My experience with Complete Street Performance
Thread Starter
Race Director
Joined: Oct 2012
Posts: 17,388
Likes: 6,530
From: Melbourne, FL
My experience with Complete Street Performance
I know there was another thread about these guys recently, but it went a bit off the rails, so I figured I'd share my experience with them (thus far) trying to buy headers.
I had previously ordered an exhaust for my other car through them, so got what they do. They drop ship almost everything, which was fine for me, as I didn't need them in a huge rush. Placed my order the week before Thanksgiving and they were prompt in charging my PayPal (wouldn't even consider not using PayPal), and sending an automated email to let me know they'd update me when it shipped. Great. I had reached out prior to buying a b they let me know it was a 4 to 6 week lead time, so I was prepared to wait.
I reached out a few days after to check and see if that was still the lead time. No response outside of the automated "your ticket has been entered" one. It's right after black Friday, I'll give them the benefit of the doubt. Give it a week or so, reply to it saying I still haven't heard back. No response. Reached out via PM here to inquire about it, no response. Emailed the email on file with PayPal, no response. It's the holidays, so I give them the benefit of the doubt, maybe it's all automated and will show up.
5 weeks goes by, haven't heard anything, no responses anywhere. Try calling them, they say to use the online form for online orders. Cool, that's worked not at all thus far. 6 weeks goes by, nothing, no response, no headers, just a bunch of my money in the ether. I open a case with PayPal, they say "try to work it out with the vendor before we get involved" and send them a message. No response. A few days go by and I escalate it to PayPal. PayPal gives them like 2 weeks to respond. So that's where we are at, waiting to see what happens. They might magically show up with tracking info the day before PayPal refunds them, they might never respond and PayPal gives me my money back.
So that's my experience. Hope it helps someone out there out. I wouldn't say they're an outright scam, but I guess more like they're probably being crushed under their own business.
I had previously ordered an exhaust for my other car through them, so got what they do. They drop ship almost everything, which was fine for me, as I didn't need them in a huge rush. Placed my order the week before Thanksgiving and they were prompt in charging my PayPal (wouldn't even consider not using PayPal), and sending an automated email to let me know they'd update me when it shipped. Great. I had reached out prior to buying a b they let me know it was a 4 to 6 week lead time, so I was prepared to wait.
I reached out a few days after to check and see if that was still the lead time. No response outside of the automated "your ticket has been entered" one. It's right after black Friday, I'll give them the benefit of the doubt. Give it a week or so, reply to it saying I still haven't heard back. No response. Reached out via PM here to inquire about it, no response. Emailed the email on file with PayPal, no response. It's the holidays, so I give them the benefit of the doubt, maybe it's all automated and will show up.
5 weeks goes by, haven't heard anything, no responses anywhere. Try calling them, they say to use the online form for online orders. Cool, that's worked not at all thus far. 6 weeks goes by, nothing, no response, no headers, just a bunch of my money in the ether. I open a case with PayPal, they say "try to work it out with the vendor before we get involved" and send them a message. No response. A few days go by and I escalate it to PayPal. PayPal gives them like 2 weeks to respond. So that's where we are at, waiting to see what happens. They might magically show up with tracking info the day before PayPal refunds them, they might never respond and PayPal gives me my money back.
So that's my experience. Hope it helps someone out there out. I wouldn't say they're an outright scam, but I guess more like they're probably being crushed under their own business.
Melting Slicks
Joined: Feb 2010
Posts: 3,330
Likes: 903
From: Kentucky
That's really a shame because they have the best prices on a lot of things. They were $200 cheaper on an exhaust I bought for a truck last year. It was shipped for free and showed up two days later. I was thinking about using them again for an exhaust for my new truck as their prices are still the best I've found. But after the bad reviews here and elsewhere, I'd better keep looking. A lot has changed in the last year with the supply chain and other nonsense. But no matter what struggle a company is going through, it's not that hard to answer customers.
