Autoplicity.com

Hello, The customer did not return the order complete as stated above. The item is sold in a pack of 10, the customer returned 19. We cannot and will not resell an item that is missing a piece. We also cannot just refund the customer for the missing item, it does not work that way. Unless the...

customer returns the missing piece of the order NO REFUND will be issued.

Hello, A full refund has been issued to the customer as of 2/24/2016. It takes up to 72 business hours for the funds to reach the customers account. That is completely out of our control. All credit card providers along with market places take 72 hours to release your funds. We have done our part.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Too bad one has to contact you before an A+ company does what is right.
Sincerely,
[redacted]

The customer's complaints fall under warranty issues. As a courtesy we will refund the customer upon the customer returning the items.

Initial Business Response /* (1000, 5, 2014/07/16) */
I've been on a call with this customer for over an hour working out this problem. No where on the product description does it state that this is a "gallon" item. The picture shows a generic photo of a similar product. The part number...

ordered was exactly what that customer received. As a resolution, the customer was refunded in full and allowed to keep the product received. We will NOT be shipping out any other parts for this was not "false advertising" rather the customer wants free product. Can you please close this case?

Thanks In Advance,
[redacted] T
Autoplicity Inc.
[redacted] x [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First let me clarify, it wasn't an hour because I wouldn't waste that much time with this nonsense. No where on the product does it say gallon OR 2oz either. And Mr. [redacted] told me to type in "roy-XXXXX" into Google and I would get a gallon picture as well. Funny thing is, when I do that, I do get a gallon picture, but for autoplicity.com. And if autoplicity just gets generic pictures from the manufacture, why would they charge me shipping for the 6 gallons? Autoplicity.com knows they are crooks and what they are doing. It's not like they don't have a ton of complaints with the Revdex.com. I feel they have hugely false advertised with this product. If the pictures aren't accurate there should be a disclaimer and the product description should be VERY clear. And also, how come I was right with all 3 discrepancies I brought up to the company. First, the first customer service person said that it was their fault and the site was wrong, then when I have to argue with Mr. [redacted] about the shipping, he finally has to admit they were wrong, and then even Mr. [redacted] himself had to admit the company was wrong AND VIOLATED COMPANY POLICY, when my call WAS NOT recorded. Why is it that Autoplicity can have so many mistakes and VIOLATE company policy, and be soooooo rude to top it off, but not come through and solve this issue? I am not satisfied with Heubert response and is attitude about the matter.
Final Business Response /* (4000, 9, 2014/07/17) */
Hello,
As stated earlier, a FULL refund has been issued to the customer, also the customer was allowed to keep the parts received. We will NOT be shipping out an item that the customer did not order. Please see link below. The customer order part number XXXXX and received part number XXXXX. This is not false advertising, as the customer has already been told, the picture is just for reference. No company sells this part number as a gallon. Our description does NOT state this is for a gallon. Therefor this is not false advertising. The customer will not be provided free parts.
http://screencast.com/t/fbW9Qy3HLa

After purchasing a Rough Country 696N2 6.5-Inch X-Series Lift kit for my [redacted] order number [redacted] I soon noticed that the kit was missing parts specifically the upper control arm bushings. After calling Autoplicity customer support twice about the issue they stated that they would contact the warehouse and call me back each time. Well that never happened so I ended up buying new upper control arms so that I could get my [redacted] back on the road. I was very disappointed with their customer service and think that they should have actually tried to handle the issue. I'll never buy from them again.

I took this under review and found that, in this instance, our vendor is supply inaccurate information with regard to inventory levels.  We are currently working with them to resolve the issue and we will have it taken care of as quickly as we can.  Unfortunately, since the item is no...

longer available we cannot fulfill your order.  I apologize for any inconvenience this has caused. Sincerely,Autoplicity Customer Service

Hello, Since the last response, a prepaid shipping label has been provided to the customer to retrieve the package.  [redacted] The label has been issued as of 4/4/2016 and as of today there is still no movement. No refund will be issued until the product is sent back. We have done our part to provide the customer with a solution.

Initial Business Response /* (1000, 5, 2015/06/10) */
[redacted] Name and Title: Hubert ** C.S. Manager
[redacted] Phone: XXXXXXXXXX
[redacted] Email: [redacted]@autoplicity.com
Hello
The customer failed to follow our policy on returning the item. The customer shipped back the item without an authorized...

rma number. Shipped it back to our facility rather than to our returns address. A pre paid shipping label would have been provided to the customer, but since the customer did not follow protocol and shipped the item back we are left hunting down the item and confirming delivery. We will not be reimbursing the customer for return shipping cost. At this time we can offer the customer a 10% off discount on his next purchase.

