I ordered some roof ledges for my 95 325is as well as some other items.I e-mailed about the avalibilty of the roof ledges.They responded :

Hi James, that part is back in stock now and qualifies for free ground shipping if you order $75 or more in qualifying parts. If you don't have that big of an order simply begin the order process on-line and when you get to the check out, the shipping costs and options will be available for you to review before you place the order.


Glenn Sager
Sales Adviser
www.pelicanparts.com
888-280-7799 x240

After paying in full and recieveing the smaller items I contacted them to see where the roof ledges are and they tell me it will be additional 50.00 bucks for shipping.........WTF!!!!!!!!!! I like pelican parts and the simplicty in ordering from them but this is a unexceptale way of doing buisness.

Anybody????Is it just me or is it just the way it around here???

I always call to place my orders. They screwed two orders up. I always make a fuss and get them to cover the shipping on the correct product as it is their mistake.

Anybody????Is it just me or is it just the way it around here???

I always call to place my orders. They screwed two orders up. I always make a fuss and get them to cover the shipping on the correct product as it is their mistake.

After a recent experiance, I'm ordering on the phone only vs. internet.

Give them another try, they really seem to help the bmw community. look at their helpful website.

It just seems to me if you have it in writing there is no way to mess it up.Over the phone there is no documentaion just hear say thats why I prefer doing bussiness over the internet.Do people think Im over reacting??????

i don't think you're overreacting, but from the experience i had with pelican, they're great whether you order by phone or internet. every vendor makes some mistakes, whether it be a new employee, miscommunications (90% of all shipping/shopping issues), etc.

i'm pretty sure that if you just give them a call, let them know the situation, they'll probably work with you on it.

I have ordered a significant number of parts from Pelican Parts over the internet and have never had one problem with shipped or an incorrect order. Bav Auto has always been that way too. Just another data point...

Nothing worse than Pelican Parts On June 8th 2006 I called PP directly to speak with costumer service rep and verify parts I need and their availbilty, I explained that part I needed is on the bottom of the windshield and PP super salesman sold me top and sides seal insted, I needed hood cowl cover, and I was directed to purchase windshield seal... oh well, front windshield seal was the only part delivered to me so far, I also ordered rear windshield molding, This one was back ordered and It's been few months part never came. They screwed me for $25 and lost lifetime costumer ...if you need parts go with bav auto

I'd give them the benefit of doubt and give them another chance.

Well I recieved my roof ledges to today and I only recieved only 1 and I paid the 50 buck for shipping the part came mangled and completely unusable any body have any suggestion what I should do next,

Always pay with credit card and you can dispute the charges if vendor is in the wrong. Your credit card company will reinburse you the charges until there is a settlement.I have had problems in the past and disputing the charges seems to wake them up.

Good Luck

Thanks....I can understand a mistake from time to time but this getting rediculas

My multiple internet orders with them have arrived correctly and on time.
However, a friend placed several orders with them by phone
and each arrived incorrectly. :rolleyes

I would give em a call on the mangled piece you received, I would hope
their insurance would cover a new one(along with the other piece)being
sent to you.

Hope it all works out.

pelican parts is pretty good i like shoppin with them , you should probably try talking to someone to see if you can resolve the issue. just my .02

i have ordered from PP more times than i can remember (i think i have about 100 PP stickers... the ones that come with every order) and have never had a mix up or bad transaction. if i order on Monday I can count on the part being at my door on Friday. but like any business mistakes can happen.

my advice is to go to REALOEM.COM and get the part # for everything you want to order. then either call them with the number or enter it into the search. if you do it this way then you will know if your part is 'special order' or 'back ordered' before you order them. i never trust a phone rep w/out a part number because miscommunication happens all the time. you are describing one part and the phone rep thinks about another. go figure. but regardless, buy from who you feel comfortable with...

and call up Wayne @ PP and he should straighten things out.

this is kinda sad.

I got upset and made a neg. thread about PP awhile back.

Wayne did not even respond to that thread like he hasn't so far in this one.. yet there was a postive thread recently where he did respond in it.

To be fair, there was a neg. thread about PP quite awhile back and he did respond in it to either straighten out the problem or at least apologize.

