Terrible customer service. Wouldn't return calls or emails or cancel an order soon after it was placed and before it was sent, wouldn't refund express charges when parts failed to arrive. Literally hours spent on the phone on hold and in conversation (mainly hold) with them to resolve. STAY AWAY FROM AUTOPARTSGIANT.COM. They don't know how to treat a customer!!!
Here is more detail and a bit of therapy for me. I ordered parts on Friday, June 19, late in the business day, that I needed rushed. On the 21st I opened the email I had requested with the specifics of the order and realized that there was an express charge that I missed (phone conversation - my mistake, theirs, who knows). At this point I wanted to cancel the order because the express fees were huge.
I called first thing Monday morning, figuring I couldn't have processed yet and was told it was too late. I asked for a supervisor and got his voice mail - left a message and followed up with an email. The order was delivered by them to UPS 10 hours later. They couldn't cancel??? Then the following day (the 23rd) they placed an order with the manufacturer of the gasket set that was the only thing I actually needed ASAP.
I had been told I would get the parts on Wednesday, the 24th. I got all of the parts for the END of the repair on that day. They are useless without the gasket set. It turns out the manufacturer messed up the address and I won't receive the part until probably tomorrow (July 3rd) and my mechanic can't finish the repair for my road trip next week.
They can't seem to understand at Autopartsgiant.com that regardless of the fact that I got PART of the order, that part could get here next week and do me as much good as its done sitting on my counter. My mechanic can't start the job without the gasket set! They won't budge off removing the $45 Express Lane Service Fee since I got part of the order. This isn't a product they bought, it is just a "service" they provided, although it didn't achieve what I needed.
I have literally spent hours on the phone with them and the manufacturer of the gaskets to work this out and figure out where my parts were, and they aren't willing to concede on the cost of their special "service". Don't they understand that losing a repeat customer and having a dispute by the credit card company isn't worth their lousy extra charge?
LOS ANGELES, CALIFORNIA -- My story is very much like all the others that have been posted here about this company. The saying "caveat emptor!" definitely applies. High tech has made it increasingly difficult to determine who is legit and who is not. This company has gone to great lengths to make itself look professional and legitimate. Lots of nice web pages of the supposed inventory, a tool free customer service line, and all the trappings of bona fida company. Nothing more than a wolf in sheep's clothing.
My first tip off that this company was scamming customers was the shipping. The part was to be shipped via UPS ground. A reputable and trusted company to be sure. When I saw the email invoice, there was no tracking number. Warning Will Robinson! UPS never ships its packages without a tracking number - ever! The company provided me with a login password to track the status of my order. Guess what? Another dead end. No information was available. Just a comment that it may take up to 72 hours to receive a tracking number. Right, and I have some beach front property in Arizona for sale.
The customer service number is useless. You will be told that they are working hard to assist you when you call. Then you are told your position in the queue. If you hold long enough, 15 or 20 minutes, perhaps you will get to talk to someone. Generally, your call is conveniently disconnected when your time finally comes.
I decided it was time to bring pressure on this larcenous lot of snake oil salesmen and filed a formal complaint with California State Attorney General's office and the BBB. I then contacted my credit card company and disputed the payment. If you don't do this, they will get your money. If you have had dealings with this company, you too should file a complaint with the Attorney General and the Better Business Bureau. Theft is a crime. Take action!
CALIFORNIA -- This is legendary customer service, in a bad way. I went all the way up to **, the Sales Manager. They quoted me a price based on their alleged "Price Match Guarantee", which is only a guarantee if they decide they want to honor it. The secret is that they have a list of who knows how many parts that are restricted (no price matching). They took my payment and shipping info and told me they would match the price. It wasn't until I called ** to complain about a shipping problem that he told me they could not charge me less than full price.
Terrible experience. Waited 1 week 'til product status changed to shipped. Waited 2 more weeks and nothing. Called 1-800 # and waited 30 mins. Finally got someone and after explaining my problem, I was told there was a warehouse error and my order was cancelled and I would get a refund in 3-5 bus. days. Never happened. I called back and same thing. 30 min hold.
When someone answered, I was transferred to a voice mail for the "refund department" before I could even finish explaining my issue. Left voice mail and waited 2 more days with no results. I had to make a claim with my bank and it was out of my hands from there. Dealing with AUTOPARTSGIANT.COM is a huge waste of time!!!!
