• Report: #718943

Complaint Review: JUST SUSPENSION

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  • Submitted: Mon, April 18, 2011
  • Updated: Tue, December 13, 2011

  • Reported By: co77493 — houston Texas United States of America
JUST SUSPENSION
Internet, North Carolina United States of America

JUST SUSPENSION KYBOUTLET TERRIBLE SERVICE RUDE POSSIBLE RIPOFF Internet, North Carolina

*UPDATE Employee: Thank you Harris

*Consumer Comment: Rational people driven Crazy here!

*Author of original report: MONEY REFUNDED !!! Final update !!!

*Consumer Comment: P.S. You're wrong about Amazon's Return Policies

*Consumer Comment: Item was never delivered though!

*UPDATE Employee: Not even Amazon.com gives refunds before the items are returned

*Consumer Comment: Bad customer service to say the least!

*Author of original report: 4/26/11 Damaged package still not back at JS

*UPDATE Employee: James will receive his refund once the items get back to us

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Hey, a BMW guy here having terrible issues with this company.
 
I am out to tell everyone to STAY AWAY
 
I saw the slick website and called to make sure they had my struts in stock.
 
Girl says "yes they're in stock in the wharehouse"
 
Great, place order, credit card charged
 
Then, After about 6 days I call to find out why no tracking number rtc
 
"oh, we don't "really stock them"  they are coming from manufacurer in Arkansas then ship to Atlanta, then to us in NC, we will box them up and ship to you"......WTF....??
 
"Should ship today"  Call next day for tracking number.  "Didn't ship, should ship today, we will upgrade your shipping"  finally shipped.
 
FedEx, out for delivery.....then 2 hours later "delivery exception notice"  item(s) damaged, returning to shipper, will not deliver.
 
Call them today wanting my money back.  Talk to Luke Hamby, Pres Tel: (704) 235-0135  His response " as soon as we receive them back from FedEx we will evaluate them and process any refund"  Another WTF moment..???
 
So, I am out almost 500.00 and at the mercy of FedEx getting the stuff back to them BEFORE they will even start the refund process....
 
THEY DO NOT STOCK ANYTHING, IT'S A COUPLE OF PEOPLE IN AN OFFICE WITH A SLICK WEBSITE.
 
19 complaints at the BBB http://www.bbb.org/charlotte/business-reviews/auto-parts-and-supplies-new/just-suspension-in-denver-nc-123595
 
His reply to this "Every company has issues with the BBB".....really...??
 
I am posting on every car forum I can find, probably never see my money because of these postings.

This report was posted on Ripoff Report on 04/18/2011 09:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/JUST-SUSPENSION/Internet-North-Carolina-/JUST-SUSPENSION-KYBOUTLET-TERRIBLE-SERVICE-RUDE-POSSIBLE-RIPOFF-Internet-North-Carolin-718943. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 7Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Thank you Harris

AUTHOR: Just Suspension - (USA)

We are happy to be hearing from you again after all this time, we look forward to hearing your positive reply as we discussed.

Thanks!
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#2 Consumer Comment

Rational people driven Crazy here!

AUTHOR: Carguy - (USA)

This company is enough to drive Mother Theresa mad!  Crazy!  Irrational! Pit Bulls should be legal since they are gentle compared to Just Suspensions!!!  42 complaints at BBB is Not Normal.
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#3 Author of original report

MONEY REFUNDED !!! Final update !!!

AUTHOR: co77493 - (United States of America)

I just received an email from Just Suspension telling me that my card has been credited for the FULL amount of the order.

While the funds are not yet showing up on my card, I think this is worthy of a FINAL UPDATE....

FedEx has really screwed both of us on this deal, BUT, I will give credit where credit is due(no pun intended), and Larry did come through and issue my refund, in full, no "rebox" or "restock" charges.

Realize too, he STILL does not have the damaged package back at his location...

Between the runaround from FedEx and all the hassles, I am glad this is over.

Would I buy from or recomend Just Suspension again?  Probably not.

Are they a scam outfit?  No.

Is their website misleading?  No, provided you read every single disclaimer, word for word.

Am I finally satisfied?  YES, New shocks/struts on my BMW and a refund from this fiasco.  It is all I ever wanted on April 5, 2011 when this all started.
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#4 Consumer Comment

P.S. You're wrong about Amazon's Return Policies

AUTHOR: JustAnotherConsumer - (USA)

To Company Owner: Since you seem to compare your customer service and policies to Amazon and went on to say that they don't refund monies for "several weeks" I decided to see for myself. A quick glance at their Refunds Policy page shows your statements to be totally in error. The average refund time for purchases made via credit card is 3-5 business days. The longest refund time is for purchases made directly from a Bank Account (i.e., electronic check) but that is limited to 10 business days. This does not equal "several weeks" as you stated. Of course, these dates are after the item is received back at Amazon. However, as stated in my previous post, the customer cannot return an item that was never received, so that does not apply!

The closest "return" situation I could find that would fit OP's situation (i.e., customer never laid hands or eyes on the product) would be their "Refused Item" policy which states:

"If you refused a shipment and you haven't received a refund within 10-15 business days of the date the shipment was refused, please contact us for additional assistance."

