The client was given a discount at the time of ordering, which ties our hands a bit for a refundWe can issue a $gift certificate and, unfortunately, only a $partial refundWe are also unable to issue the $gift certificate in the form of a refund as well
We apologize for the issue the client is facingThe issue with the front set of vent visors is the installationThey are installed in the wrong place, as evidenced in the video he sent usThe front set needs to go in between the rubber and the outside edge of the channelThis is why he is having a noise issue, and the reason the window will not go up all the wayPutco offered to contact the client to assist with the installationThe visors are not defective, nor are they incorrect for the client's vehicleThey are installed incorrectly, and we do not take back installed itemsAttached are the installation instructions for this itemWhile we will not take this item back (due to it already being installed) we will be happy to issue a partial refund of $
[redacted] ,The order was placed on 12/11/for Polished Stainless Steel Tail Light Guards and Double Tube Polished Stainless Steel Rear Bumper GuardMr [redacted] has been notified that the items were on back order according to the manufacture and he chose to wait.On 3/1/15, we were notified from the manufacturer that the item was discontinuedWe had no choice but to cancel the order and communicated this with Mr [redacted] I certainly understand his frustration and would be willing to discount the next order and ensure availabilityWe are deeply sorry that this occur, if he prefers we can make a conference call to the manufacture with him on the lineHe can hear for himself what was told to usAs a token of appreciation, I sent a $gift cardWe did process his refund on 3/4/15, in the amount of $If I can be of further assistance, please let me know [redacted] Consumer Relations Mgr.###-###-####
These headlights fit 2000-2006, so they are the correct lightsThe client said he was having issues from the beginning, but didn't contact us regarding the issue until July 29thThat is outside the month warranty period that is supplied by the manufacturerWe can not force the manufacturer to extend a warranty period, and would have been able to assist the client had the issue been brought up to us during the warranty periodWe can sell him a new set at a very discounted price, but the we can't exchange these under the warranty
We sate on the website that this item only fits certain OEM part numbersReplaces Original (OE) Part #: [redacted] , [redacted] , [redacted] , [redacted] , [redacted] I do not know what [redacted] informed him, but as far as we can see from our manufacturer, it's not a discontinued itemWe do not ship out incorrect parts just for the sake of making a sale eitherWe have a day return period for this item, and we're almost a year from his purchase dateThis was delivered to him on 9/23/At this time we are unable to take this part back as a return
We apologize for the issue the client is facingBesides the initial shipping delay (the lights were on back order) I'm unsure what delay in returning the item there wasThe client requested to return the item on the 16th and the return paperwork was issued on the 17thRequesting pictures is standard to trouble shoot the issue when a client says an item is defective
After some time we have a solid resolution to this clients issue Regarding the client's core He will receive an email today with the Bill of Lading, Core RA, and phone number to call the freight carrier Instead of trying to schedule the pickup with the shop who has the motor we will send everything to the client so he can schedule something convenient for him Regarding the motor, Jeronimo at the shop where the clients vehicle is being worked on will receive a call today with instructions on how to proceed now that the heads have been removed from the motor
Complaint: [redacted] I am rejecting this response Company is a scam and is lyingFirst off, the website of theirs where the product was purchased does not have a terms of serviceEven more so, no where in the check out process was I ever required to accept any terms of service Additionally, their website has a specific return/refund policy list, not one hidden in the terms of serviceThe one that is displayed on the website does not list painted as customized and also does not state pictures are ever required car and spoiler are now a hour round trip away from each other I will not waste hours of my time to get pictures that are not required as per the return policy actually displayed and marketed on their websiteCarid.com Regards, [redacted] ***
[redacted] ,According to [redacted] tracking # [redacted] Scheduled Delivery Updated To: Monday, 08/31/2015, By End of Day.I apologize for the delayIf client needs anything let me know[redacted] Consumer Relations Mgr###-###-####
Complaint: [redacted] I am rejecting this response because:First off, you guys are using deceptive advertising hereThe HIDDEN terms of service that you have listed is not something I agreed toAgreeing to your terms of service is not something that takes place in your checkout process nor was it listed anywhereHowever, what I did see, and what I made the purchased based off of is the actual RETURN POLICY that is plainly visible in the footer area of your website Any reasonable human being would read the RETURN POLICY listed on your site in the footer and would not expect to navigate to the Help Center to find some hidden terms of service with a completely different set of return terms...Now, attached I have included a picture of the ADVERTISED RETURN POLICY of which I used to make my purchaseThere it says "EASY RETURNS" "Submit A Request" "Receive Return Authorization" "3Ship It Back" and 4"Receive Refund or Replacement"No