Complaints

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a USAF officer who has not dealt with this level of dishonesty before by a supposedly 'patriotic' merchant. I ordered a hitch mounted truck mount, completed a verbal discussion of the product (was assured, incorrectly) that it was a solution I was looking for, I did not review any disclaimers as to warranty/return, merchant took my credit card number, never gave me an order invoice or other information, and shipped me a 'product'. Well, when I tried to install it, it was the most atrociously designed/welded accessory I have ever seen - it was defective in machining where it slid over the hitch, making the entire unit unusable - it tilted and twisted around the hitch and contacted the ground where the mud flap dragged on the ground. I boxed it up and prepared to ship it (on my own dime) back to the merchant. He briefly spoke on the phone, refused an RMA, said it was defective and MIGHT (did not commit!) to sending me a replacement part (which I would have had to spend 1+ hour completely reinstalling myself!) and would not consider any price adjustment/return/refund, nothing! He claimed on the website (which I did NOT order through, and never saw/signed any information) that he would not accept any returns, when it says clearly that defective products are accepted for return. I offered on the phone to ship back for a refund minus me paying for return shipping, in good faith, and he hung up on me, after insulting me, even saying my choice of product was stupid and he could never sell it again! Reflect much on your own bad products, bro?! Here is a link to their return policy, which he did not honor - keep in mind over the phone he admitted it was defective AND at that time, I had not reviewed the website as I never ordered through it to see this policy, as I ordered over the phone.https://northweststeelcrafters.com/return-policy/I filed a complaint with my credit card company and they are still working through it, but I would like a return/refund brokered. Tks.

  Business response

  06/09/2022

  Hello ******
  
  Thank you for responding back to me. I think the best response from me to the customer is that I will still honor the defective part warranty. Even though we did not see anything defective in the part before we shipped it to him. I will take his word for it. If he would still like the piece, we will be glad to warranty it and ship it to him at no-cost to him. 
  
  Thank you so much for your time and attention to this complaint for me!
  *********************** Owner
  
  NorthWest Steel Crafters LLC.
  8822 **************.
  ******, ****** 97009
  ************
  **********************************
  www.northweststeelcrafters.com
  

  
  

  Customer response

  06/09/2022

   
  Complaint: 17331735
  
  I am rejecting this response because: I already discussed with merchant that I don't have the tools or ability to replace the defective part he has discussed - I am military/disabled without full use of my hands due to recent accident. In fact, I took the part to a local garage to see if they could remedy the situation (********* in ******, **) and they agreed with me the machining was uneven and didn't allow for the product to fit the hitch properly, even with modification. I have provided this 3rd Party opinion from the garage to the credit card and it is attached. Since the part is defective, as I initially proposed, I am happy to pay for shipping back for the product, I know fuel/shipping is expensive. According to his own website, defective products are accepted back, but he did not authorize an RMA when I contacted him the first time, and hung up on me.

   

  It discusses a restocking fee (though it seems like that shouldn't be charged since it's a QC defect vs other return reason), HOWEVER since I made the purchase on the phone vs. online, I was not aware of these terms of return when I made the verbal purchase.

  HOWEVER to vouch for my ability to compromise, if the defective product can be returned and sent back (It's already boxed/taped and ready to be returned in my garage), I would agree to a 20% restocking fee and get the remainder of the purchase price credited to me and he can have the material to go to another product.

  Here is the link on his website discussing defective product return: https://northweststeelcrafters.com/return-policy/
  
  Sincerely,
  
  Maj Josiah ***** USAF

  Business response

  06/13/2022

  To whom it may concern: I reached out to **************** and talked to (****) the same person that ****** talked to about our hitch guard product. **** said that if I were to warranty the part of the hitch guard that is defective, they would not have a problem changing out the plate that has 8 bolts in it. ***** garage said the product should work well with the replacement part. I don't really believe ****** ***** about he is not capable of replacing the warrantied part himself. It only takes an Alen wrench and a crescent wrench to change a few bolts. ****** had to use the Alen wrench and crescent wrench to put it on his truck.

