ComplaintsforEckler Industries, Inc.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Called to verify products where in stock and person I spoke to said yes in stick and would ship in a week . So placed order over $1000.00 0ver following weekend was telling a fellow car owner how quickly I was supposed to get my parts bragging them up and then went on there website and it was now stating product ships in 3 to 6 months I got concerned do check my order status still saying shipping on the 19th of June still a little worried I called the company and the employee again Saud yup you product is getting ready to ship abd I should see it by the 19th I was like wow even better. Two days later I look at my order again now it's saying it won't Ship for months called and verified and asked what happened to it being in stick at the warehouse she Said it never was instock I said that's not what I was told when I placed the order or I never would have placed it . So I Saud I want a full refund immediately as I was lied to twice and was told it would be 10 days to receive one because they have to first get the money back from there supplier then they would refund me . I said no take it out of your bank to refund me then once you get it back from them put that money in your bank . So they have they will have my money for close to a month . 10 day refund is too long and the manager ***** is very rude . I Saud if I s**** up or my employees screwed up I would issue a refund and that customer would have there money immediately or at least in a 24 hr period and she tells me you must have a very good bank because ***** can't do that . I asked to speak to her boss abd she said he was not there and would not give me his name or email or phone number. But Saud he will be in tomorrow which I will call in again don't know who I'm going to be talking to but expect it will be a run around again . I have a screen shot of the order processing and states delivery from the 19 to the 21 of June . Yet know they say there all custom made to order

  Business response

  06/18/2024

  Mr. * was advised of ESD dates when they changed from our supplier, *e was not lied to The item is out of stock and the new dates were provided. Mr. * requested a cancellation yesterday afternoon at 3:04 PM and was advised that the cancellation had to be confirmed and then the refund would be processed and that takes 7-10 business days for the procedure to be completed and for him to see his refund. Mr. * demanded the refund to be done right then and there and was advised that can't happen. Mr. * has spoken with several people that have advised the same information. The cancelation was confirmed this morning and sent to the banks for a refund. *e should see his funds $1060.06 with in 5-7 business days depending on the financial institutions.

  Customer response

  06/19/2024

   
  Complaint: 21865408
  
  I am rejecting this response because:
  Yes I was lied to I called and confirmed before purchase that the item was in stock your sales depth said yes and it will ship out to you by the ***** of June  . If I had a customer call me and ask me for a product and I said yes and isn't verfy it first before telling yes first I would be lying so yes not only once did they lie they did this twice  and the demand for the refund immediately was due to this and the fact that your leads / mangers give customers attitude and are very  rude and that also I was lied too.  No I'm not satisfied that this company has held my money for  longer than what is nessary . Also if you look at there reviews  and other complaints which I guess I should have  I'm not the only one that has ran into this with this company  seems to be quite a trend for the sales poeple to sayvthings are in stock  in warehouse  when there truly not . Hopefully there bank  which there lead said wasn't very good  as it take them 10 days to process a cancelation  even that there was no product was ever  had to be shipped  . . So in my world  I I had no product to ship nothing was getting ready to leave  there would be no reason to  hold a customer money as  I  the bussness would not be out anything or have to prevent  the product which was never there or will never be there as the last rude  manager said we don't ever stpck that item  even though the sales said they did in warehouse not a dropshipment .  I would have no reason not to issue a  refund on the spot but for some reason they want to wait and sitt on it   yes I'm glad I have some paper tail  showing that I will be getting my money back as I not trusting this company  in doing so . Still in my books should have been done a little faster and not put the blame on the customer as again I called to verify products  first where instock  then placed purchase after seeing told that  they where  and then being told they where getting ready to ship  when I called after I seen a website change  but my order said still arriving the *****  and then two days later  I  check my order and see differently  but hmm never contacted by the company  telling me no email no phone call oh maybe they put a letter on the snail mail and I just havnt got it yet or they take 10 bussness days to  let you know after a change  . Again very bad bussness to work with  never will again and will tell anybody that is into the classic car  restoration process stay away from them. Note the screen shot was from the second tome I talked to there sales to verify

