KIXX Motorsports

Good Morning ***,

Thank you so much for the extension. I'm not sure why your letter took so long to arrive.

I've Included Attached supporting documents that I will be referring to throughout this email of exclamation:

1) Customers original Paid invoice with Terms and Condition on the same invoice.

2) Email correspondence with customer with notations.

We have a standard return policy that all dealers have for custom/made to order wheels that have been custom drill and machined for customers vehicles.

Forgive me for the lengthy email but to put the series of events into context there really needs to be a full explanation.

-This customer order a set of custom made wheels.

-The vehicles description on the invoice is missing if the vehicle is a (Rear Wheel Drive) or (All Wheel Drive) vehicle.

-When the customer called to let me know of the issue he was having and I assessed that because there was incomplete vehicle information listing on the invoice the manufacture machined the wheels offset to the w***g sub-model.

I let the customer know that this was an easy fix/correction and I let the customer know the he was supposed to of reviewed the invoice before making payment and let us know if there was any incorrect /incomplete information before placing order as written in the "Terms and Conditions''. The vehicle information on the Invoice is missing if it is an (All Wheel Drive) or (Two Wheel Drive).

I went on to explain in that the "Terms and Conditions" says that we GUARANTEE FITMENT to the vehicle listed on this invoice only.

The following is what I tried to do to help this customer that goes far beyond what we had to do for the customer do to the fact that the customer didn't review the invoice as instructed to have us correct the incomplete vehicles information.

-Even though we could of done nothing for the customer since he didn't review the invoice I went ahead explained that this was an easy FIX/ CORRECTION and that it would just take a set of Bolt On Hub Centric Spacers and that I would be happy to pay for the spacers which cost between 100.00 and 150.00.

The customer became very aggressive and just kept demanding to return the wheels for refund. I tried to explained that I'm trying to help him even though he didn't review the invoice as instructed to be sure it had the correct/complete vehicle information and that a return wasn't an option and that even if the mistake was ours that the "Terms and Conditions" reads that "If Kixx Motorsports made an error in wheel fitment we will fix (OR) exchange wheel or wheels ONLY". I explained to the customer that this is an easy FIX/ CORRECTION and the customer just kept yelling/arguing and I could barley get a word in.

I suggested several times throughout the conversation for the customer to please read the Terms and Conditions which binds us both to what is on the invoice but he just kept arguing aggressively. I even copied the Terms and Conditions in an email for the customer so we could have a better conversation but the customer didn't change his argumentative tone.

-Finally, as a last attempt to make this customer happy, I sent him an email stating that I'd accept the return and sent him the Return Address if he arranged and paid for the return and that I would refund him in full as long as the wheels have not had tires with all the original packaging.

The customer didn't respond so I sent the customer a several messages by TEXT messages and email asking him if he wanted to return the wheels the customer over aprox two to five days and after over a week the customer finally responded by email saying that if I send Prepaid Ship labels he would return the wheel.

I sent him a Return email "Attached" with a full explanation and that even though he took over a week to respond that he has now missed the 14 day return policy that is written on the last line of the Terms and Conditions that I will still accept the return if the he pays for the return shipping as I originally offered. This email was on last Fri 3/13/2020 and I wrote in the email "Attached" that this would be the last final offer and that he would need to have the wheels shipped no later than Monday 3/15/2020 and to send me tracking so I can be sure to be sure that the return gets processed quickly for the him and that if he misses this date than this sale is final.

As of today 3/18/2020 the customer has not responded and has not shipped the wheels back.

Note: Please Refer to attached email correspondence and copy of original invoice as needed.

-In conclusion; This was extremely unfortunate and I think I've tried everything I could that goes far beyond what I feel we needed to..

Personal Business Note: I've been in the wheel fitment industry for many years and we our a "Top Rated Seller" and I have never had one complaint and we don"t have any bad reviews anywhere on the web so for this customer to make a statement that I'm "unscrupulous" is just not a true fair statement and we wouldn't have a perfect record if that was true.

We have always used PayPal as our payment provider and we have a 100% perfect record with them also.

Just let me know if you have any further questions and I'd be happy to help.

Thank You and Have a Wonderful Day,

***

Kixx Motorsports

Good Afternoon,I never mentioned that I sent the order in as an All Wheel Drive and to be honest I could barley get a word in as the customer became extremely conf*tational. -Orders are taken from what is listed on the invoice which is why we write in the first couple of lines in the Terms and Conditions;IMPORTANT:Please Review before purchasing/paying. After this invoice is paid/purchased it will be an acceptance of all items and sizes contained on this invoice. Kixx Motorsports GUARANTEES FITMENT to the vehicle listed on this invoice only.After the customer kept going on and on I decided to authorized a return for refund and I sent several messages by Text and Email to the customer authorizing a return for refund but the customer didn't respond to any of the messages for over a week. After the customer finally responded on 3/13/2020 I emailed the customer and informed him that he has missed the 14 day return policy that is listed on the last line in the Terms and Conditions but that I would extend the return policy as a last offer if the wheels are in new condition unmounted condition with all original packaging if he arranged/returned/shipped the wheels by no later than Monday 3/15/2020 and send me the tracking number so I can be sure that the return gets process quickly for him. The customer never responded and he has not shipped the wheel return back to us."This customer simply will not return the wheels."The customer did write in a text that his car was an RWD but it got missed on the invoice which is why we write in the Terms and Conditions to review the invoice before making payment and the by making payment the customer is accepting all the terms and conditions.-Before finally authorizing the return I originally explain to the customer that even if the mistake was 100% ours that the Terms and Conditions say that Kixx Motorsports will Fix (OR) Exchange the wheels ONLY. The issue with the wheels is an easy FIX/CORRECTION and would only take a set of Hub Centric Spacers that changes the offset to the wheels which would make them fit perfect so I originally explained to the customer that since this is an easy fix that it would not fall under a return/exchange and that this is what we would do. After the customer became outraged I decided to authorize a return for refund if the customer arranged and shipped the wheels back.At this point I've tried with many unanswered / ignored messages authorizing a return and I even extended the 14 day return for him and to this date he still hasn't responded.I attached all email correspondence documents to my prier email to you if you'd like to review.In conclusion; I now believe this customer might be just trying to get a set of Free Wheels that just needs a set of spacers since he never responded to my last final extended return date and never returned the wheels. The customer let the return time limit more than expire.I would really appreciate your feedback on this matter because I'm at a loss as I have always responded to the customers message quickly and I've reached out several times with no response regarding a return?Thank You and Have a Wonderful Day,***Kixx Motorsports