Onyx

Review: I ordered Side boards from CarID in January 2014. I still have not received them. I have made several calls and sent emails. When I call them, I am on hold for several minutes. Sometimes they do not answer after 15 minutes. When I did reach them, I talked to several people. They always tell me they will look into it and get back to me-or /I would get emails stating that they would contact me within 24-48 hours and I did not hear from them. It was either in the warehouse or they needed to talk to the manufactor.They also charged my credit card when I placed the order in January. So they have had my money since then-from January 27, 2014 until today, March 11, 2014. I Asked to talk to a manager and "unfortunately, one could not be found". Finally I did get to speak to [redacted]-a manager. He was going to look into it and get back to me. As of today-March 11, 2014, I have not heard a word.Desired Settlement: I would like the sideboards and the step extenders that I ordered. And this is also for Revdex.com information.

Business

Response:

This order was placed on 1/27/14. On 1/30/14, the cus[redacted]er called in asking about the shipping status.

We immediately called [redacted] from the manufacture, who stated estimated shipping date will be 2/12/14 and we informed the cus[redacted]er.

On 2/3/14, we received an email from cus[redacted]er asking why did we charge the order if the item was not

available. Allow me to explain; once we place the order, the funds are transferred to the manufacture. At this time, if

the item is on back order we are notified by the manufacturer. We immediately send an email to the cus[redacted]er that an order was placed.

It appears that the item was delivered on 3/24/14 at 4:29pm, per UPS tracking number [redacted]8.

In reference to not being contacting a Manager, according to our notes on 3/10/14, [redacted] left a voice mail for a

return call. On 3/11/11, [redacted] called again and left another voice mail.

Please let me know if there is anything else I can assist you with. Have a great day.

Consumer Relations Manager

###-###-#### x8761

Consumer

Response:

Jan. 27,2014 Estimated ship date Jan. 29,2014

Jan. 30,2014 Delay shipping until Feb. 14, 2014

Feb. 18,2014 Delay shipping until Feb.25, 2014

Feb, 28, 2014 Your order has been shipped-included tracking number which did not work

March 5, 2014

I received an email with a tracking number for my order last Friday. I

still cannot track it. Would you please check on it for me and let me know if it

has been shipped?

The following was received---I never heard back from anyone---

Dear [redacted],Thank you for contacting us. I

apologize for the delay with the order. Please be sure I am working on your

request and in order for me to get the updates regarding the shipment status,

please allow me 24-48 business hours. Once I have the information, I will get

back to you shortly.

In regard to the manager returning calls—I did try to

call him back but after being on hold for approx. 20 minutes, I hung up. This

happened twice when trying to call him but it also happens every other time you

call the shipping department. Sometimes they did answer but most times I got

tired of holding and hung up and decided to try later.

March 24, 2014

Delivered—damaged--

I decided to return the product for a full refund which

I did receive.

I did talk to a few other people on the phone

that said they would check into it but they did not call me back. There were two

that did return my call. They did give two gift certificates to me for the

delay.

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 ordered a leveling kit online that was advertised as front spacers and shocks, but when I received it in the mail it was only the front spacers. Then, when I called them about it they said they could send me the shocks but I was going to have to pay an additional 52 dollars, even though according to what was advertised I already paid for the spacers and shocks.Desired Settlement: I don't think I should have to pay for the shocks since they were already advertised in the original advertisment and that's what I was under the impression that I was buying.

Business

Response:

In reviewing this order, the website did not state it came with shocks, however the client states her email did state it includes shocks. The Agent apologized for the email error and offer a $25.00 gift card for purchase of shocks. She agreed and so we gave her the gift card. Can you confirm if this was agreed between CARiD and client? I'm confused if she didn't want that, she should have declined the offer?I can look into further but need clarification on what was agreed.

Consumer

Response:

Yes you did give me a gift certificate but then you turned right around and used it and then charged me another 53 dollars for the shocks that your site already said I was supposed to be getting to begin with. You keep saying that the website didn't say it came with shocks, if that is true then why is it that I have now proved to you twice that the product I ordered came with the shocks?

Very bad service! I have been trying to return a product (not what I ordered) and was told after several emails that I must have the wrong company...that they dont sell that item. Was asked to send pictures of the item (twice!). Purchased on line from CARDiD.com so why Im dealing with Onyx I dont know! Cant get info from iD. They dont know anything either. Sick of this. There was no problem with the charge going through!