where here does it say I have to take pictures or jump through any additional hoops to get my refundAdditionally, on the same RETURN POLICY page in the lower area FAQ area it states "WHAT CAN I RETURN?If you are not 100% satisfied with your purchase, we will be happy to accept a return for a refund or exchange on products in new/unused condition within days of delivery.Items must be in new condition and in the original packaging (please do not assemble, install, or modify the product in any way).The few exceptions for items that cannot be returned include:Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom engraved or embroidered)Wheels and Tires more details on - https://www.carid.com/help-center/product-return.html"Nowhere in that section does it state that I need to take pictures or anythingFurthermore, it specifically states that the only exceptions are for "Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom engraved or embroidered)Wheels and Tires more details on - https://www.carid.com/help-center/product-return.html"My item is 1) Not marked Non-Returnable, 2) Is not a personalized item because it is NOT engraved or embroidered and 3) It is not a wheel or tireAs such, according to the official RETURN POLICY page plainly visible to any reasonable customer, I am due a complete refund and do not have to do anything elseI already called you guys and told you the problem and at this point you need to send me the return label to send YOUR unfitting product back Also, it's not easy to send a picture, which isn't required to get my refund, because the part is no longer at the same location as the carThe car is at the body shop, I was there the other day and we tried the product and it didn't fitSo knowing that I had a simple return policy I brought the product back home so I could ship it back once you send me the return labelSo, currently the car and product are a hour round trip away from each other so getting a picture for you is not feasibleAs such, since the RETURN POLICY DOES NOT REQUIRE THAT I SEND PICTURES, I WILL NOT WASTE HOURS OF MY TIME AND I WILL NOT WASTE $ON [redacted] TO GO GET YOU PICTURESNow, please send me the return shipping label so I can send you your product back and send me my refund and stop wasting my timeAlso, you should stop your deceptive practices and if you want your TOS to be valid you should 1) put it in a more plainly visible area for customers to read, 2) make it a required and linked section during the checkout process and 3) If you want to not allow painted products to be returned or refunded you should definitely add that to your RETURN POLICY page...It is not my fault you guys are negligent and don't have the additional exemption for painted products in YOUR RETURN POLICY - It's your fault! I used that RETURN POLICY to make my purchase decision and thats what you have to abide by.For convenience I have added 1) a screen shot of the footer area of your website to show you there are no terms of service displayed and 2) I have added screenshots of the content listed on the ACTUAL RETURN POLICY page Regards, [redacted] ***
[redacted] ,For PO# [redacted] , he order Passenger Side NSF Certified Replacement Headlight (Chrome clear lens)This is also available on line in his order profile as well as the tracking detailsThe [redacted] tracking number [redacted] reflects as of today, adverse weather delaysI apologize that [redacted] has experience delays due to weather conditionNo ship date is available, however he can always go online to review any updated information from ***If there is anything else I can do, please let me know [redacted] Consumer Relations Manager###-###-####
The client called in to cancel after realizing the shipping was too high he was explained that cost is calculated according to size and weight of the packages Did he not receive a total of charges prior to placing the orderHe must confirm and agree before proceeding to placing the orderOur returns policy is on our website for all to view see link attachedHe could have viewed the policy and procedure in our returns area or call us to inquire prior to placing the orderHis refund is denied at this timehttp://www.carid.com/help-center/product-return.html
I am rejecting this response because: as I stated originally to the company and the Revdex.com, inside the shop area I could not tell that the wheels were purpleAlso, I did not stand in the shop area during the entire installThe tech came and got me when the install was complete and at that point, my vehicle was sitting outside in the sun where I could CLEARLY see the colorsI immediately called and no one answered I was also not about to pay an additional $plus dollars to have the purple wheels removed, the original wheels reinstalled and my TPMS reset againAs per conversation with George from CarID, I called immediately before I even drove off of the lotAnd my question is why didn't the company ensure they were shipping the right item? If I had ordered the wrong thing that would be solely on me but I ordered what I wanted, and confirmed what I wanted separate timesI can only be held responsible for CarID ' screw up if I was the person who painted the wheels which I was notAnd FYI, the instructions are specific to fitment and they fit fine; they're simply not what I orderedSo what now??? I don't have the time or patience to keep going back and forth about shotty quality and questionable productsDo I need to obtain legal representation at this point because I have recorded phone calls and photos as wellPlease adviseThank you
The missing hardware and brackets shipped with FedEx tracking [redacted] and it was delivered on Friday, March 17thWe apologize for any delay this has caused