Dear Mr. [redacted],I took this under review and found that the reason you are responsible for the return shipment is that it was determined you ordered the wrong product.  In cases where we are not at fault we cannot be held liable for the return shipping cost of a product.  That...

said, once you have returned the product we will be happy to provide you with a refund, less any applicable restocking fees.  I apologize for any misunderstanding regarding this matter. Sincerely,Autoplicity Customer Service

Initial Business Response /* (1000, 5, 2014/12/05) */
[redacted] Name and Title: [redacted] C.S. Manager
[redacted] Phone: XXX-XXX-XXXXext 101
[redacted] Email: [redacted]@autoplicity.com
Hello,
We apologize for the inconvenience our company has caused you. Please understand that our live inventory...

is a interpretation on what the manufacture or our distribution center has available. The issue lies when the manufacture cannot fulfill shipment in the timely matter, as stated to you previously the manufacture is in the processes of moving locations, therefore putting a hold on the shipments.
Our system is to notify you of any delay in your order. An email with an ETA is provided to you. It is then up to you if you wish to wait for your order or wish to cancel it. Keep in mind this issue only exists with products coming directly from the manufacture.
Our website is designed to charge your account the minute you check out. We honor hassle free return policy, if there is an issue with your order a refund is processed just as quick as you were charged.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that your company is at the mercy of the manufacturer in some situations. However, your claims on how the "system" works does not correspond to what actually happened in my situation.
First, I contacted Bilstein. Their representative told me that the move was completed some time ago and they are now working to resolve backorders. This person could be incorrect, but I would think Bilstein reps would know the status. Your company has told me both that Bilstein is "in the process of moving" AND that "the item is out of stock". Which is correct and why can't I obtain a consistent answer from your organization? Either the items are in stock and unavailable to ship from the manufacturer, OR they do not actually exist. I have been told both from your company!!!
Even now, your company knows of the inventory discrepancy and yet your website states that there are 112 units in stock. Why would you allow this mis-information to continue to exist while touting "live in-stock inventory" information? Why not add some nomenclature to indicate there is potential shipment delays on Bilstein products? Why not confirm this information immediately upon receipt of an order for Bilstein products? In other words, why not provide a marginally higher level of customer service on products known by Autoplicity to be potenitally delayed in shipping?
Secondly, in regards to your claim that "Our system is to notify you of any delay in your order." YOUR COMPANY HAD FULL KNOWLEDGE THAT BILSTEIN PRODUCT SHIPMENTS WERE PROBLEMATIC and have been for some time now. Other customers have sent very similar complaints to the Revdex.com regarding it, further lending legitimacy to my complaint with your company.
Furthermore, your statement that "An email with an ETA is provided to you. It is then up to you if you wish to wait for your order or wish to cancel it." The original order confirmation I received states that shipment will occur within 24 business hours. There is not one single comment that the item is shipping from the manufacturer, and hence no indication that I should expect any delays whatsoever. I only received an email after I called (after the 24 business hour shipment commitment expired) to inquire as to the shipping status. Your company did NOT take the initiative in notifying me until my call was made and certainly not within the commitment to ship the product within 24 business hours.
Finally, you have not responded to the fact that ALL of this happened when your company had complete and full knowledge that Bilstein was having difficulty in meeting shipments.
Your company should be ashamed. Accepting orders for products, charging customer for those products, and failing to initiate contact with the customer that those problems exist, with a high likelihood of delays occuring, and they have existing for some time - all the while with full knowledge that the problem exists. Even your cancellation notice to me states that these situations will prompt a cancellation of the order. Yet - your company took no initiative to contact me about the matter - nothing!
While I am glad that my refund is being processed, I cannot accept this response as a satisfactory response as there are inconsistencies with previous responses from Autoplicity, and with the information received from Bilstein. This in addition to the statements made in both this and other correspondences as to how these situations are handled and prevented at Autoplicity, yet they occurred here and in other customers orders. Please do not state your procedures/policies if you do not intend to use them consistently as eveidence by the numerous times they have occured with Bilstein products.
The fact is that your company knew well in advance that Bilstein shipments were problematic and did nothing to initiate a notification of it in order for me to take other actions to receive the product as needed.
Unless, Autoplicity can provide a consistent response to these matters, I will not accept their replies. The Revdex.com can keep the file open, or close it at their discretion as necessary.
Final Consumer Response /* (4200, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the fact that I have a full refund acceptable. However, to say your company has done "everything to comply" is simply nonesense.
Honestly, how can the Revdex.com give accreditation to a company that knows that a problem has repeatedly occurred and refuses to acknowledge thier complicity in allowing the problem to continue?
They promised "Live In Stock Inventory", yet do not correct it when that inventory level is found to be inaccurate.
They make numerous statements about how they deal with potential problematic orders, yet do not follow a single one of those statements with a supplier that is known to have serious delivery issues and has now for some time.
And the most troubling, they charge your credit card without confirmation of shipping, or in stock confirmation, and do not contact the customer when the delay is known thereby requiring the customer to initiate contact and either accept a delayed shipment or a full refund.
Then their ultimate and only resolution is to provide a "full refund" with a canned letter apology, and attempt to use this as the end all resolution, while allowing the exact same conditions to exist within their company.
They still show 112 units available! While I will get my refund, no I am not satisfied with Autoplicity response and their inaction to truly fix the problem that caused this to begin with - which all resides within their organization.
If Autoplicity wants my acceptance, then respond to my questions and fix the problems. Until then, don't bother responding with the typical canned form letter apologies or the "we gave a full refund so we must be honorable" reply.
Final Business Response /* (4000, 9, 2014/12/08) */
The customer was given a Full refund and explanation for the issue at hand. They do not find out explanation satisfactory, we have done everything to comply with the customers request. Can we please have this case closed?
--
Thanks In Advance,
[redacted]
Autoplicity Inc.
[redacted]
facebook.com/autoplicity

