Onyx

Review: I placed an order with Carid on May 8th of this year. Order # 12842149. I received the wheels on May 26th, At the beginning of June I called CarId because I still had not received the wheel locks that I ordered along with the wheels. On June 23rd I called CarId and requested to have a credit back to my account for the wheel locks. It is now July 9th, and I still have not received the credit to my credit card. There wait and their hold time on the phone is extremely long it is nothing to be on hold with them for over 20 mins even when initially placing the order. I want my credit back for my wheel locks. The product on their website is beautiful and I do love my wheels but their customer service is one of the most awful ordeals I have dealt with trying to order product. Going forward I will not have any dealings with them.Please assit me in receiving my credit back from this company.Desired Settlement: Refund back for the wheel locks I never received.

Business

Response:

Per UPS [redacted], we show the wheel locks were delivered on 7/3. It was left at front door. If I can assist further, please find my contact details below.

Review: I purchased a new set of wheels and tires to be placed on a new vehicle that purchased in [redacted]. The wheels and tires were mounted and shipped from Carid. Shortly after taking ownership of the vehicle, and on a return trip to [redacted], [redacted] I had two tires lose air and become critically low with air pressure. I stopped and aired them up and continued on my trip home. Several miles later the same two tires became critically low again requiring the attention of a mechanic at 2:00 am in the morning. After removing the tire and inspecting it he deemed that there was no leak and aired them up and we were on our way again. 30 miles later I had two flat tires and was stranded in [redacted], [redacted]. The next day I had a mechanic remove the tires from the rim and in doing so discovered a "tag" mounted in between the rim and the tire on one wheel but no apparent malfunction on the other. Pictures were taken and sent to the company and they admitted to poor quality assurance and refunded money for my expenses. The tires continue to fluctuate with the course of city driving slowly loosing air. On a second trip to [redacted] , [redacted] I once again became stranded this time with my two sons and my wife in the middle of now where. Literally 50 miles from the nearest mechanic. I was able to get air from a rancher to get me to [redacted] where I had another mechanic look at the wheels and tires. He could not find any leaks so he aired them up and I began my trip home of 230 miles. After two "air stops" I finally made it back to my home town. I called the company and explained my problem and they said the only way that they company would warranty the wheels is if they could do a manufacture inspection. I said that is fine but I will need replacements to keep my suburban running. They stated that they could not do that and that it was my problem that I didn't have any replacements to put on my brand new vehicle even though the problem cam frm poor workmanshipDesired Settlement: I am asking that they refund the price of the two additional rims I had to purchase to keep my vehicle in service ( plus shipping I will send the rims back) and that they provide the original manufacture parts to remedy the problem. In addition, I am requesting that they cover the costs of the repair bill for the technician who finally diagnosed the problem as being faulty air pressure sensors that were installed at the factory. It is my conclusion as well as the auto mechanic's that all of the problems were a direct result of poor workmanship when the items were installed at the factory.

Business

Response:

10/25/13

Complaint ID: [redacted]

Name: [redacted]

Date filed: 10/24/13

Date completed: 10/25/13

PO# [redacted]

Item: Replacement Wheels

[redacted],

We do not contest the findings; unfortunately, Mr. [redacted] experienced some issues with the wheel and tire package that he ordered from

us. As he stated in his complaint, we have compensated him for his past troubles.

It was made clear to Mr. [redacted] at the time of placing the order for two replacement wheels, that if the problem with his current wheels

was not a warranty issue, he would then own the two additional wheels as well since they are non-refundable once the tires are mounted and balanced on them.

Upon receiving the new wheels Mr. [redacted]’s mechanic dismounted the tires from the existing wheel and was able to diagnose the real

problem (a leaky grommet on the TPMS sensor). For some reason, after diagnosing this easily fixable issue, they proceeded to remount the tires of the new

wheels making them un-returnable.

If the problem was identified and corrected on the original wheels, there would be no issue in returning the two additional wheels.

We have recorded phone calls in which Mr. [redacted] explicitly states that he understands and agrees to these terms and conditions. This can

be provided upon request.

