lotusgarage.com/british racing group - LotusTalk - The Lotus Cars Community
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post #1 of 20 (permalink) Old 04-06-2018, 08:04 AM Thread Starter
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lotusgarage.com/british racing group

First time on this website, and the inquiry about the "raised" lettering was fast -- leading me to purchase them. So Saturday (3/31/2018) I purchased via website. Shortly I received an order confirmation. No shipping information Monday, no Shipping information. So I e-mailed them on Tuesday, asking the shipping status. It is Friday, and still no response. I tried calling, but it only goes to the voice mail, using the operator and the "Lotusgarage.com/parts" option. I'm getting worried with the lack of communication. At least tell me that they're on order with an ETA. If an ETA is unavailable, then it is my prerogative to cancel the order. I'll give it to the end of the day before I cancel. And if they don't let me cancel, I'm going to my credit card company to dispute the charges. I get 1 day of no communication because you're busy. But 3 days? Also, the inquiry about the item was quick. Why would order status take so long?
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post #2 of 20 (permalink) Old 04-06-2018, 08:30 AM
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Thanks for the post. We responded to your FB inquiry about 10-15 minutes after your messaged us as we wanted to verify status.

The order was submitted on Tuesday when the warehouse reopened post holiday. They arrived yesterday and were shipped.

No messages were found on any voicemail extension so please contact us about where you left a message regarding the status of your order. If no voicemail message was left, we can't respond.

[UPDATE] We did find the email request. It somehow went to spam. We are addressing that issue now and apologize for not seeing it

Last edited by LotusGarage; 04-06-2018 at 08:38 AM.
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post #3 of 20 (permalink) Old 04-06-2018, 09:47 AM
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Originally Posted by LotusGarage View Post
Thanks for the post. We responded to your FB inquiry about 10-15 minutes after your messaged us as we wanted to verify status.

The order was submitted on Tuesday when the warehouse reopened post holiday. They arrived yesterday and were shipped.

No messages were found on any voicemail extension so please contact us about where you left a message regarding the status of your order. If no voicemail message was left, we can't respond.

[UPDATE] We did find the email request. It somehow went to spam. We are addressing that issue now and apologize for not seeing it
I havenít emailed or called to follow up. Any update on my tail light by chance?

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2016 BMW 328xi - Estoril Blue
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post #4 of 20 (permalink) Old 04-06-2018, 11:54 AM
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I havenít emailed or called to follow up. Any update on my tail light by chance?

Please send all inquiries to [email protected]. Please include your order number with the email. We would prefer to not start posting details of everyone's order on a public forum.

Thank you!
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post #5 of 20 (permalink) Old 04-06-2018, 08:29 PM Thread Starter
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Yes, I was taken care of! My e-mail was in their spam filter, so all good
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post #6 of 20 (permalink) Old 05-07-2018, 11:27 AM Thread Starter
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So I received my raised lettering, however, I almost ordered a rear lamp assembly from them about a month ago. And I've left them a couple of messages on their facebook, to which they usually respond, but now it's been over a week, and I haven't received anything from them. Are they still around? I'm getting to be a little worried.
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post #7 of 20 (permalink) Old 05-07-2018, 12:36 PM
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They are still around. Maybe they are busy or off?? I placed an order for an Evora tow hook back on 4/20, paid, got order received confirmation but nothing since. I have also sent two follow up emails asking for status and haven't received any replies. Not sure whats up lately but I've ordered from them before and they're pretty responsive.

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post #8 of 20 (permalink) Old 05-07-2018, 01:40 PM
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Everything I have ordered from them came directly from England

So, whatever the reason, that is what they do, which involves two delays

First is the postal delay, it is not 1-2 days shipping

Second is the 'We are not Americans' delay

Only Americans would have invented FedEx.

When you order something from the UK, and as it turns out most of the EU, 'We'll get that right out' means a very different thing than it does over here..

'
'We'll get that right out' means sometime this week we will send Ian, unless Ian is not in, in which case no one, to go look to see if we actually have that part on the shelf. If it isn't there, then Ian will tell Adrian to check to see if they can get the part. Repeat for whatever company they buy from.......