Team Owner
Joined: Apr 2008
Posts: 22,577
Likes: 1,696
From: South Carolina
My thing is communication is really cheap for them to do and really that goes for any of these "vendors"........
hope you get your headers....
If you don't, try Chip at custom corvette accessories.
hope you get your headers....
If you don't, try Chip at custom corvette accessories.
Last edited by hawkgfr; Jan 19, 2022 at 12:06 AM.
Thread Starter
Race Director
Joined: Oct 2012
Posts: 17,388
Likes: 6,530
From: Melbourne, FL
That's really a shame because they have the best prices on a lot of things. They were $200 cheaper on an exhaust I bought for a truck last year. It was shipped for free and showed up two days later. I was thinking about using them again for an exhaust for my new truck as their prices are still the best I've found. But after the bad reviews here and elsewhere, I'd better keep looking. A lot has changed in the last year with the supply chain and other nonsense. But no matter what struggle a company is going through, it's not that hard to answer customers.
Melting Slicks
Joined: May 2020
Posts: 2,136
Likes: 1,309
From: North Little Rock, AR
It sucks you are having issues with them. You guys are right that they tend to have cheaper prices than others. I ordered a Axel Back Exhaust from them on May 20, 2020 and it shipped 2 days later. So I had a positive experience back then. It could simply be related to the supply chain issues we are experiencing but it would not sit well with me to not have any communication. Good Luck and I hope it all works out for you and you get the parts you want versus a refund and have to start your search over.
Thread Starter
Race Director
Joined: Oct 2012
Posts: 17,388
Likes: 6,530
From: Melbourne, FL
I'm hoping they come through too. I splurged on ARHs, and if I end up not getting those, I'll probably go ahead and get something less expensive like OBX. They have those sitting in boxes on shelves, vs waiting for anything else to be built.
We will see how it plays out I suppose.
We will see how it plays out I suppose.
Supporting Vendor
Joined: Aug 2013
Posts: 1,213
Likes: 127
From: West Chester PA
I know there was another thread about these guys recently, but it went a bit off the rails, so I figured I'd share my experience with them (thus far) trying to buy headers.
I had previously ordered an exhaust for my other car through them, so got what they do. They drop ship almost everything, which was fine for me, as I didn't need them in a huge rush. Placed my order the week before Thanksgiving and they were prompt in charging my PayPal (wouldn't even consider not using PayPal), and sending an automated email to let me know they'd update me when it shipped. Great. I had reached out prior to buying a b they let me know it was a 4 to 6 week lead time, so I was prepared to wait.
I reached out a few days after to check and see if that was still the lead time. No response outside of the automated "your ticket has been entered" one. It's right after black Friday, I'll give them the benefit of the doubt. Give it a week or so, reply to it saying I still haven't heard back. No response. Reached out via PM here to inquire about it, no response. Emailed the email on file with PayPal, no response. It's the holidays, so I give them the benefit of the doubt, maybe it's all automated and will show up.
5 weeks goes by, haven't heard anything, no responses anywhere. Try calling them, they say to use the online form for online orders. Cool, that's worked not at all thus far. 6 weeks goes by, nothing, no response, no headers, just a bunch of my money in the ether. I open a case with PayPal, they say "try to work it out with the vendor before we get involved" and send them a message. No response. A few days go by and I escalate it to PayPal. PayPal gives them like 2 weeks to respond. So that's where we are at, waiting to see what happens. They might magically show up with tracking info the day before PayPal refunds them, they might never respond and PayPal gives me my money back.
So that's my experience. Hope it helps someone out there out. I wouldn't say they're an outright scam, but I guess more like they're probably being crushed under their own business.
I had previously ordered an exhaust for my other car through them, so got what they do. They drop ship almost everything, which was fine for me, as I didn't need them in a huge rush. Placed my order the week before Thanksgiving and they were prompt in charging my PayPal (wouldn't even consider not using PayPal), and sending an automated email to let me know they'd update me when it shipped. Great. I had reached out prior to buying a b they let me know it was a 4 to 6 week lead time, so I was prepared to wait.
