ComplaintsforMotoSport Inc

• Initial Complaint

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When the product was ordered I was not informed it wasnt in stock and would be back ordered and not shipped until received. It has been 9 days and I have found and ordered the same item that will arrive Monday from a reputable company. I want my card charge refunded immediately and will never consider doing business with Motorsport.com again.

  Business response

  07/10/2024

  Hi ***, 

   

  I'm sorry we didnt do a better job at communicating to you that this was on backorder. We did send a notification and notate this in your cart at check out. We cancelled your order per your request on 7/1 and didnt charge your credit card. we only charge for an item when it ships out. I hope you have a great day! 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an item was sent to wrong address they keep leaving me on read and not helping with the issue I only want my money back

  Business response

  06/27/2024

  Hi *****

  Im not exactly sure how you have been attempting to contact us regarding your package, but none of our contact types have the option to be left on read. you're welcome to email, call or chat us from our website and we'll be happy to look into your package and replace/Refund it for you. Please feel free to contact us during business hours from 7A-7P PST. Thank you. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Tire was 12 years old when they shipped it. It was shipped directly to the tire shop and installed. The date was not noticed as the shop has never experienced that in over 30 years of business. When I contacted the company they said they don't check dates when they ship them.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was never received. Order says it was returned to sender yet they refused to resend product or refund my money. So they still have my items and money

  Business response

  03/29/2024

  Hi ****, 

  I'm not exactly sure why you feel we wouldnt refund you or replace. it looks like you called in and chatted with our Gearhead Britanee and I'm seeing a replacement order set up for you back on the 23rd. we even overnighted the jersey for you on the house. Here is your tracking number - 736224436163 which shows a delivery photo at your home. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction was taken on the March of 15. There was only one transaction made but for some reason they too extra payments and charged my account. Not only that but when I called for a refund they did not want to give the refund even thought my items were not shipped!

  Business response

  03/21/2024

  Hi, 

  thank you for reaching out to BBB regarding your interaction. On 3/18 you called in and talked to our Gearhead regarding your missing order and confirmed the house in the delivery photo was your boyfriends house but claimed the tires never arrived. While we can understand the frustration, ***** did deliver your tires as requested via tracking number 735043669820 and 735043669808. In listening to your interaction, you did confirm that this was your boyfriends house and confirmed the delivery photo is the correct location. Unfortunately we do not cover stolen packages from your porch and advised you to reach out to ***** directly if you wanted to file a claim. We apologize but we cannot provide a refund at this time. 

• Initial Complaint

  01/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a motorcycle seat on December 26th 2023. The site gave no indication that the part was on back order. Received an email on 12/29 stating that the part was on back order until January 9th. Emailed them for an update on the 9th for an update with no response. Called them multiple times afterward and they said that the part was in stock at the warehouse and they were waiting for it. Upgraded me to two day ***** shipping for free. Called them afterward and each rep gave a different story and told that it was on backorder until the 15th. One rep hung up on me as well. Spoke to a Rep named ****** who promised to give me an update on Saturday 1/13 but received no call or email response. Spoke to a *** who was clueless. There is a breakdown of communication with Reps who are Daft about what is going on. Wanted to speak to management but to no avail. Threatened action with BBB but none were phased. I need a resolution.

  Business response

  01/15/2024

  Hi *************** 
  I can definitely understand your frustration with the backordered item. You ordered back on 12/25 and on 1/2 we sent you an email informing you of 1/9. when our vendor did not meet that ETA they gave us, We updated you on 1/10 stating it was not in stock and we did not have an ETA. As of right now our vendor has not given us an update to this seat coming in and unfortunately were at their mercy to get us the order. At this time we have reached out for an update but are waiting to hear back. You also stated you asked to speak to a manager however in listening to your contacts with our gearheads, at no time did you state you wanted a manager.  If you'd like to cancel your order, or swap it for something we do have in stock, Please feel free to email us, call or chat us and we will get you taken care of. If you'd like to speak to a manager, Please feel free to let our gearhead know and they will get you one as soon as possible. 

