...

I got my trunk light from them. Took about almost two weeks to get to me but the price was real cheap. I was happy with the product.

They are cheap but.......they are sooooo slooooooow

Brian

i just ordered from them last week and just got word that my order shipped. the items were on backorder but Scott called me right away to let me know that they were. that's good service if u ask me. i dont mind waiting for a part if it isnt in stock just as long as i am told beforehand. so, so far so good...

for dealer prices, they are the best. quick shipping and all OEM parts. good vendor overall

Their prices are definitely WAY lower than anywhere I've seen. I havn't gotten in touch through e-mail though, so I havn't been able to order anything yet. Does someone have their phone number so I can give that a try?

There phone nuber is on there site. I don;t know it though. You have to search around for it but you will eventually find it :)

Eric

Horrible customer service with Scotts voice mail on 24 hrs a day. I emailed and called several times and got NO response. They talk about how good their customer service is....if they actually had some it might be good but a definite thumbs down for them right now.

Have ordered from them both on the phone and on the Web. No problems, everything shipped promptly. Very satisfied.

Well, I'll make it short, and to the point...
Ordered my parts,
waited for confirmation etc.. that they send...never got it:mad:
Called, left messages, emailed during about a months period
never received any parts
CC was charged,
never received emails or return calls

not dealing with them again until I hear that they are atleast getting more/new people working there and clean up their act. or maybe not even anymore at all:mad:

Me too, I ordered a single boost gauge from them, it wasn't in stock so they ordered it from Japan (I have no problems with that). But what gets me mad is when I go check if it's been shipped, it says that the part got from the factory and is being prepared to be shipped, that message has been there for a week. How long do it take to prepare a shipment anyways???? :confused: Hope I get it soon.

It was actually O.K. experience or me when I ordered 16 oil filters with washers. I placed order from their web. I accidentially gave a wrong credit card number.

About a wk later, I checked their web site for shipping status, it only showed "Product received at the factory, pending to be shipped..". I then emailed them couple of days later when that message doesn't seem to have changed. The returned my email within a day, provided a phone # for me to call. After everything was cleared, I received the product in 3 days.

If I gave the correct cc number in the beginning, I'd have received the product 3 days from the day I placed the order.

I ordered a single boost gauge from the and recieved it within a week. All my experiences with them have been good. My only complaint is that they don't respond to e-mails.

My one experience with them was good. UPS delivered my purchase to an incorrect address, got a signature from someone I didn't know, and then proceeded to ask me if I wanted to file a missing claim report (or something to that effect). Called subaruparts.com and they said they would take care of it. Either they'd get ups to correct their mistake or send me another next day delivery.

Got the original back from UPS. They had made them go back to the house and retrieve it and deliver it correctly. ;)

I e-mailed them yesterday and got an answer, they said that the part was shipped on the 13th and it takes 7-10 days for it to arrive. If this is true I'm a happy camper. they simply didn't rearrange the message.

Their service is either very inconsistent or they're trying a bit harder lately. I've recieved replies to my emailed questions and I actually got to speak to someone on the phone :eek:

Now I only wish they'd let local customers pick up their orders from their store.

My one experience with them was very poor. They don't respond to either email or voicemail. I eventually received what I ordered but, without explanation, it was much much later than the website led me to expect.

I've dealt w/ them once and found their customer service to be very spotty. Sometimes it's good sometimes it's sucks the big one. I chose not to deal w/ them anymore because their prices aren't very good. Deal w/ Sugar or Bill @ Mastro if you want to buy things from a Subaru dealer.

-JOE

Part of their website, the link onto ssl.autocenter.com, seems to have vaporized into thin air! If you go to the main hompage, and click on "accessories" it used to take you to ssl.autocenter.com, whereaccessories and parts were shown. Now my i-explorer tells me it's non-existant.

I ordered a column-mounted boost guage several months ago and it arrived without a problem. At the beginning of this month, I ordered several more products, and there's been nothing. The old ssl.autocenter.com link used to have a phone number to contact customer service. Does anyone know that number? I e-mailed them thru the Subaruparts.com homepage, but I'm not optimistic about them responding.

8/30/01 UPDATE:
Subaruparts.com did email me back and told me they were waiting for the paint on back order, and therefore didn't send out my order or charge my credit card. I e-mailed them back and told them to send what they did have. Hopefully, my stuff will arrive soon.

9/20/01 UPDATE:
I received my bumper guards and wheel locks last week. How they got to me through the attack, I have no idea. Packaged very well. Still awaiting my touch up paint, which is on back order.

Got my boost gauge today!!!:)

Well the long and the short of voice mail is that we do not listen to our voice mail. On our previous voice mail system, we asked that you called back at a later time or send us an email and mark it urgent. We could not make it any clearer without being rude! We have posted this on the board before, but we are still getting complaints about not getting back to voice mail. We now have a different system that routes you to a sales person or a customer service rep.

We are now exclusively selling Subaru Parts! We have sent the Nissan parts sales to our facilities in Olympia.

We also have a new sales person, her name is Trish and she is great! So, now there are two of us help all of the Subaru communities.

We now have 2 shippers and our shipping times are down to 24 hours (they were up to 72+ a few months ago) and we are working with Subaru for quicker response times to backordered parts. If something is backordered with SOA, there is nothing we can do about it. We have to wait for your parts to come in, just like all of the other dealers in the US!

We are also moving items around on the site, so if you get a dead link, it will take you back to the home page and you will have to start over.

We are working on getting rid of the online catalog and going to an in-house system where it does NOT loose orders.

We are working on an online parts catalog for all Subaru lines. If you want to check it out (SVX Only), Click Here (http://www.svxparts.com/accessories.php) Make sure you click on '92 SVX to look around. The SVX guys are helping us debug the system and Impreza will be next.

For those of you who have had bad experiences with SubaruParts.com, I am sorry. We try very hard to take care of every person we can help. If we do not answer your email or take your call, it is not because we are playing Solitaire, we are helping someone else. Please be patient with us. You may have to hold for a while on our dime, but once we get to you, we will help you!

Thanks for letting us tell you our side of the story,

C. Scott Williams
Internet Parts Director
SubaruParts.com (http://www.SubaruParts.com)

Ps. Our phone number is toll-free 877-473-6200 or 253-473-6200. The fax number is 253-474-6872 and you can send me a personal email (scott@SubaruParts.com).

I've ordered from SubaruParts from time to time over the past year.

The last order I placed with Scott really impressed me. It was back in late April. The order contained many items, including the Impreza Aluminum hood.

Lo and behold, I received the hood this week!

***?! might you say! 4 months!?

Yes, but I have to praise Scott and Trish. Scott first received the hood damaged from SOA, the 2nd attempt made it to SubaruParts, but by the time it got to me, it was also damaged!

Attempts 3 and 4 were also a no go!

Finally, Scott and Trish took polaroids of the hood, its packaging and the box. They taped the pictures on the box and a wrote a clear message to the courier politely saying something along the lines "DONT F* THIS PACKAGE UP!"

Looks like the message got through, and I finally got the last bit of my order!

I will order again from SubaruParts.Com , they have improved considerably over the last year, where it looked like they were becoming victims or their own success.

Unlike some other vendors, I am glad to know that I was never lied to, mislead or fed easy answers whenever I have contacted them.

Cheers.

Great prices and very fast. I ordered a tweeter kit fo rmy Legacy. It was $29.99 and was shipped 2nd day for free.

not so much of a reveiw, as a this is a werd thing. I bought a part from them and got a PM in my I club box back from them. What I-club guy runs subaru parts .com?

His name is Scott and he goes by "partsace" on the Iclub and sometimes "subaruparts.com" I believe.

Brian
http://www.ravensblade-impreza.com
http://www.imprezamods.com
http://www.scoobymods.com
IClub: Now with 20% more caffeine!

dont evenbother e-mailing or calling, you wont get through to scott at all. have a feeling with their pricing that they're getting more business then they can handle. Great Pricing but your better off flying out there to get in touch with these people.

I'm trying to get hold of them by phone but no one answers the phone. I don't like using their on-line shop and charge for fear of getting the wrong part or if its on back order. who in here has had experience with them ?
zaidoun

I have bought light weight bumper beams and my gauge pod from these guys. Very cheap prices, semi-decent shipping. One of my bumper beams was bent, but still usable.

However, I have never trusted their online system. I usually called until I reached a live person. Sometimes this meant calling 2 or 3 times a day.

