***, I've reviewed your case and would be willing to make an exception to replace the two tiresWould you be satisfied with that and be willing to close and resolve this case? Sara will be in contact today to coordinate the exchange with you
Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ This customer purchased wheels on November 11/We had heard of no problem with the wheels until 10/23/when Mr [redacted] contacted us to say that there was a problem with the wheels balancingWe tried to assist Mr [redacted] in opening a warranty claim with the manufacturer, but the customer did not want to take the wheels off and send them for inspectionInstead, he wanted us to send him a different set of wheels before these were ever inspectedWe informed the customer that after such a long period between the purchase and notification of a problem (nearly a full year), we could not replace the product without first inspecting them, and the customer still has not contacted us with a statement from a wheels specialist pinpointing what exactly the problem wasAll we have thus far is the customer repeatedly stating that the wheels won't balanceWe have repeatedly asked the customer to have the wheels put on a Road Force balancer, which would determine what the exact problem may beWe still have not received any information from this, so we currently cannot offer a replacement with no determination of what the problem may beIf we received that information, we could get a better idea of where the problem liesIn our experience, we have never had a full set of wheels that were all out of round or caused vibrationsSomething like this is usually caused by one wheel being bent from impact with a pot hole, curb, etcWe still haven't that information needed to determine what the problem actually is
I purchased a set of wheels from Custom Wheel Outlet on ebay 3/29/Before I made the purchase I emailed them to verify how many rims they had in stockThey replied that they had in inventory which I have the email to proveAfter they told they had I purchased and paid as soon as I did the Buy it nowThese were supposed to be shipped out business day after the purchaseI checked my ebay account and didn't see any updates on the shippingI received a call about days after the purchase and they said they only had and would have to order the 4thHe stated that it would probably take days to get the fourth wheelHe said I can order another set if I wanted to change my mindI told him I was fine waiting for the fourth wheel its not a big dealI told him on 4/4/to send my wheels and I can wait for the fourthEric stated that the wheels might be discontinued and they might not be able to get the fourth On 4/5/I emailed them for the tracking number for the shipmentEric replies back with a tracking number and when I check the tracking it says its going to PAI live in Michigan so I email him back and he said he made a mistake about the tracking numberHe said sorry and that he will get my tracking number for meThe wheels were supposed to be here by now and they still haven't been shippedEric calls me today and he leaves me a message to call him backI call him back and ask him why my rims weren't shipped, He said they messed up and now there is only availableI reached out to one of my friends who works for a local tire shop and had them call and see if KMC was discontinuing the wheelsThey told him that weren't discontinuing the rims and they were still availableI told Eric that I reached out and found out the rims weren't being discontinuedHe said that the only ones available were in Australia and they don't have access to themI just want them to send me my wheels that I paid forI have never had a problem like this for a purchase that I did
I am rejecting this response because: I am submitting to you personally PROOF of my calls to Custom Wheels Outlet & the original call Cancelling order I placed with Walmart.com whereby the representative Jeff then provided me the telephone number to Custom Wheel Outlet and on the same call he then transferred me to Custom Wheel outlet on January 5, Please add these call logs to Revdex.com Public case files for this case Attached are the following calls logs from my house number, PROVING I placed call, after call, after call to their business number afforded me by Walmart.com The number Walmart.com afforded me to Custom Wheel Outlet is [redacted] Attached are the Calls Logs showing calls to Walmart.com and also those calls directly to Custom Wheel Outlet, as I stated in the original complaint I expect my full refund of $ to be issued on January, (January 12th, 2018) by 9am Sincerely,MrsDana [redacted] ( [redacted] is my last name exactly as written)
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
Initial Business Response / [redacted] (1000, 8, 2015/07/20) */ The gal that was working on this is no longer here but we are still working to take care of this and unfortunately we are still waiting for a response from the manufacturerWe will contact the customer with a update Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still unresilved, got a call from Sarah that she will get back to me in a week or twoWill,wait and see what happens but it's been months without resolutionI missed opportunity to file complaint with ebay waiting for response Final Business Response / [redacted] (4000, 12, 2015/07/22) */ We would like to give refund once this claim is closed
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 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.complaint # [redacted] have received the full amount of $backwould you please close the case