I reached out a few days after to check and see if that was still the lead time. No response outside of the automated "your ticket has been entered" one. It's right after black Friday, I'll give them the benefit of the doubt. Give it a week or so, reply to it saying I still haven't heard back. No response. Reached out via PM here to inquire about it, no response. Emailed the email on file with PayPal, no response. It's the holidays, so I give them the benefit of the doubt, maybe it's all automated and will show up.
5 weeks goes by, haven't heard anything, no responses anywhere. Try calling them, they say to use the online form for online orders. Cool, that's worked not at all thus far. 6 weeks goes by, nothing, no response, no headers, just a bunch of my money in the ether. I open a case with PayPal, they say "try to work it out with the vendor before we get involved" and send them a message. No response. A few days go by and I escalate it to PayPal. PayPal gives them like 2 weeks to respond. So that's where we are at, waiting to see what happens. They might magically show up with tracking info the day before PayPal refunds them, they might never respond and PayPal gives me my money back.
So that's my experience. Hope it helps someone out there out. I wouldn't say they're an outright scam, but I guess more like they're probably being crushed under their own business.
I am looking into the communication issue. I see you did submit a ticket with us using our normal system and we responded about the 6 weeks which was the data we had at the time, actually padding it a little so we don't end up in this situation (figures we did anyway). Afterwards, I can tell you that the direct e-mail you sent was to an unmonitored address - the ticketing system where we were responding previously for this order, is the correct method. This is why you weren't getting newer responses. I will see if I can set up an auto-reply from that address so you and others don't think we're ghosting.
I do take this communication issue seriously as by far and large it is our biggest complaint. We're working to address it - its very hard being short staffed. We're trying to launch something that should be very helpful to our customers in getting immediate responses - and not having to worry about our responses winding up in "spam".
I would absolutely like to understand more about the communication issue from your point of view so I can fix it. You can e-mail me directly to follow up at Andrew@cspracing.com.
__________________
www.cspracing.com * Complete Street Performance * CALL US 610-628-1563
And don't forget to Like us on Facebook and follow us on Instagram @completestreet
And don't forget to Like us on Facebook and follow us on Instagram @completestreet
Team Owner
Joined: Apr 2008
Posts: 22,577
Likes: 1,696
From: South Carolina
I'm sorry for the issues you are having with this order. To get right to the point, in the system I'm showing your exhaust system was supposed to ship on 12/17/21 from an update we had on 12/8. The order has been in the system on with the supplier on 11/23 (the day after you placed it). I'm still waiting for an update on what is going on with it as its very odd to get an ETA update so close to a ship date and then miss it by over a month without further correspondence. I'm not going to name manufacturers because its not solely them. There is a lot going on in the industry right now with a MAJOR labor and supply shortage and it hasn't let up. However, I will get you an ETA personally.
I am looking into the communication issue. I see you did submit a ticket with us using our normal system and we responded about the 6 weeks which was the data we had at the time, actually padding it a little so we don't end up in this situation (figures we did anyway). Afterwards, I can tell you that the direct e-mail you sent was to an unmonitored address - the ticketing system where we were responding previously for this order, is the correct method. This is why you weren't getting newer responses. I will see if I can set up an auto-reply from that address so you and others don't think we're ghosting.
I do take this communication issue seriously as by far and large it is our biggest complaint. We're working to address it - its very hard being short staffed. We're trying to launch something that should be very helpful to our customers in getting immediate responses - and not having to worry about our responses winding up in "spam".
I would absolutely like to understand more about the communication issue from your point of view so I can fix it. You can e-mail me directly to follow up at Andrew@cspracing.com.