YMMV

-Danny

that's funny man, i'm trying to call them for the lightwieght bumper support also , 58 bucks right ?. thanks for the info
zaidoun

subaruparts.com is very reliable. i've ordered several things from them. i ordered springs,painted side skirts, ad other stuff. im also planning on ordering the front and rear lip spoiler from them as well. they deliver on time, if they have it in stock, it takes about 2-3 business days. and as for no one picks up, i usually press "3" when it asks you if you want to continue holding. there's only two people answering phones. ask for scott, he's great to work with. so there's my 2 cents.

buy from them if you dont mind the fact that...

*they dont return emails

*they dont return phone calls

*they dont answer the phone

*and when you do they put you on hold forever and never come back...

i'll never buy from them and they are an hour away....

poor customer service IMHO...

j.
www.subiegal.com

It has been a while since we have had any contact with Subie Gal and things have changed since then.

We have added 2 more people to our staff and we are answering all of the emails we can get to.

We have set-up a new phone system that does not drop you like a hot potato.

Our shipping times are now down to 24 hours.Our 4 servers are running at top performance and able to take the 16,000 hits a day!

Our new online parts catalog is almost done and you will be able to get any Subaru part you want without having to send us an email.

We are moving into a new building with twice the space for quicker shipping, larger inventory, faster responsce times for emails and order processing.

We are here and still helping EVERYONE with their Subaru's around the world.

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)
Ps. Jamie, I am sorry that you where put on hold the last time you called us, but we were with 2 other people, already.

I had a great turn around on the serivce manuals I bought...I give 'em a thumbs up!

They must have your name somewhere on a list Jamie :lol: :p

I ordered a keychain from them a week ago and all I have gotten was a email confirming my order. Every time I go to the site a click on "shipping" to check my order I get the following.

"Your requested items have been received from the factory.
Our Shipping Department is preparing them for shipment and they will be shipped by your requested method shortly.
Thank you."

It has been saying that for a week.

I haven't called them or emailed them yet about my order so I don't really know what is going on. But after a week I would have thought I would have heard from them.

well i ordered a few things from them, the order processing/shipping was slower than average, but everytime i called to ask a question, or request information, i have gotten it. they have great prices, and the things i have ordered were great.

i give em a thumbs up

arlie

Just a follow up to my previous post. As soon as the people were informed of my problem the promptly emailed me and let me know what the problem. There seems to have been a problem with my CC going through on the first try. THey ran it again and, they sent my item. I was pretty impressed with how fast they responded after the knew about my problem. I look forward to orderin from them in the future.

I needed a DIN pocket within 3 days, and they shipped it Priority Mail to save me the expensive UPS charge for 2 day shipping. Gave me what I needed in a very short time; first class operation in my opinion.

Also, they answered the phone on my first call and helped me right away.

Phil

I think they're just very busy. I've had good and bad experiences.
I bought one of the last "Impreza"-stitched trunk mats before they sold out for the old RS. That was shipped very quickly.

On the other hand, I sent them Emails a while back asking for info, and it took forever to hear from C. Scott. So...

Anyone's guess, but I'd say they're just swamped.

-S2-

I smashed up my MY98 Impreza 2.2 OBS and needed some parts. Over the course of a week in November of last year I called and talked to Scott four or five times and he was happy to answer all of my questions not even knowing if I would be purchasing through him. He answered the phone first ring every time.

At the end of the week when I was ready to place my order I kept getting no answer when I called. I ordered their STi clear corners, MY99 2.5 RS bumper upgrade kit via their aftermarket online order system and then ordered an MY99 2.5 RS hood, headlights and a few other parts via their factory online order system (two totally separate orders).

I then sent an email asking to have the two orderes merged and shipped as part of the same order. I got a call back within minutes saying that I was all set. The parts showed up a week later at the body shop. There were three days where the shop didn't know where the bumper was and wouldn't tell me if it showed up late or if they just "misplaced" it (don't know whether to blame the shop or Subaruparts.com). ;)

Overall, I'd purchase from then again and was quite happy, both with the service and the product!

http://www.trunkmonkey.com/pics/lil.gif Fear the Trunkmonkey. There is no cone.
http://www.trunkmonkey.com/ | sean@trunkmonkey.com
Automotive Reviews by Sean (http://uberauk.epinions.com/user-hamors) | What is a Trunkmonkey? (http://www.trunkmonkey.com/faq.html)
Somebody set up us the WRX. All your rice are belong to us! (http://www.trunkmonkeyracing.com/)

Their prices are cheap, but they don't always ship as they say they are. Especially, if you shop online. But, back then they were kinda the only cheap online delaer to order from. And they used to get swamped. Now, there are more dealers doing that like Mike @ Exeter and Sugar. I now use Mike @ Exeter. He has beat every price of Suabruparts.com whenever I needed anything. Plus he anwsers the phone.

I've ordered a few things from them without incident. One time a product took a little longer than usual to ship but it came within 14 days. No problems at all. I order online and I basically know what I want (including the part# which I get from a Subaru dealership). Everything I order is online. I already know about their not talking to people from the internet, etc, etc so I don't expect any customer service on that end.

No problems from them at all just know what you want when you order it and put the right order number in online. When problems occur, I guess things would be different. I haven't had that problem. L8Rs

I am trying to get in touch with them regarding an order for 3m headlight and fog light savers. I placed an order, but recieved only the fog light savers and a note that the headlight pieces were done wrong by the factory and will be shipped later. It's been several weeks and last week I send them an emal. I recieved a reciept that it was read, but I never got a reply from anybody. I'm still trying to ge somebody on the phone.
If Subaru parts reads this please get back to me at amelnik@ix.netcom.com

Alex Melnikov

We have already contacted our vendor on this product and the cut is correct. At the time we found out, we had asked that your headlights covers be shipped and they said "OK". I will call them again to find out whats going on. If allthing else, I will get another set on the way.

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

Originally posted by SubaruParts.com
We have already contacted our vendor on this product and the cut is correct. At the time we found out, we had asked that your headlights covers be shipped and they said "OK". I will call them again to find out whats going on. If allthing else, I will get another set on the way.

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

Thanks Scott. I just wanted to make sure you guys didn't forget about me. After all there is a lot of stuff I was planning to buy off your website.

Alex...

ive ordered rear lights, rear skirts, and suspension, and i couldnt be happier with the prices or shipping. i live across the country and the stuff came in exactly a week... ive ordered stuff from tire rack and its taken longer.. as far as the phone lines.. what company do you get throught to right away anyway??

I ordered from them before. Very good prices. One thing I ordered from them took about 5 months to get here though. That was very frustrating. I probably would not use them again unless the stuff I was looking for was in stock, then they are pretty good.

It's obvious that their shipping is sketchy. I order carpet floor mats for my 98 OBS, they lost the order for almost a week. Finally got someone to answer an e-mail by getting them on the phone. They admitted they screwed up and sent the carpets via overnight. To be honest, the woman I spoke with almost sounded like she was doing me a favor not charging me extra.
As it turned out, the mats are really nice, but a totally different grey than the carpet I have in the car.
I'll probably buy something else from them, but it will be a last choice, I guarantee.

Ron

just wondering if subaruparts.com is a good place buy from and if there prices are compitive. thanks for help:confused:

Do a search on the vendor reviews. Most seem to be favorable.

In my experience, they have been great and the prices kick butt as well. Never had a problem with them. Great place to get OEM parts. Got OEM body parts from them as well. Even with shipping they're alot cheaper than dealerships.

BTW, Thanks for reminding me, I have to place another order. :)



Good luck!

Excelent service, great customer service, and excelent prices. I would recomend these folks to anyone.

Maximus

I'm reserving my comment for a short while longer. I ordered two parts from them and was told they were not in stock - and that an order WAS placed to the Subaru warehouse. Two weeks later, I checked the shipping service link again - and they said they would place the order SOON! I emailed their customer service several days ago requesting an accurate order status ... nothing yet! I have ordered from KartBoy and Revolutions Motorsports and have been eXtremely happy with the service I received. Oh, well, two out of three isn't too bad. But, I know I will place my next orders with only two of them. Payback is a bitch! Bad service = no repeat business ... are you Subaru Parts.com "BTAG" folks listening ????????????:mad:

I must eat crow for my previous flame post of subaruparts.com. The problem with the delivery was MY credit card which also didn't previously register with PayPal (That should have been a tip-off). After receiving a phone call from Scott explaining the problem, it was immediately corrected (a different credit card ... damn, having lots-o-plastic is great!) and my parts are in transit.

