Onyx

Review: I purchased a tool box. The total price was $400.45. The tool box arrived severely damaged to the point to where I could not open the lid. I contacted customer service, told them the problem, supplied them with numerous pictures of the damage, and they offered me a $30 refund OR I could send it back, with ME paying the $75 return shipping, and they MIGHT get it approved to issue me a refund or replacement. I told them a $30 discount was not acceptable for a $400 item damaged this bad and that I shouldn't have to pay for the return shipping on an item that was damaged upon arrival. They informed me those were my only options.

I will gladly keep the box and fix the damaged areas that are fixable but I do not feel like $30 is a sufficient discount. If this box were in a retail store, it would have been marked down at least 50%. No one would pay $400 for a box damaged so bad it wasn't even usable when it arrived.Desired Settlement: I would prefer a sufficient discount rather than to be inconvenienced by having to repackage the item, drop it off at a shipping location, and waiting around for a replacement. This box is 6 feet long, it's not the easiest thing to package and ship.

Business

Response:

The client was refunded $200.00 on 7/10. No further discount will be applied.

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: My name is [redacted]..

On April 02 2015..

I purcharse 4 rims and tires my order #[redacted] they send me a email that I will get the

merchandise April 22 2015..and didn't received...I call the April 22 2015 ..and they told me

I will received 24 -48 hrs....and didn't received ..They email me saying that I won't get them till June 22 2015...Almost 3 month to received my merchandise when I was waiting 2 or 3 weeks..

I call to cancel my order and they told I couldn't cancel. ..I want my money back... $2,828.39..

Thanks. ..

Business

Response:

The wheels order is non cancellable, non returnable and the client was explained this. I apologize for any inconvenience caused in delay of manufacturing the item. On 4/23, the client was advised of the changes in estimated ship date which they understood and agreed to wait.

Consumer

Response:

I am rejecting this response because: I can't wait to June 22 I will like to get my money back I bin witing for amost one month in a have I thought that the company was a company of their word but I was wrong also they keep on telling me diferent date that I will received my order all I want is my money back ...Thanks

Regards,

Review: I ordered a set of mud flaps online through husky liners/[redacted] consumer products which then 3rd party to Onyx. When I placed the order it said that the mud flaps were compatible to my 2013 Ford Edge but upon receiving them I found out that they were for a Ford F-150. I tried contacting [redacted] & they then told me I had to contact Onyx since the order was filled & sent out by them. I tried emailing them on the Onyx Enterprises website via their contact form after the original call & received nothing back. I tried again a week later with still no response. Thinking maybe they weren't as quick to respond that way I took the service email via their contact information & emailed it personally via my email account. Over a week later I still had no response from them. I called today to get the information to return the product & found out they have a "30 day return policy" which I was unaware of since it was not stated anywhere on any packing slips with my products or on the onyx website where I was getting the contact info. They refused to do any refund for the product because it is past the " 30 day policy."

Order number: [redacted] ([redacted] Consumer Products, Inc.)Desired Settlement: Refund

Business

Response:

This order was placed online by the client on 9/30/2015. The website the client ordered from was [redacted] which is a subsidiary of Onyx. Upon completion of the order an email confirmation was sent to [redacted] This confirmation contains details of the [redacted] return policy which can also be found at the following link: [redacted]

Review: At the end of July, my wife ordered 8 ceiling fans. On July 29th my credit card was charged for $1408. Finally on August 26th 8 boxes come in the mail. On Friday August 28th I open the boxes to discover that the company sent me 8 floor cleaners. I called first thing Monday morning to get this resolved. The customer service rep laughed when I explained the problem. He ([redacted]) told me that he would call me back on Tuesday with a solution. He calls me back Tuesday and says he is still waiting to hear from the company he will call me back in an hour. well he never calls me back. I call back the next week on Tuesday and talk to [redacted]. she informs me that they will refund my money after I mail the floor cleaners back. I told her that I've been waiting a week to find out how to mail them back when I was told I would be contacted in an hour. A few days later I mail the floor cleaners back when I got the shipping labels, and still a week later I do not have my money back. This companies customer services is deplorable. They can't follow through on a single thing they say they are going to do. They have had my money for almost two months, and all I have is a headache and a ceiling without fans. Not to mention how the company screwed up sending 8 floor cleaners when ceiling fans were ordered. You think they would fix this kind of problem rather expedientlyDesired Settlement: I wanted my money back over two weeks ago when I discovered that the company sent me the wrong Items. They shouldn't get to keep my money interest free while they drag their feet to send me the shipping labels then process the order. Also I want this company to stop posting that they are a "[redacted] approved store" So ridiculous that they don't know the difference between a ceiling fan and a floor cleaner, and when it is recognized they can't even fix the problem. [redacted] says this happens a lot with the company that they send the wrong items. I think the company should take a good look at their process and minimize how often this happens in the future. I would hate to know how many other people are suffering through getting the wrong order and having the company slow to refund the money. Thank you

