ComplaintsforCARiD.com

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Initial Complaint
08/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***** I returned the item and ***** for some reason couldnt deliver the item and was lost in there system. It has been almost 3 months going back and forth trying to get a refund if im not able to get help here i will simply contact my bank.
Business response
08/13/2024

Dear ******,

We are sorry you are not satisfied with the part you ordered.

We have investigated this situation with ****** ***** advised the weight of the package was only 0.4 lbs. and not the 35lbs of the original package. Your return shipment under the ***** TR# ************ was stopped because an empty box was sent.

According to our records, you provided us with the wrong drop-off receipt. The pick up address and the scan did not match. Upon the second request, we received a photoshopped document.

We are unable to process a refund for the part since it has not been returned to our facility. In addition, we are not able to file the claim since the drop-off receipt is not valid.

If you have any further questions, please reach out to us at ****************** via LIVE CHAT on CARiD.com, or call us at ************.
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In October 2022 I purchased a brake kit , the sales person and the web site both indicated that this parts have a 24 month or ***** mikes warranty , so that sounded great and I purchased the parts .After driving less then ***** miles and less then 20months , the brakes starting having issues do to issues with the rotor and according to the mechanic the rotor looks warped of poor material ..I called CARID to report this , and pretty much they told me that there is nothing they can do because the manufacturer will not honor the warranty , I said to everyone I spoke with at CARID that I dint purchased the parts from the manufacturer , I purchased from them , and if there is an issue with the manufacturer thats there battle , I dont really care if the manufacturer will not honor the warranty thats there problem , I dealt with CARID and they are the ones who should resolve the warranty with me , but as most companies when it was time to sell they stood 100% behind the product they sold , but once there is an issue they stand 0% the product , now is the manufacturer issue , and I also asked them to let me speak with the manufacturer and they refused this request , which indicates to me that all this excuses might be false.
Business response
08/01/2024

Dear ***,

We are sorry that you have an issue with the part ordered.

As the reselling company, we do not dictate the Warranty time-frames or terms that are set by the manufacturer.
PowerStop LLC warrants this product to be free from defects in materials or workmanship for 24 months from the purchase date or ****** miles of use, whichever occurs first. This 24 months/******-mile warranty excludes failure of components due to disc thickness variation (DTV*), usually indicated by brake pulsation. Warping is only covered 60 days from the time of purchase.

Unfortunately we cannot Warranty the product.

We appreciate your understanding and would like to offer you a $25 Gift Card that you can use towards your next purchase with us.
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had recently bought car floor liners from carid.com on May 19th. I received it few days later as stated. Unfortunately, one of the mats did not fit properly so I decided to return it and request a refund. I was requested to take different pictures of the mat to see if they would approve the refund. They did eventually approve it. This process started on May 27th. I received the approval email on June 3rd after sending multiple pictures. Here is the email I received: Dear *****,Thank you for choosing CARiD.I have requested the return paperwork for the WEATHERTECH ******* - DigitalFit 3rd Row Tan Molded Floor Liner to be issued. In 3-5 business days, you will receive an email with 2 attachments: the Return Merchandise Authorization Form and Pre-paid Shipping Label. You will need to print the paperwork out, stick both papers to the outside of the package, and drop the box at a local ********* store.The product must be in brand new and resalable condition (has never been assembled, installed, or modified in any way) and in original packaging.We will follow up on the delivery of the item, and once it is delivered and inspected, we will issue a $80.20 refund. Usually, the funds are reflected on the account within 3-5 business days after the refund date.If you have any additional questions, please feel free to contact us at CARiD.Thank you and have a good day!Sincerely,CARiDCustomer Service Customer Experience C I have been reaching out to CarId Support Chat since I have not received any emails from them and all I get from them is: CARiD will email you the return docs within 3 to 5 business days.The last time I reached was on July 9th and was told this:CarId rep- I am sorry for the inconvenience. The return paperwork is being processed. It will be issued within the next ***** business hours via email.CarId Rep- I have addressed this to the manager so that to resolve the issue as soon as possibleI have yet to hear from them.
Business response
07/16/2024
Hello there,
We sincerely apologize for the huge delay in resolution.
According to the pictures of your car's interior, you have 6-passenger seats in the 2020 **** Explorer. The 3rd-row liner is compatible with models which have 7-passenger seats.
This requirement is not crucial for the 1st and 2nd row liners - that's why they fit, but is critical for the 3rd row liner specifically. Weathertech acknowledged you received what was ordered.
You ordered ******* incorrectly. It excludes CARiD or vendor errors.
The correct liner for your application in tan is part 4515753
*********************************************************************************************************
Please follow the return instructions described in the *** form. Please keep in mind that for orders delivered within the continental US where the reason for return is not a result of a CARiD error, the cost of the initial shipping charge ($17.50) and a return fee ($12.99) will be deducted from the refund. Here is a link to our return policy: ******************************************************************
Upon the delivery and inspection of the liner, we will issue a $66.30 refund back to your card.

