I ordered a simple gift card from Weathertech on Dec. 15, to be a Christmas gift. Today, Dec. 20, after an over 30 minute phone wait, I learned that it won't be delivered till Dec. 28-31, unless I want "expedited shipping" at extra expense of course. For a Gift card??? I find this completely unacceptable.
Why can't they mail it to me via [redacted]?
I do apologize for the inconvenience my CSR's have put you through and yes this matter should have been dealt with the first time around....
Our tan color is a basic tan - not light - not dark - just a medium tan. I understand your dissatisfaction with the product and I have sent you via email a return label for [redacted]. If this is not convenient for you we can set up a Call Tag with [redacted] and you can leave the package outside your door and they will pick up. As soon as the merchandise is returned to us we will issue a full credit for your merchandise and shipping.Again I do apologize for the inconvenience.
Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your interest in [redacted] Automotive.
I apologize that there was some confusion with the change of address and delivery times on the order for the replacement buckle. The information has been forwarded to the credit...
department and they will simply issue the refund for the original order in the amount of $30.90.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Initial Business Response /* (1000, 5, 2014/04/11) */
We have been in contact with the customer regarding his issue.
The customer has stated that he returned the All-Weather Mats purchased from us along with the factory carpet mats from his daughter's vehicle and a letter. The customer...
did not alert us that he would be returning the product and we did not, nor would we ever, request that a customer send their vehicle's carpet mats to us.
When the package was logged in at our dock, the warehouse staff only found the All-Weather Mats purchased from us - no carpet mats and no letter. Based on information taken from the return shipping label and the part number contained in the package, the warehouse personnel determined that the merchandise was returned by the customer. With no other information available, standard protocol was followed and a merchandise refund was issued to the customer's credit card pursuant to our standard return policy.
When the customer emailed on April 2 to ask about the status of his return and the whereabouts of his carpet mats, I explained that we did receive the All-Weather Mats but there were no carpet mats in the shipment. When parts are returned to us that we do not manufacture or sell, the product description is noted on the returns log and the item is placed in a quarantine area. Additionally, any correspondence contained within a return package is documented in the log and forwarded to the customer service department for review. I pointed out that there was no record of a letter or any additional parts being returned and there were no mats in quarantine. I continued to explain that the merchandise refund had posted the previous day (April 1) and I would provide an added refund for the initial $15.00 shipping fee due to his comments regarding his dissatisfaction with the All-Weather Mats.
The customer replied asking if we were certain we did not receive the factory carpet mats and pointed out that replacing them would cost $63.00. He also stated the return shipping cost him $24. The quarantine area and returns logs were inspected again, but no evidence was found of carpet mats or the letter he says were in the shipment. Contrary to the customer's claim that we refused to reimburse him for the $24.00 return shipping fee, I readily agreed to compensate him for that charge and submitted the refund request to the credit department the same day of our correspondence (April 2).
Furthermore, in the same email in which the customer was told that he would be receiving the additional $24.00 shipping credit, I stated that I understood that he says he returned the carpet mats to us. Unfortunately, we did not receive that product. The only merchandise we received in the box was the All-Weather Mat set that he had purchased from us. Simply put, we cannot return carpet mats to him that we never received. With that in mind, I suggested that he contact the shipper he employed to send the package in order to file a claim with that company for loss/damage in transit.
Our return policy states that refunds on returned merchandise are only for the cost of the merchandise and the shipping costs are at the customer's expense. We have made exceptions to our policy and three refunds were posted prior to the customer Revdex.com complaint: the $54.95 product cost, the initial shipping fee of $15.00, and the $24.00 return shipping cost.
We are reasonable people. However, we cannot comply with the customer's request to pay him an additional $79.00 to replace the missing carpet mats that he claims to have returned on his own accord that we have neither received nor requested from him. Our suggestion stands that he contact the shipper he used to return the mats to make a claim for the cost of the missing items so that he can recover the cost of his lost carpet mats.
