ComplaintsforDaystar Products International, Inc.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Website stated it had my needed products in stock so I made a purchase for the below items-Nitro Gear & Axle Set 10 Rear Wheel ************** Kit for Jeep Wrangler JK 2007-2018 and Jeep Wrangler JL 2018-2024 Quantity : 2 Id like to emphasize in stock. A few weeks go by no shipping notice. I then called on May 8 to check the status and was told it would not ship until August, and that was potentially. It may take longer. I spent the next few days sourcing the products locally. On May 13 I requested a refund and cancellation to the card charged. On May 24 I called again as I did not receive my funds, and was told the refund process had not even been initiated.

  Business response

  05/29/2024

  We apologize for the delay in refund. It looks like the refund transaction went through on 5/28 - I have attached the receipt. 

  Customer response

  06/04/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a front and rear bumper along with a spare tire carrier from Daystar Products International on March 13, 2023 and paid them $2269.29. They said that the front bumper was on backorder and I waited for months. Finally they shipped the tire carrier and rear bumper although they said they would not ship items separately. I did not install the bumper because I was not going to install a bumper that didn't match the front but I did install the spare tire carrier. I called DPI constantly trying to resolve this issue and check on the bumper to arrive and was always given a date to expect it which is why it has taken so long to submit this complaint. Finally, I gave up and tried to cancel the front bumper and wanted to return the rear bumper. The return request stated that I had to pay shipping and a restocking fee and because it had been so long they could not refund my money to PayPal and they would have to send a check. With total loss of trust in this company I was not going to send the rear bumper back putting myself further in the hole and ask for a check to be sent. I was told that my option for the rear bumper was to try to sell it. I have contacted this company probably a dozen times by email and a dozen times by phone with no resolution. I would like them to return my money and send a paid shipping label for the rear bumper.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction Date: 12/1/22 Invoice: ****** Invoice amount $717.17 TORS-M226 Nitro Worm Gear Posi, LSD, ****** Titan M226 Rear, 32 Spline I have a email string originating 12/23 through 1/25/24 notifying the seller that the item purchased has not been installed and item sold is NOT for a ******USA Titan M226 differential as sold. Response from ***************************, Brand Manager Nitro Gear: 12/26/23 We have determined it to be mis machined or mis boxed, I am leaning towards it was placed in the wrong box, as we have had no other similar situations with the unit.As soon as I get news, I will keep you in the loop. I request update on 01/02/23 Response:On Jan 9, 2024, *************************** <***************************************> wrote: This has been turned into the accounting **** , due to the time frame of the original purchase a check will be mailed can you provide us with your current address if it does not match your invoice...Best thing for to do would be purchase the replacement and get your truck on the road. As we have no options then to refund at this time. Multiple attempts to get a timeframe for refund. Esculated to ********************* who passed to *************************.On Jan 19, 2024, ********************* <************************************> wrote:?****, I am turning to you on this situation as you are the ** of the ecommerce side of the business, ***** is a JTs customer, he had ordered some ******************************************* for a ****** Titan in the early part of 2023, it is a project build, he tried to install the parts in December 2023 and they do not fit, either mis packaged or mis labeled, he was working with ***** and ****** (please see email thread below between ***** and *****), ****** was working on this and was flagged by accounting because of the time frame to return parts had been to long. Can you please see what you can do on this situation for *****.Thank you,********************* | General Manager DPI No response from seller since No refund check issued or received emails/messages left are ignored by DPI

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 10/12/2022 I placed an order by phone for automotive parts from Nitro Gear & Axle which is a Daystar Products company and paid for the items with my **** Card ending in #**** in the amount of $2,810.10 was posted to my account on the same day with the reference number of #****.They were able to ship a few of the items to me but not all of them. After waiting for over 2 months for the balance of the order to arrive I decided to cancel the order on 12/30/2022 and return the unused items for a full refund. Return authorization forms were sent to me and I returned the items. After doing this I never received a refund.I have not been able to get any help whatsoever in getting my money refunded to me from this company. I need help with this situation.

  Business response

  11/07/2023

  *************,

  I apologize for this situation. Please know that I have personally taken on reviewing this complaint and will respond with an update as soon as I am able to review your complaint in its entirety. You are already aware that there are a lot of parts to this so please be patient with me as I work thru it all. I will respond as soon as I complete my review.

  Customer response

  11/15/2023

  I'm sorry for the late reply but up to this point, complaint #******** has not been resolved. I read the response from Daystar but have not received a refund or any other correspondence from them. I do not want this complaint to be closed as a resolution has not been reached.

  Please let me know if you have any further questions for me.

  Thank you!

  *******************

  Business response

  11/22/2023

  *************. I am still working on your concern. I was out of the office but have since returned. I am back and working on this for you. I will forward an update when I have it.

  Thank you

  Customer response

  11/28/2023

   
  Complaint: 20782169
  
  I am rejecting this response because:
  10 business days have passed since I received the first response from this business and still no resolution to this situation. I'm told that it's being addressed but up to this point, nothing has been done. This has gone on unresolved for over a year now, clearly not a priority for them to return my money in a timely manor.
  Sincerely,
  
  *******************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a axle from them April 5th 2023 Said it was in stock, and would be delivered within the week. They Charged me $246.11 They waited 2 weeks to tell me they are out of stock, so I then Canceled the order. No problem I have called, and talked to them 3 times on the phone, and canceled the order.But never receive confirmation Every time I call they say there is no record of a cancellation. They are refusing to refund me my money.