Review: I ordered a lift kit for my truck on July 20th. CarID.com (the company that I'm filing a complaint against) failed to include a stabilizer shock for the track bar in the box. I repeatedly tried to contact them when I received the item; I NEVER got to talk to anyone even after being on hold for over 40 minutes at a time. I left messages with my phone number which were all ignored and nobody ever called back. I called every day 6-8 times a day trying to get a hold of anyone who could take care of this issue. after weeks of complete absence of customer service, I got a hold of some rep through the Carid.com chat line (that's the only way you'll EVER get a hold of a person) and they told me that the stabilizier was to be ordered separately and had an extra cost, which I knew was a flat lie because I had just spoken with the manufacturer. But to be on the safe side I called the manufacturer again [redacted]) which confirmed that it was indeed included, so once again CarID proved incompetent in both the knowledge of the products they sell and in customer service. After 5 days I tried in vane to get someone on the phone to find out where my stabilizer is and of course no one answered the phone after my 43 minute hold. I chatted again and the person on the chat stated that they had done what they had to but the manufacturer did not do take any action. So I called the manufacturer (again) and not only did they pick up the phone immediately, but they stated that they had no idea what I was talking about: they had never heard of the order that CarID claimed to have done. It's August 20 (1 month later) and I still don't have the part I paid for, but CarID keeps telling me (via chat) that I have to wait 24-48 hours for any update. I've waited 24-48 hours for a month now. I hope the Revdex.com can take some action.Desired Settlement: I would like other customers to know about the absolute absence of customer service at CarID before they place an order with them, and I would like a refund for all the time that I spent on the phone waiting for someone to answer my numerous calls. Of course I need the part that I was entitled to receive when I placed the original order because my truck is still jacked up in the air waiting for it.

Business

Response:

I apologize, however, we did advise the client the item was being shipped. As a matter of fact per UPS [redacted], it was delivered 8/2

Consumer

Response:

I am rejecting this response because:

I received that response 10 days later when I threatened to file a complaint with the Revdex.com. The dozen unanswered phone calls and chat messages NEVER provided a response until I threatened to file a complaint.

Regards,

Review: I ordered a car hood, and It is damaged.Desired Settlement: They should pay delivery to send the damaged hood back to them, and send a replacement hood. Or pay to have this hood repaired.

Business

Response:

[redacted]At the time of delivery, was this item inspected prior to the Driver leaving the item? Elizabeth G[redacted]Consumer Relations Mgr.[redacted]

Review: I ordered new headlights from carid.com and I recieved the with a 90 day warranty and no within the 90 day period they refuse to help me with my defective headlights and I ask for a refund and they also refuseDesired Settlement: I wish to return items for a full refund and do not wish to do business with them.

Business

Response:

Mr. [redacted] placed his original order with us on

5/26/2013. On 6/3/2013 Mr. [redacted]

informed us that one of the Halo rings around his fog light has stopped

working. On 6/4/2013 we processed an

order for a free replacement LED to fix the one that had burnt out on the

existing lights. On 8/1/2013 we received an email from Mr. [redacted] stating the

headlights he had also ordered are starting to fog up. At this point it is

normal course for us to recommend attempting to reseal the lights after drying

out any moisture. 8/2/2013 Mr. [redacted]

emailed back stating the reseal did not work and requested us to replace just

one of the lights. Unfortunately this

manufacturer does not offer lights individually and the entire set would need

to be replaced. Our next step at this

point is to warranty the lights. In all

warranty situations the original lights need to be returned prior to a new set

being sent out unless the customer is ok with us authorizing his/her credit

card until the we receive the original product back. Mr. [redacted] was not satisfied

with this resolution so as an exception we offered to remove the authorization

upon active tracking that the original lights are on the way back. On 8/5/2013

at 5:08pm EST Mr. [redacted] called in stating he was ok with an authorization on

his credit card as long as it was removed upon active tracking of the returning

lights. On the same day at 6:19pm EST. Mr.

[redacted] utilized our live chat feature and informed us that he had changed his

mind and would like a full refund on both products he had ordered from us. Our return policy is that you have 30 days

from the original delivery date to return the product for a refund. As an exception we issued a return

authorization with a prepaid shipping label for the headlights only since the

manufacturer does not have a comparable set of lights in stock at this time.

