Ready To Start Auto Parts

We are in contact with the customer regarding this case and we definitely believe that we can get this issue resolved and the case closed within this week.

We have been in constant communication with Mr ***
and we have worked together to reach a consensus to resolve and close this case
amicably. All mutually agreed upon refunds have been sanctioned and processed. We are working directly with Mr *** to ensure that pending disquiets (if any) are also addressed expeditiously.

Thank you! We look forward to helping you in all you future auto part needs.

Dear ***, Thank you for your kind review. We're glad you had a great experience doing business with us. We look forward to serve you again in future.

Dear ***, we acknowledge your feedback and there is no denying the fact that we are not 100% perfect. But we are constantly striving towards our quest to curb`any similar bitter customer experiences from reoccurring. We are very sorry as your experience with us was not up to our usual standards. In your case, we had completed our internal investigation and had already initiated & approved the workflow for full refund from our side, but in the interim, as there was a parallel refund workflow initiated from your end via your card issuer, we had to put ours on a temporary hold until the arbitration responses were registered. Also, prior to issuing a refund, we thoroughly inspect the returned item and along with it a root cause analysis is also performed to avoid any such incidents from happening. Please be advised that we have already closed the workflow and have refunded the full amount from our side back to your card. Once again we apologize for the communication & refund delay and the inconvenience caused. Hope you will give us another chance to serve you better. We’d greatly appreciate the opportunity to make things right and work towards earning back your business.c

With regards to Case# ***, we did try our best to help the customer. While it is true that we get backed up on orders sometimes, but there is no excuse for delay in communication from our side. In this case, once the unit was delivered, customer called us and informed about the damage. Our customer service team promptly submitted the complaint on the behalf of the customer and the fulfillment team immediately appended the order in our order management system to get the existing unit picked up and a replacement unit delivered to the customer free of cost. But we got backed up on orders and the processing of replacement workflow got delayed. We have already refunded the full amount back to the customer and we will send a free return shipping label to cover for the return of the unit. Note to customer: Once again we truly apologize for the unintended inconvenience caused. We definitely wanted to help but we missed our own SLA in this order. We are diligently working towards fixing our shortcomings and we hope you would give us another chance to serve you better. As an apology for the delay & inconvenience caused we would like to offer you priority processing and a 25% discount should you choose to order from us again.

With regards to Case # ***, we tried our best to fulfill customers order by shipping a quality tested part. We incurred admin, sourcing, labor and shipping expenses to fulfill customers order. Customer called us after few days of receiving the part complaining that the part received is faulty. Customer also sent us a video, which was very brief, showing only a part in the engine bay and had some component noise when the vehicle was started. The video sent was not in any way enough for us to diagnose the issue and to completely pinpoint the fault at the transmission being delivered (it could very well have been due to installation faults or other mechanical components in customers vehicle) but we trusted the word of the customer and as a good will gesture and to provide good customer service, we didn’t ask any further questions and we immediately processed a second order fully on our expense and thereby bearing a total loss in this transaction. Had we not had the intention of helping the customer we would not have initiated the second order. Also per our company policy, for replacement parts to be shipped out, the original part has to be shipped back to the company. Customers are to take care of all expenses to return the part. Once the returned item is received back, verified and inspected, the customer is refunded the full amount including return shipment cost. But in this case, to help the customer the best way possible, we didn’t even ask the customer to pay or take the effort of shipping the part back. We trusted customer’s word and once again sourced and shipped a quality tested part all over again the second time incurring additional labor, procurement and shipping expenses. Now again the customer is saying the part is wrong. Our two presumably working parts are with the customer, we have incurred labor, procurement and shipping expenses twice and we have also refunded the mutually agreed upon amount of $325 (Customers credit card that was used for the initial transaction had expired and we were not able to refund the amount back to it. So per his request and per mutual consensus reached we had to cut and mail a check in his name). Our customer service team also did try to reach out to the customer many times but the calls always go unanswered. We want to help all our customers and take care of all of their concerns and resolve all issues as promptly and amicably as possible. At the same time we are required to verify that the customer complaints are genuine to safe guard the interests our company and that of our team of hard working resources. We are more than willing to help and refund the customer (which would mean we take the brunt of additional losses and refund an additional $175). But we request the customer to help us with additional proof and the exact error reports with error codes on the transmissions he received, so that we can validate that the part is definitely defective as been claimed and thereby we can get the refund processing workflow approved. We’d greatly appreciate the opportunity to directly work with the customer and resolve this case as quickly as possible.

In this case, we diligently tried to help the customer and did incur admin, labor and shipping expenses upfront to fulfill his order. We shipped a quality part to the shipping address provided by the customer. And prior to the shipment, we did sent clear images of the ordered item and obtained his approval. Customer was charged $772 on his card only after he gave us verbal & written confirmation and authorization, for us to proceed with the order. We diligently followed up with our sourcing partners and the shipping company to ensure that the customer receives the ordered part within the promised timeframe. The customer received the ordered part in time and then he called our customer service line after few days to initiate a return. We immediately accepted his request and started processing his return and refund request. As per our return policy clearly stated in our Invoice (which was sent to the customer and was approved by the customer), customers are to take care of all expenses to return the part. Once the returned item is received back, verified and inspected, the customer is refunded the full amount including return shipment cost. But in this specific order, as a courtesy and goodwill gesture, we issued the customer a free return shipping label on our expense and clearly informed the customer that we will go ahead and refund his full amount once the part is received back from him. Customer agreed to that and shipped the part back. But the customer was not patient enough and immediately called up the bank and raised a charge back against us, while the part was still in transit back to our location. Due to this unwarranted & uncalled for action from the customer, a forced transaction reversal was initiated by the card holder’s bank even before we received the part back and our business account was debited. We were also slapped with a fee by the merchant services team and were asked to provide detailed clarification & justification. We were left with no other option other than to respond to the chargeback case opened by the customer with our explanations. The bank accepted the response in our favor and temporarily credit the amount back. But the chargeback case raised by the customer is still open. Even though this uncalled for action from the customer has tarnished our reputation and has caused a negative and scrutinizing overshadow to hamper our relationship with bank and our merchant service provider, and has also caused us to bear a loss (we incurred labor, shipping & restocking expenses), we are more than willing to refund full amount back to the customer as promised and close this case amicably, provided the customer closes/retracts the chargeback case raised by him so that we can ensure that we are not getting debited twice. Our request to the customer is- Please help us help you. Please contact us directly with your Order # and we’d greatly appreciate the opportunity to work with you directly to resolve this case as quickly as possible once the charge-back case is closed.