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I need some help with the Tesla online store

Discussion in 'Model X' started by Charcoal, Oct 11, 2017 at 5:40 PM.

  1. Charcoal

    Charcoal Member

    Joined:
    Aug 12, 2017
    Messages:
    5
    Location:
    Ma
    Hi folks,

    Does anyone have a support number or email for the official Tesla online store (other than the emails: [email protected] or ;[email protected])? Back in July, I ordered a full set of floor mats for my Model X. What arrived was the front and trunk mats. I did not receive the middle set and, frustratingly, received a note from the store that the order was delivered. I immediately sent them an email letting them know the middle mat did not arrive.

    No response.

    I sent another note and got a response that the part was back-ordered, should arrive in a few weeks, and they would not charge me separate shipping for it.

    In response to an initial July 20 inquiry with a follow up later, I received this on August 3.
    -----
    Hi John,

    Thanks for contacting Tesla. Unfortunately, the 6 Seat Floor Mat for Model X is temporarily out of stock. Our expected replenishment is overdue, but the target date for shipping is in the next couple of weeks. In the meantime, I've issued a refund for the shipping charges associated with the delayed item. The item will dispatch automatically when stock is replenished. You’ll receive an automated email upon dispatch with tracking information.


    Let us know if you have any other questions.

    ------

    I waited 8 weeks and have now sent five separate emails and gotten no response whatsoever.

    Complete radio silence.

    I am hoping someone here has a customer service number or a more direct email so I can get my darn mat as I am headed for the New England winter.

    Or, if the online shop is some sort of third-party schlock outfit, please let me know and I'll have AMEX back out all payments.

    Thanks,

    John
     
  2. vandacca

    vandacca ReActive Member

    Joined:
    Oct 13, 2014
    Messages:
    3,046
    Location:
    Hamilton
    I had a similar issue last year, but I noticed on my invoice that the missing items has a very subtle "0" rather than a "1" next to them. I eventually received everything. However, I ended up purchasing temporary mats while I waited because I wanted some protection from the salt & snow. Tesla will ship them out in the sequence they were ordered, so be patient if you really want these items. Otherwise, ask for a refund.
     
  3. DHG.

    DHG. Member

    Joined:
    Jan 11, 2017
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    276
    Location:
    Burbank, CA
    #3 DHG., Oct 12, 2017 at 4:51 PM
    Last edited: Oct 12, 2017 at 4:59 PM
  4. Ski_

    Ski_ Enthusiast

    Joined:
    Aug 16, 2017
    Messages:
    72
    Location:
    Bay Area
    Consider escalating the issue for “executive review” via the Tesla Executive Care Team. This is done by logging in to my tesla on the website, select your car, and use the online web form. You should get a response immediately (this has been my experience). You can also call the Tesla Vehicle Accessories Team directly. I’ll PM you the number.
     
  5. Ski_

    Ski_ Enthusiast

    Joined:
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    Messages:
    72
    Location:
    Bay Area
    PM’d
     
  6. dmd2005

    dmd2005 Member

    Joined:
    Oct 5, 2015
    Messages:
    337
    Location:
    Abbotsford, BC, Canada
    It took me 6 weeks to receive my apparel I ordered and I had to escalate the delay with a “not so nice guy” tone in my email to customer service. They ignored my 1st email and when I sent the second email demanding answers on where my products I was charged on my credit card for, I had a response from customer service within a couple of hours. Maybe try emailing customer service again.
     
  7. Charcoal

    Charcoal Member

    Joined:
    Aug 12, 2017
    Messages:
    5
    Location:
    Ma
    Thank Ski_, you are very helpful.
     
  8. Charcoal

    Charcoal Member

    Joined:
    Aug 12, 2017
    Messages:
    5
    Location:
    Ma
    Folks - Coincidentally, my middle mat was delivered yesterday afternoon. I came home to it being in the garage (The wife brought it in). I never did hear back from Tesla but I the mat and it fits well. Thank you everyone for your suggestions.
     

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