It isn't just England

I am trying to get a small part for my big German CNC, and it is not in stock in this country, and the are quoting 3-4 weeks. Now, if they had to make it, it would be 16 weeks, so, it is on the shelf, and it takes about 3-5 days usually to get it across the pond, so why does it take 3 weeks+ to get it out the door?

'we are not Americans'
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post #9 of 20 (permalink) Old 05-08-2018, 09:00 PM
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Yeah I understand the wait times. Heck the last thing I ordered from Lotus Garage was the passenger airbag cover for my Evora. That literally took 7-8 months to get. However Robert was very responsive and let me know it would take some time and always reponded to my bi-monthly emails asking for status.

This time around... @LotusGarage not so much. I have sent 3 emails since I ordered on 4/20. Dead silence and not a peep from them. Kind of dissatisfied with the order at this point and thinking of cancelling. I'll try to phone them tomorrow but I really shouldn't have to chase them down like this. I understand, niche car and long leadtimes....have owned Lotus cars for a decade now and know it takes some time for parts. I'm pretty easy to please....just would like responses to my emails and order status. It's not like I am bombarding them daily. I've sent 3 request for updates since the April 20th.

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post #10 of 20 (permalink) Old 06-19-2018, 08:52 AM
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Also in the same boat ordered parts on 5/25 got a confirmation, they responded to one of my emails a week after my confirmation saying the parts will ship out the following Tuesday... well 2 emails and many calls later and still haven't gotten in touch or a shipping confirmation.
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post #11 of 20 (permalink) Old 06-27-2018, 07:53 PM
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I ordered touch-up paint last Thursday only because i was told it would ship out in time for me to receive this coming Friday. Hasn't shipped yet. No response from email and called today and no one answered.

** save ~10 lbs gain 1 hp ** EQ: Y=(190*X) / (1984-X) where Y is (HP) and X is (lbs)

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post #12 of 20 (permalink) Old 06-29-2018, 09:31 PM
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UPDATE: I received the touch up paint yesterday. Was a surprise since there was no notification of shipping and didn't hear from them M-W.

** save ~10 lbs gain 1 hp ** EQ: Y=(190*X) / (1984-X) where Y is (HP) and X is (lbs)

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post #13 of 20 (permalink) Old 01-15-2019, 10:34 AM
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I ordered some rear clam letters from them 1 month back, no tracking number as of today.

I don't think it's a shipping cost problem as somebody mentioned above, I order Land Rover parts from British vendors regularly shipping charge was not considered expensive, but their packages arrived within 5 days via DHL (yes that's faster than some US continental shipping)

Lotus Garage charged $20 for shipping some decals, and it took a month to fulfill the order? Com'mon they are some stickers.
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post #14 of 20 (permalink) Old 01-15-2019, 01:37 PM
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I ordered some rear clam letters from them 1 month back, no tracking number as of today.

I don't think it's a shipping cost problem as somebody mentioned above, I order Land Rover parts from British vendors regularly shipping charge was not considered expensive, but their packages arrived within 5 days via DHL (yes that's faster than some US continental shipping)

Lotus Garage charged $20 for shipping some decals, and it took a month to fulfill the order? Com'mon they are some stickers.
Thanks for the post.

I'm not sure what your order number is. If you can email us, that would be great. Chances are if they were being sent from the UK because we didn't have them in stock, they may have gotten held up by the factory closure which saw nothing leave the factory from mid December until last week. We are just getting shipments in now to the UK warehouse for several weeks worth of submissions and they are being sorted now.
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post #15 of 20 (permalink) Old 01-31-2019, 10:27 AM
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Thanks for the post.

I'm not sure what your order number is. If you can email us, that would be great. Chances are if they were being sent from the UK because we didn't have them in stock, they may have gotten held up by the factory closure which saw nothing leave the factory from mid December until last week. We are just getting shipments in now to the UK warehouse for several weeks worth of submissions and they are being sorted now.

