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Old 02-23-2016, 09:26 PM   #1
Knifefreak86
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Member#: 439437
Join Date: Feb 2016
Location: Oregon
Vehicle:
2016 WRX
WR Pearl Blue

Angry Subispeed lost my business

I placed my first and last order with Subispeed last week. I got the order yesterday. It was for the Kartboy short shift plate and bushing, and the JDM armrest extension. The armrest extension was the wrong color, off black/charcoal instead of jet black. I emailed them and asked what can be done because having that big of a color difference does not work in my new car.

First I was told there was only one color and I couldn't order a different color anywhere else. After I showed them proof I received a phone call explaining that they only carry the one color because that's what they think matches the best. Then receive an email explaining again how their choice in color is better from the same person who just said there was only one color. Well since he didn't even know there were two colors how would a lot of people. In every message to them I constantly said I wanted to return it since it was not the correct part to my car. They responded in saying if you want to return it just let us know, it took 3 emails before they finally accepted me returning it.

I had told the person I was emailing there was no reason to be sarcastic or unprofessional, as that is the tone that I read. Especially when they responded that they could have never gotten away with selling hundreds of them if they looked THAT bad. With each email he got more and more outspoken. I finally just said I don't want any more responses since we won't agree on color and I just want to return it. After being told it would be a 20% restock fee unless I took store credit I told them I wouldn't be shopping there again and would send it back the next day. Then received an email from Yo, saying his sales team didn't do anything wrong and weren't unprofessional, but that I could send it back and he would waive the fee and I could wash my hands of their company.

They actually had a number of things I wanted to order but after all this I won't be getting anything more from them. Good thing they aren't the only site to get aftermarket parts from.

This is what started the whole thing, the color difference in this part was not acceptable to me.
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Old 02-24-2016, 07:33 AM   #2
novogradac
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Default

They have been nothing but professional to me when I have voiced my concerns. There are always two sides to a story.

Last edited by novogradac; 02-24-2016 at 03:20 PM. Reason: None
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Old 02-24-2016, 07:33 AM   #3
novogradac
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Default ?????

?????

Last edited by novogradac; 02-24-2016 at 02:31 PM. Reason: ?????
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Old 02-24-2016, 03:18 PM   #4
Subi Speed
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Member#: 387955
Join Date: Apr 2014
Location: Des Moines, IA
Vehicle:
2015 WRX
WRB

Default

Quote:
Originally Posted by Knifefreak86 View Post

They actually had a number of things I wanted to order but after all this I won't be getting anything more from them. Good thing they aren't the only site to get aftermarket parts from.

This is what started the whole thing, the color difference in this part was not acceptable to me.
In an effort for full disclosure, I am going to post our correspondence on this matter.

I feel that the only things we are guilty of is my rep(Casey) not fully knowing that there are 2 color options for this part and trying to adhere to the policy that we set forth by management. As explained in email and a phone call from our purchasing manager to Mr. Knife, these are a non-USDM part and our purchasing manager chose to bring in the MG(off-black) color after research showing many users finding this part to be the best match of the options.

reference to color
http://www.iwsti.com/forums/4186078-post73.html
http://www.iwsti.com/forums/4186024-post71.html

In the full thread opinions do differ. Most of us at the office agreed with MG, though.

Casey was unaware that another color was offered, as we do not offer it on our site. Looking at inventory and our website it would appear to be only one. As far as the policy goes, maybe if it made it to me a bit earlier the fee could have been waived and we wouldn't be here right now? Possibly.

As far as being unprofessional/sarcastic, it is an email so if you read it in a sarcastic manner, then I can see that. When I read it, I only see us trying to convey our side on the matter. Again, having him send it back to us was never out of the picture.

Our policy is there to minimize risk and minimize the ability to have customers walk all over us in a case where we did no wrong. I feel that Mr. Knife was adamant about not doing business with us again. I waived the fee and wanted him to be on his way as he wished.

