Buyer Beware!!!
12-13-2017, 07:48 AM
#1
Advanced
Thread Starter
Member Since: Mar 2017
Location: West Palm beach Florida
Posts: 81
Likes: 0
Received 3 Likes
on
3 Posts
Buyer Beware!!!
Not sure why the thread was closed, but looks to be that not all the facts are allowed to be said. The thread warning about Maryland Speed is an understatement. Do a google search on the Better Business Bureau and see what pops up. This is a common practice to take money and not send products until forced too. Use a credit card, that is your only recourse to protecting yourself. Read some of the comments at the BBB on how they would put buyers off months and months (all the while stating your items are coming, or should be shipped, or have been shipped) you will find that once the banks (charge card credits) get involved it all changes.
There is a reason I know this.
There is a reason I know this.
12-13-2017, 08:31 AM
#2
Burning Brakes
I take it the product is currently unavailable through their supplier/manufacture.
In their defense, they have little control over what the manufacture makes and how often they make it or how promptly they ship.
Since you are not prepared to wait for the manufacture/supplier, have you formally requested to cancel your order? Sometimes its really just that simple. However be advised that if they are having a difficult time sourcing your order... most every other shop will have the same difficulty sourcing what you ordered unless they have it sitting on their shelf... Sometimes there are legitimate reasons to why it takes weeks and even months to complete an order.
What was it that you ordered?
Good luck.
SPEED SAFE, NICK
In their defense, they have little control over what the manufacture makes and how often they make it or how promptly they ship.
Since you are not prepared to wait for the manufacture/supplier, have you formally requested to cancel your order? Sometimes its really just that simple. However be advised that if they are having a difficult time sourcing your order... most every other shop will have the same difficulty sourcing what you ordered unless they have it sitting on their shelf... Sometimes there are legitimate reasons to why it takes weeks and even months to complete an order.
What was it that you ordered?
Good luck.
SPEED SAFE, NICK
Last edited by AIR_RAM; 12-13-2017 at 08:32 AM.
12-13-2017, 08:56 AM
#3
Really don't mind a business drop shipping, but there is a point to charging someones credit card or taking payment long before the item drop ships to begin with.
Hence they are not paying the vendor for the item until after it ships and they are invoiced, meanwhile they are sitting on the funds drawing interest until the unit ships and the are invoiced instead.
Same goes for charging someone's CC, then waiting to order in a part until they can order in a few to get a better deal on the parts instead.
If there is going to have a long lead time before someone receives an order, then they should be informed of such lead times up front to begin with, so then can make the discussion to pay and wait for the part in the allotted time, or try to find it elsewhere that may have a faster receive date instead.
Hence this is where the complaints are coming from (not informed of the long lead times before they finalize the order to begin with), and what needs to change in their practice isntead.
As for charging someone CC at the time of the order, not a problem, so long as they are informed before hand that the item may take weeks, if not not months before they receive instead. Hence on a special order item, once they order it from a supplier, they are on the hook to pay for it, and should not have to eat the cost if someone changes their mind weeks or months later/can not be charged to the Credit card latter for some reason instead.
Hence they are not paying the vendor for the item until after it ships and they are invoiced, meanwhile they are sitting on the funds drawing interest until the unit ships and the are invoiced instead.
Same goes for charging someone's CC, then waiting to order in a part until they can order in a few to get a better deal on the parts instead.
If there is going to have a long lead time before someone receives an order, then they should be informed of such lead times up front to begin with, so then can make the discussion to pay and wait for the part in the allotted time, or try to find it elsewhere that may have a faster receive date instead.
Hence this is where the complaints are coming from (not informed of the long lead times before they finalize the order to begin with), and what needs to change in their practice isntead.
As for charging someone CC at the time of the order, not a problem, so long as they are informed before hand that the item may take weeks, if not not months before they receive instead. Hence on a special order item, once they order it from a supplier, they are on the hook to pay for it, and should not have to eat the cost if someone changes their mind weeks or months later/can not be charged to the Credit card latter for some reason instead.
Last edited by Dano523; 12-13-2017 at 09:01 AM.
