I ordered a product on December 30 and paid for two day shipping. The holiday was January 1. The product didn't arrive until January 6. I called to do a return and had a delightful argument where I was told December 31, January 2 and 3 do not equal two shipping days. My advance order with one holiday and a weekend did not arrive until 7 days after the order was placed, three of which were full business days. Proline may have quality products but they have an issue with their shipper and do not honor or even acknowledge how this situation created a problem. I paid double the amount I could have for the same product to have been delivered in 7 days.
From: [redacted] Sent: Monday, August 17, 2015 1:27 PM To: [redacted] Subject: Complaint #[redacted] I just wanted to communicate with you that the seller referenced in the complaint above refunded my total order amount via [redacted] this...
weekend. I'm sorry I had to involve you, but I was not getting any service until filing the complaint with Revdex.com and the dispute with [redacted] and then it was taken care of almost immediately which could have happened the first time I contacted them. Thank you again, [redacted]
Proline Products, Inc., Wallingford, CT: 08/29/2017 ordered roof racks and fiberglass installation package for 2015 Jeep Wrangler in the amount of$117.95 + freight...items delivered 08/31/2017 via UPS ground. Upon receipt and review of product, decision to return to Proline because product was of lesser quality than expected. As per Proline's published return policy, a return authorization was requested and received and items subsequently returned 09/26/2017 and received by Proline 09/29/2017 within their product return policy guidelines. After numerous email messages as well as phone calls to Proline's voice mail, credit has not been issued as of 12/11/2017. Voice mail messages were never returned, and email messages requesting status were never replied to. Would advise other potential customers to be extremely wary of Proline's unethical business practices. Complaint also filed with Revdex.com as of 12/11/2017.
Review: I ordered crossbars for the roof rack of my [redacted] from Proline Products Inc. The order was processed and I received a confirmation email within about an hour and my [redacted] account charged within 48 hours. After three weeks I still did not received my product with no shipping confirmation or any other communication so I contacted the company. I was told the part was discontinued and I finally had to ask for a credit. They said they would call me back, but did not. This happened almost identically the second time I called. The next two times I called I was told I would be credited, but it would take a couple days. I did not take that long for me to be charged for something that was discontinued when I ordered it. I have since disputed the order with [redacted] and do not want other people getting cheated by this company.
I am not 100% certain about the name, but I believe the man said he was Mani Storm and I spoke with him all four times on the phone.Desired Settlement: I want the entire transaction of $71.95 credited to my [redacted] ASAP. I have called to ask about my order of 7/19/15 (#[redacted]) for the last four days, and was told twice the seller would return my call, but they did not. . I have asked for my money to be credited, but I am told they are "busy" and it will take a couple days, I have been told this each communication.
Consumer
Response:
From: [redacted] Sent: Monday, August 17, 2015 1:27 PM To: [redacted] Subject: Complaint #[redacted] I just wanted to communicate with you that the seller referenced in the complaint above refunded my total order amount via [redacted] this weekend. I'm sorry I had to involve you, but I was not getting any service until filing the complaint with Revdex.com and the dispute with [redacted] and then it was taken care of almost immediately which could have happened the first time I contacted them. Thank you again, [redacted]
Review: This company advertised free shipping for a roof rack that I purchased. This was the only reason why I went with this company because it was cheaper than the rest. The company sent me an open package with shoddy equipment that broke apart while installing it to the car. I asked what I would need to do to receive a full refund and they gave me an address to send the package to, they also informed me not only would I have to pay to send the damaged/opened equipment back but the cost of the "free shipping" would be taken out my refund. This is unfair business practices with false marketing of shoddy equipment. I sent everything back to the address on my own dime. After a week of not hearing anything I sent an email asking about an update on refund, did not hear back from them. After two weeks I opened a dispute with [redacted] received no response from the company. After three weeks of this company having the damaged equipment and not responding to me or [redacted] I have submitted this to the Revdex.com. This company has no customer service and falsely markets shoddy/opened/damaged equipment. They should not be allowed to take advantage of customers like this.Desired Settlement: I want a full refund immediately.
