Long story short:


Grenaded the water pump in my M3
Ordered pump from Pelican
They f-ed up and sent the WRONG pump
Called Thursday to complain, guy said he would call me back
Never called back
Called today, spent 45 min on the phone and talked to 3 people before they agreed they had sent the wrong pump
Asked for the correct pump to be overnighted
They want $29 for it
Talk to the manager, down to $10 to overnight, or $10 for ground
Fight for another 15 in another call and they finally give me free ground


So now I am 4-5 days behind on fixing the car, because they wont call me back when I call, and wont make it right by shipping it overnight. I already had to pay shipping to get it , and shipping to send it back to them, so Im out $20 on their mistake. Bastards.

I will NEVER do business with them again, and I urge you to do the same. I have tried to be very factual in this writeup. Mods, please let this thread be, Im just trying to make members aware, no slander here...

That sucks. Ive had very minor issues with them too. They sent out the wrong size belt. I said screw it and used the old one (was preventative maintenance) then went to a local store and bought the right one.

Pelican Parts has gotten too big to be reliable IMO.

It could be an example of a company's internal coordination not being as scalable as the rest of the business.

Thanks for the heads up. Becuase of this, I will never use them, but I'm an OE parts snob, so it does not apply to me.

i'm not saying they don't make mistakes, but i've been very pleased with them.

Long story short:


Grenaded the water pump in my M3
Ordered pump from Pelican
They f-ed up and sent the WRONG pump
Called Thursday to complain, guy said he would call me back
Never called back
Called today, spent 45 min on the phone and talked to 3 people before they agreed they had sent the wrong pump
Asked for the correct pump to be overnighted
They want $29 for it
Talk to the manager, down to $10 to overnight, or $10 for ground
Fight for another 15 in another call and they finally give me free ground


So now I am 4-5 days behind on fixing the car, because they wont call me back when I call, and wont make it right by shipping it overnight. I already had to pay shipping to get it , and shipping to send it back to them, so Im out $20 on their mistake. Bastards.

I will NEVER do business with them again, and I urge you to do the same. I have tried to be very factual in this writeup. Mods, please let this thread be, Im just trying to make members aware, no slander here...

That's bullshit. No way in hell should they be making you pay a cent beyond your original cost to get it (not ship is back) at the VERY least. WOW. Call and bitch until you're satisfied, and if they won't make it right, go to the next level up.... etc etc.

Send a message to Wayne Dempsey( the owner), if you are not getting the support you deserve. There will be problems once in a while with any company, it is what they do to correct it that is important. I have had some issues with a particular part from Pelican and had to contact Wayne to resolve it. I have used Pelican for most of my parts needs for my Porsche and I will continue to do so. They have a good rep in the Porsche community for always trying to do what is right if there was a problem. If the facts are exactly as you state then I would continue to pursue the issue until you are satisfied.

Matt

never had a problem with them either. I thought they stocked OEM parts too.

Send a message to Wayne Dempsey( the owner), if you are not getting the support you deserve. There will be problems once in a while with any company, it is what they do to correct it that is important. I have had some issues with a particular part from Pelican and had to contact Wayne to resolve it. I have used Pelican for most of my parts needs for my Porsche and I will continue to do so. They have a good rep in the Porsche community for always trying to do what is right if there was a problem. If the facts are exactly as you state then I would continue to pursue the issue until you are satisfied.

Matt

Matt - you have a email or contact number? They wouldnt let me above the customer service person, and I tried.

I have found that a good way to bypass customer service is to go to the bbb website, and find a number straihgt to the front desk. It makes big business into a smaller business type feel:D.

Works great with credit card companies too.

Why would they charge you anything for shipping when they sent you the wrong part? That's absurd!

From what I've seen (been to their bldg in El Segundo) they are a small company with two or three people in the office.
The bldg is almost non-descript. Without an address, easy to miss.
They would have sent me the wrong parts too, but I was there to make sure the order was corrected before leaving.
Nontheless, they are a good alternative to the stealer.
They just don't carry everything so sometimes you have no choice.

That sucks, I like Pelican's pricing but posts like this one make me think twice.

Hi Folks.

- Jason, first of all, you were not charged for shipping for the part on your original order.

- The original pump was shipped to your address and arrived on August 21st. The replacement part was sent out to you from San Francisco, CA to Palo Alto, CA via Ground delivery, which is one day, the same exact time as overnight. Sending overnight = the same as sending ground. Sorry if my Customer Service Reps did not clearly indicate that to you.

- I reviewed your original order, and I cannot accurately determine if you provided the part number to us, or if our sales representatives over the phone looked up the part number. It is possible that our sales reps made a mistake here - if so, then I apologize for sending you the wrong part.

- Please PM me the name of the person that you spoke with (and never called you back), and I will deal with them personally.

From what I can tell, looking at the notes on the order, is that you received the wrong part, and then called us back to get the correct part. Sounds like my sales reps wanted to make sure that you received exactly what you were looking for (I see here that they asked you for your VIN #, so that they could double-check and make sure that you got exactly what you needed). The replacement part was shipped from our Northern California warehouse to your located and arrived in the same time that a next-day air package would have arrived. You were not charged for shipping on this replacement order either. If you would like I will also credit your account for the return shipping of the part back to us.

Since last year, our Customer Service survey rating has improved more than 27.9% due to a variety of changes and improvements that we have performed on upgrading the site. In addition, I am preparing to sign a new data-feed agreement that will make our BMW catalog 99.9% accurate and free from all errors. We're always looking for feedback on ways to improve. We have a survey on our site for which I review the comments from daily in order to maintain a close relationship with our customers.

Pelican is also one of the few vendors out there that acutally supports the BMW Community. Pelican has hundreds of FREE technical articles on our website, and has been a long time supporter and sponsor of BimmerForums, as well as other BMW venues such as the BimmerFest. Our owner (me) drives BMWs (and writes books about them), and our employees drive BMWs too. We have the same passion about these cars as you do! :)

I'm sorry that your experience with Pelican was not a positive one - I can assure you that the feedback and comments on our surveys indicate that your experience is a very rare one.

-Wayne

From what I've seen (been to their bldg in El Segundo) they are a small company with two or three people in the office.
The bldg is almost non-descript. Without an address, easy to miss.

We have about 20 employees our 12,000 sq-ft warehouse in El Segundo, with several more working remotely over the Internet. We try to keep a low-profile on the building, but there is a large number 120 on the building right above the doorway.

-Wayne

We have about 20 employees our 12,000 sq-ft warehouse in El Segundo, with several more working remotely over the Internet. We try to keep a low-profile on the building, but there is a large number 120 on the building right above the doorway.

-Wayne

wayne just got a huge order i placed from you guys that included your book, love it!