Complaints

This profile includes complaints for ExtremeTerrain.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ExtremeTerrain.com

  600 Cedar Hollow Rd Paoli, PA 19301-1753

  
• 

  All Things Jeep

  20 Mill Street Suite 136 Pepperell, MA 01463

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Product 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.

  4-24-25 I contacted the wheel and tire team to let them know my order from the previous day was wrong I had been shopping for wheels and tires and found a set I like. I put in the order and processed the purchase with affirm as a lender because tires and wheels are pricey. I was looking over the order when I noticed the item description mention bronze I didn't see any bronze in picture. I went onto the manufacture website and realized the pictures advertised on the extreme terrain website was wrong. I informed the first ****** of this direction him to note it he said I had to pick new wheels and call customer care. I did talking to ***** not sure of spelling who told me she can only cancel and since I could be held to pay interest thru affirm I didn't want to do this she sent me back to another department who also played not my job game and sent me back I some how got ***** again after short conversation I spent about an hour on hold waiting seem times for 10 mixtures or more without her checking. I want this taken care of and a different set of wheels since the ones I wanted they don't have.

  Business Response

  Date: 04/30/2025

  To whom it may concern, 

   

  The consumer placed their order on 4/23/2025, the consumer reached out to Sales via phone on 4/23/2025 and we advised that the photo was incorrect on the website. We advised the consumer to pick out other wheels and we would cancel and swap if needed. The consumer then called customer service on 4/24/2025 and spoke to a customer service representative over the phone. The consumer wanted to speak with a supervisor due to previous conversation had with a different service representative. The customer service representative submitted a callback ticket for the consumer per their request and issued a voucher due to their experience. Consumer called again on 4/25/2025 and spoke to a different customer service representative who submitted the return authorization for the consumer. A service supervisor contacted the consumer on 4/29/2025 and the consumer agreed to keep the wheels received rather than returning them and the service supervisor issued the consumer a $100.00 voucher as appeasement. This matter is now resolved by Extreme Terrain. 

   

  Thank you, 

• Initial Complaint

  Date:04/07/2025

  Type:Product 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.

  Purchase of Sudewinder running boards. Installed less than a month ago have a chip and are rusting.I was offered a refund at the cost of me paying someone to uninstall them/i also paid for install. They will not pay to take them off. Steps are over 60 lbs. someone had to help me load them into a car to a shop that will have to happen again.Supervisor does not call back.I am willing to have the area sanded and primered myself cost but the company will not do that and just refund me And allow me to keep them on the wrangler.INSTEAD: ET is going to PAY to semd me a box, PAY to refund me, PAY to ship them back, and make me PAY to uninstall and reinstall another brand of steps? NONE of that makes any sense. We are not dealing with the return of a set of earrings, this is iveraized merchandise whick i am assuming ET is going to resell to another victim. I should of ******* the company MANY complaints Like mine.I want a refund and to just keep the steps or have ET pay all the above and for removal and i will ship them back.

  Business Response

  Date: 04/07/2025

  To whom it may concern, 

   

  The consumer purchased the Sidewinder Running Boards on 2/6/2025. The consumer reported rust on them on 4/5/2025. The consumer wanted her shop fees covered for installation and uninstallation this is against our Policy at Extreme Terrain. We reached out to consumer today with a resolution of a partial refund and replacement. Consumer declined and wanted partial refund and refund for the product. We agreed and this matter is being resolved. 

   

  Thank you.

• Initial Complaint

  Date:03/31/2025

  Type:Product 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.

  I purchased two items through the website order number *********** on March ******. Before my items arrived I took my vehicle to the dealership for a diagnostic to ensure the ordered part were the problem. Turns out the problem was different. When I got home I contacted Extreme Terrain to cancel the order. They told me that the items were shipped and that I needed to return them once received.Once received I took the items to the ***** store and shipped them back with the labels provided. I contacted them to inquire about my refund which they are denying to issue claiming that the boxes were empty.I provided pictures of the ***** receipt along with pictures taken of the boxes documenting their status when received and when shipped and they are still denying to issue a refund.They are questioning my integrity suggesting that I kept the parts. I even offered to have my vehicle inspected so they can see that these parts were never installed. I have not heard back from them and my card is still not credited.

