Beware of Ctuiser Customizing

[cruzeriley]

A lesson I began learning 2 months ago....(Note that US dates are M/D/Year and Australian dates are D/M/Year)

On 10th August 2011 I ordered a Kisan Signalminder from Cruiser Customizing. By 5th September when nothing had arrived I contacted them and received this reply.

'Good evening,
Your order shipped 8/19/2011 via International Mail. There is no tracking number on these shipments, we do this to dramatically reduce the cost of shipping (sometimes 200% -300%). Shipping International is generally 1-4 weeks for delivery but can take up to 8 weeks just depending on customs. If you do not receive it by the 8 week time frame please let us know and we can review the shipment and reship if necessary.'

After 43 days I contacted Paypal to begin a dispute.

22/09/2011 23:34 AEST - Buyer: Hi, I ordered a kisan signalminder on 10th august 2011. Order Number: W***3***. your email said the goods were shipped on 10th august. I am raising a dispute because it is now 43 days later and I must do this within 45 days for paypal to protect my purchase. Can you please give me some indication as to what has happened to my order? Regards, G***R***

23/09/2011 01:12 AEST - Seller: Good morning G***, your order was shipped out on 8/19/2011 via international postal mail with will about 4 to 6 weeks for delivery. Due to the shipping method you have selected, tracking services are not available for us to track the status of your order. If you have not received your package by 10/3/2011, please contact our customer care department and they will be able to assist you. Thank you for your patience.

23/09/2011 10:46 AEST - Buyer: OK thanks, (I needed to open the case before my 45 days after purchase elapsed) I'll contact you again on 3rd October if it still hasn't arrived. Regards, G***.

05/10/2011 22:01 AEDT - Buyer: My order LT********X supposedly shipped on 19th August 2011. It is now 5th October 2011, 8 weeks later and my small Kisan signalminder has not appeared. Last week I ordered a pair of gloves from D2Moto in US and they were on my doorstep in 5 days via USPS. Other items from China have arrived within 10 days. What has gone wrong? Maybe you guys should talk to D2Moto and see if you can strike a deal where they ship your products for you...I'm sure you would move more goods that way. Can someone please give me some feedback on my order?

05/10/2011 22:11 AEDT - Buyer: The LT********X..... number I quoted in the previous message came from the only correspondence I have received...on 5th September...over 4 weeks ago.

07/10/2011 06:44 AEDT - Buyer: Since I have not had any response now since 5th September I must now elevate my concerns to a Paypal claim. I can't understand why you have not been able to tell me where my item has gone.

07/10/2011 06:51 AEDT - Buyer: When I first contacted the seller nearly 45 days after payment they said that shipping of this small item may take up to 8 weeks. That didn't seem right to me as I have bought much larger items from US and had them within 7 days and these even carried tracking details with shipping only costing $11. My last message from Cruiser Customising was a month ago so I must assume they don't know where the item is. They have not indicated that they have sent a replacement either. Regards, G***R***

07/10/2011 06:51 AEDT - PayPal: Buyer escalated this dispute to a Claim.

On 8th October (59 days after I placed my order) I received this
Dear G*** R***
Thank you for placing your first order with Cruiser Customizing. We know that you have many choices when it comes to buying parts and accessories for your motorcycle. We hope to become your resource for product information, personalized installation advice and much, much more. We encourage you to check out your email preference center and pick which publications are the most interesting to you.

This year, we're celebrating our 10th anniversary and over one million packages shipped. We couldn't have gone from a pipe dream run from an apartment, to a leader in the motorcycle retail world, without people like you.

Now that you know a little more about us, we hope you'll let us get to know you. Our relationships with our customers go beyond taking an order and shipping a package-- we're here for the long haul.

Until we get in touch again, ride safe and keep cruisin'.

Sincerely,


and also this, 8minutes later

Good day,
We would like to just ship out another order to you now, but it's policy to wait until the 8 week time frame passes. October 19th would be 8 weeks exactly. Unfortunately we can't ship another one until then. If you still haven't received your order by then, let us know and we'll get you taken care of. Thanks Graham, have a good one!

Did you hear? Cruiser Customizing now has gift certificates! A great way for you to get them EXACTLY what they want. Please feel free to give us a call if you have any questions or if you would like to place an order!

My reply today (8th October, 49 days after they supposedly shipped it) was....