Business
Response:
We received an order from Brad Hughling on 1/23/14 for a CB-602 adjustable car roof rack and Thule 91725U ski rack and Mr Hughling's order shipped compolete on 1/24/14 via UPS and was delivered 1/30/14 by UPS. We received an email from Brad Hughling on 1/30/14 stating that he had received his order and broken a part on the CB-602 roof rack and wished to return it. Below is the content of his email:
This is regarding Universal Roof Rack & Thule Flattop 91725U ski rack
package that I recently received. The universal roof rack felt cheap and flimsy
and when securing one of the feet to my roof the plastic foot broke. I do not
trust this product to carry my gear so I do not want a replacement piece. I do
not need the Thule flattop since I have nothing to secure it to. I just want to
send it all back and get my money back. Please let me know the actions I need to
take to make this happen. -Brad Hughling ###-###-####
His email made no mention of the package being damaged as he now states. We have attached a copy of his email and our reply with return instructions that were sent to him on the same day as his initial email 1/30/14. We received Mr Hughlings return, but the CB-602 roof rack was not returned in its original packaging and instead was packed loose in a larger carton, partly assembled, broken and due to the lack of original packaging , additional damage occured in transit. Our return instructions, also included a link to our return policy which clearly states, any defective parts will be replaced and if replacement is waived, retocking fees apply on the return. Our return policy also states that items that are offered with free shipping that are returned are credited less the actual outbound shipping charges. Until today, we have not received any other email or phone calls from Mr Hughling and dispute his allegations that he was ignored. Today, we issued a full refund in the amount of $139.95 to Brad Hughling for the merchandise that he broke and then returned, including shipping and now consider this matter closed.
Ordered 2 products from them and when they had arrived the vehicle the parts were going on had been sold, I returned the unopened box to them the same day via. UPS arriving on may 6th at their store. 3 weeks later I still had not received credit for the return and when contacted they stated I had returned an incomplete order. The package had not been opened so everything that had been shipped to me was still in the box but they say it was incomplete and refused to issue me a return credit for the pieces that claim are missing. The package was returned in the condition it was received unopened with the contends that were shipped to me still in the sealed box. Customer service was very rude and the service unprofessional. Desired Settlement: I would like my full order refunded because it was returned unopened and complete as it had been shipped to me.
Business
Response:
Business Response /* (1000, 5, 2013/06/04) */
[redacted] order shipped complete on 4/12/13 and was delivered to him on 4/18/13 UPS Tracking XXXXXXXWXXXXXXXXXX.
On 4/22/13 we received an email from Mr. [redacted] stating that he had sold his vehicle and no longer needed the roof rack.
He never stated that the order was incomplete or missing items. On 5/6/13 (3 weeks after he received his order), we received his return, but upon inspection of the return, Item #503 Thule Load Stops, were found to be missing from his return. [redacted] was refunded the cost of the items he returned, less the missing item #503, and less the actual outbound shipping charge and restocking fee as is outlined on our online returns policy which must be acknowleged, when completeing online orders placed on our website. [redacted] was refunded $307.53 on 5/30/13 to his Visa.
Consumer Response /* (3000, 7, 2013/06/06) */
(The consumer indicated he/she DID NOT ACCEPT the response from the business.)
The box was returned as it arrived, unopened. Thats why I never stated the order was incomplete, I never opened it therefor I didn't know things were missing inside. I had sent several emails one of which they spoke of above, however I never received any replies to any of them. I had to call to get a Return Authorization Number over the phone. This is why it took several weeks to return. Even when calling it was hard to get the call answered. I then sent the package back unopened within my allowable time period to do so, as their return policy stated, and expected a full refund less my shipping charges, again as stated in their return policy. The package arrived via UPS tracking number XXXXXXXXXXXXXXXXXX on 5/6/13. I waited several weeks to see a refund show up on my credit card which it never did. I again sent several emails which went ignored, and called twice to talk to someone about the issue. They told me the order was returned incomplete 3 weeks ago and would only refund me for the parts returned which they would do that day. 2 days later still no refund so I called again and was treated very rudely on the phone and given the same story I would see the credit that day. Again 2 days later no refund at all, so I contacted you! The box was returned unopened so what was inside it was exactly what was shipped, therefor I believe I was never sent the second part of the order, and now I am being charged for merchandise I was never shipped to me in the first place. Next time I will check in the box regardless if I decide to return it to make sure the order was complete in the first place. Second, the company is extremely unresponsive to emails, and it should never have taken 3 weeks to issue a refund much less only after me calling 2 times asking them to process the return. It sat in their warehouse for almost a month unprocessed, and there was no contact or communication that it was returned incomplete. There still is no credit showing on my Credit card for $307.53 as of 6/6/13 as they are saying it was issued on the 30th. I acknowledged their return policy and have no problem paying the shipping both ways however I did not open the package when it arrived and shipped it back unopened, therefor I returned exactly what was sent to me and believe I was never sent the items they claim are missing. They should have processed the return immediately upon receiving it and if there was an issue contacted me rather then waiting almost a month for me to keep bothering them to have the return credit issued. I have again since sent them emails which have again gone unanswered explaining the situation and asking for a full refund...
