First Place Parts customer service

salmonbum · Dec 9, 2013

I placed an Order on NOV 30. I got an invoice email it was shipped on DEC 3 for 2 day with an expected delivery of DEC 5. Checking the USPS website, the package was last scanned DEC 5 at 12:13 AM in Phoenix, still showing a delivery of DEC 5 IN MICHIGAN!!. I have called 1st Place Parts about a dozen times since DEC 6, with no answer and full voicemail box.

Here it is the 9th and the USPS website still shows last scan on DEC 5 at 12:13 AM in Phoenix with no other tracking information. USPS did answer the phone, but only told me what the tracking info did.

First Place, If your reading this, My Invoice # is 72701. Please email me at fishon1066@hotmail.com so someone can tell me what the hell is going on!

Pgritton · Dec 9, 2013

I ordered a MF jacket on black friday and as part of the deal a free set of gloves were included. I received a call explaining that FPP were out of the style of glove I chose in my size. I chose another option. I received the jacket with no gloves to be found. No separate shipping information. As of today, Monday 12-09 I have not received the gloves so in an effort to find out whats going on I've tried multiple phone calls getting the message that box is full, please try again another time, a busy signal and multiple automated transfers. Zero luck getting a live person on the phone. Not able to even leave a recorded voice message.

Sent an email and will wait to see if and how long it takes to get a response. Calling on the phone multiple times was an absolute wast of time!

jman94 · Dec 9, 2013

Seems like they may have gotten overwhelmed with the BF rush. I finally got in contact with the owner via PM'ing on snowest. After that I got all 3 emails that I sent returned and finally got the info I was looking for.... Looks like you have to talk to the owner to get anything done...

Pgritton · Dec 9, 2013

No response as of now

Sent an email about noon, no response, tried calling 5:00PM, no answer, both the sales and service extensions says mail box full try back later... Hmmm?

jman94 · Dec 9, 2013

Same issue here... Try PM'ing The user Firstplaceparts. That's what actually got me a response

FirstPlaceParts · Dec 9, 2013

Orders

This may ramble on a little, I’m typing this as I see issues within the thread:
The best way to get a response this time of year is an email, we have had customers that emailed us and if we don’t respond within a few hours they are pissed off. Except a rare occasion we will get back to you within one business day.

The phone issue, we have 5 phone lines and almost all of the time they are all busy. I will admit that today I made the decision to not answer phones so we can process the orders we have. I would rather fill the orders and get caught up than take more orders over the phone and never get caught up. So hopefully some of the backlog for you guys will be taken care of.
For all the customers that said they have had good service from us, Thank You. We try to do our best and have added staff every year but every year we get caught off guard.

BlownMotor Quote: “With that said, backorders are something dealt with throughout the season, some our fault and most not.”
They are correct, most backorders come from the manufacturers end and there is not much we can do about it. We pre-season more product than anyone else in the industry but when the manufactures say it will arrive on a certain date we rely on that so we put it on the website, when it does not sites like BlownMotor and Firstplaceparts are literally screwed, because it is our site on the line and not the manufactures.

**One example, not going to mention names, we were guaranteed a new beacon this year and from what we are hearing is that in may be January if at all this year. We were originally told we would have it by now.

I'm adding this after I posted this reply: we ordered a set number of a new boots from a manufacturer, we got half of what we ordered and may not get the rest until late January if at all this year. Just one example of FirstPlaceParts trying to stock an item but to later only getting half of what we ordered. Keep in mind this was a pre-season order so you would think you would get everything your ordered. I know some of the manufactures will read this so I would like to give them some credit. They cannot totally control the factories, shipping, or customes into the US so we cannot totally blame them either. It is a vicious cycle for all of us involved and sorry you are the ones most impaced when you want your product and need to go riding.

DvsDoo: I totally understand you frustration and the need to vent when things do not go as planned. We’ve added more people every year and tried to streamline our process but there is always a couple of weeks every year that just sneaks up on us. I understand you frustration with the backordered items, my wife literally HOUNDS the manufactures on a daily basis to see their inventory status and updates the site to reflect this status. We do stock more product than anyone else but some of the products are not even in the US yet. Again we hear one date and then this will be changed multiple times and that makes us look bad.

