Complaints

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 Legendary Mag Wheels for a 4 lug vehicle from PJ Pony Parts on 10/1/22. When I received the wheels, I had an appointment to have them mounted and balanced on my 66 Mustang. The tire shop took the wheels out of the boxes and took my original hubcaps off. They realized that I had 5 lugs on the back wheels and 4 lugs on the front wheels. They were unable to put the wheels on the car. They put the wheels back in the boxes but threw away the packaging inside. I had to buy bubble wrap to secure them when I shipped them back. It cost me $150 to ship the wheels back. PJ Pony Parts will not accept the return as they said they have been used. On their website under Return and Refund Policy, it only states, "All returned items must be unused and in resellable condition." I spoke to the supervisor there who told me that because they "prepared" them for mounting by putting on weights and valve stems, they are used. The website needs to be clear regarding what is considered used. The definition of used is below from the dictionary.1: having been used before one of the most used quotes : such as a: already exhausted for its intended purpose a used tissue b: having had a previous owner : SECONDHAND a used car This is a deceptive practice to ensure they do not have to make returns for expensive items. I am out $150 that I paid to ship the wheels back to them in addition to the $786 I paid for the wheels. These wheels are NOT used. PJ Pony Parts needs to add a disclaimer regarding wheels as this can be a common item needing to be returned. I am asking for my money back for these wheels. I tried asking for my shipping charges to be refunded, and the supervisor would not work with me in any way regarding my dissatisfaction with their customer service.

  

  Business response

  10/17/2022

  The cust did speak to a supervisor we will be reaching out to him again 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased three separate items on September 6, 2022 and never received one of them. I've emailed customer service at least 6 times and only gotten two responses about the matter being researched. The parts that were not included are tie rod ends for my 1956 ****. Cost was approximately $80 after tax. CS issued Ticket ID: ******. I've purchased several parts from this company and never had an issue. This time I feel like they are accusing me of removing the items so that I can claim that they weren't sent. I've already purchased replacements from another company. I have proof to show they were purchased after reporting the missing items from CJ Pony parts.

  

  Business response

  09/27/2022

  I spoke with the customer and have already issue a refund for the missing parts will email him again 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered multiple items from CJPonyparts, and only received 3 of 4 items in the shipment. I have disputed this with them as well as provided images of the 3 packages received, while there should have been 4 individual packages in the order. They are not helpful and accused me of receiving all 4 packages when it clearly shows on the ***** slip only 3 packages were shipped. I am convinced this company is ripping people off with this method, as there are numerous other reviews of people going through the same thing! They promised a refund and then followed up nearly a month later stating that the vendor sent them a confirmation that " all 3 packages were delivered" I explained there should have been 4. I ordered seats ( package 1) seat brackets ( package 2) a seat harness bar ( package 3) and seat belts which were never delivered, that would have been package 4. This company uses drop shipping and do not honor their customers, they are scamming good honest people like myselef and getting away with it. DO NOT USE THIS COMPANY, they can not be trusted.

  

  Business response

  08/30/2022

  I have reached to the customer through another review site also the refund for the seat belts were submitted today Cust has put in a dispute with his bank as well 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with CJ Pony Parts for an exhaust systems on 8/31. I was separately invoiced for two items, but only ordered and wanted one. I attempted to cancel the unwanted order immediately online, their system wouldn't accept it. I emailed customer service immediately. Additionally, I called the next morning during business hours to cancel. The CSR said they're unable to cancel & claimed it was already shipped. Two days later I received both items (only wanting one). I reached out again to get return information, they provided an address without a paid return label. I followed up again on Monday 8/8 and they refuse to pay for shipping to return the item. They want me to pay for return shipping out-of-pocket. I never ordered the part, I never wanted the part, I attempted to cancel it several times. They could have recalled the item with ***** but did not. I did my best due diligence to correct their error and now I'm stuck paying out-of-pocket to return an item I did not want. This made my transaction nearly twice as expensive as originally intended. My only ask to to pay or provide a shipping label for your items back. Invoice of that item is included

  

  Business response

  08/11/2022

  WE will be reaching out to customer to help resolve the issue Tell us why here...