  Sincerely,
  
  *********************

  Business response

  06/19/2024

  Mr. * was told the item was in stock, when he called in to cancel he was advised that the part is never in stock it is shipped from a supplier and the supplier has changed the *** time frame more than once. MR. * demanded his refund within 4 minutes of requesting a cancellation and was advised of the time frame for the refund. That is normal procedure and can not be done any quicker. We have to confirm the cancellation and then process the refund, the estimated time frame is 5-7 business days. We did however get the cancellation confirmed within 24 hrs and processed the refund. The remaining time frame for him to see the refund in his bank is up to the financial institutions. We understand the frustration and apologize for that and the incorrect information that was given at the time of the order, That has been addressed with the sales agent. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  company advertises items as in stock you wait for item when contacting them they say sorry for delay item is shipped from manufacturer . they should disclose that in stead of sayin item is in stock . contacted them thru chat multiple times they give me the run around. item still says in stock which means you have it not that u drop ship . they avertized faster times than the mfg is why i placed order. the last order i was shipped th wrong color carpet 2x ..dont advertise in stock when you dont have item or know when it will be shipped .

  Business response

  06/02/2024

  We apologize for the delayed response. Part EK-202166 does ship direct from the supplier and the *** was 6.3-6.6. These dates are not known when the order is placed and the esd online is an estimate only. We do see that a cancellation requested was submitted and a refund has been issued. You will see this refund on your method of payment in 5-7 bus days. 

  Customer response

  06/02/2024

   
  Complaint: 21731506
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* you lie to customers saying its in stock ..web site still saus instock and you havent fixed it took over the refund days for a credit back this was my third order every order han an issue ...why do u list items as much n stock when your just a drop shopper ...item originally said shipping and arrival in a week ...then you wait until you have complaints to to say you dont have part and have no clue when its coming .ive received nothing but lies and fake promisses from your company ...not to mention the 3 times on last order you got color wrong . And i had to spend hours driveing to a ups.location or u charge 30 for your mistake ....sorry a 10 dollar credit is c*** .  After spending hours to resolve this this is bs ...same excause to hold on to customers money when you lie about in stock items 

  Customer response

  06/02/2024

  This is the 3rd order they lied about haveing item in stock...item says in stock delivery in 7 days ....they are a joke ...do not stick anything just drop shipfrom others ...also i call edtheir supplier and they never made the order for the headliner .yet they pass the blame on them 

  Customer response

  06/02/2024

  Original ship date was 7 days from order ...you delayed it 4 times and ***** lie to this day anout it being in stock .. no where on your site does it say drop shipped from mfg ... I ordered on 5 6 it dayd shipped by 5/16 then u changed it to 5/23   then 6/ 3 then u have no clue when 

   I have all chat logs since and will be pisting on social media showing how u lie and manipulate to get peoples money 

  Customer response

  06/03/2024

  Date Sent: 6/2/2024 6:43:48 PM
  

  Original ship date was 7 days from order ...you delayed it 4 times and ***** lie to this day anout it being in stock .. no where on your site does it say drop shipped from mfg ... I ordered on 5 6 it dayd shipped by 5/16 then u changed it to 5/23   then 6/ 3 then u have no clue when 

   I have all chat logs since and will be pisting on social media showing how u lie and manipulate to get peoples money 

  Business response

  06/03/2024

  Sir,

  As advised this item is shipped from out supplier. Once the order processes we are advised of the ship date. That ship date is estimated and is subject to change. You were not lied to, we gave you the information our supplier gave us. the part is not in stock that is why the dates continue to change. We apologize for the inconvenience this has caused.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a part from the company on 4/11/24 for $6.99 and shipping was listed as 2 or 3 days. I never received the order. I contacted them and was told then it will be 2 weeks which put me it a real bind because I was relying on it for a job to be finished. After 2 weeks still no ordered shipped. I contacted them again and again I got the same scam story they already told me but now saying I will receive it on 5/9/24. Still order was never shipped. I contacted them yet again and got the same scam story they use but this time they same they will ship it on 6/10/24. It is obvious there was never any intention to send the order. They took my money and ran. I am out my money and put me in bad position by not receiving the order in the time I was told I would receive it so now I'm out more money. They have no interest in compensating for the huge inconvenience they have caused. Being the first time ordering from them I wasn't aware they are a scam and with having my money they have no interest in making things right so I'm left no choice to file a claim.

