BB Wheels

Rims were nice but the insurance protection company they use route is horrible. BB Wheels doesn't have a phone# for them & they both keep passing the blame when your product is lost. I did receive 4 rims & my black lug nuts, tpms & only 3 tires. FedEx lost one tire. Even with proof & numerous calls to BB Wheels & numerous emails to ROUTE, AFTER the 5-7 day grace period, Route got silent & stopped answering our emails. BB Wheels claim to cc us in an email after we told them to but never did which makes me wonder if they were actually lighting a fire under Route to get the ball rolling. So long story short. We had to email Route and say " hey is losing the sale of 4 rims, 4 tires, lugs & tpms monitors really worth losing our business when all you have to do is send ONE TIRE?" Then we mysteriously get an email the next day from Route saying a tire was ordered and there was a "mix up" in contact information (as if they all of a suddenly STOPPED seeing our emails AFTER notifying us of the grace period and they continue to say that they "couldn't" reach BB WHEELS. Then we get a call from BB WHEELS afterwards saying that they "FINALLY" heard back from ROUTE and that the tires were ordered & tracking information will be sent over when it's updated into the system. My husband & I just laughed at how they both couldn't seem to accept responsibility. Will NEVER do business with this company again. Took 3 weeks to get the last tire. Only gave 3 stars because the rims look good on my Escalade.

Update - 10/26/21 - 3 months to the day later and still sitting on the same uninstalled, in the box, unmounted blemished rims and a stack of unmounted tires with zero resolution from BB Wheels.
______________________________

BB Wheels materially misrepresenting blemished products as new and BB Wheels stating that my "expectation of the product and our ability to meet these expectations would not match" in an attempt to wash their hands of the problem. I bought and paid for new and unblemished wheels and I fully expected to get that. This borders on fraud.

On 07/26/21 - $1,607.76 - Purchased 4 Vision Legend 5 142 Wheel 20x8.5 5x127 along with 4 Toyo Proxes St Iii Tire 275/50R20 113W

First the lag, hours and days, in customer service responses or having to chase them down via phone or email is extremely disappointing and frustrating when already dealing with an extremely disappointing and frustrating situation with the product you have received.

When I Received my order the tires were fine. however upon inspecting the wheels - one wheel, although the box was correct contained the wrong wheel, was black and a 6 lug and two wheels had major manufacturing face blemishes/defects. I sent extensive pictures of all wheels. It took two days back and forth with Gabby and then Sara to get RMA. The 3 replacement wheels were shipped plus additional insurance as a courtesy and I was given a verbal guarantee by Sara that all wheels would be visually inspected prior to shipping.

08/03/21 - I boxed up the 3 wheels that were and issue and took to UPS.

08/05/21 - Replacements received. I inspected all 3 wheels. To my dismay the 3 replacement wheels all had major manufacturing face blemishes/defects. It was abundantly clear that boxes were never opened and that the wheels were never inspected (this was confirmed by Sara who also now changed from "will inspect" to "try to inspect"). You would think that given that one wheel form my original order was completely the wrong wheel (spoke, bolt pattern, and color) that someone would have absolutely opened up each box and checked each wheel. Again I sent extensive pictures of each wheel. I spent next two days trying to resolve this again. Apparently the additional "courtesy shipping insurance" was worthless. Instead of helping they want me to return wheels and tires because they "couldn't guarantee that the wheels wouldn't have blemishes/defects on them" and would issue "a full refund within our return policy of not being used, installed, or damaged due to improper packaging". Again the wheels weren't damaged in shipping but all had manufacture blemishes/defects.

Sara also pointed the finger at manufacture as "we (BB Wheels) are only a drop shipper" which is not an acceptable excuse. As a small business owner myself if I am selling something, drop shipped or not, I am the face of that product as the seller and not the manufacture and thus I am solely responsible for representing that product.

Having worked in the automotive industry myself I know that auto parts - such as wheels - with blemishes/defects are know as "blems" and are labeled and sold as such. Selling blems as new is unacceptable and as a buyer putting out money in good faith expecting new product is not unreasonable.

I am now out 5+ days of work & $2400+ in income plus a truck that is going on 11 weeks without wheels & tires having to deal with this whole mess.

So here it is 09/20/21 and I still have 3 out of 4 wheels with blemishes/defects with zero contact back from BB Wheels (Sara) since 08/10/21 as to a mutually agreeable resolution. I still have zero new tires mounted on new wheels (of which three are blemished) and zero new wheels and tires installed on my truck. Not to mention this is having a 100% impact on my business I do a sole proprietor small business owner as well as impacting my other responsibility as a single parent of a child with a disability. And the solution is so simple - just have three visually inspected wheels free of blemishes/defects exchanged for three I have and the whole problem is solved.