Haven't got the tracking number as of today, I've sent multiple emails asking for a ETA or tracking number. This was my first time but also the last time ordering from you guys.
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post #16 of 20 (permalink) Old 02-01-2019, 06:12 AM
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Haven't got the tracking number as of today, I've sent multiple emails asking for a ETA or tracking number. This was my first time but also the last time ordering from you guys.
Rebecca was out wit the flu for over a week so I apologize if she didn't get back to you. Please email us today at [email protected] and someone will be back to you with a status update within 1 business day. Depending on the order, we have to wait for updates from the UK

We are also finally getting our orders that were placed from mid December into January. During this time Lotus was closed for the holidays and we had no incoming shipments. They resumed about 1 1/2 weeks ago and a lot of items that were on hold are now moving again.
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post #17 of 20 (permalink) Old 02-01-2019, 08:46 AM
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I must say that I have had good service from BRG, they even helped track down a warranty part that my dealer had ordered and didn't seem to know that it had been delivered to them already.

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post #18 of 20 (permalink) Old 02-20-2019, 03:55 PM
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UPDATE: I ordered some decals and stickers 12/16/2018, and as of today 2/20/2019 nothing was sent to me, no tracking number, no any proof of the parts being ordered or delivered.

I asked for a refund without responses. So I had to file a dispute with my credit card. Please avoid this vendor.

Here are some responses after my multiple inquires: this is beyond what I could expect from any vendor.

12/18/2018:
"Thank you for your order yesterday. The order was forwarded to Lotus for fulfillment in the morning when we opened and they expect to have them shipped later this week. We were not alerted of any backorders."

12/27/2018

"Sorry for the delay in responding but it’s been difficult to get updates from the factory in the UK as they are closed for the holidays. It appears they invoiced us which means that the shipment was processed but until we can talk to someone on the 3rd, I can’t get any further update. It may just be held up in the holiday mail."

1/8/2019
"Lotus was closed the last 2 weeks of December and only started shipping parts again yesterday. We are waiting for tracking information on your order but expect it in the next day or so. Rebecca is out with the flu but expected to return tomorrow."

1/22/2019
"I apologize for the drop in communication.

The parts arrived this morning at the warehouse and they are unpacking them for shipping. They were supposed to ship before the factory break but didn’t. Out first shipment from the factory post closure was the middle of last week which only arrived today."

2/20/2019
Nothing received, dispute filed.
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post #19 of 20 (permalink) Old 02-20-2019, 04:43 PM
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Quote:
Originally Posted by redbadge View Post
UPDATE: I ordered some decals and stickers 12/16/2018, and as of today 2/20/2019 nothing was sent to me, no tracking number, no any proof of the parts being ordered or delivered.

I asked for a refund without responses. So I had to file a dispute with my credit card. Please avoid this vendor.

Here are some responses after my multiple inquires: this is beyond what I could expect from any vendor.

12/18/2018:
"Thank you for your order yesterday. The order was forwarded to Lotus for fulfillment in the morning when we opened and they expect to have them shipped later this week. We were not alerted of any backorders."

12/27/2018

"Sorry for the delay in responding but itís been difficult to get updates from the factory in the UK as they are closed for the holidays. It appears they invoiced us which means that the shipment was processed but until we can talk to someone on the 3rd, I canít get any further update. It may just be held up in the holiday mail."

1/8/2019
"Lotus was closed the last 2 weeks of December and only started shipping parts again yesterday. We are waiting for tracking information on your order but expect it in the next day or so. Rebecca is out with the flu but expected to return tomorrow."

1/22/2019
"I apologize for the drop in communication.

The parts arrived this morning at the warehouse and they are unpacking them for shipping. They were supposed to ship before the factory break but didnít. Out first shipment from the factory post closure was the middle of last week which only arrived today."

2/20/2019
Nothing received, dispute filed.
I too placed an order with them almost a month ago and have had no shipment notification. Haven't tried getting in touch with them, that'll be my next step. Hope it goes better than your experience!
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post #20 of 20 (permalink) Old 03-15-2019, 02:27 PM
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This forum has terminated their relationship with BritishRacingGroup/LotusGarage. Any and all disputes will need to be addressed with the vendor directly.

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