Sixity, Inc.

I ordered a part for my 2007 Prius, a heater coolant control valve, made by Dorman automotive. The part failed within 60 days after I installed it. When I inquired about getting a replacement I was told that I needed to send the part back and have it evaluated by Dorman who would get it from Sixity. In the meantime I would not have my car and there is no guarantee that Dorman would agree to replace the part. In other words, I would be without my car for probably two weeks while Dorman and Sixity decide whether to honor their warranty. This is the best reason I can think of to never do business with Sixity again. Very disappointed. From now on I buy local. ultimately, buying the same part from the Toyota dealer would have been cheaper.

Their response was as follows: We certainly will assist with any warranty claim(s) by working with our manufacturing partners within their warranty policy parameters. We are sorry for the inconvenience as we aim to resolve any warranty issues as expediently and to the best resolution possible for each customer.

The best solution would have been for Sixity to issue a full refund and take back their defective part. I will still be trying to get a complete refund.

We are sorry the customer feels like we acted deceitful and manipulative, but quite to the contrary we are acting within the parameters of *** and making every endeavor to get products to our customers as fast as possible. For every listing in *** we define a shipping location up
front. We have multiple warehouses that we have invested in around the country - the reason is to minimize the shipping distance to customers. Our 'default' setting is the warehouse where orders most commonly ship from, which is what the customer saw. Unfortunately it is impossible to tell a customer before they order exactly which of our warehouses their order will ship from. In this isolated case, the item was out of stock at the warehouse closest to the customer, so we shipped it from the nearest warehouse where we had it in stock. This type of information/inventory shipping calculation cannot be done until the customer places the order, and thus cannot be placed on the item detail page on ***.We apologize for the customer being inconvenienced - but there was certainly no deceit and manipulation in this customer's order. As a business that runs multiple warehouses across the country in order to minimize shipping times, we are deeply invested in the customer's shipping experience. We shipped this customer's item as soon as possible from the only place we could, and within the listing rules established by ***

Thank you for escalating this concern. We have had direct discussion via phone with the customer, and come to an agreement on a refund which has since been issued. Thanks again

We apologize for the customer's poor experience. Our customer service team provided information on lug-centric wheel spacers that fit the customer's car. Unfortunately it turns out the customer's mechanic had recommended hub-centric spacers, which we were unaware of. We have
discussed the issue with the customer, and as a courtesy provided a return shipping label to return the product to us. Sorry again for the experience

I am rejecting this response because: AGAIN, this is UNTRUE! They continue to lie through their teeth They did not issue a refund This is a provable fact Here is the real facts: I submitted a complaint against SIXITY through ***...the source of payment *** sent them notification of the complaint but SIXITY failed to respond according to the contractual agreement SIXITY had agreed to when they set up their acct Per ***; since the Seller (SIXITY) was non-responsive for the given day period, *** steps in and resolves the issue by withdrawing the payment in question from the Seller's acct *** stated this decision is final and can not be reversed *** made this reverse payment transaction, NOT SIXITY AS YOU SEE by the files I have provided, everything I have stated is TRUE including the recording of their employee getting approval for the 10% credit which SIXITY continues to deny and or dispute Revdex.com has the recording of this yet SIXITY prefers not speak or address this FACT! It is VERY CLEAR that there is not an issue of human mistake but this is an issue of LIES and DECEPTION from SIXITY! Because of this fact, I will not rest until SIXITY is reported for their dishonesty and deception they continue IT IS THE JOB OF Revdex.com to alert concerns of this kind *** saw this, *** saw this, and Revdex.com has clear proof of this business practice on-going Please post this as an unresolved case with the Revdex.com against SIXITY Thank you in advance,

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

complaint is resolved

Hello - we're sorry for the mwith the product purchased, and that the customer was unhappy with the service they received. We certainly take every complaint seriously. Per the request we have credited the customer's *** account $100. Please let me know if there's anything
else I can do to help

I am rejecting this response because: I have been unable to locate where the company has any other warehouses or offices other than CA. Their listings remain deceitful and manipulative in order to generate business. Pure and simple

We have discussed this situation over the phone with Mr***s. Replacement wheel spacers were shipped out on October 30, with USPS tracking number ***. The items were received on November 1st. It is our belief that at this point we have successfully remedied
any issues and we thank Mr***s for his business. If there are any further issues or questions we are more than happy to discuss. Thank you!
*** ***
Sixity, Inc