About two weeks ago I emailed Wayne DIRECTLY about my neg. experience to give him a chance to respond to my complaint or even to just simply apologize for my neg. experience... I even offered to have the mods delete my neg. thread about them..

I've yet to hear back from him. I find this very confusing because I was under the impression he was very attentive to his customers.. either good or bad. He seems to be helpful at times and his book has been anticipated by many to be printed and purchased.

I just don't get it...

Hi Blaine. I literally get about 2500 emails a day (mostly junk), and sometimes mail gets incorrectly flagged as spam. I did a search on "neg. and experience" with Google Desktop, and it popped up.

I also do not read every thread on this or the other 20 or so BMW forums, so I can't always catch what people are saying all the time.

The muffler clamp that you ordered was unfortunately out of stock. We just recently moved to a new system (so that we could offer both special order parts and regular, more common parts with FREE shipping too), and our computer systems have not been 100% updated (I've been working on finishing up the 101 book). I'm working on the new update that allows our salesreps to see inventory in realtime, just as it is displayed on the website, but unfortunately, it's not completely done yet. We would have been able to tell you right away about the stock problem, if the new system was in place. I expect this to be online within the next month or so (beta testing it right now).

I apologize for the problems with the order, and we are taking steps to improve every day. The shift to offering same day shipping and FREE shipping, *combined* with the ability to offer "dealer-only" parts has involved some pretty complex technology, with which we are still working out the bugs.

I know it doesn't mean too much, but our delivery accuracy, and delivery times have improved significantly with the new technology and the new system. Our customer satisfaction ratings are up 27.8% from last year, mostly based on our quick and accurate delivery of parts (same day shipping), combined with FREE shipping. There are still a few bugs to work out with the technology of multiple shipments, but hopefully by the end of the year, we should have everything running like a finely tuned "M" engine.

-Wayne

I ordered some roof ledges for my 95 325is as well as some other items.I e-mailed about the avalibilty of the roof ledges.They responded :

Hi James, that part is back in stock now and qualifies for free ground shipping if you order $75 or more in qualifying parts. If you don't have that big of an order simply begin the order process on-line and when you get to the check out, the shipping costs and options will be available for you to review before you place the order.


Glenn Sager
Sales Adviser
www.pelicanparts.com
888-280-7799 x240

After paying in full and recieveing the smaller items I contacted them to see where the roof ledges are and they tell me it will be additional 50.00 bucks for shipping.........WTF!!!!!!!!!! I like pelican parts and the simplicty in ordering from them but this is a unexceptale way of doing buisness.


That doesn't seem right - I think the problem with this part is that it's oversized, and FedEx & UPS wouldn't take it without some type of oversized fee. I just looked at the picture to confirm, and it appears to be about 3-4 feet long. Unfortunately, at this time, oversized items are very difficult to calculate shipping on. UPS & FedEx charge something like a 70-lb package fee for shipping an oversized parcel, even if it weighs 1 lb (as I believe this does).

Sorry about the confusion - I can't see what's going on with your order because I'm not sure what your full name is...

PM me if you would like my help...

-Wayne

Nothing worse than Pelican Parts On June 8th 2006 I called PP directly to speak with costumer service rep and verify parts I need and their availbilty, I explained that part I needed is on the bottom of the windshield and PP super salesman sold me top and sides seal insted, I needed hood cowl cover, and I was directed to purchase windshield seal... oh well, front windshield seal was the only part delivered to me so far, I also ordered rear windshield molding, This one was back ordered and It's been few months part never came. They screwed me for $25 and lost lifetime costumer ...if you need parts go with bav auto

Indeed, it can be very difficult to get parts for people when they are describing them over the phone. I know these cars inside and out, and I've made mistakes before too because what one person calls a cowl, the BMW books call a seal, etc. The German translators sometimes don't get it right. Sending a picture works well too.

If you PM me, I can look into this for you. We don't charge people when items are backordered, so I doubt that you got charged the $25 for the piece that was backordered. PM with your name and/or order number, and I'll look it up for you...

