I ordered few parts to rebuild my power steering components from willcox 2 months back when I found that it was leaking so badly, they charged my credit card and told me that it will be ready to ship with in one week, 10 days later I sent them email about the delay with no reply, I waited for another week before I called, the lady which answered my call told me that someone will contact me by email, which he did after 4 days of my call!!! mentioning that they were just waiting for a small back ordered part and the order now is now ready to ship the next day. its been 20 days since their last email and still no parts!! is it just me or they normally take time to process orders??

I hope they have a good execuse for all that delay, otherwise I wont ever deal with them again. My car still on stands since then waiting for the parts to be installed!!

Hamad

 

Where do you live??

 

I just got my interior from them and had a few problems with some of the non-interior related items and they took care of them right a way. Just ask to have your money refunded and try another place.

 

Unless you pay the big bux for FedEx or UPS express you'll have to wait at least another 2-3 weeks...... snail mail to Europe usually takes 2 weeks, add another week to the Middle East.... where's Doha ? Emirates, Saudi ???

Edit:
just saw that you're in Qatar...

 

Give them another call and get a tracking number for the shipment. I have dealt with them a few times now and have had any issues resolved quickly. I find them to be a good group of people that try their best to take care of problems. I hope you have better luck.

Dc

 

I spoke with Norm out there about this same issue. I order a lot of parts from Willcox on a pretty regular basis. They're a good bunch of guys there but the problem is in their communication.
They take the order and, if they have the parts in stock, they ship next day. If the parts are on back order you can wait a couple of weeks which gets very frustrating. They just need to tell their customers which way it is so you don't waste time waitng for parts to arrive in 3 or 4 days but they don't show up for 2 or 3 weeks.
Best,
Greg

 

I feel your pain!


I have been dealing with them for over 20 years and they are still as slow and mistake laiden as ever.

The last time that I ordered from them last year a 3500 dollar order took 6 months to complete then there were parts missing and the wrong parts.

It took them 3 months to find out that they sent them to someone with the same last name as me early christmas for that guy lol

I find out talking to them that he had not placed an order in 10 years. Go figure

Fact is they are the cheapist around and that keeps them going

 

MYBAD79 :
I have a NY address which I use for all my US orders, so all my orders through US vendors are just like any local purchase.

Greg :
Thats exactly what I was telling them in my phone calls and emails! they have to inform the customer about it so he can decide to either wait for the back ordered parts or to get them from another vendor or ebay. they simply have a problem in communications.

tonyd21266 :
The only reason to buy from them is their cheap prices, other wise I really prefer CC or Ecklers, which I tried them a few times and they were very professionals.


The really bad thing that happened to me today, is that I told them in my last email ( a week ago) to just cancel my order and refund my credit card and they never responded to it. Today I found that they sent the parts last week and they came to my NY address yesterday!! so its been a week since they send them and they didnt even told me that!! what kind of customer care is that??

Hamad

 

It took me a full month to get my radiator support from them - and I live in INDIANA!

 

I haven't had the best of luck with them either. Not trying to throw gas on the fire, but a couple of months ago I mentioned here on the forum about how bad the rear carpet section fit in my '68. The next day, Wilcox replied in that thread that I shouldn't gripe about them on the forum. They then told me that they had already shipped a replacement to me (which I never asked for). I told them that I wasn't about to rip up the carpet that I had just glued in and that I would just live with it. They told me to just keep it or sell it. I'm thinking that's pretty cool.

1 MONTH LATER - A UPS guy shows up at my front door (without notice) with a call tag from Wilcox wanting the replacement carpet (which I never asked for). I tell them to come back tomorrow and I'll have it ready. UPS never shows back up.

2 MONTHS LATER - I get a call from Wilcox saying that "somebody's gonna get billed for the replacement carpet" (which I never asked for). I say come and get it. UPS shows up again with the call tag while I'm at work. They're supposed to make 3 pickup attempts but I've never seen them again.

I'm sure this whole mess is not over yet.
WTF?

