What's the right thing to do here? (in your opinion)

Hi all,

I’ve got a question for the community about a purchase experience I had recently where things didn’t go exactly as planned, and I’m not sure the right way forward (and there may be more than one right way).

I should also note before I get started, that no matter how this ends up, I’m going to have a way awesomer suspension than the stock stuff I have now, so no matter what, it’s not the end of the world.
---

OK – so here’s the situation – I did some research and asked some questions here on TW, and ultimately decided to go with a Toytec Lifts front coil over, and some AAL’s + Monroe air shocks in the back of my 1st gen.

So, I traded some emails with a ToyTec Lifts rep (Scott - who was totally great) and ultimately placed the order on toyteclifts.com, for (I thought) essentially the BOSS coil over kit, without the rear shocks (since I was going to purchase air shocks separately). This is where the “problem” happened. I ended up ordering the Toytec coil overs, rather than the Toytec BOSS coil overs for the front. (see the red highlight in the picture below)

On my order (green highlight in the picture below), I also added a comment in the field on the purchase form that said “…think I'm essentially getting the BOSS lift kit for a 2000 Tacoma Xtracab 4WD SR5 V6, w/TRD except that I'm not getting the extended rear shocks (as I'll instead be adding some air shocks back there). If I'm missing anything from the kit except the shocks, please let me know before completing the order. Thanks!”


(full image)

I never heard from Toytech and received the components of the order in a very timely fashion.

Clearly, part of this is my fault… but I also feel like I was pretty clear in my Comment on the order, and I’d have hoped that Toytec would have reached out as a result. I’ve since reached out to them, and the answer I’ve gotten is “Sorry, but we can’t check the comments fields on orders. You can pay the price difference as well as shipping both ways, and we’ll send you the BOSS coilovers.”

So – my question to the community: What do you think?

• My fault and I should just eat it (which probably means sticking with what I technically ordered (since I’m not sure I want to pay the extra $100 shipping for the upgrade)
• Toytec should have caught this, and should cover shipping to trade out the coilovers (b/c I put on my order that I thought I was buying something that I actually wasn’t)
• Some compromise – split shipping (or something like that)
• Or something else entirely?

I totally understand both sides of this – clearly a business has to make money on the one hand, but on the other hand, why have a comments field if it’s not going to be read/followed up on, and what about “make the customer happy?”

OK, thanks for reading this far, and let me know what you think.

Cheers!
turbodb

(Edit: Added link to full-res image)

 

i think comments should be read or why have box there. i say each pay shipping and you pay difference in boss cost. if nothing else good PR and they are forum vendor

 

What's the comment section for if it can't be read?

Makes no sense to me. In their ordering process they have a comment section - if they can't read it, it shouldn't be there.

They should eat return shipping, you should pay the other shipping and price difference for the new coilovers.

You bought the wrong stuff, and they have a feature on their ordering page which does absolutely nothing - which could have caught the issue in the first place.

Both parties have an "oops."

 

though you could have written the comments a whole lot better and to the point IMHO

they are written in a way to make me stop the order and check with you what you really want

diagnosis: fail on toytec, they should remedy, and eat any return shipping cost... as they should have reacted to comments

 

Thanks so far all - my gut said something similar to what I'm hearing here - split the shipping b/c there was an oops on both ends.

Still love to hear more input from others.

 

Sent email to Scott @ToyTec Lifts asking to split the shipping costs - hope he says yes!

 

Got mail back from Scott and Dylan and they're being great about this - I'm paying to ship the current set of coilovers back, and they're paying to ship the new ones out. Thumbs up for Toytech Lifts - thanks guys!

 

Hey guys,

I just wanted to offer up an explanation as to how some of our processes work and why the comment turbodb made was not acted upon

We do have standard operating procedures in place to identify potential issues with compatibility of products and to get in front of order errors, based on the customers' vehicle information and we do read the comments provided. Mainly, we are looking for compatibility issues with make/model variations or 'special edition' models, but I think I see what may have occurred on our end. It does not mean that we simply do not read the comments. However, calling the coilovers the Boss's while they were the standard ToyTec coilovers do not raise a red flag. It does happen often.

Many people call the Boss kit the Ultimate and vice versa (along with calling the ToyTec coilovers 'Ultimate' coilovers), so the we may have just looked past the fact that it was referenced as the 'Boss coilovers', but purchased the 'ToyTec coilovers'. It is quite common for people to call them by the wrong name, so to speak. That part didn't raise any red flags, especially when commented about 'essentially' ordering the Boss kit. They may have assumed that it was referencing the fact that the Boss kit was not being purchased, but something that was similar.

Either way, We have come to an agreement and all has been taken care up

As always, we appreciated all the support that we receive from Tacoma World!

Thanks
Dylan

 

Just wanted to post a quick follow-up here. As Dylan and I mentioned above - we came to an agreement on exchanging the Toytec coilovers for some BOSS coilovers, each covering our side of the shipping. With that worked out I sent them back, and Dylan and the guys @ToyTec Lifts were great about getting the BOSS set sent my direction once they'd verified that the original set were still in sellable condition.

So, just wanted to say thanks to Dylan and the team - it's great to see stuff get resolved like this!

Can't wait to install these.