Performance Online Inc

We would like to apologize for this situation being brought forth in the manner it hasHere are the details of the product purchasedThe customer must take responsibility for his actions in severely damaging the productWhether it was the customers faultdirectly or indirectly, it is the customers responsibility to make sure the product is returned and packaged properly without damagePlease keep in mind that this is a mail order transaction and the customer is located in Michigan and POL is located in California.The customer ordered a chrome power disc brake booster kitThis kit is made up of several individual piecesHere is a component list of the kit contentsChrome power brake booster(Damaged in return process)Power brake booster mounting bracketsChrome Master cylinderChrome prop valve with mounting brackets and lines.Per the customers own prior statement, the part that was defective was "It had a bad prop valve and a bad master cylinder"Performance Online has no issue refunding this customer for any defective productHowever, the fact that the power brake booster itself was damaged beyond repair is a different situation. In order to end the needless back and forth POL's refund amount offer is now $355.86 The amount of the damaged and non returnable chrome power brake booster is deductedOriginal shipping charges are now included in the refund.Sincerely

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11797978, and find that this resolution is satisfactory to me.I would that the amount of $for the shipping that I payed for needs to be added to the amount which would bring the total to $426.36, "THAT IS THE AMOUNT I WANT TO BE PAYED"!!!!!!!!!!!!!!!!! I NOT GOING TO LOOSE THAT, IT'S NOT MY RESPONSIBILITY TO PAY THE POSTAGE FOR THE RETURN OF THERE PARTS!!!!!!!!!!!!!!!!!!!!

Initial Business Response /* (1000, 5, 2016/04/04) */
Performance Online would like to apologize for this issue to have been brought forth to the Revdex.comThe customer did purchase items from Performance Online for a 2nd day shipping deliveryThe customer did in fact order the parts on tuesday
2-2-from our internet storeThe customer did not, however, read the disclaimer which is clearly stated in the shopping cart during the check out process
"NOTE: Shipping times are not guaranteedPlease allow up to hours for us to assemble and package your order properlyIf you have certain delivery requirements, please call us to confirm exact details"
According to our records, a tracking number was processed and emailed on 2-4-which is within the "Disclaimer" time frameAlso, the customer did not contact Performance Online until his assumed delivery date of thursday 2-4-when his order was already scheduled for pickupOur sales tech was glad to stop the package and upgrade his order to next day air at an additional feeThe customer refused the additional fee but was otherwise happy and said he loved our products
Performance Online prides itself in the best customer service possible and does recognize that items are not always shipped as quickly as the customer would like and for this reason we have disclaimers
Performance Online has some concerns of its own
Why is the customer complaining months after the purchase?
We see no records of, or notes on his account as to what he is wanting
We see nothing in his complaint that asks for any type of resolution other than to somehow blame Performance Online for something it had no control over
All items documenting this transaction can be made immediately available upon request
Thank you

Initial Business Response /* (1000, 5, 2015/08/28) */
We are a Revdex.com Accredited business. Our Terms and Conditions have met the standards of the Revdex.com. The restocking fee that was applied to the customers order is a standard in our mail order industry. There are many factors involved in shipping an...

