I just ordered a front lip and they did not have it in stock...they told me its on back-order, but could not give me an eta(estimated time arrival)...they already charged my credit card...just wondering if anyone else has a similar experience with grubbs and how long it took them to get their merchandise...cuz i want my front lip!~~

 

they did a similar thing to me, charging me w/o providing shipping info. very bad practice. u can dispute with ur cc company and get the charge reversed...

 

Having been in the aftermarket business before, absolutg is absolutely correct. Since Grubbs doesn't have a physical signature on a receipt saying you bought it, 9 times out of 10 credit card companies will reverse the charge. However many mail order companies have been complaining that it is too easy for consumers to get money back. It is a bit of a hassle. Sorry to hear about your experience.

 

The first thing to understand is that first and foremost we are an automobile dealership not an online parts company or mail order house. Our mainframe computer system is a Nissan Corporation required system named InfinitiNet. We use this system for all accounting, billing, ordering and inventory control.

ALL parts whether Nissan parts or aftermarket parts are entered into this system and then, ordered, billed and reordered as required. Since our franchise requires that we show all sales on our monthly financial statement and this system is the system Nissan requires. There really isn't any option for something different.

The difference in ordering online and in person is that if you are in the dealership you know immediately if we have the part in stock because the counter person walks back to pull the part. A ticket is then generated, the inventory is relieved and you pay the cashier. If we are out of stock the customer then decides if they want to order the part and if so we fill out a special order form, create a sales ticket and the customer pays the cashier.

The difference is that the order system we use for online orders does not interface with the InfinitiNet system (Nissan restricts access) so it always believes we have the part and processes the order. The parts person then creates a sales ticket which relieves inventory and the process continues.

We try to be accurate and update the website at night to show what items are on backorder but it is possible that we may miss an item.

The biggest problem is when we receive a new item and we get a run on that item. It may show to be in inventory to the parts person but as orders are being processed inventory is being relieved and by the time your order gets up we may be in a backorder condition.

This is our process and because we are first and foremost a franchised new car dealership, using factory required systems, this is how we must and will continue to do it.

Here are just suggestions:

1. Understand the process and why it is the way it is. If it bothers you please do not place an order.
2. If you have a problem or concern we provide a toll free number for you to call that is good anywhere in the US or Canada, 888-447-8227.
3. We are not perfect! We make mistakes but if you will take the time to call we will resolve it immediately.
4. We will continue to offer Infiniti parts, Nismo parts, Performance parts, etc., and we will continue to provide exciting new products all at a discount.

 

Come on Grubbs, I like you guys, but you can't charge a credit card before an item is shipped (leaves your hands). System or not, that's bad business, and against the law in some states.

 

No disrespect intended there. I know you guys are a dealership. I just know from experience (I used to own a mail order company) that these instances happen often with those type of companies which is why I said it. My bad.

 

thanks for the opinion guys...Alan from Grubbs emailed me too regarding this issue, but I just want a more definitive answer when they will have the item in stock, or if they can get one drop-shipped from another one of their dealership locations. I just dont want to pay my credit card company and then I wont have the front lip for another few months or forever...

 

grubbs is a very reputable dealership and i will say it is hard sometimes when items are on national backorder. even M brochures are on backorder nationally. to give a ETA is hard b/c if you try to promise someone and it doesn't come through they'll get upset.

 

Once they charge your credit card, they hav 30 days to get your product to you. After thirty days you can file a dispute with your CC company for the money + interest to be credit back on your card. Hopefully it will not come down to that.

 

dealership or not, legal or not, GOOD business practice is to not charge your customer until you can furnish them with the product. plain and simple.

 

+1 . . . Stated quite well, there.

 

yeah...thanks for the comments...i'll just wait and see..keep you guys updated...alan from grubbs was polite in emailing me with my order update...i just am gettin a little worried cuz i was a victim of online fraud before...but maybe im just paranoid...

 

Instead of wondering when it will come in, why not just get your money back and find the lip elsewhere? Just thought that would at least ease your mind of having paid for something and not knowing when it will arrive.

I've ordered a number of things from Grubbs before and have always gotten good responses and customer service from them.

Hope your part comes in soon if you decide to wait.

 

Alan nothing personal but honestly the parts department sucks ever since Tim and the rest of the staff left. You have no idea on any of the parts you try to sling. Where do you get off trying to charge someone a handling fee for coming to pick up an item in person to save shipping??? Anything to turn a buck is the policy there. The discount setup that Mark setup for me on my account there should still be honored but it isnt. Your customer service is non-existant much like the knowledge of the aftermarket/oem parts you try to sell.

 

They are terrible no compared to what they use to be about 1.5 years ago. There prices are much higher than everythingg35 or the other vendors here now.