RealTruck

I am rejecting this response because: I went online and I saw that the part number suggested wouldn't fit my truck I called them and the lady sent me the link to the size she said would fit I understand that I ordered an incorrect part, but that's because they gave me a part number that would fit my truck She emailed me the part number also They are also telling you I received the Truck storage unit on 4-5- That is incorrect What I received on 4-5-was a small foot by foot tool chest that sets inside the large Truck storage unit The Truck Storage unit, which doesn't fit, was deliver around 4-20-by a private delivery company Not by FedEx FedEx delivered the small tool chest

Hello Ms [redacted] - I do see that our ticket rep had originally denied the return, but she has reopened up the case as she was unaware that the wrong item had been sent (other than what you ordered)She is more than willing to help you with your return, and she has already sent an email to you advising that we will gladly exchange the item for you, if we indeed shipped the incorrect part numberShe is asking that you advise her of the part number received, and will absolutely take care of the issue if the incorrect part number was shippedI apologize for the confusion on this!

Mrs [redacted] , We did get confirmation from FedEx that the package was delivered and left between the two rocking chairsI would like to help take care of this problem with youCan you give me a call so we can come to a resolution? Thank you

Customer states that the items are used These orders are dropshipped from another company, therefore we asked for pictures of the damage, as the original complaint stated damage to contents We can see now that the customer is claiming that they are used items We still need pictures to get a return authorization from the vendor, as we didn't ship this item Customer is accusing us of trying to coerce him into filing a ship damage claim, however, we do need pictures to obtain a return authorization and get the customer refunded He is denying sending us pictures, only the return of the items He did cancel his sunroof visor order We will request an RMA from the manufacturer without pictures and will push the request forward We will send a prepaid label for the return of the items, and once the items have been picked up by the courier, we will refund customer in full

On 9/25 I ordered a set of vent shades. Realtruck was quick at sending them out except they were for a totally different vehicle. I called their customer service right away and the young lady took all my information to exchange them. She told me that someone from their company would send me an email shortly with instructions on what to do with the wrong ones. A few days had passed and no instructions arrived so I called customer service again. During this call the young lady asked if I had the means to photograph them and email the photo to her. Her instructions were to destroy the wrong vent shades, take a photo of them proving they were destroyed, and then email the photos to her, at which time she would order the correct ones, which I did. I tried to call her several times after it was completed to verify her receipt of them but could never get to her. Always away from her desk or on another line but left messages for her to call me to confirm she had them. Never happened. I have called and emailed routinely but have yet to receive a response, although during one of my calls the lady was nice enough to verify there were 2 photos in my file. She stated she wished she could help me, but the lady I have been trying to get touch with is the only that can handle the exchange. In any even, here it is a month later, I have had no contact (phone or email) with her/them to resolve the matter, I still haven't received the correct vent shades or a refund, and no one will give me any information.

We apologize that the seatcovers do not meet the customer's expectations Our Saddleman seatcovers are non-returnable, but we will definitely make an exception in this case We don't have advertising, we advertise Ballistic Canvas, which is what they are made of The canvas
may not be as thick as the customer hoped, but the advertisement is not false In any case, we will certainly refund the customer and he can keep the seat covers

Hello ***, I have reviewed your complaint and would like to helpIf you would please give me a call then I feel we can certainly come up with an agreement that will make us both happyThank you for your time

Hi Mr***, I am sorry to hear about the damage on your coverI took a look at the pictures that you sent to usWe will file a damage claim for you and see what the freight carrier is going to do to help resolve your problemOnce you have signed the receipt as clean,
then we have to work with the freight companyPlease keep an eye on your email for new informationThank you

Good morning Mr***, I have looked over your service ticketI does look like you ordered for the smaller cab but I think I can help solve your problemI am going to try and send the kit with the correct pieces and then send back the wrong kitI believe we can make this happen
if you still have the wrong pieces with the tape still on the backPlease call and ask for Jeff ***Talk to you soon