We feel we have addressed Mr. [redacted]’s complaints and are

more than willing to work with him if he feels there is something more we can

do.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I cannot remove my headlights and disable my vehicle while they send me new ones I am on unemployment and cannot afford a new set I explained all this too them every option they provided was unacceptable they said send the lights back I cant because then I cant drive they said purchase a new set and we will refund your money as soon as they receive the old ones

Regards,

Business

Response:

In regards to Mr. [redacted]'s rejection Onyx feels we have gone above and beyond to accomodate his requested. As stated in our initial reponse the fastest way for us to warranty any item would still require him to remove the lights prior to receiving the new ones. Mr. [redacted]'s response states he is unable to remove the lights and return them first because he will be without the vehicle for some time. Though we understand the severity of this issue we can only stand by our Manufacturer's warranty policy. In recap of all notes on Mr. [redacted]'s account he had requested a return label to send the item back for a full refund on 8/5/2013 which would have left him with no lights at that point in time.

Review: I ordered a New Power Steering Pump, which at the time was ordered said part was supposedly "in Stock" Shortly after charging my credit card in full for the part, I received an our of stock "on Backorder" notice.

I was told the part would ship a month later. At that time I was informed it still did not ship and would ship by yet the next fake date, another month. This same scenario has gone on now for 4 Months, the next ship date is June 26th....do you think it will actually ship then? I don't either.

They say in their correspondence this is a "made to order" part, well if they actually ordered it I am sure it could have been made over 100 times by now. I don't think this company should be allowed to sell parts they do not have or cannot get. Of course, they have our money the second you order it. They should not be able to collect until they actually ship.Desired Settlement: This company needs to provide the product I ordered and patiently waited in good faith for. If they cannot do so, they should get a NEW part from another supplier or manufacturer and pay the difference. Keep in mind, This part was paid for by me back on March 11, 2015 it is currently June 02, 2015 and no actual real ship in sight.

I obviously need and want this part, otherwise I would not have waited this long.

One last note, I spoke to someone in customer service today June 02 2015 and the same old song and dance is " this is an estimated shipping date" you can get a refund if you want....that is not what I want, I want the part I purchased.

Business

Response:

I apologize for the inconvenience however, he has confirmed that we have kept him informed of the back order. I n addition, he has agree to wait. Unfortunately, we can not send an item that is on back order. On 6/3, he agreed to continue to wait. At this point he has to notify us of his intent to continue to wait or cancel his order? Please confirm.

Consumer

Response:

My complaint has to do with the company's lack of performance on this issue. This is why I am making this complaint. For this company to say I have been informed of the "out of Stock" situation does not solve to actual problem.I purchased an item 3 months ago that was listed as "in stock" and apparently CarId actually, in fact Did NOT have the item in stock, so the "back order" process began and never ended. As stated previously, the order was placed on March 11, 2015 immediately went into a Out of stock condition. Each month they suggested a ship date one month later only to Re-Backorder this part. I have been informed that this part is "made to order" well, if that was so, the part still has not been made, and it seems the order for the part has not been made either.It is true I have aggreed to wait, only because I have no choice if I want the part and I actually need the part, that is why I purchased it, do you see where I am going with this. I want this company to be held accountable for the parts they advertised as in stock, they were happy to take the customer's payment, but they have not performed. I believe at this point they want me to accept a refund, well they should not have sold something they could not provide. That is FALSE advertising, and again, should be held accountable. So, yes the acceptable outcome is where this company is made to provide the part I ordered in good faith from them.

