The PartsTree.com Story
The PartsTree.com Story below will give you some of the colorful history of our internet business, but suffice it to say, we're successful only if we provide you with the best service possible and that is what we try to do. We don't claim to be perfect, but we do claim to care and we'll do everything we can to make your experience with PartsTree.com a positive one. This commitment to customer service has helped us become the largest parts dealer in the nation for most of the OEM brands we carry and we hope will be the reason you return to PartsTree.com every time you need parts for your outdoor power equipment.
PartsTree.com was born out of a need to overcome the weather - or more precisely, the lack of rain in Central Texas. It wasn't raining, so the grass wasn't growing! No one was buying lawn equipment or parts and no one needed their equipment repaired. The epiphany: It must be raining somewhere. Let's sell there!
We launched PartsTree.com in June of 2005 and shortly thereafter, Doug, our company President, turned on our first online advertising campaign. Within a few days, we had so many orders coming in each day that we literally drowned ourselves in business and had to temporarily take down the website while we reconsidered our approach. After two months of non-stop software programming and a complete redesign of our operational processes, we were back up and processing orders again. Since then we have updated our website several times, providing our online customers with the same tools that we use in our retail store, most notably detailed equipment diagrams with parts lists.
We have also added a dedicated Customer Service department with a toll-free phone number to assist those customers that need a little extra help with their order. During peak season we offer expanded hours and additional staff to keep up with an ever increasing call volume. Our call volume last year approached 200,000 calls with an average wait time of about 45 seconds.
In just a few short years, we have become the largest parts dealer in the US for most of the major equipment brands, including Cub Cadet, Echo, Husqvarna, MTD, Troy-bilt, and Toro to name a few. Due to our growth, the original stock room in the retail store has been replaced with a 40,000 square foot state-of-the-art facility. In our warehouse we are approaching 50,000 unique SKUs (e.g. part numbers) and have literally millions of dollars in inventory. The result is that we ship about 80% of orders complete within one business day. That said, we can’t stock everything, so we have staff who order from our suppliers daily. If we don’t have it, we’ll get it quickly. Additionally, we've maintained a customer-centric return policy -- see the PartsTree.com Difference. But, don’t simply take our word for it -- click HERE to read reviews of our service from actual PartsTree.com customers.
In the meantime, the PartsTree.com family has also grown both literally and figuratively. Doug and his wife Elizabeth have added a trio of special additions -- Riley, Morgan and Jesse. Additionally, several of our employees have been here since the beginning, but we now have a year round staff of over 50 employees. Like most families, we celebrate birthdays, throw potlucks, dress up for Halloween and have a festive Holiday party. We work hard, we play hard, we love what we do and there's truly a strong feeling of shared goals and fellowship at PartsTree.com.
As you can tell, we're proud of how far we've come. We also do not intend to rest on our success. We continue our focus on improving operations and are constantly working on all areas of the business -- our internal processes, our website and our product and service offerings. We have more improvements planned, so please visit our site regularly to see how we're changing to better serve you.
Want to learn more? Check out this video created by our Customer Service team to introduce new customers to the PartsTree.com family...