Complaints

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a softopper on 8/2/24 with accessories for a total of $1,349.34 I received partial shipment, one item i paid for did not arrive and I was never provided a ship date but was charged for the item.Attempted to assemble when it was discovered major part was defective. Received a replacement, but then found out another part was defective making the item unusable. This product was intended for a travel plan on 8/23 making it impossible to receive yet another replacement in time. I have no faith in this product so returned entire product to Softopper. Their offer of a fees for returning the product is not acceptable since their product is not a quality product. They sent me a link for their return policy however this was not provided to me at time of purchase.

  Business response

  08/21/2024

  Hello *****,
  Our return policy is always available on our website for all customers to view before making a purchase with us. We also have a warranty policy in place, which states that we will replace any defective or broken parts of the package for you if something arrives incorrectly. If you are looking to return the entire product to us, please note that there is a fee for all returns. Our warranties are handled differently and are not intended for a refund; rather, sending a new part easily resolves the issue. While I apologize that the topper was not ready for your specific trip on the 23rd, we are still willing to make things right by processing your warranty request. Thank you.

  Customer response

  08/21/2024

   
  Complaint: 22173701
  
  I am rejecting this response because: the first defective parts were replaced, however  more defects were found. I lost confidence in the product after having multiple defective materials and requested a full refund since I should have received a quality product with my initial purchase. how many times must i wait for replacements, and will they even work? What about the item paid for but never received? Communication is poor and service is worse. I should receive 100% refund.

  
  Sincerely,
  
  ***********************

  Customer response

  08/27/2024

  
  
  case ID number ********  
  Company sent me private email on 8/21 stating he would give a partial refund  but no refund received.
  Why a restocking fee for defective product? 
  

  
  

  Business response

  08/27/2024

  Hello *****.  Here is the same email I sent you today via our system. 

  Hello *****.  I have checked with our warehouse, who reported that the item is being investigated today for you.  If we find there is a defect, we will gladly waive the 15% fee on the return.  Where this did come back without the identifying number on it, it did take a bit longer to get to the correct place for this investigation. 
  
  We will let you know what we find and expedite the refund.  Thank you. 

  Customer response

  09/04/2024

  
  
  They still wont provide an invoice and are not including 2 items (1 not received) in their refund minus 15% restocking fee. Shouldnt pay to restock item not received! 
  
  

  
  

  Business response

  09/12/2024

  Hello *****.  Here are all the credit memos showing you that we have refunded you the entire amount owed.

  The refund for $12.17 was for the extra shipping cost.
  
  The refund for $48.81 was for the item we never shipped.  This was the full amount with no fee.
  
  The refund for $1,031.97 was for the items returned.  This is where the fee was assessed since we were able to install the topper with no issues and included images.

  Thank you. 

   

   

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item was purchased April 30 total amount paid was $1216.12.I was supposed to be provided a bed topper with a cover and the transit means they paid did not deliver it properly.The business "attempt" to resolve was me reach out to ****** which I did, to make a claim. ***** did not come back with anything resulting in me getting my money back or the package that was misdelivered. Order number is 248741.Still just curious why it is on the customer to be responsible for the shipping error rather than the manufacturer who chose the shipping company.

  Business response

  05/28/2024

  Hello ****,
  
  After reviewing the case, it seems that ***** can provide us with accurate proof of delivery for your address. Since this is a large complex, packages are usually left in a mailroom or office. If ***** can show us that they did deliver this package, this is a matter that needs to be discussed with the complex, where the package was left in their care. We do apologize, but if the package was either stolen or lost by the complex, it must be taken care of through insurance or by contacting the complex directly.
  
  Thank you.
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Card information was inputted into the ********** Check out box. Which Prompted my bank to lock all of my assets, due to fraudulent charges occuring. My personal information has been breached according to U.S. Bank through SoftToppers website.

  Business response

  03/19/2024

  Hello,
  
  We have conducted an extensive investigation with both our **************** and IT departments, and we could not find any record of this customer's name, email, phone number, or home address in our system. We are currently working with our IT team to investigate the issue and determine if there is a fraudulent site that is masquerading as the Softopper website.
  
  To ensure that your orders are processed correctly, we recommend that you contact us directly through the phone number provided below. Please note that the correct spelling of our website is Softopper, with a shared 't' in the middle. If you have entered the website address incorrectly, it should have automatically redirected you to our actual website. However, we are investigating this further.
  
