Super Scooter Store

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Am willing to work with company to resolve this issue.The first SportKart that was ordered did NOT come with tie rod end, it was ordered under [redacted] ans was sent to me at [redacted] **I called and they said they would have manufacturer contact meThis never happened, so I had to order and pay for said partOrder # [redacted] The second order I placed in my name [redacted] with this order I purchased the up graded clutchCart came fine, week later the clutch showed up, it was wrong clutchContacted vendor and they said to just switch out housing and it would workWell clearly whoever I spoke with doesn't have a clue about the products they are sellingCalled back several times only to get run around and promise that some one would call me back which never happenedI made a call to be sure that the clutch was going to be the right on to go on my cart and was told YESwell that isn't the case, because the tooth count and shaft size are not compatibleIt was suppose to be an upgraded clutch for better performance, the clutch they sent is 5/shaft and I have a 3/shaftIn order to use this clutch I would have to change my shaft and rear sprocket Your assistance in correcting this issue would be greatly appreciated [redacted] ###-###-#### Sincerely, [redacted]

I have already refunded this customer the FULL amount that he requestedHe just wanted the refund BEFORE the scooters were actually shipped back We can only refund customers when we actually RECEIVE the scooters back at the warehouses, he demanded the refund before We would need to inspect the scooters and make sure that they're not damaged before issuing the refund This is true for all brick and mortar stores and online stores, when you want to return a product and demand a refund, you have to return the product back to the business first, and it has to be inspected first In this case, as soon as the scooters were returned and inspected, I issued the refund immediately Here is a screenshot of his order info which shows the order as being canceled since we refunded him: http://screencast.com/t/0IFMpNeSPte And here's a screenshot showing that we refunded him on Nov 4: http://screencast.com/t/ehFPXtPM Do you require any more evidence? I am happy to give whatever I can show you I would just like to resolve this matter as soon as possibleBest, Max Finn www.superscooterstore.com

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 and the matter has been resolved Sincerely, [redacted]

HI we will be more than happy to assist you with this For full transparency, we at Super Scooter Store ship directly from the manufacturer, in this case, it is [redacted] and it is to our understanding that they shipped you the parts needed, and you may have spoken to them about getting the parts I will reach out to [redacted] and make sure you get the right parts Can you please provide your full name and order number? Thanks,Max F*

I have already refunded this customer the FULL amount that he requestedHe just wanted the refund BEFORE the scooters were actually shipped back. We can only refund customers when we actually RECEIVE the scooters back at the warehouses, he demanded the refund before. We would need to
inspect the scooters and make sure that they're not damaged before issuing the refund. This is true for all brick and mortar stores and online stores, when you want to return a product and demand a refund, you have to return the product back to the business first, and it has to be inspected first In this case, as soon as the scooters were returned and inspected, I issued the refund immediately. Here is a screenshot of his order info which shows the order as being canceled since we refunded him: http://screencast.com/t/0IFMpNeSPte And here's a screenshot showing that we refunded him on Nov 4: http://screencast.com/t/ehFPXtPM Do you require any more evidence? I am happy to give whatever I can show you. I would just like to resolve this matter as soon as possibleBest, Max Finn www.superscooterstore.com

