Morell Bilingual Settlements

Hello,We apologize for the inconvenience of getting a defective part. We stand behind our parts warranty and will be glad to work with you on getting a replacement. Please contact our customer service department so they can go over this process with you, as this is something we’re unable to do...

through E-Mail exchange. We're available Monday - Friday 9AM - 8PM Eastern Standard Time. Please reference your customer ID number C-[redacted] when you call in with a diagnosis. Best Regards,Buy Auto Parts Customer Service6740 Cobra Way | San Diego, CA 92121T 800-241-3197

[redacted],As previously stated, we do not cover time or labor. This is clearly defined in our policy. The parts come with a 1 year parts warranty. We normally do not issue refunds on installed parts, but made an exception in your case. You chose not to continue with the warranty process, thus accepting a full refund ($435 on 9/18/15). If you would like to discuss anything further, please give me a call at the number below.Regards,[redacted]Customer Service Supervisor[redacted]

HI [redacted], Thanks for responding so quickly. [redacted], who replied to me by email refusing to return my deposit, is an employee of BuyAutoParts.com. His profile and picture is readily available on BuyAutoParts.com website.  See attachments for email correspondence with...

[redacted]. Thanks, [redacted]

Mr. [redacted], After reviewing your file, it looks like your issue has been resolved. We issued the remaining refund on 4/16/16. If you have any further questions, please give us a call at 800-241-3197. Regards, [redacted]Customer Service Supervisor

Hello [redacted],I would like to apologize for the problems encountered with our company. We take great pride in offering complete customer satisfaction and service. After reviewing your file, we would be happy to assist you with the problem. Although we normally don't take back an installed part, we...

will make an exception in your case. Please ship the defective part back to 6740 Cobra Way San Diego, CA 92121. Once the part has been received and checked in, we will issue a complete refund of $289.95. If you have any further questions, please call me at 800-241-3197. Regards,[redacted]
Customer Service Supervisor

[redacted],My accounting department has issued a refund per your request (15% restocking fee and loss of original shipping). I apologize for the problems encountered. Please feel free to call me if you need anything else.Regards,[redacted]Customer Service Supervisor[redacted]

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and recommend that their business activity of stating that merchandise is available for shipping, when they know it is not, to entice customers to submit funds is unacceptable.  They refunded my money only after 5 telephone calls and a compliant to your organization.  My business with this company is finished now and forever.
Regards,
[redacted]

Mr. [redacted],Per our conversation on 8/12/15, we will be issuing you a complete refund in the amount $217.80. It looks like your part is scheduled for delivery on 8/20/15. Please allow 7-10 business days for the refund to be completed.Regards,[redacted]Customer Service Supervisor###-###-####

Mr. [redacted],We have refunded the cost of the part and issued the additional refund of $56.34 on 8/18/15. If you have any further questions, please call me at the number below.Regards,[redacted]Customer Service Supervisor###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from R[redacted]. is completely inaccurate as there is NO CHOICE for HID or NON HID.  my vehicle is a Toyota 4 Runner and the choices were for SR5 or SPORT EDITION.  I chose SR5 which is correct, which I also confirmed with [redacted] via live chat with my complete VIN number, AND with a rep via a phone call BEFORE PLACING THE ORDER ON LINE.  So I did all the work prior to placing the order to ensure these were indeed the correct parts for my vehicle.  The issue is that they do not fit properly, by that I mean there is a gap all the way around the headlights that is far greater that the spacing/gap from the OEM headlights. I do not feel the looked correct aesthetically, or they would fit correctly if/when installed.  I have been accused of installing them, which I did not-the went back to the company with the plastic wrapper still on them and zero damage.  nothing touched them except my hands.  I spoke to a manager named [redacted] who authorized to waive the 15% restocking fee, then told there is no [redacted] that works there on my follow up phone call.  I have been told setting them in place without unwrapping them, without bolting them in place is deemed installing them, which is not correct.  I was assured by [redacted] via live chat that if they did not fit my car that I would not be paying return shipping.  Also worthy of mention, all of this was done apx one week after receiving the headlights.  when I called the company initially, I was on eternal hold and could not get through to a live person.  I left a voicemail and no one ever called me back.  apx two weeks later the same exact thing happened, I left a voicemail after being on eternal hold, no one ever called me back.  Every person I have finally spoken to after encountering my problem has been rude to the point of accusing me of doing something I didn't do.  The website advertises verbatim 'if the item does not fit your vehicle, we will pay return shipping'.  this was reiterated by [redacted] via live chat.  So not only did I receive an item I was not satisfied, I was treated poorly by customer service.  I chose to use this company based on the satisfaction guarantees advertised on their web site and I was misled.  This could be a no harm no foul issue if they would just uphold their promise as advertised.  It still can be if I am refunded all of my shipping charges.  If it is not, I have no plans of going away quietly and will pursue this as long as it takes. 
Regards,
[redacted]