The wrong fitment was ordered on our eBay selling siteThe fitment guide specifically states in bold red letters "This part is not compatible with Dodge Ram 3500" We do not have that specific wheel currently available in the hub bore that is neededPer our stated eBay return policy on our seller site, we have a 20% restocking fee, subject to any orders returned due to wrong fitment ordered, unless purchasing a replacementTotal restocking fee is $and we sent the customer pre-paid return labels, which I've attached to this message.These are very large and heavy wheels, which are not cheap to ship (both ways)As long as the wheels are returned in the same condition received, unmounted and in original boxes (packed per instructions we sent), I would be willing to take $off of the restocking fee, in order to resolve thisThe remaining amount will be needed to cover shipping charges (both ways) and does not cover any of employee/warehouse shipping/receiving laborWheels will still need to be inspected and the $restocking fee break will only apply if the consumer excepts our offer per the guidelines listed above
I am rejecting this response because:First of first of course your gonna act super helpful now that I've re filed a complaint the only time a recived a call back from custom wheel outlet was when I filed a complaint! I was gaurenteed satisfaction if I dropped my last complaint and as soon as I did I got no help and couldn't get a returned call to save my lifeCustom wheel outlet is well aware that my mothers car has been on a jackstand for over a month now I was assured as soon as that wheel was returned the right one would be shipped out I sent the old wheel back two weeks ago and the only reason I even got a response now was because I filed another complant! Of course you have high call volumes and a high amount of returns because your horrible at customer service and you prob sold everyone else's the wrong st as well! Very Very poor customer service I highly advise against anyone ordering from this company ever again I wouldn't be satisfied if they sent me free wheels what they have done to me over the past month is unacceptable!
We have no communication from customer or Wal-Mart prior about any issues with the order or requesting cancellation on the orderWe have a detailed call/email log system and there are no notes of any communicationI'm not sure who the people are at Wal-Mart that were mentioned, as none of them work for us or sent us any messagesWe have no problem doing a return, but shipping fees will apply, as we shipped exactly what was orderedWe normally charge a 20% restocking fee, as noted on our Wal-Mart return policy on a return without exchange, but we would be willing to waive the restocking feeWe would be willing to send customer our labels at our company cost, which is about 50% off the shipping rate FedEx chargesIf we go that route, the labels can either be purchased up front, or we can deduct the shipping fees from the returnOtherwise if you would like to return on your own, we can offer a full refund, but as mentioned, our labels would be at our discounted costThanks!
The manufacturer rejected all wheels and sent them back to usWe have re-opened a case with the manufacturer and are waiting for a review/appeal decisionIf rejected again, we would certainly be willing to waive shipping fees to return the wheels back to youWe'll be in touch as soon as we hear backThanks!
I am rejecting this response because:they are still telling me I have to purchase more tires to replace the out of round tires so I can send the bad ones to them before they send me more tires instead of sending me tires and let me send bad ones back.I also asked them to talk to owner of the tire shop and send the tires to them and see if they could ship them back and they told me they couldn't do it.all I want is the new tires I paid for I don't have the money to buy more tires if they don't want to give me the tires they should give me money back for the tires
Customer opened a dispute with us in eBay originally claiming package was not deliveredWe pulled up FedEx tracking # [redacted] and showed a confirmed delivery to the following recipient: [redacted] Lawrence Twp, New Jersey 08648- eBay closed the case in our favor, as we supplied documentation that steps were taken to verify deliveryAs a courtesy for the customer, we also opened a Trace with FedEx on 7/(case # [redacted] )They had their driver retrace his route, fo back to the house, and has confirmed delivery was made to the address suppliedFedEx has also been in contact with the customerWe then went one step further and opened a lost package claim on 7/for # [redacted] to show good faith and that we want a resolutionFedEx is still concluding their investigation, however, in my years of experience with them, they have yet to ever overturn once a trace has already been conducted and confirmed deliveryFedEx asks for business days to finalize their investigation, which is not yet upThe best course of action at this point, as mentioned previously, would be to contact the local police department and file a report for theft of a package(s) and check with the home insurance for a claimIf FedEx does have different findings, we would absolutely replace or refund productCustomer will be contacted either way, once FedEx gives us their findings
We shipped what was ordered, however we understand the customer is not happy with the offset and the actual offset pictured on the listing (stock image) was explained would not work for the application, but what was sent willHowever, we did offer to send pre-paid return labels if the customer is wanting to return, which is still an optionOtherwise, what we can do is send the missing caps and offer a partial refund of $200, knowing that the wheels should have been inspected before installation, which I feel is very fairI could probably round up a manufacturer hoodie as well if the the second option is takenI feel both options are very fair, considering the wheels shipped are the correct fitment, they are just not as deep of an offset as the stock wheel picturePlease let us know as soon as possible how you would like to proceed so we can resolve this Thanks!