Dear Sir/Madam,This is our second follresponse to *** *** complaint against us:1) *** states that we did not provide her with assembly instructions, but we didAs mentioned in point of our previous response, we sent her a Wiring Diagram and AssemblyGuidelines (provided by Roketa) together with some YouTube links (that we went out of our way to personally find for her so as to provide an extra level of service): ***2) *** states that we made changes to our return policyThis is not true at allHere is our return policy that has always been on our site since the beginning*** ***
***
The key here is to note the asterisk (*) point below that says that each of our products’ manufacturer’s return policies may vary and that we ultimately adhere to each manufacturer’sreturn policy (they override ours)This means that in spite of the general return policy mentioned above that asterisk (*) point (which is very similar to many of our manufacturer’s return policies and which is why we have it as our general return policy), if a certain products’ manufacturer’s policy is different, then we would adhere to the manufacturer’s policyIn the case of Roketa, they do not allow returnsHere is their warranty policy ***Note the point that there is no exchange on vehicles/units and warranty will cover parts only.3) The reason why we added the extra note (*** on the product page stating that we do not accept returns and that professional mechanical expertise might beneeded for the Roketa GK-61- product that *** purchased was mainly because of ***’s caseWe wanted to let future customers know of this before they purchased the productIt is not to try to strengthen our position for ***’s case, but rather to be responsible and advise our future customers so that we minimize having such a case like ***’s again in the futureIt should also be noted that we’ve sold Roketa GK-61- units before *** purchased hers and have not had any problems with those customers who’ve bought them, like the way we have with *** 4) *** states that she is not certain her Roketa GK-61- is safe just because it is making a terrible soundFirst of all, we have received no evidence of this from herSecond of all, without any evidence, how do we know that the sound is not normal? It could be the sound of the engine and the Go Kart is perfectly fine She says she has not ridden the Go Kart, but there is no evidence of thisFor all we know, she could have ridden it for quite a bit by nowIt seems that *** is just saying that the Go Kart is making a terrible sound to make up a reason to return itIf there is really a problem with the Go Kart, as part of Roketa’s warranty policy that we adhere to, replacement parts can be provided (although she as the customer would have to pay for the shipping costs of these replacement parts) as long as there is evidence of the faulty part.5) We did contact *** from a private number and leave a voice messageShe could have easily returned our call as our contact number is easily found on our website***
***
***From our records, *** has only called us once to our 1-number, and that was the initial timeObviously, we’ve traded many emails with herIf this was such a serious issue for her, I would imagine she would have tried to call us many more times.6) Dennis from Roketa is not a mechanic, but I am sure if at the time he called, if *** was still having problems assembling the Go Kart, he would have gotten his mechanic to help hertroubleshoot the assembly.7) We did not ask *** for proof of purchase of the additional bolts initially, but now that we’ve mentioned it in this Revdex.com complaint, she still has not provided themNormally, we would haveliked to have this proof to justify the $compensation we offered her (as part of our internal company’s policy) for her inconvenience with the assembly difficultiesHowever, we still offered her anyways as part of our good will: *** has not accepted this compensation.In conclusion, we did provide *** with materials to help with her Go Kart assemblyWe have not changed our return policy at all*** had difficulties assembling her Go Kart initially, but it is currently assembled and working fine, as we have no evidence otherwiseWe at Super Scooter Store, in our capacity of having items shipped directly from our vendors, have tried our very best to support her with her difficulties by being responsive and even getting assistance from our vendor, RoketaWe have a *** number that we can easily be contacted atWe have also offered her a $compensation for her inconvenience, even though we did not have to do this. Thank you very much for your time and attention. Best,Max F*
***

