The Yamaha Road Star Warrior Forum

Placed an order a couple weeks back for some saddlebag gaurds and asked to ship UPS.  Called a couple days later and asked for a tracking # for this, to my suprise the fellow on the other end of the line said that the guards weren't in and that they wouldn't be in for 10 days and also said that the order said to ship regular postal. This didn't work for me so I asked to cancel, no problem send an email and it would be done. Ended up finding another supplier. Get an email later that afternoon saying cancelation couldn't be done, part already shipped? Called again, buddy on the other end of the line sounded very appologetic and that the part ended up getting shipped regular postal, said I could send it back and would deal with shipping issues when the time came around.   Anyways, I got the part later then needed thanks to not being UPS'd and called to ship back,  get transfered to "Terry" was told nothing could be done and that it wasn't there problem because I cancelled after the shipment left even though I was told different. I reminded him I wouldn't have cancelled the order if I was given the correct information and that it was shipped the wrong way in the first place.  He then went on that even if it was shipped UPS it wasn't guaranted it would make it in time and that he was happy they didn't because it would cost them more. I reminded him I was willing to pay the extra.  He then ranted on about if that if I did get the part on time they would be heroes and seeings as I didn't they were the bad guys!! I asked isn't that what CUSTOMER SERVICE was all about!! Then reminded that it was shipped wrong and the wrong info was given in the first place.  I would have kept the parts if I had known they were shipped, even if they were late!! but I had to go to a different supplier do to the info given to me. Needless to say it's not worth sending back, not any further off by the time shipping is paid.

Even though they messed up not once but twice, it still wasn't there fault and they won't pay for shipping. That being said,  all my mods done so far are from them, but Never again will I go back!    Sorry about the long rant had to vent!

Many of us have been there for various compounded reasons.  There are plenty of vendors. You are not alone.

Alberta Warrior ....It's always sad to hear this kind of treatment to a good customer

I suggest you list the saddlebag guards in the Warrior Parts and Accessories and take your losses or dispute the credit card charge with your provider. Just be sure to document all the facts chronologically, who you spoke to, time date, etc.

Yet another case of the left hand not knowing what the right hand is doing...

 I can relate...Phats is off my list of places to deal with now. When Matt was still there I had a problem with a clamp on the Cruise Pegs I bought from them breaking off. (not to mention I asked for USPS mail and they sent the order UPS!!)Matt told me they'd order a new one for me and I'd have it within two weeks. Two weeks passed and I hadn't heard anything from them or Matt. I dropped him an e-mail and his reply told me that he'd contacted Kuryakyn and that they woould be sending me a new clamp within two weeks...OK No problem. Another two week wait, and still nothing. Another mesage to Matt and still nothing. He said that he'd contact Kuryakyn and I'd be hearing back from him when he did. Nothing. I called, talked to someone, not Matt or Terry, and was told the whole thing was being looked after by Kuryakyn and I should have the clamp soon. A month passes.....then two months...finallly after three months, this clamp comes in the mail, and I hear nothing back from Matt or Phats checking to see if I was satisfied(which, needless to say, I wasn't) or even got the damn clamp.  I don't know what happened to Phat's customer service, but they sure dropped the ball with me, and with numerous customers and members here. I guess Matt left and whoever is in charge seem to be interested in getting the $$$$ and the hell with their customer base.

If you're looking for saddlebag guards, I got a set through Ebay from Cavalry Custom for half the price of the ones that Phat sells. $39 plus shipping came to $64 US.

As far as getting parts now, I'll look to others like Mean Cycles, Bike Bandit, and MotorSports Superstore and others that are more interested in their customers satisfaction than their own pockets.  

I want the companies I buy from to earn a fair profit and part of earning it is customer service after the sale too.  In your case the whole deal seems ridiculous, but for a normal purchase I'm okay paying a few dollars more to cover the cost but don't want to be ripped-off either.  Making money is important and I'm okay with that of course.  But sometimes the seller forgets there are other things that are important. 

Well the whole thing sucks, but it's nice to see that I'm not the only one that's had this kind of run in.  Atleast mine was only for a relatively small dollar amount and nothing big. I too have dealt with motorsports superstore and had a faulty part shipped to me, Wasn't there fault, it was a factory defect. They were very curtious and seeings as I got it shipped UPS they gladly paid for it to be UPS'd back to them so there was no real long wait time.  I'll gladly do business with them again anytime.

I have had mixed results. My last was great. The one before that....Not so much

Phats may have "cash flow" problem like many other businesses. They may even have some credit issues with their vendors which would explain why their inventory is down in certain areas. It's no excuse for poor customer service. In fact if that is the case they need to just level with the customer they'll survive this thing. I have no problems purchasing from someone even if it takes a bit longer to get the parts. Just be up front with me and give me an honest delivery and I'll usually stick with them,

My first two orders through Phats were fine but the last one (last for a reason) was no good and it was Terry who I dealt with.  I've used DK for the most part since and although I'm not wow'd by anything at least I get what I ordered quickly and at a fair (matched) price.  One of my problems with Phats (along with lying to cover up inadequcies) was they don't seem to be stocking hardly anything anymore even though when you ask them before ordering they swear it's in stock.  If you want to risk wasting a huge amount of time and have a lot of hassles concerning when you'll see your items Phats is the way to go now I'd say, tell Terry I sent you.

JamesD:

I have had mixed results. My last was great. The one before that....Not so much