Vivid Racing

I purchased a set I side pods for a helmet through Vivid Racing's website and a week later my debit card was compromised. I haven't used this card in months. This is the only place this could have happened.

[redacted],Please respond to [redacted] via email.  He has asked for copies of the invoices.  Please provide those and we can move forward.Thank you,[redacted] Vivid Racing.

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.

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 recently walked into Vivid Racing store to purchase some brake fluid for my vehicle. My husband had sent me to run this errand for him because he didn't have time. I was a little intimidated when I first walked into this custom racing store to order a couple of bottles of fluid.

From the time I walked into the front lobby I was greeted by the receptionist and immediately provided customer service by Todd. My order was so small yet I was treated like I was important at this place.

My family is probably a small consumer of products at Vivid Racing but made to feel just like a larger consumer would. Todd took me back to his office area and handled everything. He was polite and provided me with outstanding customer service.

A week later I had to go back in to Vivid Racing to return the two bottles I originally had bought because we needed a larger quantity of fluid. I was greeted once more promptly by the receptionist and Todd was called up to help me.

I was impressed with the level of customer service provided by Todd. He assured me not to worry about the return and asked if I needed to by more quantity for the brake job. When I explained that we were going to use another brake fluid instead of theirs he stated no problem.

Todd fully refunded my purchase and told me he hoped to see me again. He didn't try to deduct a restocking fee for more order which he rightfully could have based on their restocking policy stated on my receipt.

Todd one my family over and we will definitely shop from Vivid Racing in the future.

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

I worked with Jacky there, all I can say is it couldn't be better. I ordered Exhaust system for my 2010 MB C300, after a week I decided to sell my car. They gave me a full cash refund with no questions asked. I move on to my next car and couple months I come back since I love how honest they are with their customers. I get my 2010 VW GTI. Got headlights, intake, bov, full exhaust system and VR tune. Did the installation in another shop and got into issue with the exhaust not fitting proberly due to the company that makes it. Jacky takes care of everything and gets me another one without me having to worry about anything. Once everything was installed I take my care for a Stage 2 tune. Gave them my gopro and asked for a video, They did a great and clean job with the tune, took videos and pics as I asked, and after driving my car for two months all I can say is WOW the power is there. Great work, best prices I found in AZ and people that aren't just trying to sell you [redacted] but actually cares about your needs. Thanks guys at Vividracing (especially Jacky) for making my experience excellent! Would definitely come back to finish my K04 build

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

great customer service always quick to reply to emails and great product selection

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.

 

 

 

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.

 

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.

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!!!!!!!!!!!!

 

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.

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.

Spoke the customer again today.  We paid to have the product returned to us and will credit customer back in full.  We are in the process of issuing a refund.  I will consider this matter closed.

Best transaction I've been a part of in a long time. I had my wheels and tires paid for, packaged and shipped all in the same day, it was incredible. David was a great help and very professional and I would work with vivid racing again and suggest them to any of my friends.

Great place with a team that delivers on a high level.

I put in a deposit for an exhaust system for my car because the sale rep told me they will be get the shipment in about a month so I put in $1000 to hold an exhaust system. Couple weeks later I decided to use the money for something else so I called to cancel my order and asked to get my deposit back. For some reasons the sale rep was having a very hard time credit me back I was on hold for half hour every time I called. I called about 6-7 times I spent too much time trying to get my money back so I have my bank take an action by doing a charge back to their account. Few weeks later I got a hold of the manager for another issue (different story) so I asked for explanation he said he will look into this and will get back to me, sure enough never heard back :( very poor customer service and at the edge of being consider scam in my opinion. Please be careful before putting any deposits I sure learned my lesson.

[redacted],I'm sorry if you thought this was the outcome in this situation.  We did talk to [redacted] and they are sending you the missing pulleys today.  The issue was they do inspect the packages and weigh them before they leave.  However we discussed the timeframe in which you alerted...

us of the missing items.  We appreciate your business and sorry that the box didn't contain all the items.  The missing pullies are being 3 day'd out today and should arrive Monday/Tuesday.Thank you and someone from our customer service will be contacting you to keep you posted and provide the new tracking information.

The number one place for anything for your car is vivid racing

Very disappointed on VIVID RACING for false promises and lack of communication.

I bought an E[redacted] trunk spoiler for my Audi s4 at the beginning of April 2016 through their website. I understood it took about 4-6 weeks for production. After 8 weeks or so I called for an update on my product. They said that their distributor were having problems with their moldings and that they will ship out soon as they were already finishing up on new sets.

Another month has passed which is already July 2016, I call for an update on my paid product. They told me the same thing, which They are still working on new sets and that it should be shipping out soon. Each time I called, they told me that they will call the distributor and call me back as soon as they have answers. They did not call back.

Its already Aug 2016 and I have been patient the whole time, and I finally gave up and called for a refund, they immediately called the distributor and said that the owner at Enlaes has offered to upgrade the spoiler to a carbon fiber one since I ordered the FRP trunk spoiler which is not carbon. I said okay since they promised that it would ship within the next week. They also made a tracking label and emailed me the info.

Its September 2016. the tracking label has expired due to no activity. They never shipped anything out. I called every week for status and the same false promising response was told to me. They made another shipping label and sent me the info. Out of all the calls I made, they told me they will give me a call back the next day for a response or answer, THEY DID NOT CALL ONCE.

Its today, October 14 2016 shipping label already expired last week. I made the call to see the status. Same answer. they claim they can't get a hold of E[redacted]. I have been very frusterated and claimed for a refund. I was promised a upgrade for the wait, nothing was compensated and was not apologized for the inconvenience. I am currently waiting for my refund. I WILL NOT shop here again

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!
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