Good morning, I was able to speak with Mr*** this morning and we did resolve this complaintI believe both parties are happy with the resultThanks

Hello Mr*** ** ***, I am sorry for the confusion with your orderI read in your service ticket that you wanted to return the items but you stated in this complaint that you want us to send brackets to youPlease contact me and let me know how you would like to
proceed. Thank you

Hi *** - I am very sorry for the mixup with this order and the trouble you are having with the cover I looked through the return correspondence and notes from when it occurred, it looks like there must have been some miscommunication between us, you and the manufacturer It looked to
us like things were being taken care of and the manufacturer provided us tracking for the replacement clamps they sent to you After the clamps were sent we did not here anything back from you and assumed things were taken care of Its clear based on the comments above that is not the case however, and things were not resolved For that I apologize, we should have circled back and checked in with you to make sure the manufacturer was adequately taking care of your concerns I am going to reach out to this customer today and see if there is any interest in having a technical person from our office work with him to try an figure out what might be going on If he's not and still just would like the refund we will go ahead and process the refund Hope this helps, please let me know if there is anything we can do to help Thank You!

Initial Business Response /* (1000, 5, 2015/10/08) */
Realtruck.com had made arrangements with the manufacture for the replacement parts to be over nighted to you and would arrive tomorrowWe have since issued a UPS call tag for UPS to pick up the product from you at the delivery location
starting tomorrowSince you have changed your mind on keeping the product, we will refund you in full once the product is in UPS's possession
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you Revdex.com for your help regarding this issuerealtruck.com has agreed to return the damaged item and issue a refundThey sent UPS to my house to pick up the product and they issued me a tracking number***Per realtruck.com's return policy, they are supposed to issue a refund as soon as a tracking number has been made active and the product is in routeSo far, my paypal account does not reflect a refund from realtruck.comI will keep you updated on the refund status periodically
Thanks Again,
***

Hi *** I am very sorry for the trouble you had with the nerf bars you purchased from us, and for the difficulty you've been having in trying to return them or get replacement parts for them Unfortunately in this situation we erred in this situation in allowing our vendor's return and
warranty policies to get in between us an you We stand behind the products we sell and want to make things are taken care of for our customers With regard to this order and the nerf bars we absolutely will offer you your money back for the bars I will process the refund on the return, then follow up with you on how to get rid of the nerf bars.Thank you for your patience and understanding with this matter

Hello Mr*** I am very sorry to hear about your experience with my customer service teamI understand the frustration regarding your orderIf you would please call me directly then I would like to speak with you regarding the experience and see if I can help you with your concerns
Thank you for taking the time to give your feedback

I am rejecting this response because:Untill I am paid in full I will not acept this replyThey say they are sorry, but the way they treated me was rude and was not honest with their reply or they would just mislead me in another directionI ask from the beginning for my money back and they would not, only after I made these complaints they nare not saying they will refund my moneyI spoke to them on Friday and they were still not willing nto help me or refund my moneyI will only accept when I my refund is here in my account

Hi Mr***, I am going to put the customer service manager on your service ticketThis should have been handled after the damaged one arrivedI am sorry to hear of the inconvenience this has causedWe will get the correct cover shipped to you and return the ones we sent in
error. Sincerely, Jeff ***

After looking into the issue, it appears that we have reached a satisfactory resolution with this customer, and he will receive a tonneau cover for his vehicle

I am rejecting this response because:I was forced to order the correct parts which cost me another $because I was told they wouldn't take any return or exchangeWhen the parts arrived they were the wrong parts againI was informed that now I will be sent the right kit for free but am into the "right" kit now for $and a month of my timeThis whole process has been ridiculous, I would like the correct parts AND a refund or credit

Final Consumer Response /* (2000, 6, 2016/03/08) */
Owner of the business realtruck.com contacted me via email to aplogize and do whatever I needed to make it right: would like to close this complaint