RevZilla Motorsports

In response to customer complaints:1. Customer states he utilized our Live Chat feature for help choosing the correct fitting parts. However, we were not able to find a record of this conversation. We archive all of our chat transcripts, so if he did have a conversation with one of our...

Live Chat agents, we would have a transcript of it. Furthermore, we do not have any chat agents named Brandon or Adam.2. Customer states that he spoke with Peter, which he did. What the customer left out was that he told Peter that he needed to finish his install the next day. This phone conversation took place on Sunday, 4/3/2016 at 2:25PM. Being that there are no shipping services on a Sunday, Peter offered to return the customer's call the next business day.
3. Customer called back on Monday, 4/4/16 at 3:27PM looking for an update. During this call, the customer informed us that he used part of the kit he bought to complete his build. At this point he was informed that since has used pieces of the kit, it is incomplete and would not be returnable. Our Returns Policy clearly states that all returns must be "unused and unaltered and within 30 days of delivery of your item". Since the customer moved forward with using part of the kit he order before we could confirm fitment of the parts he needed and verify his claim that someone at RevZilla directed him to buy the incorrect parts, we did not have an immediate resolution.
4. On 4/11/16, the customer called again stating he had spoken to several associates and claimed that he was hung up on. We attempted to verify this claim by searching our inbound call records. We show no calls received from the customer between 4/4/16 and 4/11/16. Therefore, we began researching further. We found that the customer entered the incorrect motorcycle year, make and model in our "parts finder" feature on our website.  The bike that was entered was a 2014 [redacted] Electra Glide Ultra Classic, but the bike the customer was working on was a 2013 [redacted] Road King [redacted]. At this point, we were able to confirm that there are significant differences between the two models and this is why the customer was having fitment issues during installation. Therefore, we were able to identify that the customer made an error when purchasing the kit via our website. It is important to note the the customer placed the order through our website on his own accord and not via one of our Customer Service Representatives. Had he given us a call to place the order, we may have been able to catch the error and correct it. With that being said, we felt that it was unreasonable to lay all of the blame on RevZilla.
5. The customer was contacted on 4/12/16 and explained all of the above by one of our [redacted] Parts Pros named Joe. During this conversation, we empathized with the customer's situation and a partial refund of 15% of the purchase price of the kit was offered as a gesture of good faith. The conversation seemed to go well with the customer and we thought the matter was resolved. On 4/13/16 a refund of $45 (which is equal to 15% of the purchase price) was issued to the customer. A follow up email was sent on 4/13/16 at 3:26pm, explaining our decision. Please see below for a transcript of the email:
           -"Hi Alan, I am writing with respect to our ongoing conversation about the LA Choppers Handlebar Cable Brake Line And Wire Kit that you ordered. When we first spoke, you had mentioned that someone at RevZilla.com recommended a bike-specific part via our online chat feature. Based on a complete search of our entire chat archives, we have found no record of that interaction. We are all very aware of the idiosyncrasies of the CVO models of [redacted] and I cannot imagine anyone recommending an LA Choppers Handlebar Cable Brake Line And Wire Kit that is specifically designed to fit on a 2014 [redacted] Electra Glide Ultra Classic FLHTCU/I as something that would work on the 2013 [redacted] Road King [redacted] that you needed the kit for. That said, we understand the frustration and trouble this has caused you and have provided a 15% ($45) refund back to your original form of payment. That refund should appear within 2 - 8 business days, depending on how fast your bank processes refunds. Please let me know if you have any questions."
6. At 3:55PM on 4/16/16, shortly after receiving our email, the customer called back and immediately requested to speak with a Supervisor. He was transferred to Dan, who is a Supervisor in RevZilla's Customer Service Call Center. The customer went through the whole situation again with Dan. Dan then explained the if he had the kit in its entirety, an exception could be made to our Returns Policy to accept the kit back for a full refund even though the customer had attempted to install it. The customer stated the he used parts from the kit and it is not complete. Dan then informed the customer that in order to give him a full refund, we would need all of the parts of the kit. In a second attempt to help the customer, Dan offered an additional $55 refund and additional store credit ($30 total credit) to use towards a future purchase. Dan did explain that without having all of the parts of the kit, this was the best we can do and that we were already going above and beyond our normal policies. The customer then ended the conversation and we assumed the matter resolved.
In conclusion, we feel that RevZilla has done everything within reason to help out this customer. To ask for a full refund without returning all of the purchased items, or all of the pieces contained in an item, is unreasonable. We feel that the refunds that have been issued were more than needed in this scenario and are well outside of our normal practices.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

My first and only experience with Revzilla started great. Products arrived quickly, and everything seemed to fit well. Problems arose when actually using the $1500 or so worth of gear though, which included Alpinestar boots, revit pants and jacket, and a Nolan helmet. All items had issues of one sort or another. To include literally falling apart on the boots. Well I contacted customer service and they essentially said pound sand and s[redacted] it up. They would only take back the boots. This to me does not demonstrate an A+ rating as is shown.

Review: Revzilla sells motorcycle helmets, here are the issues I encountered.

The Helmet that I ordered did not meet the size specifications that is listed on their site (I measured my head and ordered the size that is listed on the chart on the revzilla site). The helmet came too small.

The Helmet featured luminescent paint which is supposed to glow at night. The helmet glow cannot be seen.

The Helmet noise level is incredibly loud, despite ratings on their site. Noise level is louder for this $500 helmet than my $80 fulmer helmet.

When I first started the return. I was asked several questions, despite the "No Questions Asked" policy. One of which, did you wear the helmet. Yes, I wore the helmet and the wind noise behind it was so incredibly loud that I could not bear it. I was so excited to get this helmet and it failed in every way. No i'm left holding a $550 piece of junk. Since I wore the helmet they wouldn't refund me the full amount. They took a $110 return fee, and I had to pay for shipping.

SO despite all of these shortcomings and a "No Questions Asked" return policy. Revzilla would not accept a return for the helmet.

I offered to receive in-store credit and purchase another helmet that they suggested, would meet my expectations. This new helmet was 700-900 dollar helmet. They would not accept.Desired Settlement: Refund my money completely.

Business

Response:

To Whom It May Concern,