"Wow, where do I start. Tom from EAS posts frequently on many car enthusiasts boards and provides useful advice and quick responses to customers’ questions. I’ve purchased from EAS before without incident, but my last order was a disaster. Okay, disasters happen, but the manner in which it was dealt with unsatisfactory.
Normally a discount (shipping) is offered to board members, but somehow I was overlooked when I placed my order of $800 for some BMW parts. Shortly after placing my order on the web I received an email stating that one of the parts I ordered ($595) would be “arriving in a separate package”. I took this to mean it was shipping separately, not out of stock. It took me several emails and phone calls to get a straight answer… feel free to email me and I’ll send you the entire conversation (mrg2k at hotmail dot com)
So the remaining 3 items still needed to ship which took EAS 2 days to get out the door (I’m used to everyone else shipping same day or at least next day), but then they screwed up the address. Worst part was I needed to contact them to make the change. So by no fault of my own I have to wait yet another day for the shipment to arrive while it is redirected.
I finally receive my 3 parts, but there are no instructions. No boxes, no manuals, nothing – and the parts are wrapped up in brown paper. To boot, one item was damaged, the other had a stain on it. Totally unprofessional.
Okay, so this happens from time to time, understandable, but after communicating my displeasure I received no apology, nothing. So I ask for a discount to make up for the hassle and I’m ignored.
I call today to cancel the backordered piece and they say they can’t cancel it over the phone. I need to email my cancellation in. This ought to be fun.
So what recourse do I have? Don’t shop at EAS, and tell others about my experience. Do like me and take your business elsewhere. It’s the only way they’re gonna learn that customer satisfaction is paramount to repeat business. Treat the customers as if your entire business relies on them EAS…… it does!"