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Old 03-27-2013, 07:12 PM   #1
kidrage
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Default Import Image Bad Service

First let me say I know there are alot of people on this forum that like Import Image and have not had a problem with ordering from them so before anyone thinks about hitting the reply button to comment on that.

This is to tell you about my experience with Import Image and to alert others who are thinking about making their next purchase from them.

I have been in retail sales management for almost 20 years now so I usually just walk away from places that give bad customer service or do not care about their customers to never give them my business again. This time however I felt compelled to make this post because I actually gave this business a second chance after making a earlier purchase that did not go well due to poor communication on their part. I quickly learned my lesson again to just walk away and stay away.

On 3/18 I ordered a CNT catback exhaust by phone with them. I asked that an invoice be sent to my email address so I could have a copy for my records. I did not think this was unreasonable request of a business since just about every business I have ever done business with gave me a receipt after they charged my credit card.

On 3/19 I received an email from Frankie saying the exhaust had been discontinued and wanted to know if I would like to exchange it.

On 3/20 I called and was asked to leave a message for Frankie because he was busy. I am very busy so I understand if he was.

So I waited until 3/25 but yet no phone call back. I looked at my credit card statement and even though the order was never placed they still charged my card and had been sitting on my money from day 1 without so much as even the courtesy to give me a phone call.

On 3/25 I emailed them early in the morning asking about the other exhaust they wanted to exchange it for with no response.

On 3/26 I emailed again and said to just refund me the money. Now this gets a response from them asking if I still wanted to exchange it.

Since I knew emailing them back was just going to allow them sit on my money even longer I decided to call. I told them that I wanted an immediate refund and a copy of that sent to my email. I said since you couldnt send me a copy showing I was charged for something that I never purchased you could at least send me a refund for my money you have had for the last 8 days.

I was given some excuse about how it would take time to do this today and it would have to be tomorrow. Again being understanding I said that would be fine and I would expect to see a refund in my email tomorrow.

Guess What! No email today from them. Talk about poor customer service and just a pure lack of concern for it.

My advice to every subaru enthusiast I encounter

DO NOT BUY FROM IMPORT IMAGE!
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Last edited by kidrage; 03-28-2013 at 10:27 AM.
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Old 03-27-2013, 07:16 PM   #2
meanjoaquin
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Default

This should probably go in "Vendor Reviews"

It does happen though. I had a similar experience with a pretty prominent paintball vendor (ANS) where something they listed as "in stock" was discontinued. I called and tried to get a similar product with a difference of about $2.00, and asked if they would just discount the difference. Nope, out of the question, they wanted my CC# again to charge me the difference. I canceled my entire order (it was a couple hundred bucks) and haven't used them since.

Last edited by meanjoaquin; 03-27-2013 at 07:21 PM.
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Old 03-27-2013, 07:18 PM   #3
dburgoon
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Sorry to hear about your misfortune with Import Image. I have heard/had nothing but good experiences. I had this same problem with Perrin a couple months ago, and it took a week for me to get my money back, so I know the feeling, I do not order/put Perrin parts on my car anymore.
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Old 03-27-2013, 07:18 PM   #4
MD04WRX
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Needs to be moved to vendor review forum
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Old 03-27-2013, 07:19 PM   #5
Navendra94
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Vendor Reviews. These things happen :/
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Old 03-27-2013, 08:42 PM   #6
HinshawWRX
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It's like we don't have a VENDORS REVIEW FORUM at all.
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Old 03-27-2013, 08:48 PM   #7
GrumpyPitbull
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Default

Talk to Josh .. he will get it straightened out for you. I had a similar issue to yours, and got a bit of run around .. but once I talked to Josh it was fixed.
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Old 03-27-2013, 08:55 PM   #8
Heedlessone
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Old 03-27-2013, 08:57 PM   #9
Dmochowski
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stock

Default

i am not going to read this but i will say i just dealt with hem last week and had a great experience. I was mid order when i lost the signal twice and they called me back both times to complete the order. Had my product in two days free shipping at a great price. cant complain with that.
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Old 03-27-2013, 09:13 PM   #10
kidrage
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Again not looking to hear what experience everyone else has had with them good or bad but just to inform people of mine.

Besides I think no matter what everyone would have to agree that sitting on my money with no concern, no call back, no requested receipts sent to me of the charge or refund and no not even an apology is a slap in the we don't give a fu** about you face!

And these things don't just happen and shouldn't happen if the customer is the most important thing to a business that depends on them to stay in business.
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Old 03-27-2013, 09:42 PM   #11
ppayer38
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As you know some companies and I'm sure IIR specially is very busy. You of all people should know as you are in customer service. Paperwork does get lost in translation sometimes or even left under another stack of paperwork. You waited almost a week to give them a call back or email to check on the status of things. You could have also been on top of this as we all know if you want something bad enough you will call every 20mins just to get through or talk to someone who can/will help you.

