Onyx

Review: I recently placed a parts order and they were gracious enough to offer free shipping. I was very happy and excited to deal with them. I dealt with [redacted] and this is where the story becomes not so exciting. I emailed my first response Nov. 22. to assure I would get my parts while I was home for break. [redacted] responded that he would get back to me that day with an answer. On Nov. 25, I still had not gotten any response. So I emailed him asking if there was an update. Got a response on Nov. 26 saying he would have an answer by 1pm Eastern time. Nov. 30 rolls around and no response. I email him. Dec. 1 I get an email from him that says I was sent an email saying my item was delayed. I did. However, [redacted] assured me AFTER I got that email that he was still looking into getting it sooner, yet no response. I reply asking if all he had to do was pull up my account and see, why could he not have done so when he promised me a response TWICE?He told me I should have known that it was delayed and there was nothing he could do because I got an email. -Here's the problem with that, don't say you "will look into it and give a response" if you aren't going to. -I was the one who had to initiate several messages to finally get a response. After DAYS. -I was told it was being looked into, yet it wasn't. Only to find out it was a very simple and quick process for him to do, yet it took him the course of the week. Moreover, their CS is NOT 24/7 and NOT quick to respond. For a company that claims to be so customer centric, they hardly act that way with their customers. I sent several emails to their general customer service, too after not getting a response. I got ZERO replies from any of them. It is my sincerest regret to warn people not to deal with them unless you want a headache, delays and have to remind customer service that you even exist, only to be told you should have figured things out on your own and left to your own devices. This is not how a business should act and I find it unacceptable.I was offered a "resolution" by Vendor relations manager [redacted]. I've been trying to give CarID time to fix yet ANOTHER issue with the same order now, though. When I opened the fogs I found a blatant quality control issue. 3 major chips in the finish. So I email [redacted] at CarID, the "Vendor Relations manager" who responds to blame [redacted] and says he's forwarded it to the CS manager for immediate response. That was 12/18/13....heard nothing for 3 days from ANYONE. Sent an email to [redacted] on Saturday, 12/21/13....still no response from ANYONE. It is now 12-27-13 and STILL NO RESPONSE FROM ANYONE!!!Desired Settlement: I want a formal apology, my parts replaced at no cost to me and a total price refund. I am extremely reasonable and want this nightmare to end. Thank you.

Business

Response:

1/15/14

Complaint ID: [redacted]

Name: [redacted]

Date filed: 12/28/13

Item in question: Chrome Fog Light Covers

[redacted],

First and foremost, we apologized to Mr. [redacted] for the lack of communication. We want our customer to receive a WOW experience with every

interaction.

We are currently working with Mr. [redacted] and are hopeful that we will come to a mutual agreement. He is asking that we offer a discount on a

dash kit instead of his initial desired settlement.

Mr. [redacted] is working with one of our Call Center Supervisors in deciding on a color and material. We hope to have this finalized once he

decides on the minor details.

If I can be of further assistance, please find my contact information below. Have a great day.

Consumer Relations

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

Review: Refund/Exchange is an issue for two products sent to me. The HORROR involved is customer service. I get emails (Wayne [redacted], Dyllan, Andy) promising) resolution/return labels in 2-3 days. Then 7-9 days go by and I go through the hell of waiting on the phone for 45-90 minutes to get a human being to talk to and, Duh!, they've forgotten the whole thing and have to come up to speed and rehash the whole issue and I get another email promising the moon and nothing happens.

Two defective products involved. I ordered a dashmat for my 2015 Subaru Forester. The mat sent covers the central A/C vents and leaves uncovered a flat section of dash just above -- it is obviously a mis-design of the mat. Instead of simply allowing me to send the damned thing back (after receiving photos) we are in the 3rd week of God knows what. I want to deal with a competent company!!!

Second product. I ordered a complete set of Aries floor mats for my 2015 Subaru -- front, back, & cargo. I was sent a set for 2014. The front mats are Not for a Subaru -- Wayne was helpful in figuring this out, although he kept giving me pushback as if I was an it and mistaken. I told him I have degrees from Harvard, Yale & Georgetown (true) and can analyze and think critically -- it is evident that these mats are wrong. Gee, he finally saw it too. Nevertheless, it is now going on two weeks and I still do not have the return label to send these back and am now on the phone, on hold, for 70 minutes to see if someone can tell me what the hell is going on. My emails of two days ago have been unanswered.

