Service Issues with Pelican Parts - Alternative Suppliers?

[hdavis]

On December 10 I order $1,500 worth of parts for my gear box rebuilt and a few other issues.

It is now Jan 5 and still don't have the parts even though they were all "available" according to Pelican. Their customer service has been terrible this time around, don't know what's going on.

Anyway, can someone recommend alternative suppliers?

Thanks

[CCM911]

I had a similar issue. Once I called them, they jumped right into action. Just give them a call. They will make it right.

[hdavis]

Thanks. A few minutes ago I gave them the third call and it has not gotten any better.

I need those parts by Jan 7, and even though they again promised it would ship out today (I have a Fedex tracking label dated Dec 30...) they did say it would not be arriving by Jan 7 because I has specified Fedex ground, that I would need to pay the difference for the shipping, since the lady I talked to was not able to "upgrade" my shipping to next day air at their cost.

I was asked to call again in a couple of hours when the "lead supervisor" got in to work

[dsfnctn]

They banned me from buying parts about 10 years ago because they had hurt feelings after I reamed them for doing the same. Plenty of other suppliers out there.
Here is where I shop for gearbox parts http://californiamotorsports.net/

[hdavis]

Well I hope I can get the issue resolved later today. I will report back

[mickey356]

Not sure what's going on, I've been waiting a couple weeks for some stuff too. Supposed to be here today.
I had been waiting 2 weeks for a steering wheel and when I called they hadn't even ordered it from the manufacturer. That was a Tuesday, I cancelled the order and had it Thursday from Amazon.
I know, most parts aren't available through Amazon.... and all in all, Pelican has been pretty good over the years...maybe the holiday crush for in the way?
It sucks living on the east coast with no fully stocked suppliers. Sometimes it takes 10 days to get something only to discover it's not right and then the return, and more waiting....
I just chalk it up to what comes with owning a vintage car. There are a lot of other vintage brand owners who aren't as fortunate as we Porsche owners to have a few well stocked suppliers.

[NYNick]

Why not pm Wayne?

Sent from my SAMSUNG-SGH-I337 using Tapatalk

[Mark at Pelican Parts]

Hello Henry,

I just received word from our Customer Service department that your order will ship today, upgraded to 2nd Day with arrival to you on the 7th.

I apologize for the inconvenience and I hope we can earn your business once again in the future.

Thank you and Happy New Year!

Mark at Pelican Parts

[Bleedsblue]

This is strange. I've never had a single issue with Pelican, until two weeks ago. I ordered a couple minor parts for an E46, all marked as "available," and the order shipped out a full week late with no warning/notification as to why it was delayed. Of course, I needed the parts ASAP.

In the past, Pelican has notified me immediately if something was on hold, for even a day (much less a week). I'm still a happy customer, just adding my recent experience!

[Bill Douglas]

I've had noting but excellent service from Pelican Parts. Once I bungled an online purchase and spoke to Scott who promptly sorted it.

Plus they ran down to the wharves to get my stuff on the next banana boat heading to the south pacific. Here in no time

[impactbumper]

During Holidays it is a nightmare. Especially past year 2 weeks got almost split in half each week on/off I can only imagine. my experiences have been great so far.

[hdavis]

I did receive a call from Pelican earlier this afternoon and as Mark says the order is supposed to ship out today, via 2nd day air (at their expense). I do hope it ships, and if it does it was well handled by Pelican once I escalated the issue.

I guess the holidays do affect their operation, as it does most everyone else

I'll keep you posted

[mickey356]

Just got off the phone with them. I ordered parts a week ago that were "available", they tell me they're supposed to get them tomorrow from stoddard and then they'll ship. So, I live in Delaware and stoddard is in Ohio and pelican has them ship parts all the way to California so they can ship them to me? If all goes to plan I'll receive my "available" parts 3+ weeks after ordered.
I would pm Wayne but my guess is he has his hands full with others in the same boat.
Fortunately I only have to order these parts once and be done with it. No wonder it takes years for people to restore cars, half of the time is spent waiting on parts

[Fixer]

What mickey356 wrote above reminded me how easy and fast ordering body panels from Restoration Design has been for me. They're located in Canada. Very fast and very reasonable shipping rates on big heavy parcels.

[86 911 Targa]

I'm not a big PP customer, but, all of my orders have been handled
in a highly professional and exemplary manner.

Even when I returned parts.

One thing I learned a long time ago,
when asking for help, "Be nice".......

Gerry

[Tippy]

Not sure how I feel about using Waynes forum to post negative experiences about his company?

[Lake Guy]

Well I'm not sure about the etiquette of openly bad mouthing the host either - but I'm Canadian so we apologize when you bump into us haha. We have always had fast service and good follow up but I did notice my last order over the holidays was a few days longer - could have been shipping as much as anything else. I say if the service is not up to your standards than address with directly with the supplier before going public. I too would deal directly with Wayne if step one was not to your liking - just my thoughts.

[TimT]

Not sure how I feel about using Waynes forum to post negative experiences about his company?

Seriously?

This whole forum is Pelicans way of cultivating and maintaining customers.... If they (Pelican) on the catalog side fail to provide an expected level of service... Why not complain on the forum that the service was poor?

Check any thread where someone mentions I found part XZ123 here for less.... its like a cheering sections responds... "buy from our host!!"

Fantastic business model.. a bunch of lemmings...

And why would you not complain on the companies forum about poor service you received from them?

[Jdub]

^^ For a guy who says what you say you sure do take a lot of Wayne's territory with a sig. like that.

Cripes.

[mickey356]

I don't see anyone 'bad mouthing' per se, just raising awareness of an issue and asking if it's isolated or if others are experiencing the same.
I own my own business and I'd LOVE to have a forum like this to monitor things, learn my market, etc....as opposed to Yelp, as Waybe has already mentioned. I'm sure Wayne pays close attention to threads like these and takes approximate action when and where he can.
I'm not looking to diss our host, and I'll continue to do as much business with them as I always have.
I'm sure it will be resolved if it continues.