Pelican Hell

[petercoetzee]

Going through absolute hell with my pelican order.

I placed an order for all seals, etc on the 3rd of june . First delay was due to a mirror gasket not being in stock. Then miraculously that arrives on its own. No update on anything else.

Then about 5 more mails to customer service. Then a week ago Im told its being shipped that day.

Then today I get a tracking update, so I think great, its shipped. Nope, "Refund complete - Reason: Non-Stocked Item, Amount: $4.50". I don't know what this is about, what item it concerns, nothing.

I still haven't received any info on the ENTIRE shipment.

Im pulling my hair out hair with a car on a lift, a builder thats freaking me out and charging me for his time on an order that was placed on items that all showed in stock almost a month ago!!!

The only delay shown in comments states that the entire shipment was delayed due to the mirror gasket. But that arrived!?

Pelican Parts - Track Your Order

Is this normal? It doesnt seem like I can get any help from customer service.

[billybek]

Seems unusual for Pelican to have an order go completely sideways.
I bet when this thread is viewed in the morning (it is 1:28 am there now) something will happen.
Good luck!

[DanielDudley]

Have the builder use his own source for this. Stuff happens. Punt.

[SiberianDVM]

I have placed 4 Pelican orders in the last 2 months ('77 needs a lot of little parts). Every single one of them has been back-ordered for 1 little part. So whole boxes sit there waiting on a $10 part to come in.

I have suggested that they create a system to review orders by address and consolidate, if they are so insistent on saving on shipping, but no response.

Pelican shipping could learn from Amazon.

[gregoryp]

I've made a lot of orders with them, including ones with out of stock parts and stuff shipped directly from the supplier and have never had an issue. My stuff is going to the east coast as well. I would call them and discuss.

[drtyler]

Call them.

I've had mixed luck communicating with PP with email and through the web, but I've always had good luck by calling and talking with someone.

[Duc Hunter]

Call them first, they have always been great to me when things get weird. Also, on all factory Porsche parts I take the project list from Pelican into the local dealer here (Brumos). Often I have found the dealer is cheaper then anyone online for true factory parts, and there is no shipping. Does you builder have access to WorldPack, or something similar? If not they may not be very large, but that would give them access to a lot of parts quickly as a backup.

[Drisump]

The "in stock" message has got me on my last two orders. Where I live in Canada most PP orders take close to month....and that is on orders in which all items are "in stock". I persist because I do like the people on the phone and the orders have never been screwed up. But it does mean that unless the month long wait works, I have to find another supplier. I Like PP, but that "in stock" message is very misleading. Cheers

[impactbumper]

OP is in South Africa.

[Duc Hunter]

Originally Posted by impactbumper

OP is in South Africa.

Ah....well..that complicates things a bit.

[Matt Monson]

Walk away from the keyboard and pick up the phone. I understand there is a time difference and an expense, but a person to person phone call is the best way to resolve this.

[Tippy]

Originally Posted by Matt Monson

Walk away from the keyboard and pick up the phone. I understand there is a time difference and an expense, but a person to person phone call is the best way to resolve this.

Exactly. No better communication except than face to face.

[Targa Me]

Originally Posted by impactbumper

OP is in South Africa.

But his orders are shipped to a U.S. address.

[SOAZ]

Call them.

I realized they are all very nice, but we expect Amazon-like service and they are just old school. When I asked if a kit of parts included a certain piece I was told "No" so I ordered that other part too. The kit ended up having the part in it so Pelican was wrong. They wanted me to pay to ship the part back to them which seemed unfair. They said I ordered the wrong part so I had to pay... even though I asked them in advance and they were incorrect. Called, that sorted it out.

All in all, I like Pelican, but the systems are just old school. Calling is the way to sort it out.

[Targa Me]

When I place an order, for anything, I always check stock.
If an item is not in stock I ask for lead time. If the lead time is too long for me, then I source the part from elsewhere.

[Joe Bob]

Phone calls work best.....

[Discseven]

Originally Posted by petercoetzee

Going through absolute hell with my pelican order.

I placed an order for all seals, etc on the 3rd of june . First delay was due to a mirror gasket not being in stock. Then miraculously that arrives on its own. No update on anything else.

Then about 5 more mails to customer service. Then a week ago Im told its being shipped that day.

Then today I get a tracking update, so I think great, its shipped. Nope, "Refund complete - Reason: Non-Stocked Item, Amount: $4.50". I don't know what this is about, what item it concerns, nothing.

I still haven't received any info on the ENTIRE shipment.

Im pulling my hair out hair with a car on a lift, a builder thats freaking me out and charging me for his time on an order that was placed on items that all showed in stock almost a month ago!!!

The only delay shown in comments states that the entire shipment was delayed due to the mirror gasket. But that arrived!?

Pelican Parts - Track Your Order

Is this normal? It doesnt seem like I can get any help from customer service.

PM'd Roger for you Peter. Hopefully he'll get the right person on this for you.

[0396]

Call "them"....these days, even if you call a business. The person who is trying to assist you might not even have the knowledge to assist...a knowledgeable staff should call the customer.

[bpu699]

Usually I get my orders in 2 days, no fuss...

I always thought that if a part was backordered, the rest of the order went out. And then that part got sent when it came in, without additional shipping charges...no?

If a part is backordered, thats not the customers fault. Most sellers eat the second shipping cost. At least thats how every other company does it...

[SiberianDVM]

Originally Posted by bpu699

Usually I get my orders in 2 days, no fuss...

I always thought that if a part was backordered, the rest of the order went out. And then that part got sent when it came in, without additional shipping charges...no?

If a part is backordered, thats not the customers fault. Most sellers eat the second shipping cost. At least thats how every other company does it...

Pelican doesn't seem to like to do this. They try to get the customer to agree to extra shipping charges, but will sometimes agree to ship the b/o part later for free.