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Question regarding a certain vendor and "customer servi
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Author:  Frank McMullen [ Fri Aug 25, 2006 10:46 am ]
Post subject:  Question regarding a certain vendor and "customer servi
:?

Don't know if there is a better place to post this question, but I figured it would get some attention here...


Am I just lucky, or has anyone else found that the customer service from Layson's leaves something to be desired ?

About three weeks ago, I tried to order a pair of rear bumper "snubbers" for my '64 Valiant. I placed the order on-line, through their site, and was promptly informed within two days, both by e-mail and with a phone call that they now had a minimum order policy of $30 or more, and was there something else I would like to order, to bring the total over $30.

I decided to order a float for the gas tank sending unit, as an extra is always good to have... so that brought the order to $32, plus S&H.

A small package from Layson's arrived last week, but contained only the float. The invoice accompanying listed the float and the two bumper snubbers, but only the float was marked with an "X" in the Shipped Box...
There was no mention of the status of the two bumper snubbers.

According to the invoice, I was billed for everything.

So, I gave it a couple of days, in case the snubbers were coming in a separate package.

Finally, I decided it was time for a phone call to see what was up. I spoke to some surly teenager in "Customer Service", giving my name and invoice number, which he promptly pulled-up in their system. I explained that while I had ordered three items, I had only received one . I was waiting for the Layson's employee to fill-in-the-blanks, but no information was forthcoming... so I cut to the chase and asked if the snubbers were back-ordered. "Yeah".

I then inquired if they had any idea when they would be available and shipped, and was told "they have no idea... the system doesn't give us that info..."

I was about to hang-up the phone, when I decided to make the suggestion that they might want to up-date their invoice format to include a column for "Back-order" check-marks, so that the customer might have some idea as to why their order is "short"...
At this point, the "customer service" entity seemed like I had really overtaxed him, and replied "Yeah, I'll pass that suggestion along to management."...

At this point, I'm not happy about the following:

1) not being inforemed of a "minimum order policy" at the time I placed my order... the follow-up phone call form the vendor was appreciated though.

2) receiving my order and finding it short, and short the very parts that prompted my order in the first place!

3) no indication on the invoice as to why the missing parts were not there, yet being billed for the entire purchase.

4) "Couldn't care less" attitude from the clerk at Layson's.

5) Having to explain to my customer why I can't put the re-chromed bumper on his car...

I think I will have to put this in writing and send it by snail mail to Dave Layson himself.

I guess this is a "vent" as much as anything, but I'm also curious if anyone else has had a less than positive experience with this vendor...

Thanks for letting me "blow"...
:(

De Soto Frank
Author:  dart64rg [ Fri Aug 25, 2006 11:00 am ]
Post subject: 
Not uncommon at all.

Unfortunately, they are the only source for some early A-body parts that they make or have made to order. They tend to take money in advance for parts and wait til they have enough to do a production run. This would not be so bad if they would tell there customers what is going on, but they don't so you are left wondering.

I am also dealing with this problem with another specialty vendor. I will not mention who, because they are the only source for the parts I have ordered, and I would not want them to cancel my order. I ordered these parts and was charged for them in May, but have yet to see them. I have called several times, and each time they make it sound like they will be shipped by the end of the week.
Author:  vynn3 [ Fri Aug 25, 2006 11:03 am ]
Post subject: 
About a year ago, Layson's minimum online order was $20. I encountered the same situation — I ordered something to "bump it up" to the minimum, and promptly received a phone call that the second item was in stock, but the original item was on backorder. Several weeks (and follow-up calls on my part) later, and what I tried to order in the first place finally arrived.

At least the guy on the phone was nice and polite, if not terribly helpful.
Author:  SlantSixDan [ Fri Aug 25, 2006 11:32 am ]
Post subject: 
Yup, quite typical. It's a top-down problem; you won't find much relief appealing directly to Mr. Layson, for his attitude is essentially what you've just described. Note that much of Layson's product line is simply purchased elsewhere and marked up. You didn't need to buy the tank float from him; it's $5 or $6 at any local Ford dealer. And I'm almost certain Gary Goers has those bumper snubbers.
Author:  Jeb [ Fri Aug 25, 2006 11:37 am ]
Post subject: 
That is why if I have to have a part I go without it or get it from a junkyard instead of Laysons. That minimum order crap doesn't cut it with me. That seems to send the message that they really don't want your business.