Please let us know if you have further questions.
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any response from their Customer Service that they would refund the $24 shipping that I incurred for sending their mats (AND MY DAUGHTER'S MATS...AND THE LETTER) back. I stand by the claim that I sent my daughter's mats...they were in the same box. I stand by the claim letter was in the box...how would they have known whom to refund, which they did the day prior to my email.
Face it. They [redacted]-canned my daughter's mats and then lied about. That's a fact.
What a sham/e to tout your company as exemplary when your employees have no integrity.
If I don't receive my daughter's mats back...or the monies to replace them, consider the matter unresolved.
Thanks,
[redacted]
Final Business Response /* (4000, 12, 2014/05/02) */
We understand that the customer is claiming that he returned his daughter's carpet floor mats to us with the All-Weather Mats he had purchased from us. Since we did not receive any carpet mats in his return shipment, our assumption is that the carpet mats and letter were lost in transit by the shipper. Our recommendation has been, and still is, that the customer contact the shipper used to send the package so that he can make a claim with them for the missing items in order to recover the funds he is requesting from [redacted] Automotive.
We have been more than reasonable in providing a refund for the merchandise purchased from us as well as the shipping fees both to and from the customer. Unfortunately, we are not able to return the carpet mats or provide compensation for the missing goods for the simple reasons that we neither requested that he send this product to us nor did we receive the item.
Best regards,
[redacted]
[redacted] Automotive
Final Consumer Response /* (4200, 14, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution. The shipper did not lose the OEM mats...or the letter. The mats (theirs and mine) were returned in the same box...along with the letter. If they didn't get the letter, how'd they know who to refund the day before my first email to them?
Face it, Revdex.com (and WeatherTech), WeatherTech is lying. Period. There's no way they say they didn't get the letter??? Their credibility is, at least, questionable. If they're lying about the letter, they're lying about my daughter's mats.
I could never imagine having employees with no integrity!
Initial Business Response /* (1000, 5, 2015/10/09) */
Thank you for your interest in MacNeil Automotive.
I spoke with the customer by phone this morning and discussed the service and product issues he had encountered. Per our conversation, we are sending him a new second row FloorLiner...
to try in the vehicle and he will let me know if he has any further questions or concerns.
Please feel free to contact me with any additional inquiries.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Initial Business Response /* (1000, 5, 2015/02/24) */
Thank you for your interest in [redacted] Automotive.
I am sorry to hear that the customer is not satisfied with their purchase.
Unfortunately, we do not have plans to change the design of the 2014 Camry FloorLiners. We put quite a...
bit of research into the design of the product. The part does have holes to accommodate the Toyota factory installed retention devices. Additionally, we cut down the height of the side lip around the gas cap and trunk release levers to make access to these features a little easier and user friendly. However, the edges around the retention holes are built up and the base along the edge of the release levers is raised from the bottom level of the floor mat to help keep spills and debris within the liner.
The FloorLiners are designed to hold a reasonable amount of liquid. As a matter of basic maintenance, fluids do need to be drained from the mat periodically so that spills do not overflow the reservoir. During periods of inclement weather, the frequency of cleaning should be increased as slush and snow melt will build up quickly.
That being said, I understand that the customer was not satisfied with the performance of the WeatherTech product that was purchased through an outside vendor. For the simple reason that we do not have records of third party sales, we refer customers back to the point of purchase when there are problems. The reseller can then either process a warranty claim or refund depending on the stipulations of their stated return policy.
This point appears to be where the customer complaint originates. After researching the issue, we were able to determine that the local reseller did indeed refuse to refund the customer for the mats as the sale was outside of their 30 day return period. The one fact not mentioned by the customer in the complaint is that the date of the original purchase occurred 14 months ago. With this in mind, it is understandable why the vendor would be unwilling to process a refund for the purchase.