Consumer

Response:

This has not been resolved. I concur that I ordered the two rims however it is only because Carid did not offer a viable option while the two rims in question were being evaluated.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not disputing their return policy. What I contend is that because of poor workmanship, installation of the tires on the rims at their company, I had to endure an incredible amount of stress. Not to mention the fact that my family and I were stranded in the winter in Wyoming not once but three times due to this poor workmanship. They have admitted and reimbursed me for part of the issue. When it could not be determined what was causing the issue I called and talked to [redacted]. I asked what were the options in regard to getting wheels that were not defective and he explained that his company would not return custom wheels unless they failed a manufacture inspection. I said fine I will send them back so that they can be inspected so send me replacements so that my car is not on blocks while I am waiting. He stated that his company would not do that and indicated that he understood my problem but would do nothing to help remedy it. The only option so that I would not be without a car was to order two additional rims. So my problem here is that the company, CARiD, would not honor their product when the issue had originated from and had proven to be the fault of poor workmanship during the installation process. Had they sent me two new rims and accepted the returns we wouldn't be in this situation. I also have pictures of the poor quality of workmanship taken at one of the three mechanics I had to visit. as well as a sworn statement from a mechanic that I would be glad to make public as well in addition to the numerous emails from "[redacted]" at CARiD apologizing for the quality and their many promises to "make it right".

Regards,

Business

Response:

12/2/13

Complaint ID: [redacted]

Name: [redacted]

Date filed: 10/24/13

Date completed: Rejection to Revdex.com Response 12/1/13

PO# [redacted]

Item: Replacement Wheels

[redacted],

Mr. [redacted] was made aware that prior to ordering 2 additional wheels, if there were no manufacturer defects with the

wheels, he would not be able to return the two new wheels that he had ordered. At the time the wheels were received the issue causing the leak was identified and

remedied. The original wheels are in sound working order and are being returned to Mr. [redacted].

We have compensated Mr. [redacted] for the issues he experienced with the wheels in an effort to provide a satisfactory customer experience.

We have been clear with Mr. [redacted] from the beginning on what his options were. As we previously stated and have informed

Mr. [redacted], the two additional wheels ordered cannot be returned.

I have several telephone numbers listed for Mr. [redacted] and emailed him as well to address his concerns to no avail. I hope

this will satisfy Mr. [redacted]’s concerns as he has not responded to my email either.

###-###-#### on 12/4 lm for Mr. [redacted] (from Revdex.com site)

###-###-#### on 12/3 left a message with [redacted] as he is only there once a month.

[redacted], email sent 12/3.

###-###-#### on 12/2, not Mr. [redacted] tele#, this belongs to his body shop.

###-###-#### on 12/2 left a voicemail. On 12/3 received a call stating I had wrong tele#. (from Revdex.com site)

###-###-####

Review: I purchased rims (4) for my vehicle. Fitment was guaranteed. Upon receiving the rims, in looking for the included bolts, One at a time, I lifted the rims out of the boxes checking for the bolts, and with rims still in hand, I placed them back in the boxes. The bolts were in the last box. I went to have them mounted on my car. The technician took one rim out of the box and held it up to the vehicle checking for fit. before mounting any rim. He then informed me that the rims would not fit on my vehicle The rim he held up was put right back in the box. CARiD was informed of the rims not fitting. They wanted a picture of the rim not fitting.. I went back to the technician , he took the rim out of the box ,held it up next to the vehicle. I took a picture and the rim was placed back in the box. I requested return labels to send the rims back. After some hassle from CARiD I finally got the return labels.. They were packaged up as requested and set back. The are now claiming two of the rims are damaged with dirt and scratches. That's impossible. Three of those rims were out of the box for seconds in looking for the bolts and that was done in my foyer. The fourth rim was out twice by the technician NO DAMAGE WAS DONE TO ANY RIM. They want to charge me for two rim which is just them ripping me off.Desired Settlement: total refund of $411.96

Business

Response:

Janice,This order is on hold as there is a charge back started. In addition, two of wheels returned from UPS damage and are going through inspection. I am not able to rush this process but wanted to inform you what is causing the delay in my response.I need this open until damage claim is closed. I tmay take 7-10 business days.

