RealTruck

Hello Mr***, We have completed the refund to your credit cardWe are sorry the performance chip didn't work for youPlease let us know if we can help with any further questions

Hello Mr***, I have reviewed the notes for you orderIt looks like you agreed to the $refund with new rubber sealsI also looked at the pictures you sent in and it looks like the cover fits the way it was designedThe reason we aren't able to return the cover is because
it has been installed and the manufacturer will not issue any creditIf you want to get a different cover then give me a call and I will do my best to make a solution that works for both of usThank you

We are going to take care of the customerThe service agent that was handling the issue provided incorrect informationWe are contacting the customer to get this resolved

Hello Mr***, I am sorry to hear about your problem with the floor matsI am sure I can help resolve the problemI would like to see if we can switch you to another brand that will provide the coverage that you are seekingPlease give me call to work out the
details. Thank you, Jeff ***###-###-####

The customer did order online by himself and our website clearly shows that it does not fit his 5'7" bedThe part that he ordered is for the longer 6'7" bedUnfortunately, the manufacturer of this part will not accept the return and our return policy also states that we do not return items that
have to ship freight, due to cost of shippingWe also have a day return policy and the customer received this item on 4/5/We tried to offer the customer a partial refund of $because we understand it is a costly mistake, that was not caused by us

Customer did have some issues with the cover and we were working on them, however we show that customer spoke to a manager today, and has requested a full refund for the cover This has been requested, and we will be refunding the customer in full We sincerely apologize for all of the
issues with the cover, and hope that customer is satisfied with a full refund

I am rejecting this response because:I reached back out to the company today and they only offered again to replace parts which has now been attempted several timesI’m not interested in more parts to go with my defective product from an unreputable company

Initial Business Response /* (1000, 5, 2015/11/27) */
Realtruck provided the customer with prepaid shipping labels and later provided the customer with direct pick up information so the customer did not have to pay for return shipping chargesRealtruck nor our vendors are not able to provide boxes
for the customer to return the product if they do not have the original boxing and the customer was made aware of this several timesAt this point, since the product is back in route to the vendor, we are more than willing to refund the customer,once we get confirmed tracking from the customer
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing the complaintReal Truck refunded us our money back

I am rejecting this response because: no mention of refund for multiple mistakes made by Realtrucks.com

Hi Again, I do not feel it makes any sense paying to send it backThe manufacturer has already said they won't take it as a returnI would like to talk about a solution for youPlease call me at ###-###-####Ext ***Thank you

Hello Mrs***, I do want to apologize for the delay with your orderI know you have been waiting for the seat covers and the manufacturer has taken longer than normalI did review the service ticket and it seems like we have sent all the cancellation request
information so we should have this complete by tomorrowPlease let me know if you have any issues from this point forward. Thank youJeff ***

Please forward the original email you received giving you the incorrect part number that you orderedYou can forward it to [email protected] the sales person provided the incorrect information prior to ordering, we will set up the return process for you

Hello Mr***: I completely understand your frustration, and apologize that we didn't reach out to you immediately with your concerns I have asked a returns specialist to take care of this issue for you We will be rerouting this item back to the manufacturer so that we can
take care of getting you refunded, and not have to be troubled by a return The returns specialist will be in touch shortly!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Hello Mr. [redacted],   I am very sorry for the delay getting the seat covers to you in a timely manner. It does appear that you were refunded on Sept. 19, 2017. The transaction id is [redacted]. Please let me know if you have any issues finding the records of the...

refund on your end.  Thank you

Initial Business Response /* (1000, 5, 2016/03/15) */
Good Afternoon, I am very sorry for the trouble you had with the nerf bars you ordered from us. I agree it is not acceptable the length of time you have been waiting for a resolution on the problem. We have not been able to get a proper...

resolution from the manufacturer as to the fitment concerns, so at this time I would like to issue you a full refund for the nerf bars. You can keep the nerf bars if you like or you can use the refund to select another style / brand of bars. We would be happy to assist you in selecting another style of bars but I also would understand if you would rather get the replacement bars from another company.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Realtruck.com immediately called me and offered me an apology and full refund.

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.

Hello - I am very sorry for the mix up with this order.  The customer purchased a large item that required it to be shipped via a freight company rather than FedEx.  In other words - it needed to be delivered by semi or other large truck.  When this happens we instruct the freight...

carriers to contact our customers ahead of time regarding delivery and making sure to arrange a time the product can be delivered when the customer is available.  In this case there was a mix up or miscommunication of some sort in which the freight carrier either did not contact the customer, or had contact methods incorrect (wrong phone number, for example).  Either way - we take responsibility for this happening.  Late Friday afternoon when realized the depth of the misunderstanding we did request a full refund be issued to this customer.  That refund was processed on our end this morning. Depending on the financial institution the customer uses the credit may appear very quickly or there may be up to a several day delay to when the credit card company will show the refund to the customer.Again - we are very, very sorry this happened.  This isn't the level of service we aim to provide our customers.  We are following up with the freight company to determined what happened and get to the bottom of it so it doesn't happen again.  I hope this helps, if you need any further clarification please let me know.  We will also be reaching out to the customer to ensure everything is ironed out and we've made things right with her as best we are able.

Hi [redacted] -I am very sorry for the trouble we had in getting this order fulfilled for you.  It looks like there were several challenges with this - from delays in manufacturing to problems with material being back ordered.  I apologize for the delay with this.  I do see that we issued...

you a full refund for these covers back on March 21st after they were delayed again.  We are still working with the manufacturer to get these seat covers made and sent out to you, we will not be asking for any payment in return for them.  The experience you've had with this order and the delays are not at all how we aim to serve our customers.  Please accept the covers as a token of our apology for this experience.  I am hopeful when you do receive them that they turn out to be all you are hoping them to be.  If you have any further questions or concerns on this please let us know as we do want to remedy this situation with you as best we can.  Again, I am sorry for the delay and poor experience with this order.  We sincerely appreciate your business and hope for the opportunity to serve you again in the future.

We are contacting the customer back to see if we can work out a solution for them.