Autoplicity.com

Hello,The customer opened a chargeback. Our Accounting team is working with the customers CC provider to issue a full refund.

Hello,
 
Thank you for reaching out to us. A full refund was sent to the accounting team to process, BUT since the payment gateway has expired (over 30 days) we cannot issue a refund back tot he customers [redacted] account. A check will be sent to the customer for the amount of...

$110.66 to the address below: 
[redacted]
United States

Hello,Thank you for bringing this to my attention. I see that there is no support ticket open for this order. Not to worry Ill set one up for you. Simply respond to the ticket with the information requested. It 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]

Complaint: [redacted]
I am rejecting this response because:
In speaking with [redacted] at UPS Customer Service at 10:24 am on 3/18/16, they have confirmed there is a INVESTIGATION into the missing shipment, not a CLAIM as the merchant has stated.  She also shared that the status on the package prior to the INVESTIGATION was "Order Processed; Ready for Pickup". UPS has stated this means only an electronic shipping label was generated, which anyone with a UPS account can create, but the package has not entered the UPS network.   She also shared that when an item is picked up the status will change to "Origin Scan" or "Picked Up", which occurs within 24 hours of when UPS picks up the package from the shipper - in this case this should have been no later than 3/12.  As neither of these status were recorded by UPS, this means that the package was not entered into the UPS network, and ultimately was not shipped.  Also, a CLAIM can not be initiated until an INVESTIGATION is completed, which can take up to 7 days.
Despite the claim by the merchant that a CLAIM has been initiated with UPS, and that a refund has been issued, a full payment refund has not been made via Amazon Payments (original payment method) as of 10:34 EST 3/18/2016.  
Sincerely,
[redacted]

A full refund has been issued to the customer.  For the record the item product page and details states that this item is sold individually. Yes it states that the it is a box of 10 in the address link, BUT no where does it state that in the ad.

Initial Business Response /* (1000, 5, 2014/12/05) */
[redacted] Name and Title: [redacted] C.S. Manager
[redacted] Phone: XXX-XXX-XXXXext 101
[redacted] Email: [redacted]@autoplicity.com
Hello,
We apologize for the inconvenience our company has caused you. Please understand that our live inventory is a...

interpretation on what the manufacture or our distribution center has available. The 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 order. An email with an ETA is provided to you. It is then up to you if you wish to wait for your order or wish to cancel it. Keep 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 out. We 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 /* (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 situations. However, your claims on how the "system" works does not correspond to what actually happened in my situation.
First, I contacted Bilstein. Their representative told me that the move was completed some time ago and they are now working to resolve backorders. This person could be incorrect, but I would think Bilstein reps would know the status. Your 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 exist. I have been told both from your company!!!
Even now, your company knows of the inventory discrepancy and yet your website states that there are 112 units in stock. Why 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 now. Other 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 you. It 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 24 business hours. There is not one single comment that the item is shipping from the manufacturer, and hence no indication that I should expect any delays whatsoever. I only received an email after I called (after the 24 business hour shipment commitment expired) to inquire as to the shipping status. Your 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 24 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 ashamed. Accepting 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 exists. Even your cancellation notice to me states that these situations will prompt a cancellation of the order. Yet - 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 Bilstein. This 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 orders. Please 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 replies. The Revdex.com can keep the file open, or close it at their discretion as necessary.
Final Consumer Response /* (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 acceptable. However, 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 112 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 problems. Until 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 /* (4000, 9, 2014/12/08) */
The customer was given a Full refund and explanation for the issue at hand. They do not find out explanation satisfactory, we have done everything to comply with the customers request. Can we please have this case closed?
--
Thanks In Advance,
[redacted]
Autoplicity Inc.
[redacted]
facebook.com/autoplicity

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: yes the order was through [redacted] but it was your company selling the item and handling the return.  It was your company that wanted to charge...

the restocking fee. It is your company whose phone number is in the email to call. So it is your company that needs to respond.
Sincerely,
[redacted]

Hello, Refund of $20.87 will be issued to the customer account. We apologize for the inconvenience.

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.
I am cautiously optimistic that they will honor the return.
Sincerely,
[redacted]

Hi [redacted].  Thank you for reaching out today.  We were able to connect this afternoon in regards to your [redacted] order and I sent you a follow up email to rectify your order issue.  Please review my offer and let me know if this works for you.  The email contains my direct line: [redacted] and email.  I look forward to your response and towards a viable resolution.  Very best regards[redacted]

Hello, A prepaid shipping label has been sent to the customer ([redacted]) as of 2/9/2016. The label still to this day does not show movement.  We will be issuing the customer a full refund for the order since the product ordered was mis advertised. We had our sales...

team call the manufacture to correct our data and confirm the correct part number for the customers application. We unfortunelty do NOT carry the correct item the customer needs. Our IT team is fixing the fitment chart on the add to ensure this mix up does not happen in the future.

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title: [redacted] T. C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autoplicity.com
Hello,
Thanks for reaching out to us. We have received the returned item. This order has been pending refund since...

7/27/2015. Why it has not been refunded as of yet I cannot explain. I do apologize for the the inconvenience. A full refund has been sent to accounting to push through today. If there is an issued with crediting your PP account we will notify you.

Horrible service. False advertising just read there about us creditials carefully. It will show you how shady they are. If you do decide to buy from then double check what your ordering. As I typed in the browser what I was looking for what they sent me was a completely different part then I needed these guys are the worse and I will avoid them.

Horrible, the most untrusted company I have ever dealt with. After purchasing a Hood for my truck, I received an email explaining that I was to pay an additional Freight charge in the amount of $85.23. no where on their web site does it show that additional charges could be applied. Now they are way more expensive than any other competitor. I thought they were a few dollars cheaper than others but they lied. Now I am having to wait two days for my refund before I can order from someone else. This now stops me from finishing my project on time. I would never recommend Autoplicity.com to anyone!

Hello,
 
A refund for the amount of $72.06 has been issued to the customers account for the item that has NOT shipped. This refund was issued 7/1

Hello, A refund for the amount of $72.06 has been issued to the customers account for the item that has NOT shipped. This refund was issued 7/1

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. I still have the low cost, generic battery waiting to be picked-up by autoplicity.  They still have not responded to me on how they intend to return this battery.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

I ordered 4 lug nuts for $17.55 from this company on [redacted] When I receive the package it only contained one. I tried to contact the company repeatedly by email and phone and never received a response other than Robo emails asking me how my experience was (laugh). After no response from the company I started a claim with [redacted] The company will supposedly except a return, but I have not received a return label. I was hoping that this was just a shipping mistake and the company would send me the other three Lugnuts.I don't understand businesses to operate this way.