Complaint against a vendor
02-09-2011, 10:05 AM
#1
New Member
Thread Starter
iTrader: (4)
Join Date: Jan 2010
Location: Akron, OH
Posts: 892
Likes: 0
Received 0 Likes
on
0 Posts
Complaint against a vendor
So I was shopping around for lugs to go with my new set of rims. Knowing next to nothing about them, I contacted Vendor X on this site in order to help me select them.
I wanted a set of black ones, so I inquired about those. After asking several times if the paint coming off would be an issue, I was assured it would not be and I ordered. Without this reassurance I wouldn’t have ordered them in the first place.
When I received them I noted that they were jumbled in the bottom as opposed to neatly organized in the container, but that’s not really a big deal. My major complaint is that *with my hands* I twisted a lug and the key in a similar fashion to how it would be stressed when installing it on the car and some of the paint was removed.
I contacted Vendor X and expressed my issues with the product and they advised me to just send it back. I sent it back two weeks ago and contacted them yesterday regarding my refund and they promptly (within 10 minutes) responded and sent refunded me $54.40 of the $69 I paid for the product. This made me feel that they were simply waiting to see if I remembered that I was supposed to be refunded.
When I inquired as to why a partial refund, I was informed that there is a $5 non-refundable shipping fee along with a 15% restocking fee. I do understand that in most cases this is necessary to prevent companies from losing money with customers wanting refunds, but I don’t think this is one of those cases.
Vendor X wants me to pay for their cost of shipping along with their restocking fee on top of what it cost to send the product back to them when their lies about the product put me in this position in the first place.
I informed them that I would be posting this now and adding their name and filing with Paypal later tonight should they continue to refuse what I view to be a reasonable request.
This is obviously not about the $20 or so I've lost in this transaction...this is about a company lying to make a sale and expecting no consequences.
I wanted a set of black ones, so I inquired about those. After asking several times if the paint coming off would be an issue, I was assured it would not be and I ordered. Without this reassurance I wouldn’t have ordered them in the first place.
When I received them I noted that they were jumbled in the bottom as opposed to neatly organized in the container, but that’s not really a big deal. My major complaint is that *with my hands* I twisted a lug and the key in a similar fashion to how it would be stressed when installing it on the car and some of the paint was removed.
I contacted Vendor X and expressed my issues with the product and they advised me to just send it back. I sent it back two weeks ago and contacted them yesterday regarding my refund and they promptly (within 10 minutes) responded and sent refunded me $54.40 of the $69 I paid for the product. This made me feel that they were simply waiting to see if I remembered that I was supposed to be refunded.
When I inquired as to why a partial refund, I was informed that there is a $5 non-refundable shipping fee along with a 15% restocking fee. I do understand that in most cases this is necessary to prevent companies from losing money with customers wanting refunds, but I don’t think this is one of those cases.
Vendor X wants me to pay for their cost of shipping along with their restocking fee on top of what it cost to send the product back to them when their lies about the product put me in this position in the first place.
I informed them that I would be posting this now and adding their name and filing with Paypal later tonight should they continue to refuse what I view to be a reasonable request.
This is obviously not about the $20 or so I've lost in this transaction...this is about a company lying to make a sale and expecting no consequences.
02-09-2011, 11:04 AM
#4
New Member
Thread Starter
iTrader: (4)
Join Date: Jan 2010
Location: Akron, OH
Posts: 892
Likes: 0
Received 0 Likes
on
0 Posts
Your requests are entirely unreasonable. You seem to have this relentless aggressive towards getting your way, though the source of the problem really wasn't ours to begin with.
The waste of time I have to put forth in effort to reply to this, along with every other PM you'd made in the last 2 weeks, is not worth the $15.00-$20.00 we've saved to resell as a USED item. If the packaging wasn't butchered and the lugs weren't COVERED in grease, we'd be more opposed to refunding this as an new-order cancellation.
Per your original request of having a colored cast mold of a lug is ridiculous. This isn't made by any manufacturer. In my 10 years of being in this industry I've never had such a request. If you want quality control, spend more money on better items. Though we've never seen, out of the HUNDREDS of SR-series lugs sold, a person complain over the paint chipping, we decided to cancel your order and provide you with a refund. Honestly this is something we never do for such an order, but I did what I could to help.
I'm not sure what else I can do... Your blackmail is tempting, as that's what this while dilemma is over- you threatening a slanderous report on the internet, along with a 'chargeback' of your additional $15.00 dollars; We get to decide whether or not we want to engage in your benefit of this malicious act, or take the ladder and keep that $15.00 in hopes to resell trashed goods you've returned. Retail is too predictable in these days as I know the reaction points in all areas of this scenario. You aren't the first to react in such a manner, regardless of how tainted you feel our service to be, or how flawless and upholding our supporting clientele remains. It all comes down to paperwork.
company should you choose not to resolve them. I am well aware I am not the first to react this way; I am sure there are other people out there who are tired of being lied to as well. If I felt that posting this would ruin your business, I would have to say I would side with you in implying my insanity. However, my only goal is to inform the public of the issues I've experienced with your company since you refuse to make efforts to resolve them.
The only problem that I really have with this clever passage (linked above), is the part where we lied? Can you please, in a direct manner free of any bias, show me where it was? You ordered a product that we didn't produce, you're standards weren't met (as they are seemingly too high), you said paint chipped off (which we couldn't find any absence of paint), and we accommodated you with a refund after the goods were accepted upon delivery. Where is this lie?
02-09-2011, 11:48 AM
#7
New Member
Thread Starter
iTrader: (4)
Join Date: Jan 2010
Location: Akron, OH
Posts: 892
Likes: 0
Received 0 Likes
on
0 Posts
The vendor has informed me that they will be posting up a response soon with pictures. So you'll get your name soon enough 
I said I would wait until tonight, so I am keeping with that. Keep in mind pictures won't do much as I explained in a previous pm to the vendor:
Edit:
Basically: because I was doing them a favor in not destroying the lug nut, they will use that against me. Do also note that even though the vendor stated that this so far was not worth their time, they are taking even more time to disprove my claim.
Edit 2:
They have also chosen to refund the remainder of my claim, so if they post that is their own choice.
I said I would wait until tonight, so I am keeping with that. Keep in mind pictures won't do much as I explained in a previous pm to the vendor:
They were taken out and rearranged in the box *better* than I received them. They weren't even in their holes when I got them, but they are now. Other than the one I tested, none have even seen the key. I can't send pics of the paint coming off because I made the mark hard to see so they can be resold easily. They will need new packaging, but that's it. In short, the lugs are in the same condition they were sent to me; you won't even be able to tell which one I tested(cuz I can't).
Basically: because I was doing them a favor in not destroying the lug nut, they will use that against me. Do also note that even though the vendor stated that this so far was not worth their time, they are taking even more time to disprove my claim.
Edit 2:
They have also chosen to refund the remainder of my claim, so if they post that is their own choice.
Last edited by drivessidewayz; 02-09-2011 at 11:55 AM.
Trending Topics
Thread
Thread Starter
Forum
Replies
Last Post
Workshop12
Exterior & Interior
256
03-23-2020 01:45 PM
