TWMPerformance - Get a Clue...

[cobrabyte]

TL;DR: @TWMPerformance misrepresents their stock and cannot handle cancelled orders like a business should.

Long version:

I stumbled upon TWMPerformance's group buy for their short shifter. The deal was decent enough but I didn't want to wait for the group buy to finish before ordering so I saw a post from the guy at TWM Performance saying "order it on our website if you need it sooner."

So, I went to www.twmperformance.com and put my order in.

A couple days go by and I hadn't heard anything back. I sent a request for tracking information so I could at least have an inkling about when it was going to arrive. That's when I was informed that the product is 3-4 weeks away from being ready to ship.

What? 3-4 weeks? The product page says "Get Your COMPLETE Short Shifter Kit TODAY by picking up our Short Shifter" and there's nothing on that page to imply that it's a pre-order situation.

In any case, this is easy enough to remedy, right? Just cancel my order and request a refund. I'll take that money and purchase a Kartboy short shifter that's in-stock and shipping today.

3 emails and 2 phone calls later, I'm told that my refund will be processed at the end of the month. Yep, 17 days from today, I should expect a refund. For a product that's not even in production, little less has it shipped.

Call me crazy, but issuing refunds to your customer should not take 17 days. It shouldn't take 2 days. I've run enough online business to know that it's just a button in the interface: cancel order/refund money.

So, here I sit. No short shifter and no way to get my money back from TWM Performance until later this month. I've called my bank to get them to speed up the process but I shouldn't have had to do that.

[blkwrxwag]

I was going to buy their short shifter, but after horrible customer service with their Competition Shift knobs, I decided to buy from Kartboy instead.

They forgot about my order for a week, and then after I emailed and called about it, they sent it slow shipping which pissed me off.

I also felt that their post for the Competition knob was misleading. THEY ARE HERE - ORDER YOURS TODAY and in smaller print -"Sign up for pre-order". Turns out they were weeks away.

[Dave-ROR]

@TWMPerformance: Explain your side of the story. This subforum is open to both sides of the arguement, if you feel that there is bad information contained in the post please feel free to counter it.

[JPxM0Dz]

According to their website the product availability is "In Production", not sure if that has always been their online staus ?

Refunds don't take that long, their probably hoping to have the shifter ready before they have to issue anyone a refund.

Hopefully they resolve this with you and others before they seal their current GB fate

http://www.twmperformance.com/shorts...rtshifters.htm

[feldy]

Can always do a paypal or credit card dispute.

[sanmarcosfrs]

So glad I just saw this... I was on the fence about this or the Kartboy. Kartboy it is.

[cobrabyte]

Just to be clear, I wasn't hoping to lambast TWMPerformance with my post. Just getting the information out for others to make their own judgements.

I've contacted my bank regarding this purchase and they're on the case. Was hoping I wouldn't have to take that route but monthly refund cycle is just plain wrong. Now it's going to wind up costing TWMPerformance in chargeback costs and ding their credit card processing relationship.

If TWMPerformance does rethink their refund procedure and refunds my money, I'll update my original post.

[OrbitalEllipses]

Buy a Kartboy shortshifter, they were just released! Several of our forum vendors carry them. @Turn in Concepts and @RallySport Direct come to mind as well as everyone's favorite @Jason@Nameless.

I'd go Kartboy before I went with anything else.

[FT-86 SpeedFactory]

TWM makes great parts, wish they were on the ball here.

As mentioned Kartboy is also available.

[Lee358]

These guys worked around every question i asked on there thread. Anything to not answer the questions of if they will rattle (were they tested on more then one car), and i asked what is the turn around time (when will they ship) they didnt answer either..


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[wootwoot]

Man.... I wanted to like their product so much.... Anyone PM them to see if they want to respond?

[THEmailman]

Sorry to hear about your experience and while TWM might have some blame in issuing you the refund initially, it is really not their fault in how long it takes to get a refund. You might have been involved in enough online businesses, but I work in the online banking industry, I deal with this all day long.

Short version: Most businesses and banks go through third parties for processing CC/debit card funding and the bank or business has little control over how long it takes for funds to move or be refunded, past them initiating the initial refund. These third party processors have their own time-frame for collecting and disbursing funds, so 2-4 weeks is not uncommon for what happened. Funds, especially CC/debit card, never move in single transactions and are always processed in large batches which get credited back to banks, who then have to manually move the funds back where they belong.

So anyways, it is more than likely that TWM is saying so long for a refund to cover the whole length of the process for getting the money back in your account/card. It really depends on who they use for these types of funding.

[post_break]

Originally Posted by THEmailman

So anyways, it is more than likely that TWM is saying so long for a refund to cover the whole length of the process for getting the money back in your account/card.

Originally Posted by Cobrabyte

I'm told that my refund will be processed at the end of the month.

Yeah they said they would process it at the end of the month, not that it would take until then to get the money back. And I've never had a company refund my money days, or weeks after I call. They do it on the spot. Even small companies.

[THEmailman]

Ah, well that sucks then. good luck.