Business

Response:

[redacted],The refund was processed see below for the date and amount. 2015-09-15 23:18:00 $1,408.68 [redacted] Refund

Review: [redacted] sent me an incomplete order that was the wrong product. When I informed them of their mistake they delayed responding to my inquires for over two weeks. When [redacted] responded they attempted to place the blame on me and charge me for their mistake by way of shipping costs and restocking fees which I refused to pay.

I spent over two weeks and many hours providing the photos they demanded, which were continually misplaced, only to have [redacted] send out the wrong order again. I am supposed to get a refund but have no idea when that may be. And am stil stuck with no product, no funds to order a correct product and a bad taste in my mouth form this debacle.

This is after the initial three days of trying to order the product, being asked for my military ID and when explained that is my SSN it did not seem to faze them even when told doing so is illegal. Having $50 of shipping costs in upgraded mailing tacked on without my permission and reps changing my order and my shopping cart items. As of now, [redacted] reps removed every item from my cart to cover their actions.

There is nothing appropriate about the way [redacted] does business or treats it’s customers. I have informed the seat cover manufacture who is also investigating [redacted]Desired Settlement: [redacted] should honor it's original price they charged me but they refuse. It is clear their system is broken as I was forced to repeatedly address the matter which cost my time and frustration. If they can no honor the original costs, then [redacted] should comp the product. I must now find a way to order the same product, will have to wait two more months for delivery, and probably pay more in costs.

Business

Response:

[redacted],This order is pending full refund once the item is received. The manufacture will advise us of the refund. The client will receive a refund email. However, we are not showing any activities on the return labels we provided. Please indicate what return labels were used? I can look into this further. [redacted]Consumer Relations Mgr.###-###-####

Review: Wheel rims were ordered and one month after the promised delivery date I was informed delivery was delayed another 30 days - twice. First by email, then by phone (voice mail). My credit card information was stolen from Carid.com when my order was processed. American Express alerted me fraudulent charges after the transaction. This site needs to be shut down immediately!!!Desired Settlement: American Express has denied payment to the site.

Carid.com should be shut down for their fraudulent practices.

Business

Response:

I can understand Mr. [redacted] frustration in regards to the delay of his order but we are surelynot a fraudulent company. In fact we advised Mr. [redacted] of his delay and he agreedto wait patiently. Please find his response to [redacted] our Sales Agent on or about 5/30/14. Hi [redacted], Thank you for the update. Have you been advised of the reason for the delay? This is disappointing news, but I remain interested in the wheels and will wait for confirmation of shipment based on the new estimated shipping date. You can continue the order as processed. On 7/2/14, we were notified of the estimated shipping date being changed to 7/30/14, from manufacturer.We called Mr. [redacted] and left a voicemail. He has not called us back since and started a charge back from his credit card company. I personally called Mr. [redacted] on 7/7/24 and left a voice mail for a return call. At this point, it may be too late to cancel as some items are available andstarted the process to build the wheels, unfortunately some items are still on back order.

Review: I ordered a set of wheel covers for my 2008 Toyota Prius in February. I asked for a size 14 inch wheel covers; however, the company delivered the wrong size. I opened the packaging, and I found size 16 inch wheel covers. I called today, Saturday June 7, 2014, to exchange the item. I was informed of the company’s return policy, so I was not asking for a monetary refund, but I indeed asked for an exchange. I attempted to exchange the wrong size wheel covers (the company’s fault) for a different item, but the supervisor [redacted] refused to grant me an exchange.Desired Settlement: I would like a refund for the wheel covers or simply an exchange.

