This customer sent back the item without notifying us of returning (not including an RMA # or return paperwork)We refunded it as our policies stateThey contacted us on May 7th and 10th, both of which were responded to stating the reasoning for the refund amount since those are the policiesThe customer then contacted the manufacturer directly and because the the manufacturer quoted a different restocking fee based on their own internal policies, the customer is trying to hold us responsible for the policies of a completely different company (in this case, the manufacturer)The manufacturer has told us they did let the customer know that their internal restocking is for their own direct customers only and if someone orders through a third-party vendor (like this customer did with us), then they are subject to that company's policiesWe are abiding by our policies which were repeatedly communicated to the customer and are also posted all over our website, including in the footer of every page of our website, linking to our Shipping & Returns policy located at http://www.nfcperformance.com/shipping-returns
Thank you for your letter regarding the complaint filed against usAs I'm sure you can understand, the custom auto parts industry is a complicated oneThis is why we send our customers several communications along the ordering process, including when they first order, telling them to "bench test" every part immediately upon receiving the product and before installing itThis customer clearly did not do the bench test we urge them repeatedly to do to prevent "costly installations" that might have to be fixedOn occasion, a light might even get damaged during shipping and not light up properly, again why bench testing is so importantHere is the exact language we send them immediately and automatically upon ordering (I can forward you a copy of the entire email we sent this exact customer upon your request): ***BEGIN [redacted] ***Very Important Shipping Information: It is very important that you open and inspect your package immediately up on receiving it Because of UPS and USPS shipping policies regarding damaged shipments, you must notify us about any damaged parts within hours of receivingyour package so that we can file a claim with the shipping companyParts that arrive damaged that you have not inspected and have not notified us of the damage within hours will not be replaced free of chargeOnce you notify us of the damage, the shipping company will conduct an investigation and their determination stands If you bought Oracle Lighting products, Oracle requires that they are notified within hours of receiving any defective parts in order for them to pay for the return shipping of the defective itemsWhen inspecting the contents of your package, you should “Bench Test” each light to make sure it is functioning properlyThis involves simply connecting the positive wire to a 12V power source and the negative wire to a "ground"If you bought CCFL or PLASMA Halos, you must use the inverters that came with your kit just like if you were installing them on the vehicle itselfIf there are any defects withyour lights, you must notify NFC Performance within hours of receiving your package in order to have Oracle Lighting pay for the return shipping ofyour partsIf you do not notify us of defects within hours, you will be responsible for the return shipping cost to Oracle (which is usually just a few dollars)Whether you notify us of defective parts or not within hours, Oracle will still ship you the new replacment parts that are covered under warranty at their expense If you purchased an Oracle Halo Kit for your headlights, fog lights, or tail lights, professional installation is recommendedIf you plan on installing the lights yourself, be sure to check out our Oracle Halo Installation Tips Page so that you can see for yourself what is involved in the installation process before your order ships ***END [redacted] As for the claim that the sizes were incorrect, customers sometimes believe the size is incorrect just because they don't know how to install itThat's why we have technicians available to help walk them through the installation step by stepWe ask them to measure the halos for precise proof that they are the wrong size or so that we know it's just that the customer isn't installing them properly if they are the correct sizeThis customer says they won't measure them, which makes the determination impossible In a complicated industry like custom automotive parts, it's important for customers to follow instructionsWe send these instructions to them repeatedly as part of the order process, yet again when the order shipsWe cannot be blamed when customers don't follow instructions Sincerely,Matthew D [redacted] NFC Performance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Again, NFC Performance is showing poor customer service based on their response alone NFC Performance is stating that they did their part by notifying us (the consumer) to test all products before installation However, they are leaving out the fact that we were sent the wrong size and in order to determine that the products were actually the wrong size, we had to first pay a professional to disassemble the headlights to place the product on the headlight itself to determine that we did not have the correct fitting sizes Pre-testing the products to make sure that they light up and work as advised by NFC Performance does not eliminate the fact that NFC Performance is at fault since not only did they send a mismatched set of lights, but they also sent the wrong sizes After notifying NFC Performance of these issues, they requested pictures in which we were happy to forward to them However, not only is NFC Performance not willing to take credit for the mistake and issue a refund, but they are not willing to do anything for us As a result, we the consumer are left with an unusable product.Please see the attached photos for the mismatched color set that we were sent, and also the wrong sizing photos showing that the product is too large to stay on the the headlights.Regards, [redacted] ***
This customer initially reached out via site contact form stating "Unfortunately I need to return items from NFC Performance Order Confirmation (#***)This was bought as a gift and cannot be used item is unopened and in original packaging." Upon looking into the customers order and verifying accuracy of order number and name, an RMA number was generated and forwarded to the customer as seen at the bottom of the email correspondence (pasted below)Upon receipt of further information from the customer concerning dissatisfaction, every policy has been followed to help resolve this customer issue; we have now requested visual proof of defects twice so as to begin warranty procedures NFC Performance 9:AM (minutes ago)to [redacted] Good morning [redacted] , Sorry for the delayed reply, I wanted to do some extra verification steps to ensure I gave you the correct information from the Oracle Warranty Departmentwarranty returns, as they are typically claimed after installation, can only be returned for repair/replacement; since your item hasn't been installed as of yet and your bench test found potential defects we can certainly assist you with the warranty processIf you can supply me with picture or video of the unexpected issues you are experiencing, I will personally get them to Oracle for review to get you taken care of.Again, thank you for your patience and have a great day.Respectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Tue, May 16, at 1:PM, [redacted] < [redacted] [redacted] @icloud.com> wrote:Hello, I do understand that with any business there are expenses and revenuesThankfully because I purchased an item you will then have generated revenueHowever when a customer much like myself is not satisfied with an item purchased there are expences generated on that when a vendor (you) include free shipping with purchasesIn order to run a profitable business one would then assume that if FREE shipping is being offered you would then have an additional markup on said product(s) to offset the expense of shipping All of that aside you have already markan item to generate a profit, as a vendor for said product(s) You see I not only run a small local