• Initial Complaint

  08/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  RRE: CJ Pony Parts Order#********** I ordered on May 9, 2022. Original order was $1,637.40. I only received half of the order. My account was charged for the full price on May 9, 2022. I then emailed (tried calling) to find out where the rest of my order was (#***** was missing/$782.99 glass kit). I received an email from "Orlando" stating my order had been delivered. I emailed back stating that the glass kit was missing. On June 10, Emily D****** emailed stating that "estimated ship would be Mid July 2022" for *****. The item did not come by the end of July. I tried emailing multiple times and there was never any replies. Then I talked with a "Cameron" who said that the order would be delayed further. On July 20, 2022, I had requested a refund through email (I will attach). There was never a reply from this company. On July 31st, I was able to get through the customer service phone line and spoke with a "Natalie O*****" who issued me a refund and said that it should show up in 3 to 5 business days. As of Friday, August 5th, I was still not refunded so I called yesterday. I spoke with "Anthony" (8/6 @ 1:05 PM) who told me that Emily would get back to me. This has been a very frustrating experience. I am requesting (have been for over two weeks) a refund of $782.99 for an item that I was told was "pushed back to the end of August" and that I have never received. I would greatly appreciate help in getting my money back. Sincerely, ****** ***** PS. I have kept all emails regarding this issue.

  

  Business response

  08/11/2022

  Emailed the customer letting him know the refund was processed on on 8-11-2022 for $1184.42.  

  Customer response

  08/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Trying to get Refund. But the Company isn't responding consistently when I email them. It's been 2 months since I first filed for the refund. I've already shipped the item back, and haven't gotten a refund.

  

  Business response

  08/09/2022

  We are working with the customer in getting his refund taken care of.  I will reach out to him and follow up 

  Customer response

  08/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a transmission for a 1969 ******* on the phone with them to make sure it would fit. Found out it wouldn’t mid transit. Tried to cancel they refused said I had to return. They also tried to make me pay again with ****** after credit payment. Been told multiple times for 3 weeks they’d give me the return info, sat on hold almost 24 hours total since June 29th. Ordered June 1st. I asked just to be kept in loop and still hear nothing. I have until august 1st then due to their policy I can’t return. They see my issue in the ticket each time I call but again no one has even emailed me. I didn’t even know about the ****** issue they tried pulling until I called to ask why I had no tracking number. On my credit card it doesn’t even show they’re buisness name in the transaction. I’m on multiple vintage mustang restoration ******** pages and multiple guys have said this is common with them. I’ve tried to be paitent cause covid and the 4th of July but I’m at a loss now and don’t know what to do or how to get help. Please help me. 

  

  Business response

  07/21/2022

  We have been in contact with the customer had sent a request to have the part picked up 7-21-2022 

  Customer response

  08/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards, so I ordered a transmission on the phone with the company cj pony parts for my 1969 *******. I did it on the phone to make sure it would bolt in without having to do any fabrication or cutting of any other part of the car. I was explicit with the salesmen on the phone about that because its beyond my mechanics capabilities. They didn’t send a tracking number so I called them. They tried making me pay again without refunding on *** *** because I had it shipped to my mechanic and not the billing adress where I live. It came on a palet I wouldn’t have been able to transport it myself. I spent hours on the phone with them and someone eventually googled the adress saw it was a shop, and sent it out. My mechanic realized he’d have to cut the drive shaft and the salesmen was wrong. I called to cancel and they said I had to wait for it to arrive and pay to ship it myself. Live and learn. The problem begins they wouldn’t give me the info I needed to send it back. I spent countless hours on hold or call back list and nothing. I finally get the return authorization number and they tell me to wait a few days for them to check something i can’t remember what because this was probably mid June and I’m just so drained from them. But more of me sitting on hold and then saying they’ll call back I get sick of it and paid this lady idk what to call her exactly 400$ To deal with them for me. We get it set up where I’m supposed to shop it back which was 1300$. Whatever I was gonna get some money back but they wouldn’t give me some form and I ended up calling them demanding my way through a manager who goes and profusely apologizes and agrees to cover everything but the 400$ I paid for *****. The lady I mentioned. After I told them I filed an ftc report and had started a report with you guys. Eventually they clear that up and pick it up. I’m happy I know the refund would take awhile but when I checked my email and saw it they gave them selves 20% off the 3600 I paid for just the product before refunding me. I’ve posted all over the ******* forums and they’ve screwed over more people almost just like this. Except others didn’t stay on them as much as I did and then the return window would lapse and they’re stuck with the product. I’m attaching screen shots of the emails so you can see the price I paid and when discount was applied. Please don’t let anyone else fall victim to them and 
  
