Ron Ayers Motorsports

Ordered part marked on sale. Was told pricing error and it had been fixed after my order but I had to pay full price or cancel order. On Friday evening (6/6/14) I placed an order for 5 fork seals. The fork seals were listed as on sale until 11/29/14. (The site listed other fork seals on sale for similar discount amounts so it didnt seem inconsistent or an error.) On Monday (6/9/14) I received an email stating: "Message from RonAyers.com on 6/9/2014 12:44:49 PM : Hi, The leakproof seal sets you have on your order have been mixed up with a much cheaper item in our database from the supplier. The actual correct selling price of this item is $11.61 per set. Please let me know if you would like to continue with any sets of fork seals at the correct pricing. We apologize for the pricing error from our supplier and have fixed the instance on the website. Thanks, RonAyers.com parts dept 800-888-3084 [redacted]@ronayers.com" I replied to that email asking if they would honor a quantity of 1 instead of 5 at the listed price. I was told that no quantity of the item could/would be honored. I then replied stating to cancel the order if they would not provide any sort of customer satisfaction exceptions. I got an email back apologizing for the price feed mistake from their vendor. Today (6/11/14) I checked the website and the product is STILL listed at the same price ($1.18) after being told the price feed had been fixed. This leads me to believe the item is a) not priced by Ronayers.com but is priced by the vendor via a direct feed b)the item actually is on sale and is the correct price but is not being honored.Desired SettlementI would like to order the parts at the advertised price. I have examples of similar pricing on other fork seals on their site. ($28.95 on sale for $8.30, $28.95 on sale for $8.02, $11.61 on sale for $1.18, $28.95 on sale for $6.02) Business Response /[redacted]/Contact Name and Title: [redacted] Sales ManagerContact Phone: XXX-XXX-XXXX Ext [redacted]Contact Email: [redacted]@ronayers.comHello,My Name is [redacted] with RonAyers.com. I am the mail order department sales manager. I corresponded via email with Mr. [redacted] and explained in detail the issue we were experiencing. Of course we all want to be mistake free. The pricing on our website is a huge responsibility (3 Million Part Numbers) and the actual dealer cost on all items comes from many many different vendors. In this case the $1.18 we had the ~$20 seal set listed for was a mistake. A much cheaper item had a similar part number and it's price was displayed in place of this item. This is a database issue and will take some time to fix. I immediately remedied the part number in question as stated in the emails from the customer in the complaint, but the hundreds of others that fit different machines than the one he is after will take some time for sure. In the meantime while we contract some database development time, I have set the pricing on all fork seals and wipers to MSRP and they will stay this way until we get to the bottom of the issue. We have stated in our FAQ section here: http://www.ronayers.com/FAQ.aspx that "Although we try our best to have an error-free website, nobody is perfect. We reserve the right to contact you and correct pricing or other errors prior to fulfilling your order". Mr. [redacted] was contacted prior to capturing the funds provided for payment or fulfilling his order. Unfortunately we can't proceed with an order with such a drastic difference in displayed pricing vs. actual dealer cost.I hope this helps better explain the database issue with pricing we are currently experiencing.If you have any questions, please feel free to contact me.Thanks for your time![redacted]@ronayers.comXXX-XXX-XXXX Ext [redacted]www.ronayers.com Consumer Response /[redacted]/The issue was briefly explained and it was also explained that it had been resolved in the same email. The site was NOT updated for at least a week after my order. Being told it was updated and then reflecting no change leads me to believe it was indeed the correct price. I understand managing a web store can be difficult. I currently work for an internet company that manages over 40,000 web stores for clients and I have personally dealt with escalated customers when I was working in customer service. I did what I could to make the customer happy since without the customer you have nothing. The motorcycle world is new to me and thus am a first time "customer" with ronayers.com as it was recommended by a friend for parts. I am not happy with my experience and will simply be taking my business elsewhere and making sure my friend knows not to trust anything listed "on sale" or price marked down if he chooses to continue his business with you. I will also make sure my other friends with bikes know that your prices cannot be trusted and not to waste their time with your site especially if they are in need of a part in a short time frame.