Autoplicity.com

Placed order number 748883 on 6/13/2020. Paid $48.08 to over night the product. On 6/15/2020 received e-mail it was shipped (2 days later) waited and fed ex keeps saying Label created. I then called today and was put on hold for 15 minutes. Each time I got a person who can barely speak English and they just transfer me to another department. Then Aaron said let me get you over to someone who has all the info and transfers me back into the queue for another 5 minutes. Then Donna answers who again can barely speak English. Puts me on hold another 5 minutes and comes back and says, "Sir it will ship tomorrow and you will get it Monday". (More than a week later)! I said you need to refund the $48.08 you charged for overnight. Donna says, ok will do that and hangs up on me. Call back and get dead air. This is criminal.

Hello, The payment gateway will not allow us to issue a refund for the order is over days oldWe will be shipping out a check for the refund amount to the billing address on fileThe check will be going out todayShipping from Morton Grove IL, please allow up to days for the check to get to you

Was good service had to call and ask for help and was directed and every question answered Sadly there was only one tire in stock and I need one moreBut overall good help

Hello, Thank you for bringing this to my attentionI see that there is no support ticket open for this orderNot to worry Ill set one up for youSimply respond to the ticket with the information requestedIt seems that the item in the package was switched? For that we apologize A prepaid shipping label will be provided to you via support ticket once all information is gathered The support ticket will be open with the following email- [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/05) */ [redacted] Name and Title: [redacted] C.SManager [redacted] Phone: XXX-XXX-XXXXext [redacted] Email: [redacted] @autoplicity.com Hello, We apologize for the inconvenience our company has caused youPlease understand that our live inventory is a interpretation on what the manufacture or our distribution center has availableThe issue lies when the manufacture cannot fulfill shipment in the timely matter, as stated to you previously the manufacture is in the processes of moving locations, therefore putting a hold on the shipments Our system is to notify you of any delay in your orderAn email with an ETA is provided to youIt is then up to you if you wish to wait for your order or wish to cancel itKeep in mind this issue only exists with products coming directly from the manufacture Our website is designed to charge your account the minute you check outWe honor hassle free return policy, if there is an issue with your order a refund is processed just as quick as you were charged Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that your company is at the mercy of the manufacturer in some situationsHowever, your claims on how the "system" works does not correspond to what actually happened in my situation First, I contacted BilsteinTheir representative told me that the move was completed some time ago and they are now working to resolve backordersThis person could be incorrect, but I would think Bilstein reps would know the statusYour company has told me both that Bilstein is "in the process of moving" AND that "the item is out of stock"Which is correct and why can't I obtain a consistent answer from your organization? Either the items are in stock and unavailable to ship from the manufacturer, OR they do not actually existI have been told both from your company!!! Even now, your company knows of the inventory discrepancy and yet your website states that there are units in stockWhy would you allow this mis-information to continue to exist while touting "live in-stock inventory" information? Why not add some nomenclature to indicate there is potential shipment delays on Bilstein products? Why not confirm this information immediately upon receipt of an order for Bilstein products? In other words, why not provide a marginally higher level of customer service on products known by Autoplicity to be potenitally delayed in shipping? Secondly, in regards to your claim that "Our system is to notify you of any delay in your order." YOUR COMPANY HAD FULL KNOWLEDGE THAT BILSTEIN PRODUCT SHIPMENTS WERE PROBLEMATIC and have been for some time nowOther customers have sent very similar complaints to the Revdex.com regarding it, further lending legitimacy to my complaint with your company Furthermore, your statement that "An email with an ETA is provided to youIt is then up to you if you wish to wait for your order or wish to cancel it." The original order confirmation I received states that shipment will occur within business hoursThere is not one single comment that the item is shipping from the manufacturer, and hence no indication that I should expect any delays whatsoeverI only received an email after I called (after the business hour shipment commitment expired) to inquire as to the shipping statusYour company did NOT take the initiative in notifying me until my call was made and certainly not within the commitment to ship the product within business hours Finally, you have not responded to the fact that ALL of this happened when your company had complete and full knowledge that Bilstein was having difficulty in meeting shipments Your company should be ashamedAccepting orders for products, charging customer for those products, and failing to initiate contact with the customer that those problems exist, with a high likelihood of delays occuring, and they have existing for some time - all the while with full knowledge that the problem existsEven your cancellation notice to me states that these situations will prompt a cancellation of the orderYet - your company took no initiative to contact me about the matter - nothing! While I am glad that my refund is being processed, I cannot accept this response as a satisfactory response as there are inconsistencies with previous responses from Autoplicity, and with the information received from BilsteinThis in addition to the statements made in both this and other correspondences as to how these situations are handled and prevented at Autoplicity, yet they occurred here and in other customers ordersPlease do not state your procedures/policies if you do not intend to use them consistently as eveidence by the numerous times they have occured with Bilstein products The fact is that your company knew well in advance that Bilstein shipments were problematic and did nothing to initiate a notification of it in order for me to take other actions to receive the product as needed Unless, Autoplicity can provide a consistent response to these matters, I will not accept their repliesThe Revdex.com can keep the file open, or close it at their discretion as necessary Final Consumer Response / [redacted] (4200, 11, 2014/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find the fact that I have a full refund acceptableHowever, to say your company has done "everything to comply" is simply nonesense Honestly, how can the Revdex.com give accreditation to a company that knows that a problem has repeatedly occurred and refuses to acknowledge thier complicity in allowing the problem to continue? They promised "Live In Stock Inventory", yet do not correct it when that inventory level is found to be inaccurate They make numerous statements about how they deal with potential problematic orders, yet do not follow a single one of those statements with a supplier that is known to have serious delivery issues and has now for some time And the most troubling, they charge your credit card without confirmation of shipping, or in stock confirmation, and do not contact the customer when the delay is known thereby requiring the customer to initiate contact and either accept a delayed shipment or a full refund Then their ultimate and only resolution is to provide a "full refund" with a canned letter apology, and attempt to use this as the end all resolution, while allowing the exact same conditions to exist within their company They still show units available! While I will get my refund, no I am not satisfied with Autoplicity response and their inaction to truly fix the problem that caused this to begin with - which all resides within their organization If Autoplicity wants my acceptance, then respond to my questions and fix the problemsUntil then, don't bother responding with the typical canned form letter apologies or the "we gave a full refund so we must be honorable" reply Final Business Response / [redacted] (4000, 9, 2014/12/08) */ The customer was given a Full refund and explanation for the issue at handThey do not find out explanation satisfactory, we have done everything to comply with the customers requestCan we please have this case closed? -- Thanks In Advance, [redacted] Autoplicity Inc [redacted] facebook.com/autoplicity