12-13-2017, 09:25 AM
#4
Advanced
Thread Starter
Member Since: Mar 2017
Location: West Palm beach Florida
Posts: 81
Likes: 0
Received 3 Likes
on
3 Posts
Buyer Beware
What was ordered is off the shelf headers and X-pipe. Matter of fact they were in stock at the manufacturer on the day I placed my order (I confirmed from the company). I had no less that 5 calls and 1/2 dozen emails all with the same reply, its going to ship. I could have bought the items directly from the manufacturer ( I wish I had)
I agree that special order items should not put anyone on the hook (but these were not special order items), but over two months and still no product. If a company can take your money and wait months to deliver an in stock item, they should be called out on it. My goal is that we as a user community need to be open and honest. We all work hard for our money and don't deserve to be treated with anything less that common courtesy, we should expect to receive a product once you have laid out 1K-2K.
I agree that special order items should not put anyone on the hook (but these were not special order items), but over two months and still no product. If a company can take your money and wait months to deliver an in stock item, they should be called out on it. My goal is that we as a user community need to be open and honest. We all work hard for our money and don't deserve to be treated with anything less that common courtesy, we should expect to receive a product once you have laid out 1K-2K.
12-13-2017, 10:04 AM
#5
Former Vendor
My response is going to be the same as it always has been. You can get things cheap or fast. Yeah...maybe a manufacturer has something on the shelf. If you want it fast, pay them full retail, or pay our website price. Otherwise if we discount them, you will wait depending on how we source parts. In terms of billing, I am not going to go out and buy $1000 plus headers, and in many cases coat them, only to hope when they are done people pay for them. Most people don't need performance mods, so needs and priorities change on a whim. We cannot sell at the margins we do and be left high and dry because someone changes their mind. Hence the strict order terms, and billing up front.
I personally think it is disingenuous to accept a set of terms in exchange for a discount, then cry all over the internet to try and get faster service.
In terms of the BBB, we have a B rating in complaints where they moderate. They know how we do business and have a copy of our terms on file. The BBB does have a review section, which is not moderated in anyway. People post lies there under fake names all the time and there is nothing we can do about it. I call it the bathroom wall of the internet. If we have processed 110K plus orders and have 20 or so half truthful bad reviews on the BBB I can accept that.
As far as a further explanation I will just repost what I posted here-
https://www.corvetteforum.com/forums...post1595487559
I personally think it is disingenuous to accept a set of terms in exchange for a discount, then cry all over the internet to try and get faster service.
In terms of the BBB, we have a B rating in complaints where they moderate. They know how we do business and have a copy of our terms on file. The BBB does have a review section, which is not moderated in anyway. People post lies there under fake names all the time and there is nothing we can do about it. I call it the bathroom wall of the internet. If we have processed 110K plus orders and have 20 or so half truthful bad reviews on the BBB I can accept that.
As far as a further explanation I will just repost what I posted here-
https://www.corvetteforum.com/forums...post1595487559
I have been out the office this week because of a close relative passing, and just saw these replies.
The ultimate answer is we can do cheap or fast. We cannot do both. A lot of our competitors do not offer coating, and charge more to buy from wholesalers. The wholesalers have the parts in stock because they charge more for them. So the answer is yes, you can buy somewhere else and often get Kooks immediately. But it costs more. We can do the same thing if don't want a big discount.
The problem we have is every comes to us wanting the best price. That is the need. You mention a wait and they don't care with a big discount. Saving money is the need. As you can see below, we are very clear about how we do business with the discounts.
Then magically after money changes hands, the need turns into "how fast can I get them". Then the longer it takes, the more it turns into "lets turn up the pressure"...with posts like here and so forth. Nobody really wants to cancel, because elsewhere costs $100s more. It's basically an unhappy marriage where no one wants to leave. I don't want to lose a sale, and the customer does not want to pay more.
I make notes when I take orders. And I have people who I tell "Dude you will wait"..and they are like "for that price I don't care". So I note that internal order notes. Then you see them here upset about how long it has been.
Below in the quotes is where we list delays and try and be up front.