  Business response

  05/10/2024

  Hello, We apologize for any delay on Mr. *** order 539-51950377. We see that there are two parts on the order, one shipped and the other is and has been on a back order status. The *** for the EK-****** brake master cylinder cover is now 6/10-6/13. This is an estimate and is subject to change. If Mr. * would like to cancel part EK-****** he can do so by calling customer service at ************. I do see we have issued a $10 voucher for a future purchase good for 30 days as well as refunding the shipping cost for the whole order of $6.95 which will be available on the method of payment with in 3-5 business days. 

  Customer response

  05/10/2024

   
  Complaint: 21692204
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  05/13/2024

  I lost a customer by not getting the part needed because of the fraudulent company did not ship part when advertised and all they want to do is refund my money after keeping it for a month. If you go on their we'd site they're still advertising the part will ship n a couple days knowing it will be at least a month. It's a total scam and I want to be compensated for lost money because their intentional scam

  Business response

  05/13/2024

  We apologize for the delay, as advised this part is back ordered. The shipping time frame is 1-3 business days once it ships. That is not processing time. We have refunded the shipping cost for the entire order as there were two parts on the order. If you would like to cancel the ********* please contact customer service to do so. If you choose to wait then currently the esd for the part is 6/10-6/13 and because the part is back ordered the esd is subject to change. We issued a $10.00 voucher for the delay. Unfortunately we can not compensate you for your time due to the delay.

  Customer response

  05/13/2024

   
  Complaint: 21692204
  
  I am rejecting this response because:

  You're incorrect in saying "as advertised the part is on back order". You're add did not say that and actually if you look it up it is advertised as in stock and shipped by May 28th. Definitely fraudulent. 
  
  Sincerely,
  
  *******************************

  Business response

  05/13/2024

  We apologize that you feel your order is fraud.  One of the two parts that was in stock has been shipped to you . As stated before you are more than welcome to cancel the part and be refunded the part cost plus tax back to your method of payment. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a part from *****************/Ecklers Auto in July of 2022. Was told each time I contact to inquire on the status that the part was back ordered and would be shipped soon. It is now April of 2024, and I have yet to receive a part. When attempting to email the previous customer service address, it was returned as an invalid email. This is an excessive amount of time to wait for hood bumpers. Their site claims that the item is in stock and will be shipped in 7-10 days, charge your card, and hope you forget.

  Business response

  04/22/2024

  We apologize however part *********** has been discontinued and cancelled. You were not charged for this part. As far as contacting Ecklers the email and phone # are listed on the web site ************ or ***********************************

  Customer response

  04/22/2024

   
  Complaint: 21607049
  
  I am rejecting this response because:
  I was charged for the part when it was ordered, and never received a credit. I was told it was on back order and that I would receive an update. When trying to follow up, I received an auto error response 
  Sincerely,
  
  *************************************

  Business response

  04/23/2024

  Good Morning,

  When Items are on back order the payment method is authorized but not charged, the authorization expired back in 2022. The card was not charged. The item is discontinued and is not available to order. We apologize for any inconvenience this has caused. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***** sells second or third party parts. The website claims items in stock and will ship and arrive within 7 to 10 business days. Once you order it sits in a processing status for a month or more. Then ****** finally orders the part from the company that actually carries the part and adds more time to the shipping time frame. Still havent received item and now estimated shipping date is pushed another 2 weeks

  Business response

  01/28/2024

  We do apologize for the delay, however the website does not state the part is in stock. It currently states get between Feb 7 and Feb 10. The part was ordered for Mr. *** order on 1.13.24. This part is currently not in stock with the supplier and the ***** estimated time of delivery) is estimated and subject to change. We have issued a $10 voucher for a future order for the delay and inconvenience.

  Customer response

  01/28/2024

   
  Complaint: 21204944
  
  I am rejecting this response because: the business keeps claiming the system doesn't say in-stock. I have included a picture from their website again claiming in stock. Now that we are at the end of the month the item claims to ship on the 7th to 10th of February. So again when I ordered it showed in stock and a January ship date. Absolutely horrible business to respond and lie that they don't show in stock on their website when they still are showing in-stock.

  Sincerely,
  
  *************************

  Business response

  01/30/2024

  We understand the confusion however it does also say the availability date on screen shot to be February. We have submitted an IT ticket to have the in stock removed. This item ships from our supplier and is not in stock with them. As advised ESD dates are estimates and are subject to change.