On the following page the date of transaction is asked -- transaction occurred in April or May online. Products took forever to be delivered. Dashmat arrived at my home on 5/19 and floor mats soon after 6/19. -- hence the date I gave for "transaction."Desired Settlement: Take back the defective products ASAP, then YOU duke it out with the manufacturers. Don't put me in the middle. Send me the correct products ASAP, or give me my money back and I'll buy from someone who know how to run a business.

Business

Response:

We have asked for pictures which he did send, however, the manufacturer can't see them well. I requested to contact the manufacture to see what is it that they need.I apologize for the delay.

Consumer

Response:

I am rejecting this response because: I have contacted business repeatedly and sent photos repeatedly for both products. This is in response to requests from different persons from organization -- they seem to have no one consistently working on the issues to get them resolved. I get promises and no results. Promises are no longer believable.

Business

Response:

I am now involved and he can contact me at ###-###-####. I am aware of his concerns and the delays. However, I am working with the Manufacture to see what is the delay in their response. I understand and agree with the client being upset, he has every right to be.

Review: I ordered a set of headlights for my car.. after paying to have them installed one of the LED lights was found to be defective. So Now I have a car with a defective headlight.. I called the company and they were ready to send me a new pair, however not without 1,. First receiving the original pair, which are already installed in my car, In order to have them uninstalled and sent back, I would not have a car to drive! The company did not care about this or the money it cost me to have them installed and now to have another pair re installed

2. They are sending another pair, however they are charging my credit card AGAIN! For the second set, which they say they will reverse once they get the original defective set back.

This is costing me to have them uninstalled and re installed, as well as more interest on my charge account!!! I was treated like I was trying to be a thief, and not like a customer that received a defective product! They do not care about the inconvenience or the quality of the product, and do not understand the extreme inconvenience this is causing or costing me! They are threatening that because the lights were installed that once they recieve them they may not credit me at all!!! This is ridiculous! When asked about them paying the postage to send the defective pair back they stated they would email me a pre paid postal stamp, however I have not gotten that either.

I am discussed with their product and service I was basically told that because I have to drive my car, they probably wont reimburse me for the defective set either, therefore it will have cost me about 350.00 in the end plus the cost to have the headlights installed and uninstalled twice because of their defective product.Desired Settlement: I want full refund for the defective product and a discount on the others due to the increased amount this is costing me. Their site boasts that they have great customer service and will replace defective parts, however it does not say without fully charging for the replacement again!!!!!

Business

Response:

On 5/4, we requested a return authorization and return label from the manufacture under warranty replacement. On 5/7, we sent the return authorization and return label to him via email. Please confirm receipt? He needs to return the item before we can warranty the item. Spec - D doesn't exchange just the bulbs, we are having the manufacture send a new entire set. I felt this was the best choice. The customer is well aware of this and understand that we are sending a new set instead of bulbs.

Consumer

Response:

I was given a time limit in which to get the headlights uninstalled and the new ones put in or "you will be charged for both sets", They have place a hold charge on my credit card and I just received the second set of headlights today. I am unable to get an appointment to have them installed till next week so due to their time restraints I do not know how it is possible that I will get them back in time before the 30 days is up ! I feel it is unfortunate that this company treats people like they are trying to be dishonest!! Especially after they requested pictures of the faulty product to Prove the product was faulty!! Now the Headlights they sent are for a 98 Camaro and mine is a 2001.. This whole transaction with this company has been a horrible experience, from the product to the way the sales people speak to you on the phone.. As you can see in their reply they continue to call me a "he" and I have told them several times, I am a woman!! Couldn't they tell by the name.. Not only do they make it extremely hard to return anything, they treat you terrible once you have to talk to them about anything that is wrong. After looking into other consumer comments about their products I have noticed that many have not gotten their credits even after the items have been returned!! Most likely due to their time constraints on getting the product back to them!

Regards,

Barbara Sawyer

Business

Response:

We sent the return authorization paper work. Has the item been returned and what date? I can certainly review further.

