Vivid Racing

This company shipped 4 wheels to me, the boxes they were packed in were nearly destroyed and 2 of the wheels were damaged, they keep sending messages about leaving reviews but won't respond to any of my messages about the damages. Terrible service.

Because Vivid Racing reserves the right to accept or decline your order for any reason, typographical, product photo, and/or pricing errors that may occur do not entitle a customer to receive something from those errors. Vivid Racing cannot be held responsible for honoring...

purchases caused by such errors and will simply take action to correct the error.  These errors are not a misrepresentation of a product, business, manufacture, or sale but an error which Vivid Racing's responsibility is to correct the error. We have an entire data team dedicated to updating pricing and product changes. Many (most) vendors do not tell us when they have product or pricing updates.  As diligent as we are to update our content, it is impossible to keep it 100% accurate at all times. To resolve this issue with this client we offered to discount the item or refund him in full. He felt that we were obligated to adhere to the incorrect price on the website.  Since the client was not willing to pay the difference, we refunded this client in full and canceled the order. Terms and conditions are posted on our company websites.  http://www.[redacted].com/[redacted]If we can be of any further help please let us know.

Thank you for the reforward.  The customer ordered special order parts that were very specific to his car and his application.  Invoice [redacted] was placed 9/15.  We contacted the manufacture on 9/30 for an update.  They provided another 4 week eta and the customer was updated on...

10/27.  Eventually 1 item could not be shipped so we refunded him on 1/8/15 and shipped the other item via[redacted].[redacted].  His order is now closed and he would have received all this information to his email already.

I've got close to 20k in parts from this company(procharger, pfadt suspension, apr aero, exhaust, etc). Most of my expectations have been exceeded in every way. I will continue using them for the fast shipping and great costumer service.

Awesome product selection and even better customer service! I ordered a set of WORK EMOTION KIWAMI 18x9.5 5x114.3 +30 offset plus WORK RS-R Type (Open End) Black Lug Nuts M12x1.5. They arrived on my doorstep and the packaging was superb, I opened them immediately and found everything I ordered. When I initially placed the order back in June, they didn't have the items I wanted in stock and customer service delivered when it comes to customer satisfaction.

Jacky was very helpful in making my order smooth and easy. He regularly emailed me status updates regarding my order and made sure that I got exactly what I requested. I will definitely shop with Vivid Racing in the future, as they always have new products showing up on their site!

This is the first time I've ever installed anything under the hood of a vehicle. [redacted] was great at helping me select a [redacted] that would be easy for me to install as well as giving me great performance. The sound under throttle is amazing! It sounds more like a hot rod than a truck. The engine pulls hard to red line and I feel that I got more power than I was expecting. Thanks for steering me to a great product!

Recently purchased a tune from Vivid racing, I had few technical issues on my end being new to the process, but [redacted] was extremely patient and responsive to me all my request and essentially walked me through the entire process, to ensure that everything was as it should be and that I was happy. He and vivid racing provided me EXCEPTIONAL CUSTOMER SERVICE!!!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Just opened the the answer from vivid racing. Again with the lies. Even spoke with the owner on the phone.they sent me the wrong product I never ordered nor did we discuss as an alternative. They just sent it. Dont appreciate the spin on the situation . Here's [redacted]s email after I had spoken with and sent his employees email to him. The most unprofessional company I've ever had the misfortune of dealing with. When an owner replys to a customer email with the bellow comment on his staffs behavior and replied to Revdex.com stating lies to cover themselves when I have it in writing is appalling. See the below email I received from [redacted] after speaking with him about the wrong item and the attempt for me to help them out in their own mistake. "Yep that email kinda sucks"...... Yep that email kinda sucks.  She is new.  I apologize and will resolve this. [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted] Sent: Monday, November 17, 2014 9:40 AMTo: [redacted]Subject: Fwd: Vivid Racing [redacted] This was the email I received. Hope this clears up the confusion Sent from my [redacted]Begin forwarded message:From: [redacted]Date: November 11, 2014 at 7:22:29 PM ESTTo: [redacted]Cc: "[redacted]" <[redacted]>, "[redacted]Subject: Vivid Racing [redacted], As I was putting together your information to send to the billing department I noticed something. You only charged 420.00 for the titanium muffler you ordered. Then you also got a $25 discount. The retail price is normally 465.00 so you got a great deal. Unfortunately because of this discount we are not able to give you any sort of refund. If you have any questions please feel free to email myself or [redacted]. Thank you, [redacted] Vivid Racing[redacted]Ph: [redacted]Fax: [redacted]"To Exceed our customers expectations through continuous improvement and customer satisfaction"No virus found in this message.Checked by AVG - [redacted]Version: [redacted] / Virus Database: [redacted] - Release Date: 10/30/14Internal Virus Database is out of date.Regards,[redacted]

