Wayne's Wheels

My response:This customer purchased a brand new set of ~ 18xWhite Diamond PinkWheels from our *** store for a total of $including shipping to Ohio.Upon initial inspection, the customer noticed some imperfections appearingto be some small scratches on one of the new wheelsWe asked her
tosubmit some photos of the damaged area so we could hopefully figure out ifthe problem was a defect in the wheel or if it was caused by FEDEX duringshipping and handlingThe customer sent photos that were too small toaccurately see the damage so I told her I would compensate her by givingher a $credit to her account.Approximately a week later, after she installed the new wheels on hervehicle, and before I had the opportunity to apply her $credit, shestarted complaining that the finish was fading and turning differentcolorsOncxe again, the photos she forwarded to me were not clear enoughto determine the problemI wasn't completely sure if she possibly usedinappropriate cleaners and/or chemicals to clean the wheels so I advisedher to send the wheels back for inspection to see if the problem would becovered under the manufacturers warranty, which is months on the finishfrom the date of purchase. The customer stated she didn't have the moneyto cover the cost of shipping and handling, let alone the cost to dismountthe wheels and tires and put the original wheels back on the vehicle.I then advised her to send at least one wheel back so we could determineif the wheel damage/defect would be covered under warrantyThe customerstated that I should take care of all the shipping and handling becausethese wheels were purchased as brand newI do not dispute that the wheelsare Brand New because that is how I purchased them from the manufacturerbefore shipping the wheels to herI also informed her that,unfortunately, the manufacturer will not pay for any shipping and handlingin any direction to take care of the problem and neither would II alsostated that this was clearly stated in the 'Return Policy' on the ***item.When I did not offer to pay for the shipping, the customer initiated achargeback through PayPal and threatened to report me to the BetterBusiness BureauObviously, since the customer did not return anymerchandise by the proper procedures listed on our *** return policy, Icontacted *** and they sided with me stating that the customer did notadhere to the return policies and procedures, and reversed any chargebacksand deleted any negative comments that the customer may have posted.This is the first time that I have had any negative comments on our WhiteDiamond wheel lineIt is one of my most popular custom wheel brands thatI sellI can only speculate that maybe the installer used some harshchemicals to clean the wheels like a rag contaminated with brake fluid, orspraying *** solution on the wheels, which I have heard could bea caustic chemical that may be hazardous to the painted aluminum surface.If that were the case, then any finish warranty would be voided under the'improper cleaning and/or abuse' to the wheelsI would like to state thatI have 100% customer satisfaction on all other transactions on ***especially on my White Diamond Wheels line.I would also like to state that I am truly sorry that this customer isexperiencing problems with her new wheels, but I will not brake ourcompany policy or manufacturers policy on proper returns and procedures.Please let me know if you need any further information and/orclarification on this subject