Hot Rods 1st experience with Bob Drake Automotive was less than pleasant.

I have worked in parts departments, dealerships and now in purchasing so I feel I can comment about my first transaction with at least a little knowledge. I ordered a shock kit for a stock chassis ford and it went down hill from there. The order was a debacle of damaged package (not their fault), missing parts, incomplete second order for missing parts and duplicate parts sent that I already had. I've sent pictures of what I had and also conversed via phone and e-mail several times and still I am short parts. They asked me to send it all back and they would start a claim with FedEx and start over with a new order. I said it's been 3 weeks and this job can't wait another week or 2 or 3 for you to get this right. I have 80% of the kit and they have 100% of the cost from me and I'm going to make it work. Unfortunately this had been an unpleasant 1st experience but one I thought was worth mentioning.

 

I was married to a gal once and it was not a pleasant experience, its not likely I will marry her again.

 

Tru Dat Porkbeaner!

 

If you are looking for 32 to 48 stuff try Joe's Antique Auto 1-800-508 3980. Gets it right every time fast and friendly!

 

Thanks for the tip!

 

"Back Order" Bob

 

Not a good handle if your running a business?!

 

That stinks that you had a bad experience. I've been there, and I know how frustrating it is. Just remember, that one experience does not necessarily mean that you will have bad transactions in the future. Over the last 25 years, I've bought quite a bit of stuff from Drake. If I ever had a crappy experience I don't remember it. I certainly do appreciate the investment and dedication that Bob has put into our hobby / industry.
I'm sure this will turn into a bashing thread in about 10 seconds, so I just wanted to share my positive thoughts on them. What if we didn't have companies like Drake reproducing these parts ? It would take a lot longer to build a car, and there would be a lot fewer of them on the road.
They're not perfect. None of us are. I hope your future dealings with them go smoother, it seems we usually only hear about the BAD dealings people have, and not too many bother to post the positive transactions. They should all be positive experiences, but we're only human. By the way, I am in no way affiliated with Bob Drake Just bought a part or two here and there since the '80's.
Also, Bob is a member here. I don't know how active he is, if at all, but you might send him a message on here to tell him about it.

 

Sorry to hear of your unfortunate luck with them. I've ordered a lot of parts for many years and never had any trouble. I hope you give them an opportunity to help you again. I feel this isn't at all normal for them.

 

A voice of reason.

 

First time customer means they just lost a customer Business Management 101. This is not to bad mouth bob drake it is just a fact of life, you can drop the ball with someone that you have built trust with but a first time customer only has this to go by, "Fool me once shame on me, fool me twice . . ."

 

I'm sure many have had positive experiences which is why they are still in business. I also agree that not many..my self included, will put pen to paper or today it's fingers to keyboard and share good experiences, I should do that more often. In todays world this (internet) is our most read outlet for customer relations good and bad. I've had many dealing with customers and I've been a customer so I can relate. I never spoke with Bob and no one ever offered to let me, I'm sure it would have been handled differently. So, if you have a good experience somewhere tell people.....lesson for today.

 

rolls back to store management - if person on end of keyboard or, phone does not show every customer the proper attention, etc it is due to poor management - someone at the end of the day, no matter how busy, needs to review all sales, shipping, etc to make sure that the business is doing what it offers to the public.

 

^^^^^ Bingo!!!

 

Agreed.

 

I've found its better to buy from dealers that sell Drake parts. Sometimes the price is better and they usually tell you its not available if it is on back order. I'm constantly getting email from Drake for monthly sales. None of the stuff I need is ever in stock.
Dave

 

Well I will chime in. I have been buying stuff from Drake for years. I have had good and bad experiences. Most of the time the stuff arrives in good shape. Early on I tried to see if I could somehow get a personal note to Bob about a complaint, without success. He never has responded in person. The staff seems to have their orders on how to deal with unhappy people and they stick to them.

Since it appears they have little loyalty or appreciation for return customers I had to come to the conclusion that they are not the only dealer out there. If they don't have it in stock I usually go to another vendor. I am appreciate Bob's efforts in sourcing, designing and manufacture of the parts we need for our old Fords. It is just the way his business works. It is not the way I would run it, but apparently it has been working for him for a lifetime.

