So here is my story. I ordered front and rear Project Mu NS pads from them Thursday 5/10 which I needed relatively soon since I was going to take my rotors off on Saturday 5/11 to have them resurfaced and thinking that I would install them a week later on 5/18 (today). After waiting a couple days this week, I checked the status of my order on Thursday thinking they'd be delivered by Friday at the latest. Checked the status, and my order showed as "processing"....meaning no tracking number assigned and thus I probably wasn't getting them. I sent them a friendly but rather frustrated email Thursday evening trying to find out the scoop. By 2:00 PM yesterday, still no answer to my email. I pick up the phone and call them, and get into what I consider the worst customer service conversation I have ever had:

Me: I'm calling on the status of order # XXXXX
Them: What did you order?
Me: Project Mu NS pads front and rear, 03 G35 with Brembos
Them: What is your name?
Me: <give them my name>
Them: Hold on...<puts me on hold>
Them: What was your order number again?
Me: XXXX
Them: OK, hold on <on hold again>
Them: OK, I see we are out of stock on the fronts but have the rears in stock
Me: Your website does not say this now, or then, and neither does my order status
Them: Yeah, we're out of stock on the fronts. It's just one of those things that people want front pads and they're popular right now
Me: So when will you have them in stock?
Them: Well, we usually start ordering when we run low, but you know these pads just come from all over, they just come in out of nowhere
Me: So will it be a day, 2 days, 2 weeks, 5 months?
Them: Oh no, it won't be that long, but at least a couple weeks
Me: So my car has been up on jackstands for a week while I was expecting these pads, do you think you could give me another pad for the same price or do something to help me out and get them out to me?
Them: No, I can only do 2 things with your order, either fill it or cancel it
Me: Just cancel it <hang up>

The pads just "come out of nowhere"? This is by far the worst vendor I have ever spoken to with absolutely NO CARE for the customer. No matter if you are at McDonalds or whatever...you never treat a customer with such an answer or make an attempt to help them.

While my opinion may not be worth much to all of you, I highly advise you to STAY AWAY from them as they obviously don't give a crap about their customers. This post is also on g35driver.com

 

theyre only one of the most popular vendors on the site



shame you had a bad experience...but dont fret theyre good guys. Im pretty sure everyone has bought something from them. I have. sounds like someone was slacking though.

 

Eh every vendor has its problems. I think you could've handled this a little bit better too.
Once they messed up my order, but they fixed it, what else CAN they do?
They messed up your order, there isnt much they can do to fix it other than cancel it, or you wait.
BTW, my friend has those pads and he absolutely hates them. I have hawk HPS, and i hate them too btw... Im going to try the EBC green pads. I hear they're good.

 

Uh...? After reading your whole post, I don't consider that bad customer service. The website cannot be updated 24/7. People work 8, 9 hours a day. It's very normal that you order something online and it turns out to be out of stock. It's their fault that they never informed you. But that's a common mistake that A LOOOT of vendors make. You gave them a call.. they didn't play any game with you. They told you straight that they will come in few weeks. You didn't want to wait, so they let you have you money back. Uh.. I say that's good customer service right there.

 

yea everyone gets bad experience sometimes. you should of talked to Andy@Performance here since he works there. try out other vendors here like intense power theyre great

 

overreact much?

 

haha that was the worst customer service call in history..gluck!

 

I for one, would never tear my car apart waiting for parts to arrive that I ordered online.

 

so are those the only pads they had in stock? If not you should have just canceled your order and ordered something else. I wonder why they didn't offer that to you?

 

that's why I call their # first before I order to check if its in stock. Ordering online is the worst as you don't know what the hell is going on their end.

 

The website can be linked directly to the inventory onhand, so a website can be up to the minute correct.

 

Uh.. I'm a software developer specializes in supply chain management.. So trust me I know what I'm talking about. The amount of human labor power involves to keep the website always up to date is always gonna be there unless you spend some insane amount of money on shelf live management using RF technology. Usually the amount of a specific item gets decremented when it gets shipped out of the warehouse. In the case 2 customers order the same item after hours and there's only 1 item available. The customer that orders later would think he ordered something "in stock". But in fact he's going to get "actually it's out of stock". You can disagree with me all you want. I know this stuff.. the more accurate a website is with its inventory, the more money is involved to maintain it. And MyNismo.com is no IBM. And this frustrated OP just proved my little theory.

 

It isn't as difficult as you make it seem with a company like Mynismo.com. We aren't talking about a company conducting hundreds of thousands of transactions a day

I ran into the same issue with this company. Finally gave up on the front brake pads I never received. Plus the whole fiasco with the credit card information really pissed me off.

 

I don't know about everyone else, but I have started to make sure something is in stock before I order it. With all the vendors on this site I have always been able to find what I needed IN STOCK. So much easier to do it that way.

 

I do that also, but there are times where the vendor will tell you a particular item is in stock, when in fact, it isn't. I was told the hawk pads I had on ordered were in stock, yet all I ended up receiving was the rear set.

 

Ummmmmm.....I am a software developer also and having an up to date inventory on your website isn't nearly as involved as you are making it sound.
My company, who is no IBM either, links a customer to our actual on-hand inventory and allows them to view exactly what is on-hand before placing an order. Any company, no matter how large or how small, must have an accurate accounting of on-hand inventory on their computer system. Do you think they just keep selling parts until a warehouse guy out on the floor shouts up to the front office "hey, we're outta those brake pads again?"

 

im pretty sure thats how Walmart does it...

 

Sounds to me like the customer service rep could have been a little more apologetic though...Didn't even say sorry for the inconvenience or anything of the such...but then again that's assuming the OP quoted word for word...

but sorry for the bad luck. Like someone else said, I'm sure they are a great business, but ever once in awhile it's just one employee that makes the entire company look bad.

 

I'm sure I got an unlucky break with them and am fairly certain my case was not the norm. However, the credit card information issue that affected alot of customers was unsat, not matter what excuse was given.

 

Seems like there's fault on both sides, but also a little bit of over-reaction.

As others have said, don't put your car up on jackstands waiting for parts ordered online.

I've made some orders with them, and their service seems to be about as good as anyone else. The one time I phoned in they weren't too concerned about addressing my problem, but overall they seem ok. They're still getting my business.