Complaint Review: buyautotruckaccessories.com - Clifton New Jersey
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- Author Not Confirmed
- buyautotruckaccessories.com Clifton, New Jersey United States of America
- Phone: 8662055299
- Web: http://www.buyautotruckaccessories....
- Category: Car Parts & Accessories
buyautotruckaccessories.com Buy Auto Truck Accessories refused to provide full refund for defective product Clifton, New Jersey
*Author of original report: My issue is not resolved
*UPDATE Employee: RE: buyautotruckaccessories.com Buy Auto Truck Accessories refused to provide full refund for defective product
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I ordered a roof rack for my Mazda5 on September 1, 2010. In the ordering process I had to select what kind of vehicle I own, and my understanding was that the roof rack would fit my vehicle. Upon receiving the roof rack it was a "universal" type of roof rack which required cutting two pieces, which would have been okay, but the cross pieces were not wide enough. There was no way to make it work. We were going on our vacation that week so we made do without the roof rack.
In late September (within the 30 days required) I submitted a request for a return on their website, due to the product being an inappropriate size to be installed on my my vehicle. Several days later (10/4/2010) I received an email with a Return for Authorization number. I packaged up the roof rack and sent it back with tracking.
Weeks went by and no refund was credited to my credit card. I called the customer service number and was told they would get to the refund when they get to it, and that 6-8 weeks is completely normal. Approximately 6 weeks later I posted a message to the BuyAutoTruckAccessories Facebook page asking for attention to my refund. I received an email the next day from a representative stating she was working on it and would make sure I received it quickly.
A few days later the refund appeared in my account, minus $40. I responded to the rep asking why the refund was incomplete. She stated that they do not refund a "handling charge". I looked through all of my emails, and extensively on their website, and found nothing stating this. It does state they do not refund shipping, which I can accept. I paid for the return shipping to send the defective product back to them. However I do feel that if you ship a product that you led a customer to believe would fit their car, and it does not, that you should not then keep $40 of the customer's money. It is a ripoff.
Since the company will no longer respond to me, I feel this is the only recourse I have.
This report was posted on Ripoff Report on 04/15/2011 02:46 PM and is a permanent record located here: https://www.ripoffreport.com/reports/buyautotruckaccessoriescom/clifton-new-jersey-07012/buyautotruckaccessoriescom-buy-auto-truck-accessories-refused-to-provide-full-refund-for-718087. 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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#2 Author of original report
My issue is not resolved
AUTHOR: DBeckett - (United States of America)
SUBMITTED: Monday, April 25, 2011
Yes it says on your website now that a restocking fee of 15% is assessed for returns. It did not say that when I submitted the form for a return. Further a copy of the full email I received with the RMA # appears below and there is no mention of a restocking fee, only that shipping/handling would not be refunded. There was no shipping or handling itemized on my original invoice so how was I to know that a fee would be deducted. Furthermore since there is a dropdown selection for "Defective product" as the reason for the return, if your company intends to deny the defect and charge a restocking fee I would expect that you would mention that in the return RMA email, which you did not.
The RMA Email:
Dear Customer,
We at BuyAutoTruckAccessories.com understand that at times you receive items that you wish to return. Our goal is to simplify the process as much as possible.
Your Return Authorization Number for this item is 63A28CF3
----------------------------------------------------
RETURN SUMMARY:
Order Number: BA395D0A8
Part Number: AV3658-B
Reason for Return: We could not figure out how to make this roof rack work on our Mazda5. The crossbars appeared to be too short. We went on our vacation without it and would like to simply return it as we will get a factory rack instead before our next trip.
----------------------------------------------------
The following steps will ensure a smooth return:
1. Re-pack the items securely in the original packaging. Product must be un-installed, complete and in resalable condition.
2. Enclose a copy of the return authorization number and be certain to write the Return Authorization number on the Shipping Label.
3. Ship prepaid via USPS with Delivery Confirmation, FedEx Ground or UPS Ground. Please retain your tracking number.
4. Ship the product to:
Product Fulfilment Center - Bldg S-1
ATTN: Return Dept. RMA#___________
280 North Midland Ave., Ste. 190
Saddle Brook, NJ 07663
5. Shipping and handling charges are not refundable.
Sincerely,
BuyAutoTruckAccessories.com
-------------------------------------------------------------------------------
Regarding the lack of communication, I exchanged facebook messages with Madison West, the content of which appears below. She did not respond to my complaint that I was not presented with terms and conditions prior to submitting my return request:
Deborah Ellington Beckett
November 24, 2010 at 8:18am
The RMA does not say anything about a difference in cost:
Your Return Authorization Number for this item is 63A28CF3
----------------------------------------------------
RETURN SUMMARY:
Order Number: BA395D0A8
Part Number: AV3658-B
Reason
for Return: We could not figure out how to make this roof rack work on our Mazda5. The crossbars appeared to be too short. We went on our vacation without it and would like to simply return it as we will get a factory rack instead before our next trip.