Thank you,
-Yo









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Old 02-24-2016, 04:27 PM   #5
SinX
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Location: Northern California
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2016 WRX

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@subispeed #subispeed keep up the good work you always have my business..
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Old 02-24-2016, 04:30 PM   #6
novogradac
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Quote:
Originally Posted by Subi Speed View Post
In an effort for full disclosure, I am going to post our correspondence on this matter.

I feel that the only things we are guilty of is my rep(Casey) not fully knowing that there are 2 color options for this part and trying to adhere to the policy that we set forth by management. As explained in email and a phone call from our purchasing manager to Mr. Knife, these are a non-USDM part and our purchasing manager chose to bring in the MG(off-black) color after research showing many users finding this part to be the best match of the options.

reference to color
http://www.iwsti.com/forums/4186078-post73.html
http://www.iwsti.com/forums/4186024-post71.html

In the full thread opinions do differ. Most of us at the office agreed with MG, though.

Casey was unaware that another color was offered, as we do not offer it on our site. Looking at inventory and our website it would appear to be only one. As far as the policy goes, maybe if it made it to me a bit earlier the fee could have been waived and we wouldn't be here right now? Possibly.

As far as being unprofessional/sarcastic, it is an email so if you read it in a sarcastic manner, then I can see that. When I read it, I only see us trying to convey our side on the matter. Again, having him send it back to us was never out of the picture.

Our policy is there to minimize risk and minimize the ability to have customers walk all over us in a case where we did no wrong. I feel that Mr. Knife was adamant about not doing business with us again. I waived the fee and wanted him to be on his way as he wished.

Thank you,
-Yo









Sounds like you considered it sarcastic and un-proffesional because you didn't get the response you wanted. They are not Amazon who is gonna bend over backwards because you chose to ignore the selected color. You throw the right away immediately to say something is un-professional when your opening sentence begins with "straight pissed off". How about you respond in a professional manner when you email them? It's a two way street.

I like how you put the effort in to sound professional to.

Here is my experience when I realized I ordered the wrong part.

http://imgur.com/a/COrON

Sounds professional to me. Here is how she handle telling me about the fee.

http://i.imgur.com/4N8fcic.png

So basically you are pissed because now it has costed the same amount of money and time it would of taken for you to order from japanparts because you you chose to ignore the details.

They have items all over the site that only show 1 color of a product, but offers other colors. I figured that out when I payed for the red pin stripe and noticed tons of different color ones available for me to select from.

I hope you look at documents a little more detailed then you do when shipping
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Old 03-06-2016, 08:25 PM   #7
LphalionWRX
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Join Date: Jul 2015
Default

Bought over a dozen items from subispeed, never had a problem and i get a return customer discount
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Old 03-07-2016, 05:47 PM   #8
Steve.804
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Member Sales Rating: (6)
 
Member#: 68647
Join Date: Aug 2004
Chapter/Region: MAIC
Location: Richmond, VA
Vehicle:
07 STI 35R
05 BMW M3 ZCP

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"I just received my order today and I'm incredibly unhappy, beyond that actually just straight pissed off."

Wow man you really get that upset about an armrest? Life must be really difficult for you, I feel bad
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Old 03-08-2016, 02:50 PM   #9
ThePupppet
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Join Date: May 2005
Chapter/Region: Tri-State
Location: PA, Lower Bucks
Vehicle:
2015 WRX
CWP

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i have to include my experience with subispeed. I ordered a very big order and received everything but was missing a blow off valve. I called and explained this and after a short time got a call back stating they where sorry and are shipping out another one. I excepted a little more go around because it wasn't a cheap part and i couldn't really provide any proof other then i just didn't get the item.