  If you have experienced any issues with fraudulent activities or frozen assets, we advise you to contact us immediately, as we have never had any assets frozen due to any transactions on our website. In the case of any fraudulent activity, we would contact you as soon as possible to discuss and try a new payment method.
  
  Since we have no record of any payment or phone call from you, and there is no match of information in our system, we do not believe that you were on our website. Nevertheless, we are still investigating the issue with our IT team.
  
  For immediate assistance, please feel free to contact us at **************. Thank you!

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello. Months ago I ordered a topper from this company. I was told that I would have it in a few days. Months later it arrived. I also ordered some accessories, including a rear screen. Although it took an excessive amount of phone calls and emails (all but two went unanswered) all products were received. Although this company has absolutely horrible service, that is not my complaint. My complaint is that one of the products was received and is not usable. My additional inquires for a resolution have been unanswered. The damaged product is the rear screen.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  June 21, 2022 I places an order with Softopper. I ordered a soft top for my truck bed. I received the order fairly quickly in about a week and a half however I was missing the hardware to install the soft top. They sent me the soft top as well as the frame and track but no mounting hardware making the installation impossible. The top cost $859.00 and with tax and shipping my order came to $969.85. I have reached out to Softopper almost everyday for weeks now emailing and calling them. I received an automated email saying they would reach out to be in a weeks time and its been well over that. I would only like the remainder of my material that I paid for expedited so I can install the top and if not then a refund Thank you ***

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 24, 2022 I ordered a soft truck topper AND a Camper Top Tent from Softopper, which I assume is a ******** of ******* The order number was *****. I paid $859 for the topper and $199.00 for the tent. I received the topper on May 9, 2022 and I have no complaints about it. In fact, I really like it and have bragged to others about such a nice product. However, the Camper Top tent did not ship. I contacted Softopper about this in early May. They replied by email that it would ship in late May. It has never shipped and is now June 27. I have emailed several times and each time I get an automated reply that someone would email me within a week. I have never received an email. I have left voicemail messages twice and no one has ever replied there either. Have they went out of business? The order number is ***** The tracking number for the unshipped product is : ************ (fed-Ex)The value of goods not delivered: $199 plus tax and shipping (Camper Top Tent)I really like their products, and would just like to have my tent or even know when it might ship.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order date: 5/6/22 Amount Paid: $969.85, promptly charged to my credit card the same day.Item name: Softopper Truck Bed Cap-SO-RDG60 SKU: SO-RDG60-BSR Color:Black Order #: ***** Tracking #: ************ Problem: the email I received following order said I would receive my item in 2-3 weeks. At 3 weeks I emailed and waited the full week, they requested, without response. I called and waited the 3-4 days, the suggested, and no response. I emailed again with no response. I messaged their ******** page with no response. The tracking number I received says shipment information was sent but item not received by ****** So basically, I paid for an item that was never shipped and the company is not responding to give me any information. I want the item but if they arent going to send it, I need my money returned promptly. Its been over a month that they have had my money but not followed through with the transaction. I need the truck cap for our family vacation the end of June.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a softopper on March 25th 2022. I purchased the top, the mesh window and the dog window. I was fully aware of the long waits on these and was ok with that. I got an email a coulple day before recieving saying the ********** was on backorder and wouldnt be included in my shipment.I recieved my topper around May 10th or so and installed on my truck.After installing I realized there was no mesh back window in the kit so I sent an email to softopper with no response at all. I messaged them on ******** and got this response. "That is so odd, I am very sorry about that. Let me run and check if we have them in stock right now. If we have them, I will get one sent out ASAP". that was on May 19th and still haven't gotten a response. I have send multiple messages after this they view them and never respond. Where is the stuff I ordered and why are you ignoring a person who just spent over 1000$ with your company

• Initial Complaint

  05/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed an order for a Softopper on Mar 19, 2022. Was informed on Mar 21 that the order was shipped. Reached out to the company on Apr 1st for status. Was informed that the order would not be fulfilled until end of mid-to-end of April. Reached out to the company on Apr 24th for status. Has not heard from the company ever since.

  Business response

  05/18/2022

  I have reached out to the company that this person placed their order with.  I will be back with information when I hear back from that company.  

  Customer response

  05/19/2022

   
  Complaint: 17205652
  
  I am rejecting this response because:

   

  The company response is intentionally misleading. Bestop, against whom the complaint is lodged, is, in fact, the owner of Softopper, who failed to deliver the product. Theiy are now the same company: https://www.kinderhook.com/press-release/bestop-inc-acquires-softopper-llc/. Additionally, the response does not specify any action which Bestop is planning to take to remediate the situation.