I will now rate sybaruparts.com as having eXcellent prices and service. Sorry about the earlier mix-up Scott. By the way, does anyone know how to get-out crow feathers stuck between your teeth?:D

I'm pretty sure when they say "eat crow" they're not talking about a bird.

On another note, I just received my order from subaruparts.com, and I'm really impressed. I ordered the SPT springs and V5 struts. I figured it would take a week or two after my check was deposited before they would show up. Much to my surprise, they're here two days later (not counting the weekend). WOW.

Price: Excellent
Quality: Excellent
Service: Scott was extremely helpful and promptly responded to emails, and reminded me (when I needed a reminder) to get him the money. :D

Previously I would have given the service an F-, but now that they've outgrown the growing pains it's awesome.
Way to go Scott & gang!

nt

Yes, sometimes. They're notoriously busy. You CAN get through, but it requires persistance.

This is a side effect of the fact that Scott is really top notch about helping people out. He'll spend 45 minutes on the phone with someone trying to find a part number (describing what he see's while he looks through the microfiche)

This means the phones are often ringing off the hook.

EDIT: I will leave my previous writings stand for historical purposes, but I'd like to add that things are getting rediculous. Please include my current negative review on Page 8 before reaching any conclusions...

:monkey:

I've never had them answer the phone for me, but if you leave a message they WILL call you back and be very helpful!

Patience :)

Originally posted by SoCalSoob
I've never had them answer the phone for me, but if you leave a message they WILL call you back and be very helpful!

Patience :)

Granted, but I shouldn't have to spend two hours on the phone to get them to fix an incorrect credit card charge.

I ordered a sway bar about three weeks from these guys they have charged my credit card but no freaken sway bar yet there web site says my part has been recieved from factory but will be shipped out soon i guess 3weeks means sooon anybody know whats up with these guys....

Scott and the crew at subaruparts.com knows what good service and repeat business is.

Thier prices are low, but the overhead is low to be able to make it a profitable business. So, sometimes you have to wait.... oh well.

It's true, scott will spend time with the customer to find the best solution.

Thumbs up!

-Ray

I ordered SPT Springs a swaybar and trunk light kit on 1/4/02 got it today 1/9/02! Wasn't expexcting it for another 5 days.

Good Job!

Lygriek

Talking with Scott at SubaruParts.com (http://www.subaruparts.com) today, he told me what he has planned for the website. Soon you'll be able to surf all the exploded parts diagrams for your Impreza... just like the dealership's parts department.

The SVX is the only model with diagrams loaded right now, but the Impreza will be up and running shortly!

Master Page (http://www.subaruparts.com/diag/)
Outback (http://www.subaruparts.com/diag/?model=1)
SVX (http://www.subaruparts.com/diag/?model=2) Forrester (http://www.subaruparts.com/diag/?model=3)
Legacy (http://www.subaruparts.com/diag/?model=4)
Impreza (http://www.subaruparts.com/diag/?model=5)
Loyale (http://www.subaruparts.com/diag/?model=6)
XT (http://www.subaruparts.com/diag/?model=7)

Mmmmm.... Complete parts lists....

Yahoo!!! Then all I'll have to do is print them all out and I have my own private parts book.

Tats.

Sweet! Man I love this community.

oh my, oh my, oh my,.....

the beauty of this is actually overwhelming...

That is definitely awesome. What a tremendous amount of work they must be doing!

Now that's doing it right for the Internet!

That is cool, no more having to know the part number or anything, just look at the pretty picture. Very nice!

That is sweeet! :) Hurry up and load the Impreza stuff!!!! :D :D

I ordered some Subaru parts on October 31 and still have not received them. They were supposedl;y shipped soetime mid December.

I get no replies to my emails.

Anyone having similar problems?

Do they still exist?

give them a call

My order thru them last summer took a month to ship.. Something had to ship from Japan. Of course, it took me hunting them down to find this out..

So yes, call them.

lb
www.trancelab.com

that's awesome.. they also have live support now... sweeeet!

Hang in there! We are working on the database now, so when you look up parts for your Subaru, only your parts will be shown. If you want to take a peek, you can check it out Here! (http://www.subaruparts.com/diag/) To look at Impreza, without images, after clicking on SVX, change the model code to "5". There are some items that will not come up and the catalog is still a work in progress, so use it for reference only (for now).

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)
Ps. Check out our new LIVE Parts Quote System. If you head to our home page, you will see a link on the right that says "RealTime Part Quote", but don't do it all at once or you will kill me! Also, don't worry if you can't type, spell, or know the name of the part you are looking for, I can always figure it out!

That was fun, I just did the Realtime Part Quote and they talk to you in a java type window. I talked to C. Scott Williams and he found my parts I needed very fast and when he inputed the part number my Internet Explorer loaded up to the correct page with the part listed that I was inquiring about. Very nice!

Kudos to Subaruparts.com

I ordered a couple of items on Dec. 6. One item I received within a week, the other I'm still waiting for. I've tried their voice system to try and contact them and never get a reply. I've also e-mailed them at: sales@subaruparts.com and parts@wa.net with no response after several days. If I don't get a response soon, I guess I'll have to do a Visa refund.
This is the message I've been getting from their order tracking for over a week:
"Your requested items have been received from the factory. Our Shipping Department is preparing them for shipment and they will be shipped by your requested method shortly.
Thank you."

this is pointless

When I ordered my alarm through them, it showed up with in 3 days.

I would give them a call.

Good news. Thanks for the info.

I would definitely call them.....

They usually ship the next day if they have it in stock.....

Yeah, I've found they give you very little to go on, especially if the part is on backorder...

Be persistent!!

Check their website for 'phone numbers - if you get sick of wading thru the never ending prompts on the Subaru line (...if you would like to continue to hold, Press X), call the Dodge/Chrysler?? parts line and ask to be transferred. If I hadn't done this, my PAID order would have sat longer than the 9 days it did... Great prices, but way behind the times in E-commerce and customer service. (anyone ever order from Lands' End?- they define E commerce & Customer Service)

By the way, they missed a part on my order, even though I had Scott repeat the list to me while he was waiting for his PC to 'catch-up'. When Scott realized my order wasn't even picked for shipment after 9 days, I got free shipping, without insisting.

But, I am now a smarter shopper- I'd still order parts here (pricing), but I'd be a pain in the arse until I got a tracking number for the shipment. (that is, until order leaves the building....)

<wiping away tear from my eye>
**sniff** That's the most beautiful thing I have ever seen! :)
</wiping away tear from my eye>

*sigh*no words...*sigh*

can't wait for the Impreza section!

We have contacted RickBH about the package and we are waiting for an update on new delivery method. The package was lost in transit.

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

I ordered stuff from them and it came in 3 days. I am pleased with their service. BTW, I ordered between X-Mas and New years.:lol: :p :lol:

Someone please post when it comes online, I'll forget about in a couple of days.. Looking forward to it.

Regan-

I ordered parts in November and have not recieved them yet. I check their website and I get a message that they are in the warehouse ready to be shipped. They have been waiting to be shipped for three months.

I have emailed numerous times- no response

I have tried to call and gotten no where. And yes I have been paying attention to Pacific coast time.

At this point I feel like just canceling the order and getting the parts from the dealer and just sucking up the cost. At least I would be able to see the person ignoring my questions. Sorry to sound bitter but....

Is there a sure fire way of getting in contact with someone.

SubaruParts did finally email me with the information that the shipment must be lost in transit and have offered to ship again by a different method (Airborne) that will cost more, but, is trackable.

I have accepted and will wait for my parts.

It is interesting that their website tracking software still indicates that my parts are ready and waiting for shipment.

It does appear that one gets better response from some suppliers after posting on this site.

Originally posted by RickBH
SubaruParts did finally email me with the information that the shipment must be lost in transit and have offered to ship again by a different method (Airborne) that will cost more, but, is trackable.




I call BS on that lame excuse from them. Sounds like they lost the order, and are scrambling.

/bill

bbbradley

I call BS on that lame excuse from them. Sounds like they lost the order, and are scrambling.

