Hi,
I was looking for a vendor review section, but couldn't find one. Hopefully this thread is in the right spot. I wanted to post my review on their customer service and my experience.


Sept. 8
I placed an order with THM for shocks/springs/camber kits/wheel spacers/Front lip. When I recieved my reciept via email, the wheel spacers were not charged because they were back ordered. Even though they didn't tell me when I placed my order, I thought that was great that the company would actually consider each part rather than just charge customers mindlessly.


The next day they sent me tracking for shocks/springs, and the day after that, I recieved tracking for the camber kit. I was told the front lip should ship shortly. I was impressed with the service at first, everyone was helpful and the prices were great.

Sept. 11
I contacted my salesman for an update on the front lip and he told me to call THM shipping department. I called and was told the item had ALREADY shipped and Seibon has lagged about forwarding the tracking number. I'm actually a somewhat patient person, so I didn't care. I'd have my hands tied with the suspension install anyway.


I recieved an email from the THM shipping department saying the lip would not be available until the middle of next week. THM then asked me if I wanted to switch the lip out for a lip they had in stock. I declined their offer because it was only a 1 week wait. I thought that was very professional of them to EMAIL ME and tried to compensate.


I emailed asking for an update on the lip. Their response was the lip should go out Mon/Tues of the upcoming week.


I emailed again for an update. Their response was " I need your phone number for Pilot air shipping, it will go out Monday.


Again for an update. Was told, "Next week, still hasn't left seibon"


Update. THM's response "Available again on Thursday/Friday"




So now, it's been over a month since I placed the order. And have just been told, next week, next week, next week by THM. I got frustrated and decided to call Seibon and they told me "6-8 weeks". That's it, that simple. If I had known the item would be out for that long, I wouldn't have bought it. I would've found another vendor with the item in stock. I understand that the vendor is at the mercy of the manufacturer, but at least give me a real time line. All I had to do was call and I got it myself. I shouldn't have relied so heavily on THM.


So to sum it all up, I am unhappy with the current situation. I was told it was shipped, to it not being ready until next week, and then just pulled along for another month of guestimate shipping. I would probably not buy from them again unless the price was ridiculously low and if the item were in stock physically.

 

I've used them several times and never had a problem. Then again, I see the word "Seibon" in your post and based on the number of complaints on this forum, that name seems to show up more often than any other. Maybe that's the source of the problem

 

I've used them a couple of times and thought they were great! Quick to get back with me if its email or calling me, quick to get me any tracking #'s, etc.

I would agree that this sounds more like the manufactor vs. the supplier.

 

I was also extremely happy with THM.

 

I just recently ordered coilovers and a camber kit from them and everything went flawlessly. Customer service was great, everything shipped quick, I couldn't have asked for anything more. Sounds like the problem is more related to Seibon if anything. Good Luck.

 

I had good experience with them as well. I'm sure theres an explanation for this. Dont go ape **** on them, give them a chance to make it better.

 

it sounds like they are getting bad info from seibon and just trying to relay what they were told. sounds like the service is great, so if anyone, I would try to keep your frustrations with seibon. most auto part suppliers are at the direct mercy of the companies they drop ship from ..

 

I said in my original post, that whatever items I did recieve were great. No complaints on that part.

My main point is that the customer service/contact has gone down hill as the weeks have gone on. They started out by telling me the item was shipped, to telling me it was going to be the following week over and over. How is it that I called Seibon directly and they gave me a 6-8 week estimate which seems more accurate than the THM "next week".

Who said anything about me getting unreasonable or soon to go ape ****? I always gave them 2-3 days after their estimated shipping to contact them and see if things went as planned. I had to contact them and not the other way around. I know I'm not the only person on this planet, but at least follow up.

 

PM them the link to this thread.. Im sure they will help u now..

 

hmm, i had a pretty positive experience with THM when buying my coilovers too.

 

That website needs to say if they have it in stock or out of stock so you dont have to waste your time. I bought a cruisecam mount for my 350z from provideosound.com like 2 months ago never got the item and yes I was charged for something they don't have. I think the product was only $45 bucks long story short I gave up he got my money and I got nothing he said he could send me my money back but I wasn't going to give this guy anymore information then he already had. I called Visa about it they said they can't do nothing.

Provideosound is a scam!!!!!!!


http://www.provideosound.com/cruise-1.html

 

I have ordered with them several times now. They Saved my *** when I had an install date and another vendor on the forum failed to complete my order as Quoted. That Vendor also failed to notify me!!!

So I give THMotorsports a I recently picked up my Quaife Diff from them. Awesome pricing!

I feel the blame falls on Seibon..... At least they are keeping you updated and trying to help. To bad you didn't Opt for the option they had given you. Would have your Lip installed by now.

 

The blame is on Seibon, I understand, but the only reason THM keeps me updated is because I email them. I have failed to recieve an email from them without me initiating first. And no, it's not too bad I didnt go for their option for another lip. If I wanted that other lip I would have ordered it. I don't think it is smart to settle for car parts when you know what you want and pay decent money for them. Go order some volks and just take rotas because volks aren't readily available.

I know THM isn't trying to scam, steal money, or intentionally pick on random customers. Just not happy with their customer communication.

