It doesn't matter how many calls or emails you give this man, he always has an excuse to delay the problem. Sean and DSG is the master of delaying tactics. I'm sick and tired of excuses every time we talk so I want my money back and amazingly he has another excuse. I'm blown away by his actions, I could not believe DSG got good reviews.

I have dealt with plenty of companies like rallysportdirect.com, maperformance, etc and they have very good customer service. One company I can compare with DSG based on my experience is lancershop.com

Never will I buy again from them.

 

I unfortunately didn't see this was posted or I would have definitely chimed in sooner. Since there are two separate situations I will address them individually to best keep things organized and in an attempt to help everybody out as best as possible.




Sean

 

While of course everyone is entitled to their own views and opinions, this is not an accurate depiction of our transaction by any means.
You ordered an item which was not in inventory and was out of stock, of which you were informed and provided a very rough ETA in our earlier conversations and of which you acknowledged and thanked me for March 17th. I explained that due to the strikes at the port of LA which were an ongoing issue, that customs may take longer than usual for them to clear the items through which is a problem that many vendors went through and that we'd let you know as soon was it cleared port and was ready to ship. I also mentioned at this time that the item is a special order, of which you made no mention of this being an issue for you in any way.

I understand that there may have been misunderstandings on that regard, which is totally fair as our website did not properly state it on the product description and for this I am more than willing to work with you on a resolution as I was trying to in our emails. As someone else pointed out, it is on our other special order products so it is an oversight on our IT team which we'll get resolved and I appreciate it being brought to our attention. You did not however mention anything of this being an issue when it was mentioned in March, only when you emailed me around mid April that you "Wanted to go another route" and I reminded you that I mentioned this was a special order item did any issues come up and did things change. I did also provide you with an ETA of roughly the 29th for the product to be landed in the USA, I am currently awaiting confirmation from Chargespeed to let me know if it landed on time or not. Since they are in Cali, they've only been open for a short bit today so I should hear back by this afternoon.

I have solely two emails that were not replied immediately to, which unfortunately does happen from time to time but again of which I did apologize. While we try to get to all emails within 24 hours, for a variety of reasons there are periods where it can be a bit longer. We are working on hiring new staff to match our ever increasing volume of inquiries. Your original PayPal dispute was due to the fact that I was attempting to communicate with you primarily via phone, of which turned out to be difficult due to your late work hours. We arranged that we would maintain email only communication and came to what I would consider a more than amicable resolution and you were okay to wait for it to come in. I have record of all our emails as well as the voicemails you left when returning my calls to you.


Once more as I stated within all my emails, I do apologize for any misunderstandings or confusion but I have made every attempt to be as clear and forthcoming as possible with you. I have treated you with respect and every email response was thorough and detailed, as it is to all my customers and is probably one of the #1 reasons why we are so well reviewed. I can't always help if there is a small delay in a reply despite our best efforts, that at a time or another will happen to any vendor period. I do however always treat every customer extremely well, and try to be as open as possible regarding any situation. With the exception of the one instance of which I did apologize, your emails were replied to within the day (sometimes within a few hours) and I also left you multiple voicemails over the course of our transaction.



As I said before I am happy to continue communication, I am here to help in any way that I can. You can reach me at 1-866-609-3741 ext 101 or by email at sean@dsgperformance.com as you are aware. I know from your own words you work odd hours, often through the night and thus sleep during the day so if you call and it is late, please leave a voicemail and I will happily reach out to you after hours on exception just let me know what time is good.

 

There's a pattern and it is very strong, I just want my refund.

 

eeeeevo45, I honestly don't understand what the issue is in your situation. You contacted me to inform me that you were having installation issues and believed your Pillar was too large for the car. This is something that is very out of the ordinary, and there are steps that have to be taken in order to resolve it. Since we utilize original Mitsubishi Pillars for our production, it makes it extremely unlikely of a size issue. We do not use any heat whatsoever during the manufacturing process, so there is no chance of warping either. I am aware that there are other manufacturers who do it slightly differently, but in our case we do not use any heat whatsoever. You keep mentioning that I am "making excuses" in both our emails as well as here, but all I have done is A) Ask for Pictures of which you provided, B) Speak with the shop you had attempted to install it at and then C) Told you to send it back to us for inspection which where we would offer you a replacement or a credit for another item as your own request.

With the exception of a one week period which coincides directly with Chance575's delayed replies as well where unfortunately I was unable to get back in as timely a manner as I typically do, you received a reply within about 1 business day or less and often the same day. I did apologize for the delay and contacted your shop as the soonest possible time.

