Complaints

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Emailed company and asked if I order this part, could I return it if it does not fit. ***** ****** emailed back and said YES. He said they would send me a prepaid shipping label if the part did NOT fit or was defective. The part came, did not my car - so I put in for a return. *** ******* emailed me several times s insisting I had to pay to return the item. I sent her a copy of the email from ***** ******, her boss, and she still kept insisting I had to pay for the return shipping costs. She was very unprofessional and rude in the emails. I paid for the shipping because I felt as though I had no choice. The company clearly violated their return policies and are fraudulent based on not following their own communication and policies. I would like to be reimbursed for the cost of the return - $15.25. I provided a USPS receipt.

  Business response

  08/23/2023

  Hello! We apologize for the confusion, but we test fitted the part on a 2015-2020 ***** *** near us, and we have verified the part does indeed fit. With this being said, the part is either not being installed correctly, or another unknown reason. Because this reason is no fault of our own manufacturing processes, the return is not eligible for a pre-paid return label. We can issue a full refund once we receive the part back, but we are not responsible for the return shipping costs as noted in our return policy. We apologize for the inconvenience you have faced, and we hope you shop again with us at ********* in the future. Hope you have a great day!

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Per email communication from the Director of Sales and Marketing - it clearly states it the item did not fit - it would fall under the manufacturer warranty which will result in sending me  
  
  Regards,
  
  ******** *********
  
  
  
  
   

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I returned the part prior to filing this complaint. As a consumer, I did my due diligence and contacted the seller prior to purchasing to ensure the part was returnable and to clarify their return process. I was told if the part did not fit - I would receive a return label. End of story. After purchasing the part, it DID NOT fit my car. The $65 piece of plastic DID NOT fit my car. As a consumer, I have never had to show proof that my purchase did not fit etc, nor have I ever had a company go to such great lengths to tell me I am wrong and an item I purchased fit - regardless of the fact that it clearly doesn't. The rude and poor customer service alone will keep me from ever purchasing from your company again. It's clear your company chooses to mislead customers, as well provide fraudulent information concerning your return policies. 
  
  Regards,
  
  ******** *********
  
  
  
  
   

  Business response

  08/29/2023

  The product fits exactly as pictured. We have test fit this on the customers exact vehicle. The customer is free to return the part for a full refund as per our policy. 

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As previously stated - I have already returned the part and am waiting on the refund. The lip of edge of $64 piece of plastic did not fit plush on my bumper. Your company provided me false information leading me to purchase this item from your company. I was clearly told in an email if the part does not fit - it would fall under the warranty and I would receive a return label. I purchased the item and now you clearly want to debate that this piece of plastic fits my car. It doesn't. Your customer service is awful and fraudulent. Very unhappy. 
  
  Regards,
  
  ******** *********
  
  
  
  
   

*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. ↩