  Customer response

  01/30/2024

   
  Complaint: 21204944
  
  I am rejecting this response because: you still are focused on the fact that now at the end of the month is says February 7th. In January it stated in stock and would be to me by the 26th of January. Again poor customer service and poor business practices. Charge customs and then sting them along. Will keep reporting until you take responsibility for your business practices
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  January 6, **** ordered (Open box) Sharkbite suspension. Jan 12 received email from Ecklers saying (Get excited your parts have been delivered). Parts were not delivered and parts never left *******. I live in ****************. Called Ecklers told them I never received parts, Ecklers told me I had to contact ***** since it showed parts were delivered. After contacting *****, I was informed parts had label issues and were delivered back to ECKLERS and signed by Ecklers (TNorris) Jan 12. Called Ecklers again told them what I found out. Ecklers then said Oh Yeah, I can see that now, we will start your refund. Jan 13, I received email stating before refund could be started I had to supply photos of defective part within 10 days or my refund would be cancelled. Called Ecklers again and ask them how could I take a picture of a part I never received. Spoke with a Manager to resolve this issue. Told Manager I did not want a refund, I wanted the part I ordered. She informed me I could not get the part I ordered since it was a open box item and it was not eligible for a refund either but she would issue a refund or give 25% off a new SharkBite suspension but would not sell me one for the original price I paid for the first one. (it would be$800.00 more than I paid the first time). I reluctantly agreed to the refund. Jan 15 received email saying billing will be resolved by Jan. 18. Jan 18 received email stating need photos to start your refund. Called Ecklers . Ecklers said email was sent by mistake. Jan 21 called Ecklers and was told the refund is there but has not been processed. I asked to talk with a manager and was told none were there I would have to call tomorrow. Called Jan. 22 asked to talk with a manager. Manager (Very Rude) stated since it was a open box it was not eligible for a refund but he would process it for the refund. Jan. 22 received email stating it would be resolved Jan 25. I have hours of my time trying to resolve issue for part never received

  Business response

  01/23/2024

  We apologize for the inconvenience. We do see that there are 3 items on the order. A steering column which was delivered 1.15.24, A coil over kit that shipped but was damaged and returned to Ecklers and a Gas tank that was delivered 1.15.24 however notes show this is pending return due to damage. There is a processing time for returns and refunds. Since *r. * did not initiate the return of the coil over kit we would not have known it was returned until it processed. It was processed on 1.17.24 and the refund did go to store credit as that is policy for Open Box orders. The reason we could not send out another open box order is because these are used and discounted parts all we had available was new. *r. * was offered to purchase a new part at a discount. Same with the damaged gas tank. Looking at *e. *'s account we do see that the store credit was reversed to a refund yesterday afternoon 1.22.24. From 1.22.24 it can take him up to 5 business days to see it in his account. We have issued a $20 voucher to use on a furtureorder for the inconvenience. If *r. * needs anything further he can contact customer service.

  Customer response

  01/24/2024

  Please see attachments. Sharkbite coilover suspension were never delivered to me. Never left *******.  ********** Ecklers requested parts to be returned due to defective/unreadable label.  ***** delivered part back to Ecklers on 1/12/24 and signed for by Ecklers employee **************

  Customer response

  01/24/2024

   
  Complaint: 21184222
  
  I am rejecting this response because:Date Sent: 1/24/2024 12:13:07 AM
  Please see attachments. Sharkbite coilover suspension were never delivered to me. Never left *******.  ********** Ecklers requested parts to be returned due to defective/unreadable label.  ***** delivered part back to Ecklers on 1/12/24 and signed for by Ecklers employee **************
  
