Action Audio Store

Complaint: ***
I am rejecting this response because:
I went to your store because I knew the other business would not have "vehicle specific" connectors as their car audio selection is very limited. The part I needed would only be sold/used at a true car audio store. While they are not overly friendly, they do know their niche and I would still go there for other items if needed. I asked "***" for the connectors I would need to connect the ** *** *** in/out lines to the antenna system in the car. I have never had the radio out so I dont know exactly which of the connections on the back of the radio is the antenna . I viewed a *** video on how to remove the radio only, the video did not cover the connections and I never claimed that it did. What I could tell from the video is that there was no conventional antenna jack My main point here is of the two items I was sold, one was essentially useless to me. I explained to *** that based on the one good connector that she sold me, I was able to figure out what I really needed was the exact reverse of this item, which I found and ordered online. I became upset when she told me that she could only give me store credit, especially since the items I was sold were grossly marked up (+400% ) over what I paid online for the correct "reverse" connector. I have no problem paying extra for supporting a local brick and mortar store so I can get the advice I need for whatever I am working on, but when the advice is wrong, I should not be left holding the bag. I don't forsee doing any more stereo upgraded for a while, so a credit really does me no good. Honestly, I would have been satisfied with a 10% re-stocking fee. I truly feel that you need to re-think your return policy and ask if it worth totally turning off customers over small dollar items
Sincerely,
*** ***

Hello,
Customer came into the store on 6/4/2015 stating that he was looking to install an [redacted] into his stock head unit and he was looking for a universal antenna adapter in order to do the installation, we recommended him to a store a few buildings from ours to find the...

antenna that he was looking for, but he declined to go there because he claims that he was not a fan of the sales people at the store, [redacted] the sales representative then decide to show him a few antennas that we had in stock so that he can decide if any of those will work based on him saying that he went to [redacted] and they showed him how to install the **  [redacted]. Customer then took two of the antenna adapters and stated that they will work based on his research. We then cashed him out for the two pieces. Customer came in on 6/6/2015 to return one of the antenna which his receipt  clearly states "STORE CREDIT" on return of all merchandise. Customer states that he went online and he found the antennas cheaper and he wanted a refund. We then explain to him our store policy and he was not happy, which he then storm out the store. 
Thank You
[redacted]
Business Administrater

Review: On 6/4/15 I went into the store seeking advice on the connectors that I would need to hook up an HD radio to stock radio in a 2013 [redacted]. I was sold a [redacted]) for $24.95 and a [redacted] "Vehicle" [redacted] for $12.95. Upon getting home, I did a little more research on how to instal these connectors and I realized the [redacted] was not going to help me at all in connecting my radio and what should have been sold was a [redacted] "[redacted]. I found this item on [redacted] for $5.97, which is 4 times less than I was charged for essential the same product, just reversed. When I went back to the store to return the incorrect item, I was told that I could only have store credit because that is their store policy, even though she sold me the incorrect item the day before, it was unopened and I had the receipt. I told the counter person that this was a terrible policy given the circumstances and that I wanted my money back. She told me that she showed me what I was buying so I should have known it was wrong.Desired Settlement: I do not want a store credit. I bought the wrong product based on their recommendation and I purchased the correct product for 4 times less from another retail source.

Business

Response:

Hello,

Review: I bought a speaker from the company and prepaid it. They could not source the speaker and substituted a cheaper one. I seek refund of the difference

On August 10, 2013, I visited the store in [redacted] and ordered a [redacted] speaker for my car. I prepaid the speaker and installation for a total of $271.19. On August 15th they told me the speaker came in defective and they couldn't get another one, so they installed a cheaper speaker that they quote me $130 for (the [redacted] I paid for was $225). As they were doing the installation I asked the sale clerk (I think her name is [redacted]) to process the paperwork for the credit.

When she offered my a store credit I explained that this wasn't a return, but that the company was not able to provide me with what I paid for. She said only the owner/manager she identified only as [redacted] could authorize a credit, but that he was on vacation until the following week. There is nothing in this store I can use, and as I will comment on later, will never use this company again.