Dan can give you an earful about Layson's and there pricing policy.
Author:  Slant Cecil [ Fri Aug 25, 2006 12:03 pm ]
Post subject: 
Here's a thread about Laysons on Moparts.

http://board.moparts.org/ubbthreads/sho ... ost2865034
Author:  slantzilla [ Fri Aug 25, 2006 12:12 pm ]
Post subject: 
The one good thing I can say about Layson's is that they sponsor the Slant race at Vegas. I always bite my tongue when I hear what a swell place they are.
Author:  Charrlie_S [ Fri Aug 25, 2006 12:26 pm ]
Post subject: 
If you have been charged for a "mail order" item. They must ship within a certain time frame (no more then 30 days), or refund your money, unless you agree to an extension. That is the law. Demand a refund. Also I would tell them you want a refund on the float, or you will put the amount in "dispute" with your credit card company. The only way I will deal with "laysons" is by confirming all the details in an E-mail (paper trail), then paying with a CC. If they then try any games, I put the amount in dispute, and send the copies of the e-mail to the credit card company. Dave will flat out lie to you. Don't let him get away with his crap.
If you think I have issues with Laysons, your correct.
Author:  Frank McMullen [ Fri Aug 25, 2006 12:44 pm ]
Post subject: 
Wow.

I just read the thread from the link to MoParts...

Well, I' ll pursue the issue with Laysons a little further before pulling off my gloves and getting tough...

For the record, does anyone know of another source for repro bumper snubbers for the '63-'66 Valiant, or is Layson's my only hope ?
(These are the rubber blocks that bolt to the rear quarters and supoort the end of the rear bumper where it wraps around the car)...

Thanks for the replies...
Author:  SlantSixDan [ Fri Aug 25, 2006 1:11 pm ]
Post subject: 
Quote:
For the record, does anyone know of another source for repro bumper snubbers for the '63-'66 Valiant, or is Layson's my only hope ?
Uh...what'd I do, stutter? :roll:
Author:  dartboard [ Fri Aug 25, 2006 3:22 pm ]
Post subject:  Layson's
Hello, Yeah I'm another who has had a bad experience with Layson's. They simply do not give you any info aboput what the status of your order may be. What makes this really bad is that new, unsuspecting Mopar guys really get the shaft. Stay away if at all possible. Dartboard
Author:  emsvitil [ Fri Aug 25, 2006 3:34 pm ]
Post subject: 
I can understand the minimum $ amount, but don't like it when you find out after the fact that something is backordered.......

Online systems should have the status of the parts (on backorder or not) and let you know before you commit that everything is available.


And disputing with the credit card company really makes things go quicker. In the past I wasn't getting anywhere (another company, not Laysons) until I brought the credit card company into it......
Author:  65 dartman [ Fri Aug 25, 2006 6:05 pm ]
Post subject: 
The last time I dealt with Laysons (was with a phone order), everything went trouble free and I received what I ordered (65 Dart quarter panel repair panels) pretty quick. However bear in mind this was quite some time ago and I've heard several horror stories such as this one. Might be the best way to deal with them (if you must), is in person at a show they attend. They had a great selection of stuff for A Bodies at the Nationals. Didn't need to buy anything but I did look.
Author:  Slant Cecil [ Fri Aug 25, 2006 10:25 pm ]
Post subject: 
Looks like most people want to Image them.
Author:  project72dart [ Sat Aug 26, 2006 4:43 am ]
Post subject: 
Just talked to them yesterday about a rear window gasket and the moulding clips. Salesman said they were in stock but it would be at least two weeks before they could ship because everyone was at a Mopar event. I said it's for a daily driver and needed them sooner. He said he went back to the warehouse and saw them but I still had to wait. Wonder if they were really in stock?
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