Terrabella Incorporated

Hello, I am very sorry for any confusion when placing this orderOur website does say that this is a molded plastic dash cover in the descriptionIt also says in red:Please note, this is a Dash Cover and is NOT a complete dash replacement.Out of good faith, we will be happy to waive the restock fee as long as you will ship the dash cover back to usPlease let me know if this will work for you? Thank you for your patience and your business!TabathaStock Interiors

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] ***

Hello,We only provide first quality productsWe sell hundreds of these mats and very rarely have any issue with themWe are not a bait and switch company and our products are only first quality We have heard from this customer twiceOn the first occasion he called in saying the quality was not good and we requested picturesOur manufacturer is very good to stand behind their product as long as we provide proofWe did not receive the pictures that were requestedThe second time that we heard from the customer he stated he wanted return instructions and those were provided to the customer requesting that he send the product back and that we do charge a 25% restock fee We would have been happy to waive the fees, however, without proof that there is an issue with this rubber mat our policy states that the customer is responsible for sending the product back In this particular case, if the customer can ship the product back in original condition, we will make an exception and waive the restocking feeWe have already provided return instructions to the customerPlease let us know if this is acceptable? Thank you, [redacted] Stock Interiors

The customer has been refunded the full amount of the original order including the product and shipping The amount of $has been refunded to his credit card.Stock Interiors

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.] Regards, N [redacted] M [redacted] I have never had any business cancel or refuse an order based on a previous return, that is not standard practice. The carpet was returned as I was not happy with it period for more than one reason.

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.
Regards,
*** ***

*** *** First of all, our website does make it very clear that no holes are cur in the carpets 1. You can read the very detailed install instructions online that actually show no holes in the carpet here ***
2. You can watch a video of a person installing the carpet on the same page 3. Our FAQ page says it here *** 4. There is an actual photo of the item you ordered without holes on the item details page here *** All of the emails we sent to you (original invoice and tracking notice) had links to these pagesSecond, you did not order the thickest pile carpet we offerYou ordered the regular cut pile carpet with mass backingWe will include an attachment showing the original invoice for your orderSince the day we added this item to our catalog, in 2012, we have sold of this exact itemWe have never received another complaint from any of the other customer like your complaintThe manufacturer has verified that the mold is correct, and the mold was made directly from a 2011-*** *** We thank you for providing the photos documenting the issues you hadAccording to the manufacturer of the carpetThey were able to look at the photos and determine how it was installed incorrectlyTheir comment was “This carpet was not installed correctly, the whole carpet needed to go forward under dash moreThe passenger area carpet does not go up the step going into cargo area like he has it the cargo carpet covers that area and they overlap each other under the back seats.” Besides all of those issues you raised, you have an open chargeback pending resolutionUntil that chargeback is closed, it is impossible for us to help you in any wayAt this time, we are sorry, but there is nothing that we can do for this complaint Stock Interiors

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.
Regards,
*** ***

Hello,We only provide first quality products. We sell hundreds of these mats and very rarely have any issue with them. We are not a bait and switch company and our products are only first quality.   We have heard from this customer twice. On the first occasion he called in saying the quality...

was not good and we requested pictures. Our manufacturer is very good to stand behind their product as long as we provide proof. We did not receive the pictures that were requested. The second time that we heard from the customer he stated he wanted return instructions and those were provided to the customer requesting that he send the product back and that we do charge a 25% restock fee.   We would have been happy to waive the fees, however, without proof that there is an issue with this rubber mat our policy states that the customer is responsible for sending the product back.   In this particular case, if the customer can ship the product back in original condition, we will make an exception and waive the restocking fee. We have already provided return instructions to the customer. Please let us know if this is acceptable?  Thank you,[redacted]Stock Interiors

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]

Hello, As long as the product is returned in it's original condition we will give you a full refund. We had already stated that we would waive the fees in our first response. Just send the rubber mat back to the address I provided you with the RA number written on the outside of the box and we will inspect and refund you your money. Just let me know if you accept this solution? Thank you,[redacted]Stock Interiors

The customer has been refunded the full amount of the original order including the product and shipping.  The amount of $175.35 has been refunded to his credit card.Stock Interiors

Hello,I am very sorry for this lack in communication. I have researched this and there seems to have been a glitch in our system that sends out the invoices and tracking information. We will get you a refund issued for you shipping in the amount of [redacted]Again, I am very sorry.Thank...

you,[redacted]Stock Interiors

Cancel the complaint. Issue resolved.[redacted]

Hello, I am very sorry for any confusion when placing this order. Our website does say that this is a molded plastic dash cover in the description. It also says in red:Please note, this is a Dash Cover and is NOT a complete dash replacement.Out of good faith, we will be happy to waive the...

restock fee as long as you will ship the dash cover back to us. Please let me know if this will work for you? Thank you for your patience and your business!TabathaStock Interiors

Hello,I am very sorry for any inconvenience, but the first carpet that you received, and we paid to pick up and bring back was inspected and returned to stock. It was for the passenger area only (anywhere anyone sits). The second order was for the same molded carpet for the passenger area (anywhere...

that anyone sits) and the rear deck area. The only difference being the rear deck area and the color was different on that order. We did not want to ship you another carpet and you have the same issues that you you had the first time. That is why we cancelled the order and issued you a full refund. Again, we were only trying to prevent this turning into a headache for both of us.Thank you for your patience!T[redacted]Stock Interiors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
N[redacted] M[redacted] I have never had any business cancel or refuse an order based on a previous return, that is not standard practice. The carpet was returned as I was not happy with it period for more than one reason.