  Business Response

  Date: 04/09/2025

  To whom it may concern, 

   

  The consumer placed their order on 3/4/2025. The consumer then requested cancellation on 3/7/2025 but the order had already shipped. On 3/11/2025 the consumer setup a return through our customer portal for both Supreme Front Lower Control Arm and Ball Joint Assembly, Passenger and Driver side. The consumer received two return labels to return both boxes to Extreme Terrain. We reached out to the consumer on 3/24/2025 advising that we had not received either item in our warehouse and the weight of the return tracking numbers did not match the weight of the original shipping tracking numbers through *** Ex. As of 4/9/2025 Extreme Terrain has confirmed receiving the Supreme Front Lower Arm and Ball Joint Assembly Driver Side only. We are missing hardware component's and the ball joint. Extreme Terrain has issued the consumer a refund for the return product in the amount of $157.55. We have still not received the Supreme Front Lower Control Arm and Ball Joint Assembly Passenger Side. Therefor this is resolved on our end The consumer is not owed a refund until the item is returned to our warehouse and received in.

   

  Thank you. 

  Customer Answer

  Date: 04/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23141341
  
  I am rejecting this response because: As you can see on the ***** receipt submitted I sent two packages not one. Also I utilized the labels provided and followed all instructions including dropping the packages at a ***** location. If they did not receive one of the packages it should be an issue between ***** and the business. Also, on the pictures submitted from my security system you can observe that when the packages were delivered to me they were in really bad condition (see the holes). I never opened the boxes and sent them in the same condition as I received them. Again an issue to be solved between ***** and Extreme Terrain. I request a full refund not a partial one.
  
  
  Regards,
  
  ***** *****-*********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/16/2025

  To Whom it may concern: 

  We sincerely apologize for the confusion and any inconvenience caused regarding this order. Upon further review, **** confirmed that a refund is indeed due to the customer. That refund will be processed today, April 16, 2025, and should reflect on the customers account within 35 business days, depending on their financial institution.

   We truly appreciate the customers patience and understanding as we work to resolve this matter.

  Thank you for contacting us.

  ****** *.

  Customer Service Supervisor

• Initial Complaint

  Date:03/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On 11/2/2024, I received a marketing email from Extreme Terrain. I replied requesting to be taken off their email distribution list. A **************** Associate responded stating that I can "... scroll to the bottom of any of our emails and click on the Unsubscribe from Exclusive Offers link located there." I responded explaining an "Unsubscribe from Exclusive Offers" did not exist and provided a screenshot of the email as evidence the unsubscribe link was not present. On 11/22/2024, I received another marketing email. I received the same response as above when I requested to be removed from their marketing distribution list.On 1/22/2025, I received another marketing email. I received the same response as above when I requested to be removed from their marketing distribution list.On 1/31/2025, I received an email from a **************** Associate stating, "I am sorry that you haven't seen the unsubscribe button on the email that you received." I replied asking them to point out the unsubscribe link at the bottom of the email since I just "haven't seen" it and provided a screenshot of the marketing email for them to reference.On 3/20/2025, I received, you guessed it, ANOTHER marketing email. After requesting to be removed from their distribution list, I received what appears to be their standard automated response stating, "Im sorry to hear that you wish to unsubscribe from our email list. To proceed, please scroll to the bottom of any of our emails and click on the Unsubscribe from Exclusive Offers link located there." I subsequently logged into my Extreme Terrain account in search of an option to unsubscribe from advertisement/marketing/promotional offers. That option does not appear to be available within the customer account page. I want ****************** to remove my email from their distribution list immediately and add an unsubscribe link to their marketing emails.