Had issues with the rims due to incorrect lug nutsContacted BB Wheels and they were more than helpful in getting what I needed and even discounted a bit for the troubleNobody answered when I called so I just hung upThey actually called me back and apologized for missing the call

Customer has not returned all of the products that we originally sent to him, that is the primary reason for the partial refundCustomer received "free" lug nuts as a promotional offer that came with the wheels, however since the wheels were returned, the lug nuts would need to be returned also otherwise deducted from an applicable refund The customer stated that there were fitment issues with the wheels on his truck, which we have not had the liberty to verify ourselves nor have we received documentation proving this and have not had issues with other customers that have purchased the same wheels Please see the links below regarding our pricing of $for the lug nuts retained by the customer, this amount would be deducted from any refund if not returned Also, we have already waived our restocking fee of 15% ($91.80) to further try to appease the customer The restocking fee is in place to cover our outgoing shipping cost, not a profit mechanism for us, however this was waived fully You will also see in the last screen shot below that return shipping was actually $for the wheels going from New Jersey to Minneapolis which we also did not charge the full amount to the customer Total amount that could have been deducted from the customer per our terms & conditions accepted by the customer while purchasing would have been $267.91, however we only charged a total of $114, less than half of the cost The terms & conditions regarding the restocking fee and responsibility of return shipping were accepted by the customer at time of checkout and highlighted in the links below along with the customer assuming all responsibility for fitment since he did not discuss fitment with us prior to ordering Unfortunately if a customer orders on their own, without our verbal consultation as specified in our terms & conditions, we would not have knowledge of the customer's exact application along with any potential customization made to the vehicle to be able to 100% ensure proper fitment This is standard with any aftermarket vehicle parts In our opinion, we have already assisted the customer with their issue well beyond our written policies that the customer accepted as the "terms of using" our website The customer also committed to paying for the cost of return shipping in conjunction with us agreeing to waive the restocking fee, which he is now attempting to rescind upon You will see the admittance of this in an additional screen shot below also where he acknowledges that his expectation for shipping cost was $ If you combine his admitted understanding of the return shipping cost being $even though this is not an accurate amount quoted to him along with the lug nut pricing from our website being $39.99, that would total $95.99, where he should only be disputing an amount of $ If the complaint is correctly adjusted to a refund of $18.01, we will promptly issue a refund for that amount If the complaint cannot be resolved using this amount, we would have no interest in offering any refund or further communicating with the customeron this issueStandard Lug Nut Pricing Link:http://www.bbwheelsonline.com/set-of-20-gorilla-chrome-lug-nuts/ BB Wheels Policies http://www.bbwheelsonline.com/website-policies-terms-of-use-of-website/ Screen Shot of Fitment Policy Accepted by Customer At Time Of checkout:http://prntscr.com/c9wimy Email From Customer Acknowledging His Original Acceptance to Pay For Return Shipping If We Issued Return Labels, Although His Claim of the Verbal Cost Quoted is Incorrect:http://prntscr.com/c9wvxScreen Shot of Restocking / Return Fees Accepted By Customer At Time Of Checkout:http://prntscr.com/c9wsci Screen Shot of Actual Return Shipping Cost:http://prntscr.com/c9wkoPlease advise if further information is needed regarding this complaint and thank you

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

Unfortunately we are unable to refund the $in shipping costs The situation was addressed with the customer fully and before shipping the wheels out after the issue was discovered, the customer again confirmed that he would still like to proceed with the overnight shipping with a full understanding of the associated costs After this discussion that occurred on 12/27/16, the wheels were shipped same day and delivered the following day on 12/28/ As a company that values morals and ethics, we were fully transparent with the customer and we are not in the business of revising sales & agreements after they have already been fully discussed, disclosed, and agreed upon by both us and the customer As a one time good faith gesture, we can offer the customer a refund of $100, however that would be the extent of what we could offer at this point If the customer agrees to $refund, we would request a written response showing his acceptance of the offer and stating that the issue has now been settled in full If he is unable to provide this response, we would have to rescind our $refund offer unfortunately Please advise how we can assist further and thank you for your assistance with this matter. SincerelyBB Wheels

I am rejecting this response because:
The error has not been completely resolvedI did receive the items on Thursday December 29thHowever I have not been refunded any of the $in shipping costs I paid forI paid $to have the items overnighted for delivery on Friday December 23rdI did not receive them for daysI feel that my shipping cost should be refundedI don't care who the seller says made the mistakeI paid a lot of money to the seller to have my items the next day and they did not deliver

Ordered my wheels from BB wheels, they shipped really fast but when I got them from Fedex I noticed a gouge in one of my wheelsI called BB Wheels and sent them some pictures, they shipped another wheel the same day and even handled the return shipping! Great people to do business withIf you are looking to get some wheels for your vehicle I recommed BB Wheels!