I am rejecting this response because: I made an offer to CWO to settle this matter and move down the road.I have since learned that the amount I offered to settle for will not pay in full for the wheel spacers but never the less I did make the proposal and I will stick by it if we can modify CWO's offer sent to your office.Everything is good other than the stipulation that I send them a copy of my receipt for the purchased spacers.I do not want to order these spacers until I have the complete set of wheels in my possession.Obviously this matter has taken a while to settle and I do not want to delay it any longer than I have to.Since these are more than likely going to have to be custom wheel spacers I will be incurring more of a delay.If CWO cares to look at the website of the companies I am considering using they will see that I have more to spend than being offered,and there is the obvious fact that I have to have them to make the wheels fit correctly(Incase their view is I am trying to gain monies by using some sort of fraudulent claim).They have in emails sent my mearsuring the rear and front wheels of the Mercedes and Motegi side by side.If they will just do one of two things we can move this down the road,send me either a check or refund directly to the credit card $150.00.I also want the rear wheel sent asap and to be kept up to speed on where that matter stands.Also of course picking up the unordered extra front wheel Thank you, [redacted] ***http://eibach.com/us/c-56-car-truck-suv.htmlhttps://europeanautosource.com/ma...⇄
We are an online company an email is always the fastest way to communicate with issues, and is the preferred method for most of the sites we sell on, including Wal-Mart.com That said, this is our busiest time of year, so I am sorry if customer service lines were all busy when the call(s) were made I checked our message records and do not show any prior email history from our Wal-Mart site where the products were purchased, or via our main inboxAs far as the return, we have no record from the customer showing anything different was sent, or what was sent, but do wish to resolve this and have attached a pre-paid FedEx return label to return the productThanks!
***, I've reviewed your case and would be willing to make an exception to replace the two tiresWould you be satisfied with that and be willing to close and resolve this case? Sara will be in contact today to coordinate the exchange with you
Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ This customer purchased wheels on November 11/We had heard of no problem with the wheels until 10/23/when Mr [redacted] contacted us to say that there was a problem with the wheels balancingWe tried to assist Mr [redacted] in opening a warranty claim with the manufacturer, but the customer did not want to take the wheels off and send them for inspectionInstead, he wanted us to send him a different set of wheels before these were ever inspectedWe informed the customer that after such a long period between the purchase and notification of a problem (nearly a full year), we could not replace the product without first inspecting them, and the customer still has not contacted us with a statement from a wheels specialist pinpointing what exactly the problem wasAll we have thus far is the customer repeatedly stating that the wheels won't balanceWe have repeatedly asked the customer to have the wheels put on a Road Force balancer, which would determine what the exact problem may beWe still have not received any information from this, so we currently cannot offer a replacement with no determination of what the problem may beIf we received that information, we could get a better idea of where the problem liesIn our experience, we have never had a full set of wheels that were all out of round or caused vibrationsSomething like this is usually caused by one wheel being bent from impact with a pot hole, curb, etcWe still haven't that information needed to determine what the problem actually is
I purchased a set of wheels from Custom Wheel Outlet on ebay 3/29/Before I made the purchase I emailed them to verify how many rims they had in stockThey replied that they had in inventory which I have the email to proveAfter they told they had I purchased and paid as soon as I did the Buy it nowThese were supposed to be shipped out business day after the purchaseI checked my ebay account and didn't see any updates on the shippingI received a call about days after the purchase and they said they only had and would have to order the 4thHe stated that it would probably take days to get the fourth wheelHe said I can order another set if I wanted to change my mindI told him I was fine waiting for the fourth wheel its not a big dealI told him on 4/4/to send my wheels and I can wait for the fourthEric stated that the wheels might be discontinued and they might not be able to get the fourth On 4/5/I emailed them for the tracking number for the shipmentEric replies back with a tracking number and when I check the tracking it says its going to PAI live in Michigan so I email him back and he said he made a mistake about the tracking numberHe said sorry and that he will get my tracking number for meThe wheels were supposed to be here by now and they still haven't been shippedEric calls me today and he leaves me a message to call him backI call him back and ask him why my rims weren't shipped, He said they messed up and now there is only availableI reached out to one of my friends who works for a local tire shop and had them call and see if KMC was discontinuing the wheelsThey told him that weren't discontinuing the rims and they were still availableI told Eric that I reached out and found out the rims weren't being discontinuedHe said that the only ones available were in Australia and they don't have access to themI just want them to send me my wheels that I paid forI have never had a problem like this for a purchase that I did