Business

Response:

6/10/14 Complaint ID: [redacted]Name: [redacted] Date filed: 6/7/14PO#: [redacted]Item in question: Universal Chrome Wheel Covers 16”Order date: 2/1/14 [redacted]I apologize that Mr. [redacted] feels in this manner. However, I pulled the chat log of when he inquired about this item. Mr. [redacted] actually asked, “Would you company have a similar style of wheel covers, but in a size 16 instead of a 14 inch?” Then he later confirmed by stating, “I double checked my wheel size, and it is a size 16.” It was finalized with this statement from him, “It's fine. May we proceed with the process of payment?” In regards to the PayPal dispute that was open on 5/23/14, end result it was ruled in our favor. In addition, I called the manufacture, they are willing to take the item back as long as it is in the original packaging. I sent an email advising Mr. [redacted] on 6/9/14, to date I received no response or cooperation. I will wait until 6/13/14.We handled this order appropriately, no further assistance will be made after this point. [redacted] Consumer Relations Manager ###-###-#### x[redacted]

Review: I have given Onyx/carid 6 months and have been told I would have a warranty replacement for my 700 dollar rear bumper for my truck. The warranty replacement had been accepted but they have not gotten the bumper from their supplier to me. I am fed up and have been told id be contacted numerous times and never hear anything. They have blatently ignored me and I want this resolved. Please contact me at [redacted] as soon as possible.Desired Settlement: I want the bumper they accepted the return on to be shipped to me finally as I have waited 5-6 months for it.

Business

Response:

I am waiting on the manufacture approval for the return. I had to resubmit a few times with reason for exception of this order.

Consumer

Response:

I am rejecting this response because:

I have a one year finish warranty and have constantly been told the manufacturer is being contacted and have spoken to them directly and no one in their customer service department has taken that call from onyx/ carid.

Business

Response:

We are attempting to replace this order, the biggest problem is that the client made a comment that he wasn't sure if the item was purchased through Amazon...this is creating a delay.

Consumer

Response:

I never once said I purchased through amazon, I purchased over a phone order directly with carID. Half of the issue is that carid won't reply to me, they send emails to my fathers email @ [redacted] and he got an email yesterday saying one was going to be shipped mid september??? As if I haven't waited long enough? I put carid solely at responsibility for this over excessive delay and I do not want Ranch hand being charged with the bumper and carid should be responsible for covering the expense of it. MY EMAIL IS [redacted] REPLY TO ME!

Business

Response:

Please be advised that we are replacing this item to avoid any further complications with this order. However, you did indicate that you saw our name on your invoice and feel it was us but you weren't sure if it was a different vendor. Regardless we are ordering the item. You will receive an email confirmation. I do apologize for the misunderstanding.

Review: on march 3 me and my roommate bought 1,500 dollars of parts from [redacted] and they sent wrong parts canceled order re orderd car has been in shop over 2 mounts they sent out the wrong headlights wrong body kit front bumper asked for more money I have talked to them over 10 times they say they wont refund the 35 dollars a day storage to us for body shop the bill is 2,100 dollars and the body shop called them about the front bumper replacement and [redacted] said how much to make it fit body shop said 500.00 and [redacted] 0fferd 150.00 to make it fit the body shop is mad we are mad we took the car to the shop 2 weeks after the parts were supposed to be there and now it has been almost 3 mounts we are out storage and had to find other transportation [redacted] gives the run around gave us a discount took it away and then asked for more money this has gone on 2 long please make them understand that this is a very poor way to do buisnessDesired Settlement: for them to pay storage and send out right parts

Business

Response:

[redacted],Just to clarify, the amount I show is $1,200.00, In regards to his concerns, an Agent spoke to him on 7/24 and ask to make a decision and contact us again with his intent. We offered a $200.00 refund or he can return all items back for a refund. We found due to his concern, that don't have a fit for his vehicle type which is a hybrid. I'm in the process of having the website reviewed and updated. I apologize for the inconvenience. unfortunately, we did not agree on paying for storage, however we can refund his order.[redacted]Consumer Relations Mgr. ###-###-####

