Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX We are sorry that you are not satisfied with the quality of the one-piece second & third row [redacted] Floor Liners for your vehicle We have you instructions for returning the item and have sent a pre-paid return shipping labelAs soon as the tracking shows the package is in the hands of UPS your payment for the item will be promptly refunded Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I informed the business that I need a replacement for the wrong part with the correct one and I received nothingI updated the business that I have a local garage that is willing to trim the wrong part for me to make it a custom fit and will charge me and that I won't pay this out of pocket in addition for the price of the part so the business can deduct this from my order and that will be the middle ground solution that I will accept as I have to protect my floor and they screwed me big timeI will not accept another resolution
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ ***, We apologize that your order did not ship as quickly as you expectedAs has been explained, our manufacturer did not have one of the pieces in your order availableWe do our absolute best to control the inventory but unfortunately, it can changeThe same day shipping is based on the inventory at hand which can change quicklyWe are continuing to work with our manufacturer and will be notifying you once your order has shippedThank you
We received the following emmail message from Mr [redacted] : I did not realize you were refunding the differenceI tried to change my Revdex.com response but could notI will accept your offer as soon as possibleThanks, [redacted]
Horrible experience, was lied to by several employees on the status of my order have emails to prove then the manager Corey [redacted] made sure to make things even more horrific by treated me like I as a customer did not matter I ordered seat covers through this company and was told a ship time then when the items did not arrive was told for a week they would be expedited to me in time for christmas and the day before christmas was told It was a mistake and the werent ready would not be here and theres nothing they could do I have never been more stressed out ordering online this company should not be in business no accountability and send emails and tell customers information worst experience ever buyer beware I still have no idea when my merchandise will be here couldnt get an answer from the manager he was very rude and made us feel it wasnt his problem
Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com The discount promotions advertised on our site's banner headlines have restrictions, which are detailed in our Promotional Guidelines link, which is accessed by clicking on the "click for restrictions" link in the banner adThe text of which reads: "In order to provide you with the best brands and the highest quality shopping experience, we honor certain rules set by the manufacturers whose products we carryThese include MAP (Minimum Advertised Pricing) guidelines and restrictions on using coupons for particular brands While we cannot advertise certain coupons or prices online, we may be able to provide deeper discounts over the phone This offer excludes: [redacted] Truck Accessories, [redacted] Electronics, [redacted] Research, [redacted] Clutch, [redacted] Sports, [redacted] Energy Suspension, [redacted] Garage, [redacted] Hauler Racks, [redacted] Shifters, [redacted] Liners, [redacted] Performance, [redacted] Car Products, [redacted] Exhaust, [redacted] & [redacted] Power Slot, Power Stop, Pro Comp, [redacted] Hand, [redacted] Filters, [redacted] Racing, [redacted] T-***, [redacted] Truck Covers [redacted] Brands excluded in this offer are identified when you add the corresponding items to your cart." Mr [redacted] ordered [redacted] Liners, which is a brand for which we are unable to offer any discount at all, per [redacted] policy Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the company blatenkly advertises the 15% discount and states some restrictions may apply, the overwhemly number(> 50) of manufactures are exceptionsSo many are exceptions in fact that the discount does not apply in general(the exception becomes the rule)and the adverisement is tharefor, false, deceptive,intended to trick all of its customers to gain a competetive advantage over its cometition, and appears to have been in effect for some time Final Business Response / [redacted] (4000, 9, 2015/04/15) */ Fewer than half the brands we offer are restrictedFor many of those brands listed on the restricted list we are able to offer some discount, but less than the full 15% We wish we could offer the full 15% discount on all brands we carry, but in order to offer the broad selection of automotive products seen on our site we must abide by the pricing rules set by the manufacturers or risk violating our agreements with our suppliers Final Consumer Response / [redacted] (4200, 11, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The discount advertised is not being honoredThe company needs to change it's ad to clearly state the actual policy or continue lying to it's customersThere is supposed to be truth in advertising and "as wishing" to follow the law is not the same as complianceI do not believe the suppliers forced the company to advertise a discount
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am just very ***et that I spent just as much as the product on labor costI am just very ***et that I spent the same cost of the product on laborHappy Holidays, [redacted] ***
I ordered over $worth of stuff and it is supposed to take 2-weeks for special ordersAfter weeks of not hearing from them at all I called and they told me it was on back order by the manufactureWhen asking how come I was not informed about this I got nothingCustomer service is none existing, I canceled my order right than and thereSave the trouble and go somewhere else
