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J&W nova problem

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11K views 2 replies 2 participants last post by  chevyIIsmitz  
#1 ·
I wanted to give everyone a heads up on my recent experience with J&W nova.

I have been buying parts from this company since the late 90's (mostly at shows, Auto-fair, etc..). Never had a problem. This time I used their website. MISTAKE. First off, their website is terrible. It looks like it was designed in 1998, but I'm not here to talk about web-design.

I ordered a rear wheel arch patch panel for my latest 64 project. It was 49.99 & 19 to ship over sized. I paid with my card.

I get a call today & the lady on the phone tells me there has been a price increase for the PART & SHIPPING! Part went up 56$ & shipping went up to 42$ (more than double).

I said that I would not pay more than the website quoted & would rather have my money back. The lady gave me several excuses about shipping increasing daily & the website not being up to date. I responded that the website needed to be updated. She retorts that it is impossible for the website to know, how large an item is, or how much it weighs. I made a comment that I don't have this problem with every other part I order online. She then tells me, that if I want to order anything that "might be over sized", I should just call in & not use the website.

After a minute she offered to let me have the part at the online price, but still 42$ shipping. I declined. They cancelled the order & said my card had not been charged.


If the website quoted it they should STAND BY IT. If they cannot comply with this, there should NOT be pricing & shipping quotes online at all. Maybe just a picture catalog that says "call for pricing"

Poor customer service experience catalyzed by a sub-par website.


To top it off I cant find anyone else with this item in stock!
 
#2 ·
I get ya, but Sometimes you gotta bite the bullet, suck it up, put your ego aside and give in.....granted the principal of the matter. Especially if you can’t find the item elsewhere and your not talking about thousands or even hundreds $$$. I would still use them but solely for parts you can’t find elsewhere.
 
#3 ·
Nothing to do with ego. I even tried to buy from them at the Auto Fair in Charlotte after this happened. I asked about a few parts. Mainly seeing what was in stock there at the show. Lady throws me a catalog and a notebook, & says "that's what we have". So I made a list, complete with part numbers, & handed it to her. Than asked for price & availability. She then slides me a calculator & said you can figure your total with this. I asked if the parts were in stock. She says she'd have to look; She never even turned around. I am the only customer in the booth & she doesn't have time to deal with me. I'M DONE. I am always polite with anyone who has to work with the public. So I gave her catalog & calculator back and told her to have a good day & left.

It is basic customer service principals. I was going for a second chance with no shipping to worry about. They still cant get it right.

I buy everything from Classic Muscle now. They know their stuff & ship to my friends shop for free.

As far as money goes... If you don't watch it, you'll wind up like half of the classic cars on the road, that will not bring half of what's been invested. That's not good practice either (as far as I'm concerned).