Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Thank you for your interest in [redacted] Automotive Looking at the system, the deflector set in question was temporarily on backorderAn email regarding the delay should have arrived shortly after the order confirmation notice when the purchase was originally submitted and I apologize if that was not received We actually received a new shipment of product on February However, when we tried to release the order for shipping we found that we were unable to obtain an authorization to process the charge on the remaining portion of the orderA message was emailed to the customer regarding the issue on February 24, but we have not received a reply If the customer can contact their credit card company to determine why the authorization request was declined, we can try processing the charge again to release the product for shipment Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any email stating that the product was on backorderNot only did I not receive that email, I have emailed your company times, and filed a complaint with Revdex.com before I got any response whatsoever from anyone at WeathertechThat is unacceptable customer service, and I notice you have not even addressed the issue of you guys not communicating with me, as your customer Final Business Response / [redacted] (4000, 9, 2015/03/06) */ Looking in our system, I was able to locate two emails from the customer: one dated February and the other dated February Both emails received replies on February We are a little behind in our email correspondence and I apologize for the slight delay in respondingHowever, the responses were not the result of the complaint being filed as the customer has implied In any case, the customer's desired resolution was that we ship the remaining productAs stated previously, the backordered item did arriveUnfortunately, we have been unable to obtain the authorization from the credit card company to ship the final portion of the order If the customer will call us at after speaking with the credit card company, we will be able to try processing the order again so that we can supply the customer with the last portion of the purchase Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext ***
Initial Business Response / [redacted] (1000, 5, 2015/02/24) */ Thank you for your interest in [redacted] Automotive I am sorry to hear that the customer is not satisfied with their purchase Unfortunately, we do not have plans to change the design of the Camry FloorLinersWe put quite a bit of research into the design of the productThe part does have holes to accommodate the Toyota factory installed retention devicesAdditionally, we cut down the height of the side lip around the gas cap and trunk release levers to make access to these features a little easier and user friendlyHowever, the edges around the retention holes are built up and the base along the edge of the release levers is raised from the bottom level of the floor mat to help keep spills and debris within the liner The FloorLiners are designed to hold a reasonable amount of liquidAs a matter of basic maintenance, fluids do need to be drained from the mat periodically so that spills do not overflow the reservoirDuring periods of inclement weather, the frequency of cleaning should be increased as slush and snow melt will build up quickly That being said, I understand that the customer was not satisfied with the performance of the WeatherTech product that was purchased through an outside vendorFor the simple reason that we do not have records of third party sales, we refer customers back to the point of purchase when there are problemsThe reseller can then either process a warranty claim or refund depending on the stipulations of their stated return policy This point appears to be where the customer complaint originatesAfter researching the issue, we were able to determine that the local reseller did indeed refuse to refund the customer for the mats as the sale was outside of their day return periodThe one fact not mentioned by the customer in the complaint is that the date of the original purchase occurred months agoWith this in mind, it is understandable why the vendor would be unwilling to process a refund for the purchase As the manufacturer, we will often handle warranty claims directly from customers who placed their orders through another vendorAs discussed by phone with the customer, we are willing to honor our warranty and replace the product in questionHowever, we are unable to process a refund for a purchase that was not made through our company Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not matter whether the mats are days, days, days, or years past the date of purchaseThe warranty is for years and during that three years the product has to work as advertisedThe product has notSo the amount of time since purchase is not an issue It isn't an issue of the amount of liquid as Mr [redacted] suggests The fact that the dealer won't assist in the return is unfortunate, but does not alleviate the companies responsibility to ensure the product works as advertisedReplacing a product with an identically deficient product is not an answer and as Mr [redacted] states, there is no plan to change the design Therefore, the only remedy for a product not working as advertised is to refund the amount paidI offered to accept the amount the dealer paid [redacted] for the product, which is the exact amount [redacted] would have to pay the dealer if the dealer were to assist in the returnThey rejected that, which speaks volumes of their true intent and credibility