Complaints

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bumper from this company. My sister also ordered a bumper from this company. We only needed one bumper and not both bumpers. I completed the form the business required. Both bumpers were different shades of blue. The company made me pay for my own shipping to return the bumper. I accidentally sent back the wrong colored bumper back. The company is refusing to refund my bumper purchase and will only give my bumper back if I send them a label for the bumper. I am currently out $350 for the bumper and an additional $70 for sending the bumper back. I understand they were going to charge their restocking fee so I wouldn't get the full $350 back however I don't feel it is legal for the company to keep my bumper and my money when I returned it to them and accidentally returned the wrong shade of blue bumper to them. Upon reviewing their powder coating color names the color of the bumper does not resemble the manufacture color of the machine (For example in order for the velocity blue polaris razr to have a matching color bumper you need to order the turbo blue powder coat even though *********** offers a velocity blue bumper color) I accidentally sent the velocity blue bumper back which does not match the velocity blue razr color and they are refusing to refund any of my money back to me so I am essentially out $770 ($350 for each bumper and $70 for my return shipping) and I only get to keep one bumper. Thank you in advance for taking the time to read this and hopefully you follow my description of my problem.

  Business response

  06/14/2023

  Firstly, we apologize you feel as though our customer service was rude.
  Second we just want to clear some things up here. The wrong color was not sent.
  The color that was ordered is what was sent. The color you ordered may not have matched, but we are not responsible for the color you ordered. Our policy states that we are to be contacted within 7 days of the day the order was delivered to reach out for exchange or return. Your order was delivered 3/18 and you did not reach out until 4/4 which was 17 days after your order was delivered.
  You then tried to use a devastating time for our company as a reason to why you could not file the exchange on time which was a false time line and completely inconsiderate.After explaining that we could not exchange or offer you a refund on the bumper several times via ******** message, we did not hear from you again until the beginning of June when we received your bumper in under a false order number. The package we received has your return address but someone else's order number inside on the return slip.The bumper had been installed and used. It also was not the color of the bumper on the order that was on the return slip, but rather the color you had ordered.*****, you tried to return your bumper again under false information.
  Upon calling to explain that it would be your responsibility to pay to get your bumper back,you alleged that we were running a scam, when in fact we were not, and you tried to use another persons order as your own. We are sorry again that you feel this way, but we handled this according to our policies. We typically do not respond with such a detailed description of the events that took place, but we did not want a false narrative being portrayed about your order.

   

  Also ***** has used 3 different reasons for his need to return, which you will see in the attachments provided along with his complaint details. Leading us to believe that he is not being an honest customer and is trying to return the bumper he ordered in the wrong color (that we have already told him we would not accept back for a refund, since it is outside our policy time frame) under another customers name and order for the same bumper (but a different color, being the color he wanted to exchange it for.)We believe there is no accident in what he tried to do and it is clear he is willing to go out of his way to get us to refund a bumper that we stated we would not accept back. 

  1. Changed his mind after seeing it in person.

  2. He ordered the wrong color bumper.

  3. We sent him the wrong color bumper.

  We also contacted ***** after receiving the bumper in to let him know that we would again not accept the return as stated before and that if he would like to keep the bumper he would be responsible for the shipping charges of getting it back, as stated on our website policies. Here is the direct link to our policy's that are on our website also, ***************************************;

  Customer response

  06/18/2023

   
  Complaint: 20156805
  
  I am rejecting this response because:

  L and W has a velocity blue. Their velocity blue does not match Polaris Velocity Blue. L and W tried telling me Polaris has two different shades of velocity blue. The bumper specifically fits 2019 and newer. The newer blue is the darker blue. The older blue is the lighter color blue. 

  Ironically now that I have the BBB involved, their return policy is 7 days. Originally it was 10 days. I attempted to call them multiple times and never got a call back in an attempt to start my return process on the original bumper. They wouldn't return my phone calls or answer. I had to use a phone number local to their business in order to get them to answer my phone call. 

  I did not use the devastating time against their business. I was attempting to rationalize with the company about being a decent company and understanding my side of the situation. I tried to explain there are exceptions to policies and I felt I fit into being an exception to their return policy. They didn't return phone calls within the required time, once the policy time length took effect they finally answered. They closed for a day, then a full week for the funeral. They then posted on social media to give them time to catch up on orders because they were back logged. I tried to be decent and not overwhelm their business thinking if I waited to the middle of the week instead of first thing Monday morning to call them to inquire would not be a huge deal like they are making it out to be. The didn't hear from me as I have been away from home and the computer for work purposes for the time frame I wasn't calling them. They wouldn't give me any option other to order another bumper. I don't know anyone who needs two bumpers for the same machine. 

  The bumper was never used. I mounted it on the Razr however it was never used. It is not in their policy that it can't be mounted. I accidentally sent them the wrong color back within their time frame they require for their returns. I am able to get to the store to return the items quicker than my sister. My work schedule allows flexibility where as my sisters does not. I knew their policy and wanted to meet their time frame since they won't have any leeway with a plethora of valid reasons that they should be willing to have a little bit of flexibility. Now this company has billed me for two bumpers but I only have one as they have the second and are refusing to give me any refund as I am out additional money that I spent to send them the bumper back. 

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

  Business response

  06/26/2023

  We have said all we need to. This was handled very poorly on customers end after we stated we would not accept it back. We even ALSO told you before ordering what color you needed, and you still insist we did something wrong. The policies on return times and products being installed are plain to read on our website along with the messages we have sent back and forth via FB messenger. If your sister would like to get the bumper back she may do so by sending us a return label to get the bumper back, or she may call us and pay the shipping cost and we can ship it back to her, since the return was outside of the time frame we do not accept any liability for returning the bumper back at our cost since we stated several times it was not eligible for return. 

  Customer response

  06/26/2023

   
  Complaint: 20156805
  
  I am rejecting this response because: The business changed their return policy. It was originally 10 days and all of a sudden it is now 7 days. I sent a bumper valued at the same value as the one I purchased and they are refusing to refund me my money. The bumper was in new condition as required. It took several attempts to even get ahold of them, hence why I missed the return window the first time. I then gave them respect instead of bombarding them when they reopened and they aren't willing to acknowledge there are exceptions to policies and this should be one of them. It was outside of my control for them to shut down. I attempted several times to get ahold of them before they closed and now that I sent them the bumper back, they are refusing to refund my money. 
  
  Sincerely,
  
  *****************************

*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. ↩