Complaint Company shipped me part for an order I had cancelled. After many calls, rec'd label, confirmed they have returned item, but still no refund. On Dec 17, I ordered a tie rod, order #*****, the site said it would ship within 24hrs and shipping was 1-4 days. After the order was placed, shipping said up to 10 days. I called immediately to cancel and talked to *****. It took 45 min, he said he had to call upstairs to cancel. Finally, he said he cancelled the order and I would get an email to confirm the cancellation. I never got an email. I called back and got someone else who said they would take care of it. Still not fixed. The part was then shipped to me after I had already received it from another company. I called again on Dec. 26 and talked to ****. She said she would talk to management and I would receive a return label by email. After 3 more phone calls, and 5 emails, I finally got a return label only after posted a negative comment on Facebook. They received the part back on Jan 19th at 11:00am per Fedex tracking. I have called 2 more times and they send me to voice mail and no one calls back. I emailed 3 more times and still no answer back on the status of my refund. They owe me $54.95 and still have not even acknowledged that they have received the returned part.
Desired Settlement They charged my credit card immediately on Dec. 17, even though the order was cancelled within minutes of being placed. I would like my money refunded immediately.
Final Consumer Response as soon as I posted bad reviews on their facebook page they e-mailed me and said they would return my money which they did a few days later. This company is very dishonest and just give you a runaround. They had no right to charge my credit card no less keep my money for 2 months.
Complaint About two months ago I ordered a transfer case chain from "*******" for *** dollars. The chain came in a timely manner but it did not fit in my transfer case. It was the wrong chain. I replaced the chain with another and it fit fine. The chain that "*******" sold me was the wrong chain. Although they spent weeks telling me that there was no fitment issues with it. And that they sent me the right chain. After a couple of more weeks of phone conversations and many emails a post man showed up to pick up the return. At this point I thought, "finally" and sent the chain back to *******. this was around Feb 25th. After many more Emails and a few conversations they have stopped communication with me and never refunded my money. Product_Or_Service: Transfer case chain Order_Number: Order number XXXXX
Desired Settlement I would like my money back for a product that I have returned.
Business Response Refund was issues March 18th, 2014 via paypal.
Transaction ID: 7DSXXXXXGXXXXXXXU
Customer is aware of the refund.
We request ***** to check there paypal account and confirm that they have received the Payment.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint We have been unable to get a response from the company in regards to returning broken item for refund. On June 30, 2013 we placed an online order for a soft top for my son's jeep, order #*****. We received the top on about July 5th and when we went to put it on the top did not fit and the zipper was broken. My son called that day and submitted their online form for return and refund, we were told someone would contact us within 2 days. When we didn't hear from them we called again and was told the same thing. We have called them over 6 different times, emailed their customer service and left messages with warehouse manager but we haven't gotten any response. The soft top was item #******** for $343.95 billed to our credit card.
Desired Settlement We are wanting to return this item for full refund. Since this matter has taken so long we went through another company to get a new top.
Business' Initial Response We are currently working with the customer to resolve the issue. We already send the customer the Return Label to return the item back to the warehouse. According to the tracking number (FEDEX: ***************), it would not arrived to the warehouse until 8/27. We need until end of this week to give us time to inspect and provide refund.
We are asking for additional time until end of this week to resolve this issue.
Consumer's Final Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint I received an item dose not match the sellers description. I ordered Hood Hold Down with black Turnbuckles item #XXXXXXXXXXXX @ $ 156.90 with shipping . I got the Hood Downs but there is no black Turnbuckles . this is from there ebay store , they have no phone that leads to customer service , the phone number they have goes to voice mail only . So I left my phone number and the problem but there has been no return call its been a week now . My transaction # with them is XXXXXXXXXXXX made on July 7,2013.