Review: The Konig wheels I ordered from CARiD do not fit the car as advertised and as clearly guaranteed by their published “Fitment Guarantee.” (See attached website Guarantee). They do not fit in two ways: (1) they cause the tires to rub on the outer fender well lip, cutting and scraping the tires, because they are the wrong offset, and (2) the center caps do not fit on the wheels when installed on the vehicle as they are 1/4'” too short. (See all attached photos). I have had the incorrect wheel size verified by one of the foremost Datsun Z car experts in the industry. (See attached email from [redacted]r, Owner/ Operator [redacted]). I have spent over $800 in car suspension changes to try to accommodate these wheels. These changes had no effect, as the wheels are simply the wrong offset. (See attached photo of parts changed). I have made 5 phone calls, sent 4 detailed emails, and sent over 7 requested images of the problems to CARiD (See attached email correspondence and photos sent.) I was promised a return for at least the three un-opened wheels, and eventually told that all wheels are “non-returnable”, which is in direct contradiction to their stated guarantee. I have also attached the order confirmation, a detailed narrative, email correspondence, and photos showing the incorrect fitment of the wheels.

Please help me get my money back from CARiD!Desired Settlement: Please have CARiD send a return RMA and prepaid return shipping labels as promised by Carla, and credit my credit card account back the $500 I paid for these wheels.

Business

Response:

His attorney has stated that he will send back tires soon, this is being held up on their end. We have acted accordingly and thus need our item back. The refund check was sent via overnight as well. At this point they have everything, we must have our items back as soon as possible. The Attorney was instructed of the urgency. Please find her email to me:"OK. Thank you for your response. I don't think Mr. [redacted] mailed theitems today. I was in a meeting all afternoon and couldn't pass on yourresponse. I will instruct him to get this done ASAP. I know he has to schedulea pick up because he can't pack and lift the boxes himself.

Consumer

Response:

I am rejecting this response because: This response must be for a different case -- they must have so many complaints they have mixed another complaint up with mine; I do not know a Mr. [redacted], I do not have an attorney involved yet, and none of the statements made are relevant to my claim.

Business

Response:

Regarding this order, we are taking the wheels back. In reference to our complaints. We have a A+ rating with the Revdex.com that should speak for it self. I apologize that I enter the wrong order.

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: the first part of may 2015 I ordered a set of cargo rails and a skyline cargo box for my 2012 jeep compass from carid.com, I waited until May 28th (with no communication from them of any kind) I called and cancelled my order, the guy told me he would refund my money immediately, (he never explained that the skyline cargo box was shipped out on May 19th and the rails hadn't even been shipped out) I waited a few days, like he told me to, and checked on my credit card and they had only partially refunded my credit card of $223.92, so I called back many times, I explained that it doesn't take that long to ship a shipment 5-7 days at the most (even if we had a holiday) and that I had cancelled on May 28th, one customer service representative even told me he couldn't find a tracking number for the skyline box, I had repeatedly called and talked to several people about my problem. on JULY 17 or 18th a warehouse in lexington, ky called me wanting to deliver the skyline box, almost a month to the day after it was shipped out supposedly, I finally got ahold of a lady named Kristy S and she agreed that I was in the right and she would refund my money immediately then she found out I had filed a charge back with my credit card disputing the excess charges, so she said she couldn't do anything else for me. so then I called got ahold of a guy named Gerald M. and he said he would have my credit card reimbursed by the afternoon, ( I have their emails to prove this) and when he contacted me he said I would have to get ahold of my credit card and tell them to release the charge back and he would gladly fix this problem and reimburse my card. byt that time they had partially refunded my credit card $44.06, they said they had to charge me extra shipping because they had to return it, the part cost $153 and they charged $110 for shipping, I have read other reviews and they have done others like this so please help me, I don't mind paying for something I got but to pay over $200 for absolutely nothing is so wrongDesired Settlement: the total was $264 charged to my card, I would like for them to subtract the $44.06 that they had partially reimbursed me and give me credit on my card for the rest, paying for nothing is so wrong all the paperwork that carid sent my credit card is false the shipping dates etc. and they never explained return policy to me etc. I have the emails on my phone and I have printed them out but I don't know how to send them to you on here

Consumer

Response:

I don't have the complaint number but I wrote yesterday complaining about how this company was trying to take advantage of me by making me pay double shipping because I cancelled an order from them, they never explained that it had already been shipped and one customer representative even told me he couldn't find a tracking number for the skyline cargo box,anyway my credit card company sent me an email and told me after reviewing my case they decided to reimburse my credit card the $220 that was due me, even though this has settled my complaint as far as the money goes I would still like to have this complaint filed against them and maybe it will help others not to be screwed over by this fraudulent company.thank you very much if you have any questions you may call [redacted]