Review: I ordered seat covers from Carid on June 6th, I recieved after July 4th. After opening the box I noticed the passegner front seat cover was coming undone at one of the seams. I also tried fitting the seat covers and they did not fit as advertised. I contacted Carid via refund/email on there website on July 9th. On July 10th I was contacted and for to provide pictures and the vin, which I did. on the 11th told they were getting the manufacturer and I would receive updates 24-48 hours. On the 14th I was told that the manufacturer recommends pulling tighter and through openings and for me to specify if I wanted the passenger front seat replaced. On the 15th I was told I would receive an email within 24-48 hours with a RMA and UPS label to return the front passanger seat cover. On the 17th I receive another email from someone completely different from before telling that they contacted the manufacturer and they state i'm installing the seat covers incorrectly. On the 20th I forwarded that email to Mary [redacted](who i've been dealing with this whole time) as to why I would receive this. She replied that she was contacting the manufacturer again and I would get updates within 24-48 hours. Today (22nd) I sent an email stating about there return process and that I needed a response by tomorrow the 23rd. She responds that I should receive the RMA paperwork shortly again. Needless to say I still havent received anything.Desired Settlement: I want a full refund for all the seat covers $221.55 and mailing labels to return all seat covers.

Business

Response:

The return paper was emailed to her on 7/23. According to the UPS website the following UPS labels [redacted] & [redacted] are out for delivery to the manufacture on 7/29. Once received at the manufacture's end, the items will be inspected and an outcome of the refund will be email to the client. If I can be of further assistance, let me know. Please find my contact details listed below.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and yes I received the return paperwork and shipped the seat covers out on 7/24. I'm currently waiting for the manufactuer to receive and CarID to issue my refund.

Review: 6-11-15..On 6-4-15..I placed an order for a pair chrome mirror covers . I did not receive the left and right. I RECEIVED 2 RIGHT chrome mirror covers instead of the left and right. I contacted them twice I was suppose to received return lable e-mailed to me within 2 days. I DID NOT receive the return lable. I called again the same story .I asked what happens if I don' receive the return label again.This time they said by 6-12-15. They said call again . Call again I ..I am out $71.40 and have the wrong merchandise.I do not want a refund I want the correct item I Paid for.Desired Settlement: EXCHANGE FOR RIGHT AND LEFT 2011 MKX CHROME MIRROR COVERS WHAT I PAID FOR...

Business

Response:

We did receive the request for exchange on 6/8, the process takes 3 business days and on 6/10 we submitted the return paper work from the manufacturer. On 6/12, we sent the return paper work to the client.I agree there was a delay and certainly apologize. In reviewing his order, we have since sent the correct item per UPS [redacted]it is out for delivery. Please be advised of the new Purchase Order [redacted]As a token of appreciation, I sent a $15.00 gift card to use for future purchases. E

Review: when I found [redacted] website they said they had my parts in stock and there web said 24 to 72 hr shipping. will ship before christmas ... I made a order and paid on Dec 18 2014. web site is now changed and they dont answer phones or call back. so where is my parts? no one knowsDesired Settlement: my parts delivered now!! someone stop there false advertising on the web

Business

Response:

I apologize however, when we submitted the order, the item became out of stock due to the holidays per manufacturer. We are refunding the Customer as he cancelled the order, understandably so. As a result I did send a $25.00 gift card for his inconvenience. If he wants to notify me prior to placing an order, I will personally call the Manufacturer and check on availability. I will also get him the best price possible. I am deeply sorry about the item not being available after he place the order for the holiday. I will make sure he is taking care of in the future and see to it he receives the service he deserves. [redacted]Consumer Relations Manager###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I cancelled my order and will never do business with them again

