TH Motorsports

Initial Business Response /* (1000, 5, 2014/09/02) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext[redacted]
Contact Email: [redacted]@thmotorsports.com
Hello,
We apologize for the inconvenience. The item that you ordered has been discontinued by the manufacture....

Therefor your order has been cancelled and a FULL refund has been issued back to your PayPal account. An email regarding this issue has been email to you.

Initial Business Response /* (1000, 5, 2014/06/09) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@autoplicity.com
Hello,
We apologize for the inconvenience. After further investigation we determined that our site had incorrect...

fitment information. A refund for the amount of $42.49 for the remainder of your purchase has been refunded. Please allow up to 72 hours for the funds to reach your account.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted within 24hrs of this posting by THMotorsport's customer service manager and immediately issued a refund for the restocking fee.

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted].com
Hello,
Thank you for reaching out to us. Unfortunately the hub you ordered is no longer available, this is why a refund was...

issued back to your account. We understand that without the hub, the steering wheel is no use to you. We are willing to issue you a prepaid shipping label to receive the steering wheel in exchange for a full refund. Please get back to our customer service department with your email address to where you wish the label sent to.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was refunded for hub.
Also sent back steering wheel for refund. Company provided free shipping return slip. According to tracking they have received the steering wheel and I am still waiting on refund for the steering wheel.
Overall the response is satisfactory.

Terrible Service and Delivery Speed. Paid for 3 day shipping on Monday. Got it the next Wednesday. Customer service is a joke here.

Initial Business Response /* (1000, 6, 2015/04/08) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello,
Unfortunately the item that you initially order is no longer in production. Therefor we cannot ship you out a...

replacement. A full refund will be issued to your account.

I am very disappointed with the service I received from this company. I ordered some floor mats as a Christmas gift 8 business days before Christmas. I contacted them by phone on the 21st of December for some tracking information to make sure they would arrive before the big day and the response I got was that they were not going to ship out until the 28th. At this point I told the representative to cancel the order and refund my debit card because that would defeat the purpose if it arrived that late and he agreed to do so. The next day I received an email saying that the package had been shipped and it was scheduled to arrive a week after Christmas. I was upset at this point because I knew I would just need to return the product but as per their website they have "easy returns". But this is a blatant lie, I have sent 8 emails and have called just as many times to get the package returned but the most I get is a response saying that an agent will review my request and I will be contacted within 24 hours which I was never contacted. Then 3 days later I receive an email asking if everything was taken care of to my satisfaction which it wasn't. I STILL HAVE THE PACKAGE!! This whole process has happened 3 times. Another issue that I had is that I called at 3:30MST and I was put on hold waiting for someone to take my call. After a half hour wait the call was ended on their end and come to find out that they closed with me still in the line and without taking care of their customers. I am a very patient person and quite understanding but this company/service is a complete joke.

Initial Business Response /* (1000, 5, 2015/05/13) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello,
In regards to this complaint. Our policy clearly stares NO exchange will be done until we receive the...

initial product first. We are just following protocol.
You stated above that you spoke to the mfg. What is the correct part number you are seeking? We will provide you with a return label to retrieve the incorrect product you have and will sent out the part you are seeking.
Please email me directly so we can move forward and rectify the situation. In the email please include your order number and information requested.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr.[redacted] obviously did not take the time to fully read and understand the complaint. After my last communication with [redacted] at 10:30 am on 05/13, I was told the return shipping label would be emailed within a few minutes. By 5:00 that evening, the label still had not been sent and I had to contact THMotorsports yet again, to be told, yet again, it would be sent in a few minutes. By mid-day on 05/14, the return label still had not been sent and I made another attempt to contact the company, only to wait on hold for so long with no answer, that I was forced to end the call because I was at work. I contacted THMotorsports again at 5:00 on 05/14 and was told they had been very busy but would send it that evening. I finally received the return label on 05/15 at 5:12 pm, over three days after I was originally told I would receive it. At that point, it was too late to drop the box off at FedEx so I was forced to wait until today, 05/15, to drop it off, which means I now have to wait the weekend to even expect the replacement part to be shipped. I was originally told I would receive the replacement part on 05/14, and did not even get the return label until that day. The complete lack of urgency in resolving the matter, not to mention their refusal to accept responsibility for their obvious and many mistakes, has created a true hardship for me and for my family. This issue has been going on for four weeks now and I am no closer to a resolution than I was at the beginning. THMotorsports has insisted on emailing me rather than contacting me directly with any issues, which further complicates things and does nothing to expedite a resolution. THMotorsports has given me bad information on more than one occasion and has made promises they did not fulfill on more than one occasion. I have done my part in all of this--sent any and all information requested, ordered parts that were correct according to their website, and complied with all requests--and it is obvious that THMotorsports has not and is not willing to do their part in all of this. I have paid for a part that I have STILL NOT RECEIVED. I have no confidence that, after all this confusion and inconvenience, I will ever receive the correct part.
Final Business Response /* (4000, 9, 2015/05/18) */
Hello,
We apologize for the inconvenience our company has caused you. A pre paid shipping label has been emailed to you to retrieve the second incorrect part.
Being a drop ship company we need to wait for our suppliers to inspect the items that have been returned before we can send out the replacement. With that being said we will issued you a full refund for the product once returned so you can go ahead a replace the order online for the correct part rather than waiting another week for the replacement to ship out.
As of today the label we issued you has not been used. Please contact us once you ship the item back so we can start the refund process. Also please include the receipt for the return shipping so we can reimburse that too.
Final Consumer Response /* (4200, 11, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As usual, TH Motorsports is relaying incorrect information. This response was sent on May 18th, stating the part had not yet been returned when, as I stated before, we returned the part on May 15th and have documentation to prove it. It is obvious to me that TH Motorsports has a complete lack of management and even less interest in providing good customer service. TH Motorsports has not only inconvenienced my family and me by leaving me without a vehicle for over a month, but they have also made it difficult for me to do my job as a soldier in the US Army. I am appalled at the treatment I have received and at the complete lack of any remorse or even a genuine apology. I am disgusted that I basically had to do the work myself to get the correct item. I paid for not only an item, but also a service: it is TH Motorsports' responsibility to prepare and ship their products not only correctly, but also in a timely manner. Ultimately, I paid for a service that was not provided to me and a product that took an unreasonable amount of time to be provided to me. It is not reasonable to pay for a product in March and not receive the actual, correct item until the end of May. I am shocked to see, reading through all the other complaints that have been filed for similar problems and issues, that TH Motorsports still has a positive rating with the Revdex.com and I truly hope that is an oversight that will be quickly corrected. I will certainly never do business with TH Motorsports again and I hope that, by taking the time to file this complaint, I will save someone else the hassle and aggravation of dealing with this company.