I ordered a part from Auto Parts Giant (APG) and saw the days pass by and my mechanic kept calling me to tell me that the part had not arrived. The funds were rapidly drawn from my credit card, yet any attempt at calling APG was futile...just as you will read in any of the other posts. Realizing that I was dealing with a fraud, I quickly called my credit card company and made sure that no other orders were placed on my card from this merchant. Furthermore, the total amount was credited to my account (Chase Mastercard just in case you wanted to know).
I asked the customer representative at Chase if there was anyway of flagging APG's account so that they can't continue to do this to others and she rightfully told me that they can't. However, if enough people begin to call with the same complaint, that Mastercard may suspend their account.
All I can say is: We are on this forum because we didn't do our due dilligence...duh! We can do something about APG and other scammers by informing our financial institutions (they keep tabs on these things). This is not a plug, but Chase was absolutely fantastic about this. My funds were returned faster than APG could withdraw them. These guys are out of California, does anyone know if there is any legal action being taken against these guys? Maybe someone has filed a complaint at the attorney general's office...?
VISALIA, CALIFORNIA -- I ordered a window regulator and an interior mirror on March 14, 2009. They had printed on the receipt that I would receive it within 3-8 working days. It had been 12 working days and I still have not received it. I sent an e-mail to inform them that I have not received my car parts on March 24. They sent an e-mail out on March 25 and said that it had been shipped even if it was shipped that day. It now has been 5 business days.
I called them several times before that e-mail and 2 times after the e-mail and could not get a hold of a live person. Except on March 26, I got a hold of a live person. He told me that he could e-mail me a tracking number within 48 hours, which I never received. I asked him if he could just tell me where my package is and the tracking number. He said that he didn't have it and that he can only e-mail it to me within 48 hours. I then asked to speak to a supervisor and waited.
I hung up because I waited for a while and ** from extension ** called me back to have me return his call. I called back the next day on March 27. Left a message for ** to call me back and no one called me back. I am still waiting for my order to arrive by UPS. Today is March 31.
CALIFORNIA -- A word of warning to one and all...be wary of doing any business with the people from Auto Parts Giant.Com.... unless you are willing to waste both time and money, take your business elsewhere. These people are managed by a guy named **, who (1) doesn't know if he's got the part in stock or not; (2) doesn't give a straight answer when you call or email him when inquiring about when you can expect shipment; (3) can't give you ANY information about your order, other than that it is "in process".
They don't wait any time in taking the money from your credit card, only to keep you waiting and waiting, wondering when you are actually going to receive the parts you've ordered. Additionally these are the same parts that I've paid EXTRA money for the speed of overnight or 2nd day air delivery.
I ordered on July 14th and paid extra for 2nd day air, they took my money on the 17th. The item I ordered was list as "in stock". I checked their website daily for movement on the item and saw none. I called on 20th and inquired, only to be told that it was in process. I called again on the 21st, on the 23rd, 24th, 25th again, only to be told that it was in process and I was constantly reassured that the item was both "in stock" and "in process". I received an email on the 27th indicating that my order was canceled because it was not in stock and that my money was credited to my credit card account.
I called the bank to be sure that the money did find its way back into my account. It had not...and I ordered my parts from another company who had the parts in my hand the following day. (Good work A1Auto.com!! You guys have your act together!)
It is now July 31st... I still have not seen my money returned. After placing another call to ** the manager, I was informed that he has not way to trace my funds transfer. He told me that the email I received canceling my order was the only receipt I needed, he doesn't know the name of the bank through which they transfer funds and that he doesn't even know what bank he draws a paycheck from. This is a fly-by-night outfit that will probably be run out of business by their own lack of knowledge and integrity. Spread the word and avoid these people and help put guys like ** out on the street.
Please take the time to visit these other sites that I've sent these comments to...and check out what others have to say about AutoPartsGiant.com. I think you'll see a definite trend of ineptness, unprofessionalism and a total lack of integrity.
It took me many hours of phone calls, emails, being put on hold for 30 minutes each time to find out they never shipped the product I ordered. They kept claiming it was shipped, but they kept refusing to provide a tracking number. I wish I had done some due diligence before ordering from this company.