Once the refund is issued, you will receive a confirmation e-mail with the transaction ID. After that please allow 3-5 business days for the bank to reflect funds on your account.
Customer response
07/17/2024
I received a response from Carid on July 15th stating that they will be giving me a refund AFTER deducting the return and shipping fees. When I emailed back stating that I thought this was unfair due to having to wait for over a month, contacting Carid numerous times, and being told I will receive the return paperwork email in '24-72 hours' each time, I am only receiving partial refund, they only responded with:
We appreciate your cooperation and understanding.
From what I can see on file, the return paperwork was issued on 07/15. Sometimes e-mails go straight to the "Spam" box or bounce back. I kindly ask you to check the "Spam" folder for the attached Return Merchandise Authorization Form and the Pre-paid Shipping Label.
I have sent back the product as instructed and I am waiting for the refund.

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.

Regards,

*********************
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Way to long for refund process. Still waiting on refund that they received back the product on 6/25/24. When I called today 7/2/24 they say it's still in process at the manufacturer. Refuse to give me name of manufacturer so that I could talk with them. Their policy states 5-7 days will be a refund and email. I've gotten neither.
Business response
07/05/2024
Hello there,
Please accept our apologies for the delay with the refund.
We have already refunded you in full.
Thanks for your patience.
Customer response
07/05/2024

Complaint: 21934596

I am rejecting this response because:
I do not yet have any proof that a refund has been issued. Still waiting on PayPal or my credit card company to confirm the refund.may take few more days says the carid company itself. Until then Im not yet satisfied.

Regards,

***************************
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered 2 front lower control arms 30/4/2024 that their website stated would fit my vehicle. As I am active duty army I ended up being unable to install them on my car within 30 days of receiving them, no big deal I thought, their website said it was a perfect fit. I come to find out on the one day I have free time to install them that they are in fact, not a perfect fit. They dont fit at all because theyre not even the right type for my car despite their website saying otherwise. After a continuous back and forth over the course of weeks I finally get an employee that admits that there may in fact be a flaw with their website and that what I ordered definitely doesnt fit my car. I request a chargeback from my bank. After two weeks I come to find out that CARid employees gave my bank the runaround and claimed I ordered the wrong parts. I confronted them over the phone today only to be put into an argument where a supervisor continuously cut me off and raised their voice causing my to reasonably lose my cool and feed into the argument. After requesting that I get information thatll allow me to contact corporate they refused to give me said information until I requested yet another supervisor. Said supervisor gave me an attitude and condescendingly tried to talk me down. Im at my wits end. Especially after seeing how many complaints they have, I wish I had seen this sooner so I would never be in this mess.
Business response
07/01/2024
I regret to inform you that we cannot honor your request for a return due to the terms and conditions outlined in our policy.
As per our website's terms and conditions (************************************************************), products must be returned to us within 30 days of delivery. Unfortunately, your return request exceeds this timeframe.
I understand that you may have concerns about this decision.However, our hands are tied by our policy and manufacturer's guidelines.
Customer response
07/01/2024

Complaint: 21906982

I am rejecting this response because:
You have sold the wrong part for my vehicle, and are selling it to other potential customers as well. There is no policy if I never received what I ordered.

Regards,

****************************************
Business response
07/18/2024
Dear Client,
According to your ***, you have a 2014 INFINITI Q60 Coupe 2dr Auto AWD. The *** decoders identify your trim level/submodel as 2dr Auto AWD.
The control arms are compatible with:
-Base / Premier Edition / Premium / Premium Sport Convertible
-IPL / Journey / S / Sport
Unfortunately, you do not have the submodel from the list above.
I am afraid, you ordered incorrectly which excludes the CARiD error.