I am rejecting this response because: customer service never asked for VIN only for year, model, 4wd and website doesn't ask for VIN so why would I volunteer to give VIN customer representative guaranteed 100% and so does website I'm still out $130 for 2 hrs labor

They are going to replace my parts when they get them back in stock thanks

Thank you for the details regarding your issue.  We have conducted a thorough investigation on our side as we take every customer issue seriously.  We are able to refund the customer the purchase amount following return of the axles.  We have provided pre-paid return postage labels...

which are available for the customer through [redacted] (the marketplace where this purchase was made).  The customer has opened return requests through eBay, and we will certainly honor those requests and refund the customer.  At this point we are awaiting return of the product.  As noted return shipping labels have been provided.  The customer has indicated a desire to return the axles because "doesn't seem authentic" - we can guarantee that we shipped the customer authentic Sixity axles and stand behind our product quality.In reference to the customer's notion that we have promised to refund the customer without receiving the axles in return - this is not something that we would agree to, and we have attempted to meet the needs of the customer as best we can by providing postage-paid return labels.  We have discussed this particular customer's experience with our customer service staff and we have no records: written, recorded or otherwise, that demonstrate an agreement with the customer to break from our policies and procedures to provide a refund without receiving back the product in question.We apologize if the customer's shopping experience did not meet expectations.

We're sorry to hear the customer is not happy with our response.  We have issued a full refund and covered the mailing label to return the product.  It is not our policy to pay for mechanic fees.  The listing we recommended was based on needing a boltcentric spacer, and we were not aware they were looking for a hubcentric spacer.  The listing in question clearly outlines that these are boltcentric spacers.  We also do not have a record of receiving the customer's VIN, which would have allowed us to be absolutely certain of the customer's product need.  We apologize for the customer's experience, but we feel we have appropriately handled the situation.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  It sure would have been nice if they had taken care of this at the time I originally called. It was a lot of work to get all worked up and complain to the Revdex.com and track down the Vice President of the companies email address so I could inform him of my unhappiness with the situation.  I will be sending back the parts I purchased and I hope to get the new correct parts sent back out to me. I think a second chance is warranted here. The company does really seem to want my business.

Thanks for the opportunity to respond to this message.  We have withdrawn the original PayPal reimbursement for $21.60 and issued a money order for $25.82 to Mr. [redacted].  It is in the mail and should be received any day now.  We apologize for the inconvenience of this transaction. ...

We invest a lot of time and resources into our customer relationship team and managing issues as best we can, and feel badly that we were not able to satisfactorily resolve this earlier.  Being an online-only retailer we traditionally handle all refunds via credit card and PayPal, so this was a new request for us, and one we'll learn from and handle better in the future.  I understand the customer's hesitance to further divulge financial information.Hopefully the money order successfully arrives and is to Mr. [redacted]'s satisfaction.  If not please feel free to contact me directly at [redacted].Thanks,[redacted]VP, Sixity Inc.

Thank you for bringing this to our attention. Our Customer Service Management has been in touch with the customer, and informed him that we do not have the required axles in stock to complete an exchange. This issue has been resolved in that we are monitoring inventory and will be alerting the...

customer when the product comes back in stock.  At this point we will ask the customer to send back the axles and we will complete the exchange. Thanks again and have a great day.

Again we are sorry for the customer's experience, but we have done everything we can do.  Per the last exchange of messages, the customer refund has been completed in full.  It is not possible for us to have [redacted] un-refund, and then issue a separate refund.  The full purchase price has been refunded, and I am not sure what course of action the customer is requesting.  We are sorry for the mix-up our customer service agent had in responding to the initial request, but we have endeavored to rectify the situation and at this moment the customer has both the product purchased and the full refund price.  Thanks and we apologize.

I'd like to apologize to the customer for their experience.  We train our staff to rely on our posted policies whenever possible, and in this case the issue was that the purchase in question was 120 days old at the time the customer first contacted us to request a return.  We are always...

happy to handle returns up to 30 days, which is our posted policy.  I'm sorry we did not meet the customer's expectation, and we'll review to see how we could have better handled.  As a courtesy we will be providing a return label to handle the customer's return shipping, and will offer a refund, and if interested help the customer find the product that will fit.  The manager of our Customer Service team has called and left a message for the customer to reinforce all this, and provided the direct phone number.  Thanks and we apologize again.

I am rejecting this response because: I have not received a refund of products nor have sixity and myself come up with a conclusion on how to pay for the mechanic work for their partial install and removal of bad product