Review: Placed an order #[redacted] for a set of Winjet aftermarket tail lights for my 2015 Toyota Tundra. Parts arrived 10 days after the initial order, DAMAGED. The left taillight had a broken corner. I called within 2 hours of the delivery and spoke with Mia [redacted] she requested photos of the defective product which I immediately sent via email. She provided me with a confirmation number of [redacted]. She stated that I would receive a RMA number in 24 to 48 business hours. I did not. I called back and spoke with Percilla ** on 7/7/15 She provided me with the same story that I would receive an RMA # and return label in 24 to 48 hours. On 7/10/15 I called again and was unable to get the name of the person I spoke with, they again gave me the same story that I would get an RMA in 24 to 48 hours. I informed her that it had been 7 days already with no assistance from them. on 7/13 I phoned CARID again and spoke with Christina. I requested to speak with a supervisor. I have been on hold for 60 minutes waiting for a response. It has now been over 264 hours on a promised 24 to 48 hour response time. After 60 minutes on hold I was then provided Leeroy a Manager. He promised that he would take care of this tomorrow. This is what I keep dealing with on every phone call I have with this company. It will be taken care of tomorrow. Well tomorrow never comes.Desired Settlement: All I wanted was a RMA number and UPS or FedEx return label to ship back my defective set of tail lights to and get a new replacement set that are not damaged. I would also be happy with a refund of my purchase price of $215.00 Either or it doesn't matter to me.

Business

Response:

We have a replacement for this item under Purchase Order [redacted]. It was sent via FED EX under tracking number [redacted] and delivered on 7/18/15. I apologized for any inconvenience. Have a great day.

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.

Review: I ordered a passenger side mirror for my car from the website Carid.com and they sent me the wrong part 3 times. I called to complain about it each time and asked that they take care of it with the manufacturer as they told me it was their fault. They did nothing to ensure that I would be sent the correct part and failed 3 times to do so. I am appalled at the lack of customer service and the stupidity of whoever their manufacturer is to send out the wrong part not once or twice but 3 times! I put out the money for this part twice as it is an important part of my car and is making driving difficult which I also told them. Absolutely ridiculous excuse of a company with absolutely no customer service.Desired Settlement: I would like the part for free if not at a heavily discounted price. I believe that is fair for the amount of money I put out and received 3 of the wrong parts.

Business

Response:

I agree with the client. On 3/25, the client emailed us stating that he ordered the passenger side mirror but got the driver side instead twice and wanted to return the for a refund. I certainly apologized for the inconvenience. I immediately notified the manufacture and they apologized for the error. I did send the return authorization and return label on 4/3 to the client. To date, I don't show any activity on the tracking number. Please inform the client to return the item as soon as possible as this will cause a delay in her refund time.

Review: Ford Mustang 2001, Factory Style Painted Rear Spoiler

When the product was ordered the picture represented a very different spoiler. It was advertised as easy to install and factory style.

The website also advertised quick returns quick simple and free. The supervisor Wayne would not advance my call his supervisor stating he would refund only $100 of the $174.20 I spent on the item.

https://www.carid.com/help-center/product-return.html is the site of return policy

The return policy states - we'll even pay the cost of shipping the product back by providing you a prepaid return label! then down the page states Freight, international & non-continental US returns are accepted, however shipping costs are not covered. Also stated The few exceptions for items that cannot be returned include:

Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)

Personalized Items (custom engraved or embroidered)

Wheels and Tires

None of the above exceptions applies to the Spoiler I am attempting to return. The confusing verbiage about shipping is only a $15.55 difference. After speaking with Wayne, supervisor at Carid, with a complaint of picture and description not matching on 2/6/15, the picture was removed from the website. The bold print of the item now includes with light.Desired Settlement: Refund for the entire amount of $174.20

Business

Response:

We processed a refund on 2/23/15 in the amount of $174.20. If there is anything we can do, please let me know.I apologize for any inconvenience.