Dear Sir/MadamThis is in response to *** *** complaint against us:1) *** *** ordered a Roketa GK-61-2-Seat Off-Road Gas Go Kart, 200cc from us on July 19, for $2349: ***2) The item was shipped out on July **, directly from our
vendor, Roketa (Goldenvale Inc), who are located in Ontario, CA, and delivered to *** on August, 2016: ***3) On the evening of * August, 2016, we received a call from *** stating that she needed assistance in putting together her Go Kart: ***Our call-center took down her message and mentioned that somebody would be in touch with her to help her with her issuePlease note that all time stamps are in US Eastern Standard Time.4) On the morning of ** August, 2016, we immediately responded to ***’s call by emailing her, in which she subsequently responded: ***5) With ***’s response, we forwarded it to our main contact Dennis R*** over at Roketa seeking his assistance as we ship directly from them and do not have the assembly instructions that *** was asking for: ***In the meantime, there was another back and forth with *** as she seemed to be getting anxious: ***Please note how responsive and transparent we were with her.6) Being on US Pacific Standard Time, Dennis responded a bit later (but still on the same day): ***He sent a Wiring Diagram and some Assembly Guidelines and also suggested doing a search on YouTube for videos showing assembly of Go Karts imported from China.7) We took the initiative to search YouTube for relevant videos as Dennis suggestedWe could have simply told the customer to search herself, but we wanted to provide an extra level of serviceWe then responded to *** with the YouTube links we found and the documents Dennis sent to us: ***She responded and we responded back: ***Please note again how responsive we were with her.8) *** responded again with her complaints and we even tried calling her; she did not pick up, but we left a voice mail: ***She responded with more of her complaints: ***9) We responded to *** that we would be getting someone from Roketa to help her: ***We called Dennis over the phone and he agreed to call *** or her husband to help them with their issuesAlthough Dennis is not a full tech person, he has quite relevant and sufficient knowledge of these Go KartsIf he was not able to help with ***’s issues, he would have gotten Roketa’s full tech person to assistThis was agreed.10) Dennis tried calling *** or her husband, but was unsuccessful: ***I responded to him: ***In the meantime, *** resumed her complaints and asked for compensation: ***This was our response to her: ***Please note again our responsiveness to her and how both us and Dennis over at Roketa were doing our very best to help her.11) Dennis finally got a hold of ***’s husband and mentioned to us that all was fine: ***We called Dennis and spoke to him (he was out of the office for days due to fires near his home which resulted in some roads being blocked) to confirm that all was fine with the customer per his call with them.12) In the meantime, *** continued her complaints: ***Our response to her was: ***She responded and we responded back again: ***Above is the chronological history of our support for ***We have been very responsive and transparent with her, even getting our vendor Roketa to help herShe had mentioned about having to purchase additional bolts at a hardware store and also having a mechanic come over to take a look at their Go Kart making a soundHowever, we have not received any evidence/receipts of that from her at allOur conclusion is that she had issues assembling her Go Kart, but now it is assembled and working fine.She has a right to be frustrated with the lack of adequate assembly instructions, but please understand that we ship directly from Roketa so there are some things that we are unable to control (such as the seat colors and inadequate assembly instructions)Without any evidence whatsoever from her, we have offered to compensate her $for her inconvenience with the assembly difficultiesWe are also very clear on our return policy, which has always been there ***): ***Roketa does not allow returns (unless there are severe manufacturing defects) so in this case, we have to adhere to their policyIn any case, she had mentioned before that her Go Kart was a nice product, so we do not understand why she wants to return it.In conclusion, *** had difficulties assembling her Go Kart initially, but it is currently assembled and working fineWe at Super Scooter Store, in our capacity of having items shipped directly from our vendors, have tried our very best to support her with her difficulties by being responsive and even getting assistance from our vendor, RoketaWe have offered her a $compensation for her inconvenience, even though we do not have to do this.Thank you.Best regards,Max F*Super Scooter Store (***)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Am willing to work with company to resolve this issue.The first SportKart that was ordered did NOT come with tie rod end, it was ordered under *** *** ans was sent to me at *** *** *** *** **I called and they said they would have manufacturer contact meThis never happened, so I had to order and pay for said partOrder # *** ( 12/**/2015)The second order I placed in my name *** *** *** *** ** *** * *** with this order I purchased the up graded clutchCart came fine, week later the clutch showed up, it was wrong clutchContacted vendor and they said to just switch out housing and it would workWell clearly whoever I spoke with doesn't have a clue about the products they are sellingCalled back several times only to get run around and promise that some one would call me back which never happenedI made a call to be sure that the clutch was going to be the right on to go on my cart and was told YESwell that isn't the case, because the tooth count and shaft size are not compatibleIt was suppose to be an upgraded clutch for better performance, the clutch they sent is 5/shaft and I have a 3/shaftIn order to use this clutch I would have to change my shaft and rear sprocket. Your assistance in correcting this issue would be greatly appreciated. *** *** ###-###-####
Sincerely,
*** ***