Review: I attempted to order taillights from [redacted] because on their website it said they were "in stock" and would ship to my house within 3-5 business days. A couple days after I placed my order, the ship date was moved to about one month later. I called asking why my ship date was moved and was informed that it was because the manufacturer still needed to make them. I asked if that ship date will likely be accurate and she said yes. My next ship date arrived and I checked [redacted] for the status of my order only to find that my ship date had been moved again to another two months. I called again and asked why my ship date was moved and the lady again ensured me that they would arrive on time. I finally had to cancel the order after that third ship date and I had to wait a week for the money to be put back on my account so I could order them from someone who actually has them "in stock" and not lying in hopes to keep my money. I work for [redacted] and we would NEVER conduct business this way. We used to carry the exact taillights I was trying to order but we discontinued them because the manufacturer has stopped producing them at this time. That is why I started searching online hoping someone still had a set in their warehouse. Instead I got fooled into false advertising and wasted four months waiting for these taillights when I could have ordered them from [redacted] and received them in a week, which is what I ended up doing. Several customers I have talked to have also had these problems with [redacted]. I will no longer recommend this site to my customers.Desired Settlement: I would like to see them change their website to give accurate availability of products and accurate ship dates. Also they should not take the customers money until the product actually exists and is ready to be shipped by [redacted] themselves. If they have trouble doing this then they should close their doors.

Business

Response:

[redacted],We understand his item was back order, however we notify him and ask how does he want to proceed. At this time, he has the option of cancelling rather than to wait. As far as our site needing an update, we can only update the availability if the manufacture informs us and I do apologize for any inconvenience. We processed a refund in the amount of $211.48 on 2/10/15. [redacted]Consumer Relations Manager###-###-####

Review: I ordered a carbon fiber hood from them in May. A few weeks later I received a set of fenders for a car I don't own. Called them, they said I had to re-order the hood and send back the fenders. I ordered (they put through a new charge) the second hood. I packaged up the fenders in original packaging and sent them back. I put the labels that they sent me via email on the package. I asked them if they were setting up return shipping, they said it was up to me. I called ups (the original shipper) and arranged for the pick-up. [redacted] has the shipping rights in my area I've been told so a [redacted] van showed up to pick-up the item (fenders). A couple of weeks later the hood (actually a hood this time) showed up. Shortly after that Carid started calling me saying that they had not received the fenders back yet. I called them back and went through the process of how I had shipped the fenders back (original packaging, with forms they had sent me attached clearly on top of box, shipped through ups but got picked up by [redacted], last I saw of them). A rep from there credit department ([redacted]) took all this info. A couple days later he called back asking me all the same questions. And again and again. I had no new answers for them because I did not receive any tracking info because the package was sent to them. They said that they had tracking showing that the item was shipped but it did not arrive. At this point after several calls repeating the same info over and over they stopped calling so I thought it was resolved. Then I find a charge on my credit card for the item ($800). I call them to find out whats going on and they inform me that I am responsible to find the fenders for them or I have to pay for them. I call ups to try to find the fenders, they ask me fro tracking info. Both shipping companies tell me to deal with other one. Call carid for tracking info, they don't give it to me, say they are on it. Going on 6 months from 1st order, I'm out $800 no resolution.Desired Settlement: I just want my money back for the second charge. If they have an issue with the shipping company (lost item) thats between them. They said they had tracking showing the fenders were shipped. Proving that I shipped them. Why are they holding me for ransom on their shipping problem?

Business

Response:

Complaint ID: [redacted]

Name: [redacted]

Date filed: 10/3/13

Date completed: still being worked on

PO# [redacted]

Item: Carbon Fiber Hood

[redacted],

We are working diligently to resolve this for Mr. [redacted]. He has been more than patient with us and I appreciate his patience in the matter.

In speaking with [redacted] at ###-###-####, Customer Service Manager from [redacted] Shipping Company, she indicated that more time is needed in

order fully assess the lost claim. It appears that neither UPS nor [redacted] can confirm where the package is. [redacted] stated that this issue has been

escalated to her and she will do everything she can to finalize this complaint.

Mr. [redacted] should not have to wait for a refund; fortunately, [redacted] has admitted to being at fault of the lost claim. I must wait until they complete their

research. I understand the Mr. [redacted] is upset with us; however, we must utilize a shipping company to deliver his package, which is where the problem

lies. In addition, Mr. [redacted] is aware that the issue is with the shipping company.