  Customer response

  01/15/2024

   
  Complaint: 21142455
  
  I am rejecting this response because:

  I was told by your representatives that the part was IN STOCK at the warehouse and that they don't know why this is happening without further investigation, or calling the vendor on my part. Alternatively, a ticket was claimed to be written up and was promised to be responded by on 1/13 by a Rep named ****** and was promised a call or email but never received one. I did ask for a Supervisor as well and told that they were not available because of lunch but will call me back but never did. I seem to think that because I got a coupon deal that they cannot honor the price which to me is FRAUD and false advertising. That's why this is taking long in hopes that I will cancel. I could have gotten this product a lot sooner from many companies but chose this one to do business. It was clearly a mistake. I give the BBB permission to review the recorded calls to prove this. I do NOT want a refund but want this company to honor the sale and ship this asap. 
  
  Sincerely,
  
  *******************************

  Business response

  01/25/2024

  Hi *******, 

  I see you called in and talked with our Manager Codie on 1/16. Per your request we cancelled the order. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Placed 2 separate orders for products from the same brand from motosport both items were part of larger orders. They shipped the other items after i contacted them or they would likely still be holding them. I placed these orders towards the end of august beging of September its not December and neither item has shipped and they keep claiming they are waiting on the manufacturer to provide the product to them. They were listed ins tock and their communication about said products is non existant short of me contacting them im sick and tired of the run around provide the product i paid for. Based on all the other reviews here i see its a regular occurnce and maybe a business liscense should be lost in relation to inability to provide service paid for. They provided a dmall credit for shipping on my next order but based on this there will not be another order this will be the last rocky ******** atv doesnt s**** around with my time and money. Order#m18862682 and order#m18753436 Im not recieving the kind of support I think I should especially given the amount of time that has now passed. Id like a partial refund for the inconvenience at bare minimum.

  Business response

  12/05/2023

  Hi ****, Thanks for reaching out on BBB, I took a look at the two orders you had listed and heres a run down of what I have so far, on M18753436 you ordered on 9/19/2023, at the time of you ordering we provided you a warning at checkout which stated "Qty 1 -> Cart: At our warehouse by Mon, October 2nd, Cart Header: Ships by ***, October 2nd via Standard Ground At your door by ***, October 9th" on your item 4-Stroke Carb Vent Hose Kit. Orange. this would have been the indicator that the item was out of stock. We also emailed you on 9/29/2023 to inform you of the back order. We also emailed you several times in october with updates on the *** of the item from our vendor. While we can understand the frustration of back ordered items, we offered you a 25 dollar credit (the backordered item was only *****) for the inconvenience. during this interaction, you cancelled this item all together as you did not want to wait for the back order. 

  on m18862682 you ordered on 10/4/2023 another vent hose kit, this time a different variation. At checkout we provided a warning on this kit which stated " Qty 1 -> Cart: Call for availability, Cart Header: Call for availability - Ships when in stock" again indicating we did not have the item on hand but could order it from our vendor. we reached out on 10/13 with an update to that backorder as well as on 11/3. When you called in to chat with one of our gearheads, you went ahead and cancelled any items you had on backorder. 

  While we understand backorders can be frustrating, we attempted to make this right by crediting you more then the price of the product. I apologize for the inconvenience this may have caused.  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for an item on Cyber Monday because of the price. They came back hours later or the next day and then charge my card more without my permission. That is illegal. If they do not want me to pursue legal action and put this all over the internet they can send my item and refund the full amount. Unethical and poor business practices.

  Business response

  11/29/2023

  
  I greatly apologize for the confusion. We do not withdraw the funds until the order has shipped out. We do an initial Pending authorization when you first place the order and then when the order ships we withdraw the funds per each shipment. That Pending authorization for the full amount will drop off anywhere from 1-5 business days depending on your financial institution. Sorry for any inconvenience this may have caused you. Have a great day.

  Customer response

  11/29/2023

   
  Complaint: 20928694
  
  I am rejecting this response because:

