Check on your order from Macs

[Darlene]

Gentlemen,
This is Darlene Waldmiller, Marketing Manager for MAC's Antique Auto Parts. I handle ecommerce (email and web) for MAC's and I am posting in place of our Vice President/owner, Randy McIntosh, who is out of office for a few days. First of all, let me apologize for any less than stellar customer service you may have received, as customer service is always a priority for MAC's. We are working very hard to make improvements in our shipping methods and response time on customer issues. We know we have some issues that we need to resolve to get orders out the door faster for everyone, but we still strive to provide an individual level of service, that at times, has caused unusually high delays. For instance, we contact customers individually on back orders to see if they WANT to back order the item, or not, because we know as car guys, you may prefer to search out the part you need right away for your restoration. We are investing more heavily in inventory, and even keep many "onesies" on hand that we don't even sell one of in a year, just in case we are the only place that has that one part left for a guy that really needs that part to complete his restoration. As a Lockport NY based company, our in-house customer service team strives to improve on their service every day, and we do take the time to react to issues. We are very thankful for our customers and appreciate forums like Ford Barn, where guys can talk and get help with their restoration questions. Please do not hesitate to contact me with company issues or website issues. I look forward to your feedback.

[Vergil]

Originally Posted by Darlene

Gentlemen,
This is Darlene Waldmiller, Marketing Manager for MAC's Antique Auto Parts. I handle ecommerce (email and web) for MAC's and I am posting in place of our Vice President/owner, Randy McIntosh, who is out of office for a few days. First of all, let me apologize for any less than stellar customer service you may have received, as customer service is always a priority for MAC's. We are working very hard to make improvements in our shipping methods and response time on customer issues. We know we have some issues that we need to resolve to get orders out the door faster for everyone, but we still strive to provide an individual level of service, that at times, has caused unusually high delays. For instance, we contact customers individually on back orders to see if they WANT to back order the item, or not, because we know as car guys, you may prefer to search out the part you need right away for your restoration. We are investing more heavily in inventory, and even keep many "onesies" on hand that we don't even sell one of in a year, just in case we are the only place that has that one part left for a guy that really needs that part to complete his restoration. As a Lockport NY based company, our in-house customer service team strives to improve on their service every day, and we do take the time to react to issues. We are very thankful for our customers and appreciate forums like Ford Barn, where guys can talk and get help with their restoration questions. Please do not hesitate to contact me with company issues or website issues. I look forward to your feedback.

Hi Darlene thanks for the post, you may want to stop in at the HAMB and post there also, http://www.jalopyjournal.com/forum/s...d.php?t=674380

[Mike51Merc]

Darlene:
Thanks for your response. I was one of the "late deliveries" a couple of weeks ago. You need to tell management that there are threads popping up on various message boards and people have definitely noticed the delays. Search here and on the HAMB for some other stories told by your customers.

[Hitchhiker]

Ordered the 10th. Shipped on the 20 won't arrive till the 27th......I'm just disappointed that it didn't ship as fast as other orders I have placed.....No big deal. I'll be ordering again.

[V12Bill]

I placed an order on 2/9 and called on 2/21 to inquire about delivery. The person that I spoke to checked and said the order was still at their location and would be UPS mailed that afternoon. Today 2/24 the UPS truck drove past my house without so much as a wave. Job Lot gets me an order by UPS the next day if I order in the AM, I get the delivery in 24 hours I haven't bought from Carpenter for some time, but when I restored my Cushman it was the same delivery schedule. Maybe they are having economy problems and won't be with us much longer.

[Deuce Man]

Sponsored Links (Register now to hide all advertisements)

You guys sure they are not outsourcing their shipping to China too!

[Fred A]

The point that some of the happy customers miss is that it is nothing noble about a vendor being able to do well with nearly all of their customers, but to know how to make it right when it is obvious that they have screwed up an order. Not happen to you? Well that's just Great! But for Mac's to sit there and lie to a customer when an occasional flaw in the system is found and send them as they did me to the dead zone (voice mail) where a response is not likely to happen in a timely manner and the customer is motivated to call a few times a day hopeing to get a truthful or even frank answer. Finally someone slips out the truth about a bungeled order and it all becomes clear that the staff misinformed the customer early on and the Mac's system would rather leave that customer wondering what's really up with those guys. Darlene from Mac's comes on the Barn and gives the issue a little lick and the chorus of supporters may as well have said that it never happens to them so.. What the problem with those that may not have been as well served? I Have seen what they really do with problems. They disrespect the customers as trouble makers and just bury their heads until the order is filled and that's the end of it. It is only fair that a potential customer know that an order can be held for reasons that are most convenient to the vendor but leaves that customer wondering what happened. Good Luck: Fred A

[V12Bill]

Placed an order on 2/8 and called on 2/21 to ask why my order has not been delivered. Clerk on phone said he found the order and that it had been held up because one item is on back order, but would send it out that day UPS. Got an e mail on 2/ 27 stating that the order has been shipped UPS and that delivery should be by 2/29. 3 weeks for delivery? I always got shipment within a week to 10 days in the past. Something is going wrong with Mac's and I may find someone else to by my China parts from.

[joe plumber]

I get parts from Speedway in a day or two at the very most .Been buying parts from them since the middle 60's.Can't complain .I've ordered elsewhere and Speedway is tough to beat ,jmho .

[Zaemo]

Originally Posted by Darlene

Gentlemen,
For instance, we contact customers individually on back orders to see if they WANT to back order the item, or not, because we know as car guys, you may prefer to search out the part you need right away for your restoration.

Darlene,
Thanks for posting. The above statement is not true. Your company just shipped me a pair of 1932 hood handles that were on back order. Meanwhile, I ordered them elsewhere to finish the project. When I called after receiving an email about it already being shipped, I was told to send them back (at my expense). So now I'm going to be out another $7 and trip time and gas that I could have saved if someone had actually contacted me before shipping a back ordered part.
Sincerely,
Chad