UUC Feedback

[RobertK]

I purchased 3 blemished shift knobs from you guys months ago. You sent 2 and a note that one was "backordered." I posted this same complaint in a Bf.c thread asking about my $15 refund.

Nothing.. Not a PM or even an acknowledgment of my complaint. Emails = no response.

Not that $15 is breaking my back but knowing that there will not be another blemished shift knob in inventory you should have sent me a refund for $15 instead of a automated response on the packing slip.

[Bearmw]

My big brake kit was a loooong time in arriving but other items have been promptly shipped with no issues and the quality is good.

[Rob@UUC]

I purchased 3 blemished shift knobs from you guys months ago. You sent 2 and a note that one was "backordered." I posted this same complaint in a Bf.c thread asking about my $15 refund.

Nothing.. Not a PM or even an acknowledgment of my complaint. Emails = no response.

Not that $15 is breaking my back but knowing that there will not be another blemished shift knob in inventory you should have sent me a refund for $15 instead of a automated response on the packing slip.

Posting on a message board should not be considered a viable way of contacting us. We maintain phone lines and email for that! If you do not get a reply to email, assume it was not received. I reply to 100% of emails that are actually received.

Are you sure you were charged for the knob that couldn't be shipped? If you were, I would be glad to offer you a full refund (and maybe even a surprise), along with my sincere apologies. The blem knob sell-off sort of exploded and orders got placed in excess of actual quantity on hand.

We're available Monday-Friday, 9am-6pm EST. I look forward to your call!

[RobertC]

Thought I might say a few things here, certainly a mixed review.

I love UUC products, but I will be honest there has been shipping delays in the past that have caused some inconveniences with having to reschedule customers several times.

I have also gotten the UPS run around as well. I was once given a UPS tracking number so it looked as if it shipped that day and then never did. They had some issues with a component of the SSK. My disappointment was the fact they made it look like it was going to ship when it was impossible to ship what they did not have. I went through this twice before I got ahold of Rob who did explain what had happened and apologized, I thank him for that. This was my first experience with UUC, first impressions are the ones that last, and it has had a lasting impression.

I had some questions about the SSK I installed and Rob was again very helpful, but at the same time I had to reschedule the client 2-3 times due to shipping the above mentioned shipping delays.

Then there was a shipping delay on a sway bar kit I had ordered and again had to delay and reschedule the customer. Again I got the same UPS ship notification the same day, again I did not receive until almost a month later.

Now I call my orders in personally and will not order anything unless its confirmed in stock and ready to go.

I will say this, Rob has been very helpful to me. My last sway bar order the hardware was mispacked with some parts missing, he sent me a new hardware kit overnight and that is great, thank you again. But at the same time it was still a delay for the customer and yet another small disappointment.
Again it was handled but again at the inconvenience of the customer.

I have also heard from several other customers experiencing similar shipping issues.

Bottom Line, UUC has some kick ass awesome products at very fair pricing. I personally think their sway bar kit for the E30 is simply the best on the market and have installed about 4-5 in the last couple years.

Shipping seems to be the biggest issue, and while not the end of the world, it is a little different when your a shop and having to explain to your client why your supplier is having issues getting the product you just sold them.

In the end its worth the wait, but the wait is simply avoidable. I have yet to have a 'perfect' transaction with them. Either shipping or missing parts.

Best solution, call directly and talk to Rob, make sure its in stock and there should not be any problems.

A big thanks to Rob, you have been very helpful and I have enjoyed talking to you many times. I certainly hope to do more business with UUC in the future, but I will admit, I can be hesitant due to fear of again running into a shipping delay and having to explain yet again to yet another customer why my vendor is having supply/shipping issues.

Sorry Rob, didn't mean to throw all this out there, but I think since its been brought to light, I would say my fair part.

Again, great products and Rob provides great customer service. Supply and shipping seems to be the area that needs the most improvement at UUC. To be fair and honest, from my understanding they have been working on logistics on the supply and shipping side and have more products stocked and boxed on shelves ready for immediate shipment.