I am looking into the communication issue. I see you did submit a ticket with us using our normal system and we responded about the 6 weeks which was the data we had at the time, actually padding it a little so we don't end up in this situation (figures we did anyway). Afterwards, I can tell you that the direct e-mail you sent was to an unmonitored address - the ticketing system where we were responding previously for this order, is the correct method. This is why you weren't getting newer responses. I will see if I can set up an auto-reply from that address so you and others don't think we're ghosting.
I do take this communication issue seriously as by far and large it is our biggest complaint. We're working to address it - its very hard being short staffed. We're trying to launch something that should be very helpful to our customers in getting immediate responses - and not having to worry about our responses winding up in "spam".
I would absolutely like to understand more about the communication issue from your point of view so I can fix it. You can e-mail me directly to follow up at Andrew@cspracing.com.
Awesome from what I read....and a golf clap for you sir. Good luck as well.
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Thread Starter
Race Director
Joined: Oct 2012
Posts: 17,388
Likes: 6,530
From: Melbourne, FL
Short update, I'd say not a great one.
Andrew reached out to me via email and looked into the issue. Apparently when he called his supplier, my headers were to be on the next shipment out, that day or the next. He said they'd have to unload them and then they could be shipped out to me. He said for him to continue with the order, I needed to close the PayPal dispute, which he has yet to respond to at all, and is set to expire tomorrow, when PayPal will reverse the charge due to no response from him.
I reached out to PayPal to see what this would mean for me, and was notified that if I did close the dispute, no further disputes could be opened on the transaction. I would basically be on my own for it. So needless to say, I'm in a **** position, where supposedly according to Andrew's s supplier he should have them any day, but if his supplier is being less than honest with him, I've got no backup from PayPal.
Sp basically, I'm backed into a corner on it. Pretty disappointed in how it turned out.
Andrew reached out to me via email and looked into the issue. Apparently when he called his supplier, my headers were to be on the next shipment out, that day or the next. He said they'd have to unload them and then they could be shipped out to me. He said for him to continue with the order, I needed to close the PayPal dispute, which he has yet to respond to at all, and is set to expire tomorrow, when PayPal will reverse the charge due to no response from him.
I reached out to PayPal to see what this would mean for me, and was notified that if I did close the dispute, no further disputes could be opened on the transaction. I would basically be on my own for it. So needless to say, I'm in a **** position, where supposedly according to Andrew's s supplier he should have them any day, but if his supplier is being less than honest with him, I've got no backup from PayPal.
Sp basically, I'm backed into a corner on it. Pretty disappointed in how it turned out.
Team Owner
Joined: Apr 2008
Posts: 22,577
Likes: 1,696
From: South Carolina
Short update, I'd say not a great one.
Andrew reached out to me via email and looked into the issue. Apparently when he called his supplier, my headers were to be on the next shipment out, that day or the next. He said they'd have to unload them and then they could be shipped out to me. He said for him to continue with the order, I needed to close the PayPal dispute, which he has yet to respond to at all, and is set to expire tomorrow, when PayPal will reverse the charge due to no response from him.
I reached out to PayPal to see what this would mean for me, and was notified that if I did close the dispute, no further disputes could be opened on the transaction. I would basically be on my own for it. So needless to say, I'm in a **** position, where supposedly according to Andrew's s supplier he should have them any day, but if his supplier is being less than honest with him, I've got no backup from PayPal.
Sp basically, I'm backed into a corner on it. Pretty disappointed in how it turned out.
Andrew reached out to me via email and looked into the issue. Apparently when he called his supplier, my headers were to be on the next shipment out, that day or the next. He said they'd have to unload them and then they could be shipped out to me. He said for him to continue with the order, I needed to close the PayPal dispute, which he has yet to respond to at all, and is set to expire tomorrow, when PayPal will reverse the charge due to no response from him.
I reached out to PayPal to see what this would mean for me, and was notified that if I did close the dispute, no further disputes could be opened on the transaction. I would basically be on my own for it. So needless to say, I'm in a **** position, where supposedly according to Andrew's s supplier he should have them any day, but if his supplier is being less than honest with him, I've got no backup from PayPal.
