Dan,

We take problem resolution very seriously, and I appreciate your referrals. All criticisms are handled constructively and we try to learn from our customers.

Never do we finish the whole ordering process as if we were the customer, so we have to trust our customers to bring issues to our attention.

As far as the quality inconsistencies go, I think inevitably every product created is going to be a little bit different from the next product off the assembly line. We are trying to keep issues to a minimum along with any other auto parts store, and are constantly testing products for quality and revisiting alternative solutions to make sure we have the best available for our customers.

Unfortunately sometimes we have misunderstandings. For example - Pretend we offer two brands of axles. One brand is a lower quality, but lower cost. Some people opt out on quality in order to save a buck. We offer multiple brands to appeal to multiple customers, including the ones who are on a budget like myself.

If 10% of the people who bought the lower quality part aren't satisfied, and they talk about it online in rants - people will view that from the outside as "FCP Groton sold me bad axles. They have bad parts. DON'T buy axles from them." Then with one response "Yeah, me too!" - it gets bad. People sometimes dismiss our overall quality after having to read about, or unfortunately having to deal with an issue here and there. All I can say is that if quality inconsistencies are there or not, I believe any company has room to improve in EVERY field of business.

No fortune 500 company is perfect and does not make any mistakes, even if it's due to a warehouse worker mislabeling something at the end of a long day, once a month. It is no excuse though, so I can tell you we are always trying harder.

Thank you.

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Brendan Cronin