Complaint: [redacted] I am rejecting this response because: The business is not being truthful in regards to the information that they are providingThe business has been sent several pictures in multiple different settings to display the kit is not indeed compatible to my vehicleAlso, this is not the first, but the second kit that was received that was not compatible to me vehicleI have requested replacement parts to this kit in order to make the kit compatible to my vehicle and the business has been unresponsiveI have sent several emails and correspondence regarding to matter to no availI am requesting a full refund for a kit that cannot even be used on my vehicleFinally, there was no notification or message in the installation kit that instructed me to dry fit prior to usingThe kit stated it was compatible to my vehicle, so it is the businesses burden to prove otherwise Regards, [redacted] ***
The client advised us they got the wrong part numberWe asked what part number the client received, and she was unable to tell usWe requested the email address used to send the pictures, but that didn't come up eitherWe have no problem processing a return, but if we are going to tell the manufacturer that they shipped the wrong item, and therefore they need to pay for the shipping, then in the very least, we need to be able to tell them what incorrect part number they shippedWe do state in our return policy that pictures may be requestedPlease see below...DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTSWe all know that accidents happen sometimesIf your product(s) arrive defective, damaged, or simply incorrect, please contact our customer service depart as soon as possiblePlease do not attempt to use or install the part! We will send you a replacement part and provide you with a prepaid return label to return the defective partProduct(s) must be returned to us within daysIf the damage was caused by a shipping courier, we will schedule a damage pick up by the courierPhotos of the damage, defect, or fitment issue may be requested in order to correctly process your requestWe have requested the return paperwork, and will email it to the client as soon as it is available to usOnce the item is returned back to the warehouse, we will issue a full refund
In effort to right this for the client we have issued him a $gift certificate to use on his next purchase The lights he is interested in are available on our website for pre-orderIf he proceeds to purchase he will reserve a set for when they come back into stock
Complaint: [redacted] I am rejecting this response because: I was supposedto have my return label by 3-11-They are taking their sweet time about refunding my money and getting the incorrect product backIve been dealing with this company for a month now with out my issues being resolved Regards, [redacted]
The client was given a discount at the time of ordering, which ties our hands a bit for a refundWe can issue a $gift certificate and, unfortunately, only a $partial refundWe are also unable to issue the $gift certificate in the form of a refund as well
We apologize for the issue the client is facingThe issue with the front set of vent visors is the installationThey are installed in the wrong place, as evidenced in the video he sent usThe front set needs to go in between the rubber and the outside edge of the channelThis is why he is having a noise issue, and the reason the window will not go up all the wayPutco offered to contact the client to assist with the installationThe visors are not defective, nor are they incorrect for the client's vehicleThey are installed incorrectly, and we do not take back installed itemsAttached are the installation instructions for this itemWhile we will not take this item back (due to it already being installed) we will be happy to issue a partial refund of $
[redacted] ,The order was placed on 12/11/for Polished Stainless Steel Tail Light Guards and Double Tube Polished Stainless Steel Rear Bumper GuardMr [redacted] has been notified that the items were on back order according to the manufacture and he chose to wait.On 3/1/15, we were notified from the manufacturer that the item was discontinuedWe had no choice but to cancel the order and communicated this with Mr [redacted] I certainly understand his frustration and would be willing to discount the next order and ensure availabilityWe are deeply sorry that this occur, if he prefers we can make a conference call to the manufacture with him on the lineHe can hear for himself what was told to usAs a token of appreciation, I sent a $gift cardWe did process his refund on 3/4/15, in the amount of $If I can be of further assistance, please let me know [redacted] Consumer Relations Mgr.###-###-####
These headlights fit 2000-2006, so they are the correct lightsThe client said he was having issues from the beginning, but didn't contact us regarding the issue until July 29thThat is outside the month warranty period that is supplied by the manufacturerWe can not force the manufacturer to extend a warranty period, and would have been able to assist the client had the issue been brought up to us during the warranty periodWe can sell him a new set at a very discounted price, but the we can't exchange these under the warranty
We have waved the denial of return and are processing a refund minus the original and return shipping charges as originally agreed upon
We sate on the website that this item only fits certain OEM part numbersReplaces Original (OE) Part #: [redacted] , [redacted] , [redacted] , [redacted] , [redacted] I do not know what [redacted] informed him, but as far as we can see from our manufacturer, it's not a discontinued itemWe do not ship out incorrect parts just for the sake of making a sale eitherWe have a day return period for this item, and we're almost a year from his purchase dateThis was delivered to him on 9/23/At this time we are unable to take this part back as a return