I am rejecting this response because: I am submitting to you personally PROOF of my calls to Custom Wheels Outlet & the original call Cancelling order I placed with Walmart.com whereby the representative Jeff then provided me the telephone number to Custom Wheel Outlet and on the same call he then transferred me to Custom Wheel outlet on January 5, Please add these call logs to Revdex.com Public case files for this case Attached are the following calls logs from my house number, PROVING I placed call, after call, after call to their business number afforded me by Walmart.com The number Walmart.com afforded me to Custom Wheel Outlet is [redacted] Attached are the Calls Logs showing calls to Walmart.com and also those calls directly to Custom Wheel Outlet, as I stated in the original complaint I expect my full refund of $ to be issued on January, (January 12th, 2018) by 9am Sincerely,MrsDana [redacted] ( [redacted] is my last name exactly as written)
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
Initial Business Response / [redacted] (1000, 8, 2015/07/20) */ The gal that was working on this is no longer here but we are still working to take care of this and unfortunately we are still waiting for a response from the manufacturerWe will contact the customer with a update Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still unresilved, got a call from Sarah that she will get back to me in a week or twoWill,wait and see what happens but it's been months without resolutionI missed opportunity to file complaint with ebay waiting for response Final Business Response / [redacted] (4000, 12, 2015/07/22) */ We would like to give refund once this claim is closed
Revdex.comyou guys are awsome they called me min after I filed complaint and made everything right thatnk you so much!!! Please close file!!
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 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.complaint # [redacted] have received the full amount of $backwould you please close the case
The wrong fitment was ordered on our eBay selling siteThe fitment guide specifically states in bold red letters "This part is not compatible with Dodge Ram 3500" We do not have that specific wheel currently available in the hub bore that is neededPer our stated eBay return policy on our seller site, we have a 20% restocking fee, subject to any orders returned due to wrong fitment ordered, unless purchasing a replacementTotal restocking fee is $and we sent the customer pre-paid return labels, which I've attached to this message.These are very large and heavy wheels, which are not cheap to ship (both ways)As long as the wheels are returned in the same condition received, unmounted and in original boxes (packed per instructions we sent), I would be willing to take $off of the restocking fee, in order to resolve thisThe remaining amount will be needed to cover shipping charges (both ways) and does not cover any of employee/warehouse shipping/receiving laborWheels will still need to be inspected and the $restocking fee break will only apply if the consumer excepts our offer per the guidelines listed above
I am rejecting this response because:First of first of course your gonna act super helpful now that I've re filed a complaint the only time a recived a call back from custom wheel outlet was when I filed a complaint! I was gaurenteed satisfaction if I dropped my last complaint and as soon as I did I got no help and couldn't get a returned call to save my lifeCustom wheel outlet is well aware that my mothers car has been on a jackstand for over a month now I was assured as soon as that wheel was returned the right one would be shipped out I sent the old wheel back two weeks ago and the only reason I even got a response now was because I filed another complant! Of course you have high call volumes and a high amount of returns because your horrible at customer service and you prob sold everyone else's the wrong s
t as well! Very Very poor customer service I highly advise against anyone ordering from this company ever again I wouldn't be satisfied if they sent me free wheels what they have done to me over the past month is unacceptable!
We have no communication from customer or Wal-Mart prior about any issues with the order or requesting cancellation on the orderWe have a detailed call/email log system and there are no notes of any communicationI'm not sure who the people are at Wal-Mart that were mentioned, as none of them work for us or sent us any messagesWe have no problem doing a return, but shipping fees will apply, as we shipped exactly what was orderedWe normally charge a 20% restocking fee, as noted on our Wal-Mart return policy on a return without exchange, but we would be willing to waive the restocking feeWe would be willing to send customer our labels at our company cost, which is about 50% off the shipping rate FedEx chargesIf we go that route, the labels can either be purchased up front, or we can deduct the shipping fees from the returnOtherwise if you would like to return on your own, we can offer a full refund, but as mentioned, our labels would be at our discounted costThanks!
