Car-Stuff.com

"I ordered bed rail caps for my 78" truck bed. Several weeks later 96" rails arrive. I wrote the company and waited for over a week without response. I wrote the company again, and again I waited more than a week and the company did not respond. A thrid time I wrote the company and recieved no reply At this point I'd given up receiving a response, so I cut the rails to fit my truck. Finally, I was contacted by the company. They were very apologetic about the mis shipment and sent me another set of rails. They told me to keep the originals since they had been cut anyway.
When I received the replacement rails they were the exact same 96" rails I had received the first time... So, I wrote the company. A week later they responded with RMA information. Their packing restrictions were stringent, but I complied. I was told that they would not replace the order becasue of the previous history, but would refund my purchase price.
At this point, I was fine with almost any positive response.
RMA was shipped back on Aug 29. I called the company today (Sept 22) and was told that they were not going to provide my refund!
I am not asking for something for nothing here. I ordered a part and paid for the part in good faith. This company did not deliver what was purchased and ultimately refused to stand behind its promises.
This company lacks integrity. I will not buy from them again and would suggest that you avoid them as well."

My purpose in writing is to let others know of a recent experience I had with subject website. My order was incorrect and my online conversation with customer service offered me no assurance or confidence that if I placed a second order that it would be correct. I therefore requested authorization for return. I've been advised that I would neither be given credit for the shipping to my address and that I would have to bear the expense of returning the merchandise. While the shipping to my address was a nominal $7 including handling, we have found that to return the item will cost some $35 due to our not being a bulk shipper. Now keep in mind that the item had a price of $65. The item, a automotive floor mat approximaely 18 inches by 30inches came in a box over twice the size of the mat. We've all become accustomed to getting less than the box would suggest, but in this case it becomes apparent that it is a part of their marketing strategy to keep folks from returning an item. The oversize box drives the cost of the return postage.
In reviewing the circumstances it has become apparent that Car-stuff is not the reputable company that I once valued. I am of the opinion that policies in place to discourage returns rather than fulfill the confidence I once had in a 30 day return privilege. So, perhaps your wondering why I would not assume full responsibility for having ordered the wrong product...
The circumstances on which I base my opinion are as follows:
1) My order confirmation did not contain the item number that would have allowed me to confirm that I had ordered the correct item. 2) Neither did the order confirmation contain the amount due that would have allowed me to confirm the order amount. The order confirmation which to the customer should represent the order was merely confirming an order had been placed without the specifics required for a customer to react to an incorrect order. Had I been provided a complete order confirmation I would have contacted customer service and requested a correction. The point is that Car-stuff is not accepting any responsibility for the error. A customer service oriented company will always attempt to see the circumstances from the customer's perspective if at all possible. Before posting this complaint, I gave the company an opportunity to resolve the matter or at least call me and explain why they were not accepting any responsibility. The position the company has taken leaves me no alternative but to terminate all future business and offer them no good will for others that may be in search of a trustworthy online supplier. Our relationship could have been salvaged by a phone call from management with fair consideration of the circumstances.
Order #*******
There was once a philosophy that the customer was always right even when they were wrong. The idea was that in the long run, there is value to customer satisfaction. And while I don't believe that the customer is always right, we have moved so far away from this principal that there simply does not appear to be any concern for customer satisfaction... particularly within the internet environment. Return policies on the surface seem to be fair and equitable, but when tested almost always make it inconvenient, difficult, and expensive to do. If there is any truth that has stood the test of time it is, "LET THE BUYER BE WARE"... In this instance, "LET THE BUYER BE WARE OF CAR-STUFF.COM"

I ordered an ECT sensor online, what arrived was not an ECT sensor. After much back and forth over the phone, I finally realized that they hadn't sent me the 'wrong' part, it was just mislabeled, BUT this is still a mistake from their end, and they repeatedly tried to blame me & refuse a refund.
2 stars because, after a lot of arguing, it looks like I'm getting a refund, minus 2 counts of shipping.