Report: #1040121


  • Submitted: Tue, April 02, 2013
  • Updated: Wed, April 03, 2013
  • Reported By: Clif — santa rosa California
    5014 HAMPTON ST
    VERNON, California
    United States of America

Show customers why they should trust your business over your competitors... not to be trusted.
     Purchase a set of Alpine speakers.  Was told if they didn't fit could return them for full refund less my shipping.  The website is clear.  "Free Shipping".
     The speakers where to small for the hole that was already in the car.  I called and was given an RM number for return and was told "There would be no charge as long as the items had not been installed".  So I returned them.
     Sixteen days later I checked my credit card to see if there was a refund.  No.
     So I called them and they said the credit had just been posted.  Fine.
     Next day I get an email showing a refund transaction.  However they have deducted the shipping cost, not the one I paid which was $19.73, but the one they had paid which was $11.95.  I had noted that they had indicated a weight 20 pounds on the package, but when I shipped it the weight was 23 pounds, so not only are they ripping me off, they are ripping of UPS.
So I called them again today and found that their policy was a 15% restocking fee, which is not what showed on the refund email.  And that it was policy to charge a restocking fee on all returns. Only exchanges are exempt.  Of course it was all in the fine print, and what I had been told was not the policy.
     Unfortunately for me I had ordered two more sets of speakers two days earlier thinking I had received good service.
     Imagine, they are willing to sacrifice a good customer for $11.95, and they said it was because they were not able to sell it because I had it.  In truth, I had it for 4 days, and they had it for 16 days in their receiving department.
     I am sending back the two speaker sets I purchased for a total of $284.82, actually not sending, just rejecting.
     This is a company not to be trusted.  Small print, lies, and the worst customer service I have ever come in contact with.
     I am also sending this same complaint to Alpine so they are aware of the kind of company that is selling their product.
     They would rip me off for $11.95, loose a good sale, and a good customer.
     That's just plain stupid, and if I were the owner I would fire the person that dealt with me, or myself if I were that person.  A totally inflexible moron.
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This report was posted on Ripoff Report on 04/02/2013 04:30 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report


AUTHOR: Clifton - ()

    Just amazing.
I am here with the first return receipt and the total is $19.73.  And the said their cost was "around" $40.00.  Like pulling numbers out of thin air, yet they have a UPS account, so should know the exact amount.  They have my account right in front of them and there actual cost as reported on my refund was $11.95 as I mentions before, not around $40.00.
    They mention the so called promotional "free shipping".  I think that means "free shipping", not free shipping if you return it.  I ate the $19.73 shipping as I expected, but I did not expect to be charged a Restocking fee, which they refer to as shipping charges, but call a restocking fee especially when I was told there would be no restocking fee as long as the item was not installed.
The truth is still that some idiot was willing to have a dissatisfied customer over $11.95 and lost a $284.82 sale.  That's just plain stupid.  And since they still feel justified in their position, I still feel justified in mine.
    I did make a mistake on my first order.  It was not the correct size and I had to pay for my mistake by paying the return shipping charge.  But I have not lied as they have in their rebuttal.  They deceived me and they have deceived UPS regarding shipping weight to save a few bucks on their end.
    This is the first time in 50 years of buying merchandise that I have had a dealing like this.
And buy the way.  Ten minutes after I discovered that they had intercepted the shipping, I had ordered they same items from a different company for 8% less than there 6% special price.
   Note.  There is no apology in their rebuttal, just that it was all my fault.  If you do business with companies on Ebay, that all say the same thing.  "If you have a problem please contact us before you leave negative feedback so we can solve the problem".  Not these guys.  They don't care as you can tell by all of the other RipOff complaints they have received.
Nice not doing business with you.
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#2 UPDATE Employee

Rebuttal To Complaint

AUTHOR: MariOCS - ()

Customer placed 1st order on 3/8/13 for 8 subwoofers which were shipped free to the customer, however we still pay for the shipping, actual shipping for this order was around $40.00. Order was shipped and delivered.
Customer called in on 3/13/13 wanting to return the units because HE had ordered the wrong size. He needed 10 subwoofers. When we received the order back to us he was issued a refund minus the small shipping fee of $11.95. We waived the restocking fee plus some of the shipping cost due to customer satisfaction.

On 3/30/13 customer placed another order with free shipping. Which we shipped for free. He then proceeded to call and threaten us with issuing a dispute, so that left us no with no option but to have the package intercepted and returned back to us. Once we get confirmation that order is being returned back to us from ups customer will be issued a refund.
And on this order we have also paid to have it shipped to customer.We are not liable to reimburse shipping cost for wrong items ordered by a customer. It is the customer's sole responsibility to make sure they are ordering the correct items for their needs. And as far as our policy is concerned it is all explained in detail and bold letters under Shipping, Return Policies. As shown below:

Associated Fees      All returns for refunds are subject to a restocking fee of 15%. Shipping charges are non-refundable. This includes shipping charges that were originally waived due to a promotion and the shipping cost incurred on return shipping to

Return Shipping     The cost to return merchandise to for refunds, exchanges, warranties, and DOA products is the sole responsibility of the customer. This cost can be equated to the cost of driving back to
any local retail store to complete a return. is not responsible for any shipping costs associated with these returns.
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