"Tustin Toyota has an Internet parts department which is noticeably understaffed with one person running everything. Several people called it "a one-man show." It's horrible, not just for the one person who has multiple jobs but for the customers who need to wait extra days for parts to be checked in so they can be picked up. Phone calls are not returned. Switchboard calls for "Internet Parts" are intentionally transferred to "Retail Parts" where the person puts the customer on hold for 6 minutes then says, "The Internet parts guy has gone to lunch. Can you call back in 1 hour?"
The Webpage doesn't list all statuses in the workflow order making the customer think "Order Status: Received" could mean the parts are received OR the order is received.
Consider writing a list of all possible statuses so the customer knows where the order is in the process. Alternatively, create better status messages such as "Order Received, Waiting for Parts to Arrive" or "Order Received, Ready for Pickup" or "Order Received, Item is on Back Order" - Even easier, have one line for Order Status and Shipping / Pick-up Status.
If the prices weren't fantastic, I'd completely avoid this place... Going forward, I'd pay a little more to NOT deal with the delays."
"Fast and easy service.
Thanks. "
"quick in processing the order for me to pick up the next day"
"I haven't received any response back from the Dealer?"
"Ok--last minute Christmas gift of Toyota floor mats and I had zero expectations that the item would make it in time. My initial order was declined b/c Chase thought a So. Cal charge was fraud--but after reordering a 2nd time, I wrote the part department for confirmation and received a response in 3 hours that everything was fine! From there, Tustin Toyota turned around the part for shipment in less than a day and it was at my house in under 3 days from the date of order! Thanks folks for surprising me the most during a pandemic and during the Christmas rush!!! Oh and the mats? They are fantastic!!!"
"Good dealer to order online for genuine Toyota parts at reasonable prices well below retail dealer prices. "
"I ordered a trailer hitch online. Two days later they cancelled the order stating it was not possible to deliver safely. Can’t imagine how that’s true as the item was shipped to them safely. My guess is that since I used a coupon code for free shipping, they decided to cut their losses and just not fulfill the commitment. "
"The website was great. Easy to navigate and go through with your order. When I went to pickup my part the associate couldn’t have been less interested. Hardly said a word and I just didn’t feel welcome. "
"The online ordering system was quick and the part came in on time. The people at Tustin auto parts were friendly and helpful."
"Ordered 3 cabin filters for my 2018 Camry Hybrid. For some reason most auto parts stores dont carry them. This year decided to go online and found a discount so bought 3. When I received my shipment, I checked for the correct filter number. They matched!!!"
"Thank you guys for the quick and excellent service. "
"Friendly, delivered right parts"
"I purchased a battery that happened to be on back order. This was never displayed on the website and I waited several days before I was finally informed they did not know how long the back order would be, but they thought it would be up to 3 weeks. For a battery, I think not. I asked for a refund and purchased it from Anaheim which had it in stock. "
"Really good prices for original Toyota parts this is my third time ordering parts from Tustin Toyota and won’t be the last one."
"Picking up my order was fast and friendly and easy"