As the manufacturer, we will often handle warranty claims directly from customers who placed their orders through another vendor. As discussed by phone with the customer, we are willing to honor our warranty and replace the product in question. However, we are unable to process a refund for a purchase that was not made through our company.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not matter whether the mats are 31 days, 45 days, 60 days, or 2 years past the date of purchase. The warranty is for 3 years and during that three years the product has to work as advertised. The product has not. So the amount of time since purchase is not an issue.
It isn't an issue of the amount of liquid as Mr [redacted] suggests.
The fact that the dealer won't assist in the return is unfortunate, but does not alleviate the companies responsibility to ensure the product works as advertised. Replacing a product with an identically deficient product is not an answer and as Mr [redacted] states, there is no plan to change the design.
Therefore, the only remedy for a product not working as advertised is to refund the amount paid. I offered to accept the amount the dealer paid [redacted] for the product, which is the exact amount [redacted] would have to pay the dealer if the dealer were to assist in the return. They rejected that, which speaks volumes of their true intent and credibility.
Final Business Response /* (4000, 9, 2015/03/06) */
Under the terms of our warranty, our responsibility as the manufacturer is to replace product that is determined to be defective. Unfortunately, we do not offer refunds as part of our warranty policy.
The front FloorLiner set in question for the 2014 Camry is one of our best selling parts. The design has been extensively tested in the vehicle since the 2012 Camry was introduced in 2011. With routine cleaning and maintenance on the part of the customer, spills and debris will stay in the mat without spilling over. We do not find the design to defective in any way, yet we are willing to help the customer with a replacement part.
If a customer is not satisfied with the performance of a product we manufacture and wants a refund, the customer has the responsibility to contact the vendor that sold the product within the time frame specified by the reseller in order to make that request. Unfortunately, the reseller in question has a 30 day return policy and the customer did not attempt to resolve the issue for fourteen months.
As we did not take money from the customer and our warranty policy does not include an option for refunds, we are unable to comply with the customer request for a refund. The best offer I can make is to replace the product and possibly suggest that the customer make another good faith attempt to ask the reseller for a refund as this appears to be where the actual dispute originated.
Please let me know if you have further questions.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Final Consumer Response /* (4200, 11, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product does not work as advertised. Period.
The fact that it is their best selling product is completely irrelevant.
The fact that it has been extensively tested in both unsubstantiated and also completely irrelevant.
Their claim that they find nothing wrong with the product shows their true intent. I can prove that the product leaks. Anyone who bothered to look can see that the edges I referred to in my complaint are cut lower than is necessary. This fact is indisputable. Yet they find no problem with the design.
They claim in their advertising that these mats are "perfectly formed", which they are clearly not.
They advertise that I should purchase this product to maintain the value of my vehicle by keeping the carpeting clean. It does not.
I find their response to be disingenuous. Let's just say I find this company to be disreputable and it appears they have no interest in standing behind their market claims on this product.
You can close this case as unresolved and unsatisfactory.
I Ordered my Weather-tech parts with a bonus that I received from the US Government. I ordered side window deflectors and laser cut floor mats for my 2016 Ford Fusion. the parts I received were damaged and missing pieces. I then reached out to customer service who provided me with details on a replacement set of window guards ( the items arrived undamaged however STILL missing pieces) and I had them installed. I am STILL trying to receive the return label that was supposed to be sent to me so that I may send the damaged product back. I DO NOT wish to be penalized for not returning and wish that if a company says they will send a return label via email or mail that it will actually happen. I have spoken to TWO different representatives since the return incident and STILL have not received my return packing label or information on where to return the items. The overall quality of the floors mats are nice, however the window guards keep popping when the window is raised / lowered, and the back window guards fall out a lot (basically no point in having these). For the quality of the product and the price charged I will not be ordering from your company in the future. My order number is **SSN**. Part number [redacted] Number of parts to be returned: 4.