  The main reason I will not accept a return of this unit is ****** decided he wanted to customize the hitch guard by having us cut and bolt on custom Skull and Cross Bones Anchor weights. We will never be able to sell this to another customer. This is why our return policy states we will not take back custom orders!

  ****** at one time thought he needed this product so if I replace the warrantied part, the product will work fine for him. I think he doesn't want the product because he does not want to buy an additional longer ball mount to make it work for him. Before ****** bought the hitch guard from me, he asked me to look at the brand of hitch he was using to see if our product would work with his hitch. I told him; I did not think the shank of his ball mount was long enough to work well together. Even though I told him it would not work he decided to go ahead and order it anyway and then also have it customized. 

  I as the manufacture have done and will do what I should do to stand behind my product. I will replace the warrantied part for him at no cost to him. But I will not take back the customized product. Just because ****** has changed hi mind is not my responsibility!

  Customer response

  06/15/2022

   
  Complaint: 17331735
  
  I am rejecting this response because:

  The merchant has wrong facts, has created an alternate set of understanding in his mind, and will not even call me personally to resolve the facts. My hitch IS long enough and is NO FACTOR in installation, however the cut of the product where it wraps around the hitch shank is defective/angled and will not work, regardless of hitch - it's a QC/defect of CNC! The website CLEARLY states on return policy that if a product is defective (as this is and I'm glad the merchant has confirmed with Fat ***** that this is in fact, defective, backing up my credibility), it can be returned with an RMA. No RMA was given. I stand ready to return it, in fact, I offered and still offer to accept a restocking fee (20% or so negotiable for flaps re-install) for the 'custom' parts {I disagree they are custom, but will compromise in good faith}, which can be removed and replaced with normal flaps if he wants to resell it. I categorically disagree that a defect falls somehow under 'custom product' category and then suddenly is not covered by any return process. I'm perfectly willing to allow $50-70 or so to allow payment of the 'custom' item [flaps], even though his website has on a draw down option menu, and the shapes like mine were not listed as a custom option! 'customization' is listed as entered text only "ex: MAGA", which I DID not order.

  I can provide an injury report (though I don't think that is at all necessary in the scope of this dispute) and I'm not sure why the merchant automatically assumes a military officer is LYING to him - I had an accident/overuse injury since the delivery of the defective product. I am currently in the process of moving to the Carolinas, and if he would like to save the shipping costs of his proposed solution of shipping out a whole other heavy piece to the east coast I'm not sure why he wouldn't take this back plus restocking fee as his website states to put 'normal' flaps on and resell!

  Merchant: are you prepared to send that whole top section out to east coast? If my injury  persists (it may be fine by then, I'm not sure) would you cover a little labor for a shop to do 15 min labor or such to replace that whole top section? These are valid questions, and if your want to retain a professional business, it should concern you to act in good faith and not dig in and refuse ANY service that is stated on your website/return policy. Over ~ $300? 

  
  Sincerely,
  
  Maj Swim, USAF

  Business response

  06/17/2022

  The piece the customer needs is 1/2" thick x 8" x 6" this is the only piece that is defective. I will gladly send it to him at no cost to him and he does not have to return the defective piece! It should only take 5 minutes to change this very, very, very simple!!! part out. My website does not say I have to take the entire unit back. There is nothing wrong with 85% of this product. It is also not my problem that the customer says he can't use his hands or hold an ***** wrench in one hand and a box wrench in the other. These are exactly the same tools you would use to install the product onto your truck every time you need to use it. This will be my final response to this complaint!!!!!! So, the customer needs to decide today if he wants me to send the warrantied part now! Or forever hold his peace! if there is nothing wrong with the customers hitch then he still has the need for the product. Why not just accept the warrantied part to make it work perfectly for himself! I am sure that if any of the public views all of this information they will understand that I have tried to satisfy this customer! There are just some people you cannot satisfy!

*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. ↩