You can ask anyone on the board if SubaruParts.com has ever given anyone BS! We are straight forward and we have nothing to hide! We run this operation as customers and if we don't want to hear BS from any company after we place an order or when we need information, so why would we dish it out? His package was lost in transit. When we ship to Canada, there is no tracking system for the method we use. We ship it this way to save the customer money. There are other ways to ship it, but when it arrives in Canada, the customer will have to pay more than $20.00+ extra for brokerage fees to UPS, FedEx, Airborne Express, etc

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

yeah its nice to hear you dont BS but that is not scoring points with me. I am extremely displeased with the customer service. It doesnt seem to matter when I call no one answers and yes i am calling during your office hours. And yes you might be backlogged on email but by two and a half months... One of the things i ordered was a pair of rubber floor mats to save the carpet ones from snow. Thankfully PA hasnt got a lot of snow this winter. Now can I email you personally or do i have to jump through the hoops until someone answer my email or phone calls.

Originally posted by SubaruParts.com
bbbradley



You can ask anyone on the board if SubaruParts.com has ever given anyone BS! We are straight forward and we have nothing to hide! We run this operation as customers and if we don't want to hear BS from any company after we place an order or when we need information, so why would we dish it out? His package was lost in transit. When we ship to Canada, there is no tracking system for the method we use. We ship it this way to save the customer money. There are other ways to ship it, but when it arrives in Canada, the customer will have to pay more than $20.00+ extra for brokerage fees to UPS, FedEx, Airborne Express, etc

Thanks,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

OK, let's see from this thread we have learned:

From RickBH -> Ordered on October, no reply to his e-mails no parts. Didn't get any response until some bad PR came up on a Subie board and your meal ticket was in jeopardy.

From LordBass -> A month to ship and he had to hunt you down to get any info.

From SnowPhun -> Little communication, especially on backordered parts.

From Matt7102 -> Wrong parts ordered, sat for 9 days in shipping. A very customer friendly voice-jail system.

From 11hotel -> Parts ordered in November, website says they are in stock, but do not ship for over 3 months. No communication back to the customer despite e-mail and phone attempts.

You will have to pardon me if I still say you guys are BS'ing. Your track record speaks for itself.

/bill

bbbradley

BS would have been if I had answered them with incorrect (BS) information. What you wrote does not sound like BS to me, which sound like a company that is understaffed!


C. Scott Williams
SubaruParts.com (http://www.subaruparts.com)

Originally posted by SubaruParts.com
bbbradley

BS would have been if I had answered them with incorrect (BS) information. What you wrote does not sound like BS to me, which sound like a company that is understaffed!


C. Scott Williams
SubaruParts.com (http://www.subaruparts.com)

:rolleyes:

/bill

I want to know about my order. Now stop defining what bs is. I get this feeling that my post is being ignored C. Scott Williams. I am really trying not to be inflammatory here but it is getting tough. I called again, no answer. Now i am a bit of a trusting person and should have done this earlier, but i am going to check with my credit card company to make sure that i have not been billed yet. Now could i possibly get a number where i will be able to talk to a living, breathing person. That is all i want at the moment.
by the way this is the message i keep getting when checking on my on my order for the past two plus months
Your requested items have been received from the factory. Our Shipping Department is preparing them for shipment and they will be shipped by your requested method shortly.
Thank you

11hotel

Check your PM. Sent hours ago.

Check it again. Just gave you an update.

C. Scott Williams
SubaruParts.com

Hmmm... This thread got moved to the vendors section...

I didn't post it with the intention of improving subaruparts.com's business. I thought it'd be a great (perfect) resource for part numbers... o'well.

I ordered a subwoofer from them and received it in two or three days. I'm happy with the transaction and I'd do business with them again.

My only beef is that since I am a WA state resident and they are in WA I get hit with the double whammy of tax and shipping.
Oh well.

Jeff

I will say I sent a number of emails and received no replies, my order which should have shipped within 4 days finally shipped after over three weeks. Personally I think that's pretty poor, considering they were not communicating with me. Had I expected this, I probably would have paid a few bucks more to get the parts at the local stealer.

Paul

i ordered a gauge hood 3 weeks ago and my tracking info still says "Your order is pending in our queue, but has not yet been processed." i've emailed them a few times but no replies. i've also submitted a few parts request forms but no replies to those either (looking for some other items).

I finally got the rest of my order last week. It came from an outside vendor, not from WA. Maybe that's why they couldn't track it. In their system, it was probably fulfilled, but their vendor hadn't shipped to me...
I dunno. I guess I can stop my complaining at any rate.


Originally posted by RandomCharacter
I ordered a couple of items on Dec. 6. One item I received within a week, the other I'm still waiting for. I've tried their voice system to try and contact them and never get a reply. I've also e-

My wife ordered a couple of the LL Bean items for me back in December. Both were backordered. One arrived shortly after Christmas. No sign of the other yet. No response to e-mails. No answer to phone after several long distance calls.

I can understand being too busy to answer the phone, but there's no excuse for not responding to e-mail. That's horrible customer service.

-Dave

I place an order for something I know they have in stock, the first day of the week (it is now friday)and they still haven't shipped it off. I also paid for next day shipping. Seems like I dropped the extra money for shipping for nothing. Is this common w/ subaruparts.com or is it just me

pretty common...i ordered last week and it's on it's way right now...and i know the item was in stock too...oh well! :rolleyes:

Hey chris what did you order? NOS ?? STi front lip ?

i ordered the strakes and the plug for the intake....

yep very common of them...
their customer service is less than satisfactory...

sorry to hear they havent improved any...
good luck!
Jamie
www.subiegal.com

I ordered about $400 worth of parts from these guys for my WRX last Tuesday, all of which they said were in stock. I get a email back from them on Wednesday confirming the order and that they'll be processing it and sending it out shortly. Now its one week later and they still haven't shipped any of the parts yet, it still says "Your part is in stock and should be shipped shortly." I emailed them twice over the past few days to see what is up, but there were no replies. Also, they don't list any phone # contact. What is with Subaruparts.com? doesn't look like they'll get any more orders from me, usually I expect parts to ship that "are in stock" a day or two after you order, not several weeks later. :mad:

Read this thread and see what others have said: http://www.i-club.com/forums/showthread.php?s=&threadid=136430

Don't worry though, the guy from that store will swoop in here soon and throw a while slew of excuses and try to save face. Hopefully you paid via creditcard and can cancel the order. I bet the parts miraculously shipped though so they can sock you with a restocking fee...

/bill

Someone even said they'd rather buy from the local stealer than these guys! :eek:

Had the same thing happen last summer.. $400 order delayed for ~1 month with no communication.. Evidently were waiting for part from Japan. Supposedly you can call them..

Use www.subaruwrxparts.com .. good local (to me) guys. :)

lb
www.trancelab.com

Alright, did a search and found their dealer Tacoma Nissan Subaru and called up parts, they said it shipped out today which is good, but I wish that their shipping tracking on the website would have kept me updated. Also, probably one of the "in stock" parts wasn't in stock which was probably cause to the delay.

Took 1 week to get my swaybar bushings. It seemed to take a while to get it shipped (considering it said it would be shipped in 24-48 hours) but was pleased when it was shipped OVERNIGHT! I think they are great, although a better "before shipping" tracking system would be nice.

Originally posted by milkman
not so much of a reveiw, as a this is a werd thing. I bought a part from them and got a PM in my I club box back from them. What I-club guy runs subaru parts .com?

The manager of the internet parts dept., C. Scott Williams, is on here.

I have had excellent results with them. Scott took back the bra 2 weeks after I had it on my '02 WRX; we had just discovered that SOA was discouraging thier use on the WRX. I also had thrown away my paper work. I alerted him to the issue after seeing a thread about this issue. His 1st email to me did not believe it; the 2nd email was 3 minutes later & after he had spoken with SOA and apologized. Although he didn't say anything in the 1st that was offensive. He also posted in a thread here somewhere the official SOA response.

He gave me full credit including shipping ... so I bought 3 times as much. ;) And, yes, I did wait a while for everything to arrive. But, if time was the issue v. $$ I would have bought from my local dealer.

As of last Friday (2/8/02), we were 6 days behind in our shipping department, due to illness and weather. To make up for this difference, we came in on Saturday and I have even worked in our shipping department to help get caught up. When that happens, it's really bad! To make up for our delay, we are sending most of our packages out Airborne Express overnight or 2nd day and we are paying for this service, not you! Make sure you check outside your front door when you get home from work, because your package might just be there! If its not, it will be very soon.