As you can see, we tell people up front on their invoices that-
- They will not get updates
- ETAs are not promised
- Do not book an install until you get the parts.
Yet still people complain they did not updates, we did not deliver in the promised time, and they missed two booked installs.
Now this is not every sale. A lot of customers understand and are fine with the wait. Also a lot of customers have their orders ship early. The problem is, even if we hit our 3-5 week ETA on coated headers, that won't impress someone enough to complement us since people expect mail order to be next day now. We have had extended delays on a few parts, but that seems to be clearing. On average though we meet our ETA's.
It is important to understand that we don't go to the effort to disclaim there will be delays and have pretty strict terms like below if we were not trying to be up front. Those terms cost me sales all the time because someone will come in a say that they want a discount...then ask to have it in a week and we tell them no. Also, no other dealer goes to the level we do to express there may be delays.
Listed in every Kooks part in the shipping notes:
Listed on every Kooks invoice along with link to terms. (emailed to customer with note in email to review in 24 hours and reply with any problems)-
Listed in the order terms agreed to at checkout-
The ultimate answer is we can do cheap or fast. We cannot do both. A lot of our competitors do not offer coating, and charge more to buy from wholesalers. The wholesalers have the parts in stock because they charge more for them. So the answer is yes, you can buy somewhere else and often get Kooks immediately. But it costs more. We can do the same thing if don't want a big discount.
The problem we have is every comes to us wanting the best price. That is the need. You mention a wait and they don't care with a big discount. Saving money is the need. As you can see below, we are very clear about how we do business with the discounts.
Then magically after money changes hands, the need turns into "how fast can I get them". Then the longer it takes, the more it turns into "lets turn up the pressure"...with posts like here and so forth. Nobody really wants to cancel, because elsewhere costs $100s more. It's basically an unhappy marriage where no one wants to leave. I don't want to lose a sale, and the customer does not want to pay more.
I make notes when I take orders. And I have people who I tell "Dude you will wait"..and they are like "for that price I don't care". So I note that internal order notes. Then you see them here upset about how long it has been.
Below in the quotes is where we list delays and try and be up front.
As you can see, we tell people up front on their invoices that-
- They will not get updates
- ETAs are not promised
- Do not book an install until you get the parts.
Yet still people complain they did not updates, we did not deliver in the promised time, and they missed two booked installs.
Now this is not every sale. A lot of customers understand and are fine with the wait. Also a lot of customers have their orders ship early. The problem is, even if we hit our 3-5 week ETA on coated headers, that won't impress someone enough to complement us since people expect mail order to be next day now. We have had extended delays on a few parts, but that seems to be clearing. On average though we meet our ETA's.
It is important to understand that we don't go to the effort to disclaim there will be delays and have pretty strict terms like below if we were not trying to be up front. Those terms cost me sales all the time because someone will come in a say that they want a discount...then ask to have it in a week and we tell them no. Also, no other dealer goes to the level we do to express there may be delays.
Listed in every Kooks part in the shipping notes:
Quote:
Kooks headers and exhaust are a handmade specialty product, and in many cases made to order. Once an order is in processing status, we cannot cancel your order. Orders for uncoated Kooks headers can take an estimated 2-4 weeks. Orders for coated headers can take an estimated 3-5 weeks. These are estimates, not promises. Do not book an installation until you have a tracking number. Orders for 2”, stepped, or limited production vehicles may take longer. If you have a shipping time concern, please contact us prior to purchase as we have added cost options for faster delivery. Do not order coated headers if you need a promised delivery date without contacting us first. In order to offer the pricing we do on this line, we must strictly enforce this policy. Kooks headers are sold for off road use only. They are not street legal.
Kooks headers and exhaust are a handmade specialty product, and in many cases made to order. Once an order is in processing status, we cannot cancel your order. Orders for uncoated Kooks headers can take an estimated 2-4 weeks. Orders for coated headers can take an estimated 3-5 weeks. These are estimates, not promises. Do not book an installation until you have a tracking number. Orders for 2”, stepped, or limited production vehicles may take longer. If you have a shipping time concern, please contact us prior to purchase as we have added cost options for faster delivery. Do not order coated headers if you need a promised delivery date without contacting us first. In order to offer the pricing we do on this line, we must strictly enforce this policy. Kooks headers are sold for off road use only. They are not street legal.
