By Dino Perfetti
Photos courtesy Automotive Concepts
This article originally appeared in the May 2025 issue of THE SHOP magazine.
The rise of e-commerce has reshaped the automotive aftermarket, giving consumers instant access to a universe of online parts at their fingertips. With just a few clicks, they can sift through an endless selection, compare prices and have parts shipped straight to their door.
But, while online shopping delivers convenience, the real challenge begins when it’s time for installation. This is where custom automotive shops enter the equation, and where the debate begins.
As a shop owner, should you be making the case against consumers bringing in parts they bought on the internet for installation? Looking at the big picture, the advantages of purchasing accessories through a local restyler are clear.
For drivers, buying online may seem like a no-brainer—at least at first. Prices are lower, selections are broader and customer reviews offer reassurance before making a purchase. But what looks good on a screen doesn’t always translate to real-world performance.
As we all know, compatibility issues, warranty headaches and labor costs can quickly turn a great deal into a frustrating ordeal. On the flip side, buying directly from a custom shop ensures a seamless experience, trusted quality products, expert recommendations and warranty-backed installation.
So, the real question isn’t just about price, it’s about value. What’s your time, peace of mind and long-term investment worth?
THE ALLURE OF BUYING ONLINE
There’s no denying that the internet has changed the way consumers buy aftermarket parts. Bulk purchasing and lower overhead allow online retailers to offer competitive pricing.
The sheer variety of available parts makes it easy to track down rare or highly specialized components that a local shop might not offer. Customer reviews, detailed specs and side-by-side price comparisons add to the appeal.
But online shopping comes with risks. Just because a part is labeled “compatible” doesn’t mean it will fit like a glove. Many require additional modifications, extra components or even a complete swap if they don’t install as expected. Not to mention quality issues.
Then there’s the issue of returns. If a part arrives defective or fails after installation, the responsibility falls entirely on the consumer. And let’s not forget labor. Many custom shops charge higher rates to install customer-supplied parts, while others refuse to touch them altogether due to liability concerns.
What seemed like a bargain for the consumer can quickly spiral into a logistical nightmare.
THE SHOP ADVANTAGE: WHY BUY DIRECT?
For those who want to avoid the hassle, buying directly from the custom shop is the smarter move.
Shops source parts from trusted suppliers, ensuring quality and proper fitment. When they provide both parts and labor, they stand behind their work with warranty coverage that protects the entire installation. There are no shipping delays and no retailer runarounds—just a smooth, professional experience from start to finish.
Beyond reliability, working with a shop means tapping into its expertise. Whether the goal is performance, aesthetics or off-road capability, professional knowledge can be invaluable in selecting the right components.
And, when issues arise—as they inevitably do—the shop handles everything in-house, sparing the customer the hassle of chasing down replacements or paying for reinstallation.
THE REALITY OF WARRANTY & RETURNS
One of the biggest drawbacks of allowing customers to bring their parts to your shop is the lack of warranty protection on installation. If a shop installs a customer-supplied part and it fails, the shop is not responsible for replacing it.
The same scenario applies when the incorrect part was received. There is nothing more frustrating for a customer than delays in completing a project on account of inaccuracies in the purchasing process, whether the issue falls on the buyer or seller.
The consumer is now left dealing with the return processing costs, days or weeks of waiting and then potentially paying out more cash for labor all over again. Worse yet, a subpar or defective part can cause additional damage, turning a simple upgrade into a costly repair.
When buying parts directly from a shop, the warranty covers both parts and labor. If something goes wrong, it is taken care of it—no hassle, no extra costs, no headaches. For many vehicle owners, that peace of mind is well worth the slightly higher price tag.
PRICE VS. PEACE OF MIND
At the end of the day, the choice comes down to priorities. If cutting costs is the main objective, buying online might seem like the better route.
But, for those who value reliability, expert guidance and a hassle-free experience, purchasing from a custom shop is the clear winner.
From the shop’s perspective, selling both parts and labor ensures quality control, protecting the customer from warranty disputes, and delivers a service that extends beyond installation. In the world of aftermarket customization, the cheapest option isn’t always the best.
Whether upgrading suspension, adding performance enhancements or refining a vehicle’s curb appeal, the total cost including time, warranty coverage and potential headaches should be factored into the equation.
Paying a little more upfront can lead to a smoother ride in the long run. Consumers need to be informed of the pros and cons of their buying decision. The goal is to train your staff to start selling themselves, your company and the hassle-free experience right from the first phone call or email contact.
People buy from people they know, like and trust. Building a lasting rapport with your customers, based on exceptional service, is always the key component to growing a successful business.
Dino Perfetti is a 30-plus-year veteran of the automotive aftermarket and a past chairman of the SEMA PRO Council. He is engaged with several industry professionals with visions of increasing opportunities to bring products to market through car dealerships, commercial accounts and retail customers. Having joined Automotive Concepts in 2008, he is the president, leading a team in customizing vehicles for over 250 dealerships throughout the Midwest. Contact him at dino@ac-mn.com.