ComplaintsforVivid Racing

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order late Saturday night and cancelled it early Sunday. Received an email asking to confirm my cancellation at 11AM Monday in which I confirmed I wanted to cancel. I received confirmation that my order had shipped Tuesday and the reason being the order had already shipped even though *** shows the label wasn't printed until 3PM and the package was not picked up until 8PM. I now will possibly have to pay restocking fees and shipping fees to send the product back. Overall a bad experience and I will actively try to avoid Vivid Racing for any future purchases and will try and dissuade anyone from purchasing from Vivid

  Business response

  02/07/2024

  While we are sorry to hear this, cancellations are not guaranteed for ready to ship items. We can have our returns team look into this if a return form was submitted. 

  Customer response

  02/07/2024

  Ill go ahead and submit a return request, but I was told that return shipping fees would apply if I choose to return or deny the package and according to your own return policy I will incur a $10 fee for any return, and potentially a 25% restocking fee which is ridiculous for an item that I cancelled 14 hours after ordering. Im fine with shipping the items back, but having to pay return shipping and potential fees on top of that just feels scammy and according to several posts in the car community across several forums you guys have been guilty of this before.

  Business response

  02/08/2024

  Hello

   

  We do list our returns policy, restock fees are common within the industry. We apologize for the inconvenience as restock fees are based upon vendor/manufacturer discretion. 

   

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

  Customer response

  02/13/2024

  Your cancellation policy doesnt say anything about an item cancellation possibly not being accepted. I don't think its fair to me to have to pay 195 dollars in order to return an item that was cancelled promptly after ordering due to your companies failure to communicate that with your vendors. I did my part and I should not have to pay for the failure of you to do yours. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase for custom wheels. They sent the partial order out didn't tell me or the company who they belonged. Got an attorney involved. Long story short. They sent it out which we didn't find out about until six months later to a company that I requested they not deliver too after finding out that they were uncomfortable receiving car tires because they are a truck tire shop. In addition, I then sent them a copy of the invoice clearly showing it was an incomplete order. The Rob person whose been speaking for them says it's complete then stop talking to the attorney.

  Business response

  02/14/2024

  Hello

  *** is one of our owners, if an attorney was involved, these issues would be addressed with them on the matter. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/5/2023 I order a wheel from *********************** at Vivid Racing. I received the on December 15 and had the wheel installed on December 20th. After mounting and balancing the tire the wheel would not fit as the bolt pattern was incorrect for my car and put my tire back on my old wheel. I was charged $64 for this. I immediately called *********************** and Vivid Racing. I eventually received the correct wheel and I have repeatedly asked to be reimbursed the amount I paid to have the incorrect wheel I was sent installed. I sent ****** and Vivid racing the receipt, but they have not responded. I would like to be reimbursed for the $64 I spent installing the incorrect wheel I was sent by Vivid Racing.

  Business response

  02/06/2024

  Hello

  We do not reimbursed any labor cost on orders. ********************************************************************

  Customer response

  02/06/2024

  I was sent the incorrect part with no explanation or apology. There was no way to know the part was incorrect until there was an attempt to install. How are you not liable for your mistake? 

   

   

   

   

   

  Business response

  02/07/2024

  Hello

  While we understand if the incorrect wheel was sent, it is not on us for your shop to attempt a mock fitment to confirm it would fit before attempting installation with balancing and tires. 

   

   

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On the 13/12/23, after a call with Mr. ************************* from vividracing.com I agreed on the payment of USD ****** for AWE ************************** Audi B8 S5 4.2L 2008-2012. According to **************** should have been shipped around 7th January ****.On the 28/12/2023, after asking for an update, Ive received an email in which the new estimated time changed to 17/01/****. On the 09/01/24 I have asked an update to confirm the previously mentioned shipping date. I got a generic reply.On the 11/01/24 I got an email saying that I will get the tracking number soon.On the 18/01/24 Ive sent an email complaining that the mentioned shipping date was already passed and still havent even received a tracking number. NO REPLY! On the 19/01/24, *** sent another email asking for clarification, if the item will be shipped or not. Again, NO REPLY!On the 25/01/24, Ive sent another email for a clear update or otherwise initiate the refund. Again, NO REPLY!!! The same day, (25/01/24) Ive called the call center in *** asking for an update, I was not able to speak with **************** but the person on the phone told me that an updated shipping date has changed again to middle of April. Therefore, I informed him to cancel the order. After that *** sent an email to **************** asking to cancel the order. Again, NO REPLY!!! On the 27/01/24, *** sent another email to the customer service to also inform about the cancellation, although the call center previously informed me that only **************** was authorized to cancel the order as he was the agent in charge of my order. On the 29/01/24, they replied to the previous email to inform me that they will reach **************** for the cancellation. Since then, Im not able to contact them and I havent received anything and especially no cancellation email and no refund, Ive been trying to cancel the order since 25th of January **** without success.

