Added on -, by Reviewer1448868
Review: The company sent incorrect product that was not a fit for our application. After self installation by my son was unsuccessful, we called Xanatos directly and we told them that the product installation instructions stated for ***** Nissan Pathfinder. They had hand written ** Jeep Cherokee on the box and included "universal installation instructions" in the container. The Xanatos rep ensured us that this part would install correctly. Since my son was unsuccessful in initial installation, he saved his money to get professional installation. The automotive shop confirmed that this product was incorrect for the '02 Jeep Cherokee. When going diurectly to Xanatos, they stated that it isn't their fault and since the product was purchased online, it's not their responsibility to correct their own obvious error (or deception, you decide). No exchange. This is the 1st time I have purchased something from them and unless you like rude customer service and incompetent business acumen, I strongly suggest you never do business with Xanatos Automotive.Desired Settlement: I want the correct part for an '02 Jeep Cherokee, not a product designed to fit a ***** Nissan Pathfinder.
To whom it may concern:
I spoke with ***** ****** ******** in regards to this issue and tried to assist him, also corresponded with Car ID; which is the company that *** ******** purchased the item from online. Please see the below correspondence between myelf and Car ID to resolve the issue.
Our mutual customer, *** ***** ** ********, purchased a Bull Bar for his son’s birthday on 7/**/2013. To his dismay, he received a box with a different part number than what he ordered. He called us and someone told him it was the correct one for his vehicle. We called Xanatos as well to verify fitment and we were told by **** that it would fit on 12/**, and he reassured us that it would definitely fit his son’s 2002 Jeep Grand Cherokee. Understandably, some mistakes were made.
The customer called Xanatos, You, earlier today to see if he can have the item exchanged for the right one and he states that the representative was very rude to him, even after confirming that the part would NOT fit his vehicle. He also told us that she was trying to find every reason why he could not return the bar.
I spoke with ***** later that afternoon to see if we can get authorization to have the Bull Bar exchanged for the proper item. This customer does not want a refund. He just wants the proper replacement. Attached are all the photos to show that the item is in full resalable condition and the misleading paperwork and the box.
Again, He ordered part# *** and received ****. I am just trying to get this customer the right part. He has already filed a claim with the Revdex.com against Xanatos-Blackhorse, but is willing to remove it if this gets solved. ***** is a internet marketing professional for Intel, and he did advise that if he does not receive any sort of resolution he will continue to file complaints all over.
I do understand that it is out of the return period, but it’s not a matter of getting money back it is getting the right product. Please assist us in helping this customer.
Thank you for your prompt attention to this situation, and thank you for taking the time to read this lengthy email.
Unfortunately, the photos are not all contained within this email, there will be a total of 3 emails with photos.
I spoke with this gentleman yesterday who was rude and yelling about this issue, as I tried to figure out when this item was purchased. He stated that he purchased the item in August or September of 2013 for his son’s birthday and that it didn’t fit, he contacted us, was told it would fit, and the reason it took so long is that his son had to save money to get it professionally installed, I did not find the PO until an Onyx **p contacted me later that afternoon. As I told him he had to contact Onyx and then someone from there would contact Xanatos. I never confirmed anything about the wrong item being sent as I can’t determine that without pictures to see exactly what was sent. As I discussed with Onyx yesterday that so much time had lapsed and that I would have to speak with my boss, I spoke with him again this morning about this issue and we are sending out the B40 which fits the ***** Jeep Grand Cherokee/***** Jeep Laredo Brackets and hopefully this will resolve this issue.
I have reviewed the response made by the business in reference to complaint ID# *****, and have determined that my complaint has NOT been resolved because:
I have yet to receive the replacement parts and the Xanatos customer service rep made some inaccurate statements and that should be a matter of record as much of the complaint was due to shoody customer service.
Her statement: "I spoke with this gentleman yesterday who was rude and yelling about this issue".
This is absolutely not the case, I was never rude, nor did I yell, but after many instances of her telling me that this couldn't possibly have been their error and that it was my fault for waiting so long, I did tell her that she wasn't listening and that I would file a Revdex.com complaint. She also told me multiple times that this was not the right product for the '02 Jeep and never tried to assess what might have gone wrong with the "wrong size" brackets... She also never asked for pictures or any additional information other than the Bull Bar part number. She repeatedly said this was the "order takers" responsibility, eventhough CarID had sent me directly to Xanatos for resolution.
Also, while Xanatos has reportedly sent the new brackets, they have yet to arrive at my home, so how can this issue be resolved at this point? Once the parts arrive and are indeed deemed to be a correct fit, I can then close this complaint, but I do not accept the Xanatos customer service reps account of events that have transpired as she is having, "selective recall", and somehow sees no culpability on her part for this escalation. I am 51 years old and have dealt with thousands of customer service reps in my life and I've filed exactly "ONE" Revdex.com complaint.
I just received and read *************'s response, I never once raised my voice and stayed on the phone for over 15 minutes trying explain the companies policy, also searching for the order which he said was purchased back in late August or early September of 2013; was actually purchased on July **, as he was screaming and yelling about putting the company on Facebook and writing negative reviews, as well as filing this complaint, during our call I even asked him to hold on while I questioned what we could do to assist him, he hung up and called back and was transferred back to me and said I hung up on him, which I explained that I did not, that I asked him to hold on while I looked into the matter. I sympathize with *** ********, but I don't have the authority to make a decision without first consulting with my supervisor or my boss first. I spoke to the car ID Representative right after speaking to *** ******** and asked if he could send pictures which is our process in some cases to see exactly what the issue is with the item and I had the technical person look at the item in question to see if the item was correct, once he confirmed that it was in fact the wrong item, I contacted Car ID and let them know a replacement would be sent which was processed on 1/***/14. We are a whole sale company and have people who try to return items that have been used or they just don't want anymore, so I have to questions the reason for the return and I'm sorry if *** ******** was offended, but please understand that this is an order from July, of 2013. As of now our record show that he received and signed for the replacement on 1/***/14 at 2:34 pm. Tracking# **********. Hopefully this resolves the issue and we do apologize for any inconvenience this may have caused him.
I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The new brackets have arrived and while they do bolt to the car, the fitment is very poor (~3CM off of alignment to the bull bar and the vehicle has never been in a collision). Additionally, the "in line" welds on the brackets look amatuerish and clearly show that these brackets were not designed for the year and model of my sons vehicle (I very much expect these brackets to fail within months of installation). I catagoriaccly reject the Xanatos reps statement that I, at any point, screamed and yelled, this is a gross misrepresentation, once again designed to deflect from her accusatory statements and implication that this could not possibly have been the part that was ordered. I am at the point that even writing additional emails is a worthless effort to get this resolved as it is blatently obvious that I was sent parts that are a complete hack job for my sons make and model. I consider this matter closed with my final statement that I have been sold a "bag of goods", by a company that allows their customer representatives to be rude, accusatory and just plain incompetant, not to mention disingenuous.
I no longer wish to continue this matter, it is not worth the ~$350 expense.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.