Salmonbum: Check the tracking info again, if we shipped it and USPS is screwing it up what am I to do but ship it again.

Pgritton: Yes we sold everything we had and everything MotorFist had. More of the Black gloves were found very late into the sale so if you want me to check on the status send me a pm and I’ll look into it. The MotorFist sale was much larger than we or MotorFist ever imagined so there were a few problems. MotorFist even brought inventory down from Canada to fill orders.

[FONT=&quot]**And yes if you have issues I am more than happy to respond to your PM’s. As the thread says, I’m the owner so I can usually get an answer for you, please give me a good day to get back to you but I will get back to you.[/FONT]<!--[if gte mso 9]><xml> <w:WordDocument> <w:View>Normal</w:View> <w:Zoom>0</w:Zoom> <w:TrackMoves/> <w:TrackFormatting/> <w

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srt20 · Dec 9, 2013

Thanks for posting and clearing some things up.

Having said that, I am a little pissed off at motorfist. Hopefully they get some stompers ready so I can use them fishing this summer.....

Maybe I will just change my order and get some HMK boots instead.

judger101 · Dec 9, 2013

it is nice to see responses from the businesses on threads like this, I know I always appreciate that.

Bocephus · Dec 9, 2013

i have always had good luck with FPP, and i usually call. there alway seems to be a nice gal that answers and gets things taken care of. i have gotten a few quotes via PM on this site and they were address in a very timely matter as well. maybe not in 2 hours..........but always within a couple days.

thumbs up guys/gals. keep up the good service!
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salmonbum · Dec 10, 2013

FirstPlaceParts said:
Salmonbum: Check the tracking info again, if we shipped it and USPS is screwing it up what am I to do but ship it again.

[FONT=&quot]**And yes if you have issues I am more than happy to respond to your PM’s. As the thread says, I’m the owner so I can usually get an answer for you, please give me a good day to get back to you but I will get back to you.[/FONT]

FPP: You have a PM from me....... Please respond.... I'd love to give you a day to respond, but since its taking this long to get a response I don't have a day to figure out a solution.

Pgritton · Dec 10, 2013

I was informed in my conversation with a lady (from FPP who called me) directly after I ordered the jacket and gloves, that the color of gloves in my size(black XL) were out of stock. She said the alternative color was in stock (red) and if red was ok they would ship out right away. I agreed.

Made contact around 5:30 PM last night via a third phone number I found for FPP. Fellow I talked with told me that all the Motorfist Superior gloves were out of stock until at least next week.

Kinda surprised to hear that a business chose to not answer phone calls nor emails all day with no warning. I totally understand the swamped with orders thing, been there done that. I would suggest that in the future, you announce that due to a situation beyond your control, you won't be answering calls etc, and then when you will be. I suggest you put this on your Facebook, email it, place on your phone recordings, etc. When I called each time during the day, I went to a recording that said the mailbox was full and to try again later which I did with the same result. Had I gotten a message stating you were essentially closed for Monday, I would have waited until today and tried.

I mention these things not to criticize but to give you feedback and suggestions to improve your business.

Knowing that you weren't taking calls/orders yesterday, in advance, would have meant a huge difference to me. I used a lot of valuable time trying to make phone contact and searching for different phone numbers. I really think letting folks know in advance would make a huge difference and almost all folks would understand.

I know how frustrating it is to have customers order something and the suppliers to not have it in stock.

Thanks for responding by the way.

MotorFist · Dec 10, 2013

Both First Place Parts and Blown Motor have received delays from us.

FROM US. Not them.

The Stompers were late because of us receiving them. That is a fact. Throw your stones at us on the Stomper delivery. We are sorry to you guys. Especially when the snow is falling and the riding is to be had! We feel your pain. Nothing worse then for us to hear you will buy another brand instead of the boot the changed the game for what a sled boot should look like and function like…..But sometimes &hit happens and we get it on our face. We will man up and press on.

