is saying that it is the system's fault, not theirs, isn't it their job to maintain the system and make sure everything works properly? It's their system which is part of their business; they should know that an error in the system will reflect poorly on them.

Exactly. I really don't care why the system screwed up, which is all he tried to explain to me on the phone. It is their job to make sure the system is working properly. When it doesn't work, and screws someone's order up like this, in my opinion it's good business to say something other than "sorry, the system screwed up. we'll give your money back now."

Example: I ordered some brake pads from Mpact Motorsports back in September or October. I paypal'ed the money, but several weeks later still had not received anything. When I contacted them to see what was going on, I got a very nice email apologizing profusely for the error and offering a 10% discount on a future order if I should choose to forgive them and continue doing business with them. To me that was a very professional way to handle things, and I appreciated their honesty and desire to make it up to me.

If they have a warehouse in Ft. Worth do they support customer pickup? If they have a will call area perhaps you could give them another chance and just pick the parts up next time? Not to make light or back them up, I personally have never used them just asking....