ComplaintsforHubcapzone.com

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband ordered some wheelskins for my car but got the wrong ones. Tried calling them and emailed them several times to no avail, prior to shipping back. So we sent them back before the 5 days to avoid restocking fee. Paid $180 for them and I am out shipping cost of $47.80 to send back because that was our fault for getting Edge instead of Escape ones...I sent them UPS went to store had them tape, attach my letter in sleeve, weighed it while I watched and paid for shipping. When hubcapzone.com received the wheelskins back they said 2 of them were broken. So they only gave me $121.52 back. 20% of $180 is $36 so I should have received at least $144 back if they wanted restocking fee which is not right how it is worded on their website, but it was not our fault they were broken and I feel UPS is responsible in the way they handle packages. I am disgusted the way they do business and how they treat the consumer. I just don't want anyone else to get ripped off by them.

  Business response

  09/27/2022

  Hi,

  I have gone ahead and refunded the additional $22.48.

  Please make sure items are packaged well. If there is damage, we as the receiver are not able to file a claim with UPS. This would have to be done by the shipper. In this case the caps were broken and can not be resold so this comes out of our pocket. But I have gone ahead and credited back the additional $22.48.

  Thank you,

  ****.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/24/21, I ordered "2003-2019 Front pair Dodge Ram 5 hole liners for 17" wheel. #52106937AB" and was charged $149, as stated on the website, with free shipping. I received the items and they did not fit my vehicle. I followed their procedure by requesting a return, to which I paid $27.95 for to return to them. They did offer to exchange them for the correct item, but wanted me to pay for shipping and I did not want to risk having to return these items, that I did not opt for an exchange, but a full refund. On 10/28, I received a refund for $90.77. I inquired with the company why my return was not the full amount and Mark mentioned that the item had a restocking fee of 20% plus shipping. Their website states that items are "subject to a 20% restocking fee" but that does not mean there is a restocking fee for sure. The items were shipped back in their original packaging, the same way they were received. In addition, there was no mention in previous emails that I was subject to this fee and not going to get a full refund. They also deducted for their shipping, but the items had free shipping, so there is misleading information that there was a shipping charge for these items. So should I have to incur the restocking fee, my refund should have been $149-20% = $119.20 at the very minimum.

  Business response

  11/18/2021

  Amy order these hubcaps online.

  We have exact descriptions and details of what these fit.

  We even have details of what these do not fit and this is the truck she had but still ordered them.

  She had called and We offered to exchange them for the correct ones she needed. She declined this option.

  We let Her know she could send them back. We would always credit back based on our return policy which has a link on every one of our pages.

  I have copied the return policy below, which like I said, is linked on every single one of our pages.

  "All claims must be made within 5 days of receiving your item. We can not accept returns after 30 days from the day we ship your package. You must call us and get authorization on any returns. Any packages returned without prior authorization will not be accepted. Our cost of shipping is non-refundable and all returns are subject to a 20% restocking fee. All returns must be in the same condition as we shipped them. Any plastic, paper, etc we use to pack them must be used in the return. Don't just throw all the items together in the box. If they are shipped this way they will get scratched and damaged and we will deduct the cost of the damaged item from the refund. There are no returns on special orders. If you have any problems with your order please contact us."

  Customer response

  11/18/2021

   I am rejecting this response because:
  
  1. Since the process of this order and refund, the website has now been updated to reflect "Note: These do not fit the new 2019 and up 200mm bolt pattern wheels. " Found here: https://www.hubcapzone.com/8009fp.html 

  • If you view the details of the website you can see that it has been recently updated. 

  
  

  2. The website says FREE SHIPPING. So why do I not only have to pay return shipping, but then I am not refunded the correct amount of the item minus the 20% restocking fee? 

  • I paid $149.00 for the pair of 2003-2019 Front pair Dodge Ram 5 hole liners for 17" wheel. #52106937AB including free shipping.
  • I paid $27,95 to send the items back, which I am not expecting a refund for.
  • They refunded me $90.77. That does not equal $149 -20%, which should be $119.20.
  • 
    

  Regardless of the website and item description now changing, I understand I purchased the incorrect item based on what was initially posted, but the refund is not the correct amount. 

  Even with the 20% restocking fee, I did not receive the correct refund. I received $90.77. 

  
  

  I am owed a refund of $28.43.

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