Complaints

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• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on ***** -22 i purchased some rims and tires from wheel hero . The transaction portion turned into a disaster as i was asked to use amazon pay since was being delivered to a shop instead of billing address. I was never given chance to confirm order before purchase submitted. I was trying to see a delivery date before purchasing . I needed the wheels and tires to be delivered before Thanksgiving , because the car was headed to ***** the day after. I called to cancel order within 2 minutes of purchase and was told i would have to pay a restocking fee to cancel. So i explained i needed order to be there by 11-23-22 and the order would work. So guy that was helping me stated he could change order and promise wheels would be in Kentucky 11-21-22. So on 11-21-22 2 tires showed up . Then on 11-22-22 2 more tires showed up. Then come 11-25-22 nothing else showed up and i had to head back to *****. I called Wheel Hero on 11-28-22 because talking to ***** on the customer support email was a joke they didn't care what i had to say. I talked to a guy that stated they would look into why i still hadn't received wheels . This went on for 3 more days and still no wheels. So finally i got someone to see i needed wheels and i explained that i'm now in ***** and asked if they could be shipped there instead as well as give me a shipping label to get the tires that got shipped to ******** shipped to ***** . Once again they agreed and would make things right. Now i have received wheels in ***** and no tires being shipped to ***** . I would not recommend anyone using this company as they don't care about customer service.

  Business Response

  Date: 12/06/2022

  Customer initially ordered *********************** and tires in which he requested to change the payment well after the order was processed , customer then requested to have the *********************** and tires shipped and received prior to Thanksgiving as the customer was instructed this would not be possible as he just placed the order as it usually takes 3-4 business days for wheel and tire packages to ship plus the travel time to the customers destination would have been impossible . Customer was then given the option to have all the wheel and tire drop shipped without the mounting services done as the customer would be responsible for this service . All wheels and tires were shipped as then the customer stated he received the tires but no rims , after further investigation the wheels were shipped back to the manufacturer as they were initially in route to the customers residence . Customer then stated he was in a different state and needed the wheels and tires shipped to a different state . Wheel Hero then shipped the wheels to a different state as the customer received the items . The customer then stated after he received the tires to please reship tires to another state in which this was not possible . We clearly assisted this customer and his request beyond necessary as we would not be responsible for the tires already delivered to his residence from his initial requested delivery address .   

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18530077
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/08/2022

  Yes ma'am,  i sent a bunch of emails to you as i cant figure out how to attach emails. But i only asked for rims to be delivered to ***** , was because they screwed up order in ********.  I was promised verbally on phone with ***** that they would give me a shipping label to have tires sent to *****. Apparently this is how customer service works tell me what i wanna hear and never do it. I guess i will pay out of my pocket to make this right. I could've ********* and rims in ***** much cheaper if i knew i was gonna have to wait.  I was nervous to drive vehicle that far without new tires. 

  Business Response

  Date: 12/08/2022

  Wheel Hero was only responsible to shipping the wheels and tires to the first address on the order , as we take no responsibility on re-shipping tires that were delivered already to another state . The customer would be responsible for this in this regard . If the customer wants the tires that were delivered to ******** and then to ship to ***** he is solely responsible for this . Unfortunately we cannot offer the services the customer is demanding .