Review: Issue: damaged part (fixed) part not primed (big issue)

End state is that I have a bumper that was mishandled due to [redacted] instructions to open and inspect before signing to check for damages. Opening the part was not a good thing because the part was not primed as advertised by [redacted]. [redacted] won’t replace it because by their standards, the part was mishandled (because it was touched without gloves) and [redacted] won’t replace because part was signed for. The issue at hand is that [redacted] passed and advertised false info which leads to the part being touched without gloves (mishandled according to manufacturer); this is why I believe [redacted] is at fault. On their site and during a phone call with [redacted] they stated: that upon arrival I was to open and inspect the part prior to signing for it, which I did. She also went over what is laid out on the site: **We want all consumers to know that there will always be some minor sanding, shaving, cutting, and/or filling prior to installing [redacted] parts. Also, the black primer finish must be sanded and other prep work will be required prior to painting.** Due to customer signing for part customer took care of damaged sections. Good-to-go, understood statement is on the site.Desired Settlement: I have already put a lot of $$$$ on this bumper and ask that [redacted] and [redacted] help resolve this with a replacement bumper. I know no one wants to come up short on this but ask that both companies work together to help me the customer. As the manufacturer knows trying to paint this bumper will result in way too much $$$$ over the lifetime of the bumper because it will continue to peal over time.

Business

Response:

1/9/14

Complaint ID:[redacted]

Name: [redacted]

Date filed: 12/30/13

PO# [redacted]

Item in question: [redacted]

[redacted],

Due to Mr.[redacted] inconvenience the manufacturer has agreed to accept the item back. As a result, we

are replacing the rear bumper for the customer. He is aware and is pleased with the outcome.

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

Consumer Relations

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

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:

This order is on hold as there is an damage inspection taking place. It may take 7-10 business days.

Review: I ordered running boards for my truck on 4/6/15. Here is the chronology of what has happened since:

-I originally placed this order on 4/6/15

- I received 2 of 3 packages towards the end of April (maybe 4/29). The steps were never delivered.

- I contacted both [redacted] and [redacted] at the end of April or the beginning of May 2015.

- A second order was created, for the missing part, on 5/6/15.

- That order was delayed several times.

- I finally received a package on 6/15/15

- That package contained the wrong replacement part. They resent the tubes and did not send the missing steps.

- I tried calling [redacted] customer service department several times on 6/15/15 but could never reach anybody.

- I called again on 6/16/15 and finally was able to talk with a customer service rep after waiting on hold for about 45 minutes.

- After 1 hour and 11 minutes I was somehow disconnected and was not able reach a customer service rep again.

- The customer service rep never called me back even though they had my number and contact information.

- Placed another call late in the day on 6/16/15 and spoke with a supervisor (TJ). He promised to call me back on the morning of 6/17/15 with an update. As of 4pm Eastern Time on 6/17/15, I have not received a call back and have tried to contact TJ directly.

This is about the worst experience I have ever had when dealing with an online purchase. It has nearly been 2 and a half months and I still do not have all the parts I ordered. I will never order anything from [redacted] in the future.Desired Settlement: On 6/16/15 and 6/17/15, I set the following expectations with [redacted]:

Regarding my order, if I do not receive the steps by this Thursday (06/18/15), I expect to be reimbursed for the entire order amount (approx. $400). I will not return the tubes or bracket hardware since that has already been installed on my truck. If you insist on the entire order being returned, you will be obligated to pay both for return shipping and any costs I incur to get the tubes removed from my truck.