Review: I ordered Anzo® - Black U-Bar Style Projector Headlights from CAR ID in November 2014. On Christmas day my boyfriend opened the package and found it was damaged. I immediately called their customer service department and the man said it was no problem he would start the claim process right away. He claimed he would email me with details. A few days later I called back as I had not received the email. The lady then told me they should have emailed out shipping labels. I told her I hadn't received them and she said to call back in a few days if I didn't get them. Had to call back again. Then they told me that UPS would be coming to pick them up and I didn't need shipping labels? So I waited for UPS to show up and they didn't I called back again... and again... and again. In total I have called this business over 15 times to try to resolve this issue. They have given me every excuse in the book from the shipping company is dealing with it, there have been weather delays, etc. Finally they were able to get UPS out to my location and they picked them up. I was told that as soon as UPS reported the damage they would ship out the exchange product. I received an email saying my item was confirmed and a second email that said my package had shipped so I waited some more. The "Track my order" link that was emailed wasn't working until today. One of the emails says my package was delivered to somewhere in Hamilton NJ. I live in Canada. The other email says they have scheduled my package to be shipped out on Feb.6/2015. I have called the company and asked to speak a supervisor again and they just never connect you. I think that this company may be running a scam where they never actually ship out your return item. They hope you just give up eventually.Desired Settlement: This company has boasted that I will not pay the shipping fees again including duty fees. I want my product to be shipped out with overnight delivery immediately. It has been nearly 6 weeks so I think this service is warranted.

Business

Response:

Janice,I received notification from UPS that the area she lives is remote and UPS can't deliver there. I sent her an email yesterday that she needs to call ###-###-#### before 2/24.

We ordered fender flares for our 3500 series truck from these people that were supposed to ship within 48hours. Before we ordered we confirmed with a company rep. that they would indeed fit our truck. It took almost 2 weeks for the order to ship, not the 48 hours they company claimed. When they finally arrived they were the wrong parts!!! We received parts for a 1500 series truck,,not the 3500 series that we ordered. What followed was a 12 day NIGHTMARE or run around and out an out lies by the company trying to return the incorrectly sipped parts!!!
I WILL NEVER ORDER FROM THEM AGAIN!!!!!

Ordered a set of bumpers for my truck that were shown "in stock, ships in 6-8 days", 14 days later I had not received bumpers or a tracking number.
Called Carid and was routed to a call center, they had no tracking information for me and said they would have to contact the manufacturer, they asked I called back in 1 hour.
I called back in 1 hour and was told the manufacturer was not returning their calls. I asked why the bumpers were shown "in stock" and what the manufacturer had to do with this? I was told it was a database error and many of their products are shown in stock, when they are not, then was told they drop ship directly from the manufacturer and don't actually stock parts.
So, I did some homework and contacted the manufacturer (who, unknown to me, happened to be 40 miles away from my location!), the manufacturer had an email inquiry from Carid 14 days prior, but claims Carid never placed the order with them.
I phoned back Carid and asked to cancel my order and refund my $3038.60, was told I'd have to call back in an hour and that will give them time to contact the manufacturer and resolve this issue. I called back in exactly 1 hour and they claimed the manufacturer was not answering their phone or returning their messages and asked me to call back in another hour.
I called the manufacturer back, asking if this was common with Carid or if there was an oversight in ordering? Asked if they did indeed have the bumpers in stock and if I could come pick them up or if should wait for Carid to figure their stuff out and ship them to me?
The manufacturer claims this was the first dealings with Carid, that they don't "stock" bumpers, all their bumpers are made to order and they are 5-6 weeks out...
I called Carid back when asked too, and they were closed.
All in all, Cardid lied about having the bumpers "in stock", they charged my card $3038.60 and never placed the order with the bumper manufacturer, they lied about the manufacturer "not answering their phone", because they answered every time for me, they gave me the call center run around that ended with being told to call back when they were closed.
I'm now in the process of recovering my $3000 and would highly recommend avoiding this company.

Review: I cancelled an order on December 26th 2014 and the company didn't refund my money. I contacted again on January 8th to cancel the order and for a refund. I received an e-mail on January 10th saying the order has shipped. I do not want the item and I want a full refund including shipping.Desired Settlement: I want a full refund of $127.95

Business

Response:

On 1/13/15, we refunded him back to original form of payment of $127.95. Please find proof from [redacted] tracking # [redacted] showing it was picked up on 1/6/2015 and being redirected on 1/9/2015 back to manufacturer. I apologized for the inconvenience, have a great day.[redacted]Consumer Relations Mgr.###-###-####

