Champion Trailers

Had a great experience at Champion Trailers. The knowledgeable staff was able to answer my questions and make recommendations on parts I could use to repair my boat trailer. Prices were fair and items well stocked.

Review: The 1' Straight Plain Trailer Spindle (SKU 301)advertised on the Champion Trailers, LLC website, shows the seal fit size to be 1.25. After delivery of the (2) spindles ordered I found the seal fit size on one spindle to be 1.225 and the other 1.229 not the 1.250 as advertised. The seal fit is a critical size to keep water and dirt out of the trailer hub bearing area. In talking with Champion Trailers, LLC about the website posted size of 1.25 not being as advertized, the individual stated that it is a "Made in China" product and they can never be certain of the sizes on the spindles being delivered to them. It would seem then, that they should pay closer attention and perhaps use a micrometer to check the seal fit size before selling the spindle to a customer and return any undersize spindles found, back to their supplier. Since it would cost me almost the same in shipping ($15.66) as I have in the cost of the 2 spindles ($21.90) plus taking the items for return to a FED-EX shipping center 20 miles away, I have chosen to just keep the undersize seal fit spindles and apply the return shipping, towards the purchase of 2 spindles from a local bussiness.Desired Settlement: If Champion Trailers would send two spindles with the correct size as advertized and pay for the shipping, I would be satisfied. Otherwise I see no sense in returning the undersize seal fit spindles to gain or get back around $5.00 when all is said and done. If they wish to refund the $21.90 in a check and I do not have to return the undersize seal fit spindles that also would work for me.

Business

Response:

Mr. [redacted] was made aware of this issue as soon as he contacted our sales department. We update our website for the changes in the spindles when they come in. We apologized for Mr. [redacted] and issued several call tags through FedEx and also issued several return shipping labels to him through the emails he provided. Each time he called we issued these labels he stated he did not receive. He was not going to be responsible for shipping the spindles back as the label was prepaid and never once in the conversations that he had with our customer service department did he state that there would be an issue about dropping the packages off at a FedEx location. If a complaint was made about him driving to the FedEx location I would have requested a pick up through my software. We also ran into a problem where Mr. [redacted] kept giving us incorrect email addresses and we sent each return label to every different address he provided. On top of Champion Trailers paying for the return shipping of the product we were going to issue a full refund of the product and the original shipping cost. Mr. [redacted] did not inform us that he was keeping the spindles and in fact the first that I have heard of him not returning the spindles was through his complaint with the Revdex.com. As soon as Mr. [redacted] contacted us about the problem with the dimensions we updated our website to state that the spindles sizes varied from 1.25 to 1.44 since we cannot keep up with the changes from the supplier. Champion has made every effort to make Mr. [redacted] happy and I find that him making this complaint is very unreasonable. We did not neglect to try to make him happy and in fact have gone above and beyond to make him happy regardless of the fact he was extremely rude to employees every time he contacted us. I would hope that our years of standing with the Revdex.com would show that we respect our customers and provided great customer service. I do not know at this point what Mr. [redacted] is wanting us to do as we have followed through on our end but he has not followed through on returning the product so a full refund can be issued.

Here is a copy of ONE of the labels that was sent for Mr. [redacted]

Hello K [redacted],

Champion Trailers has provided you with a return label for the shipment below.

Shipment details

Ship to: Champion Trailers

Access label by: 09-30-2013

Return Merchandise Authorization (RMA) #: N/A

For questions about your shipment call Champion Trailers at ###-###-####.

Message from Champion Trailers: Return Shipping Label

Printing your label

Your label is available until 09-30-2013. You can print your label in one of two ways:

Print it yourself.Let FedEx print it.

- Take this email on your mobile device to a FedEx Office location and we will scan the barcode below and print the label for you.

Once you´ve printed your label, you have five (5) days (ending at midnight, Central Standard Time) to reprint the same label.

Troubleshooting

If you´re printing your label yourself and are unable to print it using the link provided above, go to FedEx Return Label and enter User ID K[redacted] and Password [redacted].

If you have other questions, call FedEx technical support at ###-###-#### for assistance.

Want to learn more about simplifying your returns? Check out FedEx® Returns Solutions.

For FedEx use only: K[redacted] - [redacted]

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If Champion Trailers, LLC is willing to provide a full refund then I shall acept their offer and use the label to return the spindles. Champion Trailers, LLC is correct, in their statement that they had tried several times to send me an e-mail return merchandise label. The problem from their end was that they somehow had been sending it to the wrong e-mail address. They were evidently sending it to [redacted] instead of [redacted] With their e-mailes never coming through and them stating that they had sent them, I was beginning to wander about their claim of having sent them, thus my uncertainty.

The invoice that came with the spindles had [redacted] as the e-mail address on the invoice so I believe that was the mix-up. After talking with "[redacted]" about the possible mistaken e-mail address, they were able to send me an e-mail for the return merchandise label. After receipt of the e-mail, I for some unknown reason, had a problem trying to print the return label from my computer and printer, but eventually was only able to get the page showing the bar code.

It was my mistaken belief, that I would be responsible for sending the spindles back at my expense. I did not realize that they were offering to pay the return shipping as well as offering a full refund. As far as being rude I do not believe that any time that I had acted in a rude manner unless it was about stating to "[redacted]" that I was taping our conversation. I had asked her in an earlier phone call conversation if the spindles were a foreign made product, such as "Made In China" to which she replied that, yes they were foreign made, and that they could not control the sizes of the seal fits on the spindles delivered to them.

There is some fault on both ends of this business transaction (incorrect sizes posted on the internet and mistaken return policy on my part), so I am willing to settle this matter as I have stated above. If I am given the go ahead to return the spindles then I will drive to the FED-EX location, just to make sure that it is done correctly. I have the printed page showing the bar code that was sent and will use it if it is still vadid. If it's not then another label will have to be sent by e-mail or have FED-EX do the labeling through your business number.

In conclusion I am sorry about the misunderstanding on the return policy, but I also expect to have the sizes stated for the seal fit as shown on the internet, be the sizes on the spindles when delivered. I spent 40+ years as a machinist for a major steel manufacturing company and I was expected to make the job given me each day to the sizes specified and as the company expected.