I love subispeed and will always use them. I work in an industry where i deal with customers and your first contact about the color was just over the top dramatic.
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Old 03-10-2016, 07:41 PM   #10
marcmtb35
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Chapter/Region: MAIC
Location: Patapsco State Park
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2012 JK COD MW3
Silver

Default

Wow, the op sounds like a total dickbag. Useless millennial much?
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Old 03-10-2016, 10:22 PM   #11
user1029
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Member Sales Rating: (8)
 
Member#: 57064
Join Date: Mar 2004
Vehicle:
2008 STi IAG built
HTA86 E85 Kel272s Cos IM

Default

Quote:
Originally Posted by marcmtb35 View Post
Wow, the op sounds like a total dickbag. Useless millennial much?
Perhaps the hysteria of the world ending on Y2k didn't manifest in the form of computer meltdowns but the birth of millennials
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Old 03-15-2016, 07:38 PM   #12
Knifefreak86
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Member#: 439437
Join Date: Feb 2016
Location: Oregon
Vehicle:
2016 WRX
WR Pearl Blue

Default

This is a forum so I posted my experience. I wasn't happy with the service so I posted it. Isn't that the whole point of forums? I'm sorry my experience or thoughts doesn't meet everyone's expectations, there is actually another thread with another person unhappy with them. There always has to be that one person who starts calling names, I find it funny as being a network tech I've heard it all, really does nothing but show how immature someone is. I never compared them to Amazon, I wanted to return it from the very get go, it took me asking 3 times to return it, that is excessive.

Yes I was unhappy from the get go and yes I didn't start the emails well I admit that. I paid $170 for something that wouldn't work and I knew it would cost me money to return it. I wasn't going to put something that off color on the car I just paid $26k for. You have to admit the color is very very far off in my picture. To me it looks like on the Subispeed website it shows jet black not the charcoal color that mine was. I fully admit I didn't see off black at the bottom of the page, I made a mistake there. I never asked for a waived fee, I appreciated it since it cost $21ish to send it back and it was less of a hit.

I am attaching the email that wasn't shown where I thanked Yo for waiving the fee and explained my reasoning for thinking some responses were unprofessional and sarcastic. Also it wasn't shown was me thanking them after they notified me of the refund.

I don't see myself out of line posting my feelings about the experience as that is what this forum is for.

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Old 03-16-2016, 11:17 AM   #13
powermovesonly
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Quote:
Originally Posted by Knifefreak86 View Post
This is a forum so I posted my experience.
Yeah, I am pretty new here and found it fair. I think some of the people here though, especially if you post something like this know and believe there are two sides to the story especially if everything isn't put out there from the get go.

I take away that you learned about the vendor and if you will or will not do business with them again. It might help some other members going forward.

Something I want to note though, you mentioned your a network tech--I am in the software field--so I am note sure you want your screenshot to include your personal email. You could of posted a screenshot of their response only and merely copied and pasted it.
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Old 03-21-2016, 02:33 PM   #14
jasuo
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Member#: 426794
Join Date: Jul 2015
Chapter/Region: RMIC
Location: CO
Vehicle:
2016 WRX Premium
ISM

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OP your initial email set the tone from the get go that you are a millennial douche. Perhaps try being more courteous next time, though I know that's not what they teach nowadays.
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Old 03-23-2016, 02:08 PM   #15
NoSoup4U
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Member#: 429202
Join Date: Aug 2015
Chapter/Region: MWSOC
Location: MN
Vehicle:
2016 WRX Prem
CWP

Default

I've placed two orders through Subispeed now (to the tune of around $600 or so total between the two so nothing huge) and both times the shipping has been quick and I've received the products I ordered. I have also been fortunate enough to avoid any of the card fraud issues that plagued them months back. Other than how difficult it is to get a hold of someone via phone, I can say my experience has been pleasant.

Knife, the pointless name calling from other users aside maybe next time consider the person who you are contacting regarding the issue. Do you enjoy dealing with people who start off combative and unwilling to reason or rationally work through issues in your line of work? No need to blow up on the random representative that just happened to get assigned your e-mail. I'm sure Yo would have rather had a satisfied customer with the part they wanted and money in his pocket rather than a negative review and possible lost business plus none of your money.

On a more constructive note, you might be able to find the specific part you're looking for on JapanParts. I ordered my JDM grill through them and while the wait was long (3 weeks or so) I still paid much less than any other vendors could offer ($148ish after tax and shipping). Best of luck in your parts search.
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Old 03-23-2016, 03:03 PM   #16
YNRY
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Member#: 407737
Join Date: Dec 2014
Chapter/Region: MAIC
Location: B&A, MD
Vehicle:
2006 STi
WRB

Default

'Hey I'm unhappy. No, I'm pissed. You messed up.'