We have also updated our site some time ago to state "Usually ships in 24 to 48 hours." We put the "Usually" on the site because sometimes we run into unexpected problems.

Thanks again for your patience,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

i've ordered twice from subaruparts.com and had one okay experience and one great one. the first time, i ordered 2 sets of locking lug nuts. only 1 came, but they shipped the 2nd as soon as they were notified of the error.

another time i needed a part in 2 days. it's not something that's kept in any dealer stock but they got it from the warehouse to them and from them to me in nj in 2 days.

maybe my orders were the exceptions, but i would order from them again.

roger

They sent me the WRONG part...and if they were any slower birds would nest on them. That being said I will most likely use them again someday...that should go real well...!?!

slow....but at least u know u'll get what u ordered someday! :lol:

We have great news! In the last 3 days, we have shipped over 162 packages! Our normal average is approx. 32 pieces a day. We are back on schedule and up to speed. Most of these packages will be arriving at your door steps today and tomorrow!

We have also added a mail list. If you wish to join, please sign-up on our home page.

Thanks again for your patience,

C. Scott Williams
SubaruParts.com (http://www.SubaruParts.com)

I ordered a K&N Panel Filter (cheaper than on Ebay) and touch up paint. Had it in Florida in 2 days. I ordered from their web-site.

I will do business with them again.

I just ordered painted sideskirts from them on the 12th, were at my door on the 14th. great prices too. I will do business with them again.

I just received a cruise control kit from them. It did take a little longer than I expected, but I probably won't even get around to installing it until May. They did send me a shipping notice with tracking number when it shipped, and you really can't beat the prices. :)

Jim

Kudos to Scott Williams ... he is responsive, trying hard, & willing to put his name out in front of this crowd!!

6 weeks and no response and my order is still in queue. i've emailed them 5 times with no resonses to any of them.

Placed an order last wed for an act clutch and paid extra for next day shipping it is now sunday and as of 5 minute's ago the order still hadnt been processed. I paid extra to have the clutch by monday as my transmission is going back into my car then and right now it look's like that ain't happening. If it's an issue of it being out of stock I should have been notified and NOT charged for next day shipping. Very dissapointed will wait until tuesday to put transmission in no later. Extremely dissapointed.:mad:

Well I would like to retract my last statement as apparently they called the day after and again on monday to let me know the clutch was out of stock. It took complaining all weekend long and a call on monday to jog my mother's memory into letting me know that they called and it was out of stock. I sincerly apologize scott, although I must still cancel my order ( transmission went back into car today) but I will still order from you in the future, after I acquire pen's and paper for my family to write down note's on.

I say subaruparts.com sucks. I was charged for these PIAA bulbs on the 3rd of this month, and they still have yet to arrive. Every attempt I've made at locating their exact whereabouts have gone unanswered. Since nobody seems to give a crap about refunding my money, I'll just get my bank involved. They said they'd be more than happy to assist :) Never ordering from them again!

:monkey: :monkey:

I ordered a 2.5 shortblock assembly from them. 4 - 5 days delivery. Well that's come and gone.. The website still says "This is in our queue and has yet to be processed" and my emails are getting ignored.

wtf? :confused:

Hello I-Clubbers,

I want to take this time to say to everyone on the I-Club that has purchased from SubaruParts.com "Thank You!" and also let you know that I have decided to resign from my position of Internet Parts Manager at SubaruParts.com (I can't believe it either). I wish SubaruParts.com and the folks at the Bruce Titus Automotive Group the best of luck in whomever they find to replace me.

Thanks again for giving me the chance to serve you,

C. Scott Williams
Former Internet Parts Manager
SubaruParts.com

Scott,
Whether you see this or not, you will never know how much you will be missed if you don't come around anymore.

Trust me guys... this is a bad day for Subaru Enthusiasts. Scott is still one of the best guys out there who was selling Subaru parts. He actually cared about the job he did! I do realize some of you had issues with stuff taking a long time to get to you. But if you honestly had any idea how many orders they get and home many they fight to get through in a day you wouldn't be upset at all.

This is a sad day for the i-Club... But knowing Scott, I'm sure he'll be back in some way or another.

-Nick

That really SUCKS !!!
Scott has been terrific to deal with. I have purchased a number of parts from him @ subaruparts.com and have NEVER had a problem... I recently bought a $3.00 part ( touch up paint ) and I mentioned that I wanted it soon but I'm in Vermont and it didn't really make sense to pay extra for fast shipment, so I said to just send it ground. Well to my surprise I received it 2 days later ( FedExed 2 day air ), that was very nice of him to make the effort for a $3.00 part. It's great when a vendor appreciates your business regardless of the amount spent. This is a loss for us for sure. One thing I have noticed on i-Club is how impatient people are to get their parts, it really borders on unreasonable IMHO, well I hope you guys got what you wanted, are you HAPPY now ? " jerks "
Scott if you read this, good luck to you in your future plans.
Tom....:)

god i hate them! i ordered a gauge hood over 2 months ago and it still pending and they don't reply to me!

We at subaruparts.com would like to wish C. Scott Williams the best of
luck with whatever endevers he chooses to pursue. Scott was instrumental in
building our web site to what it is today. We're sure he will secede at
anything he chooses to do.

In respond to the many comments of receiving poor customer service, we
are reviewing our business practices and how we are serving our growing
customer base. We would appreciate another opportunity to prove our
commitment to customer satisfaction. Its our goal to be your first choice
for purchasing Subaru parts.

Joe Beaty
Fixed Operations Manager
Bruce Titus Automotive Group

I have ordered from them 3 times now and there have been some small issues but there were made right.

1) My first order was to be shipped express but went normal delivery. I let them know and they upgraded my next order to express free of charge.

2) My last order they sent me 2 exhaust gaskets of a part number rather than 1 and didn't send me another gasket I had ordered. I called them Friday morning on this and I had the gasket the next day (Saturday delivery) I'm not sure who I talked with on this last Friday but she was very helpful, polite, and knowledgeable. Thank-you.

Sometimes the orders take longer than expected to be filled but I am finding that with everything I am trying to order anymore.

I will use them again as long as the prices remain competitive.

I ordered some stuff off of the Subaruparts.com web site about three weeks ago.

I haven't gotten the usual confirmation email, I used the contact form on the site to ask for an order status, I emailed them, and I've left messages on their voicemail system. I have not gotten a reply, and I still don't have my parts.

This contrasts starkly with the last time I ordered some stuff there. That time, everything cranked out like clockwork, I got notification of shipment and my parts.

Does anybody know what's going on?

I ordered some stuff on 2/27/02 and got a confirmation email with the order number. Everything showed up a week ago. One issue but it was quickly resolved by calling them.

I called the dealership and asked for internet parts and was able to speak to someone right away. Might try that.

(253) 473-6200 Tacoma Nissan Subaru

Call and talk to somebody.

As to being a contrast to your last dealing... well um. I heard that Scott left and isn't running the department anymore. Don't know who is.

yep... Scott walked... and he was the one man show there for a long, long time...

no clue who, if anyone is filling in for him....

u better call and KEEP calling!

good luck!
Jamie
www.subiegal.com

I made my 5th order from subaruparts.com this past week... it has been preparing to ship since I had ordered them. Good thing the next autocross isn't until April and I still have 500 miles before I need to change the fuel filter... otherwise I'd probibly be upset. I have never had this problem with them... I was always amazed at how quickly my parts were recieved here in Detroit, coming all the way from Washington. The prices are good... I will still purchase filters from them... I'll just have to remember to order them early. Oh yeah... damn you WRX owners for slowing them down with all your silly parts! :lol: (kidding):D

when I ordered my Sway bar they had just hired some new person inputing stuff....

I ordered next day air... called to see where it was while scott yelled..
(it was sent out ground 3 days LATE)
he says along with everything else...

so he sent me a new one next day (on a SAT!!)

the other one never showed...

:confused:

dunno what may happen here...

I will refrain from any major details... but I had a really bad experience there just after Scott left. I placed my order right before he left, and it was all set, I was waiting on a clutch to be next-day'd to me. Never showed, so I called and they told me Scott wasn't there anymore and the order was still being processed (come to find out the person who was suppose to take care of it let is sit on their desk for 3 days before they did anything). Well I let the order stand hoping I would still get it (all the time without my car because my old clutch went) kept calling and 4 days later I got someone who sort of knew what they were talking about, and they clutch hadn't even been ordered. Worst part is they charged my card that same day. It wasn't until another 3 days later did they cancel the charge after I cancelled my order.

