My company attempted to use PartsTrain.com as a source for items needed to complete a large project we had a strict deadline for. Several companies and vendors were collaborated with to accomplish this project that totaled nearly $40K in cost over vehicle. One of the final touches on the project were the marker lights which were to be installed on the final day of assembly. These were the only parts we ordered from PartsTrain.com eight days prior to deadline and we paid for overnight shipping to guarantee no headaches for what should have been the last and most worry free details of the build. We were wrong.

Not only did I speak with their "online chat" option (which is the only option they give for assistance) on Monday to ensure the parts were shipped with the properly paid for shipping they still sent me a tracking number once the parts were shipped giving me details for Standard Ground Shipping. They did not mess up the billing however as adequate funds had been immediately taken off my bank card for overnight shipping. I again contacted their online chat option Tues to see what the issue was and after a lengthy conversation with what seemed to be an automated robot with pure generic responses I was promised the parts would be reshipped for on time arrival and I would return the other order.

Again they proved me wrong. The day before final assembly and no arrival as well as no tracking number. On the third attempt to speak with their online chat service I was told she knew nothing about my previous conversations (even thought I had printed them and provided her with the "chat number *******") and there was nothing they would do other than reimburse for the difference in shipping.

In my experience with business, in order to show a valued customer you made a mistake and are willing to take responsibility for it, you offer them something that is a sacrifice of you, NOT just to give them the shipping payment back. Their response?... 20 bucks back on an order of over $500.

If this were the only company we dealt with in this project I would possibly accept the service I received from them. Maybe if this were even the only company that made a mistake... but they weren't and they weren't. What they were was the only company to handle it in such a pathetic manner and then when finally having no choice but to admit their mistake offered less then a pathetic solution.

My advice to anyone even considering PartsTrain.com is to make the fraction of an effort it takes to scroll down the screen to the next option and choose it instead. There are more than enough resources online that provide excellent service far above and beyond what PartsTrain.com has proven they provide.

Please learn from others mistakes and stay away from this site.

I am not the type to leave a review for a business online. This place has changed that mindset entirely. And does not deserve the 1 star that I have to give it.

I am EXTREMELY frustrated and will without question no longer do business with Parts Train.

Monday, I ordered a drop kit on 06/18/12 online. During the order to double check dates arriving to my home I called into the Sales Dept. The Customer service rep ASSURED me the order would be shipped that day and the G******* kit would arrive within 4 days and would make my 06/22/10 deadline, he even told me the previous kit had arrived within 4 days to a customer in Illinois. As I confirmed my order, he told me he saw the order come in and I was good to go. Tracking numbers would be out by the end of the day.

Tuesday at approx 400pm CST, still had not received tracking numbers and called in to verify. The lady that answered the phone told me that the order had not been shipped or billed yet. I asked her to transfer me to a supervisor to further assist me. Chris (#1009) answered and through the extensive conversation was given the option multiple times to cancel my order and they would release the hold on the funds in my account. However, that was a final option only as I needed this kit by Friday and would not be able to find it in time otherwise. So I present the offer of having it express shipped to me. After the two of us engaged in deliberations about the offer, it was settled that we will cancel the order AND have a new order set up for the G******* kit to be overnighted from the MANU because it was out of stock at no cost (to me) due to the time constraints. I was then transferred to the sales dept. to confirm the cancellation and submit the new order.

I was handed to Nick (If I recall his name correctly) who completely refused to do what the Supervisor, Chris, and I had agreed upon. Multiple times during his and I conversation, he tried to transfer me to Cust. Service to rid himself of the call and was extremely rude and offensive. Finally, I asked for his boss. He flat out told me, "No, you will not speak with him" and proceeded me to put me on hold. Mind you I had the time counter on my phone showing 42minutes and 15seconds at this point. At 1HOUR 12minutes and 23seconds, a customer service agent arrived on the line. This is 30 MINUTES, Nick put me on hold for to get out of the call. When Mike (339) answered, I informed him I was beyond upset at this point. Not only had I been lied to this point but berated by Nick. But through the conversation Mike and I had he was by FAR the most pleasant person I had spoke to that day. He was not a 10 on the scale but understandably so, he came in to a very upset customer and knew that he had to be extremely careful as I obviously had spoken to his superiors and still not satisfied. (I would deal with Mike again.) Multiple times during his and I phone call, he would double check with Chris to make sure everything was correct and kosher. He informed me that Chris would be calling me back in 10-15minutes to settle the call. I thanked him and hung up. 1hour and 31minutes later.

Now, over 15 minutes has passed and I have yet to hear from Chris. (06:18pm call ended) (Called her extension at 06:48pm no answer. Left Message) (Again called her extension at 07:32pm, Voicemail says she has gone home for the day. Left Message) (Call back in at 0733pm)
Ended up speaking with multiple associates eventually ending up with Ram (539). He and I discussed many options and was absolutely worn out when I spoke with him from all the time spent trying to resolve the lack of shipment and options to try and solve the problem. Finally, decided on canceling the order entirely. However, funds in my account are tied up in a hold. Debated when they would be released. Finally got an answer from him that I would receive a call from April (721), the next day at 8am CDT. After explaining to him that at this point the company had failed countless times and if I didn't get a call back I would not be surprised.

Wednesday, April calls me 752am. Spoke for a few minutes and she informs me that she can not have the hold removed at that time. I have to wait another 2.5hours to receive another phone call explaining if the hold could be lifted that day. They were.

All in all, almost 48 hours goes by. My deadline is shot, I will not be able to have my vehicle finished for a major show in my area. And spent over 6 hours on phone calls to PartsTrain. FYI, thats 12.5% of the time on the phone trying to verify that parts would be shipped, argue about why they haven't been shipped, decide options to fix the shipping, and finally canceling the order. Keep in mind, I also have work and sleep in there too. So of the hours I was awake and had knowledge of this issue (less than 9.5 hours total) I spent 6 on the phone. Thats approaching 65%. Thats insane and completely unacceptable. The time spent and money that would've been saved had the order remained as well as the show being missed is not kosher with me in the least. I WILL BE telling others. And WILL BE making sure I do not do business with PT or any of their other associated retailers again.