British Customs = Bad Vendor

[FreStylMotoX01]

So I ordered a Remus Power Cone from Sean at British Customs on May 14th. I called to check and see if they had any in stock, they did, so I ordered it right then and there over the phone. I paid for it and they said that it would ship the following day and I would get my tracking number in an email, the next day I don’t get a tracking number, no big deal I figure that they are probably busy. I wait till the following Wednesday (the 21st) still no tracking number. I call and ask if they could look into it, they say they will call me back in 10 min, I wait two hours then call back and I get disconnected. I send an email asking what is going on with my order, I get a response that an email with my tracking number will be dispatched when the product ships…Now I’m irritated…when I ordered the pipe Sean said that he had the pipe in his hands and was sending it the next day, now they are implying that they haven’t shipped it yet. I call to find out what the hell is going on, again they tell me that they will look into it and call me back, same deal as last time except I only wait an hour to call them back, when I call back no one answers and I leave a message. No call back at all. Now It is 13 days since the order was supposed to have shipped, 5 days since they claimed they would look into it and I’m sitting here wondering where my overpriced slip-on is. I email them once again today and still no response.

This is bar none the WORST customer service I have ever received from an online vendor. They have a nice selection of products for a lot of different Triumphs so I was happy to give them a try, they were also the only place that carried the Remus pipe in the US or that I could find anyway. This situation is in my opinion totally unacceptable, I am fine with waiting for a product to arrive and I’ve waited longer than this for other things, but ***, the guy tells me he is holding it in his hands as I’m talking to him and sending it the next day it doesn’t take 2 weeks to ship from California to New Hampshire. If there is a back order for it fine, all I as the customer ask for is to let me know what is going on, it takes all of 5 minutes and they would have had a customer for as long as I have a Triumph. Now not only will I never buy from them again, but I will tell everyone I know about their terrible customer service!

As of this moment I still have no Idea what is going on with my order.

[SalsaShark]

I ordered a bunch of crap from them when I first got my S3. Not the most responsive bunch.

I guess I should be happy that my stuff showed up even late.

I definitely got the impression that it's an apartment operation with no actual inventory. Just order when you order.

Best of luck to you... I don't think I'll be a return customer.

[zam70]

I've ordered alot of stuff from British Customs, Sean especially, and they have always come through...a few bumps here and there but in the end, it all worked out.

The BEST way to get ahold of them is through their websites "contact" page.
That always worked best for me.

[Night Train]

I have had mixed experience with them. The first time that I ordered from British Customs, I actually visited their operation. It is fairly nice with a stockroom. Sean was a very nice guy and showed me around. In fact, his parents were there and they were nice people too.

It appears that while he does have some items in stock, most have to be ordered. At the time, I picked up some things and the rest were placed on order. Admittedly, it took a long time for the product to get to me. I would follow up and Sean would say that it is still on order. At the time, I was naive as to how long it takes for items to arrive from Germany. It would have been helpful if he explained that it can take a month or two due to customs, etc.

While that first experience was not so great (due to the delay in the delivery from Germany) I gave them a chance and ordered from them a few more times. Some times, things were shipped right away. Other times, it took a long time and there was no warning about how long it would take. I would follow up by e-mail with no response or delayed response. So, I have decided that I would cut back on ordering.

What bothers me the most is that you are charged for an item but it takes a long time (in some cases) for the product to make it to you. Also, I don't like that you are not informed of how long it will take for a product to make it to you.

I don't blame you for being pissed off. Your experience is simply not acceptable. Money is tight these days and businesses need to be happy that you are spending with them.

[FreStylMotoX01]

Well I just recieved a call from who i believe was the owner. He was nice and says that they were in the middle of switching their computer systems over and for some reason my order got mixed up. He said that the pipe wasn't in stock, I'm not sure why Sean said it was, he said it was in his hands, maybe it was for an 05-06 and not and 07. He said that he called the distributor and was having it overnighted to me, he was pretty sure it was to late to get it out today so it should go overnight tomorrow. So I will update this thread when/if I receive it.

[RampageS3]

Good luck, post pics up when you get it installed.

[Major Kong]

A good friend of mine with a Thruxton, purchased a set of rims from them. They advertised 17" rims. Gave him 18" rims and said they never advertised 17" rims. The next day the rims were off of the website. No customer support or willingness to buy the rims back, unless he paid a 20% restocking fee ($4000 rims).

There are too many on line vendors to put up with that type of service.

Zip

[welshrob]

This has been going on for a LONG time, so I think it`s safe to say these aren`t a couple of isolated incidents. Maybe someone from British Customs can respond to this thread?

[29138]

Waiting for my THIRD fender eliminator kit. Been waiting for this replacement kit for WELL over a month now. lol

Had the same problem last year when I first ordered a few items.

[Night Train]

Originally Posted by S3Junkie

Waiting for my THIRD fender eliminator kit. Been waiting for this replacement kit for WELL over a month now. lol

Had the same problem last year when I first ordered a few items.

Mad Doctor??