We apologize for the issue the client is facingBesides the initial shipping delay (the lights were on back order) I'm unsure what delay in returning the item there wasThe client requested to return the item on the 16th and the return paperwork was issued on the 17thRequesting pictures is standard to trouble shoot the issue when a client says an item is defective
After some time we have a solid resolution to this clients issue Regarding the client's core He will receive an email today with the Bill of Lading, Core RA, and phone number to call the freight carrier Instead of trying to schedule the pickup with the shop who has the motor we will send everything to the client so he can schedule something convenient for him Regarding the motor, Jeronimo at the shop where the clients vehicle is being worked on will receive a call today with instructions on how to proceed now that the heads have been removed from the motor
Complaint: [redacted] I am rejecting this response Company is a scam and is lyingFirst off, the website of theirs where the product was purchased does not have a terms of serviceEven more so, no where in the check out process was I ever required to accept any terms of service Additionally, their website has a specific return/refund policy list, not one hidden in the terms of serviceThe one that is displayed on the website does not list painted as customized and also does not state pictures are ever required car and spoiler are now a hour round trip away from each other I will not waste hours of my time to get pictures that are not required as per the return policy actually displayed and marketed on their websiteCarid.com Regards, [redacted] ***
This client's case was reviewed and we apologize for the inaccuracy of the refundThe remaining $will be refunded within the next hours
[redacted] ,According to [redacted] tracking # [redacted] Scheduled Delivery Updated To: Monday, 08/31/2015, By End of Day.I apologize for the delayIf client needs anything let me know[redacted] Consumer Relations Mgr###-###-####
Complaint: [redacted] I am rejecting this response because:First off, you guys are using deceptive advertising hereThe HIDDEN terms of service that you have listed is not something I agreed toAgreeing to your terms of service is not something that takes place in your checkout process nor was it listed anywhereHowever, what I did see, and what I made the purchased based off of is the actual RETURN POLICY that is plainly visible in the footer area of your website Any reasonable human being would read the RETURN POLICY listed on your site in the footer and would not expect to navigate to the Help Center to find some hidden terms of service with a completely different set of return terms...Now, attached I have included a picture of the ADVERTISED RETURN POLICY of which I used to make my purchaseThere it says "EASY RETURNS" "Submit A Request" "Receive Return Authorization" "3Ship It Back" and 4"Receive Refund or Replacement"No where here does it say I have to take pictures or jump through any additional hoops to get my refundAdditionally, on the same RETURN POLICY page in the lower area FAQ area it states "WHAT CAN I RETURN?If you are not 100% satisfied with your purchase, we will be happy to accept a return for a refund or exchange on products in new/unused condition within days of delivery.Items must be in new condition and in the original packaging (please do not assemble, install, or modify the product in any way).The few exceptions for items that cannot be returned include:Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom engraved or embroidered)Wheels and Tires more details on - https://www.carid.com/help-center/product-return.html"Nowhere in that section does it state that I need to take pictures or anythingFurthermore, it specifically states that the only exceptions are for "Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom engraved or embroidered)Wheels and Tires more details on - https://www.carid.com/help-center/product-return.html"My item is 1) Not marked Non-Returnable, 2) Is not a personalized item because it is NOT engraved or embroidered and 3) It is not a wheel or tireAs such, according to the official RETURN POLICY page plainly visible to any reasonable customer, I am due a complete refund and do not have to do anything elseI already called you guys and told you the problem and at this point you need to send me the return label to send YOUR unfitting product back Also, it's not easy to send a picture, which isn't required to get my refund, because the part is no longer at the same location as the carThe car is at the body shop, I was there the other day and we tried the product and it didn't fitSo knowing that I had a simple return policy I brought the product back home so I could ship it back once you send me the return labelSo, currently the car and product are a hour round trip away from each other so getting a picture for you is not feasibleAs such, since the RETURN POLICY DOES NOT REQUIRE THAT I SEND PICTURES, I WILL NOT WASTE HOURS OF MY TIME AND I WILL NOT WASTE $ON [redacted] TO GO GET YOU PICTURESNow, please send me the return shipping label so I can send you your product back and send me my refund and stop wasting my timeAlso, you should stop your deceptive practices and if you want your TOS to be valid you should 1) put it in a more plainly visible area for customers to read, 2) make it a required and linked section during the checkout process and 3) If you want to not allow painted products to be returned or refunded you should definitely add that to your RETURN POLICY page...It is not my fault you guys are negligent and don't have the additional exemption for painted products in YOUR RETURN POLICY - It's your fault! I used that RETURN POLICY to make my purchase decision and thats what you have to abide by.For convenience I have added 1) a screen shot of the footer area of your website to show you there are no terms of service displayed and 2) I have added screenshots of the content listed on the ACTUAL RETURN POLICY page Regards, [redacted] ***