  Business response

  02/06/2024

  Hello

  ** are sorry to hear of this, we do show the several attempts made to get ahold of the sales rep. *** your  request we will cancel the order and also look into this matter with the sales rep. ** apologize for the negative experience. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Christmas gift item from Vivid Racing early in Dec-They Promised delivery around Dec. 15th. VR sent me two emails, the latest one dated Dec 1st, notifying me that the item was backordered until March/April. I followed their instructions for cancelling the order based on the info they sent me. The item was sent anyway and was sent after I cancelled. I asked the company to refund my shipping fees and send me a prepaid return label so I could return the item.They said no to both and also charged me a re-stocking fee. If I returned the unused, unopened item to them for resale, I would also be paying them app. $80 in fees for what was their error. I have documentation to support everything I just stated to you. Customer Service was AWFUL. What I asked for seems entirely fair and reasonable to me. Thank you.

  Business response

  12/26/2023

  Hello, 

   

  ETA's provided are based on what the vendors and manufacturers provide us with information wise. We are sorry to hear about this however per our return policy, all returns are subject to a restock fee. 

  More Information can be found here: 

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

  Customer response

  12/26/2023

  There is no message from Vivid Racing. Only the following-

  Helllo,

  Nothing else. I tried to capture screen shot for you. 

  Business response

  12/27/2023

  If understand correctly, this is the rest of the response copied below. 

   

  Hello, 
  
  ETA's provided are based on what the vendors and manufacturers provide us with information wise. We are sorry to hear about this however per our return policy, all returns are subject to a restock fee. 
  More Information can be found here: 
  *********************************************************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday December 14 I place and order with vivid racing for a cup holder order # *******, on the 18 of December I contacted the company by phone, email, and live chat about receiving an update for shipping. Today is 20 December and I havent heard anything back. The item said in stock at the time of purchase and it was supposed to be a Christmas gift, which was ordered with plenty of time to receive it by the 25th.

  Business response

  12/20/2023

  Hello

   

  We have reached out to the manufacturer and are pending a reply, because of the time sensitivity on this being a christmas gift. We recommend submitting a cancellation request to our customer service team. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  oct 19 order #****** was accidentally placed immediately after ordering contact was made with call center to cancel order. 5-6 attempts calling in every day to cancel order. was told don't worry be happy your order is cancelled. after days and days finally demanded an email confirmation of cancelation. then received email the product was shipped from manufacturer, and it was too late. call center isn't located in ************************* people do not speak English which is the core problem. RMA was finally processed but still to date no refund. i believe the whole cancelation process and return is a trap to insure people do not get their money back. vivid purposely drug their feet to insure they keep at least a % of profit which in turn is really just theft. Vivid is not operating In ***************** yet advertises themselves as a local business in *******. continued slow empty promises of a refund and unable to communicate on the phone.

  Business response

  11/28/2023

  Hello

   

  Our returns team is awaiting a response to confirm you have returned the order as we do not have tracking listed. We also see multiply chargebacks filed which does delay the refund as we must communicate with your bank after you filed a charge back day the order was delivered as the cancellation request was submitted the same day as shipped.  Please provide the returns agent you are working with the return tracking number so can confirm it. 

  Customer response

  11/29/2023

  this response is consumed with lies. attempts were made to immediately cancel order and not just once but continuous multiple times with no documentation, no email confirmation until finally after 6-7 calls and pushing a email confirmation. this company has a disconnect from their call center in ***** to their business in *******. through continued litigation this has become apparently purposeful. almost every single time everyone needed to talk to is always out to lunch no manner the hour or time of day, & always told to call back in an hour.   purposely designed for 0 customer contact. just look at their ****** reviews, people spending a year trying to get their $ back. now looking into perusing action with ****************, the local sheriff ****** if this isn't resolved this week.  HSP the manufacture is considering pulling all its products from vivid racing after several of our conversations. 

