ComplaintsforDiscount Hitch Central

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had purchased a tow package for my 2007 ************* on Sept 20th 2021. I received an email confirmation with an estimated delivery date of Sept 24th - Sept 28th and a tracking number was provided. According to the tracking number, the package arrived at the ***** hub location in ************ ******** around 1:00 a.m. Saturday Sept 25th. ***** had estimated the package to arrive on Sept 24th but kept pushing the date back. I needed to pick a camper up on Sept 28th so I was hopeful the package would arrive by then, but it never arrived. I called Discount Hitch Central and expressed my frustration and that I'd like a refund for never receiving my package. They told me that it's not their fault because they shipped it on time and refused to give me a refund until they received the package back. To this day, I still have not gotten my package from ***** and still have not heard anything from this company. There is no accountability and now I'm paying for a product I didn't receive.

  Business response

  05/06/2022

  Business Response /* (1000, 6, 2021/10/06) */ We shipped the item to the customer on time, customer called us demanding a refund a few days later and stating that the package is lost. They gave us a very hard time on the phone and would not extend any understanding at all. We tried to explain to the customer that due to Covid ***** is experiencing some delays in certain areas and that the items are not lost. Customer did not accept our response and he kept stating that the item is for sure lost. We opened a trace with ***** just in case. The package did end up delivering to the customer on October 3rd. ***** tracking # is ************ it arrived a few days after the estimated delivery date provided. Again, the delivery date was not guaranteed but it was estimated. We offer different shipping speed options, we are not completely sure why the customer decided to select the slowest shipping option which left him no room for any possible delay. We normally expect customers to inquire in advance and inform us of any deadlines they have to meet. Estimated delivery is simply that, estimated. We rely on *****, UPS and USPS to deliver items within the estimated time provided. We cannot guarantee delivery dates unless customer selects a guaranteed delivery date shipping option. Customer went with estimated delivery option. Before the items delivered customer opened a ****** claim and BBB claim stating that the items are lost, however a couple days after the item did deliver and was not lost. Customer then demanded from us that we send him a label at our own cost to return the items back. We tried to explain to the customer that since they have an ongoing claim with ****** they will have to return the items to us themselves and we will issue a full refund upon return. Customer then again changed the case reason on ****** and stated that now he has parts missing. We again explained to customer that once they return the items full refund will be provided. We also informed the customer that since they have a claim opened with ****** the funds they paid are on hold and have been taken out of our account until the case is resolved. We asked the customer to drop the dispute and we will take care of the issue but they refused. At this time we are just waiting for the item to be returned so that we can refund the customer in full. We already responded to the ****** case and approved a full refund under the condition that the customer returns the items back to us. Thank you Consumer Response /* (3000, 8, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response only reiterates the same thing I mentioned in the case description, however, this company has no accountability for their actions, or lack there of, to resolve a problem with their shipping vendor and this response is seemingly attempting to downplay the situation and make it appear that I, the customer, am being unreasonable. I never claimed the package was "lost". I called the company on Sept 29th, five days after the expected delivery date and nine days after I placed the order. I stated, again, what I mentioned above. According to the tracking number provided, it arrived at the ***** location on Sept 25th but has been sitting there for days with the same scan every day showing "The package arrived at the location". The company said on the 29th that there was nothing they could do since it was scanning so it wasn't lost. I then asked for a refund because I didn't receive the package within even a few days after the expected delivery date and there was no expected delivery date at the time I called, again, nine days after I placed the order. The company claimed they could not issue a refund until the package was shipped back, however, I explained that I was not able to ship the package back since I never received it. It should not be an expectation from ANY company that the customer should follow up with the shipping vendor of the companies choice to ensure the customer receives the product they ordered and paid for in a timely manner. Again, the company took no responsibility for the delay at ***** (the shipping vendor they chose). I even asked if they could reach out to ***** and have the package returned and apparently the company failed to do that as well, as I received the package three days after our conversation. To put this in perspective, I placed three separate orders for the same products (towing hitch, wiring kit and 2" ball) on ****** Sept 30th using the "slowest shipping method" as I'm not a ***** member, and received all three orders/packages on Oct 2nd (within two days). To make matters worse, I ended up opening the package I received from this company as I planned on utilizing it so I wouldn't have to pay for return shipping, (****** will pay for return shipping) and two out of the three items were missing (the wiring kit and 2" ball). I had sent an email stating as such to the company and the response I received was "All items have been shipped together, your packing slip reflects this." The company, again, forced me to go back through ****** and change the claim as they took no responsibility for this item not being shipped on time OR with the correct contents. I'm so glad I did place this order through ******, otherwise, I would never receive my money back from this irresponsible company. I will be sure to never use them again for any additional needs and ensure my family and friends are aware of this issue. Consumer Response /* (4200, 15, 2021/10/07) */ ***Document Attached*** Discount Hitch Central is not offering to pay for shipping on this item. I paid $241.33 for this item which did not include all the hardware I originally paid for. Based on the size and weight of the item, it will cost me a little over $200 to ship the item back. Essentially, I would only be getting a refund for $40 by returning the unusable item to this company if I have to pay for shipping. I am requesting that Discount Hitch Central pay for the return shipping for this product as it is unusable due to missing hardware.

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