I run a successful E30 Only shop, I should be selling UUC products like hot cakes, but I can't for fear of more shipping delays and more customer reschedules and inconvenience.

I have also honestly never encountered these issues with any of my other vendors.

Peace/

[RobertK]

Posting on a message board should not be considered a viable way of contacting us. We maintain phone lines and email for that! If you do not get a reply to email, assume it was not received. I reply to 100% of emails that are actually received.

Are you sure you were charged for the knob that couldn't be shipped? If you were, I would be glad to offer you a full refund (and maybe even a surprise), along with my sincere apologies. The blem knob sell-off sort of exploded and orders got placed in excess of actual quantity on hand.

We're available Monday-Friday, 9am-6pm EST. I look forward to your call!

I was charged for the full amount but I replied to what I thought was the correct address in the email I got from UUC when I placed the order.

Since Halston holds you guys in high regard I have no problems giving you guys the benefit of the doubt.

[maniacmatt]

UPDATE FOR MATT:

Confirmed, you package WAS shipped on the 19th, exactly as you were told. You have the UPS tracking number in your confirmation email.

UPS International (which you can call yourself, 1-800-782-7892) confirms that this is not unusual, that packages going to Canada may not show any movement in their system, even though it is in transit.

Additionally, the delivery due date of 10/26 must be reached before they would be able to investigate further.

If you do not receive the package by tomorrow, please let us know and we will be glad to contact UPS on your behalf. Alternately, UPS allows the recipient to call directly (see number above) if you prefer.

Thanks Rob, I appreciate you looking into that for me. To clarify exactly what I was told when I phoned 10/19. Your employee, whose name I did not get told me "UPS has your order, you should recieve it in the next two days". That to me implied that the order was already shipped. I was never told specifically that it would ship that day.

I am also still extremely disappointed by the 5 week back order that I was never informed of. It is also very disappointing that this hasn't been addressed by you in any of your posts or e-mails. A simple explanation and apology go a long way in the world of customer service. I recieved neither.

Just to give you a comparison I ordered a Miller MAF and m20 airbox adapter on saturday. My order was confirmed at 11:42am, at 11:48 I recieved an e-mail from Brody at Miller informing me that they had just sold the last adapter but that more were on order and he would ship the rest of my order on Monday and the adapter would ship as soon as they were in stock. 6 Minutes! That is the kind of customer service I can appreciate.

I also wish some of the people who have posted their experiences after this thread was revived would have done so earlier. All the rip-offs and shady transactions by forum members I have read about lately really emphasize to me the importance of posting your experience good or bad to keep community members and vendors who profit from the community honest. I definately would have ordered differently if I had that knowledge before ordering.

[hotballs]

Well that infamous black Friday sale is coming up again and that's what started this whole thing.

Call first to see if it's in stock. You may save $200-$400 or even more depending on what you get but you might not see it for another 5 months. If it's a "I'm not sure when it's going to back in stock," sort of deal, then expect the worst.

And if it's not in stock, but "should be in a couple weeks," also...forget it.

[Rob@UUC]

Well that infamous black Friday sale is coming up again and that's what started this whole thing.

Call first to see if it's in stock. You may save $200-$400 or even more depending on what you get but you might not see it for another 5 months. If it's a "I'm not sure when it's going to back in stock," sort of deal, then expect the worst.

And if it's not in stock, but "should be in a couple weeks," also...forget it.

Prepare to be shocked. That's all I need to say.

[catuned]

I have bought a ton of stuff from UUC with no problems ever. As a business owner as well things come up from time to time that are out of anyones hands. It's called life. You have to understand others. We live in this fast life style where everything has to be here today or yesterday! But that's not how it works. :)

Happy Holidays E1!

[Massimo]

I have not dealt with UUC yet but am hoping to buy there swaybar kit in the near future. Anyways I just wanted to chime in on shipping.

I recently bought some stuff from Blunt it shipped on the 24/10/11 that same day the tracking number from USPS said

Processed through USPS Sort Facility, October 24, 2011, 10:26 pm, SAINT PAUL, MN 55121

Exactly 4 weeks and some fustration later the package finally got to me, if I put that number into USPS tracking system it still says it is at their sorting facility.

