Ref: American Muscle, lost a customer here!

[RyanV]

Now, I AM aware that American Muscle is a site sponsor, and that is why I chose to purchase part(s) from them, however, my latest experience will likely be the last money I spend there. 1. While perusing their site for parts, I came upon a set of stainless exhaust hanger brackets, now the site alleges that these brackets are "required" to change your exhaust, and having had the car for a day or two, I was ordering what I "thought" would be necessary to change out my exhaust. "Applications: 2005-2010 Mustangs All V8 & V6 Required for 2005-2010 V6 with True Dual GT Cat Back Conversion Required for mid-2007 Axle-Back & Cat-Back Installation* * Sometime in 2007, Ford changed the style of exhaust hangers used to install the stock exhaust on the 2007 S197 Mustangs. They switched from a "rubber and steel" hanger design to an "all rubber" hanger, which will not work correctly with the after-market cat-back exhaust systems on the market today. Please visually check your exhaust to determine whether or not you need this optional rubber and steel hangar. " Now I hadn't had the car on a lift yet to look at it, but I trusted the site, BIG $70 mistake. I bought the hangers, and when a week later I took the car to my Dad's shop and starting unbolting the stock exhaust, I noticed that these hangers were not in fact "required" as reusing the stock hangers would work just fine. Now the car came from Michigan, and the underside looked like it had quite a bit of corrosion for a one year old vehicle, so I didn't mind too much changing these hanger brackets, EXCEPT, to actually replace the brackets I would have had to order TWO sets, come on AM, if you are going to misinform people, why not advise them there are 4 brackets under the car and sell them all four for no reason. Well, no big deal, I bought a car for 23,000, bought about 2,500 in aftermarket parts in the same week, installed them all, I'm not too unhappy with the little mixup with AM. I am looking at the rear of the vehicle a week or two later and I decide that on my Black GT, the tail lights are kind of "floating" back there. With the chrome looking GT emblem in the middle of the trunklid and all, maybe those little chrome finish trim pieces for the tail lights would look good there. I know what you're thinking, they are cheesy and I have never put any tape on accesories on any vehicle I've ever owned before but the customer images of these looked decent and I decided to try them, I can always remove them if they dont work out and I'm out 50$, no biggie. I order a set from AM, they arrive in two days, quick shipping, and when I get the box it looks like someone used it as a jackstand, or maybe a shield while storming Omaha beach in Normandy, you get the idea, the box was crushed, part inside was broken in several places, the part was in the box with no other items like paper, cardboard, peanuts, styrofoam, NADA, like they wanted this fragile little piece to break. So I go to American Muscle's site and read the following under frequently asked questions in the "Contact Us" portion regarding shipping damage, and I quote: "My order was damaged when I got it. What do I do? If you receive a product that was damaged, please call us immediately. Do not install the product on your car. We will determine whether or not it was shipping damage, and file a claim with UPS, if necessary. We will also ship you a replacement immediately." However, when I call them, I get less than the same information from the representative, who advises I can wait up to five business days for UPS to contact me and retrieve the box, then, once UPS decides if the damage to the box/part occured during shipping, will UPS credit American Muscle, who will, THEN, send me a new piece. WTF, why bother writing a policy, and posting it on your site when you don't honor it. Anyways, maybe that's what I get for ordering something such as fake chrome trim, but I learned a cheap lesson, $130 not to order anything of substance from American Muscle, lest a real "performance" part show up damaged, incorrect or whatever and then AM refuses to follow the policy that they created.

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[Nuke]

Frustrating for you, indeed. I've ordered a few things from them and all went well with one exception. I don't think much of their customer service reps but for the most part, I'd still use them under the right circumstances.

[onederful100]

you should have checked the hangers first before ordering, thats what AM said.

and what came of the damaged box? sounds like it was the shipping that did the damage.

[RyanV]

Yes,

It was the shipping, but they posted their policy, which was to ship a new part and they used the word immediately, not immediately after a bunch of BS that they have to sort out with UPS, if they don't want to follow their policy, then they should change it and take it off of thier website, right?

Most of my family runs small to medium size businesses and you dont post a policy on a website and then refuse to follow it, that is not a recipe for longevity.

[SirKnightTG]

That's kind of weird b/c I've received a damaged part from them before (UPS loves to play soccer with packages) and they sent out a replacement that same day. As a matter of fact, this has happened twice with them. It's always been great with them in my experience. Call again and you'll most likely talk to someone else who should do the right thing. The person you spoke with was probably confused about their policy.

[pascal]

Just don't order fog lights for a new edge from them, lol.
Pure POS.

The first picture is how it's supposed to fit, oops!

[badass84gt]

Ive ordered a ton or parts from AM and have never had any issues even with an item I recieved damaged. I think with alot of companys it come down to houw you approach the situation.

I know with me being in the motorcycle and auto industry for my entire life when I get someone that appears to be an asshole on the phone and freaking out over something that UPS/USPS damaged they will get the least attention, but yet when someong says "Hey I just got my parts or what ever and they area damaged" and is nice about it and not a dick Ill do everything I can to help them out. I guess to me knowing the business, my advice when you do get something messed up or a wrong part, dont be a dick!!! The company you bought it from (American Muscle in this case) doesnt write thge specs or install instructions on the part and they DONT OWN the shipping company!!

[RyanV]

Guys, I think you are missing the point,

I'm not expecting that UPS will never break an item during thier shipping process, OR, that a company representative will not make a mistake.

What I'm annoyed with is the fact that thier policy says one thing, and they DO make thier policy and have the right to publish and change it at will, but then they don't follow the policy.

In my line of work, not following Policy is a sure way to end up fired, sued, or on the front page of the Washington Post, but being a customer service rep for a company, shouldn't you know how to handle a commonplace occurence such as a damaged item? Forgive me if I'm wrong but wouldn't that be a common complaint, along with, say, they sent the wrong part/color, where's my order, etc.

I'm also not saying "hey everbody, don't buy from American Muscle", like others have after having bad experiences. I'm simply addressing an issue that I had in dealing with AM, and in the process, giving them some negative publicity as a sort of Karmic band aid for my frustration.

[Casey4s]

I have ordered a lot of stuff from American Muscle and have never had a problem in any way. I am indeed sorry to hear you are having such a tough time. Did you ask AM if they would take the hanger back?

As far as the shipping damage, waiting for UPS (or FedEx or anyone) to investigate before taking an action is standard proceedure.

I hope this all works out for you.

[Goldenpony]

I ordered some white face gauges from AM. Without hashing the whole thing out, I had an issue with them and their policy. After I complained, along with airing my grievance here, they did finally make things right. They're all right with me.