business myself but I do hold a degree in businessSo I do understand there are expenses, perhaps you don't really understand the way business worksAs stated BEFORE the item was not opened when I inquired on a return, thus you would have received an unopened product (well of them seeing how I purchased 2) that could have been easily resold, the shipping box had not even been opened as stated it was a gift that I later found out was not going to work as intendedI was unfortunately not able to 'cancel' the order once I found this out as I was informed it was already processed and being shippedAt that point, I waited for the delivery in hopes to return an unopened item.At that point, I was informed of a 25% loss plus return shipping on my part (again let's go to that running a business logic), in which there would be no loss on your part to just restock an unopened unused itemAs mentioned in the details of your website: "SATISFACTION GUARANTEED".As defined satisfaction; fulfillment of one's wishes, expectations, or needs, or the pleasure derived from this.guarantee; a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durabilityAt this time there has not been a fulfillment of my expectations or needsBeing you guarantee that satisfaction withing certain needs, again which are not being met, as the item(s) themselves are not of the quality expectedAlso per the details of the website:You've received the product but you've decided you want to return it: If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:The item must be unopened, unused, and still in the original packagingThe item must not be customized (pre-assembled complete halo headlights are considered customized items that fall under this non-returnable policy).You must ship the items back to us within calendar days of receiving the item or you will not be eligible for a refundIf you ship parts back after days you will be responsible for paying for return shipping to you within business days or else your parts may be discarded without being refunded or reshipped to you.You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.As far as I read this, I met ALL requirements, there is NOTHING about cutting losses on my end, your inability to do business is not the buyer's faultYou received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: You should immediately "Bench Test" your item upon receipt and notify us within hours of any defectsIf the item isn't working correctly, and it does not appear to have been damaged during shipping, we can get you new parts at no cost to you as long as we are notified within hours of receipt of your packageIf there are defects after hours of receipt, the manufacturer is responsible for any manufacturing defects or deficiencies with its productsWarranty Claims can be filed for replacements needed using the information on this page(If the item is damaged or defective due to shipping damages, please see situation directly below.)Upon "bench testing" it was discovered that the light angle shifts when you select a different color, also there is no true 'white' hue (it is a rainbow color)I suppose the item then does not work correctly, I do not see any details about the shifting of light angle when a different color is selected NOR do I see anything about there not being a white color optionFurthermore, per your website;Damages, Returns & ExchangesYour satisfaction is our top priority.If this is the case then I will happily RETURN your product with paid shipping for a FULL refundWhat you choose to do on behalf of your relation to Oracle lighting has nothing to do my relation to youI did not purchase directly from Oracle I bought directly from you as a vendor of OracleTherefore I an not satisfied with the product purchased from you and that is the fact of the matterYou may choose to do what you will with the Oracle product.On May 16, 2017, at 08:AM, NFC Performance wrote:Good morning [redacted] ! I am deeply sorry about the dissatisfaction you are experiencing, and I do understand your frustration; it is my utmost priority to ensure you are happy with service and product, so you have my appreciation for bringing this to my attention When it comes to returns, as you know there are expenses for services provided to return the product, as is standard across every industry; if there is nothing wrong with the item and it merely cannot be used or isn't wanted, those expenses are the responsibility of the customer, as is mentioned in detail on our websiteThese policies are in place to protect everyone involvedHowever, if indeed the wrong item was shipped or the item is defective, it is certainly a responsibility assumed by OracleIf this is the case I want to do everything within my power to get this taken care of for you, and just need a few things to get the process started.Concerning the items you claim are not as expected, if you can provide me with clear details as to what is wrong and supply pictures as well, I'd be happy to get that proof to Oracle so that they can enact a return and full refundThank you for your timeRespectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Mon, May 15, at 7:PM, < [redacted] [redacted] @icloud.com> wrote:At this time I am not satisfied with this orderBecause you wanted to less the return/refund I tested the lights to find they are not as expected and I want a full refund upon return or I will be submitting a claim with Revdex.com, my CC and will be writing reviews on all platforms about service and product[redacted] General ManagerMobile MailOn May 8, 2017, 9:AM -0700, NFC Performance , wrote:Hello, I am so sorry to hear that your order is not going to work out for youWe can take the return per our Shipping & Returns PolicyBecause of the restocking fees and shipping charges we incur, a 25% restocking fee and the actual cost of shipping the item to you is deducted from the purchase price to arrive at the refund amountPlease be aware that your kit must be in new and unused condition to be eligible to returnKits that have been installed are no longer new and unusedWhen you fill out the attached form, use order # [redacted] Send the item along with the attached form to:NFC PerformanceRMA #***Division St.Metairie, LA 70002If you do not include the attached form with all of the requested information your order will be returned to you at your expensePlease send tracking details so I can be watching for the shipment and let us know when you see the package has arrived If you have any additional questions please reply backYour return must arrive to the address listed above within days of the date the delivery was originally made to you.Respectfully,Obie JCustomer ServiceNFC Performance
Hello Mr. ***,We'd like to apologize for the delay in working to resolve this issue for youWe have been somewhat short staffed as we've been training a new customer service representativeMy understanding is this issue is being resolved with you directly now - but if you still have any
concerns please don't hesitate to contact me directly at [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have not received my product back yet, but the customer service rep is responding to my emails timely and will hope that this continues until I have received my defective product back in good working condition
Sincerely,
*** ***
Thank you for your letter regarding the complaint filed against us. As I'm sure you can understand, the custom auto parts industry is a complicated one. This is why we send our customers several communications along the ordering process, including when they first order, telling them to "bench test"...
every part immediately upon receiving the product and before installing it. This customer clearly did not do the bench test we urge them repeatedly to do to prevent "costly installations" that might have to be fixed. On occasion, a light might even get damaged during shipping and not light up properly, again why bench testing is so important. Here is the exact language we send them immediately and automatically upon ordering (I can forward you a copy of the entire email we sent this exact customer upon your request):
[redacted]BEGIN[redacted]
[redacted]Very Important Shipping Information:
It is very important that you open and inspect your package immediately up on receiving it.