We are very sorry for the error in our warehouse that caused your order to be shipped incompleteYour second and third row [redacted] Floor Liners shipped on Friday, Sept29, (days after the first row liners shipped) and are scheduled to be delivered by UPS tomorrow (Tuesday, October 4, 2016).The UPS tracking numbers are [redacted] and [redacted] Again, we apologize for the error in our warehouse and for any inconvenience you may have been caused
Initial Business Response / [redacted] (1000, 5, 2014/07/08) */ Contact Name and Title: [redacted] , DirOps Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com Mr [redacted] purchased this item months ago, in January, After the first days of use the item is covered by the manufacturer's warranty, as stated on our Returns http://www.autoaccessoriesgarage.com/pages/Returns/ "After days from receiving your product your merchandise is covered by the manufacturer's warranty and subject to the manufacturer's warranty policy and procedures." The manufacturer has shipped replacements for the parts that are no longer functioning properlyThe UPS tracking number for the replacement parts is [redacted] XXXXXXXXXXXThe parts are scheduled for delivery tomorrow (July 9, 2014) Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) "The defective parts" is the entire systemThis product has a finish issue and functionality issueThe product promised a lifetime warranty with no limitationsAll of the paint is chippingI purchased the product from autoaccesoriesgarage.com and they advised they would manage the warranty claim"Parts" being replaced is not acceptableAlso your return policy, on a conveniently placed different page, is in direct conflict with the return policy listed on the products page I purchased fromYour return policy is void legally Final Business Response / [redacted] (4000, 10, 2014/07/14) */ The parts that the customer states became inoperable (the broken locks) have been replaced under Thule's warrantyThe replacement parts were shipped on July and delivered to the customer on July 9, As to the customer's request for a full refund, we would have been happy to accept the return of the item for a full refund within the first days, as stated in our satisfaction guarantee, which states " If you are not 100% satisfied with your purchase, just return the item within days of shipment for an exchange or refund." But after months of use the item is covered only by the manufacturer's warranty and is not eligible for return and refund Final Consumer Response / [redacted] (4200, 12, 2014/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The entire rack has manufacturer's defects Paint finish is flaking- Lifetime Warranty Locks- I was sent four replacement dials, but its the internal mechanisms that are the problem- Lifetime Warranty The gummy pad on top of the uprights is bad I was sent lock mechanism out of 4, not uprights from the rackThe replacement parts that were sent will NOT solve the problems
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com Mr [redacted] contacted us with his return request on Sunday, OctOur Returns Deptbegan processing his request on Monday, Oct On Wednesday, OctMr [redacted] was provided with return instructions and return shipping labels As soon as the items are confirmed to be enroute his payment will be refunded in full
Initial Business Response / [redacted] (1000, 5, 2014/08/07) */ Mr. ***, You placed this order with us March 2014. We were notified on August 6, 2014 that you received the inaccurate bolts for install. We were not given the opportunity to send the correct parts to you within the return policy of... 30 days. We have arranged for those correct bolts to be sent to you and they will ship out today. We apologize for any inconvenience the incorrect bolts caused but we will be shipping the correct ones to you. Thank you. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product was not removed from the box until the vehicle was in the shop. You say I did not give you the opportunity to replace the U bolts? I was being charged shop time. The only other two choices I had was to continue to pay shop hours while you ship the right ones, or pay the shop to put my truck back together while I wait. Both of these would have been more expensive than buying the correct U bolts and finishing the lift. Your opportunity was when I placed the original order for a 2004 Dodge. You sent a kit for a Chevrolet. I did the cheapest and most reasonable action and I believe you owe me the $120.00 that I spent on U bolts, and you should be thankful and show gratitude that it did not cost more by waiting for you to replace the incorrect U bolts with the correct ones. (Providing you sent the right ones this time.). I find your response unacceptable and encourage you to do the right thing by reimbursing me the $120.00 that it took to make your product function. Final Business Response / [redacted] (4000, 13, 2014/08/15) */ Mr. ***, As we have stated before, our policy clearly states that we do not reimburse for these types of costs. The credit you are requesting is more than the item cost you. If in fact the correct bolts are $120.00, as you have stated, you can sell the set we have just sent you. They are the correct bolts. Your request violates a second policy, which is our return policy. You have had your items for 5 months, which far exceeds our 30 day return policy. As of now, we have provided you with the necessary items to install your kit and you may do what you need to with all the bolts we have sent. Thank you. Final Consumer Response / [redacted] (4200, 11, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid the asking amount for an item from "experts". I expected that you would send me what I ordered. As explained earlier my truck was being charged for shop time so shipping was not an option because I am certain you would not want to reimburse me for that either. Once again, I did the most cost effective thing available for the situation and you should respect that, admit your short comings by sending the wrong product. Then reimburse the $120.00 I spent on U bolts. As far as me selling the ones you sent me, that's rediculous! Who wants long U bolts without a lift? How about you buy them from me for $120.00? I am pretty sure you reach more buyers than me.
Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX Contact Email: ***@ [redacted] .com We are very sorry that the item you ordered was on a short backorderSince you cold not wait for delivery, you canceled the order and we issued a full refund within hours of your cancellation request When our Accounting Department notified you of the refund, their email inadvertently stated the incorrect amount for the refundAlthough a full and complete refund was issued, the email did not include the Illinois sales tax you paidYour full amount including sales tax was refunded As for answering the phone, our Customer Service hours are 7:00AM - 10:00PM weekdays, 8:00AM - 10:00PM Saturdays and 8:00AM - 9:00PM SundaysThese hours are posted on our websiteAs most of your emails to us were sent outside of those hours, we assume you tried calling while our Customer Service department was closed
Candace, Corey, and Marianna were incredible rude and stubborn in our request for a full refundCandace and Marianna do not speak professionally and Marianna was rude to my mother who has an accentMy mother even asked Marianna to be patient with her speaking, Marianna replied with many sighsI don't know why providing a full refund required hours of speaking to these peopleThe only catalyst for a full refund was their comment box on your order pageMy mother found that the floor liner manufacturer hadn't created a new, compatible liner for our model and that their business was falsely advertising that it fit the modelShe then posted all the information and product SKU matching the manufacturer to the product on autoaccessoriesgarage.com's product pageThis small trigger (after complicated conversations with their employees) prompted them to hide behind their computers to issue a refundI don't know if it's a full refund at this point I will never buy anything from this place and suggest that no one else should since they have a terrible customer service lead = Candace
Initial Business Response / [redacted] (1000, 5, 2015/02/16) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com We are sorry for the delay in getting your console cover produced and shippedA work slowdown by longshoremen at all west coast shipping ports has been going on for weeks, and three months of union slowdowns has brought West Coast ports to the brink of gridlock At the Port of [redacted] ships stacked are high with containers waiting to be unloaded while other loaded vessels sit at anchor offshore Coverking imports most of its fabrics, and due to the dockworkers slowdown material is held up on ships waiting to be unloaded Your item's delivery is being delayed as a result of the material shortageAt this time Coverking is unable to provide an accurate ship date for your console cover, as they do not know when the material will be unloaded and delivered to their factoryAs soon as we have information we will pass it along to you, and your console cover will be shipped as soon as possible
Initial Business Response /* (1000, 5, 2015/02/16) */
Contact Name and Title: *** *** Dir Ops
Contact Phone: XXXX-XXX-XXXX
Contact Email: ***@autoaccessoriesgarage.com
We are sorry for the delay in getting your console cover produced and shippedA work slowdown by longshoremen at all
west coast shipping ports has been going on for weeks, and three months of union slowdowns has brought West Coast ports to the brink of gridlock
At the Port of *** *** ships stacked are high with containers waiting to be unloaded while other loaded vessels sit at anchor offshore
Coverking imports most of its fabrics, and due to the dockworkers slowdown material is held up on ships waiting to be unloaded
Your item's delivery is being delayed as a result of the material shortageAt this time Coverking is unable to provide an accurate ship date for your console cover, as they do not know when the material will be unloaded and delivered to their factoryAs soon as we have information we will pass it along to you, and your console cover will be shipped as soon as possible
We are sorry that our customer service did not meet your expectations. It seems there was some confusion as to the type of bucket seats you have in your *** (regular bucket seats or Sport bucket seats).
