placed an order over 2 weeks ago. website still shows it as processing. I have been calling for the last 10 days with no answer. Left messages, no reply. very shady company. Just wanted to pass that on so someone else doesn't have to go through it.
Not really shady, just really really really bad customer service. They're there... just a few garage monkeys, hammering out parts and projects. They build good parts. They just dont have any clue how to do good customer service... never have. But you'll eventually get your stuff. As for reaching them by phone... just play the lottery. You have better chances. Over the years, I've done business with them a number of times. Other than the crappy service and slow ship, I've always gotten what I ordered. And because of their issues, I do often go elsewhere when I need that type of stuff. /2 cents
Even though they have a fancy online catalog it's possible that on some parts at least they don't actually make the part until they get the order. Had that happen with Maas (sp) out of Dallas in the 70's when I ordered a drag link kit and steering arm from them. Only one guy in the shop made those parts and he was on a month long vacation.
I have been buying parts from them for about 10-years. I am not talking one or two parts, but probably over $10,000.00 in parts. Not one problem, ever. Yes, they are a small shop. Yes, many parts are made-to-order. They are not SummitRacing.com. Don't expect a working shop to give you that level of service.
In my opinion thats no way to run a business. If you cant do customer service, then you have to business being in a business that deals with customers. I've never ordered from them before, only reason I did this time is the guy is on a budget and work slowed down a little in the shop so I took on the project. Now my shop is backed up while I wait on parts and I'm losing money every day they don't show up. Its too bad for them, I do quite a bit of volume (over 10k to summit just last month), so had they cared about anything, I would have continued to do business with them (as long as the parts are quality). at this point the parts could have been put on a boat from china and made it to my door from halfway around the world while there still "processing" my order....plus I have a customer now calling everyday wondering when his car will be done since it was suppose to be done 2 days ago. I have big money making projects that are scheduled to be here and I don't have the room for them. another lesson learned I guess, I'll stick with summit from now on since the little guy can't deliver.
Yep... with one caveat. Don't pretend to be Summit Racing, then not follow through. If you're a made-to-order shop, be REALLY REALLY clear about that up front. In 2017, most consumers have been gilded by Amazon 2-day shipping, and so expect it out of everyone who can slap together a web site. I've heard the OP's complaint about Thorbeck Brothers many times over the years (and I've spent easily as much as you with them)... but I knew going in what I was dealing with because I knew what was behind the curtain, so my expectations were set. If a buyer knows going in what to expect, getting made at not being able to reach them after 10 days of phone calls doesn't usually happen. /2 cents
But it's unlikely Summit (or any other big box) sells what brought you to Thorbeck in the first place... right?
all I ordered was a complete air bag kit, some universal brakets, and a universal 4 link. I only ordered from them because of their price (customer on a budget), and I was told they had quality parts.
They do. And you're in charge of your shop's workflow. Either get the budget build out of the way, get your Summit order in and when the Thorbeck Bros order comes in, put them on the shelf for the next project, or let the job hold you up.
The parts are indeed rock-solid. They are a small operation, and cannot keep a giant stock on-hand. That ties up large quantities of business capital, not to mention space, which also cost. Their company motto is, and has been: "This ain't no damn corporation."
What does the company in question make? Year and years ago I had Wilson welding make me a speed demond quick change., it took a bit of time but it was so worth the wait. d-rock i feel your pain I'm a self employed carpenter and when the material doesnt come on time things get ffd up quick.
I realize i'm in charge of my shops workflow. but I don't have the space or insurance coverage to have multiple cars in my shop. everything is on hold till parts show up. like I said, if I would have known or they were upfront about shipping times (or at least got back to me when I first started calling) I could have scheduled accordingly. I'm not ordering from china, but the parts would have gotten here quicker from them....and they at least have marginal customer service. I can't order from the small guy shop if I cant depend on them to deliver in a timely manner, I would go out of business myself.