Review: I ordered a wiring harness for a 2008 Toyota FJ Cruiser - advertised on CARid.com through E-bay. The website clearly stated that it fit a 2007 and above FJ Cruiser. Upon receipt - it is wrong size - clearly states that it ONLY fits 2003 - 2006 Tundra, Sequoia, 4-runner and Lexus. Contacted customer service (disconnected number given on website for service). After 40 minutes on hold - operator said I had to take a photo of package, plugs and plugs on my vehicle and VIN number of my vehicle - stating that HER part number was correct even though package stated it was not. I sent this info - heard nothing for 24 hours - contacted again and today I was told that it would take 48 hours to receive an e-mail with a shipping label. (This was after I was told I would be contacted and was not). In addition - there was no way to give feedback on CARid and evidently the ONYX Enterprise is the main company.Desired Settlement: I want my money credited immediately and a shipping label now - should not have to wait 48 hours for an electronic form that takes 5 minutes to send - this is their mistake that was reported 4 days ago - with no resolution. I should not have to wait 10 -15 days for their mistake to get an e-mail and have to do their detective work to determine why they sent me the wrong things!!!

Business

Response:

We processed a refund in the amount of $44.30 on 7/16. According to the manufacture, he received the correct item, however, I still apologize for any inconvenience. Have a nice day.

Review: I purchased rims & tires from this company back in august. They painted the lip of my rims for an additional cost. Just four months later I am having issues with the paint flaking off the rims. They have less than 4,000 miles on them and look horrible now. I have been dealing with a rep named [redacted] who has basically told me it must be caused from driving with under inflated tires or road debris. Even though I have done nothing but drive the vehicle 90% of the time on the highway to and from work. These are on my 2014 mercedes and I take great pride and care of this vehicle. I have talked with several diffrent tire shops and showed them the rims they said the paint doesn't look like it was cured properly, and that it shouldn't be flaking off like that. Its going to cost me $300 to ship the tires there and back. He said its unlikely the shop will cover the repairs and I would additionally have to pay to have them repainted. Its going to end up costing me over $500 to fix the rims. My concern is I can't count on the problem not happening again because they don't know why its happening in the first place. I just want the company to stand behind the product they sold me because now they have painted the rims the manufacture won't warranty them. The paint shop who did a horrible job won't warranty them, and I really don't want them fixing the rims because they messed them up in the first place. I now have rims that I couldn't even give away they look so bad. I wouldn't have painted these rims if the person selling them to me had told me they wouldnt' be durable. I have numerous spots where the paint is coming off and its even came off on the tire after unmounting the tires from the rims to send back. I continue to argue with [redacted] about the company just standing behind products they sell!Desired Settlement: Its obvious to me that the paint isn't going to stand up on the rims I would simply like to exchange them for something else unpainted. I depended on the expertise of the person selling me these rims and they never mentioned durability as a concern on painted rims. I will take a set of the same rims unpainted because I question the durability of the paint and I can't be assured we won't end up with the same issue.

Business

Response:

1/28/14

Complaint ID:[redacted]

Name: [redacted]

Date filed: 1/20/14

PO# [redacted]

Item in question: Onyx Wheels

[redacted],

It appears that Mr. [redacted] was driving the vehicle with low profile tires. The combination of low profile tires and road debris such as

rocks and salt is causing the paint to chip. His local auto body shop confirmed that the damage to the paint was due to road hazardous.

Also keep in mind that the manufacturer may deny his claim based on the damage being road hazardous, which isn't covered under warranty.

We can still have the wheels inspected, but the return shipping cost would solely lay on Mr. [redacted] responsibility, due to the Manufacture not

covering freight shipment under the warranty policy.

Please let me know if there is anything else we can assist you with.

Consumer Relations

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

Review: The description for the product ordered shows a full roof rack "system". I called to report I had only received one part of the system. I advised the customer service representative the description clearly showed a complete 3 bar system, both illustrated and worded descriptions. He advised a talk with his supervisor would result in the remainder of the system being shipped to me due to the mistake in the description. After the representative spoke with his supervisor he advised the only resolution at his disposal was to offer a $25 discount to the other part needed to complete my roof rack. I asked for his supervisor. After speaking with Kristy [redacted] EXT [redacted] (supervisor) I was first advised they had experienced this issue several times. Ms. [redacted] offered a reduced rate (cost) for the additional parts. I refused the offer siting I had already made a purchase for the described system. I also advised I had several emails confirming my purchase with the description of what I was to expect with the system. Ms. [redacted] told me she would not send the rest of the system, and it was a mistake on their website they have been trying to deal with for some time. I advised I received an email with two tracking numbers. She advised the second shipment was voided internally. I was not made aware of the second shipment being voided or removed. They simply removed the other items without notification or explanation. They have also refused to fulfill the order I placed in its entirety, siting an uncorrected website error. This error can be seen on at least three descriptions of this product on their site. When you go to the following link and read the description you will find a complete set (full roof rack) and if you were to order this product you receive ONE bar. Not 3 as in the description: http://www.carid.com/2015-ford-transit-roof-racks/rhino-rack-hd-vehicle-fixing-p...⇄ . 1 of 2 shipments received. 2nd shipment cancelled by them.Desired Settlement: Please send the rest of the system I have paid for as described on your site. Description from site: Ford Transit Connect 2015, Heavy Duty Vehicle Fixing Point Roof Rack by Rhino-Rack®, 1 Rear Bar System. Kit includes 6 legs, pads, and three 50" HD bars. The Rhino Heavy Duty Silver vehicle fixing point roof rack system uses the stylish Rhino silver bar to complement the sleek stylish lines of your vehicle while still incorporating the Rhino Rack strength and durability that we are renowned for.

