Brothers strikes again

[Dynomutt]

Placed another order with Brothers and once again the items are backordered and NO notification of any sort. Ordered the items online last week, got an email saying, "After your order is processed, in stock items are normally shipped within 1-2 business days. Back ordered items may take up longer for delivery." but nothing saying anything was on backorder. I status the order today (over a week later) and see "items backordered no delivery date specified". I call their customer service to learn that 2 of 9 items are backordered and they took it upon themselves to hold the entire order until these items come in, one has a scheduled date of 4/10/10 (for them to recieve) and the other they are not sure when will come in. What makes this more interesting is that once again, one of the items on backorder is an item that they posted in their "Spring Savings" mailer. I cancelled the entire order but I'm sure they won't care. I had forgotten how much I hate doing business with them until I spoke with the "customer service" rep.

Once again I have to start over with another vendor and I really need some of the parts I was expecting.

BTW, I placed a 6 item order with Summit on the same day and ALL of those items showed up at my door a day EARLIER than they anticipated in the order confirmation email they sent me. (which was a day after the Brothers parts should have been delivered) Funny how that works....

[Joemomma1]

I always wondered about brothers. Their crap seems to more than everyone else when its on sale. Summit is the sh!t. If I order early enough in the AM I can get it the same day w/ standard shipping. Usually its next day. Thanks for the notice.

[POPO1984]

get with mike at Mikes Bump and Grind

[msgross]

use a board vendor, no bad deals with them...

[kacz81]

I order front/rear drop springs & track bar from brothers on 3/28 recieved the same email checked on order a week later via email took them 3 days to respond and tell me everyting was backordered needless to say still waiting on parts guess i'm done doing any buisness with brothers

[olblue60@aol.com]

It sounds to me as though they have very little inventory. Maybe they have earned a "sticky"

[kacz81]

so i'll give you an update on my order on 4/17 no parts yet sent another email wondering where my parts are 3 days later get a response saying "trackarm will ship tomorrow springs will ship in 5-7 days" well this was the exact response i got on 4/5 word for word so sent another email with a few choice words seems they "forgot about my order" seems to me l they are a faceless corperation that don't care about their customers but i recieved the track bar today 1 month later and still waiting on those springs i would reccomend not buying anything from brothers thanks for letting me vent guys

[ETsC10]

This is indeed a customer service issue.

In contrast, I bought a carb from Rock Auto late Friday night and early Monday
had an email, from a real person, saying they couldn't get the part, that they didn't
know a time line and that they had credited my CC.

Prices, service and company integrity hold equal value in my book.

[jb4short]

Originally Posted by ETsC10

This is indeed a customer service issue.

In contrast, I bought a carb from Rock Auto late Friday night and early Monday
had an email, from a real person, saying they couldn't get the part, that they didn't
know a time line and that they had credited my CC.

Prices, service and company integrity hold equal value in my book.

because as good as they are Rock Auto doesn't stock a single part

[ETsC10]

Originally Posted by jb4short

because as good as they are Rock Auto doesn't stock a single part

Agreed, they don't.
However, I was looking for an early 2 bbl, orig carb for a 6 cyl Mustang.
Not an easy one to locate.
They have far better abilities for finding parts than I do and I'm willing to
pay for that service.
Had I been looking for a truck part, I would have gone to a trusted
board vendor.
I was just trying to illustrate the difference in customer service.

[dan42]

I have used them often, but I just cancelled an order from them - for the same problem, backorder, and no information as to when the part will be in. Sorry, but I'll pay a little more if I know I can get the part in a reasonable amount of time. BTW, I just re-did a windwing that I did with their rubber seal - 2 years ago! It was cracked and the fuzz was already worn out in the window guide. You get what you pay for.