WeatherTech is incompetent and negligent with processing orders using gift cards. I placed my order on January 25th using a gift card for $125 that my sister gave me for christmas and it still has not shipped as of February 17th. I have spoken twice with a customer service associate, both of whom explained to me that gift cards slow down an order because of their inept system of validating the cards. This is inexcusable. We are talking about money received in advance from consumers, which you are not making available in real time. How shameful!
Initial Business Response /* (1000, 5, 2015/03/02) */
Thank you for your interest in [redacted] Automotive.
Looking at the system, the deflector set in question was temporarily on backorder. An email regarding the delay should have arrived shortly after the order confirmation notice when...
the purchase was originally submitted and I apologize if that was not received.
We actually received a new shipment of product on February 19. However, when we tried to release the order for shipping we found that we were unable to obtain an authorization to process the charge on the remaining portion of the order. A message was emailed to the customer regarding the issue on February 24, but we have not received a reply.
If the customer can contact their credit card company to determine why the authorization request was declined, we can try processing the charge again to release the product for shipment.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any email stating that the product was on backorder. Not only did I not receive that email, I have emailed your company 3 times, and filed a complaint with Revdex.com before I got any response whatsoever from anyone at Weathertech. That is unacceptable customer service, and I notice you have not even addressed the issue of you guys not communicating with me, as your customer.
Final Business Response /* (4000, 9, 2015/03/06) */
Looking in our system, I was able to locate two emails from the customer: one dated February 18 and the other dated February 20. Both emails received replies on February 24. We are a little behind in our email correspondence and I apologize for the slight delay in responding. However, the responses were not the result of the complaint being filed as the customer has implied.
In any case, the customer's desired resolution was that we ship the remaining product. As stated previously, the backordered item did arrive. Unfortunately, we have been unable to obtain the authorization from the credit card company to ship the final portion of the order.
If the customer will call us at 1.800.441.6287 after speaking with the credit card company, we will be able to try processing the order again so that we can supply the customer with the last portion of the purchase.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
I ordered a simple gift card from Weathertech on Dec. 15, to be a Christmas gift. Today, Dec. 20, after an over 30 minute phone wait, I learned that it won't be delivered till Dec. 28-31, unless I want "expedited shipping" at extra expense of course. For a Gift card??? I find this completely unacceptable.
Why can't they mail it to me via [redacted]?
I do apologize for the inconvenience my CSR's have put you through and yes this matter should have been dealt with the first time around....
Our tan color is a basic tan - not light - not dark - just a medium tan. I understand your dissatisfaction with the product and I have sent you via email a return label for [redacted]. If this is not convenient for you we can set up a Call Tag with [redacted] and you can leave the package outside your door and they will pick up. As soon as the merchandise is returned to us we will issue a full credit for your merchandise and shipping.Again I do apologize for the inconvenience.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your interest in [redacted] Automotive.
I apologize that there was some confusion with the change of address and delivery times on the order for the replacement buckle. The information has been forwarded to the credit...
department and they will simply issue the refund for the original order in the amount of $30.90.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Initial Business Response /* (1000, 5, 2014/04/11) */
We have been in contact with the customer regarding his issue.
The customer has stated that he returned the All-Weather Mats purchased from us along with the factory carpet mats from his daughter's vehicle and a letter. The customer...
did not alert us that he would be returning the product and we did not, nor would we ever, request that a customer send their vehicle's carpet mats to us.
When the package was logged in at our dock, the warehouse staff only found the All-Weather Mats purchased from us - no carpet mats and no letter. Based on information taken from the return shipping label and the part number contained in the package, the warehouse personnel determined that the merchandise was returned by the customer. With no other information available, standard protocol was followed and a merchandise refund was issued to the customer's credit card pursuant to our standard return policy.