Business

Response:

I explained that there was a website error and sincerely apologized for the inconvenience. Due to the error, I gave him the option to return the unused item and receive a full refund. We have a disclosure on this subject, see below. In effort to provide our valued clients with the most up to date and accurate information, CARiD is continuously implementing real-timeupdates to our online superstore. Due to the immediate nature of these updatesthe correction of any errors and/or omissions can happen at any time withoutprior notice. This information may include but is not limited to pricing,availability, suggested use, fitment, compatibility, and warranties.CARiDis not responsible for any additional charges, labor, loss, or damage incurredas a result of information, correct or incorrect, referenced or productspurchased from CARiD. While we work to avoid any errors or omissions that mayappear on the CARiD website, we do reserve the right to cancel any undeliveredorders based on inaccurate information

Review: I ordered a BMW bumper cover, received the bumper cover. I then took the bumper cover to the repair shop and upon opening the box the technician noticed the bumper cover had a big scratch on it. I filed a warranty claim with the company and received a warranty claim number, all I wanted was an exchange for a new bumper cover and I was willing to pay for return shipping of the bad bumper cover, so far I have experienced numerous delays and numerous email correspondence with no results. I am going on a month and a half with no resolution to the problem.Desired Settlement: I just want the company to exchange the bad bumper cover for a new one, that's it!

Business

Response:

The bumper has a disclosure which he must acknowledge. He placed the order himself online and had to read it before proceeding to complete the order. He must inspect the package upon delivery. At this point this did not occur and therefore, the item is non returnable as he needed to sign damage and refuse the package.

Consumer

Response:

I am rejecting this solution because: When I talked with the customer service representative she said they would process it as a warranty return. They never said anything about requiring me to have had inspected the package upon delivery

Business

Response:

When the client initially got the package it was suppose to be inspected upon delivery. The warranty has nothing to do with the initial inspection stating the item was damage. This item was not inspected at the initial delivery which would have informed us of the damage. The client did not sign the UPS label as a damage item nor did he refuse the package. My decision still stands, I apologize for the inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is a decision a agree to disagree with.

Review: I ordered a product for $800 in the middle of January. The product was estimated to ship in mid-February and was advertised as such. However, I was notified several weeks later that the product was "backordered" and would ship by the end of March. I called the customer service group and they guaranteed that the product would ship by the end of March. Then, in early April after the product was supposed to have been shipped, I received another delay notification stating that the product would ship on the 10th of April. At this point, I'm not convinced that I will ever receive this product or that they had any intention of shipping it to me at all.Desired Settlement: I'd like to get the item and get confirmation from a manager as soon as possible that they will actually send it.

Business

Response:

PO# 11370569 In reviewing his order, the grille guard is currently on back order with an estimated ship date of 4/10/15. Please keep in mind this is an estimated date. I am not able to give a date of shipment until I receive the tracking details from the manufacture. I apologize for the back order of the item, the client can cancel at anytime. If the client wishes to email me instead of calling directly to our 800 line. I can be reached at [redacted]. I sent an email today advising him of my existence and how he can reach me. Again, I am truly sorry for the inconvenience.

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.

I was looking for a body kit to put on my 2014 BMW X5 I came across these guy "CarId" got on the phone with and was excited to order my M-Sport body kit to put on my BMW. Kit was over $1,000 bucks. When arrived taking a good look at the kit it looked like crap when I specifically told the sales person on the phone if this was good material and perfect fit for my SUV , it was not! after calling leaving tons of voice mail they finally got back to me and I explained, they requested picture (pictures show uneven edges tow hook holes not aling and poor material) I pay for an item that needed to be perfect fit for my vehicle. I really don't recommend this place to any one poor custumer care really poor. sales guy I talked to was Art. Guys save yourselves a headache and don't do business with this guys.