Here is a quick run down of the correspondence we have had with this client. As you read through this you can see that we have not ignored the client one bit but have been trying to rectify the situation. We cannot just send out new tires until we receive the old ones back first. We have repeatedly...

sent out return shipping labels to this client but have yet to have them sent back. We have resent labels again but until she returns the merchandise we cannot issue any type of refund. 
5/12 - issue was opened with the tires she received..
 
5/14 - We replied to a ticket by email to let her know of the RMA (return merchandise authorization) and sending tires back to us for the exchange (included labels).
 
5/14 - During this time she was also sending in multiple tickets about her ticket being closed and password reset
(ticket was closed because we were responding directly by email in outlook)
 
5/19 -  email follow up regarding exchange (no response)
 
6/11 - [redacted] finally responded requesting RETURN not exchange per this email below
 
posted on: 11 June 2014 02:49 PM
Hello Again [redacted]
 
I was able to order the Z rated tires I originally ordered; at another
company, for less money I might add; and they are in stock.
 
As such, I want a full refund and you need to come and pick up the "tires I
did not order" that you incorrectly sent me.
 
I need that refund to my [redacted] account immediately. Please note my
shopping cart below; with the same tires you state are not available; noted
as in stock.
 
[redacted]
 
 
6/13 we replied with this:
 
[redacted],
 
My sincerest apologies! Did you receive the labels that were sent along with the return information? If not, I will make sure to send that to you again ASAP. If you could directly email me at: [redacted]@vividracing.com I will make surer we can rectify this issue for you.
 
[redacted]
Vivid Racing
 
 
6/16 - [redacted] sent an email about her ticket and tracking - old tracking
 
6/17 - [redacted] sent another duplicate email
 
6/17 - [redacted] changed her mind about the return with this email now requesting an exchange out of nowhere (responding to the email above)
 
Yes I still have the wrong tires.  That's what I've been saying in the multiple emails I've sent.
 
I know for a fact that the one's I ordered are in stock now; additionally, June 10 14 was the 6 week mark for the 225's to be available.
 
At this late stage what you need to do is ship the correct tires and have [redacted] do an exchange when they're here.  
 
I no longer have time to wait as I am scheduled to leave town on the 29th and they need to be delivered and installed by then.  I will not have time to wait for labels; return the wrong tires; and then wait for the right ones.  The time ran out on that scenario quite some time ago. 
 
What I need shipped right away is:
2 - [redacted] Tires 225/40/18 92Z
2 - [redacted] Tires 255/35/19 96Z
as originally ordered, since the 6 week back order was over a week ago.  You need to get on this right away, as it is also my understanding that there is limited stock on the 225's in the 92Z.
You can ship the return labels with the correct tires for exchange here.  If you can't ship the correct tires now; you need to issue an immediate refund so I can get them elsewhere, as I am now in a time crunch.
[redacted]
6/18 We replied with this:
 
On Wed, Jun 18, 2014 at 2:11 PM, [redacted] Lamontagne <[redacted]@vividracing.com> wrote:
[redacted],
I will be sending you the proper return labels and RMA information shortly (within the hour). I am working very closely with our vendor to make sure we get this rectified for you ASAP. My apologies for any delay in response!
6/18 [redacted] replied with this:
[redacted] 
 
If you'd read my last email you would know that at this point it is too late for me to wait for labels; send the tires back; and wait for the correct ones to arrive.
 