Because of UPS and USPS shipping policies regarding damaged shipments, you must notify us about any damaged parts within 24 hours of receivingyour package so that we can file a claim with the shipping company. Parts that arrive damaged that you have not inspected and have not notified us of the damage within 24 hours will not be replaced free of charge. Once you notify us of the damage, the shipping company will conduct an investigation and their determination stands.
If you bought Oracle Lighting products, Oracle requires that they are notified within 24 hours of receiving any defective parts in order for them to pay for the return shipping of the defective items. When inspecting the contents of your package, you should “Bench Test” each light to make sure it is functioning properly. This involves simply connecting the positive wire to a 12V power source and the negative wire to a "ground". If you bought CCFL or PLASMA Halos, you must use the inverters that came with your kit just like if you were installing them on the vehicle itself. If there are any defects withyour lights, you must notify NFC Performance within 24 hours of receiving your package in order to have Oracle Lighting pay for the return shipping ofyour parts. If you do not notify us of defects within 24 hours, you will be responsible for the return shipping cost to Oracle (which is usually just a few dollars). Whether you notify us of defective parts or not within 24 hours, Oracle will still ship you the new replacment parts that are covered under warranty at their expense.
If you purchased an Oracle Halo Kit for your headlights, fog lights, or tail lights, professional installation is recommended. If you plan on installing the lights yourself, be sure to check out our Oracle Halo Installation Tips Page so that you can see for yourself what is involved in the installation process before your order ships.
[redacted]END[redacted]
As for the claim that the sizes were incorrect, customers sometimes believe the size is incorrect just because they don't know how to install it. That's why we have technicians available to help walk them through the installation step by step. We ask them to measure the halos for precise proof that they are the wrong size or so that we know it's just that the customer isn't installing them properly if they are the correct size. This customer says they won't measure them, which makes the determination impossible.
In a complicated industry like custom automotive parts, it's important for customers to follow instructions. We send these instructions to them repeatedly as part of the order process, yet again when the order ships. We cannot be blamed when customers don't follow instructions.
Sincerely,Matthew D[redacted]NFC Performance
This customer sent back the item without notifying us of returning (not including an RMA # or return paperwork). We refunded it as our policies state. They contacted us on May 7th and 10th, both of which were responded to stating the reasoning for the refund amount since those are the policies. The...
customer then contacted the manufacturer directly and because the the manufacturer quoted a different restocking fee based on their own internal policies, the customer is trying to hold us responsible for the policies of a completely different company (in this case, the manufacturer). The manufacturer has told us they did let the customer know that their internal restocking is for their own direct customers only and if someone orders through a third-party vendor (like this customer did with us), then they are subject to that company's policies. We are abiding by our policies which were repeatedly communicated to the customer and are also posted all over our website, including in the footer of every page of our website, linking to our Shipping & Returns policy located at http://www.nfcperformance.com/shipping-returns.
This customer initially reached out via site contact form stating "Unfortunately I need to return items from NFC Performance Order Confirmation (#[redacted]). This was bought as a gift and cannot be used item is unopened and in original packaging." Upon looking into the customers order and verifying...
accuracy of order number and name, an RMA number was generated and forwarded to the customer as seen at the bottom of the email correspondence (pasted below). Upon receipt of further information from the customer concerning dissatisfaction, every policy has been followed to help resolve this customer issue; we have now requested visual proof of defects twice so as to begin warranty procedures. NFC Performance <[email protected]>9:11 AM (0 minutes ago)to [redacted] Good morning [redacted], Sorry for the delayed reply, I wanted to do some extra verification steps to ensure I gave you the correct information from the Oracle Warranty Department. Normal warranty returns, as they are typically claimed after installation, can only be returned for repair/replacement; since your item hasn't been installed as of yet and your bench test found potential defects we can certainly assist you with the warranty process. If you can supply me with picture or video of the unexpected issues you are experiencing, I will personally get them to Oracle for review to get you taken care of.Again, thank you for your patience and have a great day.Respectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Tue, May 16, 2017 at 1:14 PM, [redacted] <[redacted].[redacted]@icloud.com> wrote:Hello, I do understand that with any business there are expenses and revenues. Thankfully because I purchased an item you will then have generated revenue. However when a customer much like myself is not satisfied with an item purchased there are expences generated on that when a vendor (you) include free shipping with purchases. In order to run a profitable business one would then assume that if FREE shipping is being offered you would then have an additional markup on said product(s) to offset the expense of shipping. All of that aside you have already marked-up an item to generate a profit, as a vendor for said product(s). You see I not only run a small local business myself but I do hold a degree in business. So I do understand there are expenses, perhaps you don't really understand the way business works. As stated BEFORE the item was not opened when I inquired on a return, thus you would have received an unopened product (well 2 of them seeing how I purchased 2) that could have been easily resold, the shipping box had not even been opened as stated it was a gift that I later found out was not going to work as intended. I was unfortunately not able to 'cancel' the order once I found this out as I was informed it was already processed and being shipped. At that point, I waited for the delivery in hopes to return an unopened item.At that point, I was informed of a 25% loss plus return shipping on my part (again let's go to that running a business logic), in which there would be no loss on your part to just restock an unopened unused item. As mentioned in the details of your website: "SATISFACTION GUARANTEED".As defined satisfaction; fulfillment of one's wishes, expectations, or needs, or the pleasure derived from this.guarantee; a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability. At this time there has not been a fulfillment of my expectations or needs. Being you guarantee that satisfaction withing certain needs, again which are not being met, as the item(s) themselves are not of the quality expected. Also per the details of the website:You've received the product but you've decided you want to return it: If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:The item must be unopened, unused, and still in the original packaging. The item must not be customized (pre-assembled complete halo headlights are considered customized items that fall under this non-returnable policy).You must ship the items back to us within 30 calendar days of receiving the item or you will not be eligible for a refund. If you ship parts back after 30 days you will be responsible for paying for return shipping to you within 3 business days or else your parts may be discarded without being refunded or reshipped to you.You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.As far as I read this, I met ALL requirements, there is NOTHING about cutting losses on my end, your inability to do business is not the buyer's fault. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: You should immediately "Bench Test" your item upon receipt and notify us within 24 hours of any defects. If the item isn't working correctly, and it does not appear to have been damaged during shipping, we can get you new parts at no cost to you as long as we are notified within 24 hours of receipt of your package. If there are defects after 24 hours of receipt, the manufacturer is responsible for any manufacturing defects or deficiencies with its products. Warranty Claims can be filed for replacements needed using the information on this page. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)Upon "bench testing" it was discovered that the light angle shifts when you select a different color, also there is no true 'white' hue (it is a rainbow color). I suppose the item then does not work correctly, I do not see any details about the shifting of light angle when a different color is selected NOR do I see anything about there not being a white color option. Furthermore, per your website;Damages, Returns & ExchangesYour satisfaction is our top priority.If this is the case then I will happily RETURN your product with paid shipping for a FULL refund. What you choose to do on behalf of your relation to Oracle lighting has nothing to do my relation to you. I did not purchase directly from Oracle I bought directly from you as a vendor of Oracle. Therefore I an not satisfied with the product purchased from you and that is the fact of the matter. You may choose to do what you will with the Oracle product.On May 16, 2017, at 08:23 AM, NFC Performance <[email protected]> wrote:Good morning [redacted]! I am deeply sorry about the dissatisfaction you are experiencing, and I do understand your frustration; it is my utmost priority to ensure you are happy with service and product, so you have my appreciation for bringing this to my attention. When it comes to returns, as you know there are expenses for services provided to return the product, as is standard across every industry; if there is nothing wrong with the item and it merely cannot be used or isn't wanted, those expenses are the responsibility of the customer, as is mentioned in detail on our website. These policies are in place to protect everyone involved. However, if indeed the wrong item was shipped or the item is defective, it is certainly a responsibility assumed by Oracle. If this is the case I want to do everything within my power to get this taken care of for you, and just need a few things to get the process started.Concerning the items you claim are not as expected, if you can provide me with clear details as to what is wrong and supply pictures as well, I'd be happy to get that proof to Oracle so that they can enact a return and full refund. Thank you for your time. Respectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Mon, May 15, 2017 at 7:46 PM, <[redacted].[redacted]@icloud.com> wrote:At this time I am not satisfied with this order. Because you wanted to less the return/refund I tested the lights to find they are not as expected and I want a full refund upon return or I will be submitting a claim with Revdex.com, my CC and will be writing reviews on all platforms about service and product.[redacted]General ManagerMobile MailOn May 8, 2017, 9:32 AM -0700, NFC Performance <[email protected]>, wrote:Hello, I am so sorry to hear that your order is not going to work out for you. We can take the return per our Shipping & Returns Policy. Because of the restocking fees and shipping charges we incur, a 25% restocking fee and the actual cost of shipping the item to you is deducted from the purchase price to arrive at the refund amount. Please be aware that your kit must be in new and unused condition to be eligible to return. Kits that have been installed are no longer new and unused. When you fill out the attached form, use order #[redacted]. Send the item along with the attached form to:NFC PerformanceRMA #[redacted]4401 Division St.Metairie, LA 70002If you do not include the attached form with all of the requested information your order will be returned to you at your expense. Please send tracking details so I can be watching for the shipment and let us know when you see the package has arrived. If you have any additional questions please reply back. Your return must arrive to the address listed above within 30 days of the date the delivery was originally made to you.Respectfully,Obie JCustomer ServiceNFC Performance
This customer's order was refunded the same day that they said they talked to our company, March 9th, 2016. The products they ordered had simply gone out of stock at the time of the order. We notified the customer right away on the same day they ordered, March 8th, 2016. The customer didn't want to...
keep their order, so we cancelled it and refunded the purchase the next day during business hours. We have documentation in our email correspondence and from the credit card processor to show all of the above to be correct and true.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Again, NFC Performance is showing poor customer service based on their response alone. NFC Performance is stating that they did their part by notifying us (the consumer) to test all products before installation. However, they are leaving out the fact that we were sent the wrong size and in order to determine that the products were actually the wrong size, we had to first pay a professional to disassemble the headlights to place the product on the headlight itself to determine that we did not have the correct fitting sizes. Pre-testing the products to make sure that they light up and work as advised by NFC Performance does not eliminate the fact that NFC Performance is at fault since not only did they send a mismatched set of lights, but they also sent the wrong sizes. After notifying NFC Performance of these issues, they requested pictures in which we were happy to forward to them. However, not only is NFC Performance not willing to take credit for the mistake and issue a refund, but they are not willing to do anything for us. As a result, we the consumer are left with an unusable product.Please see the attached photos for the mismatched color set that we were sent, and also the wrong sizing photos showing that the product is too large to stay on the the headlights.Regards,[redacted]
Complaint: [redacted]I am rejecting this response because: My grandson was the one who placed this order and he is only 16 years old, the paperwork that came with the item told us how to return the product and we did so and it did not state we had to contact them to return it and on that paperwork it stated a 5% restocking fee and has ship returns to AAC Enterprises and place for reason for return. I would never have returned this product had I known how much of [redacted] money they were going to keep. We could have sold this on EBay for what we purchased it for or more! It was the most confusing purchase I have ever seen paperwork had [redacted] on it, stated to return to AAC Enterprises Inc and customer was NFC Performance, try to figure that one out!!!Sincerely,[redacted]
