To keep a long story short I had an issue with Strafe over the past few days that I would say spawned from their website issues.
Basically I wanted a v1 trunk and metal undercover for my g, I emailed Dustin for a little while finding out about other items that I wanted and decided on Just the Trunk and Undercover. Last monday 1/23/2012 I told them to go ahead and run my car for the Trunk and Undercover and got an email say "sounds great" in response to my request. I didn't see any authorization on my card so the next day I emailed asking if there was anything additional need on my side because I did not see any authorizations or an email with a receipt. I did not hear anything from them for a few more days. I left a VM and sent a text message to the only number they had communicated to me(which I found out from Lawrence Yesterday had been changed). I received no communication for a week from the point that I sent an email trying to figure out what was going on with my order. At this point I had to change directions because I could no longer have the trunk installed because of timing and didn't want the trunk because I had not been communicated to what going on regarding my order. Is it right for me to desire a refund for the trunk?

 

I just placed an order through them for a v1 trunk and a chargespeed rear. Sent payment info on Friday and got the confirmation and receipt on Tuesday. They said something was wrong with their servers.

 

basically so basically a weekend, I didn't hear anything for more a week that's why I'm asking If i had placed an order on Friday I don't think it would have bothered me to get a receipt on Monday or Tuesday

 

.I'm sorry Sir but I don't recall emailing or speaking to you. I saw a email from Dustin to you . I haven't if I recall emailed or spoken to you. I apologize if I have and forgot. I have been busy for more than 3 weeks with our website and host issue. I haven't even responded until yesterday for prices quotes. Some people can attest I have been writing back very late at night and been trying to take care of Our customers issues. . I can tell you this just because we haven't charged you doesn't mean we haven't ordered your products or anyone else's. It just means we waited for payment. Dustin ran the payments. The website issues we found were host issues and a SSL cert that expired. The SSL cert would not allow payments on the website. The site crashed and we are moving it to another host. It is coming back slowly.....

Everybody and their Brother knew Dustin was like having phone issues and got like 4 or IDK smart phones from Verizon and they all failed....I think Strafe can be cut a little slack on this one

We really tried to get the word out quick to everyone..We ordered everyone's products without payments clearing and that is a huge risk.


We even found shipping issues with the site. 5 customers can tell you they got the wrong items or they got more than their orders. This was huge problem for Our Customers and Products.We really have been trying to satisfy everyone when it could have went really bad..I want to thank Our Customers for being honest and letting Us know they got more than what they paid for.. Really Big Thanks. Like I promised for 2012 we were trying to work on everything to do things better.

 

Your not wrong for having web issues. I can understand that. But if I send an email saying what is the status what is going on then it should be fair to reply to me and give me a status a week later. You can fault me for going a diffrent direction. I still wanted part of my order and I communicated that with you. I'm not even saying you guys are bad because I wish to continue doing business with you. I assumed the trunk was not coming because I did not recieve any response to my email and moved forward. I assumed the email about the phone number change was from you since the intial email was from you.

 

All I have heard about this company is fail.

Why do people order from them if they know after countless threads that they don't care about they're customers.

Shame on the consumer who continues to use them.

 

I'm sorry you assumed. We made all notices to driver members. That is why we have Strafe update threads. If you go a different direction that is fine. Our disclaimers and Policies states the process when you cancel. Your Order was sent for shipping and to change it or cancel there are fees. The fees are like any other legitimate company. When you order, we order, they get pulled, boxed , all labor costs past on to Strafe. Then they ship. We don't order from ebay or stockpile a lot of products. We order direct from companies we are authorized vendors from and other companies and pass the savings on to you. The other side is credit card fees we pay for to run the credit and usage.

My email address is also plastered in all Strafe threads. If Dustin didn't respond you could have emailed me. I responded to everyone asking for Dustin. I told them of his situation and the website. For about a week period I handled all Strafe stuff. Again I apologize. We do have time periods stated in all our disclaimers. This has been well talked about on Driver in numerous threads. By taking this to the forum and not emailing me when Dustin told you if you had a issue contact me I feel you have been unfair and not giving me a chance to make a decision. By putting me on blast it creates a whole different approach.

 

Sorry you feel that way Sir. We have plenty of customers who are happy in many different countries. They stay out of all this Forum Drama. So Of course you see these threads pop up or from personal dislike for me outside of Strafe. Again Sorry you feel that way. To say we don't care without being a customer is also unfair statement. Thank you though for your comment it is your right.

 

OP I have to get back to the website issue. Feel free to email me I'm really trying to work on getting the site right and working properly..I won't be on driver a lot for most of the week. If I am on it will be in small periods.

 

1) if the payment has gone through then no you do not deserve a full refund.....If you want your money back then you need to pay them the cancellation fee

2) if the payment has not gone through yet then just call your credit card company and tell them to decline any purchases to Strafe

 

I don't have issues with Strafe, with all the products they ship out there's bound to be a few that aren't satisfied. I've know Lawrence since '05 couldn't ask for a nicer guy....Gary

 

It's not my job to follow all of the strafe threads or search for your disclaimer. If I email I should expect a response not searching through threads. If I order I would expect conformation even it was a hand email saying our servers are down but your order has been processed. Second your statement is that my order is still in "production" so where are the shipping charges that you speak of. Your answer distract from the main point of communication you did not communicate to me the issues so that I cloud make a decision. You assumed that I needed to scour over ever thread to figure out what was going on. I emailed got no response and had to plan without your input

 

^100% agree.

customer payment already went through and he cancelled order already. Plain and simple.

 

Except when I try and cancel because I don't know what's going on for a week and you guys try and hide behind issues. How did u get the servers back ? Probably making a phone call or email? So authorizing my card when I have changed direction in the mean team and attempted to communicate that is not acceptable.

 

also, to add to your 1st post. I responded to your last email.. im not going to post them in full because it is not necessary.

-asked customer to run payment on card previously used with Strafe [jan 20]
-Customer agreed to Strafe doing so[jan21]
-let customer know of expected shipment eta once item ships [jan23]
-let customer know we will notify him & their body shop once item ships [jan23]
-customer acknowledges all above in email "sounds great" [jan23]

^last i heard from you since we were given authorization to run payment for items you were ordering.

he is not referring to shipping charges. He is stating the item is sent to shipping queue. Items typically arrive on container from overseas weekly (since we try to keep up on supply/demand and have them produced/in production during time of sale). So if none in stock (which we state no items are in stock at time of ordering unless specified otherwise) you the customer then wait for them to be done in production, come off container, packaged and then shipped to desired location.


We do not hide. If we were to hide why would we even bother to respond to your emails, let alone this thread Getting the servers up and running cohesively with our online processor is something outside of our control. We let that be up to the two companies to work together to expedite that process as quickly as possible to better serve you the customer. If you need more knowledge on that i can refer you to godaddy.

Not going to explain further as you have already cancelled via email & your 2nd item ordered will be shipped promptly. Any further questions/concerns can be emailed to be directly: Dustin.strafe@gmail.com