When the customer emailed on April 2 to ask about the status of his return and the whereabouts of his carpet mats, I explained that we did receive the All-Weather Mats but there were no carpet mats in the shipment. When parts are returned to us that we do not manufacture or sell, the product description is noted on the returns log and the item is placed in a quarantine area. Additionally, any correspondence contained within a return package is documented in the log and forwarded to the customer service department for review. I pointed out that there was no record of a letter or any additional parts being returned and there were no mats in quarantine. I continued to explain that the merchandise refund had posted the previous day (April 1) and I would provide an added refund for the initial $15.00 shipping fee due to his comments regarding his dissatisfaction with the All-Weather Mats.
The customer replied asking if we were certain we did not receive the factory carpet mats and pointed out that replacing them would cost $63.00. He also stated the return shipping cost him $24. The quarantine area and returns logs were inspected again, but no evidence was found of carpet mats or the letter he says were in the shipment. Contrary to the customer's claim that we refused to reimburse him for the $24.00 return shipping fee, I readily agreed to compensate him for that charge and submitted the refund request to the credit department the same day of our correspondence (April 2).
Furthermore, in the same email in which the customer was told that he would be receiving the additional $24.00 shipping credit, I stated that I understood that he says he returned the carpet mats to us. Unfortunately, we did not receive that product. The only merchandise we received in the box was the All-Weather Mat set that he had purchased from us. Simply put, we cannot return carpet mats to him that we never received. With that in mind, I suggested that he contact the shipper he employed to send the package in order to file a claim with that company for loss/damage in transit.
Our return policy states that refunds on returned merchandise are only for the cost of the merchandise and the shipping costs are at the customer's expense. We have made exceptions to our policy and three refunds were posted prior to the customer Revdex.com complaint: the $54.95 product cost, the initial shipping fee of $15.00, and the $24.00 return shipping cost.
We are reasonable people. However, we cannot comply with the customer's request to pay him an additional $79.00 to replace the missing carpet mats that he claims to have returned on his own accord that we have neither received nor requested from him. Our suggestion stands that he contact the shipper he used to return the mats to make a claim for the cost of the missing items so that he can recover the cost of his lost carpet mats.
Please let us know if you have further questions.
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any response from their Customer Service that they would refund the $24 shipping that I incurred for sending their mats (AND MY DAUGHTER'S MATS...AND THE LETTER) back. I stand by the claim that I sent my daughter's mats...they were in the same box. I stand by the claim letter was in the box...how would they have known whom to refund, which they did the day prior to my email.
Face it. They [redacted]-canned my daughter's mats and then lied about. That's a fact.
What a sham/e to tout your company as exemplary when your employees have no integrity.
If I don't receive my daughter's mats back...or the monies to replace them, consider the matter unresolved.
Thanks,
[redacted]
Final Business Response /* (4000, 12, 2014/05/02) */
We understand that the customer is claiming that he returned his daughter's carpet floor mats to us with the All-Weather Mats he had purchased from us. Since we did not receive any carpet mats in his return shipment, our assumption is that the carpet mats and letter were lost in transit by the shipper. Our recommendation has been, and still is, that the customer contact the shipper used to send the package so that he can make a claim with them for the missing items in order to recover the funds he is requesting from [redacted] Automotive.
We have been more than reasonable in providing a refund for the merchandise purchased from us as well as the shipping fees both to and from the customer. Unfortunately, we are not able to return the carpet mats or provide compensation for the missing goods for the simple reasons that we neither requested that he send this product to us nor did we receive the item.
Best regards,
[redacted]
[redacted] Automotive
Final Consumer Response /* (4200, 14, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution. The shipper did not lose the OEM mats...or the letter. The mats (theirs and mine) were returned in the same box...along with the letter. If they didn't get the letter, how'd they know who to refund the day before my first email to them?
Face it, Revdex.com (and WeatherTech), WeatherTech is lying. Period. There's no way they say they didn't get the letter??? Their credibility is, at least, questionable. If they're lying about the letter, they're lying about my daughter's mats.
I could never imagine having employees with no integrity!