The manufacturer rejected all wheels and sent them back to usWe have re-opened a case with the manufacturer and are waiting for a review/appeal decisionIf rejected again, we would certainly be willing to waive shipping fees to return the wheels back to youWe'll be in touch as soon as we hear backThanks!
The customer’s wheels have been sent back to him
I am rejecting this response because:they are still telling me I have to purchase more tires to replace the out of round tires so I can send the bad ones to them before they send me more tires instead of sending me tires and let me send bad ones back.I also asked them to talk to owner of the tire shop and send the tires to them and see if they could ship them back and they told me they couldn't do it.all I want is the new tires I paid for I don't have the money to buy more tires if they don't want to give me the tires they should give me money back for the tires
Poor customer service terrible company would not recommend Do your self a favor don't get cheated like we did
Customer opened a dispute with us in eBay originally claiming package was not deliveredWe pulled up FedEx tracking # [redacted] and showed a confirmed delivery to the following recipient: [redacted] Lawrence Twp, New Jersey 08648- eBay closed the case in our favor, as we supplied documentation that steps were taken to verify deliveryAs a courtesy for the customer, we also opened a Trace with FedEx on 7/(case # [redacted] )They had their driver retrace his route, fo back to the house, and has confirmed delivery was made to the address suppliedFedEx has also been in contact with the customerWe then went one step further and opened a lost package claim on 7/for # [redacted] to show good faith and that we want a resolutionFedEx is still concluding their investigation, however, in my years of experience with them, they have yet to ever overturn once a trace has already been conducted and confirmed deliveryFedEx asks for business days to finalize their investigation, which is not yet upThe best course of action at this point, as mentioned previously, would be to contact the local police department and file a report for theft of a package(s) and check with the home insurance for a claimIf FedEx does have different findings, we would absolutely replace or refund productCustomer will be contacted either way, once FedEx gives us their findings
We shipped what was ordered, however we understand the customer is not happy with the offset and the actual offset pictured on the listing (stock image) was explained would not work for the application, but what was sent willHowever, we did offer to send pre-paid return labels if the customer is wanting to return, which is still an optionOtherwise, what we can do is send the missing caps and offer a partial refund of $200, knowing that the wheels should have been inspected before installation, which I feel is very fairI could probably round up a manufacturer hoodie as well if the the second option is takenI feel both options are very fair, considering the wheels shipped are the correct fitment, they are just not as deep of an offset as the stock wheel picturePlease let us know as soon as possible how you would like to proceed so we can resolve this Thanks!
I am rejecting this response because: I made an offer to CWO to settle this matter and move down the road.I have since learned that the amount I offered to settle for will not pay in full for the wheel spacers but never the less I did make the proposal and I will stick by it if we can modify CWO's offer sent to your office.Everything is good other than the stipulation that I send them a copy of my receipt for the purchased spacers.I do not want to order these spacers until I have the complete set of wheels in my possession.Obviously this matter has taken a while to settle and I do not want to delay it any longer than I have to.Since these are more than likely going to have to be custom wheel spacers I will be incurring more of a delay.If CWO cares to look at the website of the companies I am considering using they will see that I have more to spend than being offered,and there is the obvious fact that I have to have them to make the wheels fit correctly(Incase their view is I am trying to gain monies by using some sort of fraudulent claim).They have in emails sent my mearsuring the rear and front wheels of the Mercedes and Motegi side by side.If they will just do one of two things we can move this down the road,send me either a check or refund directly to the credit card $150.00.I also want the rear wheel sent asap and to be kept up to speed on where that matter stands.Also of course picking up the unordered extra front wheel Thank you, [redacted] ***http://eibach.com/us/c-56-car-truck-suv.htmlhttps://europeanautosource.com/ma...⇄
We are an online company an email is always the fastest way to communicate with issues, and is the preferred method for most of the sites we sell on, including Wal-Mart.com That said, this is our busiest time of year, so I am sorry if customer service lines were all busy when the call(s) were made I checked our message records and do not show any prior email history from our Wal-Mart site where the products were purchased, or via our main inboxAs far as the return, we have no record from the customer showing anything different was sent, or what was sent, but do wish to resolve this and have attached a pre-paid FedEx return label to return the productThanks!