MAPerformance — Local services in Wrightstown

Called and spoke to support staff about changing my online order from shipping to will call since I live nearby in MN. Too late since my order already has a tracking number, that's fine so I ask to speak with sales to place a new order, they are short staffed so will call me back as soon as they are available. Ok, I waited until 12:00pm when I called again and spoke to sales and placed an order for will call. The salesman asks me to set a time since it is like curbside delivery they need to know what time I want to pick it up. We decide on 1:30 and he gives me very specific instructions for where to go to pick up my purchase then takes my credit card info and runs the charge tells me I am approved then thanks me and I head out to pick up my new part. I get there at 1:30 to nothing and wait until 1:45 with no change then call again and speak to support just trying to make sure I am in the place I was told to pick up from. Turns out that purchases must be validated for fraud which usually takes 24 hours and there is no way for them to tell if I am a crimal. The staff then try to explain to me that of course I cannot just purchase something or else anyone with a credit card could. To which I try to explain that's how this works that's what people with credit cards do, they buy things and expect to receive the things they buy at the agreed upon time. To which he explains there is no way for them to tell if I am who I say I am to which I explain I am at their door with my credit card and my ID but that was apparently not a valid form of proof of my identity. Long story long I ended up cancelling the order since the only reason I placed it was because I could pick it up today in person and they were unable and unwilling to look at an ID in person to see if their customer was a criminal or not. I have no idea how they would have been able to actually let me take my purchase without checking who I was but apparently they can do that online better than in person for will call orders and it takes some amount of time close to 24 hours but no exact idea but you can wait in the parking lot for a day or two until they validate your purchase then hand the package to anyone who shows up since they cannot physically look at an ID to determine identification. I have never had a business go so far out of there way to keep me from purchasing a product from them after wasting so much of my time acting like they wanted to sell things.

Update: After being contacted by MAPerformance regarding my review they have assured me they are working to improve this process. I apologized for the negative review but said I believe it to be fair and honest. To which they thanked me for providing constructive feedback on an area that clearly needs a little attention and included a gift card for their online store. It seems tacky to say the amount but it was for roughly 50% of the original transaction amount (which I canceled so ended up spending nothing before my original review). I have not decided if I will spend it yet, but I can say that I really hope MAPerformance can figure out the will-call issues because for us Minnesotans they are a massive roll model, resource, and inspiration in the car scene and we take pride in the fact that MAPerformance is here. perhaps I was not clear enough in saying that in the first review but it is also probably the only reason I wrote the first review since the issue is specifically about will call i.e....

Not a good experience dealing with this company. I ordered a helmet that said "ships same day" because I needed it for an event soon. They charged my card the same day and took them two months to ship the helmet, and by the time they told me it's not in stock it was too late for me to order from another place. I don't understand why mark something as "ships same day" if it takes two months to ship. Anyway I waited, then after about two months someone from their company calls me and tells me that they shipped it and it will take another 7 days to arrive, when I asked why didn't they ship it using a faster way he said he doesn't know and that it's being drop shipped. I emailed them asking why did they ship the item using the absolute slowest possible shipping method and someone from "customer loyalty" told me that it's because I didn't pay for faster shipping, and he did not seem to think that there's anything wrong with taking two months to ship an item that "ships same day" anyway after the 7 days I received what looked like a used helmet in a wrong size. I asked to return it, they then issued rma which says I have to pay return shipping. There's nothing on their return policy that says I pay return shipping, so I asked the lady that sent me the rma about it and I asked her flat out if the helmet is used or new because I don't think I should pay to return a used helmet, I didn't get a response to my email. I sent another email again and asked the same question and still no response. It seems to me that this is the kind of business that deals with issues by ignoring it and hoping it goes away. After I returned the helmet they did not refund until I emailed them again. Horrible customer service and I think it's a joke that they have a so called "customer loyalty" department that seemed to be perfectly fine with shipping products two months late.

Edit: I added two stars because the owner contacted me and...

Blake!!! 100% the most POLITE, KIND HEARTED, PROFESSIONAL representative I have ever spoken to!!! I cannot stress how much of a gentleman this individual Blake is!! I'm all the way in California and he helped me with everything I needed, in detail, very professional, VERY well mannered and soft spoken. Can't stress enough how many times people like this are ignored but his unique way of engaging with customers is ABSOLUTELY the 100% most important thing when it comes to businesses. People go out of their way, put their personal lives aside to represent a company (the face of the company) in probably difficult times and bring customers back and buy again!! This gentleman Blake deserves great recognition for his work, I truly wish his upper management and owner of MAP sees this and gives him the credit he deserves!!! I live in California and will most likely be unable to meet him in person unfortunately but he MUST be recognized for his outstanding performance!! 10/10!!! Highly recommend MAP and VERY HIGHLY RECOMMEND BLAKE!! I will definitely from now be purchasing from MAP solely because of his demeanor and the gentleman that he is!! I'm stunned and words cannot even fully express how appreciative I am for a man!! Thank you so much for the VERY PLEASANT AND POSITIVE EXPERIENCE. You earned a lifetime customer thanks to Blake and I can't wait to order more products from him over the phone!! You're the best man!! Wish you great success and once again, thank you for being such a kind human being, you are awesome and deserve a raise!!! Best regards to Blake from a now loyal customer to MAPerformance!! Have a good one...