On the 15th of July I called GT Motoring to inquire about their Challenge SS Brake Lines. Greg took the call and answered all my questions in a polite and knowledgeable manner. At that point I decided to pull the trigger and asked Greg if I could place my order with him over the phone since I couldn't immediately access a computer. He took my order and credit card information and said the order would be processed immediately and that I would be getting a confirmation email with my invoice. Did not receive anything that evening or the next day.

Followed up on Monday (19th) and was informed my card was declined but that he'll try again and ship as soon as the transaction is approved. Called my bank to find out why my purchase was declined and was informed my CC info was incorrectly inputed.

Sent Greg an email about a different product late Sunday night (25th) while I patiently waited till the following Wednesday (28th). I was getting worried because I wanted to install the lines and shake the car down before my track day yesterday (31st). I emailed Greg inquiring as to how the package was shipped and what he thought the ETA might be. Got a response with a FedEx tracking number saying my package was delivered on the 22nd. I, or anyone I live with, have not received that packaged and notified him that I understand it wasn't in their hands and will file a claim with FedEx. Ordered another set despite not having resolved my claim because I wanted to give Greg and GT Motoring my business despite the shortfall in communication. To be fair, I immediately received a tracking number for my second order. I asked whether they offered faster shipping and Greg accommodated me by saying they could ship 2nd Day Air at a cost. Fair enough and got my SS lines on Friday (30th).

Although my issue with the lost package was between me and FedEx, they said the shipper would need to file a claim with them to get reimbursed the cost of the lost item. I was given a claim number I was told to forward to the shipper and did so the same day (28th). I have yet to receive an email from Greg at least acknowledging receipt of my email.

I know and understand that I am not GT Motoring's only customer at any given time but I did initially give them my business because of the attention Greg gave me. It would have been nice to at least have gotten consistent replies to my emails. I am still waiting for an email confirming that they have followed-up on my claim with FedEx. Frankly, I am worried because my reimbursement hinges GT Motoring filing a claim with FedEx.

I would do business with Greg again but can only give them 80% for this particular sale.

Cliff notes:
-Ordered SS brake lines over the phone on the 15th.

-CC info incorrectly inputed causing delay.

-Shipped promptly upon transaction approval. No confirmation email or tracking info received.

-Follow-up week-and-a-half later, tracking number finally sent showing package was delivered. Never received.

-Filed claim with FedEx. Ordered new brake lines and requested expedited shipping. Forwarded FedEx claim number to Greg.

-Received item on the 30th. Still no response or email about my claim.

 

I am sorry you feel that way about my feedback but open communication is important to me and many others--I'm sure--especially when they've got money in limbo like I do. I respect your opinion and hope you see I'm not being frivolous.

I never hounded Greg with emails or constant phone calls and waited a reasonable amount of time before re-attempting my follow-ups. It took 9 business days for me to even find out my package was lost. In that time I didn't know how it was being shipped or whether I would get a tracking number or not because I wasn't kept in the loop.

Like I said, I don't have a problem with Greg and would do business with him again. I'm leaving feedback because I offered to do so after Greg handled the declined transaction so well. I was very pleased with how urgently he acted and asked whether they already had a thread and was told to start a new one instead. I merely stated my experience in its entirety so others may judge for themselves whether or not they share my concerns.

Besides, I owe it to the community to be open and honest about my experience since I have benefitted a lot from others' experiences as well.

 

Thanks for your honest feedback and opinion. Just to add a note, when we had the first transaction delined and it took 1-2 business days to get that cleared up on the card number entered, we did ship it 3 day service at our expense to be sure you got it in the promised time frame regardless since it was my error. We do set it up so fed ex automatically emails you tracking and updates. It is possible that it got rejected by your spam fitler. It does happen on occation.

We'll do our best to get your claim filed with fed ex for the missing package that showed delivered status. We recieved your claim number the morning of the 29th as your email was sent after business hours the 28th. We do our best to answer all emails within 24-48 hours, of course we are closed weekends.

Regards,

Greg

UPDATE: they got our claim request and has been processed. emaile you the update.

 

Thread editted. Please, let's stay on topic.

--Moderator

 

Update:

Greg email me yesterday to tie up some of the loose ends and I can honestly say I'm truly satisfied with his efforts. Unfortunately, FedEx has decided not to honor my claim but that is in no way Greg or GT Motoring's fault so I'll be dealing with them separately.

At this point there is nothing left for me to say other than, Greg has demonstrated exceptional customer service in trying to make things right. Highly recommended merchant/sponsor.

P.S.

Greg, you've earned my business and I'll likely be a repeat customer. Just don't hold it against me if you don't hear from me more often!