Final Business Response / [redacted] (4000, 9, 2015/03/06) */ Under the terms of our warranty, our responsibility as the manufacturer is to replace product that is determined to be defectiveUnfortunately, we do not offer refunds as part of our warranty policy The front FloorLiner set in question for the Camry is one of our best selling partsThe design has been extensively tested in the vehicle since the Camry was introduced in With routine cleaning and maintenance on the part of the customer, spills and debris will stay in the mat without spilling overWe do not find the design to defective in any way, yet we are willing to help the customer with a replacement part If a customer is not satisfied with the performance of a product we manufacture and wants a refund, the customer has the responsibility to contact the vendor that sold the product within the time frame specified by the reseller in order to make that requestUnfortunately, the reseller in question has a day return policy and the customer did not attempt to resolve the issue for fourteen months As we did not take money from the customer and our warranty policy does not include an option for refunds, we are unable to comply with the customer request for a refundThe best offer I can make is to replace the product and possibly suggest that the customer make another good faith attempt to ask the reseller for a refund as this appears to be where the actual dispute originated Please let me know if you have further questions Best regards, [redacted] MacNeil Automotive [redacted] ext [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product does not work as advertisedPeriod The fact that it is their best selling product is completely irrelevant The fact that it has been extensively tested in both unsubstantiated and also completely irrelevant Their claim that they find nothing wrong with the product shows their true intentI can prove that the product leaksAnyone who bothered to look can see that the edges I referred to in my complaint are cut lower than is necessaryThis fact is indisputableYet they find no problem with the design They claim in their advertising that these mats are "perfectly formed", which they are clearly not They advertise that I should purchase this product to maintain the value of my vehicle by keeping the carpeting cleanIt does not I find their response to be disingenuousLet's just say I find this company to be disreputable and it appears they have no interest in standing behind their market claims on this product You can close this case as unresolved and unsatisfactory
Initial Business Response / [redacted] (1000, 5, 2014/11/28) */ Thank you for your interest in [redacted] Automotive I had the opportunity to review the full email correspondence between our representative and the customerAfter reading the text, it became apparent that there was a misunderstanding on both sides as to what was being authorized for return and what was actually supposed to be returned Our representative called the customer back and they resolved the issue If there are further questions, please let me know Best regards, [redacted] Call Center Manager [redacted] Automotive - WeatherTech [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/04/21) */ Thank you for your interest in [redacted] Automotive Looking at the order, the customer purchased rear FloorLiner mats for his vehicle on our websiteThe site requires the customer to supply the year, make, and model of their vehicle before displaying the available productsThe vehicle information provided online by the customer specified the model as a Jeep Wrangler UnlimitedThe Jeep Wrangler Unlimited is a four door vehicle After the customer received the product that he had requested, he contacted us stating the part did not fit correctlyAs the customer service representative discussed the issue with the customer, she was able to determine that the customer does not have the Jeep Wrangler Unlimited as specified on the websiteThe customer actually has a Jeep Wrangler, which only has two doorsUnfortunately, we do not manufacture or advertise rear FloorLiners for the two door WranglerThis is simply a case in which the customer selected the wrong vehicle when placing his order Our return policy states that unused product can be returned within thirty days of receipt for an exchange or merchandise refund and that the cost of returning the product is at the customer's expenseThis is a fairly standard policy and should not be in question given that we shipped the product that the customer requested and the customer provided incorrect information in the purchase process However, we will assist the customer by mailing him a prepaid [redacted] return label so that the product can be returned to usAsking us to provide a full refund including the original shipping costs does not seem fair as the error was made by the customer, but we will help him with that as well Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext***
Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ Thank you for your interest in [redacted] Automotive Looking at the customer's order notes, the issue appears to be that they ordered a set of our All-Weather Mats for their Chevy Colorado when in fact they really wanted the FloorLiners Following the customer's example of the Chevy Colorado, when the vehicle information is entered on our website the webpage offers three different types of floor mats: the FloorLiners, the All-Weather Mats, and the All-Vehicle MatsNot only does each individual product option include numerous photos, videos, and an extensive text description of each mat style, but there is also a large box situated directly above the mats labeled "Learn about the Differences in our Floor Mat Options" with a video that provides additional product information comparing the FloorLiners to the All-Weather Mats I am sorry that the customer appears to have selected the incorrect product to suit their needsHowever, the website is quite clear regarding the differences in the floor mat options Please let us know if you have further questions and we will be happy to help Best regards, [redacted] Automotive [redacted] ext ***
