• Report: #851335

Complaint Review: Doug Herbert

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  • Submitted: Fri, March 09, 2012
  • Updated: Mon, March 12, 2012

  • Reported By: Lewis — Milledgeville Georgia United States of America
Doug Herbert
4030 Concord Parkway Concord, North Carolina United States of America

Doug Herbert Rip off in hidden Fee's Concord, North Carolina

*REBUTTAL Owner of company: Customer supplied wrong part number

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I would like to take time out of my day to express how much your customer service blows. I had one of the worst customer service experience of my life with your sales department.  One of the most controversial topics in the world of hot Roding is the quality of parts. Everyone in the gear head community is having a fit because the parts are made overseas, and guess what I use to be one of those hell raisers.  My question to you today is, does it matter if we have the best performance parts made in the U.S. if their distribution partners treat their customers like crap? When dealing with foreign parts, Americans expect poor service, but when we spend cold hard earn American dollars on good quality parts that are made in Memphis Tennessee, we expect warm American customer service.

On March 2, 2012, I ordered a Comp Cam Kit from Doug Herbert Performance Parts. Due to unclear part description, I initially ordered the wrong part. One hour later, I call Doug Herbert to correct my mistake and attempt to rectify the situation. The salesman was more than helpful assisting me when I was spending 516 big ones with him. I explain to him that I crossed checked the Camshaft with comp Cams and discovered that the application that I initially ordered was for a generation V Chevy Big Block. Mr. Salesman stated that it wont be a problem; he asked me what kind of Cam I am looking for and I told him a Retro Fit BBC comp cam with a adv. Duration of about 268 or 276, thats when he recommended the Xtrtream Energy 276. R. Salesman quoted me that it was only 482 dollars.

 I asked Mr. Salesman why is this camshaft so cheap, he replied Sometimes Comp Makes too many of the same grind and we can sell them a little cheaper, so I bought, hell it was a good deal. What I didnt know that he was still selling me a gen V Cam. Its sad to say , but this guy is worse than the 18 year girl at your local part store. Too make a long story short, when the cam arrived I discovered that it was the wrong application so I called back. Mr. Doug Herbert wants me to ship the part back on my dime, and pay a restocking fee of 25 dollars. Now, his argument was that he only charged me a packing fee of 9.99 and no shipping, which should be against the law when he probably got an amigo in the back packing it for 7 bucks an hour and he paying  him under the table. 

 The problem I had with Doug is that I feel that because his salesman recommended the wrong part, the customer shouldnt have to pay to reship and restock a part. It may seem a little petty, but we are talking 50 extra dollars you dish out for someones elses mistake who suppose to be a professional. But, the icing on the cake was how the sales guy talked to me ( the customer), who use to be always right. Mr. Salesman basically stated that my views and opinion on whats fair as a customer  is not up for discussion, he is going to charge me a restocking fee even though they screwed up the order. The worst of the situation is that he can couldnt even give me an exact quote on the price of that.  I may just be a 516 dollar paying gear head to Doug Herbert, but I just so happen to have time today to share my experience with other hot roders. With the wonder world of the internet, I can share this experience with people all across the world on review boards.

 So, I would like to take opportunity to say thank you for sh*tting on the little guy Mr. Charlie at Doug Herbert, and I encourage any gear head on a budget build to stick to summit and Jegs. The larger companies have great return policies in place that is free to the customer and appreciate your business. Someone in their home office that can read unlike at Dougs understand that WWW. Stands for World Wide Web and that they cant afford bad reviews. In closing not only am I encouraging hot roders not to buy from Dougs, I have decided to go another direction as far as my cam choice, which is bad for Comp because I know they appreciated that 400 dollars.

From this day forward I  encourage anyone who will listen to give other name brands such as Howard, Elgin, Pro Comp and Speed Pro a chance because the larger companies make a decent part but has terrible quality control when choosing their distributor. If you are going to get cheated, might as well try to save a few bucks! Anyone who use Doug Herbert as a distributor should be blackballed form the word of Hot Roding. When it come down to it I would rather have a made in China part and pay less money, than pay top dollar for an American part just to get shafted from the middle man. Comp Doug Herbert is bad for business, they have a bad repetition. Take time out to read a few of their reviews, I was the exception and gave them a chance.  It doesnt seem like much but they just caused Comp a few hundred bucks. Anybody who tells a customer that Comp grind too many cams, thats why we can sell them cheaper is natural born crazy. The salesman might as well told we Comp overcharge for their cams because they just proud of them.

This report was posted on Ripoff Report on 03/09/2012 02:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/Doug-Herbert/Concord-North-Carolina-28027/Doug-Herbert-Rip-off-in-hidden-Fees-Concord-North-Carolina-851335. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company

Customer supplied wrong part number

AUTHOR: Doug Herbert - (United States of America)

I am amazed by the remarks of this customer. I have been in business for over 25 years and first of all he says, "Mr. Doug Herbert says" --I have never talked to this customer. One part of his remarks is correct; he admitted that he ordered the wrong part. This was a special ordered part that we had shipped direct to him from Comp cams. The customer was notified this when he placed the order. He also acknowledged this in his letter.

Every other mail order performance company charges a handling or packing fee. Our fees are actually LESS than our competitors and if the order is placed on the web we charge NO handling fee what so ever.We do NOT charge shipping on orders. Therefore if an order is returned and if the mistake is our fault WE pay all the freight and shipping charge to correct the problem. If the customer makes a mistake, unfortunately, they have to pay the freight and shipping charge and that is the case here.

We actually have some of the best sale people on the phone of any major performance mail order center. In fact, I answer phones every day and sit in the middle of my sales floor, so that along with my sales manager, we can actually hear what is being said to customers. We do appreciate every single one of our customers. Unfortunately ,some people will not be happy no matter what the case may be and I'm afraid this customer must be one of those cases.
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