Retro-Solutions

Review: I placed an order with this company for nine sets of led bulbs. I had three bulbs that were defective and only one bulb was replace. The company requested to have the other two LED bulbs (3156-9W-CREE 3156 CREE 9W Reverse) for $36.99 plus tax and shipping. The company receives the bulbs back on 09/03/15 and states that both bulbs are functioning fine. I initially wanted to exchange the bulbs for a different set but the company was asking for a $10.33 difference. I did not feel like adding anymore money to bulbs that did not work so I requested a refund in which they only gave a me a partial refund of $28.98. I believe I should be entitled to a full refund $36.99 plus shipping and tax.Desired Settlement: A full refund is expected $36.99 plus shipping and tax.

Business

Response:

The customer has been provided a partial refund for an installed and defaced product, granted outside of store policy, prior to opening any complaint.STORE POLICY that requires agreement to make purchase from the online store: [redacted]"Product Returns:Product returns are provided via exchange or store credit only. Product eligible for return must be uninstalled and unused, fully complete including all parts, in its original packaging, and must be received within 30 days of order delivery. Product eligible for returns must be in new condition, without bearing any marks, scuffs, alterations, or modifications to the product. Please note that returns for refunds are not provided, nor accepted under store policies, without exception for any reason."The customer was provided postage as a courtesy to send bulbs they

claimed to be defective in for a warranty inspection and replacement by

the manufacturer. Upon inspection and testing the product was found to

installed, marked on/defaced by the customer, but completely functional

without any problems. The customer was provided with additional

information about what was required for proper operation of any LED bulb

on their vehicle. Although the parts provided in the additional

information the customer would be required for proper operation of ANY

LED bulbs, they stated they would rather exchange the returned bulbs

for a more expensive LED bulb product than to have the tested product

returned to them. Upon graciously providing the customer a store credit

for the installed and defaced item for an exchange (outside store

policies), the customer declined to pay the difference for the more

expensive product and return shipping. The customer then further

declined the store credit or any exchanges as provided for returns under

store policy having already been pardoned for the defacing of the

product that was returned. The customer demanded a full refund, which

was explained to be outside the store policy's and those store policies

were agreed to at the time of purchase to be able to place their order.

The customer was told the only refund that could be made outside of

store policies would only be partial, less all shipping costs and 15%

restocking fee for processing their item and return. The customer only

to chose to be threaten extortion for a full refund from customer

service in further contact, such that the partial refund was completed

and communication had to be discontinued.

Review: I sent a video to retro solutions showing what I wanted to do to my vehicle, asking them for guidance in what to order. They responded with direct links to the specific product I should order. None of the products fit and the hardware was mismatched to the kit I received. What I got were random parts that wouldn't even work with each other. I sent pictures showing that it was impossible for the product to fit my light, it was simply way too big. I sent the product back to the company was told I had an instore credit for $178.98. I also received a bill for $12.35. My original cost was $295.83. I have no product now and nothing was ever installed.Desired Settlement: I want my money back because the company cannot provide product for my application

Business

Response:

"I sent a video to retro solutions showing what I wanted to do to my vehicle, asking them for guidance in what to order. They responded with direct links to the specific product I should order."Yes, the customer did supply a video stating they wanted the product to do exactly what was done in the video and to add aesthetic lighting features to it not shown in the video. They were provided the link to the same product shown in the video clip supplied, of the same size, shape, configuration, etc. For the additional aesthetic lighting features they were provided with links and selections to the fitments that would work with the other product they wanted. "None of the products fit and the hardware was mismatched to the kit I received."Had all the steps shown in the supplied video been completed the product would fit the very same way and install the very same way as shown in the video. Had the bezel been removed as shown in the video clip, as stated and exampled several times, it would fit just as in the video clip the customer provided. The additional aesthetic lighting piece would not fit because of the size chosen from the available options and not having taken the opportunity to check their application for measurement ahead of time. It could have been exchanged for another size that would fit, one of the available options presented to the customer prior to order, as was mentioned several times. "What I got were random parts that wouldn't even work with each other."What was received was what was ordered. The parts are not vehicle or application specific as they are for custom retrofitting into various applications, and the installation steps do need to be followed for them to be installed. All the required parts were of the correct size and what always come with the product. The customer mentioned some screws being for the wrong size for the aesthetic lighting product that does not come with any such hardware and does not install in such fashion!"I sent pictures showing that it was impossible for the product to fit my light, it was simply way too big."Again, the additional aesthetic lighting piece would not fit because of the size choosen and not having taken the opportunity to check your application ahead of time. It could have been exchanged for another size that would fit as mentioned several times. The product requested from the video clip would fit if the proper steps to install it were completed as shown in the video.The customer initially claimed the fitment problems were due to having a different application than referenced by the video clip they provided themselves. However the customer provided photos of the housings later on showing that they were the same with only partially completing the steps to install the product as shown in the video."I sent the product back to the company was told I had an instore credit for $178.98. I also received a bill for $12.35. My original cost was $295.83. I have no product now and nothing was ever installed."The equipment was returned as an "incorrect shipment" indicating the parts were not what was ordered, and unfortunately that was neither the truth nor the case, and was never advised. It was done despite what was advised to the customer, against advisement of the information signed in agreement on the form they used to return the product as an "incorrect shipment". Additionally the customer was reiterated the store policies they had to agree to in order to place the order that returns on equipment are accepted for exchange or store credit on items in brand new condition only. Despite the customer incorrectly indicating an "incorrect shipment", they were provided with a store credit (total of those items $178.98) for those items that were received back in their brand new condition as allowed under store policies. The product that was marked with finger prints that ate into surface coatings on the product and with scuffs/scrapes on them, not eligible for return under policies, are awaiting to be returned with payment to the invoice sent for the shipping costs. No other agreements or arrangements were ever made or implied.

Consumer

Response:

This company failed to provide the parts I requested. They do not offer the parts that I need so a store credit will not do me any good. I could not just leave my vehicle taken apart while this is sorted out, so I had to go with another product. The items were never installed and never handled. Everything was returned in it's original packaging, in unused, new condition. I deserve a full refund. You can find numerous complaints exactly like mine where this company continuously mistreats it's customers.