Steer clear of SubaruParts.com for a while until the straighten themselves out.

On the upside... Scott is back in business... http://1stSubaruParts.com/... good luck Scott at the new Job... and Baaaahhh... Hissss to SubaruParts.com.

-Nick

Scott left? Damn... I had a problem with an order, and he was very diplomatic about it. That's the reason I don't order from them anymore...too many problems getting products, or info about whats happening with the order. It took me a while to get anybody on the phone... You just have to be persistent. Have you been charged for your order yet?

Nick, you could give us a little credit :(

Scott DID forget to place your order after you talked to him... Yes he quit but he did not remember to *tell* anybody about it till the day after he left -- while we were franticly trying to re-organize.

I hope everything is in order, I placed an order like a week ago, And when I check in the shipping section of the webpage, they said Your part was ordered on 03/12/02 from the Subaru warehouse and should be arriving to our facilities shortly. Once your part(s) arrive, they will be shipped by your requested method.
I hope I get them soon

For those of you wondering where your package(s) are:
The website shipping status has not been updated consistantly since Scott left, so information is not always current. This is going to change. Trust me.
If you MUST know where your part is for whatever reason, go to the support page and fill out a 'Website Problem' with your information and tracking number (if you have one). I will personally do some leg/phone work and find out where your stuff is, as I've been doing this daily since Scott left.

- Ryan

OK well my 1st question is why did Scott leave you?

2nd question would be what do you plan to do to get organised?

If you want business from us then why screw us arround. You should close the site down leaving a opening page with your number getting people to call and keep to the easy stuff till you can Iron out the creases. And build a foundation for a better business venture.

Explaining why Scott left is very difficult. Probally the best I can say is that it was a result of personal differences between the management and Scott.

As far as "Getting Organized" there is much involved. Ninety Percent of our issues with the customer is regarding the status of any given order. The system in place now for locating order status was built specific to Scott and the way he did things and without him the system becomes sorely broken. To fix this I have a very specific plan: Modify the system that changes order status from passive to active (your probally wondering what the hell this means). Basically I want to is monitor each order daily and log how long a order remains in any given condition (pending, to be ordered, ready to ship) and take appropriate action...

What this really means: If for any reason your order gets stuck at any point in the process somebody will be notified so they may take care of it automatically. No more calling and complaining that the website has told you your parts have come in and are ready to ship for the last week and you still don't have them. There will be *zero* chance of an order staying in limbo.

What happens until then? Do like I said and fill out a 'Website Problem' on the support page. I will find your order.

-Ryan

OK, I have a question on my order (was supposed to be shipped Mon or Tue and I was supposed to get an email confirming shipment and providing a tracking #) so I have filled out the Website Problem form as you requested.

Just for the record, I emailed you twice last week and didn't get a reply either time. I also tried calling and only after multiple attempts did I get someone on the phone. Voice mail messages that I left were not answered. I hope this works better.

Shawn McCurdy

I would suggest that it is your best interest to do more than just talk about change.

Even when Scott was with you, Subaruparts.com was characterised by periods of great service and feedback followed by weeks where it would got to pot and orders were slow with no feedback other that that REALLY annoying ordered status.

The subaru community used you in no small part because of Scott and his knowledge. With him gone, you will need to go to great lengths to prove yourselves. The fact that several weeks later you are still only getting things straight indicates that you will have a hard time with his departure.

Best of luck as you are a valuable resource.

I just hope we don't have to use past tense with that!

This explains the failed response to my email and not getting through by phone....

But...you can still prove yourself....we're looking forward to that. :)

Ok so thanks for the low down. Here is a surgestion. Have you heard of Fedex? its a company that do wonders. So what if they charge somewhat more. Think of the headache that will be gone once yousort out the java code you would be all set.

FEDEX? I think not! Currently the least of our problems is the actual carrier from our door to yours. We use airborne express almost exclusively and often see packages travel cross country via ground service in a couple days!

Why is it that Airborne Express uses ground service. Isn't it, um, kinda contrary?

Actually its ground priced... I belive just about everything touches a plane when sent via airborne.

The shipping guy was telling me he sent some package to california via Airborne "ground" (We are in washington) and it arrived the next morning!

I really respect what subaruparts is trying to do.. it's just frustrating when you don't know what's happening with your money/time.

I'm trying to get an engine built by CobbTuning but I need a shortblock to start with.

My order # is JHS9-116873

I totally understand how this could get lost with Scott leaving and all.. it's just that I have re-ordered the shortblock somewhere else and I REALLY don't want to get an email six months from now telling me that subaruparts has shipped my order and I've been charged $1400 :O

Anyway.. I'd just like to cancel the whole thing but I can't get ahold of anyone. :confused:

I've been trying for about a week to get ahold of someone also. I have only been doing it by phone though. I need an invoice of mine from August of last year faxed to me for some warranty work. I will keep trying to call unless there is a different way to get it faxed to me. Good luck with the reorganizing.

Eric

Its hard to refer to something as mudslinging when getting in contact with you is near impossible. I had a problem wih an order several months ago and tried the telephone and email route and got nowhere. As far as the email, if you can't respond to it in a week remove the option from the website. Otherwise it just causes bitterness and frustration.

11hotel

ps I thought mudslinging was an integral part of rally

It's not really mudslinging because she's not digging up dirt on you guys, just pointing out the obvious. And when it IS the truth, as dictated by the general concensus, what's the beef? Sure, she may be sponsored by the competition, but then again, so might any of these people. Is this a case of "don't let the big bad moderator beat me up"?

But then again maybe J should have two different usernames, one for moderating, and one for her to express her opinions (like that would ever happen... Jamie having an opinion? ha. :rolleyes: ) ;)

For the record, the last time I dealt with subaruparts.com was when Scott was still there, and he dealt with my order extremely promptly. Previously though, there were times when stuff went unanswered for weeks on end, either by Scott or anybody else there.

Time will tell if you can get reorganized and maintain your status as a valuable source for parts. Hopefully you will.

I suppose you'd better get your stuff together eh?

because until you do, MY PERSONAL EXPERIENCES WITH YOU will be relayed to the masses. no reason at all i should not tell them the truth!
THE TRUTH IS your customer service is in IMMEDIATE NEED OF IMPROVEMENT you dont improve? you'll be another has-been.... tried-to-be subaru on line vendor who failed to supply adequate customer service.

my sponsorship with your competition :rolleyes: (the "competition" who doesnt even have on line sales at this time! :lol: ) has nothing to do with the fact that i was chatting with you guys on line about ordering something, you told me to call to order "right then," i phoned, and you put me on hold for 10 minutes and never came back???? when i called again, you never picked up....

that is poor customer service. and i will never order from you, nor will i recommend that ANYONE order from you.


tsk tsk... shame on you trying to bring my "sponsorship contract with a local dealer" into your sad display of customer service... very professional indeed!!

:lol:
Jamie
www.subiegalracing.com

Subaruparts.com....

You have much more to worry about than this so-called "mud slinging." You should be paying close attention to what people say on this forum, and use it as a way to improve yourself. Your customer service sucks. I do purchasing for the largest, most heavily funded department on the UC Berkeley campus, and if I had the customer service skills of your caliber, the faculty here would have me fired. :monkey:

You can imagine how demanding these nobel prize winning faculty can be! :lol:

I'm sorry. :(

I'm sorry for all the times we ever couldn't answer the phone.

I'm sorry for all the times we got so much email that our given resources were unable to respond to all of them.

I'm sorry for all the times we had so many orders our shipping dept couldn't keep up.

I'm sorry we ever sold parts at such a slim markup that demand outpaced capacity.

Things are gonna change for the better, but please, don't kick me while I'm down.

Ryan Orth
Webmaster, Subaruparts.com
(253) 284-0165

Originally posted by 11hotel
stuff it

Ouch! That's harsh:D

Anyway, don't try to get sympathy. I know what it's like to be busy, and a lot of people do. Get more help if you need it. Reorganize the structure of your business. If you can't get more people, try to run it so it's more efficient. That's whats happening in my department. The online purchasing system my old boss created made us able to place orders 10-20 times faster. Try to eliminate effort duplication...see if you can eliminate steps i.e. if a piece of paper has to get handed to 10 people, see if you can figure ways to reduce it to 5. My department is going through this reorganization...and it's not easy, and will take some time.