Business

Response:

[redacted]

I do apologize and he did receive the item on 6/18, [redacted]. Delivered On:Thursday, 06/18/2015 at 9:50 A.M.Left At:Front Door.Can he confirm receipt? Elizabeth G[redacted]Consumer Relations Mgr.[redacted]

Review: carid.com, debteded my checking acct. my $72.42 for towing mirrors, on 19Mar15. I never received the mirrors. While I was waiteing for mirrors I was admitted into the hospital. While I was in the hospital I ask a friend if he could hold the mirrors for me until I got out of the hospital. The mirrors never came so I called carid.com when I got out of the hospital. They advised that me that the address was undeliverable via UPS. Carid resent the mirrors given me another order number which added to the confusion from the first order. This added to the confusion because they assigned two order numbers to me, even though I only order ONE Product. carid resent the mirrors, and upon receipt of mirrors tried to put on my Dodge Ram Truck, and they did not fit properly. They would not stay in place and would have become a REAL Driving Harzart. So I returned to the company, they were never used and it was within their return Policy of 30 day window. This company only returned $52.39, of my $72.42, claiming they had to charge me $20.01 for shipping cost. There return policy claims, they will refund you a 100 percent of your money if your not fully satisfied with their productDesired Settlement: I desired the remainder of my monies ($20.01).

Business

Response:

I need a purchase order, name, telephone number or email address associated with the order. The information provided is not pulling up any order.

Review: Ordered products that were listed would ship within 2-4 weeks.

The order was processed and charged my credit card $833.00 on 07/31/2015.

Was sent a email stating the orders estimated ship date would be 08/27/2015.

Was sent another email stating a delay notification date 09/18/2015.

Called on 08/06/2015 to cancel due to delay and have credit card refunded the full amount.

Was sent two cancellation request emails with confirmation numbers.

Was told a refund would be processed within 24-48 business hours.

Checked credit card for refund 08/13/2015 no refund.

Called today 08/14/2015 they stated they did not know why it was not processed.

They were told I was contacting Revdex.com.Desired Settlement: I expect a full refund of $833.00 credited back to my credit card within a week.

Business

Response:

We processed a refund in the amount of $833.00 on 8/16. Please allow 3-6 business days.

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: product sent to me wasnt what was advertized call back same day left on hold for 93min till someone came on phone told them the promlem and was told there was nothing they could do since returns are not excepted nothing on there web site says that plus this product is $90.00 and of very poor quailty asked to speck to a mgn and was told there is not one which means this is one of fake on line companys asked for name of who I was talking to she gave me her ex number this a fake co doing bussiness in your stateDesired Settlement: will send product back in oringal box and in unused condition and credit my credit card account

Business

Response:

I apologize for the inconvenience, he received a damage item and we asked for pictures. We received the pictures and refunded via PayPal.

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 an item from CARiD.com, a truck bedside panel. The item was damaged upon receipt over one week ago. I've spoke with individuals per their help line on five separate occasions without any resolution. Initially I was hoping to just get the item replaced, but after two separate conversations where I was told a replacement would be sent and an email confirmation sent-I have yet to have any confirmation of a replacement being sent and phoned them again today having them tell me nothing has shipped.

On the day I received the damaged item I phoned them immediately and was told they'd have UPS out in 24hrs to pick up the damaged item. The item has yet to be picked up.

Today after being told a replacement still hasn't shipped I informed them of my desire for a refund, that I also still haven't received.

Thank you.Desired Settlement: Refund my purchase price 615.34

Business

Response:

6/3/14

Complaint ID: [redacted]

Name: [redacted]

Date filed: 5/23/14

PO#: [redacted]

Item in question: Truck Bedside Panel

Order date: 5/6/14

I apologize for the inconvenience of his order. CARiD processed a refund on 6/2/14, in the amount of $615.34, the transaction id: [redacted].

If you need further clarification, please advised.

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 called carid and I told the lady I want a front bumper for my 2012 Ml 320 benz. When the product was delivered it was a wrong one. So I call carid again and the lady name Cacil told me that was the only bumper for that car, and for the to believe my story I should take pictures of the bumper by placing the bumper on car for them to why it will not fit or wrong. I did that took the pictures and email them to her. She email back and told my pictures were accepted and it will take 24 to 72 hours for them to issue RMA. to pick up the item. Now I can't reach them on the phone and they will not reply my email, as to what to do next.I really what to put Carid on notice that this does not happy to others.Desired Settlement: To pick up the wrong bumper and refund me the cost of the product $159 and the shipping fee $80.