 

I've had good experience with Bob Drake enterprises. Quality has always been top notch.

Sooo...I don't "gotta hate the Drake" -Elaine, from Seinfeld

 

I have mixed reviews. I have ordered some stuff successfully, however......I ordered some 40 caps from him once when they were on sale. They never showed up. They were on back order. He sent me the flyer and didn't have the inventory. After a few months I called and they couldn't even find any history of the order. I had an order number etc. They never billed me, but just cancelling back orders without notifying anyone is amateur hour stuff. His staff even said " Yeah I dunno why he sends out those flyers when he knows we don't have the inventory". Just baffles me.

 

fkn perfect!

 

Just so you won't feel like the Lone Ranger, go over to the Fordbarn, do a search for Ol' Bob.

 

I have come to the conclusion that you are always better off to deal with a Drake dealer instead of Drake. Midwest Early Ford is one that seems to stock a good deal of their stuff. Also Old Dog Street Rod Parts does.

 

Quit doing business with them many years ago after visiting their shop in Oregon and was told by the staff that they were so happy to close down their machine shop lay off the mechanics and ship everything to China, even their prototype work was to be shipped overseas......... I was not impressed by this display of righteous indignation or the fully equipped machine shop sitting idle so I quit buying there. JMHO of course and that and a buck might get ya a cup of coffee.................................
P.S. or maybe it was Taiwan but it was the same shit anyway...................

 

Just sharing experience. Have purchase only a couple of times. Not pleased with the customer service end of their business.
So, at the LA Roadster show (where they were a vendor) I let them know.
After what were simply lame excuses, I was given the sales managers direct number for future orders.
Called him for my next order. Left messages 2x and never got a return call.

Now, I have to say that the parts are always good, no issues. But crap, I've gotta order from BD vendors to get good service.

Just facts.

 

Obviously, not a perfect operation in all respects.......but who among us is?
Okay....a relatively small number...are perfect. Stand and take a bow!

Hey...I got a great idea....make your own stuff......you can tool and cast or machine anything you want...nothin' to it!

for the record, several years ago I bought a few thousand dollars worth of parts from Bob Drake. Was not happy that a few (very few) parts I wanted were on back order, but the vast majority came and were first class. However, I also recognize that those back ordered parts were likely either slow sellers, or parts of high value, and investing in them in quantities that were economical to produce required a certain amount of 'demand' to justify the production.

Consider that BD has thousands of part types and the costs associated with production and inventory and, if you have the slightest awareness of what is required to run such a business, you might have a bit more tolerance for the situation. Quite different than doing one off jobs on demand with minimal upfront commitment......replacing a sbc water pump, for instance.

I DO agree that poor customer service, and poor attitudes, are nor defensible. I am mainly addressing the complaints about "back order Bob".

Ray

 

You only get to make a first impression once.

 

That's been my experience also on my only two orders from them (even after having the person on the phone assure me the parts (running board rubber) was sitting on the shelf). I shop elsewhere now.

 

Sad, cause Bob doesn't wake up each day, To think: " how can I make people un-happy today?"..
Bob is a perfectionists, and a really good guy,
Gosh I hate to read the negatives, I know Bob pours his Heart into each part.
A business is only as good as the last representative you dealt with.

 

It sounds like a case of "great parts/not so great customer service".
It happens in all lines of trade work and businesses. As an individual tradesman, it's one thing to be a great Doctor but have no bedside manners or a great auto painter but not know how to run a shop.
In Drake's case it sounds as it's the way the entire organization's "business culture" (or lack of it) is set up. A great HR and management team would have the right people in the slots, have them trained and be doing some random QC checks on quality and customer service. Anyone with a shitty attitude would be shown the door. Shame because they offer some terrific parts.

Reminds me of the old joke where an upset customer says to the counter clerk; "Listen here, I want to be treated like a customer"! And the clerk replies, "Okay, but you won't like it".

I 'vote with my feet'. As someone said, if you have to have one of their parts, patronize one of their appreciative dealers so they get some business.