Also, just a word on the customer service. I think Blown Motor and First Place Parts are trying hard as basically the busiest time of year is upon them. Everyone is scrambling. Motorfist makes mistakes with customer service but by dern we are right here for you guys to find us if needs be. I think both Blown Motor and First place Parts being on here shows that. Especially, when they are in their busiest season.

anyways….I think some of the best folks are in this industry. For the most part people want o hang and work together on the hill. I know some of you guys are frustrated. If I can help send me a PM. Maybe i can do something to help.

Till then…..I wish you all 20.75% more snow where you ride!

wks · Dec 10, 2013

Wife tried ordering some items from First Place Parts the past several days for Christmas gifts and has had nothing but a hard time with them. She ordered online and saw the charge on her pending transactions list for her bank account. Then, went back to the site a few days later and to check on the order and it was still pending. Checked bank account and charge was no longer there. Tried calling FPP and nobody would answer the phone. Tried emailing, no response. Then today when she tried calling all she got was a busy signal. I've never dealt with this company and wanted to try them out as I see a strong presence on this site, but it looks like they've lost business from my family. Very unfortunate.

srt20 · Dec 10, 2013

MFguy said:
Both First Place Parts and Blown Motor have received delays from us.

FROM US. Not them.

The Stompers were late because of us receiving them. That is a fact. Throw your stones at us on the Stomper delivery. We are sorry to you guys. Especially when the snow is falling and the riding is to be had! We feel your pain. Nothing worse then for us to hear you will buy another brand instead of the boot the changed the game for what a sled boot should look like and function like…..But sometimes &hit happens and we get it on our face. We will man up and press on.

Also, just a word on the customer service. I think Blown Motor and First Place Parts are trying hard as basically the busiest time of year is upon them. Everyone is scrambling. Motorfist makes mistakes with customer service but by dern we are right here for you guys to find us if needs be. I think both Blown Motor and First place Parts being on here shows that. Especially, when they are in their busiest season.

anyways….I think some of the best folks are in this industry. For the most part people want o hang and work together on the hill. I know some of you guys are frustrated. If I can help send me a PM. Maybe i can do something to help.

Till then…..I wish you all 20.75% more snow where you ride!

Ok, sh!t happens. But when can we expect some boots? Please no BS, if you don't know, or it's going to be March, so be it. Just give us a heads up. Thanks.

salmonbum · Dec 10, 2013

I have hade contact with FPP VIA pm here and they are working to fix my order. Thank you much

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wks · Dec 10, 2013

Same here. Thanks for contacting me FPP.

MotorFist · Dec 10, 2013

srt20 said:
Ok, sh!t happens. But when can we expect some boots? Please no BS, if you don't know, or it's going to be March, so be it. Just give us a heads up. Thanks.

Some boots are delivering to dealers as we speak.

Another bunch will be here sometime between Christmas day and January 15th.

....so unless God decides to have the UPS truck tip over or something, that's what is happening.
Again sorry for the delay folks. All we can do is do our best. srt20...pm me and let me know who you ordered from if you would.

Franzchise · Dec 11, 2013

I've had the same problems trying to reach them, no phone calls being answered..... I made a larger order last night and I'm not even sure if it went through, do they usually send email notifications? I know it seems impatient but I needed here by Monday and did Priority shipping, so as long as they get it out by today, I will be fine, just never had so much difficulty contacting a company before.

Trailsweeper · Dec 11, 2013

What I don't understand is why a vendor would not ship a partial order of stuff they DO have on hand, Instead you are going to wait until mid January when the back ordered stuff shows up to ship.

Two different vendors one on here FPP and another that is not, were going to do this.

I finally just cancelled the backordered stuff and they are now shipping the stuff they do have.

Surprise surprise, Doorbell rang holy **** both orders are here.

Both shipped yesterday - 1 day delivery Thumbs up to you.

trackvs2wheels · Dec 11, 2013

Ordered some boots for my father...overall good experince here! Nothing to complain about

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