Initial Business Response / [redacted] (1000, 5, 2015/01/08) */ Thank you for your interest in [redacted] Automotive We manufacture several styles of floor mats that range from universal trim to fit sizes to parts that are digitally scanned to be an exact replica of the vehicle floor The parts selected by the customer on our website are the All-Weather MatsThe front All-Weather Mats are assigned based on the size we find to have the best fit out the more than shapes we currently manufactureThe rear All-Weather Mats are more universal in design and can be trimmed to fit if found to be too largeThis information is contained within the online product description However, we also advertise the custom FloorLiners on the website for the customer's Toyota CorollaI am not certain if the customer looked at this online option I spoke with the customer and reviewed the information with him and he now understands the differences in the mat stylesI have offered to replace the front All-Weather Mats with the FloorLinersHe just needs to check his vehicle to find out if he has the heating vent option under the front seats so that we can ship a replacement part Please let me know if you have further questions Best regards, [redacted] Automotive - WeatherTech [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/31) */ Thank you for your interest in [redacted] Automotive After investigating the issue, it was determined that the customer filed the complaint with the Revdex.com before reaching out to us for assistanceFurthermore, the problem with the product was found to be caused by the customer purchasing the incorrect item from the WeatherTech eBay store We have shipped the customer replacement parts and consider this issue closed Please let me know if there are any questions and I will be happy to help Best regards, [redacted] Automotive - WeatherTech [redacted] ext [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company made very good on a problem they claim was my fault but it was notThey did send me the correct item I needed and am very happy they way they took care of this problemThey shipped me the right item very fast and made everything rightIt shows to me that they truly care about there customers
Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Thank you for your interest in [redacted] Automotive Looking at the system, the deflector set in question was temporarily on backorderAn email regarding the delay should have arrived shortly after the order confirmation notice when the purchase was originally submitted and I apologize if that was not received We actually received a new shipment of product on February However, when we tried to release the order for shipping we found that we were unable to obtain an authorization to process the charge on the remaining portion of the orderA message was emailed to the customer regarding the issue on February 24, but we have not received a reply If the customer can contact their credit card company to determine why the authorization request was declined, we can try processing the charge again to release the product for shipment Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any email stating that the product was on backorderNot only did I not receive that email, I have emailed your company times, and filed a complaint with Revdex.com before I got any response whatsoever from anyone at WeathertechThat is unacceptable customer service, and I notice you have not even addressed the issue of you guys not communicating with me, as your customer Final Business Response / [redacted] (4000, 9, 2015/03/06) */ Looking in our system, I was able to locate two emails from the customer: one dated February and the other dated February Both emails received replies on February We are a little behind in our email correspondence and I apologize for the slight delay in respondingHowever, the responses were not the result of the complaint being filed as the customer has implied In any case, the customer's desired resolution was that we ship the remaining productAs stated previously, the backordered item did arriveUnfortunately, we have been unable to obtain the authorization from the credit card company to ship the final portion of the order If the customer will call us at after speaking with the credit card company, we will be able to try processing the order again so that we can supply the customer with the last portion of the purchase Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext ***
