Onyx

Complaint: [redacted]
I am rejecting this response because:
 
The company sent me the wrong part for my vehicle, a $25 gift certificate doesn't resolve the problem.
 
Regards,
[redacted]

These mats are made by Rugged Ridge and distributed by [redacted], not Onyx. Onyx is a parent company of Carid.com. It two completely different companies. We made an exception by sending the client a RMA and return label because as seen in the pictures she has provided to us, the mats are used. She...

also installed them on top of the factory mats, which is incorrect. Here is the link to Rugged Ridge showing the truck that the mats she ordered fits...[redacted]
 
Our return policy is clear. Items must be returned in new and unused condition and in original packaging. We have already gone above an beyond and made the exception to allow her to return the mats in obvious used condition and without the original packaging. This will result in a loss to our company as the manufacturer will not give us credit due to the extremely poor condition in which they are being returned. There has been zero correspondence between CARiD and the client since we sent her the return paperwork. All of our RMA's state the same thing, that original packaging is required. In this client's case, that doesn't apply. As she hasn't returned them yet, we are going to send her a NEW return label so she can send the item back to us directly instead of the manufacturer.

PO# 11370569 In reviewing his order, the grille guard is currently on back order with an estimated ship date of 4/10/15. Please keep in mind this is an estimated date. I am not able to give a date of shipment until I receive the tracking details from the...

manufacture. I apologize for the back order of the item, the client can cancel at anytime. If the client wishes to email me instead of calling directly to our 800 line. I can be reached at [redacted]. I sent an email today advising him of my existence and how he can reach me. Again, I am truly sorry for the inconvenience.

On 7/20, a RMA was issued to return the items.
On 7/22 refund was authorized as an exception to release funds before the items were returned.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

There was a discrepancy which caused an increased in price. However, the client is not responsible for the difference, I realized they were advised of the price change, however we made necessary changes and contact the manufacture to avoid this error going forward. The manufacture...

agreed to pay for the difference and thus no increase of cost on client's part. I do apologize as this should have been handled differently, I agree with the client. If there is anything I can do, let me know.

I am rejecting this response because:The business reply was not truthful

Ordered a set of bumpers for my truck that were shown "in stock, ships in 6-8 days", 14 days later I had not received bumpers or a tracking number.
Called Carid and was routed to a call center, they had no tracking information for me and said they would have to contact the manufacturer, they asked I called back in 1 hour.
I called back in 1 hour and was told the manufacturer was not returning their calls. I asked why the bumpers were shown "in stock" and what the manufacturer had to do with this? I was told it was a database error and many of their products are shown in stock, when they are not, then was told they drop ship directly from the manufacturer and don't actually stock parts.
So, I did some homework and contacted the manufacturer (who, unknown to me, happened to be 40 miles away from my location!), the manufacturer had an email inquiry from Carid 14 days prior, but claims Carid never placed the order with them.
I phoned back Carid and asked to cancel my order and refund my $3038.60, was told I'd have to call back in an hour and that will give them time to contact the manufacturer and resolve this issue. I called back in exactly 1 hour and they claimed the manufacturer was not answering their phone or returning their messages and asked me to call back in another hour.
I called the manufacturer back, asking if this was common with Carid or if there was an oversight in ordering? Asked if they did indeed have the bumpers in stock and if I could come pick them up or if should wait for Carid to figure their stuff out and ship them to me?
The manufacturer claims this was the first dealings with Carid, that they don't "stock" bumpers, all their bumpers are made to order and they are 5-6 weeks out...
I called Carid back when asked too, and they were closed.
All in all, Cardid lied about having the bumpers "in stock", they charged my card $3038.60 and never placed the order with the bumper manufacturer, they lied about the manufacturer "not answering their phone", because they answered every time for me, they gave me the call center run around that ended with being told to call back when they were closed.
I'm now in the process of recovering my $3000 and would highly recommend avoiding this company.

Complaint: [redacted]
I am rejecting this response because:My husband purchased a $3000 GC from this Company on his [redacted] Card. These items were purchased with that GC, we have not been reimbursed for that GC from Card ID that was purchased. He was only reimbursed for the stereo portion, they still owe us $2000+. Please call me at [redacted] with any questions. This is exactly what I have been dealing with with them for the past couple of months, clueless! 
Regards,
[redacted]

We can cancel this order and issue the refund. Once the caps become available, we will honor the price of $120. This is not a backorder due to CARiD. We can't ship an item that the manufacturer doesn't have.

I am rejecting this response because: the amount requested to be refunded was for the shipping/delivery fee. The company...

refunded the cost of the product without question, and without pictures of the product. The company has not provided the consumer with a reasonable explanation why they refuse to refund the shipping fee for sending the wrong product to the consumer. The consumer is at a loss to understand why a refund of a shipping fee requires a picture of the product that was already been refunded by the company. This is a first for the consumer of some 20+ years of experience with online ordering.

I bought a pair of running boards from carid the 1st set came thru with the wrong brackets, had to send back the 2nd set came thru and I took to my dealer for installation. when they told me they were done they had found 3 dents in the chrome on the passenger side, The box had no dents in it or creases, we were pretty sure this happened in their warehouse with some sort of machinery, the dents were strategically placed one in the middle and the other 2 at the top and bottom. I e-mailed carid and they responded that they would give me 25$ credit, the boards are 363$ that was a slap in the face, I e-mailed back that 100$ in credit would do, they responded that their was nothing they could do.