Business

Response:

We are working with the manufacture to get the return label to customer. It has been approved and customer will receive the label shortly. I apologize for the inconvenience and the customer is aware of the approval.

Review: [redacted] shipped/delivered an automotive part. July 1, 2015 as I remember. (Upper control arm supposed to be for a Van model [redacted]#) The part was installed (July 2, 2015 as I remember) at a labor cost of $250.00. It was then discovered that an alignment could not be performed. The mechanic looked up the part number from the box and it was determined that [redacted] sent the wrong part. I Was on vacation 7/5 thru 7/12 so I contacted [redacted] on 7/13. The correct and incorrect parts look very much the same. The incorrect part had to be removed (July 3 as I remember) and a correct part from another source was installed at a labor cost of $150.00. The incorrect part was confirmed by the mechanic (using the part number off the box). The part was for a [redacted]# axle, not a [redacted]# axle. A subsequent conversation with a [redacted] customer service rep confirmed that the part was listed for a [redacted] not a [redacted]. The original customer service rep. also wrote an email saying "I see here you could have received part # [redacted] which is for the [redacted] lb axle". I am not asking for a parts refund as the mechanic thru the incorrect part out. I asked [redacted] to compensate me for the extra labor cost of replacing the incorrect part they sent me. ($150.00) [redacted] rep. ([redacted]) left a voice message referencing a disclaimer clause. This clause only limits liability for "incorrect wording" in advertising. The disclaimer is poorly worded and when read in context it does not limit [redacted] liability for shipment errors. There is a reasonable expectation that if the correct part is ordered from an auto parts business like [redacted] the correct part will be shipped. I tried to call the supervisor "[redacted]" but the wait times are extremely long and couldn't keep waiting. My last email stated that I would contact the Revdex.com to which [redacted] did not respond.Desired Settlement: A refund of the extra labor cost as a result of [redacted] error. $150.00

I will accept store credit (not a discount coupon) but the credit has to be good for 3 years.

Business

Response:

[redacted],The client claims we sent the wrong item but threw the part away, at this point we can't confirm this. We are willing to exchange the part but he needs to return the wrong part. As far as the labor fee's, again I need the part to confirm what he received. If I can be of further assistance let me know. [redacted]Consumer Relations Mgr.###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Their shipping records will indicate they sent the wrong part. Have them produce the invoice from the shipping department. It will show the part number.They know the part was thrown out, not by me but by the shop. That's why they say they have to see it. If need be, the owner of the shop will sign an affidavit attesting to the fact that the part was incorrect. He looked over the box the part came in and looked up the part number. He then called me to tell me it was incorrect.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Show me the documentation indicating the [redacted] number of the part that was shipped. That's all you have to do.

Regards,

Business

Response:

Part number: [redacted]

Review: I ordered a grill guard for my 2012 jeep liberty, I paid $286.56 and $149.00 for shipping, with taxes it came to $435.56. The man I ordered it from [redacted], from Car ID) said that someone would need to sign for the package, and asked if someone would be home to sign for it. I said yes, and the ordered was placed. 9 days later we get the grill guard, my landlord signed for the package, and the man left it on the ground by the door. The landlord came down and said our box was here, we went up and opened the box, to find there was a dent in the top bar, and scratched. I called CarID and told them we just got the package and my grill guard was damaged. After a brief hold he told me that it was shipped freight and that" Manny explained to us that when it's shipped freight, and signed for, if the item is damaged, there isn't anything they can do." I told him that was never said to me, and I also reminded him that the calls are recorded and to go back to listen to the phone call, I told him I wanted my money back or a new grill guard and a credit for the waiting for this one to be picked up and the shipping wait for another. He said that wouldn't happen.Desired Settlement: I would like my $435.56 credited back to my credit card, or I want a new Grill Guard, and a credit for waiting for the new part to come in.

Business

Response:

9/27/13

Website SKU#: [redacted] Black Powder Coat Grille Guard

MFG# [redacted]

Shipping Cost: $166.88

I called [redacted] regarding her concern of the damage claim. I pulled the call and she was incorrectly advised that we will not take the item

back due to her not signing the Bill of Lading as a damage claim.

