Exoto, Inc.

Exoto’s business practices are well known in the scale model community to be ABSOLUTELY DISGRACEFUL! I paid a $1247.50 deposit for the 1:14 scale 427 Cobra OVER 2 YEARS AGO (!) and have heard NOTHING REGARDING POSSIBLE PRODUCTION DATES :-(((. Is it even legal to jerk loyal customers around like this? Has anyone sought legal advice?

Best place ever to have your auto repaired or whatever service your vehicle is needing. Everyone at this business is very knowledgeable. Prices are very fair! Employees are very friendly and polite.
The service and professionalism is better than a car dealership as are the prices!
It is the only place to have your car/tuck serviced.

Review: To whom it may concern,I have send the email below, which is self-explaining, to exoto Inc. on Sept. 5th. As the selling price and mailing costs have already have been deduced from my Visa-Account,I would like to get some response on delivery.This was the mail:Hallo, on August 28th I have ordered (ORDW026397)the Alfa 159M, which was stated to be in stock. The Paypal Payment has been accepted and confirmed, but I haven't heard anything since. While trying to get info on delivery I couldn't access my account, neither change my passwort like suggested as the webside rejects any changes and even your email form does not work. Could you pls. give me some shipping info.Best regards, [redacted] Desired Settlement: I would like to have information on shipping date and approx. arrival.

Business

Response:

There are no pending issues with this customer, or his order. Customer ordered 1

item from our website on August 28, 2014 -- a Thursday evening... The item was

shipped to him on September 10, 2014, having UPS tracking number

1Z143[redacted]0222... Online tracking shows that the item was well received at his end on

September 17, 2014, and signed for by Thierfchfelder. Customer was very pleased

with the item purchased. Thank you...

Review: [redacted]Order a product from Exoto, and it was delivered without figures as part of a gift set. Owner said he would replace it that week. However the customer service person Shane wanted to do a UPS claim. UPS picked up the product including all packaging. A week later I called the owner who said Shane had acted wrong and he would send the car the following Monday. 3 weeks no product. I called again and Shane said Tony (Owner) was away for the next week. And I was not going to get any product until they finished a claim. This is all counter to what the owner promised on two occasions. I cannot believe how poorly this company treats customers. I have purchased through them and their resellers over 15 products, yet they treat me like a joke. Since these problems I have gone online to forums to review their history and this is a very common problem.Desired Settlement: I want what I ordered immediately and in new condition. Order details:ORDW0260845/28/2014INV014**11$459.25NoShipped FIG00003Exoto Alberto A. / 1:18 GPC98100Exoto Type 500 F2 - #32 / [redacted] GPC98100F2TDiorama 2 / [redacted]

Business

Response:

A UPS INSURANCE CLAIM was placed on this item, and paid by UPS. We have since contacted our customer, and took care of replacing the item. All is good.

Review: On 12/29/09 I ordered and paid for 1:18 scale model figures that showed in stock (Order ORDW010068). On 3/4/10 I call to check on the status of my order. I was told the figures were no longer available and they would refund the amount paid; $53.95. I have called monthly with no resolution. I recently requested a refund on Facebook hoping to elicit a response. It did. I was told Tony K. had authorized a payment to be made to my PayPal account. I have not received a refund. I am seeking resolution from your organization based solely on the principle of the matter. Thank you.Desired Settlement: $53.95 sent to my PayPal account or a check sent to my residence

Business

Response:

Since this issue is very old, we could not go back to his credit card and credit (credit card details no longer on file with us + expired cred it card). We will be mailing Mr. Mike O'Krongly as full refund check of $53.95 to his W**1 N2**4 Li[redacted]d Court address before the end of this week.

Business

Response:

We have already mailed a FULL REFUND CHECK to Mr. [redacted] ... Check No. 10017 for $53.95 drawn on CHASE BANK ... Thank you.

Review: On 8/22/14 I ordered a '95 Hummer model with the finish line plus(flp) finish for a total of $411.32 order #ORD[redacted]7, when it was received there were fingerprints in the flp paint a large scratch on the side and a paint chip on the air intake. I contacted [redacted] at exoto and sent pictures to his e-mail, he said he would need his bosses approval before he could issue a return. After a week with no response I called Shane again he said he would send UPS to pick it up, when they arrived it was returned with a damage call tag, Shane had tried fraudulently to claim shipping damage for the flaws in the paint. It was replaced with order #ORD0101585 on 9/9/14 again with fingerprints in the flp paint, again Shane fraudulently filed a shipping damage claim with UPS for the return. I was told a new model will be sent to their artist and will be in my hands in 2-3 weeks after 5 weeks I was told the artist forgot about it and it and it was on its way as soon as he inspected it. Needless to say it has fingerprints in the flp paint again. This time when I sent Shane pictures asking for a refund he denies any flaws in the paint and that my latest request is completely unacceptable. Copies of all e-mails are available as well as all pictures. At this point I will not accept anything less than a full refund which they claim they need a 20% restocking fee which after the run around I have received I am unwilling to pay.Desired Settlement: Full refund of $411.32 to the card it was purchased on.