Sp basically, I'm backed into a corner on it. Pretty disappointed in how it turned out.
So exactly how is paypal better than just a credit card....
Supporting Vendor
Joined: Aug 2013
Posts: 1,213
Likes: 127
From: West Chester PA
Short update, I'd say not a great one.
Andrew reached out to me via email and looked into the issue. Apparently when he called his supplier, my headers were to be on the next shipment out, that day or the next. He said they'd have to unload them and then they could be shipped out to me. He said for him to continue with the order, I needed to close the PayPal dispute, which he has yet to respond to at all, and is set to expire tomorrow, when PayPal will reverse the charge due to no response from him.
I reached out to PayPal to see what this would mean for me, and was notified that if I did close the dispute, no further disputes could be opened on the transaction. I would basically be on my own for it. So needless to say, I'm in a **** position, where supposedly according to Andrew's s supplier he should have them any day, but if his supplier is being less than honest with him, I've got no backup from PayPal.
Sp basically, I'm backed into a corner on it. Pretty disappointed in how it turned out.
Andrew reached out to me via email and looked into the issue. Apparently when he called his supplier, my headers were to be on the next shipment out, that day or the next. He said they'd have to unload them and then they could be shipped out to me. He said for him to continue with the order, I needed to close the PayPal dispute, which he has yet to respond to at all, and is set to expire tomorrow, when PayPal will reverse the charge due to no response from him.
I reached out to PayPal to see what this would mean for me, and was notified that if I did close the dispute, no further disputes could be opened on the transaction. I would basically be on my own for it. So needless to say, I'm in a **** position, where supposedly according to Andrew's s supplier he should have them any day, but if his supplier is being less than honest with him, I've got no backup from PayPal.
Sp basically, I'm backed into a corner on it. Pretty disappointed in how it turned out.
I know that we have some communication issues that we are continuing to try to make better. One thing is for certain, if you have ordered from us you have gotten your parts. There is absolutely no one out there who didn't get their parts unless they canceled the order.
So I'm urging the customer to continue with the order as it's so close. But it's up to him. And I have no hard feelings with what route he goes, although obviously I would prefer to get him his parts as quickly as I can.
Andrew
Burning Brakes
Joined: Jul 2008
Posts: 771
Likes: 368
From: Millstone Twp New Jersey
Sounds reasonable given CSPs response that you should have some comfort in removing the dispute. Even if the date get punted a little further, you'll eventually get what you want but appreciate you want it in hand given the time that's lapsed.
Thread Starter
Race Director
Joined: Oct 2012
Posts: 17,388
Likes: 6,530
From: Melbourne, FL
Final update on this. I requested that PayPal extend the dispute out to give Complete Street time to get and ship the headers. They sent similar information to PayPal and PayPal was happy to do so. Unfortunately, complete Street never came up with tracking for the headers, and PayPal refunded me.
In hindsight, I'm glad I didn't cancel the dispute, because at this point I'd have no recourse and no headers. I get the impression that whoever is supplying Complete Street is the real underlying issue, and there's no telling how long it'd take them to wrangle their shadowy supplier to get my parts.
So, that's the end of my story, CSP never was able to source my parts, and since I used PayPal I was able to get my money back, but lost a whole lot of time. Perfect example of why I use PayPal almost exclusivelyy for online transactions like this.
In hindsight, I'm glad I didn't cancel the dispute, because at this point I'd have no recourse and no headers. I get the impression that whoever is supplying Complete Street is the real underlying issue, and there's no telling how long it'd take them to wrangle their shadowy supplier to get my parts.
So, that's the end of my story, CSP never was able to source my parts, and since I used PayPal I was able to get my money back, but lost a whole lot of time. Perfect example of why I use PayPal almost exclusivelyy for online transactions like this.
Administrator
Joined: Jul 2000
Posts: 53,988
Likes: 6,212
From: About 1100 miles from where I call home.
