Motorcycle Superstore

We processed a complete refund make to the customer's card

We apologize for any inconvenience and will refund the shipping

We reached out to the customer apologizing for the difficulty in reaching us and the delay on the refund. The refunds were processed though and the customers concern should be resolved.

Complaint: [redacted] I am rejecting this response because: I have not received my money back. When I receive my money I'll accept the resolution. Based o. Their pattern I must get my money back before anything is resolvedSincerely, [redacted]

We have been in contact with the customer several times and are working internally to resolve the issue at handUnfortunately it is not going as fast as we or the customer would like, but we are committed to seeing this through

I am so sorry for the issueI have attached a new return label and as a back up I will also email it directly to you at your email we have on file of [redacted] @yahoo.com Again I do apologize for the inconvenience.Thank you

We have attempted several times to contact customer, we overnighted her a check on 5/and have not been able to confirm with her if she has received it

Complaint: [redacted] I am rejecting this response because: I rejected as the money was not in account at time of phone call, did show up later but then was taken out again, It is currently back in but want to wait and see if left in this time before accepting.-- [redacted]

We are sorry but we cannot accept back items that are not in new and unused condition The items were severely scratched and cannot be put back on our shelf's to be resold Wrong size, wrong color - No Problem! Return new / unused items to Motorcycle Superstore within days of receipt and receive a refund for the item price paidShipping fees or costs associated with international shipping, duties, taxes or brokerage fees are non-refundableItems which have been used or installed on your bike will not be accepted for refund We would happy to help you find the correct items for your bike and give you a discount on those items Discount applied would be dependent on our cost on the item Thank you

The order for the windshield was replaced and delivered to the customer on 6/24/

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 meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: In their response to my complaint, they said that they would refund the shipping cost They indicated that they had credited my account with $(which I assumed was a good will gesture ((return shipping charge is $6.99)) to make up for the fact that they did not ship the gloves out when promised and I was unable to use them for the purpose that I had purchased them for because they didn't arrive on time) As I had indicated earlier, I am going to return the gloves When I went to their website to setup the return They indicated that I would receive a refund of $ I had purchased the gloves for $plus $tax totaling $ With the $that they credited my account (which has not yet shown up in my bank account), that would lower the purchase price to $ When I setup the return on their website, they indicated the sales price of $(they still indicate a tax charge of $12.54, which would be the tax for the higher price I originally paid) and they STILL deducted the $for return shipping (which was my original complaint and what they said they would not do in their response) They also do not indicate that they will refund the $I paid in taxes (which was $more than I should have paid on the sales price of $131.96) I should receive a refund of $ Even if I consider the $that they say they have credited my account as an adjustment and not a good will gesture, then I still should receive $144.50, not $ [redacted]

We contacted the customer and informed him that he could return his item for a full refund

We have processed this refund and will reach out to the customer.

Complaint: [redacted] I am rejecting this response because: Please see new chat transcript from another order belowThe customer service rep states that the advertised shipping estimator doesn't actually reflect true shipping conditions and just displays what the customer wants to see to get the saleThis is advertising and a bait & switch sales strategy, they lure the customer in with the promise of product shipping that day if they place the order by the specified time but in reality it doesn't matter when the order is placed and most of the time the order wont ship when it was supposed toThe reason I placed the order with this vendor was because I needed product quick and they advertised they would ship same days ordered but that was a lie From: [email protected] [mailto:[email protected]] Sent: Wednesday, June 01, 8:AMTo: [redacted] Subject: Chat Transcript for Session : [redacted] Thank you for taking the time tochatwith our customer care team, a copy of your transcript is listed below Jeffrey:Thank you for contacting Motorcycle Superstore Customer SupportPlease give me one moment while I review your question [redacted] :when will my order ship?ORDER NUMBER: [redacted] :i expected it to be delivered today Jeffrey:that is estimated unfortunately that could not be possible since we were not openon Mondaydue to the holiday unfortunately, estimated to ship today and be to you on friday Jeffrey:I do apologize for the delay [redacted] :i placed the orderMondaywith your website stating it will shipTuesday? [redacted] :why hasnt it shipped already and why would your website claim that it would? this is advertising Jeffrey:that why when you checkout we give you estimated delivery date not guaranteed delivery date [redacted] :you havent even shipped the product and its your estimated delivery today Jeffrey:I do apologize but we are backed up due to be off on the holiday [redacted] :plus your website states if you place an order by a certain time product will ship, is this not correct? Jeffrey:when we are not backed up than yes sir Jeffrey:I am going to refund your shipping sir [redacted] :thanks [redacted] :can you also make sure it ships out today Jeffrey:I am doing everything I can sir [redacted] :also your shipping estimator advertised on your website should reflect actual shipping conditions not just what the customer wants to seeif your backed up due to the holiday your shipping estimator should also reflect thisThis is a bait and switch Jeffrey:unfortunately it can not catch up like that sir but I do agree [redacted] :if product doesnt ship today I will have a little problem because your site says if I order again in the next hours product will ship today [redacted] :it actually can [redacted] :so your saying that shipping estimator is just an automated number and doesnt reflect live shipping conditions on the floor? Jeffrey:correct since it can not lync quick enough in some cases that why we have our IT guys working it since the system was updated Jeffrey:I do apologize for the inconvenience but there is some kinks we are working out, not a lot of inventory can catch up with the program instantly so we have it as estimated delivery time due to that issue so we do not guarantee something we can not Jeffrey:I am just being hones with you sir Jeffrey:Do you have any other questions I may assist you with? Jeffrey:Thank you forchattingwith Motorcycle SuperstoreHave a good day! Sincerely, [redacted]