When these are literally the first words you speak to a person, they immediately form a lasting impression that you are trash. FYI.

Next time say 'Hey, was there an error in my order? This arm rest looks gray compared to my black interior. Here's a pic. Can you help?'

Bam! Ez.
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Old 03-29-2016, 05:52 PM   #17
mbtech764
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Join Date: Aug 2015
Chapter/Region: South East
Location: alabama
Vehicle:
2016 sti
silver

Default

I recently ordered a kartboy short shifter and bushing combo kit from them, i chose them because they are located in iowa and they showed to have the part in stock on their page vs. Ordering from rallysportdirect which did not show to have in stock and is located in utah. Well three days went by and i hadnt received tracking information, in all fairness they do have a disclaimer stating it could take up 3 days to process orders. Finally get my tracking info and its showing it shipped from utah.... interesting... so basically they drop shipped it from rallysportdirect which offered free shipping and shipped directly to me charging me shipping. 3 days processing on an in stock item is a little sad. As well as showing an item in stock when its not. I checked to make sure it didnt say ships from manufacturer or anything along those lines. All that said, i did get the part as described, and i didnt pay for expedited shipping. Just kinda didnt like knowing they drop shipped something from utah they showed to have in stock. They havent completely lost my business but i doubt theyll be my first choice in the future.
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Old 03-29-2016, 10:06 PM   #18
[email protected]
NASIOC Vendor
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Chapter/Region: SCIC
Location: San Diego, CA
Vehicle:
1999 Outlasting
the competition.

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Quote:
Originally Posted by mbtech764 View Post
I recently ordered a kartboy short shifter and bushing combo kit from them, i chose them because they are located in iowa and they showed to have the part in stock on their page vs. Ordering from rallysportdirect which did not show to have in stock and is located in utah. Well three days went by and i hadnt received tracking information, in all fairness they do have a disclaimer stating it could take up 3 days to process orders. Finally get my tracking info and its showing it shipped from utah.... interesting... so basically they drop shipped it from rallysportdirect which offered free shipping and shipped directly to me charging me shipping. 3 days processing on an in stock item is a little sad. As well as showing an item in stock when its not. I checked to make sure it didnt say ships from manufacturer or anything along those lines. All that said, i did get the part as described, and i didnt pay for expedited shipping. Just kinda didnt like knowing they drop shipped something from utah they showed to have in stock. They havent completely lost my business but i doubt theyll be my first choice in the future.


Was it a STi 6 speed shifter combo? That might be our fault. We had some issues with our nickel plate shop that held up shipping out dealer orders for a little bit. Everything is all back instock and all our dealer orders have been shipped.

Tom
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Old 03-29-2016, 11:35 PM   #19
mbtech764
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Join Date: Aug 2015
Chapter/Region: South East
Location: alabama
Vehicle:
2016 sti
silver

Default

As a matter of fact it was, very satisfied with the part and glad i went with the kartboy over the perrin. I understand holdups. Was just a little confused when i ordered from subispeed in iowa and got the part shipped from utah where rallysportdirect is. Either way just glad to have it in my hands and thoroughly impressed with the quality. Just feel like if that was the case they shouldnt have showed in stock on their website. To me that means "got one physically in our hands". Like i said before i wouldnt go as far to say they have lost my business, but they likely will not be my first choice in the future. My case may be an exception as i know of people who have had excellent experiences with them.
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Old 04-02-2016, 03:09 PM   #20
sc00ter
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Chapter/Region: RMIC
Location: Denver, CO
Vehicle:
2014 Audi S4
DP Stage 2 (~420whp)

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My experiences in doing business with Subispeed have always been great.
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Old 04-22-2016, 11:58 AM   #21
Jay616
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Member#: 445300
Join Date: Apr 2016
Chapter/Region: NESIC
Location: Rhode Island
Vehicle:
2017 STi
Pure Red

