Buggies Unlimited LLC

Ms. [redacted],   I apologize for any inconvenience that this may have caused you. Our website indicates that we’re only open Weekdays 8:00am to 5:00pm EST. I do understand that the item arrived damaged via [redacted] however, in our Return Policy (I have included below) it indicates that the item needs...

to be in like new condition or in the original packaging. In this situation it would be the damaged condition that it arrived, not the modification. At this time the only promotion that I can offer is 15% off your next order and free shipping. Return Policy “Every item on our website comes with a 100% Satisfaction Guarantee. If you are not completely satisfied with your order when it arrives, we¹ll refund your money or exchange any item on our website within 30 days of purchase. To return an item, please call one of our trained Customer Service Representatives for a Return Authorization Number. All items require a Return Authorization Number and need to be in like new condition in their original packing for the return process to be completed. All Special Orders are unavailable for return for any reason other than a manufacturer's defect. For information on a replacement or refund of a defective item, please refer to the individual warranty for that product. Please allow up to 30 days for electrical items to be credited or exchanged. There is a $10 restocking fee per tire for returned tire and wheel combination's for any reason other than a manufacturer's defect. Buggies Unlimited is not liable for additional labor expenses that occur as the result of an incorrect or defective part.”   Thanks, [redacted]

Ms. [redacted],   I apologize for the delayed response and the dissatisfaction that you feel our company has provided you. As you stated we did inform you that we would attempt to send over the new order to our seat cover manufacture. Once we submitted that order they denied it as it’s something...

that we’re unable to make. Your cart is specially altered and we are unable to manufacture a back seat cover that will properly fit your cart. I will gladly accept a return for the covers that you have for a refund but unfortunately, we would not be able to manufacture a cover that will fit.   Thanks, [redacted]

Mr. [redacted],
I apologize for any inconvenience that this may have caused
for you as well as the incorrect information that our [redacted] provided
for you during the initial call.  Unfortunately,
we were contacted by the vendor themselves and informed that this product is...

exclusively
sold to [redacted].; which is why we would not be able to receive any
inventory on part number [redacted]. Thus, we are unable to fulfill any order place for
this part. Our customer’s credit cards are never charged until the part ships.
Since this never shipped you did not incur any fees.
In regards to leaving message (s) for the customer service [redacted], it is
company policy that any messages left by customers would be responded to within
24-48 business hours. However, since this complaint was made during that time
span all communication between the company and customer must seize unless it is
through the Revdex.com.
Sincerely,
[redacted]

Mrs. [redacted],
I’m sorry that this has happened to you once again. What I
will go ahead and do for the inconvenience is have UPS pick-up both windshields
for a full refund. Once I verify with the warehouse manager that the correct
windshield is labeled properly would you like the correct one shipped out to you or
simply a refund on both?
Thanks,
[redacted]Customer Service Supervisor

**. [redacted],   I apologize for any inconvenience that this may have caused you. Upon viewing your account I see that the turn signal was delivered on the 19th of July. On the original order that you placed online the invoice that was provided shows a column with the part number in question...

being on back order. However, due to the experience that you have had with our company I will place a 10% off promo code for your next order with Buggies Unlimited.   Thanks, [redacted]

Thank you for the expressed concerns regarding the returned enclosure. The item was delivered on 06/03/2015 at 12:07p.m. via [redacted] tracking # [redacted]. Please see the attached file from the Returns Dept sent to Customer Service on 06/04/2015 regarding the condition of how it was received. During attempted installation, the inside area would have touched the top of the golf car. The photo is of the black spot on the inside close to the zipper of one side. This was caused due to not cleaning the golf car prior to attempting the installation. This spot may not have been noticed by the customer during repackaging due to it being on the inside. I'm very sorry, but this was the reason for the ineligibility to return it to stock, thus causing the restocking fee to help with our cost of the item we had to discard.[redacted]All items require a Return Authorization Number and need to be in like new condition in their original packing for the return process to be completed.My sincerest apologies, but there is nothing further we can offer as a resolution to this issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[redacted],We will more than happily price match the item to that of what you found elsewhere. Can you please provide the website in which the item is at a lower price? Once I have the website (not a third party re-seller) I can provide the refund. Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because:I ordered the same top for my other [redacted] golf cart last year and it fit perfect with no issues. I looked to see if the tops are the same size and they are between both the cart here and the one at the beach. The encloser for the cart at the beach is and was always sent to me wrong. This is a mistake by Buggies Unlimited and not of my doing. I have had several other orders from this Company without issue. This is THEIR mistake and I'm not going to take the financial hit for it and nor should I!This would be like buying a Christmas gift for someone on black Friday and find out the wrong item was sent and not be able to exchange for the correct one.
Regards,
[redacted]

Mr. [redacted],
I want to start off by apologizing for any delay that we have had in
properly communicating our return policy.
“Every item on our website comes with a 100%...