I do not know how a company can have that type of rating and have no customer service to talk or e mail to. *** ******
Desired Settlement Please send my Black Turnbuckles that goes with the Hold Downs , That is how you advertise it . That is what I want
Consumer's Final Response Business sent missing parts from the order . Thank you for your help *** ******
Complaint On Jan.16 2015 I ordered a jeep fender thru their customer service phone line-received the fender Jan. 20 2015-defective On Jan.16 2015 I ordered a jeep fender thru their customer service phone line-received the fender Jan. 20 2015-defective Called 2 times on the1-21-15 they told me they would put a ticket in and send a RA-never happened called again on the 23rd of Jan. said the same thing would put a ticket in and someone would call back- emailed several times thru a friend got replies back from "Mo" saying he would call me- he finally called on the 23th of Jan. He said would send the RA ticket out today (23rd) and would have by the 27th of Jan.- 27th of Jan. no RA ticket in the mail- called on the 27th never answered their phones. My friend said she got RA ticket in her email so we printed it out and took it to Fed Ex. RA ticket finally came in the mail Jan. 30th. Fender was sent back to them on the 27th of Jan. they received it on 2-2-2015. They have still not refunded my money! Called 1-6-2015 told them I wanted my refund, they told me the refund would take a business cycle?? called again on 1-9-2015 the girl on the phone said the same thing would put a ticket number in and someone would call me within 2 hrs. NO CALL _NO REFUND!!! Keep getting the run around-this is terrible business!
Desired Settlement I WANT MY MONEY REFUNDED!!!! $366.95 This was returned 2-2-2015 and still NO REFUND!!
Business Response Return was inspected by the Return Department on 2/9/2015. No issues were find with the Fender. However, we still paid for return shipping and waived 30% restocking fee. 100% refund on processed on 2/24/2015. Mr ***** was notified via phone call on 2/24/2015. We request that this case be closed.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) THIS BUSINESS SHOULD BE CLOSED DOWN!!! HORRIBLE BUSINESS PRACTICES AND THEY LIE OVER AND OVER AGAIN!!
Complaint I ordered my part on December 1, 2014 it is now December 16th and I still have not received my product. I ordered my part a MORE dead pedal for a 2013 jeep wrangler on December 1, 2013. About 10 days later the payment stop pending and I did not receive any communication from them on the status of my order. I emailed them and it took 3 days to respond telling me the part was now in stock and they will ship it out ASAP. 3 days after that I asked if they had any more Info and it took another two days to get a response of sorry they didn't know what went wrong with shipping but it will be shipped out immediately. It is now 16 days past when I ordered my part and I have emailed requesting canceling my order and I still have not heard from them. They have not taken out the money for the item but I am concerned with ordering the part from a different supplier and then they pull the money out and try to send me the part. It was suppose to be a Christmas gift that I ordered in enough time to receive. I have tried calling the number listed during operation hours and it says sorry we are closed. My order number is *****, I would like confirmation of cancellation of my order so that I can attempt to reorder this gift from somewhere else.
Desired Settlement I would like them to cancel my order and send confirmation of this cancellation so that I can proceed to order this gift from somewhere else.
Business Response Package was delivered via UPS Ground Tracking Number: ****************** on 12/16/2014.
Delay in shipping was caused due to inventory issue. As soon as we had this item we stocked we shipped it to customer.
Complaint I placed an order on their web site on 1/22/2014 for JW Speaker 6145 fog lights priced at $174.95/pair. I was told that there was a price issue. I tried to place an order for the JW Speakers 6145 fog lights on their web site on January 22 priced at $174.95 for the pair(Exactly what web site had posted). I saw an excellent deal to purchase these, so I bought them. I waited for over a week with no tracking information or anything being posted. I called to inquire on the order and was told that I would receive a call within a 48 hour period. Still nothing after three days, so I called back again and was told the exact same thing. I finally had enough and posted a ****** dispute to see if I would get anywhere. I received an email message within an hour after my post stating that their was an error with the posting on their web site (Wrong Price) and they offered to send out a label to pick up my order. I explained that I never did receive the order and I noticed that the web site had now listed the pricing for just one fog lamp instead of the pair that was originally on their site. (Classic Bait & Switch). The good thing is I did get my money from ****** and I won't ever use this place again.