Review: We are an auto repair business. On August 25, 2015, I placed order [redacted] for one Left Hood Hinge Spring and one Right Hood Hinge Spring for a repair on a customer vehicle. I paid 2($27.02) + $14.53 shipping = $68.57 through PayPal. [redacted] sent one correct part and one incorrect part together in a box. The incorrect part was packaged in a plastic bag with a correct part # on the label, but the wrong part inside. I called to arrange for an exchange, and was told that [redacted] would email me with exchange instructions. I received her email Sept. 9, 2015 and was asked to email to her photos and an explanation why it was an incorrect part. I replied with photos and full explanation the next day. I did not hear back for a week and my customer cancelled the repair because we had the wrong part, so I emailed again Sept. 18, 2015 and asked for a full refund for both parts plus shipping, because we had lost that repair job since [redacted] did not send me the correct parts in time to repair my customer's vehicle. After more email exchanges, on Sept. 29, 2015 [redacted] refunded to my PayPal account $27.02, the cost of the incorrect part. I wrote back and requested a full refund for the entire order including shipping, since [redacted]'s initial mistake and then failure to rectify the issue directly led to me losing the repair job and no longer needing either part they sent to me. After another exchange of emails, they sent to me a return shipping label on Oct. 13, 2015. I placed both parts back in their box and sent it all back. Today, Oct. 30, 2015, I received an email stating that they will refund my PayPal account an additional $27.02 for the other part that I could not use. Nothing was said by [redacted] about refunding my initial shipping cost of $14.53.Desired Settlement: I need to be refunded $14.53 for my cost of shipping the original order. I ordered parts using correct part numbers according to [redacted]'s online catalog, and [redacted] sent to me a wrong part with a correct part label. They took so long in getting back to me that my customer took his vehicle elsewhere for repair. The solution they offered to me was to get a refund only for the incorrect part. I needed both correct parts in order to do a complete repair, but I lost the job because they apparently could not locate the correct part and took too much time getting back to me. I ordered correct parts in good faith using [redacted]'s part numbers, but was sent a wrong part. It took [redacted] nearly 2 months to partially resolve the issue, I lost a customer, and [redacted] wants to keep my cost of having them ship to me the wrong part. This is ridiculous, and I want [redacted] to immediately refund to my PayPal account an additional $14.53 to complete my refund.

Business

Response:

The client is correct in his statement that the shipping should have been refunded. We are processing the refund today and the client should see the remaining amount for shipping credited within 24-48 hours.

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]Wally's Wrenchmen LLC

Review: I placed an order using my credit card at [redacted] on Sunday, July 12, 2015 with CarID (http://www.carid.com/) to include wheels and mounted tires. I expected to see shipping charges BEFORE the order was placed buy this did not happen. However, after the order was placed, an invoice was received via email that did show a $161 shipping charge and a shipping date of 27 July (attached). I thought both were excessive and, after some thought, tried to cancel the order within three business days on Wednesday via an electronic link from the electronic receipt. Though this process, cancellation is requested and I expected an answer within 24 hrs which was not received on Thursday. I repeated this process on Friday morning and called Friday afternoon at 1730 where their customer service representatives asked why I wanted to cancel. When I expressed my concern regarding the excessive shipping costs and turnaround time for shipping they stated they could move up the shipping date but could not cancel my order. They stated this was a "custom order" and could not be refunded, but this was not made clear at time of purchase, nor was shipping costs or dates.Desired Settlement: Refund preferred, but also STRONLG suggest that business make shipping charges, dates, and any other caveats (e.g. non-returnable custom order) clearly apparent BEFORE processing/asking for a method of payment.

Business

Response:

The client called in to cancel after realizing the shipping was too high. he was explained that cost is calculated according to size and weight of the packages. Did he not receive a total of charges prior to placing the order. He must confirm and agree before proceeding to placing the order. Our returns policy is on our website for all to view see link attached. He could have viewed the policy and procedure in our returns area or call us to inquire prior to placing the order. His refund is denied at this time. http://www.carid.com/help-center/product-return.html

Consumer

Response:

Review: 10723334

I am rejecting this response because shipping costs were NOT provided before purchase.

Regards,

Mark Johnson

Review: I ordered a hood for my dodge charger. I was deployed in Afghanistan when it arrived. My car was taken to a reputable auto body shop to have this installed and car painted. The manufacturer state easy installation. The hood does not fit! There are major gaps between hood and car. My auto body technician has over 30years experience and said there is no way to fit this hood without major work to the car and would cost more than the original price of the hood. I have requested a refund from the company but as of today have not received anything. I have many photos which the company requested which I would be happy to provide.Desired Settlement: I would like to return hood for a full refund.

Business

Response:

?

On 2/7/14, I sent an email to Mr. [redacted] to explain that we can give him a refund minus shipping cost. However, he has to ship it to us. Please find page 2, Exhibit A.

Mr. [redacted] sent us pictures to review his complaint in regards to wanting a refund due to fitment issues. The hood doesn’t appear to be defective and does need normal adjustments per [redacted]

Please let me know if there is anything else I can assist you with. Have a great day.

