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Tony's Auto Parts... Not Thrilled

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TONYMOPAR said:
Hi again

I don't know if I made it clear in my prior post, but Bruzillas order did ship on the same day that he placed the order, last Monday Feb 29th

Transit time was 3 business days from when shipped,

So it was shipped on Monday and received on Thursday, 3 business days later

Thanks again
Tony
Click to expand...

Tony, you didn't explain why you shipped in a box twice as big as needed. Was it just so you could get the catalog in? I see your prices over on Moparts, month after month and like one other poster said, I don't know how you guys afford Tony's parts. Maybe I'm a tight ***, but that is one reason I haven't bought any of your parts. The other is shipping. I don't buy from vendors who try to make a profit on shipping. I sell quite a few things on eBay and I know for a fact it is way cheaper to use USPS instead of UPS on boxes that size and weight. As another poster also said, you can send priority mail USPS far cheaper and mail the next day and have it delivered in 3 days. I have done it many times even during Xmas rush period. Having said all of that I appreciate you refunding Bruzilla's money. I'm sure it made him happy. But would you have done the same if he had just complained on the phone? I doubt it. I'm sure you would have offered him a couple bucks back to try to satisfy him, but only like you did on here, giving the whole salesman's line about the size of the box, and how you don't control shipping costs, etc. as he said. Trying to get him to say, oh, I'm sorry I didn't realize and just letting it go.

- - - Updated - - -

TONYMOPAR said:
Hello;

Now that I’m finally back from a road trip chasing parts and at a real PC I can better respond.

First issue I’d like to address the members that posted that they felt they were spoken to rudely.
I want to apologize for that, whether it was an employee or myself that you spoke to, it was wrong and unacceptable, and am truly sorry that you had that experience. We are always helping customers and callers with technical advice and or input, or even referrals as to where to search for a part that we don’t have. So the rude treatment isn’t typical. Perhaps we were busy or had something else going on, WHICH IS NO EXCUSE, but if it happened then I truly am sorry and apologize and I’d welcome the chance to try and be of help in the future. This issue will be addressed and corrected here at the shop, I promise that.

Second issue is that I’d like to thank all of our customers who have posted to support us and also the members who posted that have an understanding of business and shipping operations and shared their experiences or input or support, thank you.

And lastly I’d like to properly address Bruce aka Bruzilla.

You complained about many issues, but then many times followup with something to the effect “but it wasn’t a problem or no problem”, that’s hard for me to understand because if it wasn’t a problem then why start this thread?

When you called last Monday and placed the order you were informed that the total with shipping was $62, as you posted prior.
You didn’t ask if it was overnight shipping. BTW an overnight letter cost $39 thru UPS to ship to you and $23 thru USPS, neither of which the shift rod would have fit in or safely shipped in.

I’m wondering why if the shipping cost was a concern to you, why you didn’t inquire more about it when we were on the phone?

It wasn’t “day 4” of shipping as you posted. You placed the order on Monday. Day 1 would have been Tuesday, day 2 Wednesday and day 3 was Thursday, that’s the day when you received the package at 12:25 pm.

UPS ground (even figuring a 2 pound weight) from our zip code to yours costs $14.73, $2.27 was added for handling for a total of $17 shipping.
BTW, the shift rod would not have fit in a USPS small flat rate box, and USPS shipping cost is more than the amount that you posted it would be.
Anyone who ships knows that shipping companies require that there needs to be a 2” perimeter from the item inside of the box to each interior wall of the box or else if there is a damage claim the claim can be denied for not enough clearance.
The 66-70 B-body and A-body lower shift rod is about an inch longer than the 71+newer B-body rod that you ordered. We had 1 box made that would accommodate either rod. You said the box is 22” long, that is incorrect, and I have 100s of them here to confirm that with. The outside dimensions of the box is 16-7/8” x 4-3/8” x 4-1/2”, which according to the shipping companies gets rounded up to 17”x5”x5”. Which due to that size makes no difference if the contents weigh 1 ounce or 3 pounds, it ships for the same amount due to dimensional weight as per UPS. Catalogs are free with an order and didn’t effect the shipping charge. I wonder if you would have been displeased if you didn’t receive a catalog with the order, this is the first time that I have ever heard of a customer that didn’t want one or complaining that they thought it affected the shipping cost, ever.

The reasons why we shipped your order via UPS is 1st that UPS typically picks up from us in the early to mid-afternoon, while USPS picks up from us in the morning. So there wouldn’t have been enough time to have your order out with Monday’s USPS pickup, but we did have plenty of time to ship it with Mondays UPS pickup. So your order was shipped on the same day as it was placed. I wouldn’t even want to imagine the potential mayhem that would have ensued if your order didn’t ship out until the next day via USPS.
The 2nd reason that we prefer UPS is that your order can be tracked every step of the way. If you would have called us on Wednesday afternoon inquiring where your package was I could have told you exactly where it was, where it was prior to that and when it would be delivered. USPS tracking is very sketchy, sometimes they are good with their tracking, other times there is little if any information available until after it’s delivered. Can you imagine what your reaction would have been if we did ship it via USPS and you called us to track it but we couldn’t tell you where the package currently was?