Initial Business Response / [redacted] (1000, 5, 2015/02/24) */ Thank you for your interest in [redacted] Automotive I am sorry to hear that the customer is not satisfied with their purchase Unfortunately, we do not have plans to change the design of the Camry FloorLinersWe put quite a bit of research into the design of the productThe part does have holes to accommodate the Toyota factory installed retention devicesAdditionally, we cut down the height of the side lip around the gas cap and trunk release levers to make access to these features a little easier and user friendlyHowever, the edges around the retention holes are built up and the base along the edge of the release levers is raised from the bottom level of the floor mat to help keep spills and debris within the liner The FloorLiners are designed to hold a reasonable amount of liquidAs a matter of basic maintenance, fluids do need to be drained from the mat periodically so that spills do not overflow the reservoirDuring periods of inclement weather, the frequency of cleaning should be increased as slush and snow melt will build up quickly That being said, I understand that the customer was not satisfied with the performance of the WeatherTech product that was purchased through an outside vendorFor the simple reason that we do not have records of third party sales, we refer customers back to the point of purchase when there are problemsThe reseller can then either process a warranty claim or refund depending on the stipulations of their stated return policy This point appears to be where the customer complaint originatesAfter researching the issue, we were able to determine that the local reseller did indeed refuse to refund the customer for the mats as the sale was outside of their day return periodThe one fact not mentioned by the customer in the complaint is that the date of the original purchase occurred months agoWith this in mind, it is understandable why the vendor would be unwilling to process a refund for the purchase As the manufacturer, we will often handle warranty claims directly from customers who placed their orders through another vendorAs discussed by phone with the customer, we are willing to honor our warranty and replace the product in questionHowever, we are unable to process a refund for a purchase that was not made through our company Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not matter whether the mats are days, days, days, or years past the date of purchaseThe warranty is for years and during that three years the product has to work as advertisedThe product has notSo the amount of time since purchase is not an issue It isn't an issue of the amount of liquid as Mr [redacted] suggests The fact that the dealer won't assist in the return is unfortunate, but does not alleviate the companies responsibility to ensure the product works as advertisedReplacing a product with an identically deficient product is not an answer and as Mr [redacted] states, there is no plan to change the design Therefore, the only remedy for a product not working as advertised is to refund the amount paidI offered to accept the amount the dealer paid [redacted] for the product, which is the exact amount [redacted] would have to pay the dealer if the dealer were to assist in the returnThey rejected that, which speaks volumes of their true intent and credibility Final Business Response / [redacted] (4000, 9, 2015/03/06) */ Under the terms of our warranty, our responsibility as the manufacturer is to replace product that is determined to be defectiveUnfortunately, we do not offer refunds as part of our warranty policy The front FloorLiner set in question for the Camry is one of our best selling partsThe design has been extensively tested in the vehicle since the Camry was introduced in With routine cleaning and maintenance on the part of the customer, spills and debris will stay in the mat without spilling overWe do not find the design to defective in any way, yet we are willing to help the customer with a replacement part If a customer is not satisfied with the performance of a product we manufacture and wants a refund, the customer has the responsibility to contact the vendor that sold the product within the time frame specified by the reseller in order to make that requestUnfortunately, the reseller in question has a day return policy and the customer did not attempt to resolve the issue for fourteen months As we did not take money from the customer and our warranty policy does not include an option for refunds, we are unable to comply with the customer request for a refundThe best offer I can make is to replace the product and possibly suggest that the customer make another good faith attempt to ask the reseller for a refund as this appears to be where the actual dispute originated Please let me know if you have further questions Best regards, [redacted] MacNeil Automotive [redacted] ext [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product does not work as advertisedPeriod The fact that it is their best selling product is completely irrelevant The fact that it has been extensively tested in both unsubstantiated and also completely irrelevant Their claim that they find nothing wrong with the product shows their true intentI can prove that the product leaksAnyone who bothered to look can see that the edges I referred to in my complaint are cut lower than is necessaryThis fact is indisputableYet they find no problem with the design They claim in their advertising that these mats are "perfectly formed", which they are clearly not They advertise that I should purchase this product to maintain the value of my vehicle by keeping the carpeting cleanIt does not I find their response to be disingenuousLet's just say I find this company to be disreputable and it appears they have no interest in standing behind their market claims on this product You can close this case as unresolved and unsatisfactory