  Sincerely,
  
  *************************

  Business response

  01/30/2024

  Not sure why this was rejected, if you see our response we state the exact same thing as his rejection. The refund for the coil over kit was issued 1.22.24. once the gas tank is returned and processed it will be refunded as well.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 9, 2023 I ordered a SS hood for a 1971 El Camino 296.60. At the same time I also ordered a front fender 298.99, quarter panel lh 318.99, a rh quarter panel 318.99, lower patch only fender 92.99, inner fender (l) 138.99. We received the last two items on May 20 & May 24. Original order # ************** Called about remaining items May 24. Was told at this time order was lost and I would received a refund in 1-3 days. I called again and was told by CSR that it would be another 1-3 days. I have called 1-2 times a week and I am told the exact same thing must be a script - 1-3 days. Today I called because I was to receive refund yesterday by end of day. Young lady I spoke with today said oh no refunds take 7-10 days and refund should be done by Wednesday of next week. It is not my fault you lost the order. It is your fault that you refuse to return my 1600.00. You can take our money in one day but next week will be 6 weeks I have waited for a refund. We had to order parts from someone else and all parts have been received and installed on car. I have even talked to one manager that said you should receive your money in 1-3 days. When ask prior to speak with a manager was told, they are going to tell you exactly what I told you. I have worked for several businesses and had we handled a customer like this we would be fired along with everyone else on up the ladder. This is not customer service! I just want my refund.

  Business response

  06/27/2023

  Mr. ****

  We apologize for the delay, these items should have shipped via one of our suppliers, we are currently waiting for their response. At this time we have escalated this and a Supervisor will be reaching out to you with in 24 business hours. IF you do not hear from them within that time frame please feel free to reach out to customer service at 1.800.327.4868 option 2.

  Thank you 

  Ecklers Management Team

• Initial Complaint

  03/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order from ecklers on 3-19-2022. I placed order number ******** for a distributor vacuum advance part number **********. I weighted a month and when I did not receive my part, I contacted customer service. I was tolled that the part was on back order and to weight. Well it has been a full year and I have heard nothing about my order. I have contacted customer service 2 more times and have gotten no response. I want to know the status of my order, will I ever get the part, is it discontinued? I get no response. Back in 2016 this was a great company, now they suck.

  Business response

  04/06/2023

  Order ******** part ***** was cancelled due to being on back order status . the payment authorization was reversed back to the method of payment  in May of last year.

  Customer response

  04/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am glad to know that the order has been canceled. Now I can start looking elsewhere for the parts I need. Thank you for your assistance in getting an answer out of Ecklers. 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some car parts (replacement seat foam) that stated they were for an s-10 on 6/18/2022. I had received the shipment on 6/23/2022 and did not attempt to use them for a few months. When I opened the package and attempted to use them, it was evident they were not for an s-10. The previous purchaser's return slip was actually in the box stating the same for their return. I attempted to contact them via email on 12/13/2022 twice and have received no response. I attempted to call them at ************** and **************. the recorded message stated customer service was closed and that normal hours were 08:30am-11:00pm and I made the call at 5:00pm. I paid a total of $390.93. Eckler's Order Number: SO-********. The advertised item was S-10 ****** S-10 & 15 Truck Seat Foam, Front Bucket, With Wire,1982-1989. The back of the seat foam clearly indicates it is for an ***** Camaro. The boxes are quite large and I do not expect to pay shipping when they did not send the correct part to begin with.

  Business response

  01/06/2023

  We apologize for the inconvenience. Per our website and catalog we ask cusotmers to check their orders within 10 business days for defects , flaws, incorrect items ect. Mr. * states he reached out in December wich is 6 months after the parts were delivered. Parts can be returned up to a year however after 30 days no label will be provided and a 25% restock fee can be applied after 90 days. I have noted to waive *********** fee. Mr. ** would be responsible to ship the parts back for a refund. We have emailed Mr. * to advise

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased wheels and an installation kit from Eckler's 8 November 2022 for $1,292.03. The wheels arrived with one wheel not the correct size. I have not received the installation kit and request to cancel that order. Eckler's customer service requested photos on 12 December in which I provided. I was instructed to returned the incorrect wheel on 16 December. After returning the wheel I was instructed to reorder the correct wheel. On 18 December. I discovered Eckler's removed the wheel from their site and it is out of production. The correct wheel is not available on the market. I have called and emailed Eckler's to resolve my order. They provided me three of the wheels I ordered with an incorrect size. My order is an incomplete order because I can't obtain the fourth wheel. I simply request Eckler's to pay for the return shipment and refund my funds. I've attached the receipt, pictures of the wheels and email communication with both Eckler's and their vendor. I have received no resolution.

  Business response

  12/27/2022

  Return labels have been emailed to the customers today. Once they are returned a refund will be processed.

*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. ↩