Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business offered a Baja light bar during the Black Friday/cyber Monday time frame. Sold me a used light bar claiming it was new and on sale
  When I reported this to them, they ignored me until I told them I was going to report them to the BBB and write negative reviews. Now they’re saying I have to pay the shipping and restocking fees for it if I want to return it. This is a total scam/false advertising. If I wanted to buy a used bar, I’d have bought one.

  Business response

  12/18/2024

  I've attached the full correspondance with this previous customer, who was given multiple options to correct the problem. He then proceeded to leave additional messages with other help desk agents without telling them he had already started the process. When that agent simply asked for pictures to determine the issue, ***** *****s became irate and rude. Within minutes of each message without giving us time to even respond, he filed this complaint. 
  
  
  
  
  You received a new message from your online store's contact form.
  Country Code:US
  Name:***** *****
  Email:*********************
  Phone:**********
  Message:You guys sold me an “on sale” light bar that was just a used light bar. Deceptive marketing and I feel lied to, this is not the way to do business. Bar has multiple chips, packaging was destroyed on arrival, and it really left me unhappy with the product and your company. Most likely will return.
  
  
  ***** **
  
  Assign
  •Monday 8:40 am
  Subject: Let’s Make This Right – Light Bar Exchange
   
   
  Hi ******
  Thank you for reaching out and sharing your concerns. I’m sorry to hear about the condition of the light bar upon arrival. That’s not the experience we want for our customers, and I appreciate you bringing this to our attention.
  To clarify, all of our products, including sale items, are brand-new and shipped directly from our warehouse. We never sell used items as new. It’s possible the damage and packaging issues occurred during shipping, and we’d like to resolve this for you.
  We’d be happy to exchange the light bar for a brand-new one to ensure you’re completely satisfied. Could you please send us photos of the damage and packaging? This will help us not only process the exchange but also investigate the matter further with our shipping carrier.
  Let us know how you’d like to proceed, and we’ll ensure the exchange process is smooth and straightforward.
  Thank you for giving us the opportunity to address this, and we appreciate your understanding.
  Best regards,
  *****
  Southern Style OffRoad Brand Manager
  
  
  
  ***********
  
  •Monday 9:20 am
  To: 
  Southern Style Offroad
  Show more
  Purchased an off brand light bar instead after this experience. Don’t want an exchange, just want my money back. Please send a return shipping label, thanks. 
  
  -***** *****
  
  
  
  
  
  
  
  
  ***** **
  
  Assign
  •Monday 9:25 am
  Hi ******
  Thank you for your response. I’m sorry again for the frustration you’ve experienced. We'll email you a prepaid return shipping label shortly so you can send the light bar back to us. Once we receive it, we’ll process your refund promptly.
  If there’s anything else we can do to improve your experience or address any concerns, please don’t hesitate to let me know.
  Thank you for your understanding, and we appreciate you bringing this to our attention.
  Best regards,
  *****
  Southern Style OffRoad Brand Manager
  
  
  
  ***********
  
  •Monday 2:17 pm
  To: 
  Southern Style Offroad
  Show more
  Never received the prepaid shipping label. 
  
  
  -***** *****
  
  
  
  
  
  
  
  
  ***********
  
  •Monday 4:34 pm
  To: 
  Southern Style Offroad
  Show more
  Close to leaving some pretty negative reviews regarding this experience and reporting you guys to the BBB. I’d advise you to process this return smoothly and not cause any problems or I’ll have no choice but to pursue legal action. 
  
  
  Thank you,
  
  -***** *****
  
  
  
  
  
  
  
  
  ***** ******
  
  Assign
  •Yesterday 8:35 am
  Hi ******
   
  Thank you so much for your patience. I sincerely apologize for the delay.
   
  I’ve created the return label under RMA **********, and it’s attached to this email for your convenience. Please let me know if you have any questions or need further assistance.
   
  Thank you again for your understanding and support!
   
  Warm regards,
  ***** *
  Customer Support Hero
  
  **********
  PDF
  
  
  ***********
  
  •Yesterday 1:40 pm
  To: 
  Southern Style Offroad
  Show more
  Is this pre paid because I’m not paying shipping for your guys mistake and I won’t be paying any restocking fee either. 
  
  -***** *****
  
  
  
  
  
  
  
  
  ***********
  
  •Yesterday 1:41 pm
  To: 
  Southern Style Offroad
  Show more
  You can’t advertise new light bars on sale and sell people used light bars. If I wanted a used light bar, I’d have bought one. Ffs. 
  
  -***** *****
  
  
  
  
  
  
  
  
  ***********
  
  •Yesterday 1:49 pm
  To: 
  Southern Style Offroad
  Show more
  An official complaint has been filed with the BBB for scamming me out of roughly $700.
  I’ll write my reviews if you still insist on being unhelpful. Thanks a bunch. 
  
  -***** *****
  
  
  
  
  
  
  
  
  ***** ******
  
  •Yesterday 1:58 pm
  Hi ******
   
  Thank you for your continued communication. I want to take a moment to personally address your concerns and provide full clarity so we can resolve this matter promptly.
   