Initial Business Response /* (1000, 5, 2015/10/09) */
Thank you for your interest in MacNeil Automotive.
I spoke with the customer by phone this morning and discussed the service and product issues he had encountered. Per our conversation, we are sending him a new second row FloorLiner...
to try in the vehicle and he will let me know if he has any further questions or concerns.
Please feel free to contact me with any additional inquiries.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Initial Business Response /* (1000, 5, 2015/02/24) */
Thank you for your interest in [redacted] Automotive.
I am sorry to hear that the customer is not satisfied with their purchase.
Unfortunately, we do not have plans to change the design of the 2014 Camry FloorLiners. We put quite a...
bit of research into the design of the product. The part does have holes to accommodate the Toyota factory installed retention devices. Additionally, we cut down the height of the side lip around the gas cap and trunk release levers to make access to these features a little easier and user friendly. However, the edges around the retention holes are built up and the base along the edge of the release levers is raised from the bottom level of the floor mat to help keep spills and debris within the liner.
The FloorLiners are designed to hold a reasonable amount of liquid. As a matter of basic maintenance, fluids do need to be drained from the mat periodically so that spills do not overflow the reservoir. During periods of inclement weather, the frequency of cleaning should be increased as slush and snow melt will build up quickly.
That being said, I understand that the customer was not satisfied with the performance of the WeatherTech product that was purchased through an outside vendor. For the simple reason that we do not have records of third party sales, we refer customers back to the point of purchase when there are problems. The reseller can then either process a warranty claim or refund depending on the stipulations of their stated return policy.
This point appears to be where the customer complaint originates. After researching the issue, we were able to determine that the local reseller did indeed refuse to refund the customer for the mats as the sale was outside of their 30 day return period. The one fact not mentioned by the customer in the complaint is that the date of the original purchase occurred 14 months ago. With this in mind, it is understandable why the vendor would be unwilling to process a refund for the purchase.
As the manufacturer, we will often handle warranty claims directly from customers who placed their orders through another vendor. As discussed by phone with the customer, we are willing to honor our warranty and replace the product in question. However, we are unable to process a refund for a purchase that was not made through our company.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not matter whether the mats are 31 days, 45 days, 60 days, or 2 years past the date of purchase. The warranty is for 3 years and during that three years the product has to work as advertised. The product has not. So the amount of time since purchase is not an issue.
It isn't an issue of the amount of liquid as Mr [redacted] suggests.
The fact that the dealer won't assist in the return is unfortunate, but does not alleviate the companies responsibility to ensure the product works as advertised. Replacing a product with an identically deficient product is not an answer and as Mr [redacted] states, there is no plan to change the design.
Therefore, the only remedy for a product not working as advertised is to refund the amount paid. I offered to accept the amount the dealer paid [redacted] for the product, which is the exact amount [redacted] would have to pay the dealer if the dealer were to assist in the return. They rejected that, which speaks volumes of their true intent and credibility.
Final Business Response /* (4000, 9, 2015/03/06) */
Under the terms of our warranty, our responsibility as the manufacturer is to replace product that is determined to be defective. Unfortunately, we do not offer refunds as part of our warranty policy.
The front FloorLiner set in question for the 2014 Camry is one of our best selling parts. The design has been extensively tested in the vehicle since the 2012 Camry was introduced in 2011. With routine cleaning and maintenance on the part of the customer, spills and debris will stay in the mat without spilling over. We do not find the design to defective in any way, yet we are willing to help the customer with a replacement part.
If a customer is not satisfied with the performance of a product we manufacture and wants a refund, the customer has the responsibility to contact the vendor that sold the product within the time frame specified by the reseller in order to make that request. Unfortunately, the reseller in question has a 30 day return policy and the customer did not attempt to resolve the issue for fourteen months.