order to customer. The restocking fee is to cover the labor and packaging costs involved in the process when a customer changes their mind on a purchase. We sell many of this particular disc brake conversion kit and have had great success. We have tried to communicate with this customer and he will not respond to us as we are certain that his claim that the kit didn't fit his vehicle is because his vehicle is modified. This is why he would not send pictures to us when requested months ago to see what, if any issue there may be. However, we do not want any customer to feel penalized for returning a product regardless of their reason. We would like to meet the customer in the middle and just charge our "Unopened" "Performance Return Policy" of 10% instead of the 20% restocking fee even though we still had to re-package it. We await a mutually favorable response.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The need for a restock fee makes sense under some circumstances. If our decision had been to not do the install, then the fee should apply. However in the case of parts not fitting, don't believe it should. WRT the mentioned photos, given the point of interference, there was no way to take a picture (it was inside the wheel. However measurements were taken and provided. For the rotor interference, the rotor is 3.043" diameter while the wheel opening is 2.75" (the rotor is .293" too big). WRT the master cyclinder, the provided unit is 8" in length while the distance from the power booster to the inner fender well is 7" (the original master cylinder is 6"). While we commend the suggestion to split the difference, the one piece that isn't in the equation is the return shipping cost we had to pay (approx $80). Therefore we propose the return of the restock fee and we'll absorb the shipping cost.
Final Business Response /* (4000, 13, 2015/09/11) */
We have had good communication with the customer now. We would like to waive the entire restocking fee and give him a store credit as he has additional vehicles that he is going to need parts for.
Final Consumer Response /* (2000, 15, 2015/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After consulting with the POL staff and looking at future projects, we accept the offer of store credit.

Performance Online would like to apologize for this issue being brought forth to the Revdex.com. It is our goal to handle any and all customer service issues with our customer direct.We would like all parties to understand the Performance Online Inc is an automotive aftermarket parts...

manufacturer and distributor and that approximately 80% of our business is conducted over the internet and through mail order. We would like all parties to understand that our company policies were audited and then approved by the Revdex.com and currently meet their standards as an Accredited Business with an A+ rating. The facts of this transaction. Customer purchased product on 9/20/2016Customer was issued a return authorization on 10/20/2016 (within the 30 day return period)Performance Online received severely damaged product back on 10/28/2016 (keep in mind this was a friday)Customer files complaint with Revdex.com before Performance Online could as the severely damaged product on 11/1/2016 (this was a tuesday). Customer is seeking full refund and to include reimbursement for return shipping. Performance Online will not refund the requested amount due to damages and our company policies. We realize the any offer will be in vane. However per our policies and general good nature this is the amount of refund we show.1. Invoice total $442.352. Return shipping costs incurred $70.503. Total claimed by customer $564.104. we have compared it to a new unused booster in picture5. 6. Items were returned in malice with no packing materials at all.7. Proposed refund to Mr [redacted] $313.50 Performance Return PolicyPerformance Online honors the products we sell with our “Performance Return Policy”. The “Performance” return policy means that anything purchased from us which is still in new condition, unopened and can be re-sold, may be returned  within the 30 day period. A 10% service fee will be incurred, this is to recoup credit card fees, packing materials and labor. We stand by the products we sell, and we truly appreciate your business today, tomorrow, next year and years to come! Please read and check all item details before requesting to return your product. Our special care AFTER the sale is how we define great customer service. All returned items must be freight prepaid by the customer. We do not reimburse shipping costs. Any merchandise not returned in NEW condition will incur a 20% restocking fee. Due to the numerous options of our products, please note that product may vary from images shown.RETURN POLICYITEM IS NON REFUNDABLE AFTER 30 DAYS of receipt or on special order and custom items. Exchanges may not be made without prior authorization.We offer a limited lifetime warranty on most non wear items. This warranty covers factory defects and defaults only. We do not cover misuse or broken parts caused by the user or by any other event. Please inspect your parts immediately. You have 5 days from receiving your order to report any defects in your product.

Initial Business Response /* (1000, 5, 2015/10/07) */
We would like to apologize for the inconvenience to our customer and the Revdex.com. We are an aftermarket mail order classic car parts business. Upon receiving the complaint we have contacted the customer via phone. All issues have been addressed and...

we have sent our customer a replacement part free of charge including a free t-shirt and the power steering fluid that was missing from the order. At the time of his purchase we were not running any kind of sale or discount coupon. The kit price on in our store for part number PSCK6467 is $479.99. https://www.performanceonline.com/64-67-CHEVY-PONTIAC-BUICK-and-OLDSMOBILE-GM-A-...⇄ customer was given a discount and charged $441.00 for said kit. Our phone conversation went well and the customer stated that he would be contacting the Revdex.com to remove his complaint. Thank You.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)