Pelican Failure to Ship

[JPaul]

Ordered on Monday, parts in stock. Stipulated overnight delivery since car is in shop awaiting parts.

No parts shipped on Tuesday. Called Wednesday to see what happened, they couldn't get them out. Refunded overnight shipping costs and promised to ship overnight Wednesday.

No parts shipped Wednesday. Shipping info sent to Fedex, no parts. Meanwhile my car is sitting in a shop costing me time and money.

While we're living in challenging times, isn't it still Pelican's responsibility to manage customer's expectations? No notice, no apology, no parts.

With all due respect to our host, I'm pissed.

[Macroni]

Something here doesn't feel right.....

People make mistakes.... repeatedly and it is frustrating I understand. I think outing them like this is a disproportionate response.

I have some other thoughts but......

[JPaul]

This isn't a person making a mistake, it's a failed system. No shipment and no notice. They're promising delivery and not delivering nor even bothering to let people know. My life is effected because of cost and time, the shop and shop owner lose money because my car is taking up space and delaying their ability to fix and move onto the next customer.

[Macroni]

Vote with your feet.

[JPaul]

Yes, indeed.

[Unobtanium-inc]

We've been getting complaints about long ship times. I really don't understand how people don't realize these are not normal times, no one is at full staff, the place you're ordering from, the place actually shipping your stuff, nobody.
I agree Pelican shouldn't offer next day shipping if they can't deliver but from a consumer point of view, realize life is not normal right now so your outrage that the trains aren't running on time is a little over the top. Settle down, be happy you will soon be able to enjoy your car.

---Adam

[JPaul]

I'm fine with parts being delayed if someone bothers to tell me. If they cannot facilitate next day shipping, don't offer it. Tell people that they're understaffed and it may take longer to get their parts out. Managing customer expectations is what prevents this from happening, not the compliance of irritated customers. What do I tell the shop owner who's depending on me and my supplier to ensure he can make a profit and put food on his table? All I'm asking is that they be honest about their ability to deliver so customers can deal with it.

[juanbenae]

Ebs.

[Unobtanium-inc]

Originally Posted by JPaul

I'm fine with parts being delayed if someone bothers to tell me. If they cannot facilitate next day shipping, don't offer it. Tell people that they're understaffed and it may take longer to get their parts out. Managing customer expectations is what prevents this from happening, not the compliance of irritated customers. What do I tell the shop owner who's depending on me and my supplier to ensure he can make a profit and put food on his table? All I'm asking is that they be honest about their ability to deliver so customers can deal with it.

Tell him the same thing millions of Americans are telling each other, these are not normal times, settle down. You do realize millions have no job right now, and many more are running at about 30-50%. You're acting like Pelican didn't deliver a part on a regular Monday because their being lazy or incompetent. I bet it's neither, and I bet if you went to Pelican you would see about half their staff, working their asses off.
You sound like a guy who can't get his pool cleaned during a hurricane.

---Adam

[Matt Monson]

This is why I will never be a retail business. Studies have shown 1 in 10 will file positive feedback, but fully 10 in 10 will complain about a bad experience.

Plus there’s the shop. Mechanic gets no cut. He’s waiting on a part he could have gotten already. Shouldn’t be any warranty on the labor for a customer supplied part. Or if it’s the wrong part the customer bought, customer deals with it, and pays storage during the wait.

Pelican is great for the DIYer. But if a car is in the shop, let the shop manage the whole job instead of trying to be your own project manager. My nickel’s worth.

[JPaul]

Adam... Yeah, not so much. I'm reasonable and flexible if not misled. Even a simple posting on their website "Hey, it's challenging times and we're understaffed so please be patient. We may not be able to deliver as quick as we'd like." At least their customers would be forewarned and able to operate with expectation. When I spoke with the customer service agent yesterday, I was assured the shipment would have no problem getting out. Once, okay, cool. Twice, not so cool.

[JPaul]

Matt, the shop's supplier was several more days out. My offer to get the part more quickly was helpful to the shop owner. He's not making enough on the part to make a difference. I run a business, I have to make sure my customer's expectations are managed. It's egg on my face if I cannot deliver when I promise.

[Matt Monson]

Originally Posted by JPaul

Matt, the shop's supplier was several more days out. My offer to get the part more quickly was helpful to the shop owner. He's not making enough on the part to make a difference. I run a business, I have to make sure my customer's expectations are managed. It's egg on my face if I cannot deliver when I promise.

The shop’s supplier is also likely Pelican’s too. Pelican isn’t Wayne’s anymore. It’s gone corporate. Their sales staff answer phones in their homes. And much of the inventory that was once in the shelf in SoCal is now drop shipped from vendor. Even back in the Wayne days a bunch of it came from SSF. It’s not what it once was.

[pmax]

Last time I checked, Amazon Prime 2-day "promise" was out 2-3 weeks. No warning. No communication. Speak to the hand. And that's amazing bezo's Seattle based Amazon.

Let it go.

[JPaul]

Pelican customer service is now saying parts were given to Fedex yesterday and the information on Fedex's website (says shipping info has been received but package is not received) is wrong. Insisting that parts will be delivered today. Checking Fedex online and talking to them directly, they insist the package has not been picked up or delivered to Fedex. I have confirmed I have the right Fedex shipment number. This cluster is either gaining or losing speed, depending on one's philosophical outlook.

[Matt Monson]

Don't even get me started on Fed Ex. I don't give them a cent of my money, ever.

[JPaul]

pmax, if it were a diy project I wouldn't have posted. My car is sitting in a sole owner's working shop, disassembled waiting for this part. They're trying to get by in weird times too.

[pmax]

Originally Posted by JPaul

pmax, if it were a diy project I wouldn't have posted. My car is sitting in a sole owner's working shop, disassembled waiting for this part. They're trying to get by in weird times too.

I ordered some stuff from PP Monday last week as well and it hasn't shown up yet even though I'm in the same state but given the overall mess, not sure this is even in their control. I don't believe PP distinguishes between DIY and pro orders.

It's probably Fedex in which case you're talking to the hand. Nothing you can do about that.

[1979-930]

Originally Posted by Matt Monson

Don't even get me started on Fed Ex. I don't give them a cent of my money, ever.

I hate when people ship things FedEx to me. I'm in an industrial zone and they show up between 4:20 and 4:45PM. I'm in the office around 6:15. I don't want to be here until 5 PM waiting on a delivery.
UPS is 9:00am every day.

[JPaul]

I wouldn't be quick to assume it's Fedex. The same warehouse wasn't able to ship the parts a day earlier, I'd assume it's the same system at fault. What I didn't include in the original post is that I'd added two items to the original order (the day after it didn't ship) and confirmed that doing so wouldn't delay shipping. It was confirmed they'd ship separately, which they did. When I opened the box of that incremental order (which arrived as promised), instead of two strut covers for a BMW E30 vert, I received two light bulbs of unknown origin or application. Thinking their systems may be in need of a review.