*** *** Revdex.com Response Dear Sir/Madam, The first thing we want to note is that since we ship directly from X-Treme (the manufacturer), we adhere to their return policy- they override ours. This is stated clearly on our returns page (please look at image *** *** Return, the red arrow pointing to this) The second thing to note is that although it’s unfortunate that a specific part (the plastic casing) of the product was defective, we have since sent this part out with tracking number *** ***. We have also offered customer an extended day warranty as a courtesy due to what happened with her orderThere is no further evidence that suggests that the rest of the item is defective. If customer wants to return the bike, she will have to pay for return shipping back and a restocking fee as per X-Treme (the manufacturer’s) policy Here is the sequence of events (with corresponding images showing our email conversation for full transparency). Since there’s a limit to the number of images we can send, we have replaced them with screenshot urls. Please copy and paste them into your web browser to bring up the screenshots: 1) Customer called in on February *, 2017. She stated that she just received her order and the plastic casing where the seat goes is severely cracked and damaged. See *** 1: *** 2) We responded to her a few hours after she raised a ticket at 2.51PM asking for pictures and a video. See *** 2: *** 3) *** replied back with the pictures and video evidence at 2.58PM. See *** and 4: ***
*** 4) We forwarded these evidence to X-Treme (the manufacturer) at 5.29PM same day Friday. See *** 5: ***
5) We also acknowledged the customer because the supplier is closed on Friday at 5.35PMSee *** 6: *** 6) *** acknowledged and said thank you. See *** 7:
*** 7) *** called in again on Monday at 3.58pm. See *** 8: https***
8) X-Treme did not reply yet so we sent them a follemail. See *** 9: *** 9) X-Treme responded asking for clarification on some items. See *** and 11:
***
*** 10) We forwarded the customer’s shipping address and clarified with X-Treme See *** 12: *** 11) X-Treme responded See *** 13:
*** 12) After we’re informed that the replacement casing will be shipped that day, we relayed to the customer immediately. See *** 14:
***s 13) *** replied back and we also responded to her. See *** and 16: ***
*** 14) *** replied that she's not happy and then we informed X-Treme immediately. See *** 17:*** 15) X-Treme responded. See *** 18: *** 16) We followed up on the replacement body casing. See *** 19:
*** 17) *** replied back and thought we ignored her, even though we were doing the best we can and waiting for X-Treme’s response. See *** 20: *** 18) Wendy, who was handling this case, called *** and provided X-Treme phone number and return policy. We also emphasized that we have to adhere to X-Treme’s policy as per our returns page. See *** and 22: *** ***
19) *** replied back stating that the replacement will be accepted, even though she was disappointed See *** and 24: *** *** 20) We informed the customer as well that she will be getting an extended day warranty from X-Treme due to what happened. See *** 25: ***
21) Lastly we emailed Chandra, relaying what we spoke about over the phone, and gave her the tracking number for the replacement casing *** *** See *** 26: ***
In conclusion: 1) We communicated with customer that we adhere to X-Treme’s policy, and that is also stated on our website2) We replaced the plastic casing for customer at no cost, and also gave her an extended warranty at no cost. There is no further evidence that the bike is “defective”, only the casing which we replaced 3) Customer accepted the resolution of this order, but is now asking for a refund. We are unable to give customer a refund since she still has the item in her possession

Hi *** ***/*** ***, I am unable to locate your order number *** or *** in my order database These are the order numbers that you provided us Did you mix us up with another company? We are a purely online retailer, our website is *** Although we started off as having an office location in NYC, we are no longer at NYC, and our LLC now is located in Wyoming We are purely online-only I honestly think that you mixed us up with another company, as I am unable to locate any of your aforementioned orders I also tried to search for your shipping address is our online database, you said : *** *** *** *** **but I did not come up with anything Which online website did you exactly purchase your product from? Was it really *** There is a possibility that you purchased at another store, or maybe you want to contact the manufacturer directly at *** I checked into this and am bewildered as I am unable to find your orders anywhere Thank you very much. Best,Max F*