October 13th is 8 weeks, October 19th is 2 months.....there is a difference.
G***

Anybody else had great service like this from Cruiser Customizing?

I have read other similar stories on forums about CC and the one that made me decide to tell mine was also on the Kawasaki Motorcycle.0rg site.

[nvbirdman]

I have had wonderful service from CC, and since they seem willing to send you a replacement, I don't really understand your complaint.

[cruzeriley]

Do you think I was unreasonable to ask where my order was after the first 43 days? then again at 59 days? Since I had no response from them since 5th Sept I decided to lodge a Paypal claim. What would you have done if you paid for your goods and still hadn't received them after 60 days? The replacement offer was only made after I lodged a Paypal claim for non-delivery. The delivery method was USPS.... The gloves I bought from D2Moto 2 weeks ago were delivered by USPS and took just 5 days. What is this 8 weeks business? Are they sending them by sea with Columbus? (The Kisan unit is only 1/2 the size of a cigarette pack.)

[sunschild57]

Unacceptable! Keep us posted on what happens.

[pitchinguy]

In this day & age, 2-3 weeks for something smaller than a cigarette pack from overseas?...OK, that's reasonable. 3-4 weeks?.........hmmm, a little hard to accept for something that small. 60 days....bull!! I'd be all over that too! Keep us posted.

[cruzeriley]

Well now I'm really confused. Today, (61 days after initial payment and 51 days after it was supposed to be shipped) my parcel arrived. The box measured 8"x8"x4" and inside was my signalminder on its display card measuring 7"x4"x2", a bit bigger than a cigarette pack. I have to admit that this is inside the 8 weeks (=56 days) after posting, but outside the 8 weeks since purchase. Anyway I feel that anything approaching 4 weeks is not good service.
Now the puzzling bit is......C.C. said it was coming USPS but instead it came Australia Post from Sydney. With no further shipping info from C.C. I can only assume that they hold back their international orders until they can fill a larger container and maybe send it by sea and then have an agent in Australia who then posts the packages on.
In this case the signalminder on its display card is still smaller than the gloves I got in 6 days from payment from D2Moto.
(D2Moto gloves...Shipping: USPS First Class Mail International (6-21 days) $11.99)
I still can't figure why C.C. didn't just ship it with USPS.

Well anyway now I can stop losing sleep over this and go out and fit the thing. I believe the Kisan signalminder might well just save my life because I'm forever forgetting to cancel my flashers and have had some close calls with cars coming out of side streets right across me because they thought I was making a turn....(my turn indicator warning light is on the speedo on top of the tank and out of my view while looking at the road.)

In closing I would recommend the signal minder to anyone who has ever forgotten to cancel, but unless you can get assurance from C.C. of a reasonable shipping time then buy it elsewhere.

Cruzeriley

[A-J]

I placed exactly one order with them long ago. I'm in the states. When it got to 2 weeks and I hadn't recevied anything (part was listed as "in stock" on their site) I emailed them. 3 days later I emailed again. And again 2 days after that. On the 4th email I told them they needed to do a refund. I ordered the same part form another supplier and had it inside a week.

But, as with any vendor, these 2 problems may be isolated incidents. I've read about issues with other vendors with whom I have not had a problem, so take it with a grain of salt.

[WhiteFox]

Good old Customer Service! Do ANY venders actually practice it any more, In a word, YES.

I purchase all my M/C parts over the net, and SO far anyways have never had a problem. I doubt that you will trust them again. I sure wouldn't.

[Gary - K7GLD]

No way would I wait 8 weeks for an item - in many cases, the riding season would be OVER before the item arrives!

Especially when the buyer is also dealing with and EBay or Paypal time limit to initiate a complaint...

Sounds to me like the outfit needs to get into another line of business...

Or start working for the government...

[Ozzybigs]

thats a bad time frame even for international shipping, I ordered a PC5 for my VN900 (Cant remember the company but I will find out) and it took 6 weeks via USPS, I called the company who i bought it off after 4 weeks and they told me they would chase the parcel up, AND THEY DID, Also this company called my mobil phone (an international call) on a daily basis to put me at ease that they hadnt forgoten me and they were on the job, turned out to be a delay on the item due to weather somewhere,
Sometimes its not the companies fault for postage delays but I believe they have the responsibility to ensure your item arrives at its destination, Not just posting it.