Quote:
Coated Orders-
Estimated 3-5 Weeks (Estimated, not promise)- Special Order- No Cancelations- Do not book install until you have parts. You will not receive updates unless you contact us until it ships.
Uncoated Orders
Estimated 2-3 Weeks (Estimated, not promise)- Special Order- No Cancelations- Do not book install until you have parts. You will not receive updates unless you contact us until it ships.
Sent to people after ordering coated headers-
Coated Orders-
Estimated 3-5 Weeks (Estimated, not promise)- Special Order- No Cancelations- Do not book install until you have parts. You will not receive updates unless you contact us until it ships.
Uncoated Orders
Estimated 2-3 Weeks (Estimated, not promise)- Special Order- No Cancelations- Do not book install until you have parts. You will not receive updates unless you contact us until it ships.
Sent to people after ordering coated headers-
Quote:
The entire MarylandSpeed Staff would like to thank you for your coated header purchase! Installing headers is one of the best, most rewarding bolt on modifications available for your car. They will make a true seat of the pants difference in how your car performs!
We understand this may be one of the largest purchases you make for your car. We respect that you have chosen to spend this amount of money with us, and wanted to take a minute to explain up front the process for receiving a coated header from MarylandSpeed.
In your research, you may have noticed that we offer ceramic coating for significantly less than our competitors. In order for us to offer the ceramic coating at the price we do, we have to work with both Kooks, and the coater to get the best price possible in order to pass on. We do not call Kooks and say “Hey, send a header to the coater for this person”. Instead, we place large stocking orders with Kooks to get the best price possible, and then fill the orders as stock shows up. This means that every week, Kooks sends us a large stocking shipment from what they have made. We then use this shipment to fill orders on a first come, first served basis. Because of the handmade nature of Kooks, and high demand, there is often a running backorder on parts. Based on that, we expect your headers to be here in an estimated 1-3 weeks, and then take a week or two to coat. Again, these are estimated times, and your wait may be a little sooner or a little later. You also may receive one part before the other because Kooks makes headers and connection pipes at different times.
You will be provided notification of shipment for your parts to the coater and to your location as each occurs. We cannot however provide running updates because we often do not know what is on our shipments from Kooks until the day they show up. Because of this, and the custom nature of the coating, we ask that you do not book an installation appointment until you at least have tracking for all your parts. It is an even better idea to wait till you have them in hand, and can verify there are no damages, shortages, or defects. The last thing we want is for you to miss an install date because Kooks miss an ETA, or the headers did not get coated fast enough.
While we are set up to provide the coating at the best price possible, we do have added cost options for faster delivery. If you require expedited delivery, or delivery by a set date, please reply to this email explaining your situation. Depending on the part, we may have some options that can make the order move faster, such as dropshipping from the manufacturer, expedited shipping or rushing the coating.
Thanks for your business, and understanding of this process so we can bring you the best product at the best prices!
The entire MarylandSpeed Staff would like to thank you for your coated header purchase! Installing headers is one of the best, most rewarding bolt on modifications available for your car. They will make a true seat of the pants difference in how your car performs!
We understand this may be one of the largest purchases you make for your car. We respect that you have chosen to spend this amount of money with us, and wanted to take a minute to explain up front the process for receiving a coated header from MarylandSpeed.
In your research, you may have noticed that we offer ceramic coating for significantly less than our competitors. In order for us to offer the ceramic coating at the price we do, we have to work with both Kooks, and the coater to get the best price possible in order to pass on. We do not call Kooks and say “Hey, send a header to the coater for this person”. Instead, we place large stocking orders with Kooks to get the best price possible, and then fill the orders as stock shows up. This means that every week, Kooks sends us a large stocking shipment from what they have made. We then use this shipment to fill orders on a first come, first served basis. Because of the handmade nature of Kooks, and high demand, there is often a running backorder on parts. Based on that, we expect your headers to be here in an estimated 1-3 weeks, and then take a week or two to coat. Again, these are estimated times, and your wait may be a little sooner or a little later. You also may receive one part before the other because Kooks makes headers and connection pipes at different times.