 

You know if this company would correct all its service issues they would have a gold mine. I put an order in back in Dec., most of the parts came with no issues, a few either mis- shipped or back ordered. They have always taken care of me when I inform them of the problem, but why so many issues? I just got off the phone with them concerning my order from the end of DEC, I ordered the interior screw set for my 68, I am now installing the interior in my 68 and the set does not have the Qtr panel trim screws, site says they should be included. Called Joe, asked me if it was an on line order, I say yes, he says then you must use the email function to report your issue, what the heck is that? He was on the phone, could have very easily taken care of the issue, but is making the customer jump through hoops! Seems like they should upgrade the compete system they have there, should be pretty easy to look up my name, bring up any orders I have put in, look at any notes added in my account such as, returns, back ordered items, or any other issues, , and correct my current issue. But no Joe says if he gets involved it will really get messed up, funny what is it now! I really hope they read this, they seem to have some nice guys working there.

 

Now that's just retarded. Summit Racing is like that. The manager in the GA store told me that the retail stores and the internet stores are completely different companies. That makes for a real cluster phuk when I order online and drive to the store to pick it up.

 

I’ll try to address these issues one at a time:

One of our biggest problems right now is that we are expanding and growing. We are currently building a new building to accommodate some of these issues.

Do to this expansion; we have been hiring new people to solve these issues. Our system is not broke, they just are not aware of how it works. Of all the issues mentioned, two were a direct cause of new employees. One of the new guys is Joe! Joe is not that familiar with our system and how to solve problems. I agree, this could and should have been handled in a simpler manner and resolved while you were on the phone! I assure you Steve; Joe has been made aware how to handle a problem should another one arise! Another new hire is in the shipping department, and he learning the system too. When a part is not on the shelf to ship, it should not hold up the order! We try to fill the orders in any manner possible! In some rare cases backordered items will be a problem and these customers should be called so that they can make the decision either to cancel the backorder or let it ride.


Hammad

I talked with Tommy today about your order just now! It has shipped and is delivered. 1Z 660 283 03 4423 154 3 There is an exception on this order that it was held up DUE TO EMERGENCY CONDITIONS BEYOND UPS' CONTROL. Obviously, this is not then entire delay in your order and we take full responsibility for the delay. Of all the parts you ordered, one item was backorder. We kept getting promised by the vendor that it would ship out and be to us by a certain day. We finally got tired of waiting and order them in from a different vendor to fill your order. We believed that you wanted this order filled as one unit and not broken up. Both Tommy and myself apologize for the delay and assure you it will not happen again!

Sarchevyman,

I’m sorry, but screw set will be shipped out to you today! You’ll have them tomorrow morning. There needs to be some definite change to the description on the interior screw sets. The quarter panel trim screws that come with the kit are the screws on the inside of the car and not the retainer screws that are in the door jamb. Due to this confusion, we have sent a set to you no charge next day air.

There is a credit issued for two cables that were returned as well. It will be included with the order. Again, Joe is new and I apologize for his reaction and lack of knowledge. He is in training and blew it! He has been instructed that no matter what the problem is, he is to handle it! My business has always been customer oriented and the expansion and new employee’s have caused us some grief. (I think Tommy is going to be bald after today).

Joe has access to the files needed to accommodate you and any customer; he just did not understand where they were located at in the system. For some reason he thought that any online order problem had to be handled by email. I’m not sure why, but he knows now! Please excuse him, he will learn the system, he really is a good guy and meant no harm. Your tracking number on the screw set is 1Z 660 283 01 4563 3914

Scott Perkins,

The issue with ACC and the carpet set has been resolved. I am, and have been on medical leave for the past year. While I do monitor the forum for issues and problems (and solve them too) I was not in my office when ACC called us wanting to know about the carpet set we sent you. In trying to solve your rear carpet section problem I contacted ACC and had them ship you another rear carpet set at no charge. The carpet set was already shipped when you emailed me back and said not to worry about it.

The person that I contacted passed this on to her assistant who the instead of asking questions about the issue instantly sent you a UPS call tag for the return of the defective rear carpet set. This was not the way this was to have worked. When the carpet tag was returned ACC without the carpet, they invoiced our account. When our receivables did not have an order to match this invoice up to, they contacted Tommy. Tommy had no idea what I pulled off to get the carpet set sent to you and thus gave you a call thinking it was just an order replacement and not a free replacement. I apologize for the phone call and believe that Tommy is in the process of calling you now to explain this in person! I offered you the rear set at no charge, you owe us nothing and you need not return a thing! Fixing the issue is the main concern for me, you don’t need to worry about any return, or any cost for this! If ACC invoices us for their quality issue, then I will eat it! The issue here is that I solved the problem but failed to contact management to let them know what I did. Again, my apologies are in order for Tommy’s phone call.