I will continue to work with [redacted] and Mr. [redacted] until everyone reaches a mutual agreement. If you need further clarification, please advise.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

[redacted] Mcgregor

Review: I made a purchase on (9/2/15) their website (carid.com) of a Window Chrome Trim kit for a Cadillac CTS. The kit arrived and upon cursory inspection seemed fine. I mounting 6 of 10 parts satisfactorily. When I mounted the next piece, pulling off the protective tape as I went, I noticed a defect in the finish. I contacted them by phone the same day to report the defect and to get a warranty replacement for the four defective parts. I have since gone back and forth with them over the phone and through 21 emails explaining the issue and sending pictures. I got passed from one service rep to Adam, and now Alicia. They keep asking the same questions over and over without providing any answers or response from the manufacturer. Now Alicia is implying that I will not be able to get replacement parts under warranty but will have to buy individual replacement pieces. This company is not effectively and accurately representing a manufacturer defect back to the manufacturer and replacing the parts under warranty, or under good business practices of taking back defective parts.Desired Settlement: I would simply like the parts that are defective to be replaced. I don't need a whole 10 piece kit, simply the 4 that have manufacturer defects.

Business

Response:

Please find the replacement order PO# [redacted], per UPS tracking details [redacted], delivery info listed below:Scheduled Delivery:Friday, 10/16/2015, By End of Day.If you need additional information, let me know.

Review: I made a purchase to them last 03/18/2015 for a hyundai santa fe grille, but unfortunately I still did not receive the item until this very moment. I supposed to recieved the item a month after my purchase but they keep on changing the delivery date like every month multiple times already for the excuse that its their suppliers fault to procure the item.... If im not mistaken, its like 3-4 times that they promised a new delivery date but every time that date arrives nothing happens and the worst part is, they will not even bother to contact you unless you try to remind them by email or phone call... If you check by their website, they will claim its available...Desired Settlement: I just want my item on my doorways ASAP, and I think should there really a problem with the item procurement, they should offer other options even if it losing part on their suppliers part like supplying similar item... Thanks

Business

Response:

Janice,We provide alternatives if we have an them available, I apologize. This item is on back order and the client was advised accordingly, they choose to wait. Do they want to cancel the order?

Review: I ordered a tuff-bar brush guard and matching tail light covers from car id in the first of December and received it about 12 days later after 2 phone calls to customer service wondering if or when I was going to received them and after recieveing them I opened the box and realized they did not send brackets or bolts to mount the brush guard with which are a necessity and are custom to that brush guard and cant be bought anywhere else so after about 2-3weeks of me calling every day ( and im not exaggerating) and being told that no one was there that could handle my problem to try back later I finally get a hold of someone on January 6th 2014 that told me they were sending me brackets and bolts but not in the black which is the color of the brush guard but chrome because that's all they would have for quote quite a while and they told me they were shipping it out that day and I have yet to receive them and I have called and e-mailed today and have gotten nowhere other than it was mailed out, so im just very frusterated that I spent that much and its literally just sitting in my garage and It was a Christmas present for my daughters truck and shes been very disappointed that she cant mount it on her truck and ive tried to find the parts else where and I cant.Desired Settlement: I would just like the parts ( both brackets and bolts and instructions) I need to mount this brush guard on my daughters truck so she can actually enjoy her Christmas present.

Business

Response:

1/20/14

Complaint ID: [redacted]

Name: [redacted]

Date filed: 1/15/14

PO# [redacted]

Item in question: Euro Style Black Powdercoat Grille Guard [redacted]

Mr. [redacted] placed the order on 11/25/13; he only received a partial order. Mr. [redacted] should not have to continuously call us for an update. We should have kept him informed throughout the order.

We contacted the manufacturer on the status of the remaining item; unfortunately we had to wait for the part to be shipped. On 1/14/14, the manufacture offer if Mr. [redacted] would be interested

in a stainless steel mounting kit as their item was not available yet.

I believe this caused a problem because we should have addressed it by informing Mr. [redacted] that the item is not yet available but we do have other options available and proceeded to offer

the item. In addition, Mr. [redacted] was provided with several estimated shipping

dates that changed according to the manufacturer. This added to Mr.[redacted]

frustrations, which I do understand.

I called Mrs. [redacted] on 1/17 to express my sincere apology for the lack of information provided to them. She expressed the concerned of contacting several of the Representatives that was

not helpful. I assured her that I would pull the calls and address immediately.

We have taken the necessary steps to ensure this does not occur again.