I took this under review and found that the shipment in question, while it was sent via [redacted] was over lbs For oversize shipments [redacted] requires that the delivery be arranged ahead of time because items this large are not put on [redacted] delivery trucks We made repeated attempts to contact the customer via email to request their phone number but we did not receive a reply [redacted] will not hold shipments this large in the same way they hold standard parcels so it was returned to us at an additional expense of $ Please note that while we only charged the customer $for the original shipment we paid nearly $to send it If we did not impose the fee on the customer's refund we would have lost a significant amount of money on the order We will not be able to provide an additional refund to the customer in this instance given the previously detailed circumstances

I returned a part and they received it December 9thIt is now December 27th and I still do not have my refundWhat makes it even worse is they did this to me over ChristmasI called numerous times and they kept telling me it is processingThe last day I called was Christmas EveThey said I would have it by the end of the day lies!

After purchasing a Rough Country 696N6.5-Inch X-Series Lift kit for my [redacted] order number [redacted] I soon noticed that the kit was missing parts specifically the upper control arm bushingsAfter calling Autoplicity customer support twice about the issue they stated that they would contact the warehouse and call me back each timeWell that never happened so I ended up buying new upper control arms so that I could get my [redacted] back on the roadI was very disappointed with their customer service and think that they should have actually tried to handle the issueI'll never buy from them again

I took this under review and found that there was a communication breakdown that prevented your issue from being resolved We have since followed up and provided you with an RMA# which you can use to return your order to us for a refund I apologize for any inconvenience this has causedSincerely,Autoplicity Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Contact Name and *itle: [redacted] *C.SManager Contact Phone: XXX-XXX-XXXXext Contact Email: [redacted] @autoplicity.com Hello, *his has been taken care of on the PP claim the customer initially openedA full refund will be issued to the customer once the item is returned Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/20) */ (*he consumer indicated he/she ACCEP*ED the response from the business.)