  Business response

  04/27/2023

  *******************

  I am looking into this now to find out what is happening with your refund and order cancellation. Can you please provide more details?

  * Order number

  * Representative(s) that you have communicated with and how you communicated

  I currently only see your order being submitted on our website, no other activity.

  Thank you, ****

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  ordered through their ***************** website, which is an off-road vehicle parts store 07/26/22 total of purchase ******* company sent me incorrect parts which I eventually returned, they provided me with a shipping label to return the one item. upward of ******* up until now I have not received any updates on when to expect my refund. whenever I call or e-mail they just redirect me to another person, I wait a while for a reply and the same thing happens, that person says they are not responsible for sales and once again they give me another email address or phone number. it has been months now will no updates.

  Business response

  02/09/2023

  The customers return was located in the warehouse, checked in and refunded in full today - 2/8/23

  We would like to apologize for the delay in this matter.

  Sincerely,

   

  ********************* - Nitro Sales Manager

  Customer response

  02/14/2023

   
  Complaint: 19362819
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I have contacted PayPal to see if a refund has been issued. up until now none has been received. PayPal recommended I use the website ic3.gov to dispute the charges. please advise what to do next

  Business response

  02/17/2023

  I apologize for sending inaccurate information. This transaction requires a manual check from our corporate office to be cut and mailed.

  I have requested notification when the check has been processed - I will forward information to you when I am updated.

  Sincerely

   

  *********************

  Customer response

  02/28/2023

   
  Complaint: 19362819
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Is there an ETA of when this Check will be sent out?I haven't received further info on it.
  
   I cannot just click the "accept business response" until there is proof of being refunded. thank you for your understanding. 

• Initial Complaint

  10/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered the wrong part for my truck. Contacted customer service and I was given an RMA# to exchange the product. Immediately sent my current product back and paid for shipping myself. Ive been given numerous false ETAs on the status of my new product over the course of 7 months, leading me to cancel the order and request a full refund. I have a full email chain tracking the timeline and unprofessionalism of this whole issue. The two employees I have been working with are ********************************* ******************************************* and ************************* ***************************************** I have had to contact them multiple times to make sure things are moving along and now I am getting no response for the second or third time. I have still not received the $632.12 that is listed in the attached RMA.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Around 5-21-2022. I ordered a axle bearing from Nitro Gears. Website stated part was $23.00 plus shipping. After they shipped it to me they charged me $83.00 plus $11.00 dollars shipping. I contacted them and told them I was sending it back for a refund. They gave me the return information. I paid another shipping charge of $19.00 to return it. They received the idem back on June 27th . I have conformation from *** it was delivered but they will not issue my refund. At least 5 phone calls and 4 Emails plus voice mails and nobody returns calls or Emails. I'm out 130 bucks and I have nothing to show for it. Nitro Gears has my money and the idem I returned.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,I am reaching out for help in obtaining a refund. I placed an order November 4, 2021 for several automotive parts. I received some of my order however when I checked on the remaining items, I was told they were on back-order and they did not have an ETA on when they would be back in stock. After 3 months of awaiting restock, I requested that the remaining items on the order be cancelled and a refund issued. To-date, I have not received a refund.Order number: ***** Refund amount due: $462.92 I have spoken with ********************************* in **************** via email and phone on numerous occasions the past several months and each time she has attempted to escalate/expedite the request both to her manager and finance. She indicates that it has to go to Corporate Finance for processing and it usually takes ***** business days. Our last correspondence was August 8th, 2022 where she indicated she alerted the ************* of the refund issues and hopes that the contact will help.I feel like I have been more than patient and given them more than enough time to process my request. Im hopeful that with your help, we can come to a resolution.I've attached a copy of my original invoice along with copies of email correspondence that details some of the conversations I've had.Thank you in advance for your help.***********************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 5th 2022 I ordered a set of Lockers for a jeep I am building. After opening one axle a week later I called the company and cancelled one of the lockers on my order and requested a refund for it because I no longer required it. I received an email on April 11th stating the other locker (the one I had not cancelled) was backordered with an ETA of 2 weeks. I replied to this email from ****** on the 2nd of may and requested an update on my order and inquired as to the refund I had not received for the other part, I got no response. I have called in several times to find out what is going on and ask about my refund and why I have not received it and it seems I am getting the run around from *****, or the people above her. After a few phone calls and the date for my backordered part being pushed back again I requested a full refund and a total order cancellation. I requested and received an Email from *********************** after my last phone call with them on June 10th stating my order was cancelled and I was scheduled to receive a refund the next week. I gave them over a week to get an email stating a refund was started or to see the funds in my account and I have received neither. I am hoping that the assistance of the BBB will help them to get my refund going. Unfortunatly for me the majority of my coorespondance has been over the phone, but I attached a screenshot of the cancellation/refund email I received last from *******

  Business response

  06/22/2022

  Tye, I have reviewed the information you provided and tracked the emails between you, ***** and Accounting at Corporate. It appears that you opened a case regarding your payment. Accounting was able to process the refund in full on 6/21/2022. It has been my experience that the funds should be available in the next couple of days. I do apologize for the delay here as we are still very short handed in our accounting department.

  Sincerely,

  *********************

  Nitro Sales Manager

*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. ↩