I am rejecting this response because: They give wrong information about fit on the Toyota TundraOn the website said fit Tundra when I put it on the wheels too small no way can fit the Tundra

Sorry for the delayed response on this, it got caught in our spam filter To my understanding this has been resolved There was an error at our manufacturers warehouse and they got their shipments confused, hence the delay Before shipping the wheels once the issue was discovered,
we gave the customer the opportunity for a full refund and cancelation, however he choose to still move forward with the expedited shipping and understood the costs and agreed again to move forward under the same terms as originally agreed upon I believe this response is irrelevant at this point as the order has been completed and delivered, issue addressed with the customer, and terms agreed to after this complaint was filed

Customer has not returned all of the products that we originally sent to him, that is the primary reason for the partial refund. Customer received "free" lug nuts as a promotional offer that came with the wheels, however since the wheels were returned, the lug nuts would need to be returned also...

otherwise deducted from an applicable refund.  The customer stated that there were fitment issues with the wheels on his truck, which we have not had the liberty to verify ourselves nor have we received documentation proving this and have not had issues with other customers that have purchased the same wheels.  Please see the links below regarding our normal pricing of $39.99 for the lug nuts retained by the customer, this amount would be deducted from any refund if not returned.  Also, we have already waived our normal restocking fee of 15% ($91.80) to further try to appease the customer.  The restocking fee is in place to cover our outgoing shipping cost, not a profit mechanism for us, however this was waived fully.  You will also see in the last screen shot below that return shipping was actually $136.12 for the 4 wheels going from New Jersey to Minneapolis which we also did not charge the full amount to the customer.  Total amount that could have been deducted from the customer per our terms & conditions accepted by the customer while purchasing would have been $267.91, however we only charged a total of $114, less than half of the normal cost.   The terms & conditions regarding the restocking fee and responsibility of return shipping were accepted by the customer at time of checkout and highlighted in the links below along with the customer assuming all responsibility for fitment since he did not discuss fitment with us prior to ordering.  Unfortunately if a customer orders on their own, without our verbal consultation as specified in our terms & conditions, we would not have knowledge of the customer's exact application along with any potential customization made to the vehicle to be able to 100% ensure proper fitment.  This is standard with any aftermarket vehicle parts.  In our opinion, we have already assisted the customer with their issue well beyond our written policies that the customer accepted as the "terms of using" our website.  The customer also committed to paying for the cost of return shipping in conjunction with us agreeing to waive the restocking fee, which he is now attempting to rescind upon.  You will see the admittance of this in an additional screen shot below also where he acknowledges that his expectation for shipping cost was $56.  If you combine his admitted understanding of the return shipping cost being $56 even though this is not an accurate amount quoted to him along with the normal lug nut pricing from our website being $39.99, that would total $95.99, where he should only be disputing an amount of $18.01.  If the complaint is correctly adjusted to a refund of $18.01, we will promptly issue a refund for that amount.  If the complaint cannot be resolved using this amount, we would have no interest in offering any refund or further communicating with the customer. on this issueStandard Lug Nut Pricing Link:http://www.bbwheelsonline.com/set-of-20-gorilla-chrome-lug-nuts/ BB Wheels Policies Page:http://www.bbwheelsonline.com/website-policies-terms-of-use-of-website/ Sc...⇄ Shot of Fitment Policy Accepted by Customer At Time Of checkout:http://prntscr.com/c9wimy Email From Customer Acknowledging His Original Acceptance to Pay For Return Shipping If We Issued Return Labels, Although His Claim of the Verbal Cost Quoted is Incorrect:http://prntscr.com/c9wvx6 Screen Shot of Restocking / Return Fees Accepted By Customer At Time Of Checkout:http://prntscr.com/c9wsci Screen Shot of Actual Return Shipping Cost:http://prntscr.com/c9wko9 Please advise if further information is needed regarding this complaint and thank you.

Unfortunately there is nothing further we can do for this customer considering the wheels were sent back damaged & used.

Unfortunately we have not been able to validate the customers fitment concerns.  Ultimately, the wheels were returned to the customer because he was dishonest about the condition while they were in his possession.  He sent the wheels back to us used & damaged, unfortunately we cannot...

accept products that a customers has used and then later changed their mind.  Please see attached pictures.

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.