  Return Shipping Label: You have already been issued a prepaid return label at no cost to you. Please use this label to send the light bar back to us.
  Refund Assurance: Once we receive the item, we will process your full refund without any restocking fees. I can assure you that you will not incur any charges.
  Product Condition: While it is not our practice to sell used products as new, I fully respect your position. We will thoroughly inspect the light bar upon its return to understand what occurred. 
  I apologize for the inconvenience you’ve experienced, and I hope this clears up any concerns regarding the return process. I will personally monitor this return to ensure everything goes smoothly and that your refund is processed promptly.
   
  If you need anything further, please reply directly to this email, and I’ll take care of it.
   
  Thank you,
  ***** *. Customer Service Pit Stop Advisor
  
  
  
  
  
  
  ***** *****
  
  •Sunday 11:52 am
  To: 
  Southern Style Offroad
  Show more
  I’d like to return this order, thanks. 
  
  ***** *****
  
  
  ***** ******
  
  •Yesterday 1:20 pm
  Hey ******
   
  Before we move forward with the return process, we wanted to offer you a few options to consider:
   
  1. Proceed with the Return:
  We can certainly process a return for you. Once we receive the item, we will issue a refund. However, please be aware that the return shipping costs will be your responsibility, and a 15% restocking fee will be deducted from the refund amount. Typically, refunds take 5-7 business days to appear on your original payment method.
   
  2. Sell the Current Product:
  Alternatively, you might want to consider selling the product on your own. This could help you avoid the costs associated with the return process. As a token of our appreciation for your understanding and cooperation, we'd like to offer you a 20% discount code for a future purchase with us.
   
  We hope these options are helpful and provide you with flexibility in deciding how to proceed. Please let us know which option you’d like to go with, or if you have any other concerns. We’re here to assist you and look forward to hearing from you!
  ***** *. Customer Service Pit Stop Advisor
  
  
  ***** *****
  
  •Yesterday 1:22 pm
  To: 
  Southern Style Offroad
  Show more
  You will not make me pay for this
  
  ***** *****
  
  
  
  
  
  
  
  
  ***** ******
  
  •Yesterday 1:24 pm
  Hi ******
   
  Is there something wrong with the light bar you received? If so, could you please provide some photos of the issue?
   
  Once I have those, I’ll be happy to assist you further.
   
  With Horsepower and best regards,
  ***** *. Customer Service Pit Stop Advisor
  
  
  ***** *****
  
  •Yesterday 1:24 pm
  To: 
  Southern Style Offroad
  Show more
  I’m officially reporting you to the BBB for false advertising and reporting you guys in every review I can to anyone who will see it about what you did to me here. I’ll see you in court if I don’t get my full refund on a falsely advertised product. 
  
  ***** *****
  
  
  
  
  
  
  
  
  ***** *****
  
  •Yesterday 1:25 pm
  To: 
  Southern Style Offroad
  Show more
  YOU SOLD ME A USED LIGHT BAR AND SAID IT WAS NEW
  
  
  I KNOW A USED LIGHT BAR WHEN I SEE IT
  
  
  YOU CAN SEE IT WHEN YOU GET IT BACK I ORDERED A DIFFERENT ONE FROM A BETTER COMPANY
  
  
  clear enough for you champ? 
  
  ***** *****
  
  
  
  
  
  
  
  
  ***** *****
  
  •Yesterday 1:25 pm
  To: 
  Southern Style Offroad
  Show more
  *****, you suck at your job. 
  
  ***** *****
  
  
  
  
  
  
  
  
  ***** *****
  
  •Yesterday 1:30 pm
  To: 
  Southern Style Offroad
  Show more
  I’m going to return this and I swear on God if you don’t refund me my money you stole, it would be a wise decision to just refund me for your mistake or we can get business authorities involved with this. 
  
  ***** *****
  
  
  
  
  
  
  
  
  ***** *****
  
  •Yesterday 1:32 pm
  To: 
  Southern Style Offroad
  Show more
  You guys advertised a new light bar on sale during cyber Monday and pawned off a used one on me. This is definitely illegal. 
  
  ***** *****
  
  
  
  
  
  
  
  
  ***** ******
  
  •Yesterday 1:57 pm
  Hi ******
   
  Thank you for your continued communication. I want to take a moment to personally address your concerns and provide full clarity so we can resolve this matter promptly.
   
  Return Shipping Label: You have already been issued a prepaid return label at no cost to you. Please use this label to send the light bar back to us.
  Refund Assurance: Once we receive the item, we will process your full refund without any restocking fees. I can assure you that you will not incur any charges.
  Product Condition: While it is not our practice to sell used products as new, I fully respect your position. We will thoroughly inspect the light bar upon its return to understand what occurred. 
  I apologize for the inconvenience you’ve experienced, and I hope this clears up any concerns regarding the return process. I will personally monitor this return to ensure everything goes smoothly and that your refund is processed promptly.
   
  If you need anything further, please reply directly to this email, and I’ll take care of it.
   
  Thank you,
  ***** *. Customer Service Pit Stop Advisor

*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. ↩