ComplaintsforCustoarmor

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***SEE ATTACHED DOCUMENT***

  Business response

  12/27/2021

  To whom may this concern, This order was placed on 8/3/2021 with the order number of #HS193280. The order was for a 2021 Tesla Model 3 and customer ordered the 5 seats set plus matching trunk mat. Due to the nature of our products, we will always confirm all order details prior to production. Our order desk will reach out via Text message requesting actual images of the ordered vehicle. (Exihibit A) **************** responded on 8/4 with pictures of his Tesla Model 3. We then proceed to production, the order was finished and shipped on 8/9/2021. Tracking info was sent to customer's email on 8/12/2021. The shipment was received and signed by **************** on 9/4/2021. During this whole time we have not received any cancellation requests. We can point out the mis-information submitted since **************** stated that he received a call which we do not do. Plus we've received order confirmation from **************** to proceed on the order. (Exhibit A, the actual production order) Tesla Model 3 is one of the most popular models that we produce, we've shipped hundred of sets to other customers without any fitting issues. We keep all finished orders images just for this type of malicious claims. (Exhibit B) here's the tracking history for the order: ***********************************************************************
  See Attachment/File: 3280_Redacted.pdf

  Business response

  12/27/2021

  ***Document Attached***
  
  See Attachment/File: chat history.pdf

  Customer response

  01/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not true. I was contacted by the company that the order would take much longer than expected because of production delays in *****. As such, I canceled the order because it was not going to arrive as originally promised. It was sent at a later date and I did receive it. But the product was not what I ordered and does not fit my vehicle. I have the product and all it requires is the company is to send me a shipping return label so I may send it back in good faith and then for the company to provide a reimbursement. However, the company does not apparently stand by its product nor making sure customers receive what they ordered. I don't know any other company that won't stand by their product and make sure the customer gets what they ordered. How am I malicious when I kept what they sent and simply want my money back in exchange for the incorrect product they sent me?

  Business response

  01/06/2022

  I believe the attached documentation shows what transpired for the order. If customer stated that he was notified by one of our staff, please show proof since we only contact our customer via text messages (screen shot shown the whole conversation between our order desk and ****************. I need to state again that due to the nature of our products, we do not offer returns or exchanges. We do guarantee fitting and if customer stated that the product do not fit his vehicle. All he needs to do is reach out to us and provide proof. We will rectify the issues. I am attaching our return policy stated on our web store that customers agreed to upon purchase.
  See Attachment/File: WeChat Image_20220106161031.png

  Customer response

  01/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Continues to be true and unacceptable. They did call when they notified me it would be over a month late. They did not send any written update that this would occur that I signed or agreed to. Although this is a problem, my biggest concern is that they eventually sent me an item that is not what I ordered. I simply want to return it and get my money back. I paid nearly $300. for an item that I never received. I received something completely different. There are instances on the web that show other customers not getting their correct orders. This is fraud. Why does this company not want to stand by their orders and feel they must cheat customers? They charge customers and then don't fulfill what the customer ordered. If the company were honest, they would accept the incorrect order back and refund the customer.
  I am not going to continue to go round and round about this saying the same thing. Either the company makes this right or I will continue to notify the public that they are in danger of being cheated out of their money by this company. Really unbelievable that they continue to not want to own up to this as I have the incorrect merchandise and offered several times to send it back to them.
  

*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. ↩