ComplaintsforCanada Wheels

• Initial Complaint

  26/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered tires on Sept 12th, 2024. they still not have been shipped. I've been getting the run around for weeks. I've missed appointments, work, dinners, I cannot leave in fear of missing this shipment (courier does not have distribution centre nearby and i live in an apartment)

  Business response

  27/09/2024

  Hello, we sincerely apologize for the inconvenience. We encountered an issue with the courier company regarding your order. However, your products were delivered on September 26th.

  *****************************************************************************************************************************************

  We are sorry for the delay,

  Regards,

  CanadaWheels

• Initial Complaint

  23/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought wheels to mount my summer tires on. Provide info on my vehicle and they provided 3 options. Even had an icon to tap showing the wheels on my vehicle. Made the purchase,they shipped the product. Pulled a rear wheel off to dry fit and they looked great, did not do the same to the front, I’m 70, mobility issues. Took them to a tire shop, they mounted my tires, but they would not fit on the front. Had the tires removed, wheel show no signs of damage, but Canada Wheels will not take them back or assume any responsibility for this problem. Say the rims are no longer new. Interestingly, they also sell tire and rim mounted options, am curios if they would not assume responsibility had I gone that route

  Business response

  24/02/2023

  Our fitment guarantee is based on the wheel specifications and the available vehicle data, and based on this information, the manufacturer did approve the fitment.
  
  
  However, we do acknowledge that there is room for error, which is why we require our customers to test fit their rims to both the front and rear of the vehicle prior to mounting. This is clearly communicated via the installation instructions that are sent following the order placement.
  
  
  We apologize that you are experiencing issues with the fitment; the rims had not been mounted, we could accept a return for a full refund based on the fitment error.
  
  Because the rims have been mounted, which is in violation of our return policy (CanadaWheels Return / Exchange policy) as well as the manufacturer's, and we cannot accept a return. 
  
  

  Customer response

  24/02/2023

  
  Complaint: 19457578
  
  I am rejecting this response because:if the manufacturer approved the fit, why don’t they absorb the cost for misinformation?

  I asked for rims that fit,gave all info on my vehicle, so why should I have to absorb the full cost for something that never would have worked?

  You are the wheel experts, my vehicle has not been modified in any way, so why should I accept that this is my fault!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  25/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Sir This is regarding the Canadian Wheels (***** ****** ***********).I did purchase wheels on 19th Oct 2022,I did place a request for the cancellation /Rteurn before the order was delivered through the online account and the same request was registered at very same time .The return /cancellation request was done as the wheel size sent by them was not recommended by the car company ***** (the details of the side door sticker and car VIN details were shared) .By that time the order was not delivered and it was in progress. After 2 days ,the wheels got delivered to my address.I called up the customer service that despite the request for cancellation, the order was delivered as the size they sent were not compatible with my car and they had deliver it despite the cancellation request . The agent informed me that 65 CAD plus the tax will be deducted from my refund .I fail to understand that when the product delivery was cancelled before it was delivered ,why did they deliver it and the charges were never mentioned on their website and moreover the size was inappropriate with my vehicle. I request you to kindly look into this and help me in getting the full refund. Regards ****** ***** I requested them for

  Business response

  28/10/2022

  Hi Team,
  The customer submitting this complaint placed an order on the 19th of October.
  (Customer’s order ID was shared by him on the *** complaint. This shows the date his
  order was submitted through our site)
  His order was then fully processed and prepared for shipment on the 20th of October.
  On Sunday, October 23rd, the customer submitted a Return Request on his order, looking to
  cancel the order entirely. Please note our offices are only open Monday-Friday, so we were
  closed when this came in. We reviewed the customer’s request on Monday (The first
  business day following his request over the weekend), but the order was already shipped out
  to our customer. We will not immediately share the tracking link in this response to protect
  customers identity, but a screencap of the tracking for your review shows the order has left
  our facility before the customer’s request to cancel, (see attached the tracking details).

  Please note we do not guarantee an order can be cancelled after it is placed, anywhere on
  our site.

  The customer claiming that the order was delivered despite cancelling is false, as the order
  was never confirmed to him as being cancelled.
  The customer then sent in an email request on the 24th of October requesting to return his
  order. He was informed that per our return policy, we only conduct free returns on cases
  where an item does not fit on the vehicle. In this case, the customer could return his order,
  but there would be a $65 + tax deduction from his refund for the cost of the return shipment.
  This quote is derived from our courier service.
  After this was sent, the customer then claimed that he needed 20” rims and not the 18” rims
  that he ordered. We advised him that 18” rims are a fitment for the vehicle on his order, and
  if he had any issues fitting the rims onto the vehicle to please let us know and we will look
  into that for him.
  He then claimed it was never mentioned on our website that he would need to pay shipping
  (this is also seen in his review).
  Our return policy is easily accessible on our site, and does outline that unless there is a
  fitment error with the vehicle, return shipping is at the cost of the customer. We then sent him
  the link to our return policy for his review.
  He then sent in an email stating that his vehicle was a 2022 ***** CX9 GL-S model, thus
  the 18” wheel options would not fit. We replied stating that that is not the vehicle he entered
  on the order. He entered a 2022 ***** CX9 GL model, not a GL-S. These are two different
  vehicles, and it is important to note that for the vehicle he entered on the order (GL), the 18”
  wheels he ordered are the OEM diameter. We invited him to share his VIN number as well
  as his door sticker showing his tire size so we could see if the wheels on his order would still
  work for his vehicle, as the vehicle he entered for us to fitment check on was different.
  Customer got back to us on this stating the issue was that he already had 20” tires, and thus
  the 18” wheels would not work, and that based on this we offer a free return. We replied
  stating that unfortunately there is no way for us to guarantee fitment to a customer’s
  preexisting tires, as we have no way of knowing what tire size a customer purchased from
  somewhere else. We can fitment check the wheels to the vehicle itself, but not to tires we did
  not supply.
  He then sent in his VIN number, showing that he has a GL-S model. He then called in to our
  sales line on the 26th requesting to speak to a manager, in which he again confirmed that
  the fitment error is a result of the fact he put in the wrong vehicle on the order.
  We replied to him via email, stating that after reviewing his case, and outlining the same
  facts presented here, we could not offer a free return. We did inform the customer that he
  can still return his order if he chooses to, but the shipping would need to be deducted from
  his refund.
  We have records of all communication saved for review if needed.

  Ultimately, the customer is upset and is requesting a free return because he attempted to
  cancel the order after it had left our facility, and his wheels will not fit the tires he bought
  somewhere else. Please note the customer entered incorrect vehicle data on his order, and
  thus there was no way for us to confirm fitment for the vehicle he actually has. Furthermore,
  we have no way of knowing what tire size a customer has if the tires are not purchased from
  us. The customer was sent exactly what he ordered. We would be happy to accept a return
  on this order, but we cannot absorb the shipping cost on an error that is not our fault,
  especially when the reason for this shipping cost is outlined in our return policy.

*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. ↩