Apparently, the OP contacted a Moderator and the vendor contacted me. At any rate, this thread was re-opened to allow the OP to make another post, and the vendor is being allowed to make his. From vendor Complete Street:
As a long term sponsor of this forum, we are happy to have all our customers. However, in this case, the Trailblazer SS headers that were ordered were taking longer than the customer expected - he originally asked for a lead time over a month and a half before ordering, which the lead time increased from the 6 weeks we quoted at the beginning of October.
Right on the product where availability would be we have it pretty clear trying to discourage purchase by people in a rush by saying:
"Due to supply chain issues, this brand has extended delivery times and is special order/cannot be cancelled. If you have a question about delivery time, please contact us prior to purchase. Please do not order unless you can wait. "
Since I became aware of the situation, I remained in contact directly with the customer. I told him we would just cancel the order if he wanted to keep the dispute, warning him that it would put him to the back of the line as they are not a very popular part. He declined dropping the dispute, but wanted to keep the order. Mind you, this means we have not been paid for these special order parts, and they are parts we won't use in shop because we just don't work with the TBSS anymore.
So in the end, PayPal gave us an extra 5 days which was not enough for the parts to be shipped as everyone is behind these days thanks to the labor shortage. We had the parts on order since late November (when they were ordered from us) with no hiccups on our side to delay anything. Its unfortunate but this is the state of all manufacturing right now - there is just a lot of empty shelves from raw materials to finished goods, again something we are up front with.
I just wish the customer was straight forward with me in what he wanted to do. I repeatedly told him its not enough time and we will have to cancel the order unless he drops the dispute. Which he didn't want to do either option. Now his loss of time will be from starting over - going to roughly 12 weeks lead time for this part, instead of where he was at in line currently.
One thing I'm thankful for in this situation is that we found the customer was e-mailing an address that was not monitored - so we were able to come up with an auto reply to let people know, instead of the appearance we ghosted them. We are continually working to be better as we grow and this at least shined some light on what would have been a black hole of communication.
I think its important to understand it wasn't us who let down the customer and I wish the public feedback didn't suggest that.
I would like to add that we get our parts from either a national warehouse, or direct from the manufacturer. Neither of which would have made a difference in the lead time in this instance.
Right on the product where availability would be we have it pretty clear trying to discourage purchase by people in a rush by saying:
"Due to supply chain issues, this brand has extended delivery times and is special order/cannot be cancelled. If you have a question about delivery time, please contact us prior to purchase. Please do not order unless you can wait. "
Since I became aware of the situation, I remained in contact directly with the customer. I told him we would just cancel the order if he wanted to keep the dispute, warning him that it would put him to the back of the line as they are not a very popular part. He declined dropping the dispute, but wanted to keep the order. Mind you, this means we have not been paid for these special order parts, and they are parts we won't use in shop because we just don't work with the TBSS anymore.
So in the end, PayPal gave us an extra 5 days which was not enough for the parts to be shipped as everyone is behind these days thanks to the labor shortage. We had the parts on order since late November (when they were ordered from us) with no hiccups on our side to delay anything. Its unfortunate but this is the state of all manufacturing right now - there is just a lot of empty shelves from raw materials to finished goods, again something we are up front with.
I just wish the customer was straight forward with me in what he wanted to do. I repeatedly told him its not enough time and we will have to cancel the order unless he drops the dispute. Which he didn't want to do either option. Now his loss of time will be from starting over - going to roughly 12 weeks lead time for this part, instead of where he was at in line currently.
One thing I'm thankful for in this situation is that we found the customer was e-mailing an address that was not monitored - so we were able to come up with an auto reply to let people know, instead of the appearance we ghosted them. We are continually working to be better as we grow and this at least shined some light on what would have been a black hole of communication.
I think its important to understand it wasn't us who let down the customer and I wish the public feedback didn't suggest that.
I would like to add that we get our parts from either a national warehouse, or direct from the manufacturer. Neither of which would have made a difference in the lead time in this instance.