[redacted] was not informed of the Freight Disclosure at the point of sale, for these reasons we are refund her $75.00 of the shipping cost. I apologized

for the inconvenience.

The Manufacturer has been informed to replace the damage grille guard at [redacted]’s request. I did explain to [redacted] that the damage claim process can

take some time as the Manufacturer has to perform their own research. She understood.

The agent involved is new and was recently released from training. The Agent is being coached on how to address damage claim calls to avoid a repeated

complaint.

The Customer thus far is pleased with the outcome but will wait until She receives the new grille guard to complete her assessment of us.

We strive to provide a WOW experience and hope we have provided that. If you need further explanation, please advise. Have a great day.

Review: I ordered a custom wheels set from carID.com. Their site guarantees the wheels to fit. I test fitted the wheels to my car (prior to mounting tires to the wheels), and the wheels didn't fit. I called carID.com as soon as they opened to let them know the wheels didn't fit, and I wanted a refund. Initially, they said I would be able to get a refund, but they have been backtracking for the last three days on their word. When I requested a refund due to the wheels not fitting I was told I would need to submit photographic evidence of the wheels not fitting. I took my car back to the shop, and had pictures taken of the wheels not fitting. CarId.com then tried sending me 10mm spacers and long lug nuts to make the wheels fit. I refused the spacers and long lug nuts. I told them I paid for a custom wheels set to fit, and that's not what I recieved, so I'd like a refund. I told the rep. on the phone I'd even requested a different offset (+35), and was told by their staff that they were going to send a +40 ET, and it should fit. Now CarID.com is telling me they need to look-up the phone call of me telling them I wanted an ET of +35 before they can proceed with the refund process. Also during this conversation the rep. said that they only make this particular wheel in +40, which is hard to believe, and if that's the case they should've never been selling them with a guaranteed figment for my car (2012 Audi A7). He also said since the wheels were custom ordered I can't send them back for a refund. This is a total 180 degree switch from what I was told just a few days ago when I was told I would get a refund. It sounds like they're giving me the run around. The fact remains that they've sold me a set of wheels that were guaranteed to fit that don't fit. I simply want to send the wheels back and get a refund. I have all of the pictures from their website stating the wheels are guaranteed to fit with the year, make, & model of my car specified.Desired Settlement: I would like a full refund of $1,502.68 credited back to my credit card

Business

Response:

Unfortunately, we are not able to refund him as this is a custom order. On an email dated 1/13/2015, see below the customer was informed of the spacers. At this point if he disagreed, it should have been brought to our attention. If I can be of further assistance, please let me know or provide additional documentation. [redacted]We have received your rim order. Because your vehicle has big brakes we aresending out spacers with your order. We will keep you updated on your order.

Consumer

Response:

I am rejecting this response because:

First, I was never given a choice on if I wanted the spacers or not; I was just told they would be sending the spacers. Second, if the wheels were "custom ordered," nowhere on the order form does it indicate the wheels are "custom." Also, if the wheels were "custom ordered" they would fit my car. I think of wheels being "custom" if they're specifically made for the vehicle specified; these wheels obviously weren't made specifically for my car. "Custom" made wheels don't need spacers to make them fit. Third, even with the spacers in place the wheels don't fit. The company guaranteed the wheels to fit, and they don't fit. Their sales person told me I would be able to get a refund, and now they're trying to deny me a refund. I have photographic evidence of their website 's claims of the wheels being guaranteed to fit with the make and model of my vehicle specified. I was told last Thur. 3/26/15 by CarID.com I would be called back after they checked their call logs, and I haven't heard back from them. This company is at the very least extremely dishonest. They shouldn't be guaranteeing wheels to fit if they're not willing to back up their word. The guarantee is very misleading; boarding on fraud. The fact is the company sold me a set wheels that don't fit; even with the spacers they sent. It's time for them to honor their word and provide me with a refund.

Business

Response:

We did inform him of the spacers, see attachment. I apologize, however all wheel order are non cancellable or non returnable. A custom order is a special order made for the client altering its original state. Our fitment is based on what was order, however at times the customer feels it is not a fitment based on the appearance of the wheel after it is on the vehicle. The fitment is often personal appearance issue rather than actual item order.