  
  
  Sincerely,
  
  *************************

  Business response

  05/23/2022

  I apologize for the delay in response.  The consumer is correct that we do own the company SofTopper.   We don't run their business.  They are still running their business, and are their own entity.  I did contact SofTopper to find out the status of this consumer's order.   My understanding is that this customer's order was ready to leave the building, was given a discount, and their order was changed to overnight shipping with no extra cost to the consumer.   His order delivered the same day that he wrote his response to my original response.  273278123534 Delivered 05/19/2022 at 3:37 pm.  If this consumer needs further assistance we are happy to reach out, on his behalf, to the company that he ordered through to help any way that we are able. 

  Customer response

  05/29/2022

   
  Complaint: 17205652
  
  I am rejecting this response because: The order came incomplete.

   

  Boot Cover/Storage Bag is still missing.

   

  
  Sincerely,
  
  *************************

  Business response

  06/15/2022

  I am sorry, I was out of the office, and the BBB has not gotten the other person added to the notifications of these notices yet, so this situation went unanswered due to not having the back up added yet, by the BBB.  

  The customer ordered product through one of the companies that Bestop owns.  We can't see their order information, and we don't run their business.  I will reach out again to that company on behalf of this customer in regards to the rest of his order, and will verify the status of what the customer recognizes as the rest of their order.  

  Customer response

  06/16/2022

   
  Complaint: 17205652
  
  I am rejecting this response because: I will be waiting for the company rep to make good on their promise to complete the order. I am also attaching a copy of the order to this complaint again.
  
  Sincerely,
  
  *************************

  Customer response

  06/26/2022

  This clarification request was sent my mistake: all of the information is already available in the original complaint.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is regarding the companies FAILURE TO REFUND MY $900+ dollars for a return of an completely unopened, undamaged order, which they had given me a return authorization for.My original order ID was: *****, which included the following:Softopper Truck Bed Cap SO-FTC65, Quantity: 1?, Cost: $809.00 Dog Window DIY Cutout Kit, Quantity: 1?, Cost: $30.00 Total Cost of Order: Tax: *****, Shipping: ***** Total: ****** It took two weeks for them to respond to multiple voice messages and multiple emails requesting a return authorization, but finally they responded.The Return Authorization, and a Return Label, were provided to me by the company on April 28, 2022.I shipped the unopened box with my original order back to them on April 30, 2022, using the label they provided to me for that purpose. The Fed Ex tracking number of the return shipment was **** **** **** According to the Fed Ex tracking number, the return was delivered back to the company on 5/3/2022 at 11:26AM, and it was received and signed for by MCASILLAS I have had absolutely NO response from the company since May 3, when a representative from their company named *********************** reached out by email and phone call to see if she should have Fed Ex pick up the return. I told her I'd already dropped it at the ************* and it was on it's way back to them already.** Since receiving the return however, the company has not emailed me, not called me, and has not processed my refund.**I've sent multiple emails and left multiple voice messages asking for an update on when the refund would be processed. No one answers their phone, and no one has responded to my voice messages or emails.

  Business response

  05/12/2022

  Dear *********************,

  Your order was received on March 24 and delivered to you on March 31.
  

  After we learned your truck was totaled, we sent you a prepaid (paid by us) return label for your return on April 28th and the returned merchandise was received by our team on Tuesday, May 3 at 11:26am.

  Our standard policy is to refund only the purchase price (not shipping charges) if the order is returned or cancelled after it ships.  The customer is also responsible for return shipping charges, as stated in our return policy.

  This order was refunded in full (which means we paid for your shipping and return shipping) at 10:41am on May 12, 2022.

  We have a small staff and the person in charge of receiving and incoming inspection was out for several days due to illness.

  Your refund was issued 7 business days after receipt of your returned goods, which is within our standard return processing time of ***** days.

  Thank you,

  Softopper

  Customer response

  05/12/2022

   
  Complaint: 17194725
  
  I am rejecting this response because: They have not issued a refund. Instead, what they've sent to me is a credit memo. Until a refund is actually processed this matter will remain unresolved and open.

  
  
  Sincerely,
  
  *********************

  Business response

  05/17/2022

  Thank you so much for your reply.

  As previously stated, your order was refunded through our system at 10:41am on Thursday, May 12.

  Please see attachments as proof of refund in the amount of -$941.89

  It has been a pleasure working with you.  Please let us know if there is anything else we can help you with.

   

   

  Customer response

  05/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