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved.
Sincerely,
[redacted]

I have already refunded this customer the FULL amount that he requested. He just wanted the refund BEFORE the scooters were actually shipped back.  We can only refund customers when we actually RECEIVE the scooters back at the warehouses, he demanded the...

refund before.  We would need to inspect the scooters and make sure that they're not damaged before issuing the refund.  This is true for all brick and mortar stores and online stores, when you want to return a product and demand a refund, you have to return the product back to the business first, and it has to be inspected first.   In this case, as soon as the scooters were returned and inspected, I issued the refund immediately.  Here is a screenshot of his order info which shows the order as being canceled since we refunded him: http://screencast.com/t/0IFMpNeSPte And here's a screenshot showing that we refunded him on Nov 4: http://screencast.com/t/ehFPXtPM Do you require any more evidence?  I am happy to give whatever I can show you.  I would just like to resolve this matter as soon as possible. Best, Max Finn www.superscooterstore.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Am willing to work with company to resolve this issue.The first SportKart that was ordered did NOT come with tie rod end, it was ordered under [redacted] ans was sent to me at [redacted]. I called and they said they would have manufacturer contact me. This never happened, so I had to order and pay for said part. Order # [redacted] [redacted]The second order I placed in my name [redacted] [redacted] with this order I purchased the up graded clutch. Cart came fine, week later the clutch showed up, it was wrong clutch. Contacted vendor and they said to just switch out housing and it would work. Well clearly whoever I spoke with doesn't have a clue about  the products they are selling. Called back several times only to get run around and promise that some one would call me back which never happened. I made a call to be sure that the clutch was going to be the right on to go on my cart and was told YES. well that isn't the case, because the tooth count and shaft size are not compatible. It was suppose to be an upgraded clutch for better performance, the clutch they sent is 5/8 shaft and I have a 3/4 shaft. In order to use this clutch I would have to change my shaft and rear sprocket.  Your assistance in correcting this issue would be greatly appreciated.                                                                                                                                              [redacted]                                                                                                                                              ###-###-####
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Super Scooter Store has only focused on their responsiveness to my concerns/complaints however at the end of all of this I was never provided with assembly instructions & this company has made changes to their return policy & they have placed a new message stating "depending on mechanical expertise, you may need a professional to assemble unit. No returns on unit once sold." This message was not on their website when I purchased my go cart otherwise I would not have purchased it.  They have also revised their return policy after my purchase.  They have made several changes after my purchase which shows how they are trying to alter information to provide a stronger position. They were negligent as a company however continue to focus on their responsiveness over & over again.  Regardless, I was never provided with assembly instructions for the go cart I purchased & as a result I am uncertain if the go cart is safe.  At this point it has not been ridden because it's making a terrible sound.  As the provider of the item I purchased they need to accept accountability for the lack of NO assembly instructions.  As a consumer I should not be forced to keep a potentially unsafe item because the company I purchased it from was responsive & did what they could.  Super Scooter did call my cell phone from an unknown number, left a message, & didn't provide a return call number. Dennis from Roketa did not offer any additional support but rather mentioned he wasnt a mechanic & because the go cart was put together it seemed like we were all set.  Super Scooter Store never asked for proof of purchased hardware & they agree that the assembly instructions werent adequate. Not adequate?!?! They were not present at ALL! I want a full refund due to lack of any assembly instructions & not receiving the item as pictured/advertised.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

HI we will be more than happy to assist you with this.  For full transparency, we at Super Scooter Store ship directly from the manufacturer, in this case, it is [redacted] and it is to our understanding that they shipped you the parts needed, and you may have spoken to them about getting the...

parts.  I will reach out to [redacted] and make sure you get the right parts.  Can you please provide your full name and order number? Thanks,Max F[redacted]