  Business Response

  Date: 03/31/2025

  To Whom It May Concern,

  We apologize for the difficulty in unsubscribing from our marketing materials. We have unsubscribed you in our system from these communications, this could take up to 48 hours to complete. If you continue to get these emails please reach back out to us and we will involve our internal IT team if necessary.

  Thank you for brining this to our attention.

  ****** *.

  Customer Service Supervisor. 

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this a tentative resolution pending the actions or inactions of the company.  If my email address has been removed from their marketing distribution list and no further marketing emails are sent within a reasonable amount of time, then, at that future time, I am willing to fully accept their resolution.  
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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.

  Transaction was place on 8 March 2025. I ordered an *** Deluxe Winch Front Bumper (********* Tacoma) Item # TT10547. The product is displayed on the website for having the bumper, mounting hardware and instructions. I received the bumper by the freight company, *** on 10 March 2025. I only received the bumper. It came without any mounting hardware and instructions. I pushed the issues through Extreme Terrain and got a response on 20 March 2025. They said that and I quote, " Thank you for contacting Extreme Terrain! I am sorry that you still haven't received an update regarding your request. Upon checking, your request for the missing hardware for the *** Deluxe Winch Front Bumper (***** Tacoma) has been received. Unfortunately, we do not have the missing hardware available to ship out. We apologize for any inconvenience. In reaching out to the manufacturer, this item does not come with hardware, the hardware is sold separately. We do apologize, we reviewed our product page, and we are in the process of making the needed updates. If you would like to purchase the fitment kit for this item, the manufacturer part number is arb6173362. If you would like, we can set up a return/exchange for the item, or we can issue you credit to source the hardware locally. In the event of a credit, we can reimburse up to $25 once we receive a copy of the hardware purchase receipt. Please contact us at your earliest convenience if you wish to proceed with a return/exchange or credit". END QUOTE. This item is a freight shipped item. It came by semi truck by *** to my address on a pallet and banded with wrapping around it. I cannot just take this item to ***** or *** to have shipped as a return. The company used false advertisement about including this hardware. It is special hardware. Not just nuts and bolts. It cost me $462.35 to get the correct mounting hardware kit. *** did not have it in stock. They told me to go through a 3rd party reseller, 4WD parts.

  Business Response

  Date: 03/31/2025

  To whom it may concern, 

   

  Consumer purchased the *** Deluxe Winch Front Bumper on 3/8/2025. Consumer reached out to customer service with ****************** on 3/12/2025 notifying us of the missing hardware. We reached out to the consumer with our policy offer of $25.00 reimbursement for sourcing the hardware locally since we nor the manufacture did not have any hardware to ship the consumer.  The consumer then reached back out to Extreme Terrain customer service on 3/20/2025 asking for the hardware refund of $462.35 for purchasing it through a 3rd party supplier. We declined consumers request, I reached out to the consumer today 3/31/2025 and left a voicemail advising that we do accept the refund amount of $462.35 and consumer was refunded on 3/31/2025 in that amount. 

   

  Thank you, 

  Customer Answer

  Date: 03/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23093957
  
  I am rejecting this response because:

  As you see in the attachments, $25 dollar would not cover the cost of what your company did not provide (which should have on your sales add). I will not be doing business with your company any longer due to the false advertisement I've encountered after 10 yeats of business with extreme terrain. I also commented on the product and my post was NOT posted due to your company not wanting others to see what I've delt with. Thanks foe being not outstanding. 
  
  
  Regards,
  
  ***** ***********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  The attached document contains details regarding my issue and screenshots from the website. Thank you.

  Business Response

  Date: 03/31/2025

  To whom it may concern, 

   

  The consumer placed their order on 3/18/2025, the fender flares they purchased on Extreme Terrain advertised in one section Steel and the item is actually made of plastic. Since his purchase the website has been corrected and now reflects plastic and consumer has started the return process, I attempted to make contact with consumer today on 3/31/2025 via phone but the call did not go through. I then emailed the consumer to inform them that the return is being pushed through and provided the timeframe of their refund once the product is in possession of the return carrier. I also issued the consumer an additional appeasement for the inconvenience. 