Consumer Relations

[redacted] ###-###-####

Review: I ordered a product a months ago. The order number was order [redacted]. The poduct I ordered was a lower control arm from Dorman for a 92 Mazda Miata. The company kept me waiting for a months instead of offering any kind of reasonable option. They advertised the product when the product was out of stock. The online representative told me that they had it in stock. I ordered the product not knowing it was out of stock which was an inconvenience for me. It is completely unprofessional to have any individual wait 1 months for a product and still not receive it. The company could not give me any reliable delivery estimate at all. They could not even tell me if they were going to even have the product and wanted me to wait an additional month which is ridiculousDesired Settlement: The situation needs to be addressed. You cannot run a buisness in this matter it is extremely unprofessional. This business should not false advertise something. The company should list what is in stock and out of stock.

Business

Response:

This client placed his order on 1/12. Unfortunately there was a very low amount of inventory at the point of sale and this client's order was unfortunately backordered. The client was notified on 1/12/2016 at 5:48pm that the product was backordered for up to a month. At this point the client agreed to wait. Unfortunately come 2/15/2016 the product was backordered for another month. At this point the client was informed of the extension and the order was cancelled as per his request.

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]

Regards,

[redacted] There needs to be a constant monitoring of inventory if inventory is that low. Having consumers or customers wait that long is unacceptable. The point of the ordered was not to be back ordered, but to be in stock. As you can see the business did provide the correct information. The business did have me wait a month for the item of purchase. The item was still not received and requested that I wait an additional month. I payed for this item to be delivered within reasonable time not to be delayed several months. I am still currently waiting for the money to be credited to my account.

Review: I went on CARiD.com and ordered truck ramps. The website said they were sold in pairs. What I received was (1) ramp. I emailed customer service and they responded that their website is wrong and I can return it. I asked for a prepaid return label, and I have not heard anything back. I looked again this morning and their website is still advertising that the price is for a pair. If they advertise a pair, I should get a pair. Not wait until it arrives, and then figure out how to send one back at my cost.Desired Settlement: Send me the second ramp as indicated on their website and make it right.

Business

Response:

I apologize for the website error, after reviewing this further I notice the site has not been updated. I submitted to rush this as soon as possible and I thank [redacted] for bringing this to my attention. At a token of appreciation, I sent via email to [redacted] a $15.00 gift card. If there is anything I can do, please find my contact details for reference below. I can also help with her next purchase and ensure a discount if applicable on the item.

Consumer

Response:

I am rejecting this response because: I will not purchasing anything from this comapany again, therefore a $15.00 gift certificate does me no good. I had to deliver the package to the UPS store on my own time, due to their mistake. They also have my money for the product I returned and have not credited my account yet. This companies inefficiencies has cost me valuable time and money.

Regards,

Business

Response:

This item is expected back today per UPS [redacted]. I am waiting on refund status.

Review: purchased auto parts from carid.com PO Order# [redacted] ]

Order inclused a reundable core deposit charge of $70.00

Instructions for return were to be sent with order and via email for shipping lable,

Product was receoived with no instruction for return.

I contatced carid customer service on 4 occasions via online chat, email, and phone

I was originally told email with return would be sent and I would receive on Thursday, Apr. 2, ( Ben - email)

I didnt receive and sent retuen email and called on Friday and was on holf for 23 mninutes with no response and was told to leave a number for call-back...never happened.

I called again Sat , 4/4/15 aT 11:32 AM and spoke with Gus whoi reviewed my file and said I would now get a confirmning email on Monday, Apr.6 that a credit will be issued without a return. This is the seconf promise I have had bu customer service that they will followup.Desired Settlement: Immediaite refund of core deposit. $70

Fix the broken retuirn( RMA ) system with this business.

Expalin policy and procedurte for return and refund on core deposits

Business

Response:

First and foremost, I do apologize for the inconvenience. This order was placed on 3/22. On 3/31 the client called to inquire about the core deposit. An email was sent to the appropriate dept to request the return authorization from the manufacture. On 4/6 we sent the return authorization form to the client. The estimated delivery time is 4/13 to be delivered back to the manufacture. Once reviewed from manufacture, they will release the fund to us and we will issue a refund.