Satisfaction
Guarantee. If you are not completely satisfied with your order when it arrives,
we¹ll refund your money or exchange any item on our website within 30 days of
purchase.
To return an item, please
call one of our trained [redacted] for a Return
Authorization Number. All items require a Return Authorization Number and need
to be in like new condition in their original packing for the return process to
be completed.
All Special Orders are
unavailable for return for any reason other than a manufacturer's defect. For
information on a replacement or refund of a defective item, please refer to the
individual warranty for that product.
Please allow up to 30 days
for electrical items to be credited or exchanged.
There is a $10 restocking fee
per tire for returned tire and wheel combination's for any reason other than a
manufacturer's defect.
Buggies Unlimited is not
liable for additional labor expenses that occur as the result of an incorrect
or defective part.”
 
I have attached our return policy which is
located on our website. Along with this the following message is listed on your
invoice which was delivered to your email address on file.
Thank you very
much for your order!
Please inspect
the items in your order upon arrival.
If
there are any issues, please let us know within 30 days.
Unfortunately, we are unable to provide a return
for this as it has been over our policy time. The first call for this issue was
made on the 11th of November, 2015. This particular order was
shipped on the 28th of September and delivered on the 30th of September
which makes it exactly 42 days. Once again I apologize for any delay,
confusion, or miscommunication but as the [redacted] that
you have spoken with indicated we will not be able to accept this return.
 
Sincerely,
[redacted]

The customer emailed on 05/28/2015 about the status of the order upon receipt of the order confirmation showing the backorder. She was notified of the item showing on order. She acknowledged this email from the customer service representative. A day later, we found out from our purchasing dept that...

the item was no longer available. She then acknowledged that email and asked to cancel and she would look elsewhere and consider us for an alternative part at a later time. It does take about a business week for [redacted] refunds to be completed as we have a process and customers are resolved on a first come, first served basis. All of our customers are important to us so they are resolved equally and in as timely manner as our busy season will allow. The refund has been completed via [redacted] as of today, almost 1 business week exactly from her inquiry to cancel. Thank you.

Mr. [redacted],I want to start off by sincerely apologizing for the experience that you have endured with our company. This is the furthest from how we want our customers to be treated. I have issued a refund in the amount of $96.29 back to your [redacted]. This will included the $54 plus tax to ship back...

the item as well as the original shipping charge of $35.99 plus tax. I would also like to thank you for taking the time in providing a descriptive concern so that I can address these issues with said representatives. If you are willing to use our company for future purchases I have included a 15% off and free shipping promo code on your account. Please let me know if I can assist you with anything else.Thanks,[redacted]-Customer Service Supervisor

Complaint: [redacted]
I am rejecting this response because: I contacted [redacted] offices today and spoke with [redacted] who informed me that there is no  contract with Buggies Unlimited LLC. as you claimed.  I also called Buggies Unlimited and it was confirmed that you are not an authorized parts dealer. I was informed that you only sell off market compatible parts for [redacted]. It appears that the NET, STORAGE CANOPY is not an authorized [redacted] part and you should  be able to obtain it.In addition, I have a copy of invoice #[redacted] which shows the item being sent out of the [redacted] warehouse.  As I previously stated I only purchased all  this items based on the fact that your [redacted] person confirmed  that all parts were in stock. How could he confirm  it was in stock  if you were not  even selling the part and print it on a invoice.   Two additional phone call follow-ups confirmed the same: the  item was going to be shipped. Someone in your organization is not telling the truth.  
As previously requested, please obtain the part from wherever, even if you have to purchase it from another retailer and forward it to complete this order. I hope we can work this out and I do not have to return all the other merchandise. [redacted], I have phone  records to prove that my two calls were over 48 hours apart and that I never received a response. Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID 1[redacted]9, and find that this resolution is satisfactory to me. I will consider this case satisfied upon refund of 75%.
Regards,
[redacted]

Mr. [redacted] I would like to thank you for providing the feedback in regards to your experience with our company. However, as I’m looking at the account a refund for the shipping was already provided for $14.97. This is what was original charged for shipping. A refund invoice was sent to the email...

address that we have on file. Thanks, [redacted]

Our Policy states in the second paragraph of this section of our website: "All items require a Return Authorization Number, Reason Code, and need to be in like new condition in their original packing, for the return process to be completed. Our manufacturing facility received this product in the...

condition stated of "zippers were dirty", proving the product was used, therefore cannot accept it back as a return. When the items come back, a credit is created that is placed in a "holding" status. There was a system error that released the refund to the customer prematurely, and on 12/04 when the item was returned to the customer, we charged for the amount he owed us. The item is on it's way back to him and we have payment for it. I will provide tracking as soon as the manufacturing facility can get it to me- possibly Monday. Please let me know if you have any further questions. Sincerely,[redacted]BUGGIES UNLIMITED###-###-####