Your order was initially placed for the regular bucket
seats. After several emails with you it was determined that you most likely have the Sport bucket seats and your order was corrected accordingly.Your order has now shipped and is scheduled for delivery this Friday, August 12, 2016. When you receive your seat covers, if you are not completely satisfied with them, please contact us withing days and we will gladly accept their return or exchange for another product
Initial Business Response /* (1000, 5, 2014/03/28) */
We apologize that you experienced an issue with the rotors you receivedWe have coordinated with *** and we are sending you a new set of rotors at no charge to youOnce they are shipped, you will receive tracking information via
emailThank you for choosing AAG
Initial Consumer Rebuttal /* (2000, 7, 2014/03/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very sorry that both the original headlights purchased and the replacement headlights are defective The *** brand lights purchased are indeed manufactured overseas, as are all *** products and virtually all naftermarket lights. All products sold by Auto Accessories
Garage are brand-new, unused products. Unfortunately, occasionally manufacturing defects occur. When they do Auto Accessories Garage will exchange the defective item for another or issue a full refund, whichever the customer prefersAs Mr*** mentioned, he purchased and paid for a second set of lights in advance of the first set being returned. Per his request we provided the second set at a discounted price in recognition of the inconvenience he experienced with the first set.
We have issued return shipping labels for both sets of lights. The first set is enroute to the warehouse and a full refund is being processed and will be issued shortly. Mr*** has not yet given the second set of lights to ***. Once he does we will refund his payment in full for the second set of lights as wellAs for installation costs, our return policy clearly states "We do not reimburse for any installation, removal, labor, towing or other incidental charges." For defective items we cover the full outbound and return shipping costs as well as refunding payment for the product in full. Our return policy can be found on our website here:
http://www.autoaccessoriesgarage.com/pages/Returns/
Again, we are sorry that Mr*** received sets of defective headlights
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX We are sorry that you are not satisfied with the quality of the one-piece second & third row [redacted] Floor Liners for your vehicle We have you instructions for returning the item and have sent a pre-paid return shipping labelAs soon as the tracking shows the package is in the hands of UPS your payment for the item will be promptly refunded Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I informed the business that I need a replacement for the wrong part with the correct one and I received nothingI updated the business that I have a local garage that is willing to trim the wrong part for me to make it a custom fit and will charge me and that I won't pay this out of pocket in addition for the price of the part so the business can deduct this from my order and that will be the middle ground solution that I will accept as I have to protect my floor and they screwed me big timeI will not accept another resolution
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ ***, We apologize that your order did not ship as quickly as you expectedAs has been explained, our manufacturer did not have one of the pieces in your order availableWe do our absolute best to control the inventory but unfortunately, it can changeThe same day shipping is based on the inventory at hand which can change quicklyWe are continuing to work with our manufacturer and will be notifying you once your order has shippedThank you
We received the following emmail message from Mr [redacted] : I did not realize you were refunding the differenceI tried to change my Revdex.com response but could notI will accept your offer as soon as possibleThanks, [redacted]
Horrible experience, was lied to by several employees on the status of my order have emails to prove then the manager Corey [redacted] made sure to make things even more horrific by treated me like I as a customer did not matter I ordered seat covers through this company and was told a ship time then when the items did not arrive was told for a week they would be expedited to me in time for christmas and the day before christmas was told It was a mistake and the werent ready would not be here and theres nothing they could do I have never been more stressed out ordering online this company should not be in business no accountability and send emails and tell customers information worst experience ever buyer beware I still have no idea when my merchandise will be here couldnt get an answer from the manager he was very rude and made us feel it wasnt his problem
Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com The discount promotions advertised on our site's banner headlines have restrictions, which are detailed in our Promotional Guidelines link, which is accessed by clicking on the "click for restrictions" link in the banner adThe text of which reads: "In order to provide you with the best brands and the highest quality shopping experience, we honor certain rules set by the manufacturers whose products we carryThese include MAP (Minimum Advertised Pricing) guidelines and restrictions on using coupons for particular brands While we cannot advertise certain coupons or prices online, we may be able to provide deeper discounts over the phone This offer excludes: [redacted] Truck Accessories, [redacted] Electronics, [redacted] Research, [redacted] Clutch, [redacted] Sports, [redacted] Energy Suspension, [redacted] Garage, [redacted] Hauler Racks, [redacted] Shifters, [redacted] Liners, [redacted] Performance, [redacted] Car Products, [redacted] Exhaust, [redacted] & [redacted] Power Slot, Power Stop, Pro Comp, [redacted] Hand, [redacted] Filters, [redacted] Racing, [redacted] T-***, [redacted] Truck Covers [redacted] Brands excluded in this offer are identified when you add the corresponding items to your cart." Mr [redacted] ordered [redacted] Liners, which is a brand for which we are unable to offer any discount at all, per [redacted] policy Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the company blatenkly advertises the 15% discount and states some restrictions may apply, the overwhemly number(> 50) of manufactures are exceptionsSo many are exceptions in fact that the discount does not apply in general(the exception becomes the rule)and the adverisement is tharefor, false, deceptive,intended to trick all of its customers to gain a competetive advantage over its cometition, and appears to have been in effect for some time Final Business Response / [redacted] (4000, 9, 2015/04/15) */ Fewer than half the brands we offer are restrictedFor many of those brands listed on the restricted list we are able to offer some discount, but less than the full 15% We wish we could offer the full 15% discount on all brands we carry, but in order to offer the broad selection of automotive products seen on our site we must abide by the pricing rules set by the manufacturers or risk violating our agreements with our suppliers Final Consumer Response / [redacted] (4200, 11, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The discount advertised is not being honoredThe company needs to change it's ad to clearly state the actual policy or continue lying to it's customersThere is supposed to be truth in advertising and "as wishing" to follow the law is not the same as complianceI do not believe the suppliers forced the company to advertise a discount
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am just very ***et that I spent just as much as the product on labor costI am just very ***et that I spent the same cost of the product on laborHappy Holidays, [redacted] ***
I ordered over $worth of stuff and it is supposed to take 2-weeks for special ordersAfter weeks of not hearing from them at all I called and they told me it was on back order by the manufactureWhen asking how come I was not informed about this I got nothingCustomer service is none existing, I canceled my order right than and thereSave the trouble and go somewhere else
We are very sorry for the error in our warehouse that caused your order to be shipped incompleteYour second and third row [redacted] Floor Liners shipped on Friday, Sept29, (days after the first row liners shipped) and are scheduled to be delivered by UPS tomorrow (Tuesday, October 4, 2016).The UPS tracking numbers are [redacted] and [redacted] Again, we apologize for the error in our warehouse and for any inconvenience you may have been caused
Initial Business Response / [redacted] (1000, 5, 2014/07/08) */ Contact Name and Title: [redacted] , DirOps Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com Mr [redacted] purchased this item months ago, in January, After the first days of use the item is covered by the manufacturer's warranty, as stated on our Returns http://www.autoaccessoriesgarage.com/pages/Returns/ "After days from receiving your product your merchandise is covered by the manufacturer's warranty and subject to the manufacturer's warranty policy and procedures." The manufacturer has shipped replacements for the parts that are no longer functioning properlyThe UPS tracking number for the replacement parts is [redacted] XXXXXXXXXXXThe parts are scheduled for delivery tomorrow (July 9, 2014) Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) "The defective parts" is the entire systemThis product has a finish issue and functionality issueThe product promised a lifetime warranty with no limitationsAll of the paint is chippingI purchased the product from