FN Wheels... Didn't get them

I flew down from Seattle to L.A. this weekend and was hoping to get my hands on a set of FX Pros or Six Shooters from FN Wheels. Messaged on their website on Thursday, sent a text to Dustin's cell on friday, and also tried calling all numbers listed. Unfortunately I'm leaving here without the wheels. I knew trying to meet up with him on a weekend would be pushing it but was hoping I would have at least gotten a call back. Hopefully I can get a hold of him in the future and just have them shipped.

 

Was your flight down from Seattle for the sole purpose of getting the wheels?

 

If it was, definitely would lose my business.

 

Hi Joe,

Thanks for your interest in our wheels, and thank you for reaching out. I'm sorry we weren't able to get in contact with one another. We just finished relocating our warehouse and offices and with the move plus a heavy volume of calls the last few days we might have been difficult to reach. We returned your call to the (425) area code number that you left us, couldn't reach you, so we left you a voicemail earlier today as well.

We've always welcomed visits from customers, but as noted on our website will-calls are by appointment. We don't have a formal showroom with a counter staff any longer (in order to keep costs competitive in the age of the internet, social media). Anyone who's met us for a will-call or just to check out our wheels knows that we like to give our complete and undivided attention, and this requires advanced appointments since we don't have a full time counter staff.

We'd be happy to ship the wheels up to you in Seattle, so that you don't have to pay California sales tax on a local will-call or excessive baggage fees with the airlines. FedEx shipping will probably be a less expensive option for you.

Just a final note - we're proud that we've been in the wheel business for 17 continuous years. It has been my number one goal since day one to treat every customer right, let the customer know how important they are to us, and to provide every customer with the best possible product we can. We publish a phone number which we answer (or return calls as quickly as possible when we miss a call). We continue to meet customers in person and show them our wheels, talk about wheel and tire fitment in general, or just answer questions. I've even made my cell phone number (714)390-9387 public as well. To the best of my ability I respond to 15-20 text messages from unique individuals daily (not including the follow up conversations that ensue), many of which require intricate replies to ensure that our customers are receiving accurate information. It may be a lost art, and many folks might not care anymore, but I also make sure that we speak clearly, listen carefully to the customer requests and questions, answer accurately and truthfully, and when we respond in text or email we write in grammatically correct context (to the best of our ability) and in complete sentences (not slang or acronyms). We don't rush, cut corners, or reply with confusing responses that don't properly address our customers needs. This takes a lot of extra time, but ultimately it prevents misunderstandings and disappointment.

I know that most of our competitors do not have phone numbers or addresses listed at all. You simply cannot reach them. I've also read the social media posts, email replies, forum posts, etc. from our competitors, and the lack of professionalism is very concerning. I've refrained from bringing this out in public forums for quite some time, but it is alarming to me when customers discuss difficulty in reaching us, yet other companies do not in anyway make themselves available to the customer and do not show respect to the customer in terms of properly addressing the customer. In almost 20 years in the automotive aftermarket business I've seen the power of the internet. I've witnessed many companies build up hype around their business, make a quick buck for a few years, and then disappear without a trace when problems arise.

If we're difficult to reach it's likely because we're providing our undivided attention to customers. When we do get in touch we'll provide you the same level of service.

 

Thanks for replying and thanks for calling today. I was on my flight back to Seattle so I missed the call. A little disappointed I didn't get to pick up some wheels from you while I was there but I figured it was the weekend and with such short notice it would be tough. Definitely will give you a call.

 

This should be stickied on your vendor vendor page

 

No, I was visiting family for the weekend and saw that FN Wheels was close by and thought id pick up a set of wheels. Not a deal breaker for me.

 

Dustin at FN is awesome, he's helped me get 2 sets of rims before - (BTW I may need some new rims soon)

 

I'm very sorry we missed you too. I think we'll be able to save you money by just shipping you the wheels though. Please do give us a call.

Thank you. I am working on a post like that. In fact, please see below for a preview of another post we have coming up for our website. We want to show customers a little more of our operations and inner workings, so that you all can know why certain processes take an extra amount of time, etc.

Thank you very much.

 

FN Wheels are each individually boxed and inspected prior to packaging for shipment.


All FN Wheels are packaged in their own, individual box.


A layer of soft, clean foam is placed over the face of FN Wheels as the first level of protection in transit to our customers. This prevents scratches and fills in space to prevent shipping and handling damage.


All FN Wheels are fitted with a bonnet to secure the foam sheet and to prevent scratches and damages in shipping.


When applicable (specific designs) are fitted with a hard plastic rim edge protector. This adds an additional layer of protection to the lip of the wheel


All FN Wheels are covered with a fitted corrugated "face protector" to prevent the wheel from damage in shipping.


We add additional 1/8" thick edge protectors around the edges of the corrugated face protector (within the individual wheel box) to further protect the wheels during shipping.


All FN Wheels shipments are packaged so that all outward facing edges are fully reinforced with 1/8" thick edge protectors. No expense is spared in ensuring that our high quality wheels are shipping consistently with our high standards.


FN Wheels ships all wheel double boxed to add protection.


FN Wheels fits edge protectors around the bottom wheel in every carton prepared for shipment to protect the backside edge.


Finally, prior to sealing the outer carton FN Wheels adds an additional level of protection by fitting edge protectors around all outward facing edges of the top wheel in the shipping carton.


All cartons are sealed with fiberglass reinforced tape. If additional accessories are included the box is clearly labeled for our customer's convenience.


Double boxed, edges reinforced, and ready to go!


The purpose of this post is to inform our customers of the amount of time and effort we invest in making sure that you receive your wheels in perfect condition. While our shipping lead times might take a little longer, we believe this attention to detail saves the time and frustration of dealing with shipping damages. This is not the quickest and cheapest way to ship a set of wheels, but we believe it is the best possible way, and it has always been our goal to offer our customers the best we can possible offer in every facet of our business.

 

Holy smokes, I’m someone who deals with manufacturers from everywhere. I’m sending them some pics of the packing. Finally someone who’s knows how to pack and ship something correctly.

 

Although it is like a trick, you open the box and it’s another box. As long as the boxes just don’t keep getting smaller and smaller and you end up with a mini wheel. I swear I ordered 17s.

 

Well said and done, without a doubt!

 

I dealt with Dustin to get my Dk. Gun metal FN Pro wheels and He went out of his way to help me choose between the different wheels he had. I would definitely recommend him and the product he sells. I was going a different direction for the wheels until I spoke to Dustin and decided to get the FN Pros Great product

 

POTD for me at least.

still in love with my Six Shooters, 2.5 years into them!

 

I bought from Dustin a few years back. Somebody I forgot who. Even answered my dumb question about UCA clearance. I purchased wheels with a 0 offset and had a common aftermarket UCA. That's how dumb my question was, and they still awnsered it.