- Local time
- 1:01 AM
- Joined
- Aug 18, 2024
- Messages
- 4,207
- Reaction score
- 8,255
- Location
- Virginia Chesapeake Bay
They make quality stuff but their customer service is horrible. Been trying to get ahold of Matt since last week. I ordered $3500 worth of stuff from them. He was waiting on me to send him my power steering gear box to get started. I decided not to get the Firm Feel box and go with the Borgeson box instead, so I email Matt that I changed my mind about the gear box and to please remove it from the order and send me an updated invoice with shipping costs as I was ready to receive the rest of the order. I also asked him to verify all bushings with the order would be urethane, and to verify my credit card on file.
He finally sent me a one line email back yesterday saying, your order is on hold. No explanation. I call twice yesterday and twice today and send him 2 emails. Still no response. Why is my order on hold? Is there something else that requires being machined and fabricated by your shop? Are there backordered parts? What’s the deal. When is my order estimated to ship?
He hasn’t charged my card which is a good thing. I understand if you get busy, but customers are what support your business. You can’t just simply ignore them until it’s convenient for you. If they weren’t the only player in town for 73/74 model years I would buy somewhere else. You would think with a large profit margin order like mine he would be more responsive. And I know he’s got to be making a huge profit margin for the prices they are charging. When you are the only player in town, I guess you can set whatever the market will bear.
If a new player comes along and gets in direct competition I would wager Firm Feel would go out of business in a short amount of time if they continued to do business the way they are now.
Rant Over.
He finally sent me a one line email back yesterday saying, your order is on hold. No explanation. I call twice yesterday and twice today and send him 2 emails. Still no response. Why is my order on hold? Is there something else that requires being machined and fabricated by your shop? Are there backordered parts? What’s the deal. When is my order estimated to ship?
He hasn’t charged my card which is a good thing. I understand if you get busy, but customers are what support your business. You can’t just simply ignore them until it’s convenient for you. If they weren’t the only player in town for 73/74 model years I would buy somewhere else. You would think with a large profit margin order like mine he would be more responsive. And I know he’s got to be making a huge profit margin for the prices they are charging. When you are the only player in town, I guess you can set whatever the market will bear.
If a new player comes along and gets in direct competition I would wager Firm Feel would go out of business in a short amount of time if they continued to do business the way they are now.
Rant Over.
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