Desired Settlement I would like for the company to honor the original pricing that was originally posted on their web site from the original order. Even though I've been refunded by ******, I'll go ahead and pay for the original amount again because I would still like the order
Business Response *****, first of all we will like to apologize for the inconvenience. Initially we had thought that your order was shipped, therefore we offered to send you the return label. So you can return the product for a full refund. However later we notice that product was not shipped and 100% refund was issued.
There was a listing error for this product on our website. Although every effort is made to make sure all product information is accurate, we do miss a few every now and then. For this specific item once we realize there was a problem with the description we made the necessary correction.
To BBB Representative: Customer has been fully refunded. Please consider this case close from our end.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I am a supervisor for a company that deals in web orders on a daily basis. If we encounter problems where a price isn't correct due to a technical glitch or human error. If a customer places the order or phones in the order, we as a honorable company will honor the pricing, even if it was a mistake on our part. The excuse for believing that the order had been shipped, also wasn't truthful due to I called on two different occasions within a 6 day period to actually see on getting my tracking number and each time was told that I would receive a call with the status within a 48 hour period. Your company knew that you had made a major mistake and this was easier to just not ship the order and offer a return label knowing that you hadn't shipped the order anyways to make it look good from your side from a customer service stand point. I feel that you should still honor the price, stand by your web site like most other reputable companies would do.
Business Response Original Message From: "General Information" <****@shopjeepparts.com> To: ********** ****** <*****@atlanta.bbb.org> Sent: Thursday, July 24, 2014 11:12:30 AM Subject: Re: BBB Complaint # XXXXXXXX
Hello, we had refunded the customer. No other action can be taken from our side:
To BBB Representative: Customer has been fully refunded. Please consider this case close from our end.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) No, I don't find this acceptable. They should've honored the pricing, even if their employee made a mistake like they did. Most reputable businesses would do the right thing for their customer by honoring the mistake and build a customer service reputation.
Complaint **** Towel seat covers 2 sets(4) disintegrated or began to shred within a week Product_Or_Service: ****Towel Seat covers
Desired Settlement Total refund to **** card that was used.
Business Response We have received the complain. Checking with the manufacturer on the warranty replacement. Will update the case within next 24 hours.
Consumer Response seller agreed to replace 2 front towels,10 days later still nothing has been done!! his name is **,
Consumer Response seller agreed to replace 2 front towels,10 days later still nothing has been done!! his name is ***
Business Response ****** had purchased two pairs of "Seat Towel Pair Jeep Grille Logo Black". He had a problem with one of the Pairs where stitcing were coming apart on the towels. . These towels were covered under warranty, however we didn't had any in stock to send him a pair under warranty. Estimate ship date for the towels keeps changing due to problems on our supplier side.