As I said in the email sent yesterday, at this point in time, you need to send the correct tires at the same time as the labels and the exchange  can be done here.  I need the tires delivered and installed by the 28th.  
 
The tires I ordered are available now; as are the 225's in the Z rating.  I've confirmed that with another supplier; but there is very limited stock on the 225's in the Z, so if you don't get it ordered now it will be gone again.
 
DO NOT SEND THOSE LABELS WITHOUT SENDING THE CORRECT TIRES AT THE SAME TIME!!!!!!!!!!!!
 
[redacted]

I ordered a $35.00 item from Vivid Racings online site. As I was checking out, the site crashed. When I went back to the site I found that the $35.00 order had been placed with a $150.96 shipping charge. I then spent nearly half of a day calling them during their regular business hours only to get a message saying to call back during business hours. Even though I was finally able to leave a message asking to cancel the order and also sent e-mails, they shipped it anyway and I paid $185.96 for a $35.00 item! I then spoke with a customer service rep and asked for a RMA. They refused!

Austin the sales representative having an excellent customer service skills and was very helpful in my both purchases in last 3 months
excellent job
And he gave me a very good price, cheaper than any other on-line stores

Client placed his order on 4/05/13Client received his order on 4/10/13 fed ex tracking number[redacted]Client stated there was a manufacturer’s defect on the item.We paid to have the item shipped back to manufacturer for inspection. Upon inspection the...

manufacturer found no imperfections. Item was installed on another test vehicle, driven for a couple of days without any issues. It was determined that the errors the client experienced were due to poor installation, not the product. The exhaust was repackaged and shipped back to the client at our expense. The client then informed us that he did not want the exhaust back because he bought another one from another company before we had completed the inspection.On 2/14/14 Client claimed the item was never received.  Tracking number [redacted] shows the client received and signed for the item on 1/09/13. In closing, we try to help every client in every situation however, at some point the client needs to take some responsibility with the installation. We did not ask the client to pay for shipping back and forth, or the time the manufacturer spent inspecting the item. We did all of this with the hopes of assisting our client and keeping him happy. We have sold over 200 of these exhaust systems part number [redacted]. We have never had a single issue with one of them other then this issue here. This issue was solely a result of poor installation on the clients’ part.  Please let me know if I can be of any further assistance otherwise, we consider this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Business Claims that I have received my product, I have never received nor signed for any product shipped back to me.  If you look up the tracking number they posted it does not show I received my product.  [redacted] of Vivid Racing claims that I received my product January of 2013 which does not make any sense as we are currently in 2014.  Please re-submit this dispute.
Regards,
Jonathan Nguyen

Client order [redacted] titanium universal exhaust online, product was not available switched him to stainless steel.  Product was delivered to customer he was upset because the unit shipped from [redacted] direct.  Wanted to return it.  We issued return labels and paid for the...

freight to come back.  Not much more we can do customer service wise.Reason for the delay in the refund has been we haven't received the item back for the refund.VIVID RACING IS GREAT!From: [redacted] Sent: Monday, November 24, 2014 8:48 AMSubject: Re: rma [redacted]Good morning,I have received the return tag. This package will be sentout tomorrow. Sorry it has taken this long I got you email as spam. Thanks again,[redacted] 
[redacted]VIVID RACING IS GREAT!
Call
Send SMS
Add to Skype
You'll need Skype CreditFree via Skype

I bought a roll bar for my car. Very good customer service since they called to make sure if I had a sunroof, which changes the size...good call! Slight fit problems around the wheel well, but not too bad. Overall, a very nice product.