This customer sent back the item without notifying us of returning (not including an RMA # or return paperwork)We refunded it as our policies stateThey contacted us on May 7th and 10th, both of which were responded to stating the reasoning for the refund amount since those are the policiesThe customer then contacted the manufacturer directly and because the the manufacturer quoted a different restocking fee based on their own internal policies, the customer is trying to hold us responsible for the policies of a completely different company (in this case, the manufacturer)The manufacturer has told us they did let the customer know that their internal restocking is for their own direct customers only and if someone orders through a third-party vendor (like this customer did with us), then they are subject to that company's policiesWe are abiding by our policies which were repeatedly communicated to the customer and are also posted all over our website, including in the footer of every page of our website, linking to our Shipping & Returns policy located at http://www.nfcperformance.com/shipping-returns
Thank you for your letter regarding the complaint filed against usAs I'm sure you can understand, the custom auto parts industry is a complicated oneThis is why we send our customers several communications along the ordering process, including when they first order, telling them to "bench test" every part immediately upon receiving the product and before installing itThis customer clearly did not do the bench test we urge them repeatedly to do to prevent "costly installations" that might have to be fixedOn occasion, a light might even get damaged during shipping and not light up properly, again why bench testing is so importantHere is the exact language we send them immediately and automatically upon ordering (I can forward you a copy of the entire email we sent this exact customer upon your request): ***BEGIN [redacted] ***Very Important Shipping Information: It is very important that you open and inspect your package immediately up on receiving it Because of UPS and USPS shipping policies regarding damaged shipments, you must notify us about any damaged parts within hours of receivingyour package so that we can file a claim with the shipping companyParts that arrive damaged that you have not inspected and have not notified us of the damage within hours will not be replaced free of chargeOnce you notify us of the damage, the shipping company will conduct an investigation and their determination stands If you bought Oracle Lighting products, Oracle requires that they are notified within hours of receiving any defective parts in order for them to pay for the return shipping of the defective itemsWhen inspecting the contents of your package, you should “Bench Test” each light to make sure it is functioning properlyThis involves simply connecting the positive wire to a 12V power source and the negative wire to a "ground"If you bought CCFL or PLASMA Halos, you must use the inverters that came with your kit just like if you were installing them on the vehicle itselfIf there are any defects withyour lights, you must notify NFC Performance within hours of receiving your package in order to have Oracle Lighting pay for the return shipping ofyour partsIf you do not notify us of defects within hours, you will be responsible for the return shipping cost to Oracle (which is usually just a few dollars)Whether you notify us of defective parts or not within hours, Oracle will still ship you the new replacment parts that are covered under warranty at their expense If you purchased an Oracle Halo Kit for your headlights, fog lights, or tail lights, professional installation is recommendedIf you plan on installing the lights yourself, be sure to check out our Oracle Halo Installation Tips Page so that you can see for yourself what is involved in the installation process before your order ships ***END [redacted] As for the claim that the sizes were incorrect, customers sometimes believe the size is incorrect just because they don't know how to install itThat's why we have technicians available to help walk them through the installation step by stepWe ask them to measure the halos for precise proof that they are the wrong size or so that we know it's just that the customer isn't installing them properly if they are the correct sizeThis customer says they won't measure them, which makes the determination impossible In a complicated industry like custom automotive parts, it's important for customers to follow instructionsWe send these instructions to them repeatedly as part of the order process, yet again when the order shipsWe cannot be blamed when customers don't follow instructions Sincerely,Matthew D [redacted] NFC Performance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Again, NFC Performance is showing poor customer service based on their response alone NFC Performance is stating that they did their part by notifying us (the consumer) to test all products before installation However, they are leaving out the fact that we were sent the wrong size and in order to determine that the products were actually the wrong size, we had to first pay a professional to disassemble the headlights to place the product on the headlight itself to determine that we did not have the correct fitting sizes Pre-testing the products to make sure that they light up and work as advised by NFC Performance does not eliminate the fact that NFC Performance is at fault since not only did they send a mismatched set of lights, but they also sent the wrong sizes After notifying NFC Performance of these issues, they requested pictures in which we were happy to forward to them However, not only is NFC Performance not willing to take credit for the mistake and issue a refund, but they are not willing to do anything for us As a result, we the consumer are left with an unusable product.Please see the attached photos for the mismatched color set that we were sent, and also the wrong sizing photos showing that the product is too large to stay on the the headlights.Regards, [redacted] ***
This customer initially reached out via site contact form stating "Unfortunately I need to return items from NFC Performance Order Confirmation (#***)This was bought as a gift and cannot be used item is unopened and in original packaging." Upon looking into the customers order and verifying accuracy of order number and name, an RMA number was generated and forwarded to the customer as seen at the bottom of the email correspondence (pasted below)Upon receipt of further information from the customer concerning dissatisfaction, every policy has been followed to help resolve this customer issue; we have now requested visual proof of defects twice so as to begin warranty procedures NFC Performance 9:AM (minutes ago)to [redacted] Good morning [redacted] , Sorry for the delayed reply, I wanted to do some extra verification steps to ensure I gave you the correct information from the Oracle Warranty Departmentwarranty returns, as they are typically claimed after installation, can only be returned for repair/replacement; since your item hasn't been installed as of yet and your bench test found potential defects we can certainly assist you with the warranty processIf you can supply me with picture or video of the unexpected issues you are experiencing, I will personally get them to Oracle for review to get you taken care of.Again, thank you for your patience and have a great day.Respectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Tue, May 16, at 1:PM, [redacted] < [redacted] [redacted] @icloud.com> wrote:Hello, I do understand that with any business there are expenses and revenuesThankfully because I purchased an item you will then have generated revenueHowever when a customer much like myself is not satisfied with an item purchased there are expences generated on that when a vendor (you) include free shipping with purchasesIn order to run a profitable business one would then assume that if FREE shipping is being offered you would then have an additional markup on said product(s) to offset the expense of shipping All of that aside you have already markan item to generate a profit, as a vendor for said product(s) You see I not only run a small local business myself but I do hold a degree in businessSo I do understand there are expenses, perhaps you don't really understand the way business worksAs stated BEFORE the item was not opened when I inquired on a return, thus you would have received an unopened