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  #1  
Old 05-01-2015, 11:23 PM
dkveuro's Avatar
Sword of Damocles
 
Join Date: Jun 2003
Location: Here an' there.
Posts: 2,548
Pelican Parts problems.

Anyone else having a problem or two with PP.? I ordered a set of bearings...second day air. Requested confirmation the correct set was chosen on PP's web page. They replied the set was for the vehicle I had listed.....with it's VIN and engine numbers.

Parts arrived on time but incorrect parts. When I called, told to ship them back a my expense. Unacceptable, being as it was not my error.

Every other warehouse i deal with corrects errors by issuing a pick up order and FEDEX or USP call by and pick them up. Company credits my account and corrects the error. ....problem solved.

When I called I was put though to parts ordering dept'.on indefinite hold, which I had to terminate after a long wait.

I have written them via email but apart from a request to again send VIN and Engine numbers, ...no resolution.

Am I asking too much or is PP having staffing problems?




.
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  #2  
Old 05-02-2015, 06:51 PM
t walgamuth's Avatar
dieselarchitect
 
Join Date: Apr 2005
Location: Lafayette Indiana
Posts: 34,354
I have noticed that it seems to take a long time to get my stuff and it often comes from two different places, and it seems like there is probably some extra cost in the shipping of a split order.
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  #3  
Old 05-03-2015, 05:51 AM
Lucas's Avatar
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Join Date: Sep 2014
Location: Santa Barbara, CA
Posts: 1,202
I think you caught someone on a bad day. They always send me a fed ex label when it is their fault.

They do have two warehouses in LA. One is bigger. One carries the more common stuff it seems like. And yeah I've gotten that split charge when ordering online. I think they can put it all together if you call.

They say free shipping but i have never got it. Its not their strongest suit thats for sure.
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  #4  
Old 05-03-2015, 08:49 AM
Fold on dotted line
 
Join Date: Aug 2007
Location: SE Mich
Posts: 3,086
Quote:
Originally Posted by Lucas View Post

They say free shipping but i have never got it. Its not their strongest suit thats for sure.
It's the reason I don't buy from them any more.

I had planned to patronize them and order a couple hundred bucks'worth of stuff a couple times, but when they split the orders between warehouses, my order suddenly doesn't qualify.

So Ken and others have been getting my business.

Sorry but when you pull the last minute switcheroo on people, that's whatr happens.

Since they are making tons on their Porsche business, I don't see why they can't fix this. But then again, maybe they feel that this is their best business solution and that sooner or later, we won't care and we'll give in.

Wrong way to get customer loyalty.
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Invest in America: Buy a Congressman!

1950 170SD
1951 Citroen 11BN
1953 Citroen 11BNF limo
1953 220a project
1959 180D
1960 190D
1960 Borgward Isabella TS 2dr
1983 240D daily driver
1983 380SL
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  #5  
Old 05-03-2015, 05:39 PM
TnBob's Avatar
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Join Date: Dec 2009
Location: Shelbyville, Tn
Posts: 1,907
I called bout a $15 fgt charge for 5 injector seals.
CS gal wanted to play 20 questions, who was cheeper ect.
$3 each to ship a >$2 part ??

Id like to buy more from PP to help support this site but its
not fair at all to try to screw customers who try.

Phil NEVER allowed this type of BS for HIS customers.
He and his soo very, very positive true customer service is greatly missed.
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  #6  
Old 05-03-2015, 05:57 PM
Lucas's Avatar
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Join Date: Sep 2014
Location: Santa Barbara, CA
Posts: 1,202
Well hopefully they see this. It felt like they are having trouble keeping up with growth. Hopefully thats the case. They even seemed confused with having two warehouses and how to explain it.
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  #7  
Old 05-06-2015, 03:32 PM
Administrator
 
Join Date: Apr 2013
Posts: 124
Thank you all for you comments!

Hi everyone,

Your comments and feedback are very important to us as we do our absolute best to serve each and every one of you with excellent customer service. You all make valid points and we use those to make improvements on our end.

dkveuro - I sent you a PM requesting the best form of contact for our customer service manager so that we can resolve the issue. You may also contact me directly as well: mark@pelicanparts.com or 310.626.8765x309

Additionally, we've just launched our new simplified shipping program!
  • All orders of $149 or more and under 15lbs ship for FREE ground shipping
  • Orders under $149 ship ground for a flat rate of $9.99
Special order items may not qualify. Orders of 15lbs or more do not qualify.

I hope this clears up the shipping questions but feel free to ask any questions.

Thank you
Mark at Pelican Parts
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  #8  
Old 02-02-2016, 10:21 PM
dkveuro's Avatar
Sword of Damocles
 
Join Date: Jun 2003
Location: Here an' there.
Posts: 2,548
I like to read post that have the problem resolved, so in that vein, here's the result.

PP sent a Call Tag. Boxed the parts up and where picked up. Unfortunately they do not have the correct bearing shells for a 606, so I got a refund.

Case Closed.



.
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"A liberal is someone who feels they owe a great debt to their fellow man, which debt he proposes to pay off with your money."
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  #9  
Old 02-03-2016, 08:56 AM
Fold on dotted line
 
Join Date: Aug 2007
Location: SE Mich
Posts: 3,086
Quote:
Originally Posted by Mark at Pelican Parts View Post
Hi everyone,

Your comments and feedback are very important to us as we do our absolute best to serve each and every one of you with excellent customer service. You all make valid points and we use those to make improvements on our end.

dkveuro - I sent you a PM requesting the best form of contact for our customer service manager so that we can resolve the issue. You may also contact me directly as well: mark@pelicanparts.com or 310.626.8765x309

Additionally, we've just launched our new simplified shipping program!
  • All orders of $149 or more and under 15lbs ship for FREE ground shipping
  • Orders under $149 ship ground for a flat rate of $9.99
Special order items may not qualify. Orders of 15lbs or more do not qualify.

I hope this clears up the shipping questions but feel free to ask any questions.

Thank you
Mark at Pelican Parts
So the gold-plated glow plugs, being expensive and lightweight, ship free, but the expensive power steering pump, being heavier, does not. Oh ok, thanks for the clarification.
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Strelnik
Invest in America: Buy a Congressman!

1950 170SD
1951 Citroen 11BN
1953 Citroen 11BNF limo
1953 220a project
1959 180D
1960 190D
1960 Borgward Isabella TS 2dr
1983 240D daily driver
1983 380SL
1990 350SDL daily driver alt
3 x Citroen DS21M, down from 5
3 x Citroen 2CV, down from 6
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