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Reviews
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Views
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Date of last review
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8
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4062
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Recommended By
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Average Price
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Average Rating
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63% of reviewers
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$2,000.00
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4.3
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Description:
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Restoration Parts
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Author
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Neal Wright
Senior Tech Team
Registered: October 2000
Location: IN / OH border
Posts: 1102
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Review Date:
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Would you recommend the product? No |
Price you paid?: None indicated
| Rating: 3
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Pros:
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Common source for high quality items
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Cons:
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Poors sales staff, poor internet store, incomprehinsible shipping policy
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Summary … no I wasn’t pleased by service. Rude sales person and un-comprehensible shipping cost. Explanation below:
Placed order #45918 online on 7/15/08. Chose Ground Up because of their association with TC, and stocking both Metro SuperSoft & PUI WeatherFelts.
First trouble is their online store is horrible. I wanted to add a door hinge roller detent kit. Had their catalog and item p/n in front of me. I searched everyway I could find (part number, description, category) and no way could I get this part. Ended up ordering detent kit from NPD. Prices in general were fair on other items though.
The real trouble came (I think, I’m still confused) in their shipping policy. I knew when ordering it was a bad sign that the same page that advertised free standard shipping on orders over $250 … also had a standard shipping estimation chart (http://www.ss396.com/shipping_costs.htm), showing:
Orders $200-$300, $32.95
Orders $300-$400, $36.95
Orders $400-$500, $42.95 (it keeps going).
I proceeded, figuring that at the end of the transaction … they would have to confirm my final credit card payment amount. At the end of the online shopping, I get the sum of my parts total ($250.45) … A line “Shipping: *Shipping Charges Not Included: $0.00” … A line “Sales Tax: $0.00” … A line “Total: $250.45”. I agree to this, as this was the sum of parts total with what I thought was showing Free Shipping.
On 7/16, I receive an e-mail confirmation showing the same.
Night 7/16, I try balancing my checkbook to find card has been debited for $265. I reply-back my previous e-mail confirmation on 7/17. Understand that the $15, I’d write off … but have a real issue with my credit card being charged an arbitrary number I didn’t agree to.
On 7/17, I also call (since rumors have been of slow responses). Guy who picks up isn’t nice:-) Explains that my shopping total was actually $242, and that my card was charged $23 shipping. I inquired about the $250.45 total, and which parts weren’t ordered? Sales guy explains that I wouldn’t have been eligible for Free Shipping anyhow since WindowFelt kits ship oversize … and catalog does not designate WindowFelts oversize (nor does any other vender’s catalog). But he insisted order was out, and I was going to get billed $265.
That night, when I got home … got my notes in front of me, and called again. This time I spoke with Mike, who was extremely nice!!! Mike explains that my shopping total is now $240 (?) … we read off the list of items, and everything is on there. He will credit my card to reflect Free Shipping and $240 total bill.
On 7/18, I receive a response to my e-mail on 7/17 … that my credit card will now be billed the original $250.45. I’m thinking Mike, and whoever sent the e-mail response haven’t communicated … but I’m absolutely great with a $250.45 total.
So, now … I’ll give it another week and see how much my credit card is billed, as after the past few days I don’t think I know? I applaud Mike; he was excellent to deal with. The first guy was an absolute jerk, and the shipping policy is way overpriced, and completely un-comprehensible. The details are too long to go into my first experience with Ground Up (but they follow a similar trend) … at that time, the excuses were moving to a new facility (5-6yrs ago). Second experience with them now, and I’m done.
Thanks, Neal
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trmnatr
Team Member 
Registered: November 2007
Location: Maryland
Posts: 7944
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Racing
Lifetime Premium Member
Registered: November 2005
Location: Liberal, Kansas
Posts: 3267
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Review Date:
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Would you recommend the product? Yes |
Price you paid?: None indicated
| Rating: 9
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Pros:
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Never had an item backordered, I got what I expected
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Cons:
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Online ordering not as good a phone ordering
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Salesmen were always helpful and answered my question in detail. On the first order I mentioned being a TC member and received discounts. Subsequent orders salesperson mentioned being a TC member before I did and applied appropriate discounts.
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Dan
Dan's 70 Chevelle
Spencer's 72 Chevelle
Another American choosing not to participate in the recession.
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SixActual
Lifetime Premium Member
Registered: February 2008
Location: The "Right" Coast-USA
Posts: 2316
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Review Date:
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Would you recommend the product? Yes |
Price you paid?: None indicated
| Rating: 3
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Pros:
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Decent products and fast delivery
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Cons:
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Very poor and rude salesmanship
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Except for one time, everytime I call it seems that the salesperson is annoyed at me for calling, and they rush through my order never taking the time to treat me as a customer.
I provide the part number and they never respond with the name of the part. All they say is "Next," and at the end of the call they never tell me the total cost of my order, so I always have to ask.
In one instance, at the beginning of the call I informed the salesman I was a TC member, but he never once asked me for my member number, nor did I recieve the member discount. As I mentioned above, he was just another person who just wanted to take my order and get off the phone as soon possible.
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Some people spend an entire lifetime wondering if they made a difference. The Marines don't have that problem. - President Ronald Reagan, 1985
TC #4437
Sum Ergo Cogito —
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rcr81
Registered: August 2008
Location: ohio
Posts: 4
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Review Date:
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Would you recommend the product? Yes |
Price you paid?: None indicated
| Rating: 5
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Pros:
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Fast shipping
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Cons:
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poor customer service
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I placed my first order with them because they sponsor this site, shipping was fast products were ok ( ordered a console kit wasnt real happy with that but they just resell them so I cant hold that against them I guess ) but where the problems come in is with the shifter install kit. It had the wrong reverse arm in the kit, now that isnt thier fault either however the process to return and get credit for it was. I called them and tried to get an exchange for the reverse arm but no I had to send the whole kit back, well I had just spent about 4 hrs installing this thing ( my first shifter install give me some slack ) and I really didnt feel like taking it all back off and starting over when the new one came. So the alternative was to buy a new shifter kit and take out the reverse arm and put the bad one in that and return it. That has cost me about 30 bucks in shipping so far but the real problem is it's been a month since this happened and I still dont have my refund, everytime I call the girl that handles returns is unavailable, I was told 2 weeks ago my refund was due to be taken care of in 2 days...nothing. I was ok with everything up untill this happened now I would hate to buy anything else from them in case there is an issue cause you cant return it.
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brooksman9
Tech Team
Registered: January 2009
Location: Olive Branch, MS
Posts: 43
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Review Date:
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Would you recommend the product? No |
Price you paid?: None indicated
| Rating: 1
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My initial Ground Up experience was one of indecision. I recently ordered a power disc conversion kit and a complete front suspension rebuild package. As stated above, shiping was outragous. $150 for all the above. What was not clear in their adds was that you need the corresponding brake line kit for it all to match up. So another week of waiting for that to ship. They were kind enough to let me have it at the discounted price as if I had purchased it along with the brake kit. When the kit arrived it contained one incorrect piece. Had to wait another week for it to be shipped from their supplier. Finally got all pieces and installed. Works fine.
Last week I ordered a few small items one of which was a 3 port manifold fitting. When my order arrived it had a 1 port threaded fitting. I called Ground Up and stated I had recieved the wrong item. Gentleman said, Let me talk to the salesman. Came back on the line and told me, No, that is what you ordered. I exclaimed that it was not what I ordered and not what I needed, What do I need to do to get the correct fitting from you since you did not send me what I ordered. He told me he would sell me the new item and I could send the other one back. In my opinion this was poor customer service over a piddly $15 dollar item to a customer whom had recently spent over a thousand dollars with their company. I told him to forget it I'd buy it somehwere else. I have a 1970 Chevelle and a 1977 Camaro both needing lots of restoration parts, none of which will be coming from Ground Up and their piss poor service and don't give a damn attitudes you get from their phone sales department. Those are two catalogs that are going straight in the trash. I do not recomend this company. I'd rather pay a little more for better service.