So I just wanted to point out that you should not always believe exactly what the tracking system says sometimes it can be very wrong. Just to clarify non of this was blunttechs fault they were very helpful and great to deal with.

[andyman2487]

UUC really disappointed me the first and only time I ordered from them, so much so that I'll never order anything direct from them ever again. They make a good product, but if you want to buy something UUC branded just get it from turner.

A little story: I ordered a clutch stop and clutch arm bushings off of UUC's website a few months ago. A couple days later I find out that one of the items I wanted was not in stock and wouldn't be for a couple weeks. I was doing some work on the E30 so I wanted the parts ASAP. No worries, I thought, I'll just cancel the order and get it all from turner instead as they had it in stock. I call UUC to cancel the order. I ask the lady multiple times, "So my order is cancelled, right?" "Right." Fast forward about a month (waaay after I got the stuff from turner) and I get an email from UUC stating that my order has shipped. I immediately call up UUC (like, within minutes of receiving the email) and get ahold of Rob who tries to find the customer service lady. She wasn't around so he left her a note. I really tried to convey the urgency that the damn package was still in their warehouse. If they grab the package before it is picked up by UPS, they could just refund me without me having to send it back on their dime, wasting my time, saving the environment, etc. I never get a call from the lady. I call back a day or two later and get Rob again : "Yeah she's on vacation." I say "Well can't you do anything about this? It was clearly your company's mistake. Is there anyone in the place that can do this other than the customer service lady?" He says no and proceeds to laugh at me over my frustration that only one person in his presumably multi-million dollar a year business could process a return.

I never pursued anything after that point because, hell, it was only $45 bucks. Not worth any more of my time. Most of you will probably give me shit for writing this long rant about a stupid $45 order, but it's the point of the whole thing. Getting laughed at by some douche because his company's customer service system/staff sucks nutsack deserves scorn in my book.


Cliffs: Buy UUC stuff from Turner or elsewhere.

[MR 325]

Massimo, the USPS online tracking system is horrible.

FedEx and UPS are almost always up to date and accurate though.

[ACHTUNG]

I'm another dissatisfied customer. I rarely bitch but I'm going to in this case since I feel like there were grave customer service issues. Here's my story:

9/30/11 Ordered E30 BBK after calling and speaking to Rob about the BBK and wheel fitment. Website did not show any back order and Rob never mentioned it on the phone. I bought them online.

10/01/11 Credit Card was charged.

10/12/11 Received email that item was shipped and a UPS tracking was in the email.

~10/21/11 I started to wonder where they were since shipping from GA should only be 3-5 days to NH. Tracked the shipment and to my surprise UPS stated the label was created but package had not shipped yet. Called UUC and spoke to a woman in shipping. She said the rotor manf sent the wrong rotors and they were waiting for them. Should come in a few days.

10/28/11 Still not shipped Called Rob. He said they were still waiting for the rotors.

11/9/11 Called again spoke to Rob. Still not shipped. Let him know I missed 2 events since I have no brakes. He said, "thank you for your patience."

11/23/11 (today) BBK arrived.

The issues that I have the hardest time with are:

1. No mention of the rotor back order on the their website or when I spoke to Rob at the time of sale.

2. The email with a UPS tracking number stating the package was shipped but it had not. Deceiving email.

3. The total lack of communication to the buyer letting them know the status of the back order and delivery. I had to contact them multiple times to find out what was going on with my (~$900) order.

4. The fact they kept saying the rotors would be in "within a few days" when this was not the case.

5. Charging my card well before the item was even close to being shipped.


Rob obviously has great technical knowledge and has great products. He has a long way to go regarding his customer service.

[MR 325]

Almost 2 months to deliver something that is NOT listed as out of stock is pretty ridiculous.

Thankfully I got my UUC BBK through Guten Parts! (They ordered multiple sets and I know they took MUCH longer than expected to arrive at Guten as well).

[long tall eta]

"At GPS, we bend backwards for free. Bending forward is gonna' cost you extra."

Something like that?

blunt bends forward for free