Disappointing Customer Service
05-17-22, 06:04 PM
#1
Disappointing Customer Service
I am very disappointed to have to write this post...
In November of 2021, my fiancée purchased some items for me for my birthday. She purchased the street diffuser for my FD as well as a CF 99 spec lip as well. After purchasing, I have not heard anything from Shine Auto since then. After a discussion and bringing up the parts ordered, I mentioned to her the long lead time of about 6 months from purchase. Time passes and I became very curious on the status of this order and was surprised that neither she nor I received any email from them. I reached out on 04/28 inquiring about the order since I myself did not purchase it and not sure which email she used for the purchase to get the receipt. I got no reply from them. I followed back up on 05/08 and did not receive any response once again. When I got home from work today, I decided to just give them a call.
Not to my surprise, they did not pick up and there was no way for me to leave a message. I called back 2 more times and no answer and again not able to leave any message. Fed, I wrote another email (responding to my same thread) and now am writing on here.
I haven't seen much activity from Shine Auto and now wondering if they are still even out there.
In November of 2021, my fiancée purchased some items for me for my birthday. She purchased the street diffuser for my FD as well as a CF 99 spec lip as well. After purchasing, I have not heard anything from Shine Auto since then. After a discussion and bringing up the parts ordered, I mentioned to her the long lead time of about 6 months from purchase. Time passes and I became very curious on the status of this order and was surprised that neither she nor I received any email from them. I reached out on 04/28 inquiring about the order since I myself did not purchase it and not sure which email she used for the purchase to get the receipt. I got no reply from them. I followed back up on 05/08 and did not receive any response once again. When I got home from work today, I decided to just give them a call.
Not to my surprise, they did not pick up and there was no way for me to leave a message. I called back 2 more times and no answer and again not able to leave any message. Fed, I wrote another email (responding to my same thread) and now am writing on here.
I haven't seen much activity from Shine Auto and now wondering if they are still even out there.
05-18-22, 09:58 AM
#2
Full Member
They're still around. I bought the 99 spec mazdaspeed carbon fiber spoiler insert on 4/7/22. I got it within a week to a week and a half because they had it in stock. I also talked to them to on facebook before my order was shipped out. They responded pretty quick during business hours. Maybe message them on there.
05-18-22, 10:08 AM
#3
Ban Peak
iTrader: (49)
I will never order from Shine again after my experience with "Patrick". His customer service is the worst I've experienced and their FRP parts are mid-grade at best, I sold almost everything I purchased from them and bought other body panels after my interaction with him. With that being said, I received everything I had ordered within the timeline they provided so I can't through up a red flag about you potentially being scammed.
05-18-22, 11:58 AM
#4
I remember having to wait several months for my CF MS front lip, I had to call them a few times over the course of 4-5 months to check up on the order. From what the sales associate told me is that the part need to be made oversea, then it'll wait for the next container to come over, if they don't have enough stuff to fill a container it will just sit there and wait. This is back in ~2015, so the shipping situation is probably a lot better than now.
05-19-22, 07:32 PM
#5
I tried calling them between meetings today and still no answer and no way to leave a voice message. I understand that the lead time is going to be a while and waited around 6 months before trying to reach out but I cannot get a response via emails nor a response on the phone. It's good to know they are still around in 2022 but the no response situation is disturbing to me. I'll try again tomorrow... and hope for the best...
05-24-22, 02:22 PM
#8
Man this is a bummer to read and I'm so sorry to hear about your troubles with shine. I found it very odd to hear that they outsource their work but I'm sure they'll come through whenever their container arrives, etc. Shipping costs are still incredibly high.
My initial thought is that its related to
https://www.cnn.com/2022/05/06/busin...hnk/index.html
https://www.businessinsider.com/ship...-crisis-2022-3
I suppose my best advice for next time would be to just order from a reputable importer or directly from the source. Every authentic tuning shop will appreciate the gesture and DHL / FedEx are always 100% accountable for their services.
My initial thought is that its related to
https://www.cnn.com/2022/05/06/busin...hnk/index.html
https://www.businessinsider.com/ship...-crisis-2022-3
I suppose my best advice for next time would be to just order from a reputable importer or directly from the source. Every authentic tuning shop will appreciate the gesture and DHL / FedEx are always 100% accountable for their services.
09-12-22, 04:53 PM
#9
For those who might be unaware, we've relocated facilities.
The previous location was:
10275 Philadelphia Ct.
Rancho Cucamonga, CA 91730
The new location is:
9380 7th St. Unit D
Rancho Cucamonga, CA 91730
We're a manufacturing company, so we have a ton of stuff to move. We estimated the move would take 2-3 weeks. It ended up being roughly 5 weeks. The move began late April and finished the first week of June. Through out most of that time, the phone lines were disconnected and we did not have time to respond to emails as the move took up 99% of our time. On the occasions we were free to respond was on social media and we tried to make as many customers we could aware we were in the middle of re-locating. Apparently, we couldn't get to everyone. We apologize for the inconvenience and expected these issues to arise, but the move had to be done and as quickly as possible as we have a timeline to be out of the previous facility.
Ken
The previous location was:
10275 Philadelphia Ct.
Rancho Cucamonga, CA 91730
The new location is:
9380 7th St. Unit D
Rancho Cucamonga, CA 91730
We're a manufacturing company, so we have a ton of stuff to move. We estimated the move would take 2-3 weeks. It ended up being roughly 5 weeks. The move began late April and finished the first week of June. Through out most of that time, the phone lines were disconnected and we did not have time to respond to emails as the move took up 99% of our time. On the occasions we were free to respond was on social media and we tried to make as many customers we could aware we were in the middle of re-locating. Apparently, we couldn't get to everyone. We apologize for the inconvenience and expected these issues to arise, but the move had to be done and as quickly as possible as we have a timeline to be out of the previous facility.