OP never even had a chance to "refuse" the shipment (FedEx made the decision to stop shipment and return it to the company). Even so, if your refund policies are as good as, or better than, Amazon's then it would appear that OP should get his refund regardless of when the item is received back from FedEx. Read the quote above closely... it does NOT state the refund would be given 10-15 days after return-receipt of the item. It says the refund would be given 10-15 days after THE DATE THE SHIPMENT WAS REFUSED. That would be the date that FedEx decided not to deliver. (And yes -- I do know that "business days" stretches things out a bit, but if OP's dates are correct, then it's been over 15 business days since FedEx turned the package around).

Next time you might want to check the actual refund policies of a company before saying you offer better service than they do. It took less than a minute to go to Amazon to see that wasn't true.

Best of luck to you OP. Hope you get your refund soon.

And for anyone wondering -- I have no idea who OP is, nor do I have any affiliation with any company related to the automotive industry, parts industry, etc. so I'm not a disgruntled/jealous competitor by any means! I just read the original complaint and thought that OP had very good points. The subsequent responses by the Owner seem to back up OP's claims of poor customer service and/or indifference to his plight.
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#5 Consumer Comment

Item was never delivered though!

AUTHOR: JustAnotherConsumer - (USA)

The return policy is irrelevant because the item was never delivered to the customer. He is not returning the items for a refund... he is requesting a refund for items that were never delivered. That is the difference. Give the guy his refund and recoup your losses from FedEx. I'm sure they have a policy to cover you when this type of thing happens. Either way, your issue is with FedEx and not the customer.
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#6 UPDATE Employee

Not even Amazon.com gives refunds before the items are returned

AUTHOR: Just Suspension - (USA)

Reality check folks:  Refunds are promptly processed when items are returned.  It does look like Fedex has royally screwed this one up, and we are going to eat hundreds of dollars of damaged parts.  We accept that as part of doing business.  However, not even Amazon.com offers refunds before items get back to their warehouse.  Read their policies, they dont even promise a refund for several weeks after is gets back.  We are much better than that.

Use discount code RIPOFF for a great deal on parts at www.justsuspension.com.  Check out why over a million customers have been regular customers since 1983.  Thanks!
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#7 Consumer Comment

Bad customer service to say the least!

AUTHOR: JustAnotherConsumer - (USA)

One thing the OP and Owner of the Company both seem to agree on is that the items were damaged IN-TRANSIT BY FEDEX. The customer never received the items, so it is ridiculous for the company to hold his refund hostage until those items are returned by FedEx. The problem should be between Company Owner and FedEx, not between Company Owner and customer.

It's simple: The customer paid for something they never received and are now being delayed their rightful refund due to a delay by a 3rd party (FedEx). What would the company's stance be if the items had been completely lost during transit? Would the customer still have to pay for them until FedEx found them? I seriously doubt it.

To use your (Company Owner) Walmart analogy: How would you feel if you went to Walmart to buy a large TV. You pay for it in full, but they insist on having one of their employees load it up for you. Instead of putting it in YOUR car, the employee puts it in his own car and takes off for his lunch break. You wait at the store for him to return, but when he does, he's been in a car accident and your new TV was damaged as well. Now, the manager of the store comes out and says, "Oh, sorry about that. We'll be happy to give you a full refund once our employee has worked enough hours to pay off the damage he caused. Until then, you'll just have to wait. Have a nice day." You wouldn't stand for that and neither should your customer.

He paid in full, he waited patiently, the shipment never arrived because it was damaged in transit through no fault of his own. Give him his money for heaven's sake! If you have any expenses related to this matter that are NOT resolved when your parts get back to you, take it up with FedEx. They are the ones who caused the damage and the delays. It's NOT your customer's fault! Honestly, if this is your idea of customer service, you need to take a refresher course!
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#8 Author of original report

4/26/11 Damaged package still not back at JS

AUTHOR: co77493 - (United States of America)

Updating my situation.

Now Tuesday 4/26/11

Original order place on April 5, 2011

FedEx has STILL not returned the damaged shipment back to JS, this is 10 days since they were unable to deliver it to me.

By using FedEx Home Delivery (instead of Ground), it adds about 4 days to the transit time.

It is not JS fault that FedEx is having such a delay in returning the package.

I do want to let people know that my local Advanced Auto Parts (national  chain) matched the price and had them in stock.

I now have all new Monroe shocks and struts on my BMW for 5 days.

And, as far as the Walmart comment, Walmart does not take your money and tell you to wait 3 weeks, they give you the merchandise at the time of the purchase.  Not a great analogy.
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#9 UPDATE Employee

James will receive his refund once the items get back to us

AUTHOR: Just Suspension - (USA)

We are sorry that fedex damaged Mr. Weavers items.  Fedex stopped his package when that damage happened, and turned the items around back to us. (they are in transit right now on April 18 2011)  James asked us to not send replacements, so once it gets back here we will process his refund back to his card ... promptly and in full.  He has been so upset and beside himself about this, that we cannot have a rational conversation.  Does Walmart give you a refund before you take the items back?

We have been in business since 1983 and are happy to help.  We literally have millions of happy customers.  Place an order with us and use discount code RIPOFF and let us prove it to ya.  You will see that rational people save serious money by buying from us.

Thank you!
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