Stage 3 Motorsports Customer Service Dept. - less than impressed

[Grizzlee]

Let me start by saying the cause of the issue is my mistake in ordering the wrong item.

I recently ordered a Swingcase for my MY22 F150. Well I thought I did, but in the order confirmation I saw I ordered the Swingcase for a MY22 F250.

Within 3 minutes of ordering, I looked online for the ability to cancel or update the order - that did not exist. I imed. sent email to customer service asking for their help to change the order to the proper part number, or cancel the order, either one.

24 hours later, I received an email from Stage 3 Motorsports CS. While professional in their communication, options provided where slim to none and with little to no empathy. I was told, the order could not be changed, and could not be updated. I was told the order already went to the warehouse, but given no other reason why it could not be changed or attempted to be changed. Potential carrier redirection was offered as an option, but without guarantee it would work even after paying the fee. Now I wait for an item I cannot use, get to pay return shipping, get to pay 10% restocking fee, and still need to order my item which I’ll probably just do from Amazon. Yes, I admit Amazon is a is a give-up, but if I make a mistake it won’t cost me Restocking and Return shipping to correct.

Been in Customer Service 40+ years and even when the customer screws up, if you want to be known for customer service and retention, plus have raving fans; you figure out how to help.

Again, the original error was mine. In order to ‘minimize your maximum regret’ in vendor choice or ordering, be double, triple, and quadruple checking your orders.

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[Fordphanatic]

Thanks for sharing that. While I have never made a purchase from Stage 3 motorsports I definately will not be Now.

 

[Graygoose2021]

I've always had stellar service with Stage 3.
The company I work for , same , if a customer sends in order, and it goes to our warehouse, and shipping has it pulled, barcoded and on the FX truck, customer calls back to change, they cannot. They can refuse it once it arrives, or we can change it back to us once hits main hub. But we still get some freight charges, so why we may do same restocking fees. We had to pay partial shipping and employee time.


While I understand your frustration, it does cost the manufacture time and money as well.

Hindsight, think about it, we are lucky we can even order pats now with all the shortages we had the last 1.5 years Find a bright side if ya can.

 

[Grizzlee]

I've always had stellar service with Stage 3.
The company I work for , same , if a customer sends in order, and it goes to our warehouse, and shipping has it pulled, barcoded and on the FX truck, customer calls back to change, they cannot. They can refuse it once it arrives, or we can change it back to us once hits main hub. But we still get some freight charges, so why we may do same restocking fees. We had to pay partial shipping and employee time.


While I understand your frustration, it does cost the manufacture time and money as well.

Hindsight, think about it, we are lucky we can even order pats now with all the shortages we had the last 1.5 years Find a bright side if ya can.

Greygoose2021 - May I ask if you’ve dealt with their customer service department or just ordered goods?

They may be great as a vendor and as everyone is a consumer, everyone can pretty much tell when they see great customer service and when they don’t.

Systems which do not allow an un pulled or un shipped order to be changed are not designed for customer service front to back and can be changed.

I agree with you, if an order is pulled and on the carriers truck or waiting for pickup, there’s not much can be done. My perspective in this case is the order was not pulled as it was placed on the weekend over 48 hours ago, the order was not shipped and on the truck as the UPS label was not printed until this morning just before 11am.

Customer Service is often less than perfect but if a company tries to provide it vs shrugs shoulders, it goes a long way, the rest is what it is…..I’ll just spend my $$ elsewhere.

 

[Graygoose2021]

Ordered, as well as many others have. But I double check before I click what I am ordering, we've all made that mistake. Its not your fault, but its not theirs neither.
All Im saying is also see the vendors side, if they "ate" every one else's mistake, we'd all have to pay more for for their services. (they have to pick up losses somewhere) Not generally talking S3, all online vendors.

For many of us on here, S3 offers discounts, online forum help, which you don't get from every manufacture out there, and promos. I don't think we should just shutter them off as a bad vendor now due to one mishap.

Best of luck on your resolution!

 

[KartRacer25]

I bought RCI skid plates and Icon suspension from them.
They have been awesome.
Their expert Tech support before and after the sale has been above and beyond compare.

 

[Oxford_Powerboost]

Thanks for sharing that. While I have never made a purchase from Stage 3 motorsports I definately will not be Now.

I would not let this scare you. I have been nothing but entirely happy and impressed with Stage3. The rep on here has answered my questions and concerns timely and accurately every time, and they move FAST. I ordered something and it had shipped 2 hours later. I think OP’s case is an unfortunate result of how fast they move

 

[trojandawg3]

I also had a good experience with Stage 3. I talked with Frank on here and he set me up a cart on my account with a discount. The ordering and shipping was great. I did not need customer service or support after that however.

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