Maryland Speed LLC

December 15, 2014The Whom it May Concern,
The below issue has been resolved.
This customer placed their order Thursday 11/06/2014 for an [redacted] exhaust. On that date, we moved the order to processing status, and noted in the order comments that the part was shipping direct...

from the manufacturer and may take a few days. The customer contacted us on 11/10/2014 (Monday) which is two business days after the order was placed, asking for an ETA. We told him normally [redacted] orders ship in that period, but we would find out about the delay. He contacted us a few more times during the week asking for updates. We provided him the information we had regarding the delay, which was simply that the part was in process at the manufacturer. Manufacturers sometimes are not forthcoming with information even to us. While it may not have been the news he wanted, the reality is, we were waiting on the manufacturer to complete the system.Then Friday (11/14/2014), a week after placing his order, he asked the customer service manager to cancel it. She brought the issue to the owner, who found the exhaust in stock at a wholesaler (i.e. middle man). Normally we would not buy this line from a wholesaler because we lose money versus buying it from the manufacturer. Obviously exceptions can be made in situations like this outside of both us, and the customer's control. The owner then called the customer and shared we were willing to order it from this wholesaler (at much greater cost to us), and that it could ship within a business day. At this point the customer advised that they had bought the exhaust for a customer of his, and the customer was tired of waiting. The owner explained we really would like to keep the order, and we could get the system ordered shipped within a business day. We also could offer any other brand exhaust his customer wanted at some kind of a discount.
At this point, the customer said he would contact his customer, see what he wanted to do, and call us back. Later that afternoon, the customer called back and said his customer no longer wanted the order and he needed to cancel. He was told we would start the process of canceling the order. We had to cancel the original order with the manufacturer first and wait for confirmation. We did not want to refund money, and then have his order shipped after the fact. At the end of the call, the customer seemed understanding of the situation.
Because the customer cancelled late Friday the 14th, the cancellation request could not be sent to the manufacturer until Monday. By the time the manufacturer replied, and our customer service team processed the cancellation it was Wednesday the 19th. The refund still had to be processed by accounting, and was processed 11/24/2014, which is 3 business days after cancellation with the manufacturer was confirmed. This timing on the refund is well within accepted guidelines under applicable rules and better than most other mail order retailers offer. During this process, it was explained 11/18/2014 that we were waiting for the manufacturer to confirm cancellation, and that refunds take a few days to process. Basically we could not begin the cancellation process on our end until the manufacturer confirmed that they had cancelled and were not going to ship the part. We are very sorry this customer is unhappy, and apologize that the manufacturer did not have the part to ship in time. We did however process the refund in an acceptable time frame, and attempted to provide the customer with the best service possible.
Sincerely,
MarylandSpeed Customer Support Team