Review: I've bought two model cars and I'm still waiting for my order to be shipped. Please let me know what's going on. I have an address in Brazil and one in USA from The Shopping Express Service (www.theshoppingexpress.com). You guys can send me in one of theses two addresses. I've already sent some e-mail messages and you guys didn't answer me. Waiting for a positive answer, thank you.Desired Settlement: I would like that my order be shipped. If it is not possible I would like to ask for a refund on my visa credit card.

Business

Response:

We went back and forth with the customer, and mutually agreed to re-ship the items he never received. A delivery address in Florida was provided. We have re-shipped the items today by UPS under tracking number 1Z1430XW[redacted]6 ... A UPS Quantum Notice, containing this tracking number was also emailed to the customer. Case closed.

Thank you Revdex.com for your assistance.

Regards,

[redacted] / Exoto Inc.

Review: I placed a $450 pre-order deposit with Exoto on May 18, 2013. The deposit was for a model car (1/14 scale, 1965 Shelby Cobra 427 - item number RLG14010, order number ORDW23108). Per Exoto's website, "Pre-ordering will usually become available on an item that is expected to ship in approximately 8-16 weeks." My pre-order deposit was placed more than 130 weeks ago. Exoto has failed to deliver the model car and refuses to refund my deposit. Exoto states they will only give me "store credit." However, per Exoto's website, "Store credit only will be given on returns." I have nothing to return, so this policy should not apply.Desired Settlement: I do not wish to use my $450 deposit to purchase any other items from Exoto. The only acceptable resolution if for Exoto to refund my $450 in its entirety.

Business

Response:

We unfortunately do not have a CASH BACK or MONEY BACK POLICY. This is mentioned in our SALES CONDITION on the website where the item was ordered. We did offer the customer to use his deposit towards another item from our website.

Review: In 2005 I preordered a model car from Exoto. I was contacted by the company in october 2007 and asked for payment because the model would be in production early in 2008. I supplied my visa billing information and the model ($698.95) was billed to my card on October, 31 2007. I contacted Exoto several times over the years about a delivery date and received several different excuses. Towards the end of 2013 I decided I had been patient enough and contacted Exoto about a refund. Since then I have talked with the customer service person, Shane Meyer, on at least four occasions. On another call Shane was out sick and I spoke with the accounting person who was filling in for Shane. On that call I was told that I was owed a refund and it would be coming in the next two weeks. After not receiving an email or any refund after three weeks I called back. I was told again that I would receive a refund in the next two weeks. Still nothing and that was six weeks ago. Since that last call I have not received any more email promotions that were at least a weekly occurance. I hope you can help me get the promised refund.Thank You,[redacted]Desired Settlement: Exoto already has my current visa billing information and email address where a paypal refund could be sent. Either of those methods would be fine. I will not accept the refund in the form of a check unless it is a cashier's check. I would not want to accept a company check and have to pay the fees if it bounced after being deposited.

Consumer

Response:

Review: 9987397

I am rejecting this response because:

Why was I not told this in any of the five or six phone conversations I had with them? I was told repeatedly by the company that I would receive a refund. I even asked for equivalent merchandise and was told they could not do that.

Regards,

Review: On 10/7/13 I bought a diecast model car for $98.95 plus $18 shipping. It arrived with flaws in the roof paint. Shane the customer service person said I could return it for exchange. I air mailed it back over the weekend and Exoto got it 12:30pm monday 21st. It sat thru Friday when Shane had told me it would be shipped. It did not get shipped. It sat the week because they were having a sale as Shane told me. Really? Customer service comes last and shane apparently became the sales manager. Monday the 28th a week after they got my return I called and I told Shane if it hadn't been shipped Friday 25th. and they did not ship today I would file a complaint. Their customer service is on life support. Also they charged ME to return THEIR mistake. I have $133.00 into it total with shipping both ways. I give them a f- for customer support. I can't stand dealing with people who's word means nothing and doesn't do their job.Desired Settlement: Ship a model replacement without flaws.

Business

Response:

Replacement model was shipped to our customer by UPS... Tracking number was 1Z1[redacted]300... UPS records show a delivery on November 7, 2013... We did not hear back from the customer which means he was satisfied with the replacement we shipped to him... Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9781824, and find that this resolution is satisfactory to me.

I feel my complaint to you got them to do what they should have done in the first place. Very high end car models but poor customer