5th Generation – PSA: Liberty City Auto Subaru or SubaruPartsWholesale

Fair warning to anyone looking to buy from Liberty City Auto Subaru aka SubaruPartsWholesale – DON’T !!!!
Best to shop at your local NAPA or Autozone

Here is our experience:

Order the following on April 13, 2023 1:44 PM from SubaruPartsWholesale.com for a total of $187.56, including $20.52 shipping:

Disc Brake Pad Set (Front)
Disc brake pad set (rear)
Snake belt

The items were shipped USPS on April 17, 2023 from Liberty Auto City Subaru of Libertyville, IL, which is a dealer that uses SubaruPartsWholesale as a store.

The items ordered were originally scheduled to be delivered on April 20, 2023, due to no fault of the sellers, but rather a fault with the USPS, they were bounced around the US and finally delivered on
April 27, 2023 At this point so glad I finally ordered the items. Then we opened a big box and that’s where the nightmare began. They packed those three items in a box that was obviously very large,
about 4 times too big, no packing material, no tape in individual item packaging. The rear brakes that were ordered and come out of their package just bumping into each other in transit, which resulted in
damage to the brake pads.

Called them the same day around 1pm (April 27th) and spoke to Josh – said he would RMA to send the damaged pads back and would send the replacements once he saw the return was on the way. So far, I feel good
for this to be adequately resolved.

Mailed the rear brake the next day (April 28th) and the USPS had it scanned into the system for delivery by noon. Our replacements should now be on their way to us, as they can see the others returning
them….Right….Wrong.

We didn’t get an email for a new tracking number like we were told we would, so we called them again on May 1, 2023 around 5:30pm. After waiting for a long time and transferred and transferred multiple times
times, they finally answered in part and would not give their name, but said that Josh was gone for the day. Gave this friend the story and the original order number and he looked it up and saw the note that
Josh had taken over sending replacement back tables as soon as he saw no movement on the RMA. This fellow then tells us that he is unable to do anything, but will leave a note for Josh to see in the morning the next day.
regarding the move to RMA and to ship the rear cushions. At this point, our return was made from Texas to Indiana. Finally got a name at the end of the call and it was Chris.

It’s now 3 May 2023, about 3 weeks from order date, still no email with new tracking number, spoke to Josh and he admitted he got the note left by Chris on Monday but he couldn’t remember that which group
the cushions were damaged in shipping so he did nothing. We explained again that they were for the rears, so far Josh has not followed through on anything he said he would do and we have been in dire need of this part since
current pads are at or below 2mm wear. He said he would mail them and send us the tracking number.
Until 17:30. no email from Josh with a tracking number, called and left a message for the dealership general explaining that nothing has happened in almost 1 week other than me doing my part
and immediate return of damaged parts.

Now let’s throw in a third person at Liberty Auto City Subaru to add an experience to this night. This time her name is Armi, and she’s at the Business Development Center – she called us – and she seems to really care about
the terrible service we received and we plan to correct it because customer satisfaction is their number one goal. It feels so promising…but surprise…another disappointment. All Armi did was tell them to send mail
parts, oh and let’s go ahead and mail the same ways as before using USPS, even though the customer has been waiting almost a month, he is frustrated, knowing that it took 2 weeks to deliver from USPS, and none
This situation was due to nothing on the part of the customer, but originated from poor packaging by the parts department. If they had done their job right, the brake pads wouldn’t have crashed into each other.
in the box and getting damaged.

I tried to call Armin and left a message for him to call me back in the afternoon, only for Chris in Parts call my wife and leave a message as they have no guts to own up to their mistakes or lack of customer.
the service.

Liberty Auto City Subaru got their money and that’s all that mattered. Screw the client. NEVER AGAIN.

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