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normie
Team Member
Registered: April 2001
Location: Upstate, NY
Posts: 1596
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Review Date:
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Would you recommend the product? No |
Price you paid?: $2,000.00
| Rating: 1
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Pros:
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They do have a lot of stuff, and it is reasonably priced
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Cons:
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Attitude, Shipping, Returns, everything else but their product
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In July I made a pretty sizable purchase from Ground-Up. I ordered ~2k worth of stuff for my project. A few items were "not in stock" so they put a hold on my CC, and waited for all of the items to trickle in and ship as one big package "truck freight". No big deal, I've waited this long.. Items have to come to a commercial address since it is truck freight, No problem and tell Mike M. I am open tues-sat 9 to 6 so schedule delivery for one of my open days.
Now my woes begin about two weeks later. First Ground Up calls me and tell me my CC was declined, always a possibility, I call my company to check. Money is there, their hold has to be released by ground Up, and recharge or they can just call VISA and change from hold to charge, but Ground Up has to do it as the vendor who placed the charge. The CC rep gave me the number for the vendor to call and the code to release the hold. Pretty simple and he says it would take only a few minutes.
So I call Ground Up and explain what the CC company told me, "We don't call anyone" the guy says, we'll just wait till the hold clears (in a week). At that point I'm still OK with waiting for my parts so whatever.
A week goes by, I get a UPS Freight truck for delivery, dropped off the stuff and went on his way.
I check my parts, they are all pretty good, maybe some shipping rash on the full floor pan, but it's kind of hidden on the rocker when assembled, so I'm satisfied.
Flash forward a month later, and I get a bill from UPS for re-delivery. Confused I call UPS and ask em whats up? They say that the shipper scheduled for a Monday delivery, we were closed, so they had to charge for a re-delivery on Tuesday.
So I call Ground Up (David J.) and ask about the charge and why the item was scheduled for a monday when I informed Mike of my shop hours/days. I also covered some extra parts that weren't needed because they were already installed on the full floor pan, the person on the phone was pretty cool, "fax over the bill and your notes on this and we'll take care of the extra charge!". I send the fax over, and forget all about it..
The following month, I get a past due bill, call Ground Up to see whats up, left a voice mail (David J.) and re-faxed the bill. No word..
I get another bill this month, I call again, the original guy I spoke with is out on vacation, so I ask the person if he can help and tell him the situation. he puts me on hold to "talk with a supervisor" and comes back and rudely states, thats the freight company's delivery charge, we have nothing to do with that and won't cover the charge!
So now I am almost three months overdue on a UPS bill that I could have paid had the vendor not told me they would take care of it. And I am pretty mad about being treated un-customer service friendly for THREE (almost 4) months with no resolution or communication. Added to the shipping issues that the sales people don't know what is included in the parts they sell, a lackluster description in their catalog and website and an overall "unfriendly" reception to TC members makes this vendor a last resort.
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My website is now up and running!
X-Ray View of my Chevelle 
Getting Closer
my baby in primer
Frame rebuilding
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Chris R
Team Member
Registered: September 1998
Location: Brooklyn Park, MN, USA
Posts: 11647
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Review Date:
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Would you recommend the product? Yes |
Price you paid?: None indicated
| Rating: 2
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I had a problem with Ground Up about 10 years ago. So they havent been all that great since I see. Ordered a turn signal switch from them which they claimed was in stock via the phone. Waited well over a week or so and nothing showed. Called and they said its not in production at the moment and no idea when they will ever see anything. No call or anything. I canceled the order and was forced to go with the next competitor price wise, which ended up costing over 100 dollars more. Thats enough to put a bad taste in my mouth and never ordered anything from them again and have no plans to do so in the future.
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Chris.
If it aint broke, just give me a minute.
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