Complaints

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 8 Nov 2022, i ordered a carbon fiber hood for my 2016 *** 328I Grand Turismo off the website for Truck and Gear. It took them over 2 months to have i delivered and when i received and attempted to put it on my car it was the wrong hood. I contacted them and was told that i needed to send the hood back and they would than send the correct one out. I no longer had the packaging for the hood and when they sent the carrier to pick it up they would not take it because it was not packaged. I was told by Truck and Gear that they would have the manufacturer of the hood *************** ship out the proper hood and i would than place the wrong hood into the box and that way it would be returned. Since this was discussed truck and gear will not answer a call or return a phone call to make sure that this happens. There has been zero communication on their part. When i ordered the hood off the website i had to look up my vehicle and it stated that the hood in question would be a perfect replacement for my current hood. I have sent photos to truck and gear for them to verify that it definitely is the wrong hood and they do agree with that. I am looking for a replacement hood or a refund of the money I already paid in the amount of ******. If you look at the reviews and complaints i am not the first customer to experience these problems and with a **** BBB rating it woould seem as though this is a systemic problem with this company.

  Business response

  03/28/2023

  Dear valued customer,
  We are sorry to hear about the issues you have experienced with your carbon fiber hood purchase from Truck and Gear. We understand your frustration with the delay in delivery and the receipt of the wrong hood. We would like to assist you in resolving this matter, but we must comply with our company policy and the manufacturer's requirement regarding product returns.
  As stated on our website, all returns must be made in the original packaging. This requirement is essential to ensure that the product is protected during shipping and to prevent any damage that *** occur during transportation. We are also required by the manufacturer to return the product in its original packaging to process the exchange or refund.
  We appreciate that you have sent us photos to verify the issue, and we agree that you have received the wrong hood. Unfortunately, we cannot proceed with the exchange or refund without the original packaging. However, we can work with you to resolve this issue by providing you with the necessary packaging to return the incorrect hood to us.
  We understand that you have had difficulty communicating with us, and we apologize for any inconvenience caused. We assure you that we will do our best to address your concerns and resolve this matter to your satisfaction. Please let us know if you require assistance in packaging the hood, and we will be happy to assist you.
  Thank you for your patience and understanding.
  Sincerely,
  Truck and Gear ****************

  Customer response

  03/31/2023

   
  I am rejecting this response because:
  Truck and Gear,
  You have false advertised for a hood that will not fit my vehicle as shown in the attachments.  It is Truck and Gears fault for false advertising.  I spoke with supplier, and they do not know why you even advertise a hood that does not fit the 328I GT Xdrive.  I brought it up and to this day you still advertise it on your site.
  However, we can work with you to resolve this issue by providing you with the necessary packaging to return the incorrect hood to us.  This is 100% wrong on your part, and I take offense to you even saying this, ********************* has stated that you will NOT provide the packaging and that you will talk to the supplier about figuring out how all 3 of us will pay for it.  I sent her the information regarding how much I was quoted, and she told me she thought it was a joke.
  We understand that you have had difficulty communicating with us, and we apologize for any inconvenience caused. I have called on numerous occasions and attempted to talk to the *** *************************** at least 5 times with no call backs.  According to *********************, she has also sent him numerous emails that have gone unanswered. We assure you that we will do our best to address your concerns and resolve this matter to your satisfaction.  No, you wont I have continued to get the run around from everyone there, I had a worker *********************** tell me that normally they dont even ask for the returned part.  3 days later he had changed his tune and stated that they now want the hood.
  Please call me ******************** to rectify this situation.
  Sincerely,
  ********************* *************
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed and payed for a bumper cover on December 28,2022 and have not received the part or a tracking number. I call and keep getting the same we will check and call you back which does not happen.

  Business response

  02/27/2023

  Good afternoon,

  This product was shipped on 2/8 and delivered on 2/9 by R&L Carriers with PRO# 480429801. 

  If you have any further questions please let us know. 

  Thank you. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a front bumper for my Dodge Charger on September 1st and I had just received it. This bumper is nothing like I expected, it doesnt have any of the clips its supposed to have, it doesnt have any of the divots its supposed to have, holes, it just ultimately does not fit my car. I took a good look at it when I received it and it is cracked in multiple spots (pretty big for paying $550). It took them two weeks to ship out my bumper mainly because I sent out an email asking what is going on. And on top of that with the huge shipping fee I paid it took this place a whole month to ship it out not to mention it is broken and inapplicable. This is falsely advertised as it does not have any of the necessary details that the pictures on their website has. I am very upset with this I am currently waiting on them to reply for an exchange or refund. I do not want this bumper I received.

  Business response

  12/14/2022

  Good afternoon, 

  ** are very sorry that our  customer faced an issue with the product bought on our site. 

  Unfortunately, what about damage, Proof of Delivery wasn't signed as we asked via email. Once delivery is made, and signed for acceptance - there is nothing we can do with that. We informed about it via email to make sure our customer will not face such troubles if rules are followed. 

  What about product quality we also have several notes on the website that product is raw and needs preperation work. 
  
  From our side we can offer 40% partial refund as an excuse for the product quality that doesn't meet customer's expectations. 

  Thank you,

  Regards

  ***************************

  TRUCK AND GEAR LLC. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I place an order on the 20th of May for a 35x12.5r18 tire, but I received a 305x70r18 tire. I talked with the company about them sending me the wrong tire but they said that since the tires are drop shipped they are going by the manufacturer word. The manufacturer said they sent me the tire I ordered because 305x70r18 is close to 35x12.5r18. They agreed to except the tire and give a refund full refund but they only gave me a refund for the price of the tire. As you can see in the pictures I uploaded I ordered a 35x12.5x18 tire but received a 305x70r18. I feel this is not my fault as there website shows that the size of the tire I ordered was a 35x12.5r18. They are saying that they are not responsible for the shipping charges because they sent the tire I ordered. As of right now I'm out all the shipping charges for absolutely nothing as they have received the tire back. They said that I should have refused the delivery but when I'm at work when this tire was delivered and they don't have you sign for the tire, it is hard to refuse it. I told them that all this could have been avoided if they would have reached out to me and told me that they are sending a 305x70r18 and not the 35x12.5x18 because I would have told them to cancel my order. I had a bad blow out on the intestate driving home from work and the other 3 tire (35x12.5r18) are still good. This company was the only one with the tire instock according to there website at time of order. After they sent me the wrong size and I could not find the tire I need I had to buy a whole new set of tires. All I want is the money that I'm out for this order and that should include all shipping charges as this is 100% not my fault as you'll see in the uploaded pictures.

  Business response

  12/14/2022

  Good afternoon, 

  This issue was resolved via full refund to our customer.

  We appreciate ******************** patience and sorry for the issue he faced.

  Thank you. 

   

• Initial Complaint

  03/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a product a month and a half ago. Haven't received it and left several messages wondering about the status and nobody has answered or returned a call. Just want my product or money back.

  Business response

  03/30/2022

  Good afternoon *****, 

  We informed you that product you purchased is on the backorder till April, however we were able to get it faster directly from the factory. 

  Your order was shipped on 3/17 and delivered on 3/21 via UPS 1ZEA95510345057696. 

  If you haven't received your package please check with your neighbors or check home camera if you have one. 
  

  If there are no signs receiving your goods, please let us know via email on ***************************** or call us at ************

  Thank you and have a wonderful day!

  Customer response

  03/30/2022

   
  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. ↩