Default

I'm still on the fence with how I feel about them. I pre ordered their sequential tail lights back in February and they had it shown that the lights would ship in "early March" The entire month of March went by and on or around April 1st they updated it to "shipping first week of April" I understand manufacturing delays but an email with an update or a "sorry things got delayed" would've been nice. Also once the tail lights came in I wired everything up and they didn't work. I emailed them and they asked me if I ran the power wire with the add a fuse setup they gave me (which I tested and the part that goes into the fuse box was bad, it had a short or something) and to watch the installation video again for help. I ended up buying another add a fuse kit from a parts store near my house and once I told them that, they didn't email me back. No "sorry for having a defective part" or any way to try to compensate for it. Like someone previously said, there are some things that I will buy from subispeed out of necessity and not finding it anywhere else, but they're definitely not going to be my first choice again.
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Old 05-28-2016, 07:13 PM   #22
ekoreds
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Join Date: Apr 2016
Default Breach of Privacy by Subispeed

No Matter what this **PAYING** customer was upset about, and no matter if he may have construed the vendor being sarcastic or rude, it is absolutely classless (and possibly grounds for legal action) for Subispeed to post an email chain on a public forum for everyone to see, without authorization from their (paying) customer.


Sure you blocked out the email addresses but you have associated this email chain with the customer in question regardless. He may or may not be known on these forums and personally in real life by his fellow forum members.

I *may* be wrong on this, but it was my understanding that Emails (like regular mailed letters) are supposed to be confidential and are intended ONLY for the parties involved, the customer and the vendor.

I am in the finance industry and you better believe every single email sent out has an automatic 2 paragraph disclosure at the bottom warning that Emails, like regular mail are intended for the recipients eyes only and are not to be shared or distributed under penalty of law.
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Old 05-28-2016, 09:27 PM   #23
ChewinDC
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Member Sales Rating: (0)
 
Member#: 440246
Join Date: Feb 2016
Chapter/Region: MAIC
Location: Washington, DC
Vehicle:
2016 WRX Limited
Crystal White Pearl

Default

I've bought from Subispeed a few times and while it probably wasn't the fastest shipping or the cheapest price, they are convenient and their website is easy to use with alot of helpful install videos. Is that worth the markup? For me it is but as usual YMMV.

Plus, the free candy doesn't hurt!
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Old 06-03-2016, 12:23 AM   #24
Tu Mama
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Member#: 420383
Join Date: May 2015
Chapter/Region: BAIC
Location: Nor Cal
Vehicle:
2016 STI Limited
ISM

Default

Ive spent alot of money at SubiSpeed and Ive notice their ability to rock at their job is starting to fade.

Ive spent thousands on SubiSpeed.com and Ive even recommended them a time or two.

Maybe theyre getting too big too fast, I dunno. If I lived near them, id go down and talk to them in person to find out. But Im on the otherside of the country, so theres nothing I can do but wait for them to piss me off again. Every time I order from them , Im gonna be worried. Ive already started looking into purchasing my stuff directly from the manufacturer ( I did it once and saved approx $30 on a <$100 sale).

Posting the email chain was bull**** Yo, but thats between you and your former customer. You could have handled it way different and still got the same if not better results.

Just my 2coppers
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Old 06-27-2017, 09:39 AM   #25
Dark5oldier
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Join Date: Jul 2015
Chapter/Region: South East
Location: Greensboro, NC
Vehicle:
'15 WRX
Galaxy Blue Pearl

Default Subispeed customer service

Like others have stated there is always two sides to every story. Funny how Subispeed was willing to show all the emails. lol.

I have ordered a bit from subispeed and there was only one time I ran into an issue. It was crunch time for Subaru Summer Solstice and needed to replace my front lip as I stupidly crunched it on a curb at a rodeo. Ordered from Subispeed that night not knowing wether the part was in stock or not. The next business day they replied back saying the part was not in stock and would not be here in time for the show. They refunded my money and waived the cancellation fee (credit card fee) for me. They were professional in how they handled it although I could read some attitude in the email (yes sometimes its there, and yes sometimes its not) although to be fair I had given attitude in my first email back since I was in panic mode.

I will order from them again, and I found if you play nice with them from the start most of the time they will find a good solution for all.

just my 2₵
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