Complaints

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Placed an online order with the company on 19April2022, for a product I never received. On April 20th, I received an email about the product on backorder and shipping to be 4-5 weeks out. I attempted to contact the company directly 6 1/2 weeks later through the phone, but no response (twice) when requesting a call back. I also attempted to speak with an "agent", through their automated prompts, but no one was answering the phone calls after multiple attempts, on different days. This company literally does not have a customer service, and apparently I will be out $104.93.

  

  Business response

  06/08/2022

  Located customers information will be following up with him regarding his order giving his lead time. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/1 I bought two products and paid for two day over air shipping. I was guaranteed that it would be shipped same day and received Friday 6/3. Friday 6/3 comes and I still had not been given a tracking number and order was stuck in process. So I tried to contact the company by phone, chat, and email. Several times to no avail. Then finally I did get an associate on the phone that explained to me that for some reason my order was on hold. He couldnt explain why but would be calling me back to update me in 30 min. 2 hours pass and he had not called back so I called them back. At which point I was told by another associate that the order had to be approved by a manager and that is why it had not shipped. Even though the website guaranteed the order to be delivered. The associate then did refund me the 121 dollars for the shipping, however he then replaced the order, with free standard shipping, which could put my order out another 7 days when I was guaranteed 2. As well as the order still order in process with no explanation to when it will be shipped or when I will have the product. I do feel the company should have at least tried to stood behind delivery. I understand that things happen, but pushing my order out further with standard shipping when I was guaranteed doesnt seem like very good customer service. At this moment I am still waiting to even get a tracking number or any shipping information.

  

  Business response

  06/07/2022

  I will be reaching out to the customer.  His order was delivered on 6-7-2022.  The order was on hold due to being first time order and a high cost order.   When this happens we do reach out to the customer to verify the information.   This policy is to project our customers from an fraud.  

  Customer response

  06/10/2022

  [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:

   though the product was finally delivered it was not delivered in the guaranteed time frame. The company did not reach out to me I had to reach out to them when the item did not deliver on the first agreed upon time. I paid 121 dollars for shipping for a guaranteed date. I was recharged this 121 on Friday and told my order again would be here on Monday. Second guaranteed shipping date. I did not receive the package until Tuesday. Again not delivered at the guaranteed time yet I was charged for that guarantee. I lost a customer and the 121 dollars. I feel as since the shipping is guaranteed on your web site, and was guaranteed again by a customer service agent for a different day that did not happen. That this company should stand by the guarantee and refund the shipping cost. Product did arrive Tuesday, box was open and damaged. Product inside was fine other than it was for a 2015-2017 ******* not a 2019 as I had ordered. It all fit though an I am happy with the product however not with the loss of the shipping cost for the companies promised delivery dates they were not fulfilled. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ********** ******** ******* Exhaust System (PN ******) on March 8, 2022 from CJ Pony Parts. The original order invoice ID is ********. Following a month of use on my vehicle, the driver's side muffler developed a vibration sound at all times. I contacted the manufacturer, ****** ***********, on 4/29/2022 and was instructed to contact the distributor, CJ Pony Parts, to receive a replacement system. I contacted CJ Pony Parts the same day, 4/29/2022, and was given an request number (******) and told my request would be reviewed and I would be notified of their decision within a few days. After not receiving a return call in 2 weeks I called CJ Pony Parts again on 5/13/2022 and was instructed they needed 2 weeks to make their decision and to call back on Monday, 5/16/22. I again called on 5/16/22 and was told by the customer service rep that a new exhaust was being shipped "that day" and a manager would make the call to ******. After 2 days, and not receiving a shipping notification, I galled yet again to CJ Pony Parts, this time to be told there was no exhaust shipped, and that a supervisor was still trying to contact ****** and would call me back in 10 min. After 2 hours, I called back that same evening only to be told the same thing as before, no exhaust is being shipped and a "supervisor will call you back". As of 5/23/22, I had received no call, so I called CJ Pony Parts again, only to be told the same story. "the supervisor is out, he will call you." Similar calls were made on 5/25/22 and 5/31/22. On my 6/1/22 call, I was informed it was being overnighted. On 6/3/2022 I was informed no replacement was coming and I finally gave up and requested a refund. Still waiting on that process. CJ Pony parts lied to me not once, but twice about replacements coming, and tried yet again on the 6/3/22 call, but a manager finally got on the line and admitted none would be coming. I find this a direct violation of the warranty agreement.

  

  Business response

  06/03/2022

  The cust spoke to a supervisor today and explained everything to him 

  Customer response

  06/13/2022

  [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:
  

  The response was not accurate; however, the business did give me the option to return my item.  I shipped the exhaust back to CJPP on 6/3/2022 and it was received 6/7/2022.  The refund was processed today, 6/13/2022.  I consider this matter closed.

  Regards,
  
  *************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a custom interior seat recovering kit, that was not cheap. In fact, it was about $600.00 for the set (2 bucket seat covers, and the rear bench seat) I actually spent over $1400.00 on that whole order. I actually have ordered a lot of stuff from them in the last 4 years. But anyways, when the seat covers finally came in, the back seat cover bottom has stitching that is coming apart. I contacted CJ Pony parts, and they said they would look in to it. That was a formal request for either a new seat cover bottom, or some sort of resolution, and that was on April 2nd, 2022. They have told me nothing. The last time I heard from them was on April 22nd, even though I have asked for updates 5 times since then. Their response was that they are busy and haven't heard from the manufacturer of the seat cover (TMI) They will not respond to my latest inquiry's. They have stopped all communication with me.