I will PM this thread to them. Great idea!

 

THM is good people...I'm sure they'll get this squared away and you'll have your lip.

 

Here's an update and it didn't make anything better.

I emailed THM on the 19th asking for an update on the item since they said it would be available Thursday/Friday of the week before. After 2 business days and NO reply, I decided to call in. Don't know who I spoke to but it's the same guy everytime (ext. 7) and he told me he will contact me within 2 hours to give me an update since his contact was out from Seibon. After 4 HOURS, I had to call back and as soon as I ask, he saids "Oh, Yeah", puts me on hold and gives them a call.

-In that instance, I knew this was a lost cause. He didn't even make an attempt to call them until I had to light a fire. Also, didn't apoligize for not getting back with me in the 2 hour period -

He saids that Seibon got a shipment in and will ship out tomorrow. He saids call back to get an update.

I call back in and once again and puts me on hold (I called him at 4pm, so he had majority of the day). He saids they didn't recieve the lip in their shipment and it's best to cancel my order....

***NOTE- I didn't check my email until now, but they emailed me eariler in the day with the same news. *********


I'm not a logistics expert, nor do I have huge warehouse background, but I know each shipment contains an invoice which details the contents of an order. Whether it's backordered or not, they shoud of been able to tell me yesterday and not waste one more day of my time. I missed an opportunity yesterday to buy a 06+ front nismo lip.

I don't understand how THM kept telling me it'll be in next week, next week, to, it's going to be backordered for a long time. Seibon told me that a long time ago. So there is something not right about the way I was treated.

Now I have to email to cancel my order, and I'm sure I won't be compensated in any way. I also feel that I will be charged a restocking fee or cancellation fee and I'll have to argue my way out of that.


All in all, I WILL NOT ORDER FROM THM again. Their customer contact in regards to order tracking sucks. I will update one more time to see if I can get my money back.

 

As aforementioned, there is no way I would have found this post unless I searched THMotorsports. If you wanted a refund before hand, we would of had no problem doing it and your getting every dollar of it back. I as well, have put a credit on file for you for our mishap, although we only go by Seibon's words.

I understand many of you think that this business is as fluid as others online, but all of us as retailers or distributors are forced to deal with different companies daily. Some suppliers are true to their word and deliver on time, and others like Seibon in this case, basically steered us the wrong way. In response, you think our customer service is bad, but we are sitting like ducks waiting for answers. We do far to much business to try to rip any single person off, and its against the entire view of the company.

For future reference, for ANYONE reading this, if there is a severe problem that you cannot get an answer from any shipping personnel, contact the GM which in this case was me. Making a post online about your experience, and not linking your sales person becomes useless. If I would have seen this, and talked to you via the phone, this lengthy time wait would not have happen. You would have had your money back ASAP and we would have waited for to get the parts back in stock first, before withholding funds.

We have only you guys, our customers to thank for our growth and success. There is no reason we would turn away regardless of how much is spent. In this case, it was a sizable order that we thank you for.

The only way I found this thread was from your polite cancellation request email to me with a link in it. If it wasn't for that, I would have never found it.

To move on, your funds have been credited back. They take 48-72 hours to hit your account, so please wait for those to appear.

 

Like I said back in post #2, it seems like most complaints here involve them.

 

Sorry if i sounded a bit upset with this, but its just we get this on a daily basis when items are on backorder with manufacturers, and we get the blame. But, regardless, Edward has been credited back and no longer has to wait for a part never coming. I just wish we could have avoided this thread, because now people go on here, at a glance and instantly judge that THMotorsports was keeping this guys money and are a bad company.

Davez#3 and 350deeznutz (Edward),

If it is possible upon Edward's permission to have this entire thread deleted. I do agree my shipping manager could have put some more attention to the matter, and it is our fault for that, but not for the lack of shipping.

Let me know guys,

I would rather make this honest and for everyone to see the answer on here, than just send an email and possibly one day this post disappears.

Edward

 

OP can always request that a thread be closed or deleted.

 

If you look at the thread date, it's only been 3 days. I finally got fed up and decided to post my experience. This thread has not been going on for an obscene amount of time. If I had been upset earlier, I would have linked you earlier.

That's funny you mention I should of contacted you because I PM'd you for a tracking update early on and you just told me to call the shipping department. So respecting your website and you, I considered dealing with the shipping department the proper way to track my order.

By being told from the shipping department that was told by Seibon " It will be next week", why woud I need a refund if all the wait was just one week? That is why we are now 1 month, 2 weeks, and a couple of days from the original order date. If I were told that the wait would be 2 months originally I would of cancelled the order from the beginning and this thread would not exist.

Nobody should get the wrong idea that THMotorsports is total crap. Like I mentioned, other items I ordered arrived quick and prices were great. Just happens that this was a bad case and I won't return as a costumer.

One more thing, I've said it before earlier too. I know Seibon has a lot to do with the problem, but the communication was horrible. That is the point. I called seibon they gave me a more accurate time frame than THM had ever given me. Not to mention just going the extra mile and asking their Seibon rep to go over the invoice to make sure the item was in the incoming shipment doesn't seem to hard does it?

I don't think this thread should be deleted.