  No other business takes the full amount shown on the website, then pull more funds later. Unacceptable. And the way your customer service handled it is completely unacceptable. No, let's take a look and see whats going on, just an order from the manager to cancel the order. A person from the parent company, whi I had to reach out to afterwards helped. But completely unprofessional and unethical. It was not a pre-authorization as you're trying to play it off as. Go look at the reviews that aren't on your site, they're terrible and all related to you doing the same type of shady practices.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction date 8/3/23, 2 orders same date I will include both order numbers m18368206 (Fmf full exhaust) I paid an extra 25 dollars for overnight shipping which their site stated it would arrive Friday 8/4/23 by the end of the day via fed ex, as of 8/4/23 it was still in ****, I just received a new email stating it will not arrive until Monday 8/7/23 causing my son to miss his supercross race and making it impossible for him to win the season on points. m18368294 (Exhaust o ring kit, bushing and carb jet kit) I paid 25 dollars for overnight delivery forthis order and their website showed it was to be delivered by the end of the day on 8/4/23, it has not even shipped yet. These are in addition to the 2 other previous orders for a gas tank, jersey and other parts that I had the same shipping issues out of. When I contacted them they didnt even attempt to make it right. Instead they tried to lie their way out of it and make excuses. Im seeking my 50 dollars for the overnight shipping I paid for as well as a 100 dollar credit for their store for the inconvenience and frustration this has caused. As far as Im concerned their website needs to be more accurate and specific, they need to choose a different carrier besides ****** and their customer service needs to really improve!

  Business response

  08/07/2023

  Hi ****, 
  I'm very sorry and I apologize for the delay in shipping. When you called us over the last couple of days, we without question went ahead and refunded your shipping costs on these orders you referred to back to their original payment method. While i very much understand your frustration in shipping delays, We are currently using *********** and DHL to ship packages. Unfortunately I cant issue you $100 in credit like you are requesting, however when you called we offered you $50 in credit for the inconvenience on several orders which you had declined. If you would like that credit, Feel free to reply back to this message and i will get it loaded for you! 

  Customer response

  08/07/2023

   
  Complaint: 20426374
  
  I am rejecting this response because:
  I have not be reimbursed for both orders which were 25 each! I missed my sons supercross event, in which has now made it impossible to become points leader.  So realistically a 100 cant replace what we lost due to this! I could have done overnight shipping and had our part through a number of outfits, but we chose Motosport and they plain a simply dropped the ball! They had never mentioned anything about a credit of any kind before I contacted the BBB they only offered reimbursement for 1 of the shipping charges, but not both. 
  Sincerely,
  
  ***********************

  Customer response

  08/07/2023

  Correction, they have not refunded me either of the two 25 dollars which was for overnight shipping! 2 order took 4 days, part of the other order finally shipped today, 1/3 of that order has yet to ship. I definitely did not receive the services I paid for!

  Customer response

  08/09/2023

  First off I finally got my package from original complaint, however when I opened the box they sent the wrong items that didnt even fit my machine. Then they expected me to drive 30 miles to the nearest ***** drop off to mail their screwup back to them. So her I am still waiting for the 50 dollar credit for the overnight shipping I paid, and am still waiting for my needed parts! Next thing is I ordered a tire that is supposed to arrive Thursday according to the order, but once again it is arriving a day late! Im betting ***** will drop the ball again and change the date to next Monday before its over! 

  Business response

  08/11/2023

  Hi ****, 

  On 8/8 you were issued 45 in credit for orderm18368294  , Part of this was the shipping charge, the other $20 was for the inconvenience of your order delays when you talked with our team lead. You were also refunded the ***** (25 for *** and **** in tax) from m18368206  on 8/8. I'm happy to refund the other $25 back to your original payment method which i will process today. I apologize that your son missed his race. Unfortunately shipping delays do happen and we try to make them right the best we can. 

  Customer response

  08/15/2023

   
  Complaint: 20426374
  
  I am rejecting this response because: 50 is what needs to be issued my original payment method.  That is the extra costs associated with the overnight shipping.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got on the motorsport.com website looking for parts for my motorcycle. Put in all the information to search for compatibility on particular parts and ordered. The parts arrived. They were not compatible with the year make and model of my bike, and when I contacted them, I was assured I could return the items. they only did a partial refund and indicated that I was responsible for shipping. My complaint is that their website is not up-to-date and there are at least two parts that did not match my model of bike that was clearly put in. I dont believe I should be penalized because their website is not up-to-date in terms of compatibility.

  Business response

  08/03/2023

  Hi *****, 

  I want to apologize for our initial mistake in charging you for the label, If there is an issue on our site we 100% want to take responsibility and get you taken care of. you did call us yesterday and our Gearhead got that label fee of **** refunded to your original payment method. I've gone ahead and added ******************************************************** hopes you will give Motosport another chance for your business in the future. I hope you have a great day!  

*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. ↩