-Wayne

P.S. We offer about 100,000+ more parts than BavAuto - they just sell the common stuff. We can special order just about anything, but we don't have real-time stock access on these special orders, so sometimes items are backordered later on...

Wayne,

Thanks for your attention/concern about my experience.

I consider the issue resolved and had my thread in this forum removed.

Wyane I truley enjoy nowing there is a place like pelican parts with a great selection of stuff for my bmw. I an very frustrated with what is going on here I now have paid 50 bucks for shipping 70 + for the parts and all I have is 1 mangled piece.
1. I asked before hand and they were in stock.
2. I recieved in writing that the item was free shipping
3. Pelican Parts charged my account for the parts and never sent them.
4. I agreed to pay the $50 shipping and I got one mangled piece.

Put yyourself in my shoes these are all facts not a opinon of mine or anyone elses.I ordered from you because of your selection and a supporting vender so I trusted you with my order how can I be supportive to a company that conducts buisness in this fashion?????A mistake is made all the time and I live with it but when there are this many in one order it makes me wonder who I am dealing with.All I am doing is asking for what I have paid for in a timely maner and thats it nothing more nothing less.This matter has yet to be corrected.......What would Wayne do???????????????

Hi again. Thank you for sending me your email address, I can now accurately look up your order and see what happened here.

First off, when you placed your online order, the website specifically said that we were out of stock on the right side roof ledge, but that we could possibly try to find it at another vendor. Here's the message that pops up:

"We're sorry, we're currently out of stock in this brand. However, as an alternative, we can try to order this part from an alternative supplier."

and then it allows you to add it to your car. It adds the prefix OST- to the part number to indicate that the part may or may not be available, and we will try to find it. If you check your online order, you should see this there.

If you add this part to your cart, it displays the message:

"This part is oversized and may require additional shipping charges."

Now, I'm not sure if my catalog guys just added that message after you placed your order - I have no easy way to tell. I'll just assume that it wasn't there when you placed your order, and that we have since corrected the problem in our catalog. You can view the message here:

http://www.pelicanparts.com/cgi-bin/smart/S-mart.cgi?command=add&weight=0.56&itemid=51-13-1-977-682-M9&itemname=Roof%20Ledge%20Moulding%2C%20Right%2C%20E %33%36%20%33%32%35is%2C%20%33%31%38is%2C%20%33%32% 33is%2C%20%33%32%38is%2C%20M%33%20B%33%30%2C%20M%3 3%20B%33%32%20%32%2DDoor%20Brand%3A%20Genuine%20BM W&itemprice=35.50&itemquant=1

The roof ledge was pulled from the order because it couldn't be shipped with the rest of the items on your order. It is not normal procedure to do this, but since this item was oversized and needed additional handling charges, we pulled it from the order.

As for the part arriving damaged, I'm sorry to hear that. Can you describe the damage to me, and/or maybe take some pictures letting me know what happened, so when we send a replacement out to you, we can make sure that it doesn't happen again? It may just be that these may be one of those parts that is best to get from a dealer, as some parts are just near impossible to ship without damaging them (we have the same problem with the Porsche 911 window trim). I see from the notes on your order that the part needed a box that was 79"x12"x12".

Either way, we'll work with you to get this correct - you won't be charged for the part or the shipping if the part arrived damaged. I don't see any comments on your order profile here indicating that you talked to our Customer Service reps. We can (and do) usually work out these issues to everyone's satisfaction. The trouble is when people don't call to let us know what's going on, we can't really do much to fix the problem.

For the most part, we don't have many shipping or order problems (as evidenced by the many people who have chimed in on these threads). So far, most of the complaints have stemmed from the fact that we are trying to handle all of these weird parts - oversized and special order, etc. I did a search on a few of our competitor's sites, and none of them carry the roof ledge (BavAuto's site gave me a SQL error), so we're trying to distinguish ourselves with a better selection (and FREE shipping over $75).

I understand that we cannot be 100% perfect all the time, but I am continuously working to improve the process.

Thanks for your patience and support of Pelican Parts!

-Wayne

Wayne R. Dempsey
CEO, Pelican Parts Inc.