  *************************
  

• Initial Complaint

  07/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a digital gift card for 100.00$ from CJ Pony Parts on June 19th, something I have done for the past five years. Each time I am emailed the gift card within a couple of hours and I a can pass it on. I received a confirmation email after the order but never received the actual digital gift card. I filed an inquiry on their website on June 28th asking where my gift card was and received the request number ****** for my order number ********. I received an automatically generated email confirming my inquiry and nothing else since then. My bank account was charged for the amount of the gift card on June 21st and at this point I'm just looking for the product for which I paid. Thank you for your help.

  

  Business response

  07/13/2022

  I will be reaching out to the customer and sending him the digital gift card 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  How are they still showing an A+ rating, BBB? Look through these reviews.. everyone is having the same, awful experience with this company. I don't know what has happened in the last few years, because they used to be a decent company to order from. I ordered a suspension kit from them in February; 5 MONTHS later, it was finally shipped. They never reached out to me to try to provide any updates, I had to contact them about once/month to try to find out status. Any time I tried to talk to Customer Service they were horrible. I don't know if "Austin" is just the name it shows for everyone you're chatting with, or if he is really the only one that is ever chatting, but it has always been him I've reached. When they did finally ship my order, they left out the brake booster. I spoke with Austin and he never once apologized, just said it didn't ship. He said there was one in their Las Vegas location and that he could cancel the existing order and get the one in Las Vegas shipped to me. I again asked for them to provide an update once this happened, which they did not. I noticed that the original order had been refunded/cancelled, so I reached out and again got Austin through their chat. He blamed it on his "reps" and said they cancelled the existing order but didn't leave the credit on the account or order the part in Las Vegas and it was no longer available. When I asked what they could do to resolve, he said "nothing other than just order the part from the manufacture again" (ie, WAIT another 5 months). I asked to speak with his supervisor and he said "they'll just tell you the same thing".

  

  Business response

  07/06/2022

  I will be reaching out to the customer to see what can be done to help resolve his issue.  

  Customer response

  08/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  The company has not provided any type of potential resolution. Instead of offering a resolution, they asked ME to provide a resolution. I asked if they would like to provide a coupon towards a future purchase and have not heard back. The next day they respond on here saying "they're not sure what to do". 
  
  This was after they said they would get back to me in a day and instead responded 3 weeks later. I don't believe this company will be able to resolve this issue, because they are uninterested in making anyone happy with their services/products. 
  
  Regards,
  
  ***********************
  

  

  Business response

  08/08/2022

  We are working with the customer on providing a discount on his new order.  He has been emailed letting him know I am looking into this for him. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Parts were ordered from CJ in January 2022, after months of delays one of several items arrived, damaged. I called and was told to send a picture of the damage and the return process would begin. It is now mid June and I still have not heard anything. More parts have arrived since, these parts are incorrect. I called to resolve all issues, today, the 21st of June 2022. Been on hold all morning, finally got a call back where a very rude gentleman was unhelpful, immediately wanted to transfer me to a different department. (They chose which department to call me from.) then transferred me to no where. Sat on hold, left many more messages, no call back, no resolution. Approximately $1000 dollars worth of useless and months of waiting. This process has been frustrating, unproductive and they have not delivered any item that was described or paid for.

  

  Business response

  06/27/2022

  Located the emails from the customer will follow up with him to get this resolved 

*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. ↩