As we did not take money from the customer and our warranty policy does not include an option for refunds, we are unable to comply with the customer request for a refund. The best offer I can make is to replace the product and possibly suggest that the customer make another good faith attempt to ask the reseller for a refund as this appears to be where the actual dispute originated.
Please let me know if you have further questions.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Final Consumer Response /* (4200, 11, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product does not work as advertised. Period.
The fact that it is their best selling product is completely irrelevant.
The fact that it has been extensively tested in both unsubstantiated and also completely irrelevant.
Their claim that they find nothing wrong with the product shows their true intent. I can prove that the product leaks. Anyone who bothered to look can see that the edges I referred to in my complaint are cut lower than is necessary. This fact is indisputable. Yet they find no problem with the design.
They claim in their advertising that these mats are "perfectly formed", which they are clearly not.
They advertise that I should purchase this product to maintain the value of my vehicle by keeping the carpeting clean. It does not.
I find their response to be disingenuous. Let's just say I find this company to be disreputable and it appears they have no interest in standing behind their market claims on this product.
You can close this case as unresolved and unsatisfactory.
I Ordered my Weather-tech parts with a bonus that I received from the US Government. I ordered side window deflectors and laser cut floor mats for my 2016 Ford Fusion. the parts I received were damaged and missing pieces. I then reached out to customer service who provided me with details on a replacement set of window guards ( the items arrived undamaged however STILL missing pieces) and I had them installed. I am STILL trying to receive the return label that was supposed to be sent to me so that I may send the damaged product back. I DO NOT wish to be penalized for not returning and wish that if a company says they will send a return label via email or mail that it will actually happen. I have spoken to TWO different representatives since the return incident and STILL have not received my return packing label or information on where to return the items. The overall quality of the floors mats are nice, however the window guards keep popping when the window is raised / lowered, and the back window guards fall out a lot (basically no point in having these). For the quality of the product and the price charged I will not be ordering from your company in the future. My order number is **SSN**. Part number [redacted] Number of parts to be returned: 4.
WeatherTech is incompetent and negligent with processing orders using gift cards. I placed my order on January 25th using a gift card for $125 that my sister gave me for christmas and it still has not shipped as of February 17th. I have spoken twice with a customer service associate, both of whom explained to me that gift cards slow down an order because of their inept system of validating the cards. This is inexcusable. We are talking about money received in advance from consumers, which you are not making available in real time. How shameful!
Initial Business Response /* (1000, 5, 2015/03/02) */
Thank you for your interest in [redacted] Automotive.
Looking at the system, the deflector set in question was temporarily on backorder. An email regarding the delay should have arrived shortly after the order confirmation notice when...
the purchase was originally submitted and I apologize if that was not received.
We actually received a new shipment of product on February 19. However, when we tried to release the order for shipping we found that we were unable to obtain an authorization to process the charge on the remaining portion of the order. A message was emailed to the customer regarding the issue on February 24, but we have not received a reply.
If the customer can contact their credit card company to determine why the authorization request was declined, we can try processing the charge again to release the product for shipment.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any email stating that the product was on backorder. Not only did I not receive that email, I have emailed your company 3 times, and filed a complaint with Revdex.com before I got any response whatsoever from anyone at Weathertech. That is unacceptable customer service, and I notice you have not even addressed the issue of you guys not communicating with me, as your customer.
Final Business Response /* (4000, 9, 2015/03/06) */
Looking in our system, I was able to locate two emails from the customer: one dated February 18 and the other dated February 20. Both emails received replies on February 24. We are a little behind in our email correspondence and I apologize for the slight delay in responding. However, the responses were not the result of the complaint being filed as the customer has implied.
In any case, the customer's desired resolution was that we ship the remaining product. As stated previously, the backordered item did arrive. Unfortunately, we have been unable to obtain the authorization from the credit card company to ship the final portion of the order.
If the customer will call us at 1.800.441.6287 after speaking with the credit card company, we will be able to try processing the order again so that we can supply the customer with the last portion of the purchase.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]