Complaints

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a truck bed cover from the company listed for almost 1200.00$. I received the cover and called the company and advised them that the bed cover did not fit properly and was a defective product (gaps in the cover, did not operate as it should) I was given a RMA return merchandise authorization number with NO return label. The company advised me that I would need to pay for shipping myself. This package is 85lbs and cost over 200.00$ to ship. I requested to speak to a manager. *************************** called me back he was unwilling to assist and did not want to give me his information. I told him the website clearly states For any return due to a manufacturing defect or because of our error, Retrax will absorb all return shipping costs. Our **************** team will provide a prepaid shipping label to have the product picked up and returned to our facility, at our expense. He advised me that I would need to contact another company which I did. I spoke with the other company called Truck hero. ****** advised me a supervisor would call back to resolve this issue it has been almost a week with no call from a supervisor. With the lack in customer service and support I paid the return myself and still have yet to hear from this company. The package has now been delivered and no refund issued as of today. I would like to be fully refunded including the shipping that I was forced to pay.

  Business response

  09/20/2022

  *********** called on 9/14/22 stating he did not like how the cover fit nor how it operated and was not satisfied with the overall product wanting to return it. Retrax stated he would need to ship it back his purchase at his cost per our return policy. https://retrax.com/shipping-and-returns. After he received his authorization, he called back to talk to several reps and the supervisor stating the cover was defective and that we need to give him labels to ship the product back because he felt like it was defective. *********** refused to send any pictures or making any adjustments and the gaps in the cover and was not operating as it should were linked by Retrax to the install of the cover,  once corrected the cover would work as intended.  *********** once again stated the product was not the type, not quality of the cover he liked or wanted for his truck and wished to return it. Based on our retune policy we determined that the issues were related to install and not defects and that *********** wished to return the cover because he did not like it we would issue a return of his purchase, but he would need to send it back at his cost. A restocking fee is accessed on returned covers, but was waived in this situation and *********** was only asked to pay for shipping of the product which had already been installed back to Retrax.  The product was returned to Retrax and was received by our ************* today (9/20/2022) from Fed Ex who delivered the product back to us at *************** cost. The refund for his return was also issued today and should take a few business days to post to his credit card account. The entire original purchase of $1,175.93 was refund back to the card he used to make the purchase. The $200 shipping is not to be refunded on top of the purchase as the return was authorized to be returned at his expense per our policy since no defects were found and *********** stated several times with several reps that he did not like the cover, the quality of it, or how it operated.

  Customer response

  09/20/2022

   I am rejecting this response because:
  
  This information is not accurate. ***************** and the customer support team chose to hear that I was Unsatisfied with the product. The original reason for return and complaint was defective product. This company makes the customer feel that the customer is always wrong no way the product could be defective. I stated that after it took almost two hours to install and remove I was not going to put back on the vehicle for pictures and that I would like a full refund with a shipping label. This is overall extremely poor customer service and frankly product i general which could of easily been handled by ***************** a week ago

  Business response

  09/22/2022

  At no point in the 1st contact we received on 9/14/22 from *********** were any issues related to the cover discussed only that he was not satisfied with the product and wanted to return it. After he received his return authorization, he called back to talk to several reps ***** the supervisor starting off each conversation with that he was not satisfied with the quality, fitment, and how the cover operated.  He then proceeded to asked how he could get the cover shipped back to Retrax at our cost as he did not want to pay to ship it back. At that point, *********** began to bring attention to what he referenced as defects to the cover as the issues would be shipped back at Retrax's cost. The issues *********** references as to the gaps in the cover ***** was not operating as it should were linked by Retrax to the install of the cover, once corrected the cover would work as intended based in the information *********** provided. *********** stated he didnt care about fixing the cover that it was not the type of cover he wanted in the first place. *********** would not make any adjustments or take any pictures of the alleged defects that would help Retrax to determine if the claim could be validated. Based on our return policy with the statements made by *********** and finding no defect as the issues stated were related to install issues when installed by ***********, Retrax refunded the entire purchase in full even though the product had been installed ***** used due to ************* repeated statements that he was not satisfied with the overall quality, fitment ***** operation of the cover. Currently the entire original order amount of $1,175.93 was refunded to ************* card and the shipping charges are not be refunded due to the return policy stating Items returned for any other reason(s) would be the responsibility of the customer/purchaser to include "did not like the product" return shipping costs will be the responsibility of and must be prepaid, by the customer. https://**************************/shipping-and-returns

*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. ↩