Hello
 
Please call the manufacture and the description for what you ordered- 90-17384. 
 
You will be told that this is just a replacement part for the winch kit, rather than a full winch kit. We did not try to cover up our mistake. You received the exact part number that was ordered. Since the time of your first complaint a full refund for $10.84 has been issued to you. 
 
Autoplicity will NOT be shipping out an additional products.

FALSE ADVERTISING
I ordered a grill guard from them on [redacted] for $321.08 with free shipping, I did not recieve a tracking number, but on [redacted] it had said my package shipped. I waited until the date that [redacted] told me my package should arrive, and a few more days and called autoplicity to find out where my package was. I was notified by the customer service agent that my order was cancelled and refunded. when I asked why he told me that it was a mistake on their end because they didnt mean to do free shipping for that item. I called [redacted] to try to resolve the problem and they wrote autoplicity a message saying I was refunded and cancelled due to the fact that the part was out of stock. after calling them out on the lie in the email between the seller, [redacted] customer service, and myself, they backpedaled and said it was because of both reasons. I will never buy from autoplicity again, and will advise others to do so as well. I believe they should be removed from selling on amazon.com for their irresponsible business practice.

My apologies for the delayed response.  I was fairly certain we had already responded but that either did not process as expected or there was some other error.  In any case, after receiving notice of this complaint we provided the customer with a refund for the shipping cost on this order...

on 10/20/2016.  This complaint should be completely resolved but if any further action is required please do let us know.

Do not trust this company! They are very dishonest.
They owe me money for a parts refund, and they continually refuse to process it.
I have been repeatedly told that they have "submitted the request" for the rest of my refund to be processed...but nothing ever happens with that.
An employee by the name of 'Collet [redacted]' has repeatedly told me that this would be taken care of as soon as possible. Its been nearly 2 months now.
This company seemingly has no integrity or self respect.
And they only owe me $28.24!
The way they have blown off this discrepancy is absolutely unacceptable and extremely unprofessional. They are hoping that I just forget about this, but I will not let this rest until I receive the full refund that they promised to me.

Dear Mr. [redacted]I apologize for the difficulty you experienced with your order.  We will be processing a refund for you today which will show up in your account within 1-3 business days.  If we can be of any further assistance please do not hesitate to contact us. Sincerely,Autoplicity...

Customer Service

Good evening,Thank you for reaching out and we will be certain to assist with the returns process.  We do apologize for the inconvenience you experienced and we'll reach out this evening with label information and next steps.  Once your order tracking information is received, we'll process...

the refund for you.  I'll also be sure to waive any additional fees.  We value your time and business and let us know if there's any way to be of further assistance.Feel free to also call: [redacted] and ask for a Supervisor if you run into any issues.Thanks again,[redacted]Director of Customer ServiceAutoplicity

Complaint: [redacted]
I am rejecting this response because: I have had to...

daily check for my refunds and still have one pending also there has been no change to the ad showing it was a mistake on pricing which shows intent as well as other products on their site having super low pricing. I am still waiting for a resolution other than the refunds. I have lost business sales opportunities as well as others I sent to their website so my reputation is also been affected. 
Sincerely,
[redacted]

Hello,
 
 As requested your order has been cancelled and a full refund has been issued to your account as of today. Please allow up to 72 business hours for the funds to reach your account.

Complaint: [redacted]
I am rejecting this response because:I received item on...

Friday 11/13/15 drop-shipped directly from [redacted].  You website stated you had "8 available" of this item which is very unlikely to sell in any volume.  Also when I called during the week I was told by a customer service representative that you did indeed have these items in stock.  The fact that you didn't have the item and had to drop ship it caused an unnecessary delay that in turn caused me to buy the item directly from [redacted] and they have it shipped overnight for $65.  I want full re-imbursement once I return the item for the item and the 2-day shipping I was charged.
. 
Sincerely,
[redacted]