ComplaintsforSteelbender Offroad 4X4

• Initial Complaint

  10/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 7th, 2021, I paid $709.11 to Steelbender Offroad 4x4 for custom seat covers. I was told there would be a 7 week turnaround time to receive my product. As the 7 week timeframe passed, Tonia at Steelbender Offroad never reached out to update me on the delay. Finally, I reached out on June 1st to check the status and she said she would check. I checked again on June 22nd, July 16th, July 27th, August 20th, September 2nd, and September 8th. Each inquiry, Tonia either didn't reply or said she would check on my order. Finally on September 24th, she said it was delivered on August 6th. As I had moved, I sent a message to the current homeowner and they sent ring doorbell videos of August 6th which showed no *** deliveries. I shared this information with Tonia and she said "she doesn't work at *** and it was my responsibility to find my order". *** said they were issuing a refund to the shipper due to the package being lost. As of today, 10/11/21, no refund and no product.

  Business response

  10/19/2021

  Patient ordered custom seat covers, I am a vendor for ********** Wholesale which sells PRP seat covers I ordered the seat covers from ********** who then ordered from PRP, I let the customer know it was an estimated time and with supply shortages it may be longer. I communicated that to the customer every time she messaged asking if I had heard anything. On September 2nd, she messaged me to see if they had shipped yet and I informed her I would call and find out. I called my representative at ********** who called PRP and they provided him with tracking from *** stating that the seat covers had been delivered on August 3rd. The customer then became irate stating that I should have notified her. I tried to explain that I do not get notification of shipping when it is an order direct from manufacturer. She did not seem to understand that the seat covers did not come from me, I am just a vendor that does online sales. She then proceeded to say that of “he doesn’t give them back she will have to get her lawyer involved” I have attached that message. She contacted the person at the previous address and he informed her they were never delivered. I advised the customer to contact *** and provided her all the info. I can not contact *** as I was not the shipper nor the receiver of the package. I contacted my representative at ********** wholesale to confirm the package details, they confirmed with prp and *** that the package was delivered. I again advised the customer to file a package claim with ***. She stated she did but they reimbursed PRP? I believe the customers “ex” who lived in the other house took the seat covers. 

  Customer response

  10/19/2021

  I am rejecting this response because: Tonia at Steelbender Offroad stated they were delivered August 6th and provided the tracking # (attached). We are going to move forward with the correct date of August 6th as the August 3rd date Tonia mentioned in her BBB response was never the delivery date. Video surveillance of the home (provided by current homeowner) showed no deliveries. *** claim was filed with the video footage and they stated a refund would be provided to PRP as they were the shipper.  

  
  

  If PRP's records are better than Tonia's, they should have issued Steelbender Offroad a refund, which should have been refunded to me by now. Steelbender Offroad has kept any refund that was given to them. In addition to the highly unprofessional and unorganized situation, I do not know how or why Tonia referred to an "ex" as I never had any conversation eluding to the current homeowner as an "ex".  I paid over $700 for a product. The product was not delivered and it was proven by video footage, a *** claim was filed and *** issued a refund. I, the customer who paid, have not received that refund. Its a very simple situation.
  
  
  

  Business response

  10/19/2021

  *** did not issue a refund to me as I am only the vendor. I don’t know why the customer believes that I have received a refund 

   

  I will state the correction as the package was delivered August 6th. Attached are the confirmations of delivery. Here is the email from ********** as well. 
  

*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. ↩