As a customer service gesture we will fully refund the customer

We will reach out to Mr [redacted] and ensure that he is given a full refund for the item

Complaint: [redacted] I am rejecting this response because: I explained to this company that the tires are defective and I just wanted a Dunlop tire to replace the Shinko tires I purchasedI am not the only one having problems with this SEtireI also explained that why would I keep putting out money to them when I have already spent roughly $on tiresNow I have decided to go a different route and all I want now is the $returned to meThey have not sent a return label.....and I was told it is going to take weeks to get my money back......I will send the tire back when I get a refund of $and a shipping labelI am part of a veterans organization and others buy from this store and I have places to be on my motorcycle and waiting just does not work for meThey have asked me questions about my motorcycle like I am riding junkI have attached a photoAll I want now is the $asapThey have the records of my purchase (s).Sincerely, [redacted] ***

I can see where this return was processed and was ready to be refunded. This was processed todayCustomer will see two refundsOne for the cost of the productThe other remaining amount is what would have been charged as a return label feeDue to the delay we felt it was necessary to
refund this amount as wellWe reached out and left the customer a VM advising of the steps taken and asked that he reach out to us directly at their earliest convenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
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I disagree with their claim on how things are handled in the return handling processTheir return policy was followed by meAs *** is in Oregon, and the item was shipped to Kentucky She can say what she wants about "how" things are done, but cant say for sure Anyways attached are pictures of the box that all the items shipped back to me after the return was refused I have more pictures to send, but can not send them all As the pictures show the shipping box is NOT how they said they ship things Box is completely damaged Multiple scratches found on the front of the fairing The loose items they claim that scratched up the fairing and windshield were in a separate box! The trigger locking kit is bent, the fairing scratched, and windshield was never mounted or taken out of the plastic bag and not even unwrapped from the foam wrap! actually nothing was ever mounted Its hard to say how much MORE damage they did to the items when shipped back in a beat up box, that since *** claims " nothing happens to the item cause they are kept separated" since that was the box I returned the items explain how the box looks like a tornado hit it The items were NEVER mounted to anything It took SECONDS! to realize nothing fit, after I was told the fairing would have fit with the new trigger locking mount and the fairing wasn't even put close to being mounted or tried to be mounted to the bike cause it was obvious it would not fit When the screws for the fairing to kit the mounting kit are clearly inches off why would someone even try to mount it I understand that NO ONE would accepted a return with damaged items, everything shipped in the box was secured and box tapped and returned It would have been a clear WASTE of TIME and MONEY for me to return the items if damagedAs a Deputy Sheriff this company is a scam and does not follow through with "their policy" and it clearly shows through their Revdex.com ratings as a D for the Kentucky Store I would like to hear why I cannot get a hold of an *** *** I was given information from her about the return, but have had multiple questions for her I have tried to call, and their phone system does not even recognize the last name to leave a message, and cant send an email to her because says the email doesn't work, and she is the returns supervisor for the items The phone number and email were listed at the bottom of an email she forwarded to an employee at Motorcycle Superstore, and then emailed it to me Also *** *** was sent a return email for the supposed damage, but never heard anything back from her Everytime I have contacted someone a different person is contact, but I have sent many emails with no response to anything Also back to the returned items I found DOG HAIR on the fairing and inside the bag of the windshield As *** said everything is kept SEPARATED from everything else in the warehouse I think its weird dog hair is inside the box AS I DO NOT HAVE A DOG! Also how you can see the scratches on the fairing in the pictures sent The fairing is the black scratched item in pics The scratches are on the top middle of the front of the fairing or on the way outside Would even be mounting scratches Items damaged were CLEARLY not my fault
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