   

  Thank you 

• Initial Complaint

  Date:03/15/2025

  Type:Product 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.

  I purchased a set of 3-inch Nerfside Step Bars for my Jeep Wrangler Rubicon on August 30, 2024, for $372 from Extreme Terrain. However, within 5 months time, I noticed extensive rust spots on the side steps. Despite the Jeep being garaged, I contacted Extreme Terrain on March 15, 2025 to discuss a resolution and they advised theres no warranty and they are unable to rectify their sale of a faulty product. Due to the faulty product I believe I should be provided a full refund or a replacement pair of the side steps.

  Business Response

  Date: 03/24/2025

  To whom it may concern, 

  The consumer placed their original order on August 30th, 2024. At the time of the order, the consumer was offered a warranty, which they declined to purchase. The consumer contacted us on March 11th 2025 asking how to repair scrapes on the bars. Then, the consumer contacted us on March 15th 2025, inquiring about a warranty on the nerf bars. The consumer was advised there is no manufacturer warranty, so we are unable to replace the set. Due to there being no manufacturer warranty we are unable to offer any replacement or refund at this time. 

   

  Thank you. 

  Customer Answer

  Date: 03/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23071530
  
  I am rejecting this response because:  Thank you for taking the time for you to respond

  I am rejecting this response because the issue is not related to the phone call regarding scrapes. The primary concern is that the product is exhibiting extensive rust on both sides within just five to six months of ownership. The fact that the company does not stand behind its product and continues to sell a defective item without any warranty is unacceptable.
  
  
  Furthermore, during my call on March 15, the company stated that no warranty is available. How can a warranty claim be denied when no warranty exists?
  
  
  I appreciate your time and attention to this matter and look forward to your response.
  
  
  Best regards,
  ******* *****
  
  
  

  Business Response

  Date: 04/03/2025

  To whom it may concern, 

   

  The consumer was made aware of our 30 day return policy and that this item does not come with a warranty coverage. At the time of purchase consumer is offered to purchase an extended warranty for products that do not have a manufacture warranty like the Side Step Bars that they purchased but the consumer declined. We have issued the consumer a $40.00 voucher to use on their next purchase online or over the phone as an appeasement. We are unable to accept the return of the 3-Inch Nerf Drop Side Step Bars. 

   

  Thank you. 

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair 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.

  My wife had ordered this product two Christmases ago, I did not have a use for it being that I did not have a locking tailgate at the time. Product sat on a shelf in the box untouched up until recently when I took it out of the box to put on my vehicle, one over everything box was fine The product was actually working and in good shape, and when my wife and I installed the tonneau cover after watching a video from extreme terrain off of ******* on how to install, I had noticed that there was something wrong with the tonneau cover and that a hinge had snapped. The hinge is made out of some type of metal and it literally pulled apart under the weight of one fold of the tonneau cover. We did not do anything out of the ordinary to cause this. When we called the company to see about warranties which this thing has a 3-year warranty on it and we are maybe about 2 years into the warranty, the customer service said that it's not covered under warranty through them, they tried to blame the shipping company and put it under that and they're 30-day parts and manufacturer warranty. like I said the tonneau cover was in good shape and everything was working out of the box until we tried to install it and this problem happened. **************** also stated that they would call my wife back to discuss the warranty claims if they're going to even give us one, and they have not returned a call. We have talked to this company twice and it has been the same both times they are not honoring the warranty which I and my wife believe they should.

  Business Response

  Date: 04/01/2025

  To whom it may concern, 

   

  We where unable to locate account information for the consumer, I have reached out to the consumer on 3/31/2025 asking for order details to look into this and attempt to address the consumer's concerns. Waiting on the consumers response. 