[redacted] ,For PO# [redacted] , he order Passenger Side NSF Certified Replacement Headlight (Chrome clear lens)This is also available on line in his order profile as well as the tracking detailsThe [redacted] tracking number [redacted] reflects as of today, adverse weather delaysI apologize that [redacted] has experience delays due to weather conditionNo ship date is available, however he can always go online to review any updated information from ***If there is anything else I can do, please let me know [redacted] Consumer Relations Manager###-###-####
The client called in to cancel after realizing the shipping was too high he was explained that cost is calculated according to size and weight of the packages Did he not receive a total of charges prior to placing the orderHe must confirm and agree before proceeding to placing the orderOur returns policy is on our website for all to view see link attachedHe could have viewed the policy and procedure in our returns area or call us to inquire prior to placing the orderHis refund is denied at this timehttp://www.carid.com/help-center/product-return.html
I am rejecting this response because: as I stated originally to the company and the Revdex.com, inside the shop area I could not tell that the wheels were purpleAlso, I did not stand in the shop area during the entire installThe tech came and got me when the install was complete and at that point, my vehicle was sitting outside in the sun where I could CLEARLY see the colorsI immediately called and no one answered I was also not about to pay an additional $plus dollars to have the purple wheels removed, the original wheels reinstalled and my TPMS reset againAs per conversation with George from CarID, I called immediately before I even drove off of the lotAnd my question is why didn't the company ensure they were shipping the right item? If I had ordered the wrong thing that would be solely on me but I ordered what I wanted, and confirmed what I wanted separate timesI can only be held responsible for CarID ' screw up if I was the person who painted the wheels which I was notAnd FYI, the instructions are specific to fitment and they fit fine; they're simply not what I orderedSo what now??? I don't have the time or patience to keep going back and forth about shotty quality and questionable productsDo I need to obtain legal representation at this point because I have recorded phone calls and photos as wellPlease adviseThank you
The missing hardware and brackets shipped with FedEx tracking [redacted] and it was delivered on Friday, March 17thWe apologize for any delay this has caused
Complaint: [redacted] I am rejecting this response because: The business is not being truthful in regards to the information that they are providingThe business has been sent several pictures in multiple different settings to display the kit is not indeed compatible to my vehicleAlso, this is not the first, but the second kit that was received that was not compatible to me vehicleI have requested replacement parts to this kit in order to make the kit compatible to my vehicle and the business has been unresponsiveI have sent several emails and correspondence regarding to matter to no availI am requesting a full refund for a kit that cannot even be used on my vehicleFinally, there was no notification or message in the installation kit that instructed me to dry fit prior to usingThe kit stated it was compatible to my vehicle, so it is the businesses burden to prove otherwise Regards, [redacted] ***
The client advised us they got the wrong part numberWe asked what part number the client received, and she was unable to tell usWe requested the email address used to send the pictures, but that didn't come up eitherWe have no problem processing a return, but if we are going to tell the manufacturer that they shipped the wrong item, and therefore they need to pay for the shipping, then in the very least, we need to be able to tell them what incorrect part number they shippedWe do state in our return policy that pictures may be requestedPlease see below...DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTSWe all know that accidents happen sometimesIf your product(s) arrive defective, damaged, or simply incorrect, please contact our customer service depart as soon as possiblePlease do not attempt to use or install the part! We will send you a replacement part and provide you with a prepaid return label to return the defective partProduct(s) must be returned to us within daysIf the damage was caused by a shipping courier, we will schedule a damage pick up by the courierPhotos of the damage, defect, or fitment issue may be requested in order to correctly process your requestWe have requested the return paperwork, and will email it to the client as soon as it is available to usOnce the item is returned back to the warehouse, we will issue a full refund
In effort to right this for the client we have issued him a $gift certificate to use on his next purchase The lights he is interested in are available on our website for pre-orderIf he proceeds to purchase he will reserve a set for when they come back into stock
Complaint: [redacted] I am rejecting this response because: I was supposedto have my return label by 3-11-They are taking their sweet time about refunding my money and getting the incorrect product backIve been dealing with this company for a month now with out my issues being resolved Regards, [redacted]