Evan J.
Horrible experience
I placed my order on March 21st (#1607741). It is now April 19th and I still have no shipping confirmation nor any updates on my order. I have called numerous times and sat on hold for sometimes up to one hour with no answer. I have sent several emails regarding updates and I have not received any response other than a generic reply stating my order would be shipped by the next week. That email was sent to me two weeks ago and I still have not got any updates. However, it further frustrates me that Tasca has time to go on websites like trustpilot and make excuses for lousy wait times rather than answer emails or phone calls. And it’s very annoying when I read reviews on trustpilot about other people having the same issues and being tended to before my emails are even answered. For compensation I asked for a refund on the ridiculous shipping cost I was given and received no response ($29 shipping for some paper gaskets and relatively short coolant lines; very lightweight order). I also asked for free overnight shipping which I didn’t think was an abnormal request for someone who has been waiting this long and still received no response. It is truly a shame I have to make reviews like this in order to get a response from this company. I will never order any parts from this lousy company again if this issue is not resolved very soon. It’s a shame there are this many other customers having the exact same issues. I understand that maybe the manufactures aren’t making parts as fast, but don’t advertise “Get Parts Fast!” all over your website. Be honest and show some transparency. I know for a fact my local dealership can get the parts by the end of the week, so why is this such an issue? There has been nothing fast about my experience nor have any attempts been made to fix my issue.
Response from Tasca PartsApr 19, 2021
Hello Evan, We appreciate your feedback, as we're always looking for ways to improve our business. We sincerely apologize that your experience did not meet your expectations or our standards. We strive for excellence in customer service and recognize we missed the mark in this particular case. You raised a few concerns that would certainly like to do our best to address. We are very much aware that our phone lines and email communications have been experiencing longer-than-usual wait times and we apologize profusely. Please refer to our site banner for more information regarding communication delays. Please also note, Our trust pilot reviews are monitored by our marketing department. This department is completely separate from the operations of our customer service department. In the event, that we receive a massive influx of orders ( like we experienced these past couple of weeks), our Marketing department will often help our customer service representatives by answering customer questions on social media/ responding to reviews, and doing everything in our power to help mitigate customer frustrations. Please also note that shipping/delivery time estimates are contingent upon the ordered part being currently in stock at our warehouse. If we do not have your ordered item currently in stock, selected shipping times will take effect once we have ordered and received the parts from the manufacturer. We've contacted our customer service manager to inquire about your shipping refund and the possibility of free shipping. We understand your frustrations and acknowledge the service provided on this particular order is not indicative of the service we strive to provide for our customers. We are working to implement systems better serve our customers as well as to provide more transparency during order processing. Again we appreciate your detailed review and hope to speak with you shortly regarding your shipping.