product (well of them seeing how I purchased 2) that could have been easily resold, the shipping box had not even been opened as stated it was a gift that I later found out was not going to work as intendedI was unfortunately not able to 'cancel' the order once I found this out as I was informed it was already processed and being shippedAt that point, I waited for the delivery in hopes to return an unopened item.At that point, I was informed of a 25% loss plus return shipping on my part (again let's go to that running a business logic), in which there would be no loss on your part to just restock an unopened unused itemAs mentioned in the details of your website: "SATISFACTION GUARANTEED".As defined satisfaction; fulfillment of one's wishes, expectations, or needs, or the pleasure derived from this.guarantee; a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durabilityAt this time there has not been a fulfillment of my expectations or needsBeing you guarantee that satisfaction withing certain needs, again which are not being met, as the item(s) themselves are not of the quality expectedAlso per the details of the website:You've received the product but you've decided you want to return it: If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:The item must be unopened, unused, and still in the original packagingThe item must not be customized (pre-assembled complete halo headlights are considered customized items that fall under this non-returnable policy).You must ship the items back to us within calendar days of receiving the item or you will not be eligible for a refundIf you ship parts back after days you will be responsible for paying for return shipping to you within business days or else your parts may be discarded without being refunded or reshipped to you.You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.As far as I read this, I met ALL requirements, there is NOTHING about cutting losses on my end, your inability to do business is not the buyer's faultYou received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: You should immediately "Bench Test" your item upon receipt and notify us within hours of any defectsIf the item isn't working correctly, and it does not appear to have been damaged during shipping, we can get you new parts at no cost to you as long as we are notified within hours of receipt of your packageIf there are defects after hours of receipt, the manufacturer is responsible for any manufacturing defects or deficiencies with its productsWarranty Claims can be filed for replacements needed using the information on this page(If the item is damaged or defective due to shipping damages, please see situation directly below.)Upon "bench testing" it was discovered that the light angle shifts when you select a different color, also there is no true 'white' hue (it is a rainbow color)I suppose the item then does not work correctly, I do not see any details about the shifting of light angle when a different color is selected NOR do I see anything about there not being a white color optionFurthermore, per your website;Damages, Returns & ExchangesYour satisfaction is our top priority.If this is the case then I will happily RETURN your product with paid shipping for a FULL refundWhat you choose to do on behalf of your relation to Oracle lighting has nothing to do my relation to youI did not purchase directly from Oracle I bought directly from you as a vendor of OracleTherefore I an not satisfied with the product purchased from you and that is the fact of the matterYou may choose to do what you will with the Oracle product.On May 16, 2017, at 08:AM, NFC Performance wrote:Good morning [redacted] ! I am deeply sorry about the dissatisfaction you are experiencing, and I do understand your frustration; it is my utmost priority to ensure you are happy with service and product, so you have my appreciation for bringing this to my attention When it comes to returns, as you know there are expenses for services provided to return the product, as is standard across every industry; if there is nothing wrong with the item and it merely cannot be used or isn't wanted, those expenses are the responsibility of the customer, as is mentioned in detail on our websiteThese policies are in place to protect everyone involvedHowever, if indeed the wrong item was shipped or the item is defective, it is certainly a responsibility assumed by OracleIf this is the case I want to do everything within my power to get this taken care of for you, and just need a few things to get the process started.Concerning the items you claim are not as expected, if you can provide me with clear details as to what is wrong and supply pictures as well, I'd be happy to get that proof to Oracle so that they can enact a return and full refundThank you for your timeRespectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Mon, May 15, at 7:PM, < [redacted] [redacted] @icloud.com> wrote:At this time I am not satisfied with this orderBecause you wanted to less the return/refund I tested the lights to find they are not as expected and I want a full refund upon return or I will be submitting a claim with Revdex.com, my CC and will be writing reviews on all platforms about service and product[redacted] General ManagerMobile MailOn May 8, 2017, 9:AM -0700, NFC Performance , wrote:Hello, I am so sorry to hear that your order is not going to work out for youWe can take the return per our Shipping & Returns PolicyBecause of the restocking fees and shipping charges we incur, a 25% restocking fee and the actual cost of shipping the item to you is deducted from the purchase price to arrive at the refund amountPlease be aware that your kit must be in new and unused condition to be eligible to returnKits that have been installed are no longer new and unusedWhen you fill out the attached form, use order # [redacted] Send the item along with the attached form to:NFC PerformanceRMA #***Division St.Metairie, LA 70002If you do not include the attached form with all of the requested information your order will be returned to you at your expensePlease send tracking details so I can be watching for the shipment and let us know when you see the package has arrived If you have any additional questions please reply backYour return must arrive to the address listed above within days of the date the delivery was originally made to you.Respectfully,Obie JCustomer ServiceNFC Performance
Hello Mr. ***,We'd like to apologize for the delay in working to resolve this issue for youWe have been somewhat short staffed as we've been training a new customer service representativeMy understanding is this issue is being resolved with you directly now - but if you still have any
concerns please don't hesitate to contact me directly at [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have not received my product back yet, but the customer service rep is responding to my emails timely and will hope that this continues until I have received my defective product back in good working condition
Sincerely,
*** ***
Thank you for your letter regarding the complaint filed against us. As I'm sure you can understand, the custom auto parts industry is a complicated one. This is why we send our customers several communications along the ordering process, including when they first order, telling them to "bench test"...
every part immediately upon receiving the product and before installing it. This customer clearly did not do the bench test we urge them repeatedly to do to prevent "costly installations" that might have to be fixed. On occasion, a light might even get damaged during shipping and not light up properly, again why bench testing is so important. Here is the exact language we send them immediately and automatically upon ordering (I can forward you a copy of the entire email we sent this exact customer upon your request):
[redacted]BEGIN[redacted]
[redacted]Very Important Shipping Information:
It is very important that you open and inspect your package immediately up on receiving it.