On 1/18/14, the item was shipped and delivered. I sent an email to Mr. and Mrs. [redacted] to confirm the delivery. I sent via email a $30.00 gift card for their inconvenience. I am glad to

have customer like them that allow us the opportunity to address their concerns. If I can be of further assistance, please find my contact information below. Have a great day.

Consumer Relations

###-###-####

Review: Paid $6805.95 for wheels and tires. 5 boxes were delivered but they did not contain the center caps. After trying via online chat, email and phone, I cannot get any answer about the rest of my purchase. If it were as easy as just going to store I would but these are special center caps and I can't find them for sale anywhere. CARID needs to fulfill my order or issue a full refund with interest.Desired Settlement: Preferably I can get what I paid for but if they cannot deliver the product then they need to issue a refund. I have opened a dispute with Chase Bank, who funded the transaction over 3 months ago.

Business

Response:

Please find the latest communication from the customer...From: [redacted]Sent: Tuesday, August 18, 2015 3:41 PMTo: [redacted] - CARiD.comSubject: Re: CARiD.com: Information for order#[redacted] I will inspect the package this evening to ensure all itemsarrived and will let you know as soon as I can or cannot verify.

Consumer

Response:

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

Regards,

Review: I purchased a product through CarID on 3/6/2015 to perform a vehicle repair for an insurance company claim. Upon receipt of the part it was found to be of inferior quality and not what was advertised on the CarID website. They claim that products may need minor work performed to them for them to work however this product would require extensive work and also compromise the structural integrity of the vehicle. Once the part was received in the fine print it states that the product is meant for off road use and show purposes only because you have to alter the front bumper reinforcement bar or remove it. CarID advertises this easy return process. I have been through email after email and sent photo after photo for the past month at their request and continually am met with requests for information that has already been submitted or been sent the disclaimer pertaining to minor alterations. This has turned into a total nightmare!! On 4/6/2015 I received an email from a manager whom I had asked to speak with. She assured me that she would get things handled and even went so far as to send me an email stating the I would receive a return authorization in 3 business days. On 4/14/15 I sent her and email inquiring as to the status of the return authorization. I received an email back from her today 4/15/2015 asking me to submit further photos that the product manufacturer is requesting. Photos that were submitted weeks ago. CarID has completely misrepresented the product they market as well as their claims to an easy return process. I would never suggest anyone purchasing from this company. The amount of lost productivity I have experienced here is immeasurable. Both in our repair facility and here at my desk dealing with trying to return this productDesired Settlement: I am merely seeking to have our company credit card reimbursed for the amount of the purchase. Nothing more and nothing less. I do not want to deal with this anymore. Our business is entirely too large and busy to continue dealing with this mess. Anything less than a full refund is unacceptable.

Business

Response:

We requested the return authorization on 4/21 and I am waiting an approval from the manufacture. Once approve an email will be sent via email to the client.Elizabeth

Consumer

Response:

I am rejecting this response because:

Since the initial reply I received an email from Elizabeth stating "she noticed a misunderstanding" and needed to request the return authorization yet again for the at least 3rd time. At this point I want a full refund to our company credit card and I am not returning this bumper cover until our card has been refunded in full. I am furious over having to deal with this repeatedly with no resolution. This company is falsely advertising a product and an "easy return" process that is a total nightmare. I will not and am not returning this bumper cover for them to in turn market and resell to another poor soul to go through this nightmare process. Over 25 years in this industry and I have never gone through something like this. The next step for me if the full refund is rejected is to add on administrative fees and storage charges. My employees have continued to have to move this product and work around it and I have been forced to repeatedly take time out of my day to deal with this. Lost time on work that needs to be done in other areas. This is absolutely ridiculous. Full refund and nothing more!!!!

Business

Response:

Due to the nature of the complaint, it is a safety issue and the delay is with the manufacture. I apologize and am working towards an amicable resolution. I expect this resolved by end of today.