  

  Business response

  05/30/2022

  I am reaching out to the customer and going to help get this resolved.  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered auto parts on line, costing $592.99, on 5/9/22. I discovered on 5/25/22, CJ Pony Parts cancelled my order without notice. I called my credit card co. CJ Pony Parts charged my credit card $592.99 and did refund my credit card when they cancelled order. CJ Pony Parts does NOT answer phones or emails.

  

  Business response

  05/30/2022

  I will email the customer he was refunded $592.99 on 5-26-2022

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an mbrp exhaust on 4/16/22, it took about 2 weeks to get here and I ended up changing my mind about the part and returned it. I shipped it and they received the item on 5/6/22 and I just got an email on 5/20/22 saying that my credit memo has been processed, but the money is still not in my bank. I have sent multiple emails and I have not gotten straightforward replies or replies in general about info on where my money is. I just want my $300+ back in my bank.

  

  Business response

  05/23/2022

  This cust reached out to our social media team.  I (Barbara C***********) emailed them and explained it can take two to three business days to show back onto their account.  This does depend on the bank or credit card company.  They were emailed 5-23-2022.  

   

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order a turn signal switch for my 67 ******* it was defective doesn't work at all my mechanic try calling no one calls back or answers the phone. So we order another and again same garbage so I decided to to call summit racing for the part I got part work perfect finally 2 weeks later they won't take parts back or refund my money

  

  Business response

  05/10/2022

  The customer has two RMA to return the defective turn signals.  I will reach out to the customer 

  Barbara C******* 

  Customer response

  06/02/2022

  
  Yes the matter was resolved 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #********A ********* set of rims/tires (in stock) for 1967 ******* ordered on 1/11/2022 for $ 1,698.22. After ordering, we were called and told that they were not in stock, then they were, then just the back tires then all...Finally it seemed to get straightened out and we received items on 1/24/2022. Bad weather in Washington so we did not open boxes or install tires until 4/17/2022. Tires were installed according to the embossed measurements on the outside of the tires. After installing rims and tires on my newly painted classic car and backing out 10 feet with minimal turning, one front tire hit my fender, shredding that tire and denting my fender. We removed the tires to inspect them and noticed in small print on the inside of the rim(s), measurements that did not match the measurements on the outside of the tire(s). CJ Pony had mounted the narrow tires to the back rims and wide tires to the front rims. As a result, my fender needed repair and repaint costing us an extra $200. I reached out to CJ Pony customer service who in turn said they couldn't verify damage since return window was outside the 60 days. My response was what difference does another month make? We took the tires to a professional shop and paid an extra $89.73 to fix CJ Pony's mistake. The tire that shred did not go deep enough and we were able to salvage and use it. I asked for remounting refund and the money to fix damage to the car. I have heard nothing back since 4/18/2022. I am asking for $289.73. CJ PONY's statement in part on their website: "CJ Pony Parts is dedicated to providing the highest service levels and the highest quality of products available..." 

  

  Business response

  05/04/2022

  I will be reaching out to the customer to help resolve this issue.  Barbara C******* 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 340 usd worth of items from CJ Pony parts 3/8/2022. Shipped same day, parts were on delivery truck out to residence **** 3/11/2022. **** 3/11/2022 parts redirected to their PA warehouse by shipper. 3/12/2022, I contacted CJP, they told me they did not redirect shipment. Called ****** they said shipper redirected. Called CJP, informed them what ***** said, CJP accused me of being shipper, I asked how could I have been shipping from their store to my house using their invoicing system. Package sat at there distribution center from 3/13/2022 to 4/5/2022. Bought same parts from competitors and installed them on 3/22. Asked for refund from CJP. Cjp told me to send pictures of the items so I could get refund. I asked them how was I to take the pictures since they were in there own warehouse. They said they would issue refund on 4/7. It's 4/22 and no refund. Also when I log on to check status, it says I don't have an account, nor have I ever ordered anything.

  

  Business response

  04/28/2022

  reaching out to the customer having the refund issued.  The order was returned to needing an address correction 

  

  Business response

  05/24/2022

  I will email the customer to see what is needed He was refunded 

  Customer response

  05/25/2022

  [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 ********, they refunded me (8 1/2 weeks later with no interest) and changed my login to the company account and blamed the courier for the recall. So, if that is what passes for business scruples and morals, then I have no choice but under duress to accept. Interesting, how a top 50 company, has to resolve their business acumen with a VP for the company. I am sorry, I ever had to deal with them. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part on 3/10/22. Received the part on 3/13/22. I realized it was the wrong Steering Column. I called and sent an email on 3/24/22 inquiring about the fitment issues. They returned my email with information about returning the item. I didnt want to return it at the time. I tried to call numerous times. The call center was busy and would call back. I never received a call. I emailed them that I did in fact want to return it. No response! I sent emails on March 24 (x2), March 25(x2), April 5, 6, and 7th. I even tried them on ********* The company will not reply to anything now. Not even to tell me how to return the item. I want my money back. The order is #********.

  

  Business response

  04/19/2022

  I reached to the customer to help resolve the issue with the steering column.  Apologize for the inconvenience this has caused him.   

  Customer response

  04/26/2022

  [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,
  
  *****************************
  

*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. ↩