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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Dear Madam/Sir:On July 13, 2021, i placed an order (***********) for a brand new front axle assembly by ********* for $578.62. What i received is clearly showing major damage to the intern** manufacturer box (not the shipping box) and the manufacturer box of the axle assembly had the manufacturer se** cut by a cutter and the inside of the box had leaked grease from the axle ( rubber se** on the end of the axle was missing causing the grease to leak and cause the axle to be exposed to particles to enter the bearing area) . The cushioning around the axle inside of the box was not manufacturer cushioning.The above description clearly shows that the item was not new, it was **ready opened , missing components, and compromised. I contacted the staff and they were very unprofession** and rude (****** and *****). I **ready had a mechanic appointment the next day and cancelling the appointment costs $100, waiting 4 more days costs over $200 in rent** car.I was offered $50 which is nothing.Business response
07/23/2021
Hello **,
I'm sorry for the frustrating experience. We are not in the business of sending out used parts, especi**ly when you're expecting new and pristine condition. We are working with our warehouse to ensure this doesn't happen again. Your new part is out for delivery today and has been inspected before being shipped to confirm new condition.
Per our terms of use, we are not responsible for any labor costs. Due to the extenuating circumstances, we will make an exception and refund you $100 to cover the cost of the cancelled appointment. Should you have any other concerns, please reach out to us directly.
Customer response
07/29/2021
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 however the response claims that they have sent another item on 07/23 but i have not received item yet and today is 07/29. Same for the refund, i have not received a refund yet.My acceptance of this resolution is pending actu** delivery and refund.
Customer response
08/05/2021
Dear Madam/Sir:I accepted the resolution from the vendor but unfortunately their promises did not materi**ize. It is now 08/05 and i have not received the replacement which they stated that they shipped on 07/23 and i did not receive the $100 refund. Please can you follow up with the case and reopen it?"I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me however the response claims that they have sent another item on 07/23 but i have not received item yet and today is 07/29. Same for the refund, i have not received a refund yet.My acceptance of this resolution is pending actu** delivery and refund."
Thanks,
**
Business response
08/09/2021
Hello **,
To follow up on our conversation from Friday, you were correct. Only $50 was refunded and I have since refunded the other $50. We **so shipped another replacement part on Friday since you didn't receive the second one. You should have the tracking in your email. Should this one **so not arrive, please let me know as soon as possible. Thank you
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Customer Complaints Summary
98 total complaints in the last 3 years.
33 complaints closed in the last 12 months.