Mr. [redacted],I would like to apologize for your recent experience with our company. After reviewing your file, we have agreed to issue a FULL REFUND.  The part has been received by our warehouse and we will be processing the refund in the next 2-5 business days. If you have any questions, please...

give me a call at the number below.Regards,[redacted]Customer Service Supervisor###-###-####

Hello,Per policy, once a part is installed, it becomes a warranty issue. We do not take back installed parts for a refund. Please give us a call at 800-241-3197. We'd be more than happy to try and come to an amicable resolution. Regards, [redacted]Customer Service Supervisor

Mr. [redacted] Your refund should be reflected in...

your account by now. From the date of issuance, it typically takes 2-5 business days for the funds to appear in your account (dependin* on the bank). If you have any further questions, please let us know. Re*ards, [redacted].Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will be contacting my attorney.  They leave me no choice.  They are false advertising.  
Regards,
[redacted]

Hello,We apologize but we will need to speak to you on the phone over this issue. We are sorry for the long wait but summer is our busiest season. In an effort to curb wait times we are available Saturdays as well from 6am-3pm pacific standard time.  We stand behind our part warranty and will be glad to work with you on getting a replacement. Please contact our customer service department so they can go over this process with you, as this is something we’re unable to do through E-Mail exchange. We're available Monday - Friday 9AM - 8PM Eastern Standard Time. Please reference your customer ID number C-[redacted] when you call in. Best Regards,Buy Auto Parts Customer Service6740 Cobra Way | San Diego, CA 92121T 800-241-3197

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The business did not address my issue where they said then and still say on their website that it is an OEM part for whatever car manufacturer, in my case [redacted], thus they continue to get people to purchase their products when they think they are getting a [redacted] Part and instead get a compatible.  Thus they continue on all the websites that they sell under that implies a person is getting a [redacted] part.  It would be very simple to say this is not a [redacted] part , [redacted], **, [redacted] etc.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I do not want an in-store credit.  I would like a refund.  I think I stated that pretty clearly in my complaint.  If the business policy is a 15% restocking fee then so be it.  Perhaps the person who responded ([redacted].) could go ahead an do that for me?  I would prefer not to talk with the BuyAutoParts.com customer service, they are not very nice.  Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
BOTH COMPRESSORS HAVE FAILED THAT IS NO COINCEDENCE,SUMMER IS OVER .BY THE TIME I RECEIVE THESE COMPRESSORS FROM THIS HAGGLING COMPANY WINTER WILL BE IN SEASON.I DO NOT TRUST ANY OF YOUR PRODUCTS.WE HAVE TRIED THE RETURN SOLUTION AND THAT DID NOT RESOLVE THE PROBLEM.NOW I HAVE TWO COMPRESSORS THAT ARE NOT FUNCTIONING.I WOULD RATHER DISPLAY THIS COMPLAINT TO HARD WORKING PEOPLE TO SEE,BEFORE THEY SPEND THEIR MONEY WITH OUR COMPANY.I THINK A RETURN OF YOUR COMPRESSORS AND A REFUND IS A FAIR SOLUTION .I HAVE GIVEN THIS COMPANY A FAIR CHANCE TO EARN MY BUSINESS!

Hello, I would like to apologize for the problems encountered during your transaction with our company. It appears you received a part that was incorrectly built. After speaking to one of our reps on 7/30/16, we agreed to issue a full refund for the order. Your parts are due for delivery...

tomorrow, 8/15/16 (Tracking #: [redacted]). Please give us a call once the parts have been delivered to expedite your refund. Regards, [redacted]Customer Service Supervisor800-241-3197

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]