Because of UPS and USPS shipping policies regarding damaged shipments, you must notify us about any damaged parts within 24 hours of receivingyour package so that we can file a claim with the shipping company. Parts that arrive damaged that you have not inspected and have not notified us of the damage within 24 hours will not be replaced free of charge. Once you notify us of the damage, the shipping company will conduct an investigation and their determination stands.
If you bought Oracle Lighting products, Oracle requires that they are notified within 24 hours of receiving any defective parts in order for them to pay for the return shipping of the defective items. When inspecting the contents of your package, you should “Bench Test” each light to make sure it is functioning properly. This involves simply connecting the positive wire to a 12V power source and the negative wire to a "ground". If you bought CCFL or PLASMA Halos, you must use the inverters that came with your kit just like if you were installing them on the vehicle itself. If there are any defects withyour lights, you must notify NFC Performance within 24 hours of receiving your package in order to have Oracle Lighting pay for the return shipping ofyour parts. If you do not notify us of defects within 24 hours, you will be responsible for the return shipping cost to Oracle (which is usually just a few dollars). Whether you notify us of defective parts or not within 24 hours, Oracle will still ship you the new replacment parts that are covered under warranty at their expense.
If you purchased an Oracle Halo Kit for your headlights, fog lights, or tail lights, professional installation is recommended. If you plan on installing the lights yourself, be sure to check out our Oracle Halo Installation Tips Page so that you can see for yourself what is involved in the installation process before your order ships.
[redacted]END[redacted]
As for the claim that the sizes were incorrect, customers sometimes believe the size is incorrect just because they don't know how to install it. That's why we have technicians available to help walk them through the installation step by step. We ask them to measure the halos for precise proof that they are the wrong size or so that we know it's just that the customer isn't installing them properly if they are the correct size. This customer says they won't measure them, which makes the determination impossible.
In a complicated industry like custom automotive parts, it's important for customers to follow instructions. We send these instructions to them repeatedly as part of the order process, yet again when the order ships. We cannot be blamed when customers don't follow instructions.
Sincerely,Matthew D[redacted]NFC Performance
This customer sent back the item without notifying us of returning (not including an RMA # or return paperwork). We refunded it as our policies state. They contacted us on May 7th and 10th, both of which were responded to stating the reasoning for the refund amount since those are the policies. The...
customer then contacted the manufacturer directly and because the the manufacturer quoted a different restocking fee based on their own internal policies, the customer is trying to hold us responsible for the policies of a completely different company (in this case, the manufacturer). The manufacturer has told us they did let the customer know that their internal restocking is for their own direct customers only and if someone orders through a third-party vendor (like this customer did with us), then they are subject to that company's policies. We are abiding by our policies which were repeatedly communicated to the customer and are also posted all over our website, including in the footer of every page of our website, linking to our Shipping & Returns policy located at http://www.nfcperformance.com/shipping-returns.
This customer initially reached out via site contact form stating "Unfortunately I need to return items from NFC Performance Order Confirmation (#[redacted]). This was bought as a gift and cannot be used item is unopened and in original packaging." Upon looking into the customers order and verifying...
accuracy of order number and name, an RMA number was generated and forwarded to the customer as seen at the bottom of the email correspondence (pasted below). Upon receipt of further information from the customer concerning dissatisfaction, every policy has been followed to help resolve this customer issue; we have now requested visual proof of defects twice so as to begin warranty procedures. NFC Performance <[email protected]>9:11 AM (0 minutes ago)to [redacted] Good morning [redacted], Sorry for the delayed reply, I wanted to do some extra verification steps to ensure I gave you the correct information from the Oracle Warranty Department. Normal warranty returns, as they are typically claimed after installation, can only be returned for repair/replacement; since your item hasn't been installed as of yet and your bench test found potential defects we can certainly assist you with the warranty process. If you can supply me with picture or video of the unexpected issues you are experiencing, I will personally get them to Oracle for review to get you taken care of.Again, thank you for your patience and have a great day.Respectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Tue, May 16, 2017 at 1:14 PM, [redacted] <[redacted].[redacted]@icloud.com> wrote:Hello, I do understand that with any business there are expenses and revenues. Thankfully because I purchased an item you will then have generated revenue. However when a customer much like myself is not satisfied with an item purchased there are expences generated on that when a vendor (you) include free shipping with purchases. In order to run a profitable business one would then assume that if FREE shipping is being offered you would then have an additional markup on said product(s) to offset the expense of shipping. All of that aside you have already marked-up an item to generate a profit, as a vendor for said product(s). You see I not only run a small local business myself but I do hold a degree in business. So I do understand there are expenses, perhaps you don't really understand the way business works. As stated BEFORE the item was not opened when I inquired on a return, thus you would have received an unopened product (well 2 of them seeing how I purchased 2) that could have been easily resold, the shipping box had not even been opened as stated it was a gift that I later found out was not going to work as intended. I was unfortunately not able to 'cancel' the order once I found this out as I was informed it was already processed and being shipped. At that point, I waited for the delivery in hopes to return an unopened item.At that point, I was informed of a 25% loss plus return shipping on my part (again let's go to that running a business logic), in which there would be no loss on your part to just restock an unopened unused item. As mentioned in the details of your website: "SATISFACTION GUARANTEED".As defined satisfaction; fulfillment of one's wishes, expectations, or needs, or the pleasure derived from this.guarantee; a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability. At this time there has not been a fulfillment of my expectations or needs. Being you guarantee that satisfaction withing certain needs, again which are not being met, as the item(s) themselves are not of the quality expected. Also per the details of the website:You've received the product but you've decided you want to return it: If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:The item must be unopened, unused, and still in the original packaging. The item must not be customized (pre-assembled complete halo headlights are considered customized items that fall under this non-returnable policy).You must ship the items back to us within 30 calendar days of receiving the item or you will not be eligible for a refund. If you ship parts back after 30 days you will be responsible for paying for return shipping to you within 3 business days or else your parts may be discarded without being refunded or reshipped to you.You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.As far as I read this, I met ALL requirements, there is NOTHING about cutting losses on my end, your inability to do business is not the buyer's fault. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: You should immediately "Bench Test" your item upon receipt and notify us within 24 hours of any defects. If the item isn't working correctly, and it does not appear to have been damaged during shipping, we can get you new parts at no cost to you as long as we are notified within 24 hours of receipt of your package. If there are defects after 24 hours of receipt, the manufacturer is responsible for any manufacturing defects or deficiencies with its products. Warranty Claims can be filed for replacements needed using the information on this page. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)Upon "bench testing" it was discovered that the light angle shifts when you select a different color, also there is no true 'white' hue (it is a rainbow color). I suppose the item then does not work correctly, I do not see any details about the shifting of light angle when a different color is selected NOR do I see anything about there not being a white color option. Furthermore, per your website;Damages, Returns & ExchangesYour satisfaction is our top priority.If this is the case then I will happily RETURN your product with paid shipping for a FULL refund. What you choose to do on behalf of your relation to Oracle lighting has nothing to do my relation to you. I did not purchase directly from Oracle I bought directly from you as a vendor of Oracle. Therefore I an not satisfied with the product purchased from you and that is the fact of the matter. You may choose to do what you will with the Oracle product.On May 16, 2017, at 08:23 AM, NFC Performance <[email protected]> wrote:Good morning [redacted]! I am deeply sorry about the dissatisfaction you are experiencing, and I do understand your frustration; it is my utmost priority to ensure you are happy with service and product, so you have my appreciation for bringing this to my attention. When it comes to returns, as you know there are expenses for services provided to return the product, as is standard across every industry; if there is nothing wrong with the item and it merely cannot be used or isn't wanted, those expenses are the responsibility of the customer, as is mentioned in detail on our website. These policies are in place to protect everyone involved. However, if indeed the wrong item was shipped or the item is defective, it is certainly a responsibility assumed by Oracle. If this is the case I want to do everything within my power to get this taken care of for you, and just need a few things to get the process started.Concerning the items you claim are not as expected, if you can provide me with clear details as to what is wrong and supply pictures as well, I'd be happy to get that proof to Oracle so that they can enact a return and full refund. Thank you for your time. Respectfully,Obie JCustomer ServiceNFC Performance'Attitude is a little thing that makes a big difference.' ~Winston ChurchillOn Mon, May 15, 2017 at 7:46 PM, <[redacted].[redacted]@icloud.com> wrote:At this time I am not satisfied with this order. Because you wanted to less the return/refund I tested the lights to find they are not as expected and I want a full refund upon return or I will be submitting a claim with Revdex.com, my CC and will be writing reviews on all platforms about service and product.[redacted]General ManagerMobile MailOn May 8, 2017, 9:32 AM -0700, NFC Performance <[email protected]>, wrote:Hello, I am so sorry to hear that your order is not going to work out for you. We can take the return per our Shipping & Returns Policy. Because of the restocking fees and shipping charges we incur, a 25% restocking fee and the actual cost of shipping the item to you is deducted from the purchase price to arrive at the refund amount. Please be aware that your kit must be in new and unused condition to be eligible to return. Kits that have been installed are no longer new and unused. When you fill out the attached form, use order #[redacted]. Send the item along with the attached form to:NFC PerformanceRMA #[redacted]4401 Division St.Metairie, LA 70002If you do not include the attached form with all of the requested information your order will be returned to you at your expense. Please send tracking details so I can be watching for the shipment and let us know when you see the package has arrived. If you have any additional questions please reply back. Your return must arrive to the address listed above within 30 days of the date the delivery was originally made to you.Respectfully,Obie JCustomer ServiceNFC Performance
This customer's order was refunded the same day that they said they talked to our company, March 9th, 2016. The products they ordered had simply gone out of stock at the time of the order. We notified the customer right away on the same day they ordered, March 8th, 2016. The customer didn't want to...
keep their order, so we cancelled it and refunded the purchase the next day during business hours. We have documentation in our email correspondence and from the credit card processor to show all of the above to be correct and true.
Please let me know if you have any questions.
Sincerely,
Matthew D[redacted]
CEO
NFC Performance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Again, NFC Performance is showing poor customer service based on their response alone. NFC Performance is stating that they did their part by notifying us (the consumer) to test all products before installation. However, they are leaving out the fact that we were sent the wrong size and in order to determine that the products were actually the wrong size, we had to first pay a professional to disassemble the headlights to place the product on the headlight itself to determine that we did not have the correct fitting sizes. Pre-testing the products to make sure that they light up and work as advised by NFC Performance does not eliminate the fact that NFC Performance is at fault since not only did they send a mismatched set of lights, but they also sent the wrong sizes. After notifying NFC Performance of these issues, they requested pictures in which we were happy to forward to them. However, not only is NFC Performance not willing to take credit for the mistake and issue a refund, but they are not willing to do anything for us. As a result, we the consumer are left with an unusable product.Please see the attached photos for the mismatched color set that we were sent, and also the wrong sizing photos showing that the product is too large to stay on the the headlights.Regards,[redacted]
Complaint: [redacted]I am rejecting this response because: My grandson was the one who placed this order and he is only 16 years old, the paperwork that came with the item told us how to return the product and we did so and it did not state we had to contact them to return it and on that paperwork it stated a 5% restocking fee and has ship returns to AAC Enterprises and place for reason for return. I would never have returned this product had I known how much of [redacted] money they were going to keep. We could have sold this on EBay for what we purchased it for or more! It was the most confusing purchase I have ever seen paperwork had [redacted] on it, stated to return to AAC Enterprises Inc and customer was NFC Performance, try to figure that one out!!!Sincerely,[redacted]
We have been in contact with the consumer. We have sent him additional stuff.