You will be provided notification of shipment for your parts to the coater and to your location as each occurs. We cannot however provide running updates because we often do not know what is on our shipments from Kooks until the day they show up. Because of this, and the custom nature of the coating, we ask that you do not book an installation appointment until you at least have tracking for all your parts. It is an even better idea to wait till you have them in hand, and can verify there are no damages, shortages, or defects. The last thing we want is for you to miss an install date because Kooks miss an ETA, or the headers did not get coated fast enough.
While we are set up to provide the coating at the best price possible, we do have added cost options for faster delivery. If you require expedited delivery, or delivery by a set date, please reply to this email explaining your situation. Depending on the part, we may have some options that can make the order move faster, such as dropshipping from the manufacturer, expedited shipping or rushing the coating.
Thanks for your business, and understanding of this process so we can bring you the best product at the best prices!
Quote:
Discount Policy-
While our website already offers great sale pricing, in many cases we may offer additional package or promotional discounts beyond the standard website sale price. We pride ourselves on having the best price, and want to give you the best deals possible. These discounts may be offered on the phone, or through the chat feature of the website as a coupon code.
When we offer these additional package discounts, delivery time WILL be impacted in many cases. As we discount more, where and how we can source the parts for your order is impacted. For instance a 10% discount on a part can eliminate many of the suppliers we can source the part from on price alone. Or for another example, you may be offered a discount because we have a stock order coming in with that part and we got an extra discount. The order may not ship until that stock order gets here rather than being dropshipped as a one off from a wholesaler.
If you need the part by a certain time, PLEASE STOP THE PURCHASE PROCESS NOW and discuss it with the sales rep who is offering you the discount. It is the customers responsibility to communicate any time delivery time needs at the time of purchase as it impacts how much of a discount we can give. In order to keep prices low, we do not cancel orders, or accept non defective returns on orders with additional discounts beyond website sale price.
By accepting the discount, you agree to these terms.
Discount Policy-
While our website already offers great sale pricing, in many cases we may offer additional package or promotional discounts beyond the standard website sale price. We pride ourselves on having the best price, and want to give you the best deals possible. These discounts may be offered on the phone, or through the chat feature of the website as a coupon code.
When we offer these additional package discounts, delivery time WILL be impacted in many cases. As we discount more, where and how we can source the parts for your order is impacted. For instance a 10% discount on a part can eliminate many of the suppliers we can source the part from on price alone. Or for another example, you may be offered a discount because we have a stock order coming in with that part and we got an extra discount. The order may not ship until that stock order gets here rather than being dropshipped as a one off from a wholesaler.
If you need the part by a certain time, PLEASE STOP THE PURCHASE PROCESS NOW and discuss it with the sales rep who is offering you the discount. It is the customers responsibility to communicate any time delivery time needs at the time of purchase as it impacts how much of a discount we can give. In order to keep prices low, we do not cancel orders, or accept non defective returns on orders with additional discounts beyond website sale price.
By accepting the discount, you agree to these terms.
Last edited by MarylandSpeed; 12-13-2017 at 10:07 AM.
12-13-2017, 11:31 AM
#6
Advanced
Thread Starter
Member Since: Mar 2017
Location: West Palm beach Florida
Posts: 81
Likes: 0
Received 3 Likes
on
3 Posts
Ill give you the benefit of doubt on coatings and special custom orders, but my order was straight up, no coatings, nothing but off the shelf items. And being perfectly honest, when I called the manufacture to check if you had even ordered them, he said no. Now granted you could have bought them, or planned to buy them from a wholesaler but that never really materialized 2 months later. Even the date you personally promised me, came and passed. And by the way, the discount not so special. The manufacturer offered to sell me the same items for the exact same price. They said it was not the first they have heard of this complaint.