  Customer response

  11/29/2023

  this response is consumed with lies. attempts were made to immediately cancel order and not just once but continuous multiple times with no documentation, no email confirmation until finally after 6-7 calls and pushing a email confirmation. this company has a disconnect from their call center in ***** to their business in *******. through continued litigation this has become apparently purposeful. almost every single time everyone needed to talk to is always out to lunch no manner the hour or time of day, & always told to call back in an hour.   purposely designed for 0 customer contact. just look at their ****** reviews, people spending a year trying to get their $ back. now looking into perusing action with ****************, the local sheriff ****** if this isn't resolved this week.  HSP the manufacture is considering pulling all its products from vivid racing after several of our converstions. 

  Business response

  11/30/2023

  Hello

  We stand by the last response, you are more then welcome to do what you think is necessary. We simply just need to confirm the return tracking if it has not done so so we can issue the credit.  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 2pc Spec-D 19" x 18" Tensile Mild Steel Racing Seat Mounting Brackets for my Mustang from VividRacing on November 4th. I paid them a total of $119.85. VividRacing promised a link would be sent to track my order. They never sent it. They asked did I received my order on November 18th. I said no. No response from VividRacing regarding my answer. I emailed them and requested customer support. Still no response. My order number is #******* and I want my money back as soon as possible.

  Business response

  11/28/2023

  Hello, 

   

  We see the cancellation request has came in Sunday evening, we apologize for the delays and will submit a cancellation request. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a tune product for my ktm 790 adventure in good faith in November of 2021. For ****** dollars. When I finally got to install the tune (October 2023 due to surgery) to my surprise there wasn't one. When contacting them ****** looked up the tune he stated that they don't have one but assured me it would be taking care of and that ***** would be contacting me soon. No word from them. Now all I get is the runaround phone transfer. I'm a disabled veteran. I NEVER received what I paid for. Bait and switch. Now I'm out ****** and no tune for my bike. They have never contacted me.

  Business response

  11/21/2023

  Hello

  We have spoken over email and have referred to our tuning department. We apologize for the inconvenience and are looking into this, the Tune is a tune we no longer offer as this was one sold in 2021. 

  Customer response

  11/21/2023

  this is what they have said in the past. But they haven't called me to resolve this issue. Why would you sell a tune that you won't support in the future. Can you or will you do the tune.

  Business response

  11/27/2023

  Hello

   

  Our tuner has stated they have reached out on this to get this resolved. 

  Customer response

  12/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

  Customer response

  03/21/2024

  Problem:
  This is a continued complaint filed earlier late last year. With your help I thought we had come to an agreement with the company in question. I did send the unit back for the software load for my ktm790 adventure. I haven't received it back nor can I get any answers from the company since then. Now they have my unit and I have nothing.

  Business response

  03/21/2024

  Hello

  We will look into this and have the tuning department follow up. We do show we requested a ECU to be sent back to us and received a tool in place. 

  Customer response

  03/28/2024

  I returned the *** in the original packaging.  I have a receipt from *** with a date and signature.  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is our second order with Vivid Racing. We used a debit card that was solely used for these online orders and nothing else. Both times, exactly 3 days after our purchase the cards were hacked and all kinds of international charges attempted to go through. Both times the bank traced it back to Vivid Racing's online payment processing. We have contacted them about this matter and have received no response at all. We have had to order new cards twice now and have had over $900 worth of fraudulent charges try and clear our account in total between the two incidents. The charges put a temporary payment hold on our account multiple times now and have rendered the account inactive for a total of over 10 full business days. At the very least we should be refunded for this latest order.

  Business response

  11/14/2023

  Hello

   

  We apologize to hear that this happen, however we are showing your order shipped.  If you did not receive the entire order, please email our customer service at ****************************************** as the last email we ever received was August. 

   

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

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

   

  Customer response

  11/14/2023

  They still did not address the issue of the hacking of the credit card.  They keep ignoring that fact.  And the order they are mentioning is the wrong one LOL.  This business is a joke and their payment processing company hacks people's credit cards.  Not once have they apologized directly related to the hacking issues.

  Business response

  11/15/2023

  Hello

   

  Please provide the order # as we are going off the email we are showing. As for the credit info leak, this has been brought up our our internal team as we have changed our credit processor recently. 

   

  Again, Please contact customer service for any questions on cancellation of a order. 

*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. ↩