I completely agree! They should be up front with customers. Being honest IS good customer service. I used to make specialty parts for all sorts of businesses. I was so backlogged that I would tell customers if I was doing larger builds that I would be about 6months out. Surprisingly enough, people still waited and it worked out for everyone. I never made false promises. My guess is having a disclaimer that said Thorbeck is not lightning quick and may take time but the product is superior would help them immensely from a customer service standpoint. Even letting people know they are a small shop can be beneficial. Sent from my iPhone using The H.A.M.B. mobile app
summit has 4 stores.....Tallmadge Ohio, Sparks Nevada, McDonough GA, and Arlington Texas. Which one of those is located in China?
Wow, do I really need to type this out? Okay: Thorbros: USA made products (at least the ones they make). Summit: Doesn't make anything. The bulk of what they sell is made in China. Now do you get it? Why and how do you think their prices are so low?
In the same post you just said that thorbros doesn't make all their products in the US, and in the same exact post said that summit racing doesn't get all their product from China. So both are US based companies, both sell some stuff made in USA, and some stuff made overseas. but only Summit is the china based company?
Cheap,fast and better be high quality ! I don't ever want this customer !!! This is a custom built car hobby. Not Wall Mart. Anything worthwhile and different than O.E.M cars is made a few or one at a time by guys who are not mass producing anything and don't have a constant flow of the same product to get a consistent time and cost schedule. Most hotrod parts builders are in the HOBBY just like the rest of us. Does anyone know for sure what their car is actually going to cost and how long it will really take to finish ? If they do it will be a very mediocre cookie cutter build. If that's what you are building, Only buy parts from the big companies that sell thousands of parts that fit many different cars and get their products from other manufacturers that make anything brought to them and don't have a clue what the HOBBY is about. Leave the small guy alone and don't ruin his reputation and run him out of business where the rest of us can only buy quick generic parts.
I have ordered from Thorbros with no problems, I even used them when they were SuicideDoors.com Never had any issues with not getting the parts I ordered. In fact I think the whole kit I used on my ElCamino came from them. Good Luck.
You both fail to listen to what the OP was saying. Not once was anyone bashing them. All I anyone come lain about is not being up front about turnaround and the suggestion that they did turn product out without delay. Geez, you're missing the point. Sent from my iPhone using The H.A.M.B. mobile app
i ordered off the shelf generic parts. not any kind of custom parts. again, i don't mind the wait, as long as there is communication. over 2 weeks and I haven't heard anything from this company, despite calling at least 4 times EVERY SINGLE DAY. I've built enough cars that yes, I can get really close to cost and a timeline for a project. I'm a small shop myself, and if I handled customers the way I'm being treated by thorbros I would be out of business. The reason I stay in business is customer satisfaction and referrals. I go out of my way to make sure the customer is happy and understands everything were doing. But I guess thats not the way businesses are run anymore, its just about getting paid nowadays.
By the sounds of it he ordered online and if so and he needed the parts ASAP then he should have CALLED BEFORE he ordered to ensure they had them in stock. Then if no one answers you don't order. The assumption, that too many people have these days, that everything ordered online will/should arrive 2 days after ordered is a false reality. His only real legitimate beef is he hasn't been able to get a hold of them since and that is unacceptable.
Customers DO share responsibility when purchasing products. No question about it. The business should be stand up enough to make this known however. If they don't then that is a justified complaint and a well deserved one. They absolutely do NOT get a free pass for quality if they are missing the honesty piece. I would not buy from a company that has poor customer service because that is integral in a business. I'll bow out of the thread and let this one go. To me, though, there is definitely fault in the company's failure to communicate/deliver. Plain and simple. Sent from my iPhone using The H.A.M.B. mobile app
Small shops are ran by one or two guys that are generally gifted in design and fabrication skills. Many do not have great people or communications skills. Sometimes one or more are in the hospital or are dealing with something similar.There may be a legitimate reason that they have not responded .The poster put out a bad advertisement for them before he has found out. In our hobby most of us realize this and are happy to get excellent one off parts that you can't get from the big guys that only steal ideas from guys like these, cheaply copy and produce them and hire some low paid employees to answer the phone 24/7 . I buy as little from these as I can.
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