Consumer

Response:

I am rejecting this response because:

The explanation from the consumer relations manager is accurate but quite incomplete.Adding the following for the record:I was advised on 3/31 that a return authorization request was made on my behalf and would be sent ot me in 24 - 48 "business" hoursAfter two days, on April 2, I inquired further about the 24-48 business hour defintion and was advised by Ben via email that my retun authorization would be sent to me that day , now April 2.On April 4, I had still NOT received the return authorization and made a phone call to customer service and spoke with Gus .Gus advised he would put me on hold while discussing the delay with the returns department. He came back to me and offered me the following resolution.Becasue of the delays I expereiced, a refund of $70 would be processed on April 6 and that I would NOT be required to return the cores. I accepted this resolution and Gus told me he would personally followup with returns departemt on Monday. I asked him to repeat this advising I was making a record becasue I didnt beleive this would happen based on previous unkept promises by company representatives.On April 6 I received an email from the returns department( Natally) with return authorization and instruction to return the cores for credit... NO credit to be issuedI sent a reply email to returns ( Natally) inquiring about the offer made to me two days prior - his response was that no credit would be processed until the cores were returnedI made one further inquiry to customer service and received a response from managemnt , apologizing, but apparenlty reversing the credit resolution that was goven to me 2 days prior and advizing me that return information swas sent to me a nd a credit would not be issued until after receipt of core return.I have returned the cores ans as stated by the comnpany, expected delivery date in April 13.Based on my earlier confusing if not deceptive responses from this company, I will keep this complaint over until a final credit is issued.. I fully expect additonal delays in processing credit due me.This entire issue precipitated because the original order was not shipped with proper returninstructions at the time of order as specified by compnay policy, resulting in delays and miscommunication from thecompany. I have spent considerable time on a matter that should be simnple to resolve and find the incomplete comments from company representarive to be consistent with the decpetion and miscommunication from CARiD.com Onyx)As a matter of sales policy to resolve the issue, it would be appropriate fro the entire order amount to be refunded due to company error.However, upon receipt of the core deposit credit, I will close this complaint.I was hopeful that the company would use this information to improve their buisness model, but I do not see evidence of that.Excuse typos. please.

Business

Response:

I understand his frustrations. All his feedback was noted and did assist us in streamlining the process.

Review: I ordered an exhaust system for 99 nissan maxima. Paid 700.84. Parts were front catalytic coverter,rear cat ,flex assembly,resonator assembly,muffler. Had problem with front cat lining up with manifold bolts. Called carid they suggested I didn't know what I was doing. Made bolt pattern jig from old cat to show difference. Made pics sent to carid. After several conversations and much time received new cat which was worse than the first. Sent pics again,then told them I would get it fixed,which I did. Carid reimbursed me 50.00 {not enough}. Installed front cat,rear cat,flex,resonator all went into place. Installed muffler where it belongs. Muffler and resonator do not meet. Sent more pics to carid and info they requested. They said they were working on it but this has gone on for months. When I call I get voicemail and leave my name and number,they have my email but I get no response.Desired Settlement: This seems like an easy fix replace the muffler or resonator which ever is wrong,and quickly. This has gone on way too long.

Business

Response:

We sincerely apologize for the issues that this client has had with his order. Yesterday the client spoke with one of our Master Techs who resolved the issue and has ordered the correct product for the client. Item will show tracking within the next 24 hours. Upon receipt of the correct product all issues will be resolved.

Review: I have been in the auto body industry for 15 years and I decided to order a body kit from CARiD.com I selected parts and the Product Reviews that were posted on the parts were "Great Parts", "Great Quality" etc. I added the parts to the cart and a message popped up "We want all consumers to know that there will always be minor sanding, shaving, cutting, and/or filling prior to installing Extreme Dimensions parts. Also, the black primer finish must be sanded and other prep work will be required prior to painting." I have been putting on body parts and kits for years and I understand MINOR prep work to get the parts ready for paint. So I called to order and process my 10% military discount that is heavily advertised all over the web site. They told me that they no longer offer the military discount and they Charged me $185.00 for shipping. I was told to inspect the parts for shipping damage when it arrived and to only refuse the parts if the shipping company damaged them. When I received the parts another body shop employee inspected the parts for shipping damage there was none so he signed for the parts. I had already had taken my front bumper cover my side skirts and rear bumper off of my car and it was sitting in the body shop the parts were delivered to for fitment and prep before paint. All of the parts were of appalling quality, combined they would have taken 50+ hours of body/fiberglass work to just get them to fit, over $2500 just to get them to paint. I called and started the RMA process and after 4 days and multiple calls I was told not only that the shipping was nonrefundable but that I would have to pay for the return shipping and give them the tracking number just to start the refund process, I paid $1000 minus $200 shipping minus $450+for return shipping (because I don't have a large shipping account) = ? OMG I logged in and I was unable to leave reviews for the parts to warn other people of the quality problems.Desired Settlement: Full Refund of Product Total and Shipping and removal of fictitious product reviews and 10% Military discount advertising.