Business Response /* (4000, 10, 2013/06/07) */
Our returns policy requires that the customer inspect their order upon receipt and report any damage or missing items within 2 business days.
This merchandise was in [redacted] possesion for almost 2 weeks before he sent it back. He never contacted us to report any missing items.
The claim that a credit was not issued in the amount of $307.53 is completely untrue and we will be happy to email a scanned copy of the credit card refund receipt to Mr [redacted] and/or the Revdex.com. Just providee the email addreess where you would like that sent.
His statement that we have not replied to his emails is also incorrect. We have repolied to all of the emais we have received. We are also have a toll free phone support number at [redacted] (Mon-Fri 8:30am - 5pm.
Mr [redacted] had stated when he contacted us to return his order that he was returning the entire order.
When we received all of the items except the #503, we assumed he had shipped it seperately, and that is why the refund was delayed.
Consumer Response /* (4200, 12, 2013/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a side of the company I never saw when I called or emailed. They were rude to me on the phone and they never responded to my emails. Its not worth my time to keep fighting a battle where they will never admit to any error on their part. They should have noted the box was still sealed with their tape. Maybe if they pulled up their inventory numbers of the "Missing" part they may realize they have an extra set still... There is a lot they could have done on their part but they just accuse me of the error. They could have even checked the weight of the package with all the pieces in it and compared it to the outgoing UPS label weight to verify there was a shortage in the outgoing package. Yes they can pull up emails I sent hem and yes they have phone support, but they do not reply to my emails and I called and called their phone support I didn't receive a person most of the times then finally when I did they were rude and very unhelpful. At least the world will know what they could be up against if they have a problem with their order!!! Be wary of this company!!!
I ordered a product on December 30 and paid for two day shipping. The holiday was January 1. The product didn't arrive until January 6. I called to do a return and had a delightful argument where I was told December 31, January 2 and 3 do not equal two shipping days. My advance order with one holiday and a weekend did not arrive until 7 days after the order was placed, three of which were full business days. Proline may have quality products but they have an issue with their shipper and do not honor or even acknowledge how this situation created a problem. I paid double the amount I could have for the same product to have been delivered in 7 days.
From: [redacted] Sent: Monday, August 17, 2015 1:27 PM To: [redacted] Subject: Complaint #[redacted] I just wanted to communicate with you that the seller referenced in the complaint above refunded my total order amount via [redacted] this...
weekend. I'm sorry I had to involve you, but I was not getting any service until filing the complaint with Revdex.com and the dispute with [redacted] and then it was taken care of almost immediately which could have happened the first time I contacted them. Thank you again, [redacted]
Proline Products, Inc., Wallingford, CT: 08/29/2017 ordered roof racks and fiberglass installation package for 2015 Jeep Wrangler in the amount of$117.95 + freight...items delivered 08/31/2017 via UPS ground. Upon receipt and review of product, decision to return to Proline because product was of lesser quality than expected. As per Proline's published return policy, a return authorization was requested and received and items subsequently returned 09/26/2017 and received by Proline 09/29/2017 within their product return policy guidelines. After numerous email messages as well as phone calls to Proline's voice mail, credit has not been issued as of 12/11/2017. Voice mail messages were never returned, and email messages requesting status were never replied to. Would advise other potential customers to be extremely wary of Proline's unethical business practices. Complaint also filed with Revdex.com as of 12/11/2017.
Review: I ordered crossbars for the roof rack of my [redacted] from Proline Products Inc. The order was processed and I received a confirmation email within about an hour and my [redacted] account charged within 48 hours. After three weeks I still did not received my product with no shipping confirmation or any other communication so I contacted the company. I was told the part was discontinued and I finally had to ask for a credit. They said they would call me back, but did not. This happened almost identically the second time I called. The next two times I called I was told I would be credited, but it would take a couple days. I did not take that long for me to be charged for something that was discontinued when I ordered it. I have since disputed the order with [redacted] and do not want other people getting cheated by this company.