Ken
09-12-22, 04:56 PM
#10
That is false.
We do not produce parts overseas nor ship container of goods. We produce parts in-house. Anyone who has been to our facility will corroborate we are indeed a manufacturing company. I can assure you none of our employees have mentioned to you anything regarding overseas or containers. You most likely have us confused with another company.
Do you have a sales order number or name we can look up?
Ken
We do not produce parts overseas nor ship container of goods. We produce parts in-house. Anyone who has been to our facility will corroborate we are indeed a manufacturing company. I can assure you none of our employees have mentioned to you anything regarding overseas or containers. You most likely have us confused with another company.
Do you have a sales order number or name we can look up?
Ken
09-12-22, 05:48 PM
#11
I will upload some pics of our facility before the move and during the move. Not only did we have to move out by a timeline, we also had to clean the facility. It's a 15,000 sq ft. facility we had been operating out of for about a decade.
A few things I would like to point out:
1. Regarding the OP's issues, his issue is one of the very rare issues where we completely missed the order coming in. The order was from 2021 and for reasons we can't explain, we missed the order. When someone orders through our website, the order comes in by email. We then process the order by entering it into our Quickbooks system, print it out, and give the order to the production team to manage. We also email this Sales Order and indicate an ETA for the order to our best judgment. If one does not get a Sales Order emailed from us after a week of placing the order, that means we did not process it. Please let us know right away so we can find it and process it. It rarely occurs, but it does happen.
Anyone who has done business with us can corroborate this is our process. They received a Sales Order by email with an ETA. We shipped, they received tracking info by email.
2. During the 5 week move, there was virtually almost no production going on. So in a sense, we are currently behind schedule. However, keep in mind we've always been busy with a ton of orders. This has been true for the last 17 years.
3. We've never scammed anyone in 17 years. In the last 17 years, there have been many companies trying to do what we do that have come and gone while scamming customers. We've worked hard to place ourselves in a different light. An order can be cancelled with anytime if you feel your funds are not in good hands. Often times, if an ETA for an order is long (10+ weeks) we even take non-obligated verbal orders, where no payment is made whatsoever as long the parts being ordered are what we consider "normal," meaning items in variations that are ordered often. 50-75% of the time those verbal orders turn into actual sales. People change their minds.Not a big deal. We are not a cash-strapped company. The goods eventually sell.
4. If anyone has noticed, we haven't actually posted on RX7club in years. We get a ton of emails, phones calls, social media messages (FB, Instagram), which is already a handful. There's only two sales people here. There's really no time for Rx7club, yet we still pay monthly as a vendor. We are thinking about moving away as a vendor here as we do not have time for it. It would be best to reach us through email, phone calls, and social media. Just keep in mind we do have alot of requests. Some contact us through all 3 venues so that adds to the backlog.
Ken
A few things I would like to point out:
1. Regarding the OP's issues, his issue is one of the very rare issues where we completely missed the order coming in. The order was from 2021 and for reasons we can't explain, we missed the order. When someone orders through our website, the order comes in by email. We then process the order by entering it into our Quickbooks system, print it out, and give the order to the production team to manage. We also email this Sales Order and indicate an ETA for the order to our best judgment. If one does not get a Sales Order emailed from us after a week of placing the order, that means we did not process it. Please let us know right away so we can find it and process it. It rarely occurs, but it does happen.
Anyone who has done business with us can corroborate this is our process. They received a Sales Order by email with an ETA. We shipped, they received tracking info by email.
2. During the 5 week move, there was virtually almost no production going on. So in a sense, we are currently behind schedule. However, keep in mind we've always been busy with a ton of orders. This has been true for the last 17 years.
3. We've never scammed anyone in 17 years. In the last 17 years, there have been many companies trying to do what we do that have come and gone while scamming customers. We've worked hard to place ourselves in a different light. An order can be cancelled with anytime if you feel your funds are not in good hands. Often times, if an ETA for an order is long (10+ weeks) we even take non-obligated verbal orders, where no payment is made whatsoever as long the parts being ordered are what we consider "normal," meaning items in variations that are ordered often. 50-75% of the time those verbal orders turn into actual sales. People change their minds.Not a big deal. We are not a cash-strapped company. The goods eventually sell.
4. If anyone has noticed, we haven't actually posted on RX7club in years. We get a ton of emails, phones calls, social media messages (FB, Instagram), which is already a handful. There's only two sales people here. There's really no time for Rx7club, yet we still pay monthly as a vendor. We are thinking about moving away as a vendor here as we do not have time for it. It would be best to reach us through email, phone calls, and social media. Just keep in mind we do have alot of requests. Some contact us through all 3 venues so that adds to the backlog.
Ken
09-14-22, 12:20 PM
#14
@shineautoproject Has always been super responsive to any request I've had. I've spent a good bit of money with them for all my CF Parts on my FD. They were very straight up about manufacturing time and when to expect parts. Luckily, my parts finished ahead of schedule. The packaging of all the parts was top notch. Fit and finish was exceptional. All parts fit without any need to adjust fitment. I can't say enough about how happy I was with the products.
Hoping to order some stuff later down the road for the Supra.
Hoping to order some stuff later down the road for the Supra.
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