   

  Thank you 

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I ordered an open-box ************** Revolver X4S Roll-Up Tonneau Cover for my 2024 ****** Tundra from ExtremeTerrain.com on 2/24/25 for $852.47, plus $46.89 in tax, totaling $899.36. On 3/5/25, I received the wrong itema set of Jeep Rocker Steps. Extreme Terrain admitted their mistake but told me the open-box cover was no longer available, forcing me to either go without or pay $1,479 for a new ****** make matters worse, I now have to miss work to return the incorrect item because they require me to be home for a four-hour pickup window. Their only offer of compensation was $150 off a new cover, which doesnt even cover the wages I lose by taking time off. Meanwhile, Im left without the product I originally purchased and expected to pay significantly more due to their mistake.I expected Extreme Terrain to honor my original deal or at least provide a fair discount closer to what I originally paid. Instead, Ive been inconvenienced, left without my purchase, and offered an inadequate resolution. I would like them to make this right with a reasonable discount on a new cover or deliver the open box that I originally bought with a money off for dealing with their mistake.

  Business Response

  Date: 03/10/2025

  
  To Whom it May Concern,
  
  We sincerely apologize for this situation and any inconvenience it has caused. We understand that the offered resolution of a $150 discount on a new tonneau cover does not fully align with your expectations, and we appreciate your perspective.
  Unfortunately, we are unable to provide a $450 discount, and the correct open-box product is no longer available for shipment. However, in addition to the $150 discount on a new, in-box tonneau cover, we have also issued a $100 voucher to your account. This voucher is valid for three months and can be applied toward future purchases, including the tonneau cover.

  
  We regret that we were unable to fully meet your request, but we appreciate your understanding.

  Please let us know if there is anything else we can assist you with.

  ****** Z

  Customer Service Supervisor 

  Customer Answer

  Date: 03/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Product 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.

  I paced an order from extreme terrain where I ordered their yellow oracle triple LED fog lights. I got them and installed them on my vehicle which was a time consuming process. Once installed, I turned on the lights and saw that they were the white lights and not the yellow lights that I ordered. I reached out to extreme terrain support letting them know that I had received the wrong part and attached images of the white lights. The customer service person that I was talking to, then attempted to tell me that those were the yellow lights despite the picture clearly indicating they were yellow. After some back and forth they realized that they did in fact send me the wrong part. I let them know that it had been installed already and I was not interested in getting a replacement part because I did not want to have to uninstall the lights and install another set. Completely disregarding my wishes, they sent me another set without me asking or ordering it. I emailed them again letting them know that I did not want this part to which they responded that it was too late to cancel the order despite the fact that I had clearly stated multiple times I was not interested in a replacement. I received the replacement which also turned out to be the wrong part so I ended up giving it away for free since there wasnt mention of them charging me for the replacement. Months later, I have now been charged for both parts (one part that was the wrong part and the other part that I never ordered and explicitly said I did not want)

  Business Response

  Date: 02/17/2025

  To Whom it May Concern,

  We sincerely apologize for the inconvenience caused by the incorrect lights being sent. Additionally, we regret any miscommunication regarding your request for store credit, as we see that a replacement was sent instead.

  To clarify, only one set of lights was originally purchased, but two were shipped, which resulted in an additional charge. A refund for this charge can only be processed once one set of lights is returned. If a return is not possible, we are unable to issue a full refund. Our process requires a return in order to issue a refund, and there was no indication that the additional set could be kept without charge.

  While we are unable to provide a full refund for the additional set that was retained, we recognize the frustration this situation may have caused. To apologize for this situation, we have issued a partial refund of 30% for the additional lights. We appreciate your understanding and apologize again for any inconvenience.

  Thank you for contacting us.

  ****** Z

  Customer Service Supervisor

  Customer Answer

  Date: 02/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22902777
  
  I am rejecting this response because: I am sure that if you are able to issue me the 30% partial refund, you are able to issue a full refund. It is also not legal for you to send me an item or merchandise that I did not order and then require me to pay for it which you did by charging my card without any consent. I also have no legal obligation to return the item in order to get the full refund. Your processes are clearly flawed if you are truly unable to follow the law. 

  
  
  Regards,
  
  ******* ******