12-13-2017, 11:44 AM
#7
Former Vendor
Ill give you the benefit of doubt on coatings and special custom orders, but my order was straight up, no coatings, nothing but off the shelf items. And being perfectly honest, when I called the manufacture to check if you had even ordered them, he said no. Now granted you could have bought them, or planned to buy them from a wholesaler but that never really materialized 2 months later. Even the date you personally promised me, came and passed. And by the way, the discount not so special. The manufacturer offered to sell me the same items for the exact same price. They said it was not the first they have heard of this complaint.
12-13-2017, 06:27 PM
#9
Brandon, seriously. You do not provide all this information when someone orders, particularly over the phone. Your major focus is on closing the sale at the discounted price with a take it or leave it one time offer, then you fail to outline the terms and you get pissed when people complain.
If you would just be more upfront with people it would save allot of complaints. Also, Step up you game and give customers a simple update via email. It’s not that hard. In your defense you do answer the phone and your pricing is excellent, but give people a better idea of actual shipping estimates. You missed my order by months and switched me from LG to Kooks because you had some billing issue with them. How do I know because I too called them to see the status of my order and they explained the issues you where having.
Ps your constant defensiveness on the forum is not winning you any new customers
If you would just be more upfront with people it would save allot of complaints. Also, Step up you game and give customers a simple update via email. It’s not that hard. In your defense you do answer the phone and your pricing is excellent, but give people a better idea of actual shipping estimates. You missed my order by months and switched me from LG to Kooks because you had some billing issue with them. How do I know because I too called them to see the status of my order and they explained the issues you where having.
Ps your constant defensiveness on the forum is not winning you any new customers
12-13-2017, 06:38 PM
#10
Former Vendor
Actually we do. The number one issue is web orders or chat orders, where people try and claim they did not see the terms. We do send the invoice with the no cancelations part, and the link to the terms after every phone order. Don't know what else I can do.
I am pretty easy. Pay our website price (which is good) and I will ship your stuff ASAP. Get a discount you will wait, and it ships when it comes in. Follow some of the nonsense posted here, and sispute your order to try and break the purchase contract you agreed to...well that stops everything until we win, which is 60 days more.
I am so blunt because I don't want customers who want the rock bottom price, agree to the wait, and then complain here. I also don't have sympathy for anyone who claims they don't know because we have so much documentation on our site, plus we have taken repeated beatings on here over the wait. I am working to get orders faster, but frankly if you don't know discounted orders from us take longer, shame on you at this point. It takes 2 mins of research.
I am pretty easy. Pay our website price (which is good) and I will ship your stuff ASAP. Get a discount you will wait, and it ships when it comes in. Follow some of the nonsense posted here, and sispute your order to try and break the purchase contract you agreed to...well that stops everything until we win, which is 60 days more.
I am so blunt because I don't want customers who want the rock bottom price, agree to the wait, and then complain here. I also don't have sympathy for anyone who claims they don't know because we have so much documentation on our site, plus we have taken repeated beatings on here over the wait. I am working to get orders faster, but frankly if you don't know discounted orders from us take longer, shame on you at this point. It takes 2 mins of research.
Brandon, seriously. You do not provide all this information when someone orders, particularly over the phone. Your major focus is on closing the sale at the discounted price with a take it or leave it one time offer, then you fail to outline the terms and you get pissed when people complain.
If you would just be more upfront with people it would save allot of complaints. Also, Step up you game and give customers a simple update via email. It’s not that hard. In your defense you do answer the phone and your pricing is excellent, but give people a better idea of actual shipping estimates. You missed my order by months and switched me from LG to Kooks because you had some billing issue with them. How do I know because I too called them to see the status of my order and they explained the issues you where having.
Ps your constant defensiveness on the forum is not winning you any new customers
If you would just be more upfront with people it would save allot of complaints. Also, Step up you game and give customers a simple update via email. It’s not that hard. In your defense you do answer the phone and your pricing is excellent, but give people a better idea of actual shipping estimates. You missed my order by months and switched me from LG to Kooks because you had some billing issue with them. How do I know because I too called them to see the status of my order and they explained the issues you where having.
Ps your constant defensiveness on the forum is not winning you any new customers