I am not 100% certain about the name, but I believe the man said he was Mani Storm and I spoke with him all four times on the phone.Desired Settlement: I want the entire transaction of $71.95 credited to my [redacted] ASAP. I have called to ask about my order of 7/19/15 (#[redacted]) for the last four days, and was told twice the seller would return my call, but they did not. . I have asked for my money to be credited, but I am told they are "busy" and it will take a couple days, I have been told this each communication.
Consumer
Response:
From: [redacted] Sent: Monday, August 17, 2015 1:27 PM To: [redacted] Subject: Complaint #[redacted] I just wanted to communicate with you that the seller referenced in the complaint above refunded my total order amount via [redacted] this weekend. I'm sorry I had to involve you, but I was not getting any service until filing the complaint with Revdex.com and the dispute with [redacted] and then it was taken care of almost immediately which could have happened the first time I contacted them. Thank you again, [redacted]
Review: This company advertised free shipping for a roof rack that I purchased. This was the only reason why I went with this company because it was cheaper than the rest. The company sent me an open package with shoddy equipment that broke apart while installing it to the car. I asked what I would need to do to receive a full refund and they gave me an address to send the package to, they also informed me not only would I have to pay to send the damaged/opened equipment back but the cost of the "free shipping" would be taken out my refund. This is unfair business practices with false marketing of shoddy equipment. I sent everything back to the address on my own dime. After a week of not hearing anything I sent an email asking about an update on refund, did not hear back from them. After two weeks I opened a dispute with [redacted] received no response from the company. After three weeks of this company having the damaged equipment and not responding to me or [redacted] I have submitted this to the Revdex.com. This company has no customer service and falsely markets shoddy/opened/damaged equipment. They should not be allowed to take advantage of customers like this.Desired Settlement: I want a full refund immediately.
Business
Response:
We received an order from Brad Hughling on 1/23/14 for a CB-602 adjustable car roof rack and Thule 91725U ski rack and Mr Hughling's order shipped compolete on 1/24/14 via UPS and was delivered 1/30/14 by UPS. We received an email from Brad Hughling on 1/30/14 stating that he had received his order and broken a part on the CB-602 roof rack and wished to return it. Below is the content of his email:
This is regarding Universal Roof Rack & Thule Flattop 91725U ski rack
package that I recently received. The universal roof rack felt cheap and flimsy
and when securing one of the feet to my roof the plastic foot broke. I do not
trust this product to carry my gear so I do not want a replacement piece. I do
not need the Thule flattop since I have nothing to secure it to. I just want to
send it all back and get my money back. Please let me know the actions I need to
take to make this happen. -Brad Hughling ###-###-####
His email made no mention of the package being damaged as he now states. We have attached a copy of his email and our reply with return instructions that were sent to him on the same day as his initial email 1/30/14. We received Mr Hughlings return, but the CB-602 roof rack was not returned in its original packaging and instead was packed loose in a larger carton, partly assembled, broken and due to the lack of original packaging , additional damage occured in transit. Our return instructions, also included a link to our return policy which clearly states, any defective parts will be replaced and if replacement is waived, retocking fees apply on the return. Our return policy also states that items that are offered with free shipping that are returned are credited less the actual outbound shipping charges. Until today, we have not received any other email or phone calls from Mr Hughling and dispute his allegations that he was ignored. Today, we issued a full refund in the amount of $139.95 to Brad Hughling for the merchandise that he broke and then returned, including shipping and now consider this matter closed.
Best Regards,
Manfred Storm
Review: Problems with returns/credit.
Ordered 2 products from them and when they had arrived the vehicle the parts were going on had been sold, I returned the unopened box to them the same day via. UPS arriving on may 6th at their store. 3 weeks later I still had not received credit for the return and when contacted they stated I had returned an incomplete order. The package had not been opened so everything that had been shipped to me was still in the box but they say it was incomplete and refused to issue me a return credit for the pieces that claim are missing. The package was returned in the condition it was received unopened with the contends that were shipped to me still in the sealed box. Customer service was very rude and the service unprofessional. Desired Settlement: I would like my full order refunded because it was returned unopened and complete as it had been shipped to me.
Business
Response:
Business Response /* (1000, 5, 2013/06/04) */
[redacted] order shipped complete on 4/12/13 and was delivered to him on 4/18/13 UPS Tracking XXXXXXXWXXXXXXXXXX.