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted] T. C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello
Your order was shipped from the manufacture in Japan. It is on its way to our facility and then to you. We can...

offer you a discount on the item for the delay and inconvenience. At this time we are willing to offer you a $25 refund on your order. Please advise if this works for you.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An estimated delivery time of three months is not acceptable for a product that was listed as being IN STOCK (and obviously was not). Any other reputable business would inform their customer of possible extended shipping delay before purchase or at the very least before billing. I will not accept anything but a full refund. Hopefully the next customer that orders this part will not have to go through such an arduous process.
Final Business Response /* (4000, 9, 2015/05/18) */
Hello,
Thanks for reaching out to us. We apologize for the inconvenience we have caused you. Please understand that the item you ordered was a special order from Japan, which cannot be cancelled once shipped. We have redirected the package to our facility. A full refund will be processed shortly.
Final Consumer Response /* (2000, 11, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted].com
Hello,
Thank you for reaching out to us. Unfortunately the hub you ordered is no longer available, this is why a refund...

was issued back to your account. We understand that without the hub, the steering wheel is no use to you. We are willing to issue you a prepaid shipping label to receive the steering wheel in exchange for a full refund. Please get back to our customer service department with your email address to where you wish the label sent to.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was refunded for hub.
Also sent back steering wheel for refund. Company provided free shipping return slip. According to tracking they have received the steering wheel and I am still waiting on refund for the steering wheel.
Overall the response is satisfactory.

Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello,
We apologize for the inconvenience our company has caused you. As of 11/17/2014 you have been refunded in FULL...

for you order. The amount of $130 has been sent to your [redacted] account. Below is your [redacted] refund ID.
Unique Transaction ID #[redacted]XXXXX[redacted]
Thank you for your review.

Initial Business Response /* (1000, 5, 2014/07/29) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello [redacted],
We apologize for the inconvenience, your refund for the remaining $285 has been submitted to...

accounting as of 6/6/2014. It seems that our accounting department has over looked this refund. As of today a refund for the amount if $285 will be issued to your account. Once again we apologize for the entire situation.

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autoplicity.com
Hello,
We would be more than happy to issue the customer a refund. A RMA number was provided to the customer with a return...

address and return instructions. The customer is yet to provide us with return tracking so we can issue the refund. Once return tracking is provided a refund will be issued. Thank you.
RMA and return address- [redacted]
MOTOVICITY DISTRIBUTION
ATTN: RETURNS
XXXXX [redacted] Drive
[redacted] XXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business is jerking me around with one excuse after another as to avoid giving me the refund due. The customer service department is just horrible, their return policies are unrealistic and their warehouse has no clue as to what they have or don't have, I was even asked at one point to take a photo of the wires before returning them, the RMA number is on the package I am not sure what it is I am searching my office for the postal receipt and I am now convinced that TH Motorsports is determined not to refund me. I am sure that even if I find the rma number they will then come up with another excuse to not reimburse me . I have opened a claim up with my visa company and plan on doing extensive web warnings about this crooked company. I have NEVER had so much hassle in my life to return something.
Final Business Response /* (4000, 9, 2015/09/03) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@autoplicity.com
Full refund has been issued to the customers account ending in [redacted] as of 9/3/2015.