I wrote [redacted] on August 24th, and called him on August 28th and 29th. He has, as of today, refused to respond or take my calls.

The total credit claimed is $101.03, which is the difference in the cost of the speakers ($225-130 = $95) plus sales tax.

Besides this problem, please note the following:

In a related transaction a week or two prior, I bought a new radio with installation. I made an appointment to have it installed and showed up at the appointment time. The job was supposed to take an hour and I had a busy schedule. After 45 minutes I asked how the install was going and was told "another 30 minutes". After another 45 minutes I walked to the back of the store to see how things were going, only to see my car being driven into the work area - they were just starting the job and had lied to me about the status previously.

This radio was sold to me by [redacted] at the store, who prior to the sale told me it came with a three month trial for [redacted] radio. When I called [redacted] to turn the radio on, they said they never offered trial subscriptions on after market radios, only those delivered with new cars.

After I couldn't get the [redacted] speaker from this company, I contacted the dealer to see if I could get one there. "Yes", they said, it would cost $330. This leads me to believe Action Audio sold me a used speaker, probably from a recycling yard. Of course this fits since when does a new speaker not work. This was never disclosed to me.

These folks have institutionalized their dishonesty - I appreciate any help you can afford.Desired Settlement: All I want is the $101.03 they overcharged me.

Business

Response:

Goodmorning Ms [redacted],

Mr [redacted] came into our store on 8/10/2013 to purchased a factory

replacement subwoofer for his 2002 [redacted], however the subwoofer had to

be special order since it was factory and we did not have it in stock. We did

went ahead with the order and he was charged $225 for the subwoofer and $30 for

the labor since it was the same factory he was replacing .We made a phone call

to Mr [redacted] on 8/15/2013 informing him that the subwoofer that came was not

going to work for his vehicle and I can get another one which was going to be of

a less price, He said ok go ahead and order , which I did, when Mr [redacted] came

back into the store to have the subwoofer install, I explained to him our store

policy which is written up in all parts of the store that all special order

items needs to be paid in full and all returns its for store credit. He was not

satisfied and he wanted to speak to the owner who was out on vacation at that

point I told him that that is the store policy which he signed and agreed to. Mr

[redacted] was not satisfied and left.

If you have any further questions please feel free to call.

Thank you

[redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is false or misleading in every important detail.

The true part is that I ordered a replacement subwoofer for my car, that I prepaid for the subwoofer, and that the store could then not deliver the subwoofer that I ordered. Also true that I authorized the replacement of a less expensive, aftermarket subwoofer.

However, Ms. [redacted] implies she explained what she calls her store policy prior to the work being done which is an outright falsehood. When I came back to have the work done, my car was being worked on when I went to the counter to ask to "complete the paperwork", which was obtaining the credit for the difference in price between the speaker I paid for, and which they couldn't deliver, and the one they installed. It was only then, when the work was complete, that we had the disagreement as to how to appropriately handle this. I know that many stores (I still don't know what the actual policy is for this store, since I've never been given it and have only heard Ms. [redacted]'s view of it) only give store credits on returned items. Ms. [redacted], however, doesn't understand that I never returned an item, but rather paid for something they subsequently couldn't provide. To suggest that a customer who pays for work that the store admittedly doesn't do should not be reimbursed is like the store saying "it's our policy to steal - tough luck".

I did ask to speak with the owner and was told he was on vacation. I then followed up with a letter and two phone calls. The fellow who answered the phone said that [redacted] was unavailable, and really couldn't say when he would be available. Apparently he is still unavailable, as he has neither responded to my letter or either of my two calls.

The question here seems one of simple professionalism and honesty, I don't understand why this is so difficult for this company to understand. I ordered and paid for something. Through absolutely no fault of my own, they did not deliver what I paid for. I agreed to a less expensive substitute and it was installed. Technically, they failed to perform under the initial contract and I had legal right to cancel the whole thing. But I agreed to stay with them, and this is the thanks I get for being a good customer. The Action Audio Store owes me $101.03.

Sincerely,