[John @ BROTHERS]

Dynomutt - PM sent
kacz81 - PM sent
dan42 - PM sent

To all board members, feel free to contact me in regards to any questions or issues. I can be reached via PM, via phone at 951-808-9790 or via email at "john@brotherstrucks.com".
Thank you,

John Lawrence
Operations Manager
BROTHERS Trucks

[72tutone]

This all seems to eerie. Same here. Ordered some woodgrain items from them on the 3rd of May. Status showed in stock when ordered. Received an email that items were paid for. I had to call in to find out they were back ordered. They had two of the items in stock and were holding on the other one. I asked if they could just send the two items and send the other when it arrives. This was last week. I checked order status online and it said "will pick". I had to call again today as I was going to cancel this order, and April on the phone stated that two of the items were to be here on Thurs. And the other part was scheduled to ship today the 18th.

It would be nice to have an update on the web, and or some tracking numbers from the carrier as well

[John @ BROTHERS]

Originally Posted by John @ BROTHERS

To all board members, feel free to contact me in regards to any questions or issues. I can be reached via PM, via phone at 951-808-9790 or via email at "john@brotherstrucks.com".
Thank you,

John Lawrence
Operations Manager
BROTHERS Trucks

As stated elsewhere in this thread. Please contact me at anytime if you have any issues I can help you with (good or bad). Guys, I am on board almost everyday. If you PM me I will respond ASAP. I'm on here offering my help, use it.

Originally Posted by CTENTA1

They got me too!
Tailgate Kit on back order. No credit to my CC they have to send out a check. Oh wait they did send out the check but I never got it!
They cant do a stop payment/ Hhmmm Odd!
They can't send a new check till records show it was not chashed.
This was back in March.

Im calling BS on this one.

Pm sent to John @ Brothers

CTENTA1, as already PM'd, the second check shipped out yesterday via UPS to confirm it will arrive this time. Tracking number PM'd as well.

Originally Posted by lilpoindexter

Get your credit card involved, sounds like they are committing fraud.

Originally Posted by augie

Call the CC company and have them issue a chargeback.

He paid for this order in cash in our Corona, CA showroom. Therefore, we did not credit his card since it had not been used, a refund check was sent via mail. He stated it did not arrive, after a grace period we determined it had not been cashed and re-issued another refund check. This time we used UPS for a delivery confirmation.


mikey531 - PM sent
Three8six - PM sent, received - Message left on your answering machine.

[-sean-]

John, do you get the feeling that something is wrong in the customer service department at Brothers... seriously. Is there anything being done to correct any of these issues?
I still cant even get a catalog. You do sell parts that I want. I would never order them again but would have my nephew pick them up for me and ship them to me, he's in La Mirada not far from your facility.

[John @ BROTHERS]

Originally Posted by -sean-

John, do you get the feeling that something is wrong in the customer service department at Brothers... seriously. Is there anything being done to correct any of these issues?
I still cant even get a catalog. You do sell parts that I want. I would never order them again but would have my nephew pick them up for me and ship them to me, he's in La Mirada not far from your facility.

Sean, I don't believe anything is wrong with our customer service dept, it just needs tweaking every now and then. I have a good group of guys here who are knowledgeable and strive to to give you guys the best buying experience they can. Believe it or not, I am glad when people post issues because that is an opportunity to do fine tuning. I do wish you guys would get me involved earlier so I could be more proactive instead of reactive. Ultimately this business comes down to customer service, we strive to learn from our mistakes and do our best to make sure they don't happen again. Please PM me your address and I will personally put a catalog in the mail for you.
Thanks,
John

[-sean-]

Originally Posted by John @ BROTHERS

Sean, I don't believe anything is wrong with our customer service dept....
Please PM me your address and I will personally put a catalog in the mail for you.

PM sent for the catalog, thanks.

I guess in the end it really comes down to standards and like opinions, they can vary. Some folks (I'm one of them) have high expectations when purchasing a product, specially when that purchase is made on-line with a CC and shipping is involved. When I sell something via the board, eBay or CL I make sure I have easy, open communication, provide any shipping info I can and I try to be as straight forward as possible. There are board members here (sharpie for example) selling items in the classified section that exceed my expectations (not easy to do) and would be a good roll model for others to follow.
All that being said, I do appreciate the fact that you do come on the board to state your case instead of just blowing it off.