Since we didn’t have your email address it would have been impossible to provide a tracking number to you “automatically” as you posted. A tracking number isn’t issued until the shipping label is created, so it would have been impossible to give you a tracking number when you placed your order. In regards to tracking info being offered, you are correct that we don’t have an online store, yet. That would be virtually impossible to do with our enormous inventory of used and NOS parts as they don’t come in boxes or at least ship ready boxes, much less a standardized size box per part. Those parts are boxed on an individual basis as they are sold. But since we have been coming out with a large amount of our own new reproduction parts we will in the near future have an online store for those items. Customers do pay with PayPal and other customers inquire about parts via email and some submit their payment info thru an email so we would have their email addresses that we send tracking info to. As a rule we don’t like to take email addresses over the phone as they typically can be difficult to understand correctly, please try to understand the tremendous amount of variables with spellings, abbreviations and symbols that could be used in an email address. So if someone asks for tracking when placing a phone order we just ask that they send us an email thru our website. Again, if tracking info was important to you then why didn’t you ask while placing your order?

I hope my reply didn’t come across as confrontational. If there is an ever an issue I always try to put myself in the customers position, but in this case I just can’t see the basis for Bruce’s complaints, assumptions and need to take it to a public forum like this. Hopefully my post is explanatory enough so members can see the other side of the coin

And lastly, Bruce, your payment has been 100% refunded ($62), but for some reason I feel like that may not be satisfactory for you.
Click to expand...

Did you really have to throw that little dig in at Bruzilla at the end after telling him you were going to refund his money? "but for some reason I feel that may not be satisfactory for you". Now that is customer service at it's best.
 
maybe what should be the case now days, is calculate what it costs to send each part you have to the fartherest point in the us,... add that to price of each part, and advertise FREE shipping!?

I do a little handmade bit and spur making. IF I place anything on feebay, that is what I do! lol

I still say Tony's business all these years has been built on good fair parts and good service.
 
ECS said:
Don't let a theatrical act, performed to impress the audience be confused with good character. There is a side of things you obviously have no knowledge of.
Click to expand...

well said,
its a great smokescreen for sure!..lol

Tony's prices are sky high because this is how he makes his living,
so he needs to extract every last dollar he can from selling parts to support himself...
i can't afford to support someone off my hobby,i have 6 cars
so i really can't afford his high prices and i stay away.
you can find most of what he has cheaper from someone else.

i do laugh at some of his lowball offers for parts i've seen him make at the swaps...
and the amount he will ask for the exact thing at his spot..lol
 
This thread is an EXHAUSTING read. I'm glad I am not a business owner who has to ship to customers.
Last time I was pissed it was Keisler. Wrong clutch. "Oh, must have grabbed the wrong one off the shelf. In Tennessee. To ship to California. Pilot bearing back ordered. Never told. I don't really care what it cost if I need it. I want the order correct and no surprises. The TKO shaft broke through the carton too...
 
Lmao not yet more flogging is required haha.

I bet if we voted on it Tony would get the win yeah?
 
Multiple posts deleted --- Keep it civil toward each other guys
 
Marpar,

Are you waiting for a specific member here to enlighten or expand on an earlier post?
 

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cr8crshr said:
Through out my tenure here on FBBO. I have seen a number of this type of commentary coming from Bruce/Bruzzilla regarding numerous subjects and topics. He can be very informative and insightful for the most part. Yet he will continually remark in the negative as he seems to revel in the "Glass Half Empty" approach to things instead of the more positive, "The Glass is Half Full". And it for the most part is repeatedly spun this way. As for the whole topic of this discussion, it is nothing more than whining and venting about little and really insignificant drivel. Tony...You are more than a stand up guy here. Your explanation back and the response you have given is superior Customer Service. In fact for you to reimburse the entire amount and still let the customer, in this case Bruce/Bruzzila, retain and keep the part!!!! Well that to me far out weighs any and all further discussion between you both as you have done exactly what I would have done myself in this instance. Kudo's Sir and to Bruzzila???Lighten Up Francis. Life is way too short to get your panties all in a wound knot, ya:jerk: ...cr8crshr/Tuck
Click to expand...

I agree with every word. One positive is that this thread has brought attention to Tony's business and his appreciation for his customer support. It's not easy being in business especially an honest competitive North American business. I've had to fire staff for being rude or short to customers and sometimes would later find out the fired employee was just having a bad day. Try and get 100% from all your employees....impossible.
 
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