After looking into this further, I think that we're going to just have to refund your charges for this part and apologize for not being able to deliver it (primarily due to it's oversized nature).

I checked my other suppliers, and they are all out. They also mentioned that they have a near 50% damage rate when shipping these, so they are contemplating dropping them from the lineup as well.

I have processed a credit for the part amount to your credit card. I have also processed a credit for the $50 paid in the excess, over-sized charge. You should see these show up on your credit card statement within the next day or two.

As for getting the actual part for your car, I would suggest ordering it from the dealer at this point, while we figure out how best to ship these to our customers. At least if the dealer gets this oversized part for you, you can look at it and inspect it to make sure it's not damaged before you take possesion of it. The cost through the dealer might be a bit more though...

Thanks for your patience this,

Wayne

Wayne R. Dempsey
CEO, Pelican Parts Inc.

Just so everyone can see what FedEx did to the packgage:

As I mentioned previously, we have already credited your card, and will be filing a claim with FedEx...

-Wayne

First off, when you placed your online order, the website specifically said that we were out of stock on the right side roof ledge, but that we could possibly try to find it at another vendor. Here's the message that pops up:

"We're sorry, we're currently out of stock in this brand. However, as an alternative, we can try to order this part from an alternative supplier."

That is exactly what it said so I contacted pelican parts to see if that item was something you might be able to get and this is your reply.

Hi James, that part is back in stock now and qualifies for free ground shipping if you order $75 or more in qualifying parts. If you don't have that big of an order simply begin the order process on-line and when you get to the check out, the shipping costs and options will be available for you to review before you place the order

I followed the direction and did all the right things.In your reply you act as if I should have known better and this item would be hard to get but according to your salesmen its in stock now and you get free shipping.

Also you seem to think I put very little effort in contacting you with this problem which is not the case there are plenty of pages of emails to contradict that.

I purchased 2 roof ledges one for each side but only one came?

Hopefully you did credit my card for the other one. why was it never shipped esspecially at the rate of 50 bucks for shipping???

I checked around and by the time you add the shipping I can get them from a local dealer cheaper which is what I should have done.

Im not trying to split hairs with words but the bottom line is you didi not provide a product in which you sell and I bought...

Im not sure what the future orders will be with pelican parts it seems there may be some growing pains going on there but it really shouldnt be at the cost of customers.

Thank you for taking the time to correct this problem.Im not sure why it had to go this far with a matter that is very simple to me...

Wayne???????????????

I ordered clear corners, was quoted $36 for overnight shipping. A customer service rep then called me back to tell me that they needed an extra $50 over the cost of the $36 for overnight ship. I asked what type of shipping can I get for $36, I got a call back saying that I can get it shipped for $36. Excuse me? Your site quoted me $9.95 for standard shipping as well as $36 for overnight shipping when I placed the online order. It does not even cost $36 to ship something as big and heavy as a rim across the country. Needless to say, I cancelled the order and will never order from that place again despite being a repeat customer. Get your online quotes correct, thats all I ask, its frustrating for the consumer when they receive a call back asking to fork out more money.

I would like to let others know that Waynne at pp took care of this matter and I believe we both probaly learned a little...Its all good........Thanks for taking care of disgruntled customers like me.....

I don't understand why people start threads like this before contacting the vendor to resolve the issue. 99% of the time, threads like these would have never occured if the OP had contacted the person they were calling out. I can understand being upset about something like this, but please, before attempting to publicly defame a WELL RESPECTED vendor of this website who has had nothing but good things said about him in the past, think for a moment, and make the phone call or reply to the email rather than posting it on the internet.

I don't understand why people start threads like this before contacting the vendor to resolve the issue. 99% of the time, threads like these would have never occured if the OP had contacted the person they were calling out. I can understand being upset about something like this, but please, before attempting to publicly defame a WELL RESPECTED vendor of this website who has had nothing but good things said about him in the past, think for a moment, and make the phone call or reply to the email rather than posting it on the internet.

I understand your position on this matter when it comes to tearing into someone without trying to solve the problem you imply that that is the case that is not what happened at all.I think you should read the entire post and rethink your impression of this matter.I orderd my stuff on the 9th of last month at it was resolved yesterday