autoaccesoriesgarage.com and they advised they would manage the warranty claim"Parts" being replaced is not acceptableAlso your return policy, on a conveniently placed different page, is in direct conflict with the return policy listed on the products page I purchased fromYour return policy is void legally Final Business Response / [redacted] (4000, 10, 2014/07/14) */ The parts that the customer states became inoperable (the broken locks) have been replaced under Thule's warrantyThe replacement parts were shipped on July and delivered to the customer on July 9, As to the customer's request for a full refund, we would have been happy to accept the return of the item for a full refund within the first days, as stated in our satisfaction guarantee, which states " If you are not 100% satisfied with your purchase, just return the item within days of shipment for an exchange or refund." But after months of use the item is covered only by the manufacturer's warranty and is not eligible for return and refund Final Consumer Response / [redacted] (4200, 12, 2014/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The entire rack has manufacturer's defects Paint finish is flaking- Lifetime Warranty Locks- I was sent four replacement dials, but its the internal mechanisms that are the problem- Lifetime Warranty The gummy pad on top of the uprights is bad I was sent lock mechanism out of 4, not uprights from the rackThe replacement parts that were sent will NOT solve the problems
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com Mr [redacted] contacted us with his return request on Sunday, OctOur Returns Deptbegan processing his request on Monday, Oct On Wednesday, OctMr [redacted] was provided with return instructions and return shipping labels As soon as the items are confirmed to be enroute his payment will be refunded in full
BewareThe website says 20% off for orders over $They only gave me 13% offThen said the 20% was only for certain orders
Initial Business Response / [redacted] (1000, 5, 2014/08/07) */ Mr. ***, You placed this order with us March 2014. We were notified on August 6, 2014 that you received the inaccurate bolts for install. We were not given the opportunity to send the correct parts to you within the return policy of... 30 days. We have arranged for those correct bolts to be sent to you and they will ship out today. We apologize for any inconvenience the incorrect bolts caused but we will be shipping the correct ones to you. Thank you. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product was not removed from the box until the vehicle was in the shop. You say I did not give you the opportunity to replace the U bolts? I was being charged shop time. The only other two choices I had was to continue to pay shop hours while you ship the right ones, or pay the shop to put my truck back together while I wait. Both of these would have been more expensive than buying the correct U bolts and finishing the lift. Your opportunity was when I placed the original order for a 2004 Dodge. You sent a kit for a Chevrolet. I did the cheapest and most reasonable action and I believe you owe me the $120.00 that I spent on U bolts, and you should be thankful and show gratitude that it did not cost more by waiting for you to replace the incorrect U bolts with the correct ones. (Providing you sent the right ones this time.). I find your response unacceptable and encourage you to do the right thing by reimbursing me the $120.00 that it took to make your product function. Final Business Response / [redacted] (4000, 13, 2014/08/15) */ Mr. ***, As we have stated before, our policy clearly states that we do not reimburse for these types of costs. The credit you are requesting is more than the item cost you. If in fact the correct bolts are $120.00, as you have stated, you can sell the set we have just sent you. They are the correct bolts. Your request violates a second policy, which is our return policy. You have had your items for 5 months, which far exceeds our 30 day return policy. As of now, we have provided you with the necessary items to install your kit and you may do what you need to with all the bolts we have sent. Thank you. Final Consumer Response / [redacted] (4200, 11, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid the asking amount for an item from "experts". I expected that you would send me what I ordered. As explained earlier my truck was being charged for shop time so shipping was not an option because I am certain you would not want to reimburse me for that either. Once again, I did the most cost effective thing available for the situation and you should respect that, admit your short comings by sending the wrong product. Then reimburse the $120.00 I spent on U bolts. As far as me selling the ones you sent me, that's rediculous! Who wants long U bolts without a lift? How about you buy them from me for $120.00? I am pretty sure you reach more buyers than me.
Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXX-XXX-XXXX Contact Email: ***@ [redacted] .com We are very sorry that the item you ordered was on a short backorderSince you cold not wait for delivery, you canceled the order and we issued a full refund within hours of your cancellation request When our Accounting Department notified you of the refund, their email inadvertently stated the incorrect amount for the refundAlthough a full and complete refund was issued, the email did not include the Illinois sales tax you paidYour full amount including sales tax was refunded As for answering the phone, our Customer Service hours are 7:00AM - 10:00PM weekdays, 8:00AM - 10:00PM Saturdays and 8:00AM - 9:00PM SundaysThese hours are posted on our websiteAs most of your emails to us were sent outside of those hours, we assume you tried calling while our Customer Service department was closed
Candace, Corey, and Marianna were incredible rude and stubborn in our request for a full refundCandace and Marianna do not speak professionally and Marianna was rude to my mother who has an accentMy mother even asked Marianna to be patient with her speaking, Marianna replied with many sighsI don't know why providing a full refund required hours of speaking to these peopleThe only catalyst for a full refund was their comment box on your order pageMy mother found that the floor liner manufacturer hadn't created a new, compatible liner for our model and that their business was falsely advertising that it fit the modelShe then posted all the information and product SKU matching the manufacturer to the product on autoaccessoriesgarage.com's product pageThis small trigger (after complicated conversations with their employees) prompted them to hide behind their computers to issue a refundI don't know if it's a full refund at this point I will never buy anything from this place and suggest that no one else should since they have a terrible customer service lead = Candace
Initial Business Response / [redacted] (1000, 5, 2015/02/16) */ Contact Name and Title: [redacted] Dir Ops Contact Phone: XXXX-XXX-XXXX Contact Email: ***@autoaccessoriesgarage.com We are sorry for the delay in getting your console cover produced and shippedA work slowdown by longshoremen at all west coast shipping ports has been going on for weeks, and three months of union slowdowns has brought West Coast ports to the brink of gridlock At the Port of [redacted] ships stacked are high with containers waiting to be unloaded while other loaded vessels sit at anchor offshore Coverking imports most of its fabrics, and due to the dockworkers slowdown material is held up on ships waiting to be unloaded Your item's delivery is being delayed as a result of the material shortageAt this time Coverking is unable to provide an accurate ship date for your console cover, as they do not know when the material will be unloaded and delivered to their factoryAs soon as we have information we will pass it along to you, and your console cover will be shipped as soon as possible
Horrible experience with this company! They sent me the wrong itemWould not pay for return shipping and charged a restocking fee
Initial Business Response /* (1000, 5, 2015/02/16) */
Contact Name and Title: *** *** Dir Ops
Contact Phone: XXXX-XXX-XXXX
Contact Email: ***@autoaccessoriesgarage.com
We are sorry for the delay in getting your console cover produced and shippedA work slowdown by longshoremen at all
west coast shipping ports has been going on for weeks, and three months of union slowdowns has brought West Coast ports to the brink of gridlock
At the Port of *** *** ships stacked are high with containers waiting to be unloaded while other loaded vessels sit at anchor offshore
Coverking imports most of its fabrics, and due to the dockworkers slowdown material is held up on ships waiting to be unloaded
Your item's delivery is being delayed as a result of the material shortageAt this time Coverking is unable to provide an accurate ship date for your console cover, as they do not know when the material will be unloaded and delivered to their factoryAs soon as we have information we will pass it along to you, and your console cover will be shipped as soon as possible
We are sorry that our customer service did not meet your expectations. It seems there was some confusion as to the type of bucket seats you have in your *** (regular bucket seats or Sport bucket seats).
Your order was initially placed for the regular bucket
seats. After several emails with you it was determined that you most likely have the Sport bucket seats and your order was corrected accordingly.Your order has now shipped and is scheduled for delivery this Friday, August 12, 2016. When you receive your seat covers, if you are not completely satisfied with them, please contact us withing days and we will gladly accept their return or exchange for another product
Initial Business Response /* (1000, 5, 2014/03/28) */
We apologize that you experienced an issue with the rotors you receivedWe have coordinated with *** and we are sending you a new set of rotors at no charge to youOnce they are shipped, you will receive tracking information via
emailThank you for choosing AAG
Initial Consumer Rebuttal /* (2000, 7, 2014/03/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very sorry that both the original headlights purchased and the replacement headlights are defective The *** brand lights purchased are indeed manufactured overseas, as are all *** products and virtually all naftermarket lights. All products sold by Auto Accessories
Garage are brand-new, unused products. Unfortunately, occasionally manufacturing defects occur. When they do Auto Accessories Garage will exchange the defective item for another or issue a full refund, whichever the customer prefersAs Mr*** mentioned, he purchased and paid for a second set of lights in advance of the first set being returned. Per his request we provided the second set at a discounted price in recognition of the inconvenience he experienced with the first set.
We have issued return shipping labels for both sets of lights. The first set is enroute to the warehouse and a full refund is being processed and will be issued shortly. Mr*** has not yet given the second set of lights to ***. Once he does we will refund his payment in full for the second set of lights as wellAs for installation costs, our return policy clearly states "We do not reimburse for any installation, removal, labor, towing or other incidental charges." For defective items we cover the full outbound and return shipping costs as well as refunding payment for the product in full. Our return policy can be found on our website here:
http://www.autoaccessoriesgarage.com/pages/Returns/
Again, we are sorry that Mr*** received sets of defective headlights