I ordered wheel locks to put on my Honda from Honda West, from a Honda West parts department representative. After completing the order and providing credit card information for payment over the phone, the parts department representative stated the wheel locks would be available for pickup the next day as he indicated they were in stock.
Upon going to Honda West the next day (a cross town trip for me), the parts department representative at the front count told me they did not have the wheel locks available for me - after asking why, the parts department representative refused to provide a reason and became hostile and combative towards me.
Upon speaking to a supervisor, he admitted they did not have the wheel locks in stock, they had to be ordered, and it would take 3-5 days to get the wheel locks - completely contrary to what the parts department representative had indicated to me one day prior.
Although this was not a large purchase, it displayed incompetence and resistance to stating the honest reason for the issue - all poor customer service items.
For my trouble of making two trips to pick up the wheel locks, Honda West offered me a 10% 'VIP' discount, when I already had a 10% discount for parts purchases from their website, so, I was not offered any consideration for Honda West's incompetence and failure to disclosure they had made a mistake.
Being open, upfront and forthright would have gone a long way to explain the situation from my perspective - everyone makes mistakes, it is how you deal with them in an open and forthright manner and make a reasonable attempt to equitably resolve the issue - none of this was done by Honda West.
Based on this experience for a minor purchase, I intended to never patronize Honda West again for any purchases, as they did not exhibit a service mentality and culture of quality, openness, being forthright or attempting to resolve situations in a reasonable and equitable manner.
I would be very concerned in making a large purchase from an organization like this (and I have purchased three Honda automobiles in the past 8 years, so I am a regular and loyal Honda customer for both new/used cars, parts and service).