Business

Response:

On 2/10/15, we emailed him the return authorization form as well as the return label. Once the manufacturer receives the item a refund will be issued. At this point, were waiting for the process to be completed if the customer has sent in the item. He will be notified automatically via email.

Consumer

Response:

I am rejecting this response because:every person that I've talk to at this company has told me repeatedly that I will have to get my own shipping company and pay for shipping to ship the parts back and that the RMA process would not continue until I sent them the tracking number for the shipment and only at that time they would start the refund process minus the shipping cost of sending the parts to me, also another interesting fact is as soon as I filed this complaint I received an email so that I could leave reviews on the parts to warn other consumers but when I checked the site there are no reviews on the parts.

Review: I ordered a complete tire and wheel package on July 1.I was given a shipping date of August 7. I waited two weeks and asked for an update.Their reply was, we are working on your order,and same reply several weeks later.On Sept 14 I was told my tires were unavailable.My reply was since you cannot deliver the package I ordered, please cancel my order. They insisted that I had to pay for the wheels which were in stock when I placed my order.I stand firm on saying that since after two and a half months of waiting and not being able to get the package I ordered that my original order is null and void. Thank you.Desired Settlement: Refund my money back to my credit card

Business

Response:

The client called in to cancel and was advised we can cancel the tires and refund him but the rims are in production. We recently receive notification that the client has a potential pre arb with his credit card regarding this order. This order was placed and clients are advised that these orders are non-cancellable, however, we agreed to refund the tires as an exception.

Consumer

Response:

I am rejecting this response because:

I ordered a wheel and tire package.It took me several weeks to choose my wheels and tires and those are the ones I want.You cannot deliver the package I ordered so the whole order is terminated.When I placed my order I was told the wheels were in stock so they were not made for me.I was told there was a 30 to 60 day wait on the tires.I said that was fine as long as they came complete, mounted and balanced.I was then given a shipping date of Aug 7th.Why give me a shipping date if you could not deliver my package as ordered.You used this same tactic on my daughter two weeks after my order.She chose her package and paid for it.She then received a notice her tires were not available She does not know the difference between tires, and accepted it.I know what I wanted and in good faith paid for it.You disappointed me very much when after two months of waiting you could not deliverer my package as ordered and now you disappoint me even more.

Business

Response:

I apologize unfortunately our decision still stands.

CarID is the worst company I have ever dealt with in my life. I ordered my headlights in January and it is now may and I still have yet to receive them. Every time I call customer service they are closed. But if I call to place an order, guess what? They answer! Funny thing how they will be glad to take your money, but won't answer for customer service. I will never recommend this horrible company nor will I ever be placing an order with them again.

Review: I bought 2 tires for my car that their website said were the ones for my car but when I got them they didn't fit, so I called the company and told them my issue and they want me to pay for return shipping a restocking fee and shipping of replacement tires. I feel that if I buy product that your website says is the right ones for my car I don't feel that I should be responsible for any extra cost.Desired Settlement: For me to return the wrong items they sent me and for them to send me the tires that are designed for my car at no further expense to me. I just want to be made whole again.

Business

Response:

Mr. [redacted] ordered these tires online and called our Agent to confirm the size. The call is recorded if you need the

transcript, however, I don’t feel this would be necessary. This is not our error, though we took the

tires back regardless of whose error it was.

Unfortunately, due to Mr. [redacted]’s error he is responsible for the restocking fee and the return shipping. We have gone above and beyond by taking these tires back as we understand mistakes can happen. CARiD has justly serviced Mr. [redacted].

If I can be of further assistance, let me know. Have a nice day.

Consumer

Response:

I am rejecting this response because: the website showed the tires for my model and style of car. I never bought tires for this car and that's why I chose that model. That's why I don't feel I should have to pay restocking fees and shipping fees again. The customer is always right in the business world.

All I wanted was the right rear tires for my car.

Business

Response:

In discussing with UPS about the lost package and their delays, we have gone ahead and refunded him $90.70 today. Even though this is not our error but the delay is with UPS.

I hope this will satisfied everyone involved.