A pre-paid shipping label will be issued to the customer to return the itemOnce we receive the item we will provide a full refund to the customer and not charge a restocking fee

Good evening, Thank you for reaching out and we will be certain to assist with the returns process We do apologize for the inconvenience you experienced and we'll reach out this evening with label information and next steps Once your order tracking information is received, we'll process the refund for you I'll also be sure to waive any additional fees We value your time and business and let us know if there's any way to be of further assistance.Feel free to also call: [redacted] and ask for a Supervisor if you run into any issuesThanks again, [redacted] Director of Customer ServiceAutoplicity

Initial Business Response / [redacted] (1000, 5, 2014/12/05) */ [redacted] Name and Title: [redacted] C.SManager [redacted] Phone: XXX-XXX-XXXXext [redacted] Email: [redacted] @autoplicity.com Hello, The acquisition by the customer is falseThe customer did not place the order on "Cyber Monday" the order was placed Thursday December 4th, a screen shot of the order transaction can be provided The price on the site was incorrect, we admit to the pricing error on our siteAs per our conversation, the customer was guided to our policy where it clearly states "There may be occasional price mistakes on the site, and we reserve the right to cancel and refund these orders." The customers order was cancelled and refunded the same day the order was placedWe apologize for the inconvenience, but we have done everything to ensure the customer is not kept in the dark about his order

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ [redacted] Name and Title: Hubert [redacted] C.SManager [redacted] Phone: XXXXXXXXXX [redacted] Email: [redacted] @autoplicity.com Hello The customer failed to follow our policy on returning the itemThe customer shipped back the item without an authorized rma numberShipped it back to our facility rather than to our returns addressA pre paid shipping label would have been provided to the customer, but since the customer did not follow protocol and shipped the item back we are left hunting down the item and confirming deliveryWe will not be reimbursing the customer for return shipping costAt this time we can offer the customer a 10% off discount on his next purchase

We addressed the issue in the initial Revdex.com responseA prepaid shipping label was provided to the customer to send the item back to usOnce received a FULL REFUND will be issued to the customer Label has been issued 4/and has still not been used

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 me You did not address the issue in the original complaint response You only provided me with a way to return the wrong item with no answer to how I would be re-imbursed I also checked your customer service website and that had no explaination either That is the problem I had all along No one was able to inform me of the entire resolution and my service tickets on your website kept getting erased with no resolution I will return the item tomorrow Sincerely, [redacted]

Autoplicity absolutely the fastest [redacted] turn around that I ever had when buying automobile parts WOW

Dear Revdex.com,I have asked you to review this response given the escalated nature of what has transpiredThe customer is correct that there were delays in the processing of his orderWe provided him with a full refund yesterday, although it will likely take a couple days for that to show up in his accountHe has been very abusive to our representatives and sent inappropriate emails to us yesterday aloneHe has been making threats and contacting our suppliers to disparage our businessThe customer himself noted that he "lost his mind", and we feel that is an accurate description of what has happenedAs I noted earlier, the customer has been provided with a refund so there is nothing more we can do here and we would prefer not to communicate with him any further given the circumstancesWe would also prefer that his comments nor our response not be made public.Sincerely,Autoplicity Customer Service

Dear Mr [redacted] I took this under review and agree that you should have been refunded for the shipping fee I have taken care of that this morning and you can expect the $fee returned to your account within business days I apologize for any inconvenience this has caused and I appreciated that you brought it to our attention Sincerely, Autoplicity Customer Service

Hello, A full refund has been issued for ALL orders for the amount of $We cannot ship desired item for we do NOT carry itWe apologize for the inconvenience