We were not notified of any issues with the tires prior to the customer having them mounted, balanced, and installed.  Our policy states that we need to be notified of any damages prior to installing and using the tires, however this did not happen.  This policy is in place so that we can...

quickly determine the cause of damage/failure and to be able to eliminate the possibility that the damage was caused by the installer and/or customer during use.  Despite this, we have issued return labels to the customer at no charge to him to send the tires back so that we can inspect. Because the customer failed to notify us before installing & using the tires, at this time we are unable to make a decision on any of the customer's requests for a full refund, reimbursement for installation fees, etc.   Once we receive the tires back, we will then be able to further respond with a resolution.

Had issues with the rims due to incorrect lug nuts. Contacted BB Wheels and they were more than helpful in getting what I needed and even discounted a bit for the trouble. Nobody answered when I called so I just hung up. They actually called me back and apologized for missing the call.

Honestly had the best experience ever with this BB wheels. I had a question about fitment of wheels and had a response back immediately. When I went to order a set of wheels that might have given me an issue, they called me to let me know, offered to give a discount, (which I did not take because they were stand up by calling me) Much appreciated. Shipped to my house in 2 days. Amazing. Can not say enough about these people, will order again soon!!!

Customer has not returned all of the products that we originally sent to him, that is the primary reason for the partial refund. Customer received "free" lug nuts as a promotional offer that came with the wheels, however since the wheels were returned, the lug nuts would need to be returned also...

otherwise deducted from an applicable refund.  The customer stated that there were fitment issues with the wheels on his truck, which we have not had the liberty to verify ourselves nor have we received documentation proving this and have not had issues with other customers that have purchased the same wheels.  Please see the links below regarding our normal pricing of $39.99 for the lug nuts retained by the customer, this amount would be deducted from any refund if not returned.  Also, we have already waived our normal restocking fee of 15% ($91.80) to further try to appease the customer.  The restocking fee is in place to cover our outgoing shipping cost, not a profit mechanism for us, however this was waived fully.  You will also see in the last screen shot below that return shipping was actually $136.12 for the 4 wheels going from New Jersey to Minneapolis which we also did not charge the full amount to the customer.  Total amount that could have been deducted from the customer per our terms & conditions accepted by the customer while purchasing would have been $267.91, however we only charged a total of $114, less than half of the normal cost.  
The terms & conditions regarding the restocking fee and responsibility of return shipping were accepted by the customer at time of checkout and highlighted in the links below along with the customer assuming all responsibility for fitment since he did not discuss fitment with us prior to ordering.  Unfortunately if a customer orders on their own, without our verbal consultation as specified in our terms & conditions, we would not have knowledge of the customer's exact application along with any potential customization made to the vehicle to be able to 100% ensure proper fitment.  This is standard with any aftermarket vehicle parts.  
In our opinion, we have already assisted the customer with their issue well beyond our written policies that the customer accepted as the "terms of using" our website.  The customer also committed to paying for the cost of return shipping in conjunction with us agreeing to waive the restocking fee, which he is now attempting to rescind upon.  You will see the admittance of this in an additional screen shot below also where he acknowledges that his expectation for shipping cost was $56.  If you combine his admitted understanding of the return shipping cost being $56 even though this is not an accurate amount quoted to him along with the normal lug nut pricing from our website being $39.99, that would total $95.99, where he should only be disputing an amount of $18.01.  If the complaint is correctly adjusted to a refund of $18.01, we will promptly issue a refund for that amount.  If the complaint cannot be resolved using this amount, we would have no interest in offering any refund or further communicating with the customer. on this issue
Standard Lug Nut Pricing Link:
http://www.bbwheelsonline.com/set-of-20-gorilla-chrome-lug-nuts/
 
BB Wheels Policies Page:
http://www.bbwheelsonline.com/website-policies-terms-of-use-of-website/
 
Screen Shot of Fitment Policy Accepted by Customer At Time Of checkout:
http://prntscr.com/c9wimy
 
Email From Customer Acknowledging His Original Acceptance to Pay For Return Shipping If We Issued Return Labels, Although His Claim of the Verbal Cost Quoted is Incorrect:
http://prntscr.com/c9wvx6
 
Screen Shot of Restocking / Return Fees Accepted By Customer At Time Of Checkout:
http://prntscr.com/c9wsci
 
Screen Shot of Actual Return Shipping Cost:
http://prntscr.com/c9wko9
 
Please advise if further information is needed regarding this complaint and thank you.

I have recommended BB Wheels to many of my friends across the southeast. Most of my buddies drive trucks and enjoy having a fresh set of tires on their vehicle. But best of all wheel prices are phenomenally low! Thanks for taking care of me and mine. Its been a great experience!