Review: I have ordered a set of wheels for my BMW x5. After discussing my needs with a wheel expert and confirming proper fitment. I decided to order a set of lexani lust 18" wheels. After receiving the wheels I brought them to my local wheel shop to have them installed. I had ordered the shop to installed my winter tires on my exisiting rims and mount the current tire on my new rims. I had also instructed the mechanic to test fit the wheels prior to mounting them. To my suprise, the wheels did not fit on my vehicle. I contacted carid.com to let them know, they offered a potential solution to send my wheel spacers. After discussing with the mechanic, he was convinced this would not solved the problem and I declined their offer, opting for a exchange instead. While looking for exchange, I had found a set of wheels from another website. I had approached them to see if these rims would be available and if they could price match. The wheels were available could not price match. Given all the dificulities I had dealing with them, I decided to go for a refund. I packaged the wheels which at the time were in perfect condition as instructed by them. I was contacted on July 9th by them saying that 1 wheel had failed inspection and would not received the refund for that wheel. From the picture provided, it appears that the packaging material rub on the wheel creating some surface scratch on one of the spoke. I would qualify damages reported by them based on pictures they sent me as very minor. To date, I have incurred over $150 in expenses related to wheels. I had to pay the wheel shop to remount my all season on my existing rims, travel from Canada to States to pick them and and return them, after I was told several time that I would be able to ship them back from Canada at no extra costs.Desired Settlement: I expect a full refund from the company. minor damages occured in transit and was outside my control. Used packing technique as prescribed by them. these wheels were also returned because of fitment issue. Proper information was provided to them to confirm fitment prior to having the wheels shipped. If the wheels would have fit as gareented they would not have beed shipped back.

Business

Response:

Mr. [redacted] is correct in stating the wheels had a defect which CARiD agreed toaccept according to the damage noted. Any damages outside of what was notedwill be deducted from his refund. Our offer was that he can upgrade to a largerdiameter at no cost or request a refund. He chose to request a refund. Please be advised that Mr. [redacted] provided the below shipping address to New York notCanada. We gladly provided a return shipping label for the wheels from NY toCalifornia at our expense. [redacted]We accepted responsibility for the damage wheels and did not ask Mr. [redacted] to cover anypart of the damage, in stating such, he should not expect us to absorb the losshe incurred while the wheels were in his possession. I apologize, however atthis time CARiD will decline in covering his decision to ship from Canada toUS. This complaint was handled appropriately given these circumstances. If there is anything elseI can do for Mr. [redacted] let me know. I will gladly review further.

Business

Response:

Mr. [redacted] is correct in stating the wheels had a defect which CARiD agreed toaccept according to the damage noted. Any damages outside of what was notedwill be deducted from his refund. Our offer was that he can upgrade to a largerdiameter at no cost or request a refund. He chose to request a refund. Please be advised that Mr. [redacted] provided the below shipping address to New York notCanada. We gladly provided a return shipping label for the wheels from NY toCalifornia at our expense. [redacted]We accepted responsibility for the damage wheels and did not ask Mr. [redacted] to cover anypart of the damage, in stating such, he should not expect us to absorb the losshe incurred while the wheels were in his possession. I apologize, however atthis time CARiD will decline in covering his decision to ship from Canada toUS. This complaint was handled appropriately given these circumstances. If there is anything elseI can do for Mr. [redacted] let me know. I will gladly review further.

Review: I orderd a set of side steps for my truck via carid.com over three months ago and was quoted a wait time of 3-4 weeks because it is a built to order item. After my shipment being delayed multiple times I then get notice from ups that the items will.be delivered 5/1/15 but the boxes are in bad shape and to check the items for damage. Upon doing so the items were damaged and sent back. I have since requested that another order he placed to replace the damaged ones and I keep getting told to cancel my order because the parts are on back Order and to place another order ( all that will do is delay the process even more). These parts that need to be ordered are made per order and the manufacturer gives a quote time of 3-4 weeks regardles. I have attempted to remedy this issue since the original delivery date of May 1Desired Settlement: I would like to get a new set of side steps shipped ASAP as well as my shipping money back

Business

Response:

We have order the replacement for the HD Steps, which he is aware of. He received a confirmation email as well as an estimated ship date of 6/10.I apologize if he felt we did not order his item, can he confirm if he received notification of his order? Our emails are being sent to [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: From the original ship date of 5/1/15 until 5/10/15 I had to contact a carid.com representative everyday to have replacement items ordered. The first time I called it should have been handled on 5/1/15 considering the rep I spoke with said they were going to place an order with a rush on it. After contacting multiple times and multiple days I then found out nothing was done.. Only after 10 frustrating days of arguing they then Placed the order. I would like to think the shipping money that was spent of almost $190 should be returned due to the fact shipping is the reason for damage caused.