Complaint: [redacted]
To whom it may concern, I previously filed a complaint (Sept 2 2015) regarding a shipment of 1 rim that was placed on back order (item was lost in transit) and was told that I will receive it in Nov. Original order was placed in Mar and I received 3 rims in June. Carid now claims that the rim is discontinued. I was not notified of the discontinuation but instead received a cancellation notification by email and a refund was sent to me on Oct 14th. My complaint is I am stuck with 3 rims. The initial purchase was for a set of 4 rims. Shouldn't the company refund me for the other 3 rims too? I feel like a victim of fraud. Please advise [redacted]

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.
Regards,
[redacted]

The client called in to cancel after realizing the shipping was too high.  he was explained that cost is calculated according to size and weight of the packages.  Did he not receive a total of charges prior to placing the order. He must confirm and agree before proceeding to...

placing the order. Our returns policy is on our website for all to view see link attached. He could have viewed the policy and procedure in our returns area or call us to inquire prior to placing the order. His refund is denied at this time. http://www.carid.com/help-center/product-return.html

[redacted]
We have a clearly stated return policy of 30 days. Regardless of error, this order is almost a year out. Had we been notified in a reasonable time frame, we would have had no problem taking this back for a refund. 30 days is an extremely reasonable amount of time to notify us of any issues. The first time the client contacted us after purchase was on August 11th...11 months later. We are unable to return the item for a refund.
 
Below is our return policy as stated on our website.
If you are not 100% satisfied with your purchase, we will be happy to accept a return for a refund or exchange on products in new/unused condition within 30 days of delivery.
There are a few important things to keep in mind:
Items must be in new condition and in the original packaging (please do not assemble, install, or modify the product in any way).
For orders delivered within the continental US where reason for return isn't a result of a CARiD error, the cost of the initial shipping charge and a return fee will be deducted from your refund. A prepaid shipping label(s) will be provided. The flat fee for each item being returned can be found in the chart below:
Retail cost of the item
Per Item Return Fee
Less than $25.00
$3.50
From $25.00-$49.99
$5.50
From $50.00-$99.99
$7.50
More than $100.00
$9.50
Freight, international & non-continental US returns are accepted, however coordination of return shipping is the responsibility of the client. In the event an error is made by CARiD, a return shipping label will be provided.
The few exceptions for items that cannot be returned include:
Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)
Personalized Items (custom engraved or embroidered)
Wheels and Tires

I don't have the complaint number but I wrote yesterday complaining about how this company was trying to take advantage of me by making me pay double shipping because I cancelled an order from them,...

they never explained that it had already been shipped and one customer representative even told me he couldn't find a tracking number for the skyline cargo box,anyway my credit card company sent me an email and told me after reviewing my case they decided to reimburse my credit card the $220 that was due me, even though this has settled my complaint as far as the money goes I would still like to have this complaint filed against them and maybe it will help others not to be screwed over by this fraudulent company.thank you very much if you have any questions you may call [redacted]

I bought a leveling kit from CARID for my GMC Sierra and received it within a few days. I got busy with work and didn't get around to getting it installed until a month and a half after ordering. I still didn't have time to do the installation myself so I took it into a dealer who told me the parts I ordered aren't for the Denali version I have. Now CARID is telling me they cannot refund my money or exchange the parts because I'm outside of a month from ordering the parts. Last I checked car parts don't have an expiration date like milk so I don't understand this policy. Anyway, I would beware of this policy before buying anything from this company. Poor return policy and I when I called the company about a refund I sat on hold for a half an hour.

I personally spoke to this customer. I explained that have in fact refunded her bank account on 10/13/14, the amount of $100.00. We are not able to change the refund payment method. We can only refund the original payment method which ends in 8548.Bank of America needs to reject this amount...

in order for us to refund her by check. I went as far as making a conference call with her on the line and her bank on 3/12/15. I called ###-###-#### and spoke to [redacted]/Mgr. who stated he could not confirm the below transaction but that her bank account was closed as of 10/14/14. I requested for proof it was rejected, however, I received a letter indicating the account was closed. I was very specific in what I needed to both her and [redacted].Date: 2014-10-13    Amount $100.00       Trns ID: 41[redacted]51    capture: successfulWe have proof that our transfer was a successful but no proof it was rejected. To date the customer and her bank has failed to provide a letter of rejection. Unfortunately, I am not able to refund her until a rejection of funds is submitted to me. I have previously provided my fax number ###-###-#### and my email address to expedite the request and still no action has been taken. If there is anything I can do to assist, let me know. Please find my contact details for future reference. [redacted]Consumer Relations Mgr. [redacted]###-###-#######-###-#### (fax)

Complaint: [redacted]
I am rejecting this response because:
First and foremost if you look at the attachments the webpage ad from CARID.com shows the part requested, the part received is not the same part.  This has been the heart of the problem and it should have been a no brainer from the beginning.  How can a company advertise a product and then bait and switch to another and not fix it when the consumer requests?  Also we were told that we would be getting a refund on a Friday but CARID call us on Monday and told us that was not true.  Funny how their phone notes are missing that little bit.  The pictures speak for themselves and the ad is still currently up on their web page but they don't even carry that part.
Regards,
[redacted]