I do really want Josh to read this thread and see his response to this. People make mistakes and I am very sorry to hear this happen to you twice from a reputable vendor such as IIR! But this taking so long can be some of yor fault also for not calling and checking up on the status. I for 1 do not like to wait for emails as most places that arnt huge companies don't check emails every hour so I call and get it done. Thanks for the heads up though and I'm sure your issue will get fixed in the end. Please update the thread on how this issues turns out!
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Old 03-27-2013, 09:58 PM   #12
djravy
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Quote:
Originally Posted by HinshawWRX View Post
It's like we don't have a VENDORS REVIEW FORUM at all.
This guy just copy/pastes all of his replys.
Ctrl-C , Ctrl-Troll, done.
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Old 03-27-2013, 10:09 PM   #13
robsuerto
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have done business with importimage a couple times. No complaints, whatsoever. Excellent service in my opinion
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Old 03-28-2013, 03:31 PM   #14
HinshawWRX
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Default

Quote:
Originally Posted by djravy View Post
This guy just copy/pastes all of his replys.
Ctrl-C , Ctrl-Troll, done.


Just stating the obvious here about a Vendor Review Forum. People are quick to make new threads. Hell this thread deserved to be in the giant IIR thread but whatever. OP doesn't want to hear anything about IIR except what happened to him, so I'll leave out all my great experiences from Josh and IIR.
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Old 03-29-2013, 10:49 PM   #15
IMPORTIMAGE
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Vendor Sales Rating: (617)
 
Member#: 79304
Join Date: Jan 2005
Chapter/Region: South East
Location: FL
Vehicle:
CALL 941-257-9618
www.ImportImageRacing.com

Default

since you decided to post this in our review thread. and make another thread. i'll copy and paste again.

Quote:
Originally Posted by david06co View Post
Just wanted to say Import Image did a great job with customer service. My wife got into contact with them about coilovers for my birthday and they helped her all the way through the initial needed information to the purchase. Stand up guys and cannot say enough good things about them other than we will continue doing business with them for all our STi needs!
Thanks so much we really appreciate it!

Quote:
Originally Posted by Gregor91 View Post
Great vendor and great customer service!

Bought about 2 grand worth of stuff from these guys and everything's been smooth and helpful and shipping was super fast! Thanks guys

Phil
Phil thanks again!

Quote:
Originally Posted by Foo_Blyat View Post
Shipping is def super fast.

I pmd them late at night asking for a price on a Seibon hood and they qouted me the lowest out of everyone and i paid right then and there. 2 days later the hood arrived in perfect condition.

Highly Recommend IIR
Really Appreciated!

[quote=kidrage;39459468]First let me say I know there are alot of people on this forum that like Import Image and have not had a problem with ordering from them so before anyone thinks about hitting the reply button to comment on that.

This is to tell you about my experience with Import Image and to alert others who are thinking about making their next purchase from them.

I have been in retail sales management for almost 20 years now so I usually just walk away from places that give bad customer service or do not care about their customers to never give them my business again. This time however I felt compelled to make this post because I actually gave this business a second chance after making a earlier purchase that did not go well due to poor communication on their part. I quickly learned my lesson again to just walk away and stay away.

On 3/18 I ordered a CNT catback exhaust by phone with them. I asked that an invoice be sent to my email address so I could have a copy for my records. I did not think this was unreasonable request of a business since just about every business I have ever done business with gave me a receipt after they charged my credit card.

On 3/19 I received an email from Frankie saying the exhaust had been discontinued and wanted to know if I would like to exchange it.

On 3/20 I called and was asked to leave a message for Frankie because he was busy. I am very busy so I understand if he was.

So I waited until 3/25 but yet no phone call back. I looked at my credit card statement and even though the order was never placed they still charged my card and had been sitting on my money from day 1 without so much as even the courtesy to give me a phone call.

On 3/25 I emailed them early in the morning asking about the other exhaust they wanted to exchange it for with no response.

On 3/26 I emailed again and said to just refund me the money. Now this gets a response from them asking if I still wanted to exchange it.

Since I knew emailing them back was just going to allow them sit on my money even longer I decided to call. I told them that I wanted an immediate refund and a copy of that sent to my email. I said since you couldnt send me a copy showing I was charged for something that I never purchased you could at least send me a refund for my money you have had for the last 8 days.

I was given some excuse about how it would take time to do this today and it would have to be tomorrow. Again being understanding I said that would be fine and I would expect to see a refund in my email tomorrow.

Guess What! No email today from them. Talk about poor customer service and just a pure lack of concern for it.

My advice to every subaru enthusiast I encounter



Hello sir, Frankie was out on the 25th sick, We had to cancel the order with cnt and were not aware it was not in stock. We did refund you, normally will take 3-5 days as normal for it to show on your card by the same token it takes the same amount of time for us to receive $ from a card. you've been refunded and we are sorry you feel that way. We will continue to be here and improve our service to the community. Enjoy your refund and have a great day!
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Old 03-30-2013, 07:40 AM   #16
rogue
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100% Abuse

Default

There is already an IIR review thread. You should have kept it in there.
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