At the end we gave him refund for one pair which he was having problems with. Refund was issued on 12/18/2013. Below are refund details:
Order Information Merchant: Z&W Off Road Inc. Description: Seat Towels Jeep Grille Logo Black(qty: 2) Invoice Number: XXXXX Customer ID: XXXXXX Billing Information ****** ****** ******* lancaster, South Carolina XXXXX United States ******@gmail.com XXX-XXX-XXXX Shipping Information *************************** lancaster, South Carolina XXXXX United States Total: US $54.95
Visa Date/Time: 18-Dec-2013 15:45:15 EST Transaction ID: XXXXXXXXXX
Complaint They refuse to answer my questions regarding why my order was withheld from shipping. I placed my order on the 27th of november. 9 days later I received an email from someone named **** stating that my order was being withheld from shipping due to some issue with my shipping address. I responded and asked what the problem was because I've never had a problem before. I waited most of the day and there was no reply so I called and spoke with some woman there and asked her what the problem was and she wouldn't tell me anything but' said that I would have too send an email and wait 24 to 48 hours for an answer. I explained to her that I really needed to speak with someone about this because I'm away from home and broken down and nine days have already passed' the four day holiday weekend and 4 business days. She didn't seem to care and turned a deaf ear and said that I couldn't speak with anyone. It was kind of likewell thats just the way it is cause'well just because. So I sent an email and waited a week and with no reply then I sent another and no reply. I asked specific questions in each of my emails and none were answered. my parts came in tonight 16 days later and still no reply. I want to know '1 What was the alleged issue with my shipping address? 2 Why did they wait 9 days to tell me about it? 3 Why do I have communicate thru email and wait 24 to 48 hours for a reply when the fact is' they will not reply at all? 4 Why can't the woman that I spoke with on the phone give me any information regarding my order or let me speak with someone who can help me? 5 Why are my questions still unanswered ? Just because my parts came in tonight doesn't mean that I don't need some answers. If I don't know what the problem was 'then I can't take any steps to keep it from happening again. They extracted money from my account and left me hanging out too dry is all I can figure' and there's nothing that I can do about it. Once they got their hands on the payment' they could care less about me ' my order or my hardship. This is the worst online purchase experience that I have ever had. A 16 day nightmare that I'll never forget. What happened too me shouldn't have happened too an animal. My only consolation is to get my jeep back on its feet and get it out of here back into storage where it belongs. So much for customer service hunh? What a joke! These people are insane.
Desired Settlement I just want answers. What happened too my order? How did it happen? What precautions can I take to prevent it from happening again? Why Have my questions been ignored for so long? Why can't I speak with someone about my order whe I call? Why was my shipping address a problem and now all of a sudden its not. why wasn't I notified of a problem until 9 days after the fact.
Business Response Customer complain is why shipping was delayed. Per our policies if customer shipping and billing address is different there will be delay in shipping since we have to do additional verification and require manager approval.
we apologize for the inconvenience, however we have to take extra precautions when shipping and billing addresses are different
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Really? A customer complain is why? What does that even mean? If holding back an order because of a shipping address that differs from the billing address is your policy 'then it should be disclosed on the order form because no'one else has a policy like that. Ive had orders from ******** 4wd.com'quadretec and a lot more and they don't have that policy. Why did you wait 9 days too tell me about it? is that your policy also. Why weren't any of my Emails answered when I tried to find out why? I sent 5 of them and none were answered' is that your policy as well? I called and was told that I couldn't speak too anyone about my order and that she couldn't tell me anything either'and said that I would have to ask any questions regarding my order thru Email and that it would be answered within 24 to 48 hours and none of them were ever answered. Is that also your policy? I couldn't help but notice that you didn't respond too the BBB either. Its a shame that I had to take it this far just too inquire about my order. Every bit of this could have been avoided if only someone would have answered my email or ' if that woman would have let me speak to someone when I called and begged her for help ' and then she told me a flat out lie about inquiring thru Email. YEAH YEAH! I KNOW' ITS PROBABLY YOUR POLICY. It should also be disclosed on the webpage that your company has no customer service dept. and that the phone number that you have listed on your webpage is only for taking new parts orders and not for customers who have questions about their existing orders. That way unsuspecting people like me won't get lured into a mess like the one that I had to go thru.
Final Business Response *****, first off all we will like to apologize to you for the inconvenience. We will also like to thank you for your patience and input regarding this matter. Moving forward we have asked our web team to make the following necessary changes. 1. They will add a section within our website policies page clearly explaining what should customer expect if the billing and shipping address is different. 2. If there is any delay, we will inform our customer within 24 hours so that they are better informed as far as the order status.
Once again please accept our sincere apology for the delay in shipping. Moving forward we are committed to making sure this will not happen again.
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