[kacz81]

well, called brothers on 5/10 to find out where those front springs were was told they "will ship in 5-7 days" well that was the last straw cancelled order they didn't seem to care put in an order with classic parts payed $20 more but had my parts in 3 days with tracking numbers

[JWPOORE]

I think this will be my last order with them as well. Ordered a dash pad, screws for it, sunvisors and a hood to cowl seal on 4.25/10. I paid via Paypal which means they got there money right away. Naturally, I got the backorder status when I checked it's progress.

I sent 2 emails, no reply. Sent a third email via the live assistant on 5/12 and 2 days later was informed it was the dash pad they were waiting on and it had arrived the day before and the order would process that day. The email was sent from John Lawrence at john@brotherstrucks.com who referred to me as "Mike", although my name is Jim. Looked online the next day and saw the status had changed to "in progress", but no tracking info or anything yet.

Now it it 5/18 and I go to check if it has been updated with a tracking number, and it now shows the order is once again "backordered". No other explanation. Needless to say, I am pissed at their terrible customer service and this is not the first time I have encounted backorders from them, but this is rediculous. If something is not in stock, update your website like others can and do. If it is not in stock, then don't make it available to purchase at that moment.

I think I will just have to call and request a refund for my money and go elsewhere unless something changes quickly. I usually give the benefit of the doubt and do not like to complain, but this seems like it is more and more becoming a pattern from a once great company to order from.

[kacz81]

Jim, My name is Mike and John was the one that gave me the run around for over month probably thought you were me

[JWPOORE]

UPDATE:
I received my order today, the only thing missing was the dash pad screw set which I guess is still backordered. Not anything major because I'm sure they will just send them through the mail and I'm glad they did not further delay shipping the order because of them. Checked my account online and it still shows order is backordered so I am not sure if it is because of the screws or what, but everything is fine now.

John apologized and said he mistakenly called me "Mike", no big deal anyway and I just thought it was kind of funny being that my email address had my full name on it. I understand things can get hectic, so not a problem.

Once the package was shipped, I will say it does get here quick and they always have packaged things nicely so it arrives safely. It would just be a good suggestion if they can somehow update their online system to keep up with tracking of packages or give an estimated time of arrival on backorderd items. Even an email giving a heads up on what is going on would be nice instead of the consumer having to track down what is going on and wondering what is backordered and holding up the shipment.

[dan42]

An update for me as well - after emailing John and detailing my frustrations of dealings in the past, he emailed me back and responded to every concern I had, including the one regarding the wind wing seals - he even credited me back the cost of them. I won't sit here and say these guys are perfect and they aren't gonna screw up again, because they probably will (Just like everybody else on this board) but I have to say that the personal response and the direction that they are trying to take their company is very encouraging to me. John seems to have a passion for these trucks as well, and while there are going to be hickkups along the way, I think he is trying to take things in the right direction - i.e, higher quality products, quicker response time, etc. They are a big player in this market and will be for quite some time, so while it's important IMO to let them know when there are problems, they are the key to us getting better quality parts as they negotiate with their suppliers. There are less original and NOS parts out there all the time, and we will depend on companies like this to supply us with the stuff we're gonna need at an affordable cost. I will continue to purchase stuff from them as I need it, but I will also let them knw of any problems so that they can be addressed. I would encourage you guys to do so as well.

[72tutone]

I checked my order again today, and it finally went to all merchandise shipped, however I have received no tracking.

John L I have sent you a PM requesting this information.

[John @ BROTHERS]

72tutone - PM sent

[coloradosean2009]

I canceled my recent order because of the same lack of communication. Brothers needs to update their customer service process to provide notice of backorder and current status of order.

I also have the wing seal set that I installed last fall. I was looking at it yesterday and the rubber is all cracked. Also the rubber tank gromet is shot after only 6 months. My dash pad is also cracking... I am starting to wonder if the quality of thier products is reflected in the price.