But subaruparts.com needs to be reorganized.

Remember, the bottom line is that customer service is what brings people back to spend their money. I would glady pay a few more $$$ if I knew the person taking care of me actually CARED!

Anyway, just my 2 cents. I figured since I complained, I'd offer some suggestions. :lol:

i just talked to duane @ subaruparts.com it was real easy to get a hold of them.and he filled me in on wut was up, it looks like the one guy the delt with all the online crap left and there was no one there ready to replace him. it suck when you get cought with your pants down but it happens to the best of us. later all donut

Originally posted by SubaruParts.com
I'm sorry. :(

I'm sorry for all the times we ever couldn't answer the phone.

I'm sorry for ....

What's this ? A vendor offering only sincere apologies, not offering half-sss excuses. Hah! I'll show you . No good deed goes unpunished. I'm call you to place a big order tomorrow (seriously).
Sam

So if I have this straight, so less than a week after a guy walks, he's got a full-blown directly-competitive busines, website, domain-name, supplier chain, credit, etc, etc. Yea, right he did all that in less than a week.... NOT.. clearly pre-planned and much preparation.

To Nick and Subie Gal, - y'all are very respected, and by your comments hurt an established vendor, rather you gave support to somebody who did their best to , before they left, set-up thelmselves, and on their way out, sabotoged the old employer, now new competitor? You support that? I can only say, only guess, you've never had anybody eever work for you, or treat you like this. You'd feel very differently, I think..

I don't care how bad it was. An honest man would have given notice and been up-front about intentions. Not walk and leave other folks working there scrambling to pick up the pieces.

Originally posted by Sam2
I don't care how bad it was. An honest man would have given notice and been up-front about intentions. Not walk and leave other folks working there scrambling to pick up the pieces.

Now this is getting personal.

Thanks for calling me an honest man! I don't want to get into why I left at this time, but someday it will come out. When I left (resigned, not fired), I gave a one week notice and the manager said that they "could not afford to keep me around" and sent me packing. I had no intention to resigned and I did not have a job lined up! I resigned on principal alone.

After leaving, I put out about 12 to 15 resumes and I had 5+ interviews and a few job offers, but the company I am working for now made me the best offer. They already had a site up and running and they asked me to take it over because of my experience with SP.com.

Thanks for letting me express myself,

C. Scott Williams

Scott, thanks for the post and setting me straight. As usual, only hearing one side of the story... isn't all the story. Its valuable to hear both sides. Thanks for providing that other side. Of course, good luck in your new endevour.
Sam

good luck scoot hope it all works out for u in the end

W/o checking the vendor section often, I ordered some suspension parts from subaruparts.com.

Just saw this post and decided to call them since i never got any e-mail confirmation from them.

Sounds like they have nobody taking care of the dept. The fill in person doesn't sound ready to go online. They were having some girl typing out all the internet orders into the system. He mentioned the progress was pretty backed up.

But I did gave them credit for digging up my order in that pile of paper. He promised me to send out the parts today or tomorrow. I assume it's goign to be tomorrow. Hopefully, I will get them next week.

I placed an order with these guys yesterday, hope to see everything runs smoothly!

I bought some stuff from Scott the day before he left also. That order is all messed up too. Got half of the stuff. One of the struts looks like it got ran over by a truck then shipped to me. The box is perfect but it was the only one not in a plastic bag. Looks like it was a defect return that got shipped out to me instead of getting returned to the warehouse.

The two front struts shipped by Airborne Express never made it from Tacoma Nissan Subaru in Wa State aka (subaruparts.com) that is 30 miles from my house but got misdirected and is now in Ohio! the other 3 boxes made it to my house within 24 hours of pickup.

Airborne is normally real good. Ground shipping inside Wa is 24 hour service or less. This is the first time they misdirected one of my packages and I have never had a damaged package from them. The damage this time was from before it was shipped.

Rennee is the Parts manager there. She said they are getting new help. Anyone in Seattle Tacoma area want a job??

I placed an order on the 25th and have received no e-mails.
I posted a question through their website and have had no response in 36 hours.
I called their department twice and nobody answered.
When I put my order in for tracking 'it is still in queue and has not been processed yet'

subaruparts.com :monkey:

To Nick and Subie Gal, - y'all are very respected, and by your comments hurt an established vendor, rather you gave support to somebody who did their best to , before they left, set-up thelmselves, and on their way out, sabotoged the old employer, now new competitor? You support that? I can only say, only guess, you've never had anybody eever work for you, or treat you like this. You'd feel very differently, I think..

:confused: hey Sam2 - erm....
I dont know what you're on about? :confused:
Keep me out of the personal wars that Subaruparts.com has with their employees (or former employees as the case may be)

my personal experience with that company has not been good.
so what if i relay a poor customer service experience to others?

i'm not trying to tarnish anyone,
they've done it to themselves, over and over again.
and IF they improve, (albeit, drastically!!! )
then more power to them!

until that time???
you've been warned
really, that's all i have to say - and that's all i DID say. :)
Jamie
www.subiegal.com

I am also having a problem with subaruparts.com I ordered armrest extension and a touchup paint from them and NO confirmation email! It has been seven days without any notice.

If you read this, can you please check the status of my order?

My name is Tim Lee and shipping zip code is 12601 (NY, Poughkeepsie).

WOW! I cannot believe this. Subaruparts.com was my favorite vendor for OEM stuff. Really because of Scott, he took care of you. The first order I purchased from him was received within 2 days! He shipped Express for no extra charge. At one time I needed a rare part (shifter stay) that would have taken weeks to get from Japan, and he turned me on to an Ebay auction that was selling the part I needed. I paid $1.00 for it! $7.00 shipping though! I think I've gotten at least 4 or 5 orders from Subaruparts.com and I was always able to talk to Scott if I needed to. This is a dark day for Subaruparts.com indeed.

Seems like they are making an effort to correct all the problems they have right now.

I phoned in to check my order status since I never got an e-mail confirmation from them. After 20mins of waiting, they pulled my order out from big pile of unprocess order forms.

He then promised me to ship it out tomorrow.

And yes, I received a valid tracking number the very next afternoon.



:)

One minor correction: We don't have a big pile of unprocessed orders anymore. We actually cleared out our backlog this week, sending out a couple hundred packages in a couple days. If you don't get your order its because either (A) Subaru won't/can't send us the part or (b) your credit card was declined or (c) We can't ship a out-of-stock part 5 minutes after you place your order... ;)

Ryan

Anyone know if they are organized yet? I am ready to order some stuff of them and just want too see if they shaped up yet. Thanks!

I have a positive experience to relate - I just got a call from a guy there who wanted to make sure that my dumb arse (he was nice enough to leave that wording out) ordered the part that I REALLY wanted. I had ordered up the WRX/ Legacy brake rotor upgrade for my RS, and put in 4 rear caliper brackets instead of 2 front and 2 rear. No excuse for it; just completely not paying attention to what I was doing. Somebody caught it and they called me today, and let me know that the correct parts had been put in, they were all in stock and my order would ship shortly. Never had service like that before, so it sounds like they're trying. Placed the order friday night.

Fred

Just wanted to add - I saved around $200 versus what I would've had to spend at a dealer nearby...

Fred, could you tell me when you get your stuff? They sound like they are back on track! Thanks!

I just recevied my package from these guys. I think it's going to be ok to order from them. You won't get a comfirmation e-mail so save the confirmation page after you order. I did get an email from airborne express notifying that they have an overnight delivery coming to me from them. thanks subaruparts.com

Alright! I guess I will start ordering from them! Do you know how they do the MBNA coupon thing for 100 off? Do I call in? Thanks for all of your help!

Still waiting for this to be resolved.
Credit card charged 4 and 1/2 weeks ago.

Momo is getting us into alot of trouble with the simple fact that nobody seems to be getting the product. We order it from our supplier (that is why your card is billed, as we pay for it up front) and they ship it direct, WHEN they get any in. We are never told the item is on backorder.

All I can say is to ask for a refund on your momo parts and attempt to locate them elsewhere. We really don't intend to cause you any trouble, and have made note on our site that certian momo items are backordered.

Between the 5 phone calls and waiting on hold during daytime long distance charges, I think at this point I might as well wait.

