I can actually concur with this. With a few exceptions, its hard to do parts business as the 'cheap' guy, especially when we factor in freight. We simply aim to provide a better customer experience. Our staff are well trained, our logistics processes are highly tuned, we extend our website to include lots of additional info that others do not, etc.
Not trying to throw anyone under the rug or anything, but I would continue to work on your "logistics" processes, if things havent changed within the last year or so.
Nothing irritates me more, or makes me take my business elsewhere, like outrageous shipping charges. I try to support my local dealer(s) whenever I can, but sometimes they just dont have parts, or cannot get them in a timely manner. So I am forced to shop online.
I will agree that your website is top notch. And use it frequently. But back in Jan of this year, I needed some valve stem seals for my old ford backhoe. 4 little hat style seals, 4 little o-rings. For those that arent familiar, the 4 hat style seals, they are smaller than the cap on a standard highlighter. So pretty small. The 4 o-rings....even smaller.
I ordered over the phone, and partly my fault for not confirming shipping cost...but was pretty shocked when they showed up in a 6x6x4h fex ex box and charged $18 from PA to OH.
A simple phone call to express my concerns and I am a happy camper again. I buy and sell alot of odds and ends online, and when selling, I always try to ship in the cheapest way I can. Perhaps that is the smallest box fed-ex offers? and perhaps that is the only company you deal with? Which would make $18 the minimum shipping cost for whatever you ship......But a handful of o-rings and seals I was expecting a $4 padded envelope, or at worst case a ~$6 small flat rate box via USPS.
Would I order from messicks again......absolutely. I just be sure to verify shipping first. Things happen. Its how they handle it when things dont go right that tells me all I need to know about that business. And messicks couldnt have handled my concerns any better.:thumbsup: