Post by 90GTVert on Aug 5, 2019 18:32:50 GMT -5
I placed my first order from www.hotstreetscooters.com on Monday July 22, 2019. I needed more 30mm exhaust gaskets for my 103cc two-stroke and they listed the NCY 0500-1011 gaskets in stock. I ordered 6. They did a good job of providing a fair shipping price of $3.28 instead of some elevated price that many places charge for even small items.
The order showed up on Thursday July 25th. The problem was that they sent me NCY 0500-1010 gaskets instead, which have a smaller ID and they can't be modified because of their thin metal ring. I sent an email Friday to let them know the issue.
I got an email and then a phone call on Monday July 29, 2019 from Matt of Hot Street Scooters. He said he was out of town the previous week and apologized, saying the person that was helping out is still learning parts. The only problem was that the gaskets were actually out of stock. Good news was that they were expected in stock at the supplier on Thursday August 1st, and he said he'd have to supplier send them directly to me and have them upgrade the shipping to Priority Mail. He also said he'd email me a return label soon to send the wrong gaskets back. Matt seemed to really make it right.
I got the return label in an email on Thursday August 1st, printed it out and sent the gaskets back on August 2nd in the original packaging.
Today, Monday August 5, 2019, I got the correct gaskets in the mail from his supplier. Not only that, but he sent an email to make sure that the gaskets got to me today.
So, it was the first time that I ever ordered there and they messed up my order... but I think a lot of times how a company deals with a problem can tell you more than how it all goes when an order is correct. It certainly would have been better to get it right the first time, but I felt that Matt was very fair and really kept track of the whole return process. I paid nothing other than the initial purchase price. No return shipping or re-stocking fees, which is how it should be IMO when a company sends the wrong thing. Excellent customer service dealing with the problem. I would shop there again.
The order showed up on Thursday July 25th. The problem was that they sent me NCY 0500-1010 gaskets instead, which have a smaller ID and they can't be modified because of their thin metal ring. I sent an email Friday to let them know the issue.
I got an email and then a phone call on Monday July 29, 2019 from Matt of Hot Street Scooters. He said he was out of town the previous week and apologized, saying the person that was helping out is still learning parts. The only problem was that the gaskets were actually out of stock. Good news was that they were expected in stock at the supplier on Thursday August 1st, and he said he'd have to supplier send them directly to me and have them upgrade the shipping to Priority Mail. He also said he'd email me a return label soon to send the wrong gaskets back. Matt seemed to really make it right.
I got the return label in an email on Thursday August 1st, printed it out and sent the gaskets back on August 2nd in the original packaging.
Today, Monday August 5, 2019, I got the correct gaskets in the mail from his supplier. Not only that, but he sent an email to make sure that the gaskets got to me today.
So, it was the first time that I ever ordered there and they messed up my order... but I think a lot of times how a company deals with a problem can tell you more than how it all goes when an order is correct. It certainly would have been better to get it right the first time, but I felt that Matt was very fair and really kept track of the whole return process. I paid nothing other than the initial purchase price. No return shipping or re-stocking fees, which is how it should be IMO when a company sends the wrong thing. Excellent customer service dealing with the problem. I would shop there again.