Review: Had an issue with the product I purchased. Almost impossible to call customer service. When I finally got thru after calling all day they sent me info via email and told me to continue via email. After several back and forth emails, the Carid representative told me they were contacting the manufacturer. They never did and they stopped emailing. I resolved the issue myself and contacted manufacturer myself. Before purchasing this product I called and chatted online about fitment of product. They told me it was a plug and play product. This was not the case. I understand mistakes but they did nothing to remedy the issue.Desired Settlement: I would like the company to recognize the problem and work on there customer care. You can'tt just dump products on customers and not respond if there are problems.

Business

Response:

On 4/13, the client called us for assistance in how to install the item. On 4/14, we emailed the manufacture for assistance in clarifying the issue. Evidently there is a cover which the client felt was missing, per manufacture it does not come with the product. The client was assisted in placing an order for the item needed. As you can see at no point did we not assist him. If he still has concerns, please contact me directly, my contact details are listed below.

Consumer

Response:

I am rejecting this response because:

There were further problems after the initial call on 4/13 in which I emailed and provided dates of emails to rep with no response. Whether you acknowledge to the problem is here no there, the result is you did not follow up and will not use your services in the future.

Review: I ordered a pair of Fog Lights from their website CARiD.com on 5/5/2015 I received my order on 5/12. Upon receiving my order I opened the box and wanted to make sure that I was able to properly aim my fog lights prior to paying someone to install them and they fail as a previous purchase I made with a different supplier for the same fog lights had this malfunction. The process is easy their is a simple screw in the back that you insert a screw driver into you twist left or right and the base inside the fog light can be seen either moving up or down indicating that it functions. The passengers side moved up and down while the drivers side did not. I emailed them about the issue on 5/12/2015 they never contacted be back until a week later after I already called and discussed the matter on the phone with a customer service rep. I received an email from a woman called [redacted] indicating I would need pictures showing the defect I complied and took two pics of the passengers side and drivers side of the fog lights which can easily be seen that one can go up and down while the other cannot she advices me it will take another 48hrs. So I wait another week no response I email again and get a response from a gentleman called [redacted] indicating that they cant do anything about it because my pictures do not show the light is malfunctioning even though I sent them pictures showing the malfunction and after explaining you do not need to mount the lights for them to be able to be aimed. He then tells me that I need to mount these lights on to my car to show the light output to take pictures so they can send to the manufacture! This is an obnoxious and itic request. I tell them so they want me to pay someone to mount fog lights that I know are broken to my car to take pictures send to them then pay a person to take them off also? how is that even remotely logical when I already know they broken! I have been fighting for a month for replacement lights I give up.Desired Settlement: I disputed the credit charge with my company. I initially just wanted a replacement pair. Since the lights were delivered broken. They still even have the plastic on them! But after this whole altercation and knowing their business practices are false! I want a full refund! They can have their lights back they are just sitting in my house still in the box! I ordered from them specifically for the outline on their site which indicated hassle free returns and exchanges but that is a lie. I have had more headaches with these guys that I will make sure no one else false for their traps. I was going to purchase more items from this company but not after I see how they treat their customers

Business

Response:

First and foremost I want to apologize for the inconvenience. We did send a return authorization and return label on 6/1, which is expected to be delivered at the manufacture on 6/9. The problem I foresee is that he open a dispute with his credit card company. We can not process a refund since he has gone ahead and disputed with his bank. This will cause delay in his refund when we advised him we will refund him.We will show proof to the credit card company that the item is in route to the manufacture but we can't refund him due to double refund possibility. He needs to close the dispute in order for us to refund him properly.

Consumer

Response:

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

Regards,

Review: I purchased seat covers for my fiancees truck as a Christmas present. I received them and they were not the correct seat covers. I returned them to [redacted] (Onyx) and was told that I would receive my refund within 24-48 hours of the company receiving the seat covers back. I received tracking information on Friday January 16th at 10:30 that the seat covers were received by [redacted] and signed for by [redacted]. It is now 120 hours (5 days) later and I have still not received my refund. I contacted Customer Service and they told me that they issued the refund on 01/20/15 and that my bank would take 3-5 days to post to my account . I called my Credit Union and gave them this information and Transaction ID that was given to me in an email and they stated that they had run their settlement reports for both 1/20/15 and 1/21/15 and that transaction was not there. [redacted] tried to offer me a $10 gift certificate for my troubles and future purchases. This is not what I want. I want my money back! I will never be doing business with this company again.Desired Settlement: Immediate refund of my purchase ($169.99)