If you had told me the MOMO situtation before today I would have cancelled the order.

An email explaining the MOMO situation would also have been nice at any point along the way.

I kept wondering what was up with the "in transit" status on the Airborne Express website, since UPS and FedEx always give details about where it's been scanned. So I finally called Airborne Express and my shipment has not been picked up. Still in Tacoma, WA. Meaning either: the parts were in fact NOT in stock on monday and were NOT available to ship that day; or, Airborne Express has been REALLY SLOW in picking up the package.

I'll send an email to subaruparts to see if I get a reply.

Fred

A4Killer: What number did you call other than our toll-free one? You called five times and no one told you your parts were on backorder? I would like to know more about your situation. (webmaster[spam]subaruparts{dot}com)

Fred: That is higly unusual. We upload our shipping manifest for the day and airborne comes and gets all the packages at 4PM. If you send me your order number I will talk to the shipping dept.

Ahh Now that I look, you are right, you got me there, I did not realize the 877 number was toll free. Sorry.

And no, today was the first time anyone said my order was on backorder. I would not have called the 2nd, 3rd, 4th, or 5th times if anyone EVER said it was on backorder.

Just wanted to add that my order has not shown up yet, and there is no evidence that it has been shipped -- I can't track it with the tracking number I was given. Airborne Express says that the package has not been picked up yet, and subaruparts says that Airborne Express has lost it; I just want to know where my package is... And I'm talking about the brakes, for any smarta55es out there.

Anybody else have their shipment get misplaced last week?

Fred

Update - subaruparts.com did a wonderful, spectacular, beautiful job in their effort to get my order to me. Special thanks to Ryan Orth. Airborne Express, based on my one experience with them, suck a55, on the other hand. They delivered my stuff to the wrong address (a "business" in Raleigh, according to them - my address is at "Four Oaks, NC"), then went back to get it the next day, after the business had closed for the day! I ended up getting my stuff today, when I should've had it last Friday. I have had many many many shipments via FedEx and UPS (I'm a photographer and get my film and other stuff online) and never anything like this. Had a package containing a couple hundred dollars worth of film delivered to my neighbor's house once, but she's my Aunt, so it worked out okay...:)

Subaruparts.com - great prices, great customer service IN MY EXPERIENCE.

Fred

I ordered some shop manuals over 6 weeks ago and I had the
tracking # and at the time they were on back order, so I waited
and finally saw this thread and started to wory. I e-mailed them
several times with NO response and finally e-mailed them and
cancelled the order. I then took Nick's advice and ordered from
1st Subaruparts.com and talked to Scott(very nice,knowlegeable)
and my manuals are shipping out. Well, SubaruParts.com finally
decided to ship my order over a week after I cancelled it. I will
NEVER order anything from SubaruParts.com again!!!! What a
total hassle.

Adam

That's why I don't buy from them anymore. They get 3 monkeys from me! :monkey: :monkey: :monkey:

Very fast service.

Ordered K&N filter on weds. got it today (fri.)!

Thanks Subaruparts.com!

Eric

So...any update on the backordered MOMO products yet?

I ordered a fog lamp online last week. They some how didn't get the order. I called them a few days later to check up on my order. They found my order and had the fog lamp to me by 9:00 A.M. the next morning.

A BIG Thumbs Up for subaruparts.com....

MHI

i'v emailed then a few times in the past for some interior parts and never got a response. so i just gave up on them:(

Ordered some stuff while under old management, everything came, ordered 1 wrong thing and had to return it. Returned it, heard they got it, then and waited, and waited. In this time new management took over. Took a while to get through on the phone (it was in a thread somewhere) and got them to ship out the new product. But overall pretty good considering the management switch.

I've been on hold for 14 minutes now. At one point in my very last call that was just as long, someone picked up, and then hung up.

I ordered a gauge pod a while back that came promptly, but did not include any of the plastic clips needed to attatch it to the car. I tried getting them from a local dealer but they said they can only get them as part of the gauge pack kit.

It'll be interesting to see what subaruparts says if I ever get them on the phone.

I am very DONE with these guys. I've defended them in the past since they've previously appeared to work hard to remedy mistakes, but this is getting silly.

I'm now 3 weeks past ordering a big collection of stuff. I wanted side skirts so I ordered a bunch of other little things to go with to share the shipping. After 3 weeks I'm still getting the "Your order is pending in our queue, but has not yet been processed." crap on the webpage.

My emails are going unanswered, the phone system beeps and hangs up on me after 10-20minutes of holding, and they are either not accepting PM's or their mailbox is full.

In any case, this is just freaking silly. I'd have gone elsewhere to buy my stuff 2 weeks ago except that I need to make sure they cancel my order since I don't want them charging my credit card 2 months from now when they finally pull their heads from their nether-regions and process my order.

:monkey: :monkey: :monkey: :monkey: to Subaruparts.com, this is the last straw!

Well I was told THE MOMO shipment finally arrived last week.

Still no package at my door.

I have now been on hold for 35 minutes on your NEW phone LOOP system. This is getting to be really ridiculous.

Just so you guys know, dont call the number on the website.
That phone does not get answered. I spent 20 mins yesterday on hold and gave up. 40 mins today and gave up, then went a level up.

1-888-473-6200
Ask for a Manager of the Parts Department.

I spoke with Renee and she was very helpful.
I know my time is worth more than waiting on hold for a call no one plans on answering so until they change there system I give you the warning as stated above.

Just as an update to my previous entry...

After having the phone on speaker phone and listening to the hold music for 40 minutes while working, I think the phone system kicked me over to their regular phone menu for the dealership. After that it was a mere 30 seconds before trish answered the phone.

I think they need to overhaul the damn thing majorly.

Indeed. After 3 days of getting booted several times by the "Get the Status of your order" option, I tried the "Place an order" option and that got me into the parts depot rather quickly (figures, you bastards).

After that I needed to get transferred to the Subaru people (since apparently I'd ended up in Nissan land) and then found that the Subaru people new NOTHING about my order.

Fortunately I had my order # from the website, the lady there went and "checked the website" and found it. Although I'm not sure what she meant by that, since it sounds like there's some serious design flaw if the web interface isn't forwarding all of the orders to a human somewhere.

At any rate, supposedly my stuff is on its way. We'll see.

Needless to say I'll be going elsewhere in the future.:monkey:

My recent experience was kind of mixed. I ordered a couple of parts, never received a confirmation. Web site always kept showing that my order is being shipped. I submitted two queries through their web site to get a tracking number, but never got a reply. The parts showed up on time, but it would have been nice to get some kind of response from them.

This is a bit long so bear with me on it.

On May 3rd I ordered 10 oil filters and crush washers for my wife’s two week old WRX from Subaruparts.com. Their prices were very good and this was the dealer I bought the car from so I wanted to send them a little extra business for treating us so well on our purchase. I’m now regretting doing so.

Two weeks passed and I had not seen the package or even a confirmation of the order shipping. I emailed their webmaster and received the following response.

“Your order is getting sent out today. Sorry for the delay -- we had a
couple hiccups in our ordering system and some orders never got processed
(We still have it, no need to re-send).”

Great, I figured that I would still get my filters in time to change the oil at the 3,000 mile mark. By Wednesday I had still not seen my order so I sent another email. This time I never got a response from Subaruparts, but I did finally get a shipment notification. The email stated that my package had been shipped that very day via overnight service from Airborne Express. This should have been good news, but Airborne only delivers to my area one day a week, overnight or not, I was at least 3 days away from seeing my order. With this being a holiday weekend, it will probably be even longer.

So there my items sit in a warehouse, just mere miles from the place I ordered it from, waiting to be delivered sometime next week. I am not happy at all. More so, this definitely makes me want to rethink buying the second car I was planning on getting from Bruce Titus Subaru this summer.



Argh. :mad:

Positive note:
I figured I would revive this thread since this is where I figured out how to contact them. I had placed a order but the web based shipping confirm would not update correctly for me. Since I had read here that they had some problems before, I gave them a little extra time to work it out. Still nothing, then I tried the toll free 877 number on the site. It also was having problems and seemed to throw me into a musical hold from hell. I called Trish direct using the number earlier in this thread and boom she had it sorted out in about 3 min. The minor web site prob had nuked my order. They made good. And to top it all off I got my shipping notifcation from the shipper about 2 hours later. Awesome job
Thanks
:D

First time ordering f