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Negative – AmericanMuscle.com


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Old 09-21-2017, 07:50 PM   #1 (permalink)
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Default Negative – AmericanMuscle.com
Beware of the American Muscle website & their customer service. Do a quick search on their reviews and you will find plenty of examples of people facing similar problems.

1. They don’t actually have product in stock even if the website states it
2. They don’t honor their guaranteed shipping
3. Once an order is placed getting your money back because they can’t fulfill the order is impossible.
4. They may attempt to credit your AmericanMuscle.com account instead of actually sending you your money back.
5. Customer service is useless

I attempted to order a Black Horse Atlas roll bar for my truck. Black Horse off road is really bad at actually keeping inventory of their own products. When I saw that American Muscle had the Roll bar in stock I immediately called up the Customer support number. I wanted to confirm that 1. that actually had the item in stock & 2. Could they actually ship it for next day shipping? I was assured that they had it in stock, Guy even took a little time to check, and I placed the order over the phone with their guaranteed 1 day shipping.

I ordered on a Monday around 10 am, according to AM, the roll bar would ship Tuesday and arrive Wednesday.

Tuesday came along and not tracking info. Wednesday morning, still no tracking info. WTF is going on.

I use AM’s chat feature and try and get an update while at work.
Now all of a sudden Guaranteed 1 day shipping is not an option because this item is in their “Satellite warehouse”. I asked and they tell me it is an AM “satellite warehouse” and not the supplier. So I ask for an update. Now they can’t get me an update on tracking information or if it even shipped. They have to put in a request to the warehouse. Warehouse can take 24-48 hrs to respond. On top of that, anything shipping from the “satellite warehouse” cannot have guaranteed shipping. So she credits me the shipping and puts in a request to the warehouse.
Now I thought I would get the shipping back on my card. NOPE. They gave me a AM credit for the website.

Later that day, about 8 hrs later I chat again to get an update. I figured, a couple of hours would be more than enough to get an update if the “Satellite Warehouse” if in fact it’s AM’s. Again, no update. They cant do anything. It has been more than 48 hrs since the order was received and no tracking info & more than enough time for the warehouse to reply. I was told I would have to wait till the morning.

At this point I was fed up. Day 3 and no tracking info and no possibility to get an ETA. So I ask them to cancel the order and refund my money. All of a sudden that is not possible. Since the item was supposed to ship on Tuesday, they cannot cancel the order or start the refund process until the warehouse confirm the cancellation. WTF. So they cant provide me tracking information and now they can’t cancel the order because it should have shipped? They put in a request and tell me 24 hrs to get a response and start the cancellation process. But if the order shipped, they cannot cancel.

Ok so I wait to the next day, Thursday now, and I wait towards the end of the business day to get an update. This time I call in. I ask: Am I getting a tracking number today or can I get my money back. YET again we are waiting on the “satellite warehouse”. Still no tracking info after 4 days and no cancellation after 24 hrs. We have to wait for the “satellite warehouse”.

The whole process has just been awful. It’s not uncommon for retailers not have items in stock and order directly from suppliers as orders come in. But AmericanMuscle.com states they had it in stock. I even confirmed over the phone. Even after calling out this item is incorrectly listed, their website it still shows quick shipping & in stock. Customer service offers no help. There is no supervisor or anyone to escalate to and they don’t have ANY capabilities to actually help. Now I have to get my bank to go after them for not fulfilling the order. Complete nightmare.




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Old 09-21-2017, 09:33 PM   #2 (permalink)
 
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Even if it did ship, they can have the product return to sender before it even arrives to its original destination so no idea why they couldn't cancel it even if it did ship out.

Good luck with your credit card company but they should be able to take care of you.


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Old 09-21-2017, 09:41 PM   #3 (permalink)
 
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I personally have no clue who American muscle is....But sounds like you got yourself in a jam. Hope it works out, keep us posted.


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Old 09-22-2017, 09:48 PM   #4 (permalink)
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Update, Now on Day 5, I finally got to cancel the order. But not till after I called in again and made a big fuss. 5 days and still no tracking info but at least this time I was able to cancel. They did not offer any explanation and they could not confirm if they had any intention of shipping. The website still shows the item available with guaranteed shipping.

On a whim, I decided to call Black Horse Off Road to see if they had any in stock. I was shocked to find out that Black Horse Off road is no longer shipping the Atlas Roll bar due to a lot of fitment issues. The Roll bar is going back to design & won't be available for a couple of months.

Took me 2 minutes to get no the phone with Black Horse Off road and get an update. I have no clue why AmericanMuscle.com needed 5 days. I guess a dodged some major issues on this one. But at the end of the day, AmericalMuscle.com does not act like a reputable retailer & has awful customer service that is bogged down in useless process for lazy people that cant pickup a phone with the "warehouse" to get an update in less than 5 minutes.
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Old 10-11-2017, 01:17 PM   #5 (permalink)
 
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Sounds like they were shipping from a distributors stock... when you called they probably checked the distributor for stock status and placed the order with them. That's why there was a 24-48 hour delay in getting any tracking/updates.

That's my guess, as a vendor. We don't stock a lot of the off-brands we sell, only stocking what moves constantly. BUT we can always check live inventory and we always tell folks if it's coming from distribution, manufacturer or our own warehouse.

I know they are a huge online store so chances are they do a LOT of drop shipping. It saves us (vendors) a ton of money in freight as we only pay for shipping once rather then shipping to OUR warehouses then to customers.

But still, they should have gotten back to you right away... that sucks


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Old 10-11-2017, 01:24 PM   #6 (permalink)
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Originally Posted by 4x4TruckLEDs.com View Post
Sounds like they were shipping from a distributors stock... when you called they probably checked the distributor for stock status and placed the order with them. That's why there was a 24-48 hour delay in getting any tracking/updates.

That's my guess, as a vendor. We don't stock a lot of the off-brands we sell, only stocking what moves constantly. BUT we can always check live inventory and we always tell folks if it's coming from distribution, manufacturer or our own warehouse.

I know they are a huge online store so chances are they do a LOT of drop shipping. It saves us (vendors) a ton of money in freight as we only pay for shipping once rather then shipping to OUR warehouses then to customers.

But still, they should have gotten back to you right away... that sucks


I asked if this was from a distributor or the manufacturer. Over and over they said it was one of their own satellite warehouses.

I would have been ok with the shipment taking longer if they set the expectation from the start. But here they confirmed over the phone the part was in stock and next day shipping was available. Even today a couple of weeks later after knowing the manufacturer has stopped shipping due to figment issues, AM still has the part listed as in stock with next day guaranteed shipping. Neither is possible. All other website are out of stock because the manufacturer took this part back to design.


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