Business

Response:

RE: Seat Covers[redacted],In reviewing the order, I noticed the customer requested to return the item for a full refund on 1/5/15. We then submitted a request to the manufacturer for an authorization number. On 1/9/15, we received the authorization and sent an email to the customer of the return authorization and the return label. On 1/16/15, the manufacturer received the item per UPS tracking # [redacted] then once they process the return it has to be inspected.Upon final inspection on 1/20/14, we received the credit and refunded the customer the full the amount of $169.99. I apologize if the customer felt we caused a delay in the refund, however you will find we did everything according to the time of item being received per [redacted] at the manufacturer. [redacted]Consumer Relations Mgr.###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

However, I was told by their Customer Service Rep that 24-48 hours after they had received my seat covers back I would have my refund. Their Customer Service reps are rude, can barely speak English, and don't seem to care about making their customers happy. I finally received my refund from Onyx this morning (1/22/15). I was lied to by the company and it took filing this complaint to get any action, I am still waiting on a call back from a Customer Service Manager that I was told would happen in 24-48 hours. 24-48 hours to this company must really mean 120 hours, because that is how long I had been waiting. I will never be doing business with this company again.

Regards,

Review: I have placed an order for the wheels on 10/06 and I was told they will ship within 7-10 days. I contacted them 15-20 days after, they said the product won't ship until 11/23. I be contacted them back on 11/26 and they said they will not ship the product since it is discontinued. They are liars that are out there to get your money. I ve asked for my refund and they said they will forward the request to "that department" and I have to wait.Desired Settlement: I would need $1,200.00 refund to resolve this issue.

Business

Response:

[redacted] placed his order with us on 10/6/2015. On the same day the client was called by his sales person to advise they where not available. On 10/16 we were informed that the wheels were not delayed but in fact discontinued. At this point we attempted to call on 10/16 & 10/20 but where unsuccessful in reaching the client. on 11/26 the client called in to find out that his order was not able to be delivered. At this point he requested cancellation. His refund was processed on 12/1 for the full amount of his order.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

No communication was made. No voice mails or emails were sent. Carid had my email address on file. Where is the follow up email? Please prove the communication attempt. This is just bad management and bad customer service!!!

Regards,

Review: I ordered mirrors for my pick up they told me they were the right ones but ask over and over I received the wrong ones Not even close to the correct mirror

I returned them didn't even open up the other one they said it was my fault charged me restocking fee I had to drive them to the UPS store they would not pick them up at the delivery locationDesired Settlement: Return all my funds

Business

Response:

This client's case was reviewed and we apologize for the inaccuracy of the refund. The remaining $34.03 will be refunded within the next 24 hours.

Review: Order dash kits from [redacted], when the kits arrived it was the wrong item, tried calling[redacted]. I was disconnect 4 times. Final they state that I will be charge for additional parts.Desired Settlement: Get my fund refund of 156.00 plus tax. I also would had to pay 7.55 to ship back the the package.

Business

Response:

[redacted],The customer called in stating they order the wrong kit. The customer order a 2011 [redacted] for a wagon and they has a [redacted] Sedan. However, we still assisted and approved the return for an exchange of correct item. The new purchase order number is [redacted] and currently in process. This order was placed on line and not with any of our agents assistance. I apologize if they felt we should cover the return shipping, we did explain the cost and refunds.[redacted]Consumer Relations Manager###-###-####

Review: I called and spoke to a customer care representative so that I would get the proper part for my car. She placed my order and told me it would ship out the next day. It has been over a week and there has still not been any indication or email sent to me in regards to a tracking number or that it has even shipped. This is the second time I have had issues with this company and the poor customer service. The last time the refused to refund my money for a part that broke to pieces when I installed it. The second one they mailed to me also broke and I decided to buy a new one through another company. Order id: [redacted]Desired Settlement: I would like a discount or refund for my product I purchased. Improve your shipping and customer service

Business

Response:

We have an order for this item to the manufacture. Expected date of ship is set for 10/26. I apologize for the delay and as a token of appreciation, please find a $15.00 emailed to you. Let me know if I can be of further assistance.