Dear Mr. [redacted]I apologize for the issues you experienced with your order.  The phone call you received was from a relatively new employee of our company who may have given you the wrong call back number.  Unfortunately, the item you purchased has been discontinued so it can no longer be...

purchased.  We meant to provide you with a refund but the person responsible for that made an error.  We are processing your refund today and you can expect to have the funds back in your account within 1-3 business days.  If we can be of any further assistance please do not hesitate to contact us. Sincerely, TH Motorsports Customer Service

Initial Business Response /* (1000, 5, 2014/06/19) */
[redacted],
We are really sorry about this. We were hoping you got our email the day you ordered the exhaust where we put in the ETA. The order arrives into the US next Tuesday and ships thereafter. Would you like to wait or cancel? Every...

dealer is out of stock as we are [redacted] direct.
[redacted]

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thmotorsports.com
Hello,
As per customers request a prepaid shipping label and pick up request has been emailed to the customer as of...

10/12/2015. Below is a screen shot of the shipping label provided to the customer.
http://screencast.com/t/hBwOTcjpeS5
Once the tracking number shows that it is on the way back to our facility, a full refund will be issued.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Within 5 business days of this e-mail, you must ship the product to the address above. If the product is not shipped within 5 business days of authorization, we reserve the right to deny the return. All returns must meet the following requirements. Any return that does not meet the requirements will be denied.
That is THMotorsports required return policy. As of Friday the 9th, after emailing them earlier in the week to once again request a call tag, a request that was met with silence. I considered that they were going to behave in a punitive manner if I was late getting this return to them, so I paid out of pocket $31.90 to return the item within their appointed time frame.
I think it's cynical to offer a call tag after the point where the customer is compelled to ship the return item. I want my $31.90 refunded, if these people had made just the slightest effort at communication I would have waited for the call tag, again, I think this was a cynical move to force me to pay the shipping for fear of me not being allowed to return a product that they shipped incorrectly in the first place.
This entire experience has been repugnant. I have purchased from them before, but I will never spend a Canadian penny on any of their merchandise. This is repellent customer service.
Final Business Response /* (4000, 9, 2015/10/15) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thmotorsports.com
Hello,
We will be more that happy to provide the shipping charges back to the customer. To confirm that the item was indeed shipped back we will need the tracking number form the customer. Without the tracking number we have no proof that the order was shipped back to us.

Here is our return policy: http://thmotorsports.com/faq#return
Here is our return policy:
How do I return or exchange a product(s)?
If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of delivery of your order. The following rules apply:
Products must be in original packaging and in a new and resalable condition.
Any product that was used or fully/partially installed is non-returnable.
Shipping Fees (Both inboung and outbound) are non-refundable.
Original actual cost of shipping will be calculated into the returned amount
A 15% re-stocking fee will apply to returns that are not caused by manufacture or THMotorsports error unless stated higher by the manufacture. All Clutch Masters items new or open carry a mandatory 25% restocking fee set forth by the manufacture.
The RMA Number Must be Posted on the returned box
Non-Returnable Items:
Fittings
All piping/clamping components
Promo products i.e. Clothing
All interior Pieces including Seats
Electronics
Turbo Kits/Super Charger Kits and Components
Head studs/Internal items such as Cams, Pistons, Rods, or any valve train components.
Any Truck Freighted Parts/Any Carbon Fiber items
Lug Nuts & Wheel Accessories
Ground Control Coilovers & Ksport Airtech Suspension Components
All Racing Suits, Shoes and related clothings
Have a good day,
Hubert T
THMotorsports Inc.
1-800-959-0145, ext. 101
www.thmotorsports.com

Goog customer service, thank you for everything. I will be buying more parts for my GLI.????

Great prices very fast shipping highly recommend this company THANK'S.

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted] T. C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello
Your order was shipped from the manufacture in Japan. It is on its way to our facility and then to you....

We can offer you a discount on the item for the delay and inconvenience. At this time we are willing to offer you a $25 refund on your order. Please advise if this works for you.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An estimated delivery time of three months is not acceptable for a product that was listed as being IN STOCK (and obviously was not). Any other reputable business would inform their customer of possible extended shipping delay before purchase or at the very least before billing. I will not accept anything but a full refund. Hopefully the next customer that orders this part will not have to go through such an arduous process.
Final Business Response /* (4000, 9, 2015/05/18) */
Hello,
Thanks for reaching out to us. We apologize for the inconvenience we have caused you. Please understand that the item you ordered was a special order from Japan, which cannot be cancelled once shipped. We have redirected the package to our facility. A full refund will be processed shortly.
Final Consumer Response /* (2000, 11, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thmotorsports.com
Hello,
As requested a $47.99 refund has been sent to your payment account for the restocking fee applied. Please allow up to...

71 business hours for the funds to reach your account.