Tim
Great Product, Poor Inventory Management & Communication
I placed my order for the TOM'S TMS-17801-TSR35 air filter on July 14 because your website showed the item as in stock. After my order was placed, I was notified that the filter was actually out of stock with an estimated lead time of 2–3 weeks. I understand that inventory discrepancies can happen, and I appreciated the $5 refund toward the $15 shipping charge as a goodwill gesture. However, I was later advised that the filter would ship by the end of the following week. That date came and went without any shipping confirmation or communication. After waiting beyond the promised ship date, I had to send a follow-up email just to find out the status of my order. Shortly after sending that email, I received an email stating that my order had shipped along with a tracking number. While I appreciate that the order was ultimately processed, I should not have had to initiate another follow-up before it was shipped. The filter was delivered on Monday, August 4, and it arrived in excellent condition. The product itself is exactly what I expected and I have no complaints about its quality. My one-star rating reflects the ordering experience, not the product. Accurate inventory information and proactive communication are important, especially for customers purchasing specialty performance parts. Had the website accurately reflected the item's availability or had I received timely updates without having to repeatedly follow up, my experience would have been significantly better.