Toytec Customer Service *THUMBS DOWN*

X2 They used their resources to package up your order then had someone find the package that was waiting for pickup for delivery, open it up, then put the product back in the stockroom. The email and their ordering system is likely not linked.

X2

I would disagree with this. I worked retail for a few of years and people are assholes is the conclusion I have come to from working retail. I'm not going out of my way to make them happy when they treat me like shit. Working retail has given me a negative perception of people in general if you haven't noticed lol.

If a customer is respectful to me I will go out of my way to make them happy but a lot of the customers I had to deal with were very rude and did not deserve "above and beyond" customer service.

 

Horrendous. Perhaps. But it's there for any potential customer to read before they decide to do business with them. If it was me I would just waive it. I don't really like restocking fees in a situation where it wasn't already shipped and the customer sending it back. But it's their written policy so I don't have an issue with it.

 

Here's what Wheeler's states, and I'd be okay with this.

They also state card is not immediately processed. So presumably if you canceled quickly enough, with Wheeler's, they would not charge you a fee.

 

If its in their return policy, are they losing a customer for poor service? Or because you didn't do your homework and now you're butthurt...

Shitty return policy or not...the customer isn't always right. In this case, the policy is in effect, and you want 2 bucks, and you told the manager you were going to throw out your interactions with Toytec all over a forum.

I would imagine that Dylan will come in here, quote said return policy and move on.

In the end, it is your choice to purchase products from whoever you please, but it is poor form on your part to throw a fit on a public forum about a 2 buck restock fee that is written in their policy, regardless of how "unfair" it is.

Post directed to OP, not you Ken.

 

ALL ORDERS that are paid for and cancelled before the package has been processed for shipment are subject to a cancellation fee of $20.00 or 5% of the purchase price, whichever is greater.

Just to be factual.

 

I've purchased from both Wheelers and Toytec.

Wheelers absolutely smokes Toytec in the customer service side. I purchased my leaf springs, coils, etc. from Toytec to support local business. My experience with Toytec both over the phone and in person has been less than ideal ... actually, it sucked every time.


Inversely, Wheelers staff is eager to take time with you over the phone and help with ANYTHING they can. I'm upgrading my suspension again, and it will be through Wheelers.

The restocking thing is bullshit. I hope they invest their $2.00 toward training their staff how to deal with and retain customers.

 

...and wasn't his order processed for shipment though? Since his order went through during business hours a bit before they closed. Then they got his cancelation email the next day after it had been processed. They spent the time and used their packaging materials to process his order. It's also to recover the vendor fee as it is not always returned from the credit card companies.

Toytec is a great vendor and has very knowledgeable staff. They also sponsored the big Moab event two years in a row and provide all TW members a discount. I've purchased parts through them before and will most certainly do it again. They will work with you if you have a problem with any of the products they sell.

I have to side with Toytec here. It's in their return policy and it's quite clear regarding the restocking fee. Don't like it? Well you should of thought about that before you ordered! I'm also quite surprised OP ordered the parts for a diff drop before he took the time to decide whether he thought it was a good idea or not. The diff drop pros/cons have been discussed extensively on TW.

 

For large orders where 3% may be signficant, you can probably get around the fee by negotiating a store credit rather than a straight refund. For a small order like this one, it isn't worth the trouble.

 

I will also add that I have ordered through Toytec multiple times including my lift kit and have had no issues. I think I received great customer service each time. The 5100s for my lift were on backorder so they called me and notified me. They said they could ship the parts of the order that were currently in stock at no extra charge.

 

In the end, "policy" isn't what makes a business. Customers make a business. As a business, you have to be flexible, especially dealing with the public. Its just a very poor decision to lose a customer over $2. Hopefully, for toytecs sake, Dylan was just having a bad day, and this doesn't happen all of the time.

 

Should have quoted a little more I guess, sorry.

 

Can't believe people are jumping on the Op over this . Either way it's bad business practice and for two dollars it's better to refund the customer then not. More then likely he would order from them in the future and they would recoup the cost. Now they lost one customer and another one me. The manager should not respond they way he did. I will not be ordering from them anymore either.

 

Hahaha , I was thinking the same thing

I think I found some change in my chesterfield you can have OP

 

^So you'll send him $2.05 or whatever the exchange rate is nowadays?

 

Sure man Toonie and a nickel

 

I keep seeing more and more threads about Toytec's subpar customer service. While I did order my lift from them these threads give me serious doubt about ordering from them in the future

 

You agreed to the terms of purchase when you placed the order. Cancelling the order requires man-time, albeit a small amount. Time is money.

It's $2.00. "First world problems".

 

Looks like a trend
http://www.tacomaworld.com/forum/vendor-reviews/272425-toytecs-lousy-customer-service.html

 

Nitpicky for $2 I guess you could argue, but it is there in writing.

In general I do agree that customer service is not what it used to be, especially after GM screwed me over last year for $2000 on a "free" warranty job. Basically 2 dealers lied to me and GM agreed with me but they swore to what the dealer said.

 

Everyone has a different definition of good customer service and bad customer service. To please everyone is impossible, but to please no one is easy. I think Morgan Freeman said that.