----------------------------------------------------
The following steps will ensure a smooth return:
1. Re-pack the items securely in the original packaging. Product must be un-installed, complete and in resalable condition.
2.
Enclose a copy of the return authorization number and be certain to
write the Return Authorization number on the Shipping Label.
3. Ship prepaid via USPS with Delivery Confirmation, FedEx Ground or UPS Ground. Please retain your tracking number.
4. Ship the product to:
Product Fulfilment Center - Bldg S-1
ATTN: Return Dept. RMA#___________
280 North Midland Ave., Ste. 190
Saddle Brook, NJ 07663
5. Shipping and handling charges are not refundable.
Sincerely,
BuyAutoTruckAccessories.com
Deborah Ellington Beckett
November 24, 2010 at 8:20am
The original order summary shows a product subtotal of $185.95:
ORDER SUMMARY:
Order Confirmation Number: BA395D0A8
Date of Purchase: 09/01/2010
--------------------------------------------------------------------------------
BILLING INFO:
Deborah Beckett 525 Third Ave West Hendersonville, NC 28739
--------------------------------------------------------------------------------
SHIPPING INFO:
Deborah Beckett 525 Third Ave West Hendersonville, NC 28739
-------------------------------------------------------------------------------
PAYMENT METHOD: CREDIT CARD
-------------------------------------------------------------------------------
PURCHASED ITEMS:
Item: (2006-2010) Mazda 5 Minivan Aventura Roof Rack (36W x 58L) - Black
SKU#: AV3658-B
Quantity: 1
Price: $185.95
Total = $185.95
----------------------------------------------------
CLOSING SUMMARY:
Sub-Total:.....................$185.95
Shipping Charge:..........$0.00
Sales Tax:.....................$0.00
----------------------------------------------------
FINAL TOTAL:.........$185.95
Thank you for your order.
Deborah Ellington Beckett
November 24, 2010 at 8:21am
I could not find anywhere on the website, prior to ordering or just now, that states that some random amount will be deducted for
handling or restocking.
Madison West
November 24, 2010 at 9:20am
When placing the Return Authorization Request, you are agreeing to the terms and conditions of return which include a deduction of a 15% restocking fee and that any freight charges incurred to ship the product are not refundable. I hope I was some help to you and that this cleared up any confusion.
Thank you.
Deborah Ellington Beckett
November 24, 2010 at 9:42am
How can I agree to terms and conditions I was never presented with? There was no further communication from Ms. West or your company after this.
#1 UPDATE Employee
RE: buyautotruckaccessories.com Buy Auto Truck Accessories refused to provide full refund for defective product
AUTHOR: Madison W. - (United States of America)
SUBMITTED: Friday, April 22, 2011
Dear Ms. Beckett:
In response to your latest post, dated April 1st, 2011 we are surprised by your accusations and have concerns regarding your complaint. In this post, you wrote the following: Hey, I would still like the $40 back that you shorted me on a refund for a defective product, due to the "restocking" fee which is not mentioned anywhere on your website and shouldn't apply to DEFECTIVE products anyway. We felt we had answered you completely and satisfactorily in the past and are surprised that you now claim the part to be defective in some way.
The $40 (a 15% restocking fee totaling $27.90 and freight of $12.12) was withheld from your refund in accordance with our return policy which is clearly stated twice on the return authorization number request form that you filled out (located on our website). On top of this form, it states that: All returns are subject to a minimum restocking fee of 15%. All shipping and handling charges are not refundable. On the bottom, under Terms and Conditions it also states Non-Defective Returns are subject to a minimum 15% restocking fee. All shipping & handling charges incurred by BuyAutoTruckAccessories.com for the original sale of all products (including products shipped for free) will be charged to the customer. In order for your Return Authorization Number to be issued, you must have clicked on the box that says I agree to the terms and conditions of the Return Authorization Policy; therefore stating that you have read the above described conditions and agree with them. In fact, you made no complaint about these charges until after the credit was issued. On your RMA form, the reason for your return is We could not figure out how to make this roof rack work on our Mazda5. The crossbars appeared to be too short. We went on our vacation without it and would like to simply return it as we will get a factory rack instead before our next trip. Either the manufacturer or our customer service department would have been happy to assist you in installing the part and would have deemed it defective, if appropriate. Since this action was not taken, we issued an RMA based on our standard procedure for a non-defective product.
Another accusation we are concerned about is your claim that we are no longer responding to you. We have responded to and addressed every single concern that you have brought to our attention. We did indeed respond to your latest facebook post on December 1, 2010, where we explained the specific dollar amounts and why they were withheld from your refund.
We are sorry to hear that you are upset and hope that this clears up any misunderstanding.
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