From our side we have refunded you in full and accepted the order back despite of the fact that this was out of returns period of 30 days.
We consider this issues as resolved.
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On the 15th of March 2024, I requested a warranty claim on faulty aftermarket headlights which I purchased two years prior. The warranty claim was approved by CARid and I was informed I had two options. Option one was to place a new order of the headlights, then send in the faulty headlights and I will then be reimbursed or option two was to just go ahead and send in the faulty headlights and I will receive a new set of headlights without needing to purchase a set. I informed CARid I cannot send in my headlights since I need what I currently have in order to continue to go to work so I will go with option one and purchase a new set. With this same reply, I asked since there is an upgrade to these headlights can I just go ahead and purchase them and be reimbursed for what I would have gotten back for replacement headlights. I did not receive a response for some time so I took it upon myself to go ahead and place the order for the upgraded headlights. Not long after I received the new headlights I received an email from CARid stating they cannot allow me to upgrade it has to be a one for one replacement of the same purchased/ original item ordered. I told them I completely understand so I will request a return for the current order received which I paid $1468.82. The new plan was once they receive the item, reimburse me, I will then go ahead and purchase correct item. I sent in the item with the provided label given by *****. After a couple days had gone by, I received another return label. I was confused so I contacted CARiD. I was informed the first set of labels was to send in my faulty headlights and the second was for returning the purchased item. I informed *****, I NEVER stated/ agreed I will send in my faulty set but not until I receive the replacement. It's now going on two months; they have not refunded my money. They say they will refund me my money, but I only get phone/ email responses saying we will update you in three to five days. I have all emails.
Business response
06/10/2024
Hello there,
Please accept our sincere apologies for all the mess happened.
We have already refunded you in full.
In case of any other concerns, please get back to us at **********.
Appreciate your patience with us.
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a set of Brake Rotors for my wife's Jeep. It said ships in 5-7 days. After 11 days I tried to cancel, they refused to let me cancel and said the product was shipped. The next day I get a shipping confirmation email product was shipped that day (day 12) 2 days later product arrived, I tried to return it 1 because of the crappy customer service I had received and 2 because the Rotors looked cheap and spray painted. For $300 I expected quality Rotors. These are anything but quality. I have photos to back everything up. I left them a poor review and I get an email saying they will refund me for the entire price paid, return the Rotors when I get the RMA form from them. 10 days pass and and now they are saying they cannot accept a return, I must destroy these and send pics as proof for a refund. I have no way to destroy steel Rotors and I won't because I'm afraid they will deny my request for destroying them. They refuse to refund me is my issue. If the Rotors were good I'd have accepted them and moved on, but they were not. Now I am in a back and forth with them and they still refuse to refund my money
Business response
06/05/2024
Hello there,
Please accept our sincere apologies for the inconvenience with this order.
We have already refunded you in full and no return is needed.
In case of any other concerns, please reach us back at ***********
Thanks
Customer response
06/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 satisfied, after almost a month of making excuses they finally refunded the item once I involved your services. Thank you for your help

Regards,

***** ******
Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased custom wheel from them on 04/13/2024 Received the order the front wheels were wrong dimension that they advertise to me stating that they were the right size style and brand for my vehicle 2008 G37s And clearly were wrong because they damage my front brake calipers both sides They ask me to see pictures of the damage and would reach out to me with a Solution On 5/8/2024 nothing I waited until 5/17/2024 still nothing still my last email sent to **** stated THIS MESSAGE Im waiting for a response for the damage wheels and spacers **** Please give me a update 5/8/ 2024 STILL NOTHING BACK FROM THEM HER EMAIL ADDRESS IS ****************** I need a refund or part of the payment back or send the right front wheels to me
Business response
06/03/2024
As previously reported, we have identified a caliper clearance issue for the front of your vehicle. We apologize for any inconvenience this may have caused and appreciate your prompt notification.
After reviewing the matter with our technicians, we have confirmed that, as per the manufacturer's specifications, there should be no rubbing or scrubbing and no spacers are required. However, based on the pictures you provided, it appears that there may be an issue with clearance.
We have attempted to contact you to provide the spacers recommended by your mechanic, but unfortunately, we have not received a response.To resolve this matter, we would like to offer to provide the necessary 5mm spacers at our cost. Please let us know if you would like us to proceed with this solution.
Please kindly respond to this email to advise on your preference.We are committed to ensuring your satisfaction and appreciate your cooperation in this matter
Initial Complaint
05/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received incorrect wheels from CARiD and immediately contacted them to inform them the wheels were incorrect. After a few days I received an email back informing me to box them up and email them back when they were ready. In this email they also had me sign a form stating I boxed this wheels up in a much better condition then I received them in. If I did not box them up to their liking, I forfeit my refund. I have been in contact with customer service representative Bel Dago, but now that I have been asking for a refund not a replacement I am no longer receiving any correspondence.
Business response
05/30/2024
Hello there,
Please accept our sincere apologies for the inconvenience.
We have updated this return for a refund and provided you with the return paperwork to send the order back.
Once it is delivered back, we will refund you.
Thanks
Customer response
05/30/2024

Complaint: ********

I am rejecting this response because:

At the date and time of this response to the email Thursday May 30, 2024 7:13 CST, I have not received any paperwork from CARiD to return the incorrect products I received. Their email wording is correct but their follow thru is not. I am still waiting for paperwork to return their products.

Regards,

****** *****
Business response
06/05/2024
Please be advised that the RMA # ********** and the return tracking numbers (FedEx # ************* ************* ************* ************) were emailed to [email protected] on May 29, 2024. If you have not received them, I have requested for the email to be resent.
I apologize for the inconvenience.
If you have any additional questions, please feel free to contact us at CarID.com via phone at *************
Initial Complaint
05/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered Rims and Tires on April 21st and it is now May 23rd and I have not received them. Every time I call them I get a different excuse on why they havent been shipped etcI need this product delivered ASAP
Business response
05/27/2024
Hello there,
We are sorry for the delay with the production and shipping.
We are doing our best to speed up the manufacturer. The email has been sent to the client offering a $50 gift card as the compensation.
Thanks

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