You did send us back the Pillar on the 11th, you told me on the 12th. I contacted you on the 16th to let you know that we still did not receive the Pillar and would update you when we did. This is where things got a bit crazy, as you sent me a copy of the tracking # which showed the package was delivered on the 14th. I thought perhaps it was at the post office, so I went to check and they did not have it either. I informed you of the latest, and told you I would check with our neighbouring offices and try to find it for you and would keep you updated. Unfortunately you did not request signature required on the package, so they were able to drop it anywhere they wanted as the post office tends to do.

Your response to this was that " I am making excuses". I dont know what motivation I would have to lie about not receiving the Pillar, or why you would think that I was. You are our customer, and you made a purchase with us which to me and my staff is a very important deal. We take every customer order big or small very seriously and treat everyone with equal respect. Again I dont know what motivation you believe I would have to lie about not receiving the Pillar, but I could not take steps to inspect the unit and reimburse you without first having it. In any case, even if we never got it, USPS would pay out for the value and you'd be reimbursed for the lost item so it makes zero play on the outcome for your resolution. We are a very well respected and well known company, we have little gain from stealing from our customers. Besides being morally incorrect, we wouldn't be in business very long if that were our practices. Especially for a sum of around $280.


I understand that after the wait for the Pillar, only to have 'fitment issues' the situation could become frustrating for you and I totally respect that. Unfortunately I cannot simply refund no questions asked without even having the product back in our hands.That being said, I in no way told you that we would not help with the Pillar, nor that we would not provide an exchange or refund. I happily said to send it back, and once we get it in hand we'll handle your credit or exchange at that point and just require a little patience for us to receive it and go from there.


Fortunately we did receive it this morning, as I explained in my earlier email to you it was in fact delivered to one of our neighbouring offices and I'm happy we were able to track it down. There isn't a single person on this forum who hasn't had USPS drop a package off at their neighbours, in a bush or behind their house or some other crazy scenario if the signature wasn't requested on the package. I have your Pillar now sitting on my desk, and will be following up with you again in a little bit by email as I said I would and we can more than happily take care of that credit for you as I promised I would or a swap for the Whiteline/ETS pieces like we discussed and I can ship them the same day.


You will receive another email from me in a short bit as a follow up to my earlier one from today so we can close this out. As for the Pillar, at visual inspection it looks fine but I have my Evo downstairs that I will do a test fit in to see what is up with this bad boy.


Sean

 

Now that you have the pillar, refund my money back. Sean I want my money back, I don't want to deal anymore anything from you or DSG.
And please don't tell me this is the first time, there is a case same as this in the other forum that was closed not sure why. Maybe you are friends with the moderators there. Same problem with the fitment and also there are cracks around the cups.

Again I want a refund of my money and not an exchange. I hope that is very clear from you.

 

I had an issue with dsg also with the a pillar pods. I placed an order and was told I was on a waitlist. This was roughly 2 years ago when they first started producing them I believe. I didn't receive any updates for 2 months even after repeated emails. Finally as soon as I filed a paypal dispute, Sean promptly emailed me. He tried to also talk me out of closing the dispute but I stood my ground and paypal fully reimbursed me every penny. Sorry this happened to you.

 

I have dealt with DSG twice and twice there were major problems with lengthy postage times, hidden expenses, and a lot of excuses.

It took 8-9 months for them to send 10 A-pillars to Australia, then when they were finally ready to ship they wanted $150-$200 each for postage and ended up one of the customers having to receive the whole order and redistribute the items themselves.

The 2nd time was through another website and they delayed and delayed, promised free merchandise that never came. Then when the shipment was posted they didn't send it properly and we had to pay more to customs and the shipping yard because the correct paperwork wasn't sent to customs.

I had to pay out of my own pocket $1000 to Australian customs to avoid extra storage fees to get our club members items. They had been stuck in customs for over a week.

The club had to negotiate with DSG to have that money reimbursed. But all of us had to pay more to receive the items due to the shipping issues after DSG had received our money.

It was a very distressful and drawn out experience that involved a lot of people having to make extra efforts just to receive items that they had paid for. Every one of the customers abided by the conditions set by DSG but after they had received their up front payment they were hard to contact and not a single thing they promised they would do actually eventuated.

 

i often wonder if port strikes really happen as often as some companies claim. I havn't had single thing come from japan that wasn't delayed due to "strikes". Though i'm sure they certainly do happen, i've been hearing it too much to take it for face value. And this is from multiple companies.

 

We didn't all get together to make a big ruse lol

Here are some things from a quick oogle bud, insane delays. It's been a parking lot for months: http://fellowshipoftheminds.com/2015...orkers-strike/ http://www.breitbart.com/california/...g-beach-ports/

There was a point that there were so many boats out there not getting unloaded that crews were running out of supplies and fuel absolutely crazy!