On 4/22/13 we received an email from Mr. [redacted] stating that he had sold his vehicle and no longer needed the roof rack.
He never stated that the order was incomplete or missing items. On 5/6/13 (3 weeks after he received his order), we received his return, but upon inspection of the return, Item #503 Thule Load Stops, were found to be missing from his return. [redacted] was refunded the cost of the items he returned, less the missing item #503, and less the actual outbound shipping charge and restocking fee as is outlined on our online returns policy which must be acknowleged, when completeing online orders placed on our website. [redacted] was refunded $307.53 on 5/30/13 to his Visa.
Consumer Response /* (3000, 7, 2013/06/06) */
(The consumer indicated he/she DID NOT ACCEPT the response from the business.)
The box was returned as it arrived, unopened. Thats why I never stated the order was incomplete, I never opened it therefor I didn't know things were missing inside. I had sent several emails one of which they spoke of above, however I never received any replies to any of them. I had to call to get a Return Authorization Number over the phone. This is why it took several weeks to return. Even when calling it was hard to get the call answered. I then sent the package back unopened within my allowable time period to do so, as their return policy stated, and expected a full refund less my shipping charges, again as stated in their return policy. The package arrived via UPS tracking number XXXXXXXXXXXXXXXXXX on 5/6/13. I waited several weeks to see a refund show up on my credit card which it never did. I again sent several emails which went ignored, and called twice to talk to someone about the issue. They told me the order was returned incomplete 3 weeks ago and would only refund me for the parts returned which they would do that day. 2 days later still no refund so I called again and was treated very rudely on the phone and given the same story I would see the credit that day. Again 2 days later no refund at all, so I contacted you! The box was returned unopened so what was inside it was exactly what was shipped, therefor I believe I was never sent the second part of the order, and now I am being charged for merchandise I was never shipped to me in the first place. Next time I will check in the box regardless if I decide to return it to make sure the order was complete in the first place. Second, the company is extremely unresponsive to emails, and it should never have taken 3 weeks to issue a refund much less only after me calling 2 times asking them to process the return. It sat in their warehouse for almost a month unprocessed, and there was no contact or communication that it was returned incomplete. There still is no credit showing on my Credit card for $307.53 as of 6/6/13 as they are saying it was issued on the 30th. I acknowledged their return policy and have no problem paying the shipping both ways however I did not open the package when it arrived and shipped it back unopened, therefor I returned exactly what was sent to me and believe I was never sent the items they claim are missing. They should have processed the return immediately upon receiving it and if there was an issue contacted me rather then waiting almost a month for me to keep bothering them to have the return credit issued. I have again since sent them emails which have again gone unanswered explaining the situation and asking for a full refund...
Business Response /* (4000, 10, 2013/06/07) */
Our returns policy requires that the customer inspect their order upon receipt and report any damage or missing items within 2 business days.
This merchandise was in [redacted] possesion for almost 2 weeks before he sent it back. He never contacted us to report any missing items.
The claim that a credit was not issued in the amount of $307.53 is completely untrue and we will be happy to email a scanned copy of the credit card refund receipt to Mr [redacted] and/or the Revdex.com. Just providee the email addreess where you would like that sent.
His statement that we have not replied to his emails is also incorrect. We have repolied to all of the emais we have received. We are also have a toll free phone support number at [redacted] (Mon-Fri 8:30am - 5pm.
Mr [redacted] had stated when he contacted us to return his order that he was returning the entire order.
When we received all of the items except the #503, we assumed he had shipped it seperately, and that is why the refund was delayed.
Consumer Response /* (4200, 12, 2013/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a side of the company I never saw when I called or emailed. They were rude to me on the phone and they never responded to my emails. Its not worth my time to keep fighting a battle where they will never admit to any error on their part. They should have noted the box was still sealed with their tape. Maybe if they pulled up their inventory numbers of the "Missing" part they may realize they have an extra set still... There is a lot they could have done on their part but they just accuse me of the error. They could have even checked the weight of the package with all the pieces in it and compared it to the outgoing UPS label weight to verify there was a shortage in the outgoing package. Yes they can pull up emails I sent hem and yes they have phone support, but they do not reply to my emails and I called and called their phone support I didn't receive a person most of the times then finally when I did they were rude and very unhelpful. At least the world will know what they could be up against if they have a problem with their order!!! Be wary of this company!!!