Review: I ordered seat covers for my father back in May 2015 and gave them to him for fathers day June 2015. Placing them on his seats, it was obvious that they were wrong, as they did not cover the entire seat on one side. I packed them up, called to arrange a return in mid June. The company required that I send pictures of the seat covers on the seats showing that they were too small to go any further with the return or exchange process. I complied with this request, contacted them multiple times with no satisfactory results as of yet. I get "well we need more info", "we will send you an email with the process," none of these have been complied with on their end. Since July 27th, I have called daily and their recording states " we will hold your place in line and return your call." I may get a return call, but there is no one on the other end responding, OR I do not get a return call at all. I have also been in contact with the help email on their site, with no response from that. Even the MULTIPLE emails I have sent to [redacted] or [redacted]. have not been responded to. This has gone on now for two months and is getting increasingly frustrating.Desired Settlement: Up to this point, I have asked for an exchange of a particular item, asking that the CORRECT size be sent to me, I included pictures of the truck interior so there would be NO questions!

[redacted] I would like the exchange of the desired new product I requested, as they already have my money. [redacted] has all of this information along with the pictures I sent for correct sizing. Honestly, it would be nice to refund my money and exchange the product for the time and trouble they have caused!

Business

Response:

[redacted],I do apologize but will not send the part and refund her for the item. Per [redacted], the item is in transit back to the Manufacture. The reason for the return is the passenger side does not fit... too short and driver side is to big. Once received at the manufacture, it will be inspected and a credit if approve will be sent to us. This is not closed as I need to allow the manufacture the time to contact us of the condition of the return. I will request to keep this open. [redacted]Consumer Relations Mgr.###-###-####

Consumer

Response:

I Filed a Complaint with Onyx about my seat covers not fitting and having a horrible time about returning. After filing that complaint, I got responses and they sent me a return label and I sent back the item and they said they would then process the return and exchange. I have not received ANY response to calls, emails or anything. They now have my money and the merchandise, they have no incentive to return my call or the correct product. I cannot believe they are able to stay in business, as I have been trying to get this return since Mid-JUNE. Their customer service is the worst I have ever encountered. They do not honor their ‘easy return’ policy advertised. I would like my exchange processed immediately and a refund on the product as well due to the inconvenience.

Business

Response:

[redacted],Please be advise the Client has contacted their credit card holder. We have refunded her accordingly. Please see below...From: [redacted] [mailto:[redacted]]Sent: Monday, August 24, 2015 11:51 AMTo: [redacted]Subject: RE: [redacted].com: Information for order#[redacted]They are seeing a return attempt, however it can take up to 5 days toprocess...I will need to call back later this week.On Aug 24, 2015 10:04 AM, "[redacted] -[redacted]" <[redacted]>wrote: You must contact your bank and advise them, they will let you know how to proceed.

Review: I purchased a rear bumper cover on April 16, 2014. The purchase was a little over 460 dollars. The saleswoman that I spoke with a week prior to my purchase told me that it's an exact fit all I need to do is get it painted and put on my car. I asked her was she sure for clarification and she stated "let me check" then repeated that it was indeed an exact fit. She also informed me that there was no fabrication needed to put this product on my car. So then I went on to make the purchase and had [redacted] ship it to the paint shop where it would be painted. After they finished the paint job I proceeded to take it to a shop to get it put on my car. Later finding out that it was not an exact fit at all, it was short in length and width.[redacted], the man who tried to put the bumper on my car, recommended me to another shop. The other shop also had the same issue, so I went to one more shop to see if it could be put on my car. Once again the issue still remained. All three shops have sent me letters supporting my claim that the product was not an exact fit for my car.Desired Settlement: If I cannot receive a refund then all I ask is for a replacement of the product that I purchased. A new rear bumper cover that actually fits.

Business

Response:

6/3/14 Complaint ID:[redacted]Name: [redacted]Date filed: 5/29/13[redacted]Item in question: [redacted]Order date: 4/16/14 [redacted],Our return policy states, we will accept the item back for a refund or exchange on products that are new/unused condition within 30 days. However, he altered the item as a result we can’t accept the item back.If you need further clarification, please advised. [redacted] Consumer Relations Manager ###-###-#### x[redacted]