Bluthundr: Your radiator support was on backorder, we shipped it as soon as it came in off of back order. I’ve not had a chance to look in to this just yet but I will.

Greg: We have been having communication issues! One of the biggest issues is when a customer orders parts on eBay and then wants to add to an order. Other problems include backordered parts with vendors, and even backordered parts that we are out of. We have changed our system recently to try to make sure that items not on the shelf are either drop shipped from another source at our cost. or brought in instantly. Receiving is now in control of the orders, where before these were handled by the sales person. Taking away this responsibility from them allows the receiving department to look at orders directly and then bring issues forward that need to be addressed.

I am asking you guys that if you have an issue, either with an employee, a backordered part or any issue what so ever, please feel free to contact me direct at the customer service email address. I can fix any issue you have! I promise! These emails come direct to me! I will not be returning to my office and will only be working on internet orders, the web site and Customer relations. There is no problem that I can not fix.

Customer Service
Willcoxcustomerservice@willcoxcorvette.c om

I appreciate all the past business, and it’s you guys (even the angry ones) that have made this business thrive for the past thirty years. We have had our ups and downs and if it were not for the forum, many issues would not be noticed. We will continue to make changes and we will continue to stand behind any issue, and any problem we have!

Best Regards,

E. Fry
President
Willcox Inc.

 

Wow! Thanks Mr. Fry. That's how it's supposed to work. I hope you realize we as a group aren't just lashing out although it may seem that way. More than anything we are bouncing information off one another. Thanks to you for stepping up to the plate and making things right. And yes my wife called to say that Tommy had left me a message at home already.

 

Mr. Fry, I really appreciate your post to explain to us what was happening. Obviously, its nothing personal between us and Willcox, but if Willcox will not fulfil our requirement of a reliable vendor, then some other one will. In your case, I found Willcox to be a very good vendor for my first 2 or 3 orders, in fact, was the best, but after that, I've noticed that the customer care started to get degraded until it reached a point were no one responding to my emails at all!!. I understand that back ordered parts will need some time up to few weeks which I have no objection at all about it, but if they will not inform about it then I will start complaining!!

Mr. Fry, IMHO Willcox only have one problem, communications with customers.

Thanks again for your reply, I wish you all the best luck.

Hamad Al Mannai

 

Nice reply E. Fry
Thanks,
Greg

 

Thank you very much for the reply, as I stated the guys are great and try to be helpful, once you get the bugs worked out the others better watch out. You got price, good quailty, and as service improves you will have everything needed in a vender and there will be no reason to look at others. Again, Thank you

 

i ordered a steering box from them years ago. the box was defective so i sent it back and never did get my money back on the card i used. i learned my lesson with them. never again. i suppose they were growing back then also. buyer beware. great prices, questionable service.

 

I think Willcox has great prices and products, but the customer service is just so... indifferent to the customers, I would prefer to go to Zip and pay a few dollars more. Also, my comments are not ment to bash Willcox, just trading information and perhaps providing constructive critisism to them.

I would have been fine with my radiator support being backordered for a month had I known that. The page for that item says nothing about having to be backordered or there being a delay. If there was a little sentance that say "Note: This item is a special order. Allow 4-6 weeks for delivery" I would have been content. If I see an item on a webpage with no special notices on it, I assume it is in stock and youre going to stick it in a box and send it to me.

Also, after it was ordered, my order just said "processing" - nothing about a delay or backorder. In fact, I just checked the website 5 mins ago and it STILL says "processing." No information about it even being shipped. My radiator support is painted and bolted in my car already.

 

I Guess ya can't please everyone. Personally, I've had great luck with Wilcox, and look forward to ordering from them again I ordered wheels, they were on my doorstep in three days. I received great service, they even called me before shipping to ensure I got the centercaps I wanted Not trying to bash anyone , but it's only fair if we're discussing the bad experiences, we need to include the great experiences as well.