The client received the item 1/9/14 in the morning. As you can tell by the FedEx tracking number [redacted] he signed for it. The item was shipped back to the address the original order was sent to. The client is not entitled to any type of refund. We have gone out of our way to assist this client paying for shipping back and forth to verify that the exhaust was indeed in perfect shape with no defects. We have not asked the client to pay for this extra expense even though it has turned out to be the clients error. We pride ourselves on quality customer service. We regularly go above and beyond for our clients. This is a very odd situation in that we show the client has signed for the returned item yet claims he did not receive it. In my previous response I incorrectly stated the date received. I said it was 1/9/13 when in fact the correct date was 1/9/14. If anyone looks up the tracking number you will be able to confirm the date received as well as see that his item was signed for at his address.

This company has been by far one of the worst customer service experiences to date. I bought and item that was "in stock" and after a week of no tracking Icalled to find out what was going on. Apparently the part was back ordered by over a week so I just decided to cancel and shop elasewhere.
A few days go buy and no refund, so I call again. Apparently my order was never canceled. So I canceled again. Again no refund yet and I check my email, oh look the shipped my part anyway.
I call yet again and they tell me an RMA and shiping label will be provided so I dont have to pay for the return. Once the package arrives I get an rma but no return label, no emailed return label, nothing. So I call and speak to the manager who will "personally" fix the issue. Guess what 3 days later still no email. Though he did manage to send me another tracking number of a label printed, its been over a week. Nothing in the mail, no email, nothing. So pretty much to get a refund for a companys mistake, I need to spend my own money and time to get things done. Worst customer service ever, walmart does better for god sake. Ive never seen a lack of effort like this, to fix a rather easy issue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They have just regurgitated all the emails I've sent requesting that I receive my tires or a refund.  Until I receive a refund and they pick up the wrong sized tires, then this is not resolved.

If you look at my original complaint, I am asking for a refund or tires; however, the deadline to receive the tires that I noted in the complaint was June 23rd 2014.  It is well past that date now and I sent further instruction to both Revdex.com and Vivid Racing that I want a refund of my money.

I am able to purchase the correct tires elsewhere.

Vivid Racing's response does not address my request for refund.  They have never sent any shipping labels, as they state in their response and they did ignore me for over a month; just look at the emails I sent.                                     5/19 -  email follow up regarding exchange (no response):   This is an outright lie .... I copy/pasted the actual emails with date and time and they were the ones not responding to me.  It took [redacted] over a week to respond.

Regardless; look at my email from his response: 

"I no longer have time to wait as I am scheduled to leave town on the 29th and they need to be delivered and installed by then.  I will not have time to wait for labels; return the wrong tires; and then wait for the right ones.  The time ran out on that scenario quite some time ago."

               

I made it quite clear in that email that I did not have time to wait for the labels, send the tires back, and then trust that they would send me the correct ones.  My suggestion to do the exchange with [redacted] at deliver would have solved that problem,

At this point I do not trust them to deliver my correct tires, nor to I trust that they will refund my money if these imaginary labels they claim to have sent arrive and I send the tires back.  What guarantee to I have that they won't just keep the tires and my money.  After this bad experience I just don't trust them at all.  

When I have a refund this matter will be resolved.  It is not resolved currently.  I need that refund because the correct tires are available at another dealers; but if they keep stalling and refusing to refund my money, then I could lose out again, as they are in short supply.

I would be willing to send the tires with the shipping labels, but only if they refund my money once [redacted] is their to pick them up; as I really don not trust them to just send the tires with no refund.   

 

Regards,

[redacted]

Purchased item on line. They don't have it instock. I asked 3 times for a refund. I had to go through PayPal to try to get my money back. It's still pending.

Awesome product selection and even better customer service! I ordered a set of WORK EMOTION KIWAMI 18x9.5 5x114.3 +30 offset plus WORK RS-R Type (Open End) Black Lug Nuts M12x1.5. They arrived on my doorstep and the packaging was superb, I opened them immediately and found everything I ordered. When I initially placed the order back in June, they didn't have the items I wanted in stock and customer service delivered when it comes to customer satisfaction.

Jacky was very helpful in making my order smooth and easy. He regularly emailed me status updates regarding my order and made sure that I got exactly what I requested. I will definitely shop with Vivid Racing in the future, as they always have new products showing up on their site!