ComplaintsforSavior Products, Inc

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False advertisement of fitment on hydrofoil for outboard. Was told I could return for full refund and return label would be sent. Phone number goes to automated message and tells you to email. Been 6-7 days without response. Packaging and website both said it would fit but doesnt.

  Business response

  06/20/2022

  Today I received a complaint from the Better Business Bureau. The complaint was submitted on 6/10/22 and given an ID# ********. I am copying and attaching our communications leading up to your complaint and I am also copying ******** ***** of the BBB.
  
  Your complaints are:
  
  (1) "False Advertisement of Fitment on hydrofoil for outboard"
  
  (2) "Was told I could return for full refund and a return label would be sent".
  
  (3) "Phone number goes to automated message and tells you to email".
  
  
  I would like to address each complaint you have filed with the BBB.
  
  (1) False Advertisement of Fitment
  You contacted us via our customer service indicating that you had purchased a StingRay XR3 Junior hydrofoil which the front of the packaging clearly states "Fits Most Engines 25-75 Horsepower". I am including a picture of the front of the package for your reference (Picture #1). There are many, many outboard engine manufacturers, models and configurations. While we don't claim to fit every single configuration, we do fit most.  
  
  Your claims of "False Advertisement of fitment" are totally without merit and are simply not true.
  
  As an additional note, even though we do NOT advertise the Classic Junior as fitting every 75 HP engine, it actually does fit most 75 HP outboard motors. I have a XR3 Junior mounted to my personal 75HP Mercury. I can send you pictures of it if you like.
  
  (2) Was told I could return for full refund and a return label would be sent.
  
  Our Return Policy is Clearly Stated on the XR3 Junior Product page. For your convenience I am including the policy as stated on that product page:
  
  Products purchased on ************************* may be returned within 30 days from the day of purchase to our USA location. Savior Products Inc. ***** **** ***** ******** ****** ****** ***** (with the exception of certain items listed below). All returned items must be new and unused in original packaging with all accessories. All product returns and exchanges must have prior approval. Please use the CUSTOMER SERVICE form at the bottom of our homepage (*************************) to request an RMA form (return merchandise authorization). A 10% restocking fee may be applied. Customers are responsible for return shipping expenses. Return address information will be provided with RMA #.
  
  From the above correspondence, you requested an exchange for a different model that would be the correct model for your engine. I replied with my recommendation of the StingRay Classic Senior as a better fit for your application. I never received any communication back and you instead decided for whatever reason to contact the BBB?
  
  (3) Phone number goes to automated message and tells you to email.
  
  We use a dedicated customer service communication link which you were using correctly until you decided to try to reroute via a corporate telephone number that does not handle direct to customer issues as the message refers you back to the communication route that you initially started, which is the correct route to direct customer service.
  
  This is our published and normal mode of handling any customer exchange: We will be more than happy to exchange any item per our published Return Policy. In summary, if you would like to return your StingRay XR3 Junior for a full refund or exchange we will be happy to issue your refund upon your return of the product per the conditions stated in our Return Policy. Once we receive your return, a full refund will be issued and we can assist you with the purchase of the correct hydrofoil for your engine. This is exactly how we would have handled this issue if you had only maintained the communication that you originally initiated my friend.
  
  Sincerely,
  
  STINGRAY PRO ADVISOR
  

  
  

  On Sun, May 29, 2022 at 10:42 AM *** ********* ************************* wrote:
  ******,
  
  Thank you for your email. I would recommend our StingRay Classic Senior for your engine. It is our number one selling hydrofoil and has a million units plus proven track record. It is very modestly priced, looks great and is very easy to install. You will be very impressed with the added performance to your boat. The Classic Senior will get your bow down and your boat up on-plane very quickly. Your boat will also stay on plane at much slower speeds without dropping back down in the hole, saving you tons of fuel. It will also give your boat an advanced fulcrum point reducing or completely eliminating porpoising problems while giving you a more stable boat when on plane. 
  
  For your convenience, I have included our factory direct link to the product so you can take a look at it. The Classic Senior is currently in stock and available for immediate delivery directly to your door. 
  
  ****************************************************
  
  STINGRAY PRO ADVISOR
  
  
  
  On Fri, May 27, 2022 at 8:40 PM *********** ********************************** wrote:
  Sent via form submission from StingRay Hydrofoils - USA
  
  Name:: ****** ****
  
  Email Address:* *******************
  
  Phone** ***** ********
  
  Subject:: Wrong plate order # ****
  
  Message:: Your site and packaging say junior is for 75hp but got it here and too small. Need to do an exchange. This is for a 2020 mercury 75hp. Need asap.
  
  Primary way you heard about us:: Retail Store
  
  Subscribe:: I don't want to receive news and updates.
  
  Does this submission look like spam? Report it here.

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