Raybuck Auto Body Parts

I bought 2 outer wheel well replacement.
Panels And an inner will well one side fit the other side, the form was not correct.
Show so they told me to send them a picture. So I dit when I asked if he got the picture. He said that's the phone would not accept pictures. That it was a business phone, so he gave me another number to send a picture to.
But it would not let me send the picture. So at the end of the day, a $25 part is holding up a $3000 job. Ended up ordering The part from someone else. Will not order. From raybuck again.

[redacted] I'm sorry that you had a negative experience with my company We strive to be as clear and transparent as possible I'm familiar with the particular item that you mentioned as I personally added it to the site recently I unfortunately made a mistake when adding it, and I apologize for the confusion in priceIn no way are we trying to bait and switchWe've been in business for over years and pride ourselves on honesty and customer serviceI understand that you would like for us to honor the price that was listedIt was an honest mistake, though, and I hope that you can understand thatEven at the correct price, we are still considerably lower than every other company, and I would be happy to provide free shipping to help compensate for your frustrationI hope that you give us another opportunity to work with you.Thanks,Steve

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I spoke with this customer and she was unhappy about our return policy. I tried to explain that our return policy (which is listed on our website, is sent with all orders, and must be agreed to prior to a customer placing and order) states that all returns are subject to a 20% restock fee unless an...

item was shipped in error by us. I even tried to explain the reasoning behind the restock fee, and the costs that my company incurs for returns, whether the item came out of our warehouse or one of our suppliers' warehouses. I also explained that our return policy states that a refund could potentially take 2-3 credit card billing cycles to post due to a number of reasons. Even though the customer received the correct item, but decided to return it because she didn't understand how it worked, she demanded that we waive the restock fee and eventually hung up on me. Raybuck Auto Body Parts is a family-run company that prides itself on customer service. We make all of our policies and contact information readily available in an effort to be as transparent and accessible as possible.

[redacted]Our return/exchange policy is straight forward. If a product was damaged in shipping we will replace it. Reading through the notes on your order, the light scratches that were shown are not considered damage (and considering that the panel had to be welded on and body work done on it, light...

scratches should not be an issue), but we were willing to send a replacement item anyway. You refused this option and demanded a refund for your shop's time to "fix" the panel, which is unreasonable.

[redacted]I'm sorry that you had a negative experience with my company.  We strive to be as clear and transparent as possible.  I'm familiar with the particular item that you mentioned as I personally added it to the site recently.  I unfortunately made a mistake when adding it, and I...

apologize for the confusion in price. In no way are we trying to bait and switch. We've been in business for over 35 years and pride ourselves on honesty and customer service. I understand that you would like for us to honor the price that was listed. It was an honest mistake, though, and I hope that you can understand that. Even at the correct price, we are still considerably lower than every other company, and I would be happy to provide free shipping to help compensate for your frustration. I hope that you give us another opportunity to work with you.Thanks,Steve

Review: We returned an item to this business and since they are a middle man (they never touch the product - the product comes from the manufacturer and is returned to the manufacturer) and they charge a restocking fee for an item they never had in stock. The refund too almost 30 days to complete since they are a middle man again we had to wait for the company to notify them we returned it and it was received. Then the refund person for Roebuck Auto was on vacation so nothing could be processed. They did not do their due diligence for us as a consumer by shutting down their return process because someone was on vacation.Desired Settlement: I asked for a billing adjustment and the guy (Steve) is only worried about himself not his customers.

Business

Response:

I spoke with this customer and she was unhappy about our return policy. I tried to explain that our return policy (which is listed on our website, is sent with all orders, and must be agreed to prior to a customer placing and order) states that all returns are subject to a 20% restock fee unless an item was shipped in error by us. I even tried to explain the reasoning behind the restock fee, and the costs that my company incurs for returns, whether the item came out of our warehouse or one of our suppliers' warehouses. I also explained that our return policy states that a refund could potentially take 2-3 credit card billing cycles to post due to a number of reasons. Even though the customer received the correct item, but decided to return it because she didn't understand how it worked, she demanded that we waive the restock fee and eventually hung up on me. Raybuck Auto Body Parts is a family-run company that prides itself on customer service. We make all of our policies and contact information readily available in an effort to be as transparent and accessible as possible.