Initial Business Response / [redacted] (1000, 5, 2014/11/28) */ Thank you for your interest in [redacted] Automotive I had the opportunity to review the full email correspondence between our representative and the customerAfter reading the text, it became apparent that there was a misunderstanding on both sides as to what was being authorized for return and what was actually supposed to be returned Our representative called the customer back and they resolved the issue If there are further questions, please let me know Best regards, [redacted] Call Center Manager [redacted] Automotive - WeatherTech [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/04/21) */ Thank you for your interest in [redacted] Automotive Looking at the order, the customer purchased rear FloorLiner mats for his vehicle on our websiteThe site requires the customer to supply the year, make, and model of their vehicle before displaying the available productsThe vehicle information provided online by the customer specified the model as a Jeep Wrangler UnlimitedThe Jeep Wrangler Unlimited is a four door vehicle After the customer received the product that he had requested, he contacted us stating the part did not fit correctlyAs the customer service representative discussed the issue with the customer, she was able to determine that the customer does not have the Jeep Wrangler Unlimited as specified on the websiteThe customer actually has a Jeep Wrangler, which only has two doorsUnfortunately, we do not manufacture or advertise rear FloorLiners for the two door WranglerThis is simply a case in which the customer selected the wrong vehicle when placing his order Our return policy states that unused product can be returned within thirty days of receipt for an exchange or merchandise refund and that the cost of returning the product is at the customer's expenseThis is a fairly standard policy and should not be in question given that we shipped the product that the customer requested and the customer provided incorrect information in the purchase process However, we will assist the customer by mailing him a prepaid [redacted] return label so that the product can be returned to usAsking us to provide a full refund including the original shipping costs does not seem fair as the error was made by the customer, but we will help him with that as well Please let me know if you have further questions and I will be happy to help Best regards, [redacted] Automotive [redacted] ext***
Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ Thank you for your interest in [redacted] Automotive Looking at the customer's order notes, the issue appears to be that they ordered a set of our All-Weather Mats for their Chevy Colorado when in fact they really wanted the FloorLiners Following the customer's example of the Chevy Colorado, when the vehicle information is entered on our website the webpage offers three different types of floor mats: the FloorLiners, the All-Weather Mats, and the All-Vehicle MatsNot only does each individual product option include numerous photos, videos, and an extensive text description of each mat style, but there is also a large box situated directly above the mats labeled "Learn about the Differences in our Floor Mat Options" with a video that provides additional product information comparing the FloorLiners to the All-Weather Mats I am sorry that the customer appears to have selected the incorrect product to suit their needsHowever, the website is quite clear regarding the differences in the floor mat options Please let us know if you have further questions and we will be happy to help Best regards, [redacted] Automotive [redacted] ext ***
Initial Business Response / [redacted] (1000, 5, 2015/01/08) */ Thank you for your interest in [redacted] Automotive We manufacture several styles of floor mats that range from universal trim to fit sizes to parts that are digitally scanned to be an exact replica of the vehicle floor The parts selected by the customer on our website are the All-Weather MatsThe front All-Weather Mats are assigned based on the size we find to have the best fit out the more than shapes we currently manufactureThe rear All-Weather Mats are more universal in design and can be trimmed to fit if found to be too largeThis information is contained within the online product description However, we also advertise the custom FloorLiners on the website for the customer's Toyota CorollaI am not certain if the customer looked at this online option I spoke with the customer and reviewed the information with him and he now understands the differences in the mat stylesI have offered to replace the front All-Weather Mats with the FloorLinersHe just needs to check his vehicle to find out if he has the heating vent option under the front seats so that we can ship a replacement part Please let me know if you have further questions Best regards, [redacted] Automotive - WeatherTech [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/31) */ Thank you for your interest in [redacted] Automotive After investigating the issue, it was determined that the customer filed the complaint with the Revdex.com before reaching out to us for assistanceFurthermore, the problem with the product was found to be caused by the customer purchasing the incorrect item from the WeatherTech eBay store We have shipped the customer replacement parts and consider this issue closed Please let me know if there are any questions and I will be happy to help Best regards, [redacted] Automotive - WeatherTech [redacted] ext [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company made very good on a problem they claim was my fault but it was notThey did send me the correct item I needed and am very happy they way they took care of this problemThey shipped me the right item very fast and made everything rightIt shows to me that they truly care about there customers