Chris R.

A little background before reading the below script. I ordered a grille and emblem for my truck form carid.com. With a 2 day shipping turn around promoted on the website. 4 days later I received a call from Sharon (the day before this script) saying the part I purchased was on back-order and wanted to know if I would like to cancel the order and if so to respond to the email she was sending. This company does dropships... which they stated themselves below... which means that they do not keep inventory on any of the parts they advertise. You would be better off going direct to the parts makers or a company that stock their own inventory.

On the script I wasn't given a chance to respond after the last statement.

(03:15:00 PM) (System) said: Hello, Chris! We are online & ready to answer your questions! Due to the current Novel Coronavirus (COVID-19), there may be longer than normal lead times. We are working closely with all our partners to deliver your orders as fast as possible. Stay Safe! And please wait while we connect you to one of our Product Specialists.
(03:15:00 PM) (System) said: Thank you for waiting. You are now chatting with Franca.
(03:15:00 PM) (Franca DeVito) said: Welcome, Chris! How may I assist you today?
(03:16:00 PM) (Chris) said: I was just curious how long after a cancellation request does it take for the order to be canceled?
(03:18:00 PM) (Franca DeVito) said: As far as I can see, we have already requested the cancellation for your order yesterday. The standard cancellation timeframe is 3-5 business days.
(03:18:00 PM) (Franca DeVito) said: Please allow 2-4 business days to cancel the order and issue a $748.11 refund.
(03:18:00 PM) (Franca DeVito) said: As soon as the refund goes through, you will get an email with the transaction ID. Usually, the funds are reflected on the account within 3- 5 business days after the refund date.
(03:18:00 PM) (Franca DeVito) said: We cannot guarantee this request will be completed as sometimes products are shipped faster than
Expected. Still, I will do everything possible to speed up this process.
(03:20:00 PM) (Chris) said: I understand that, but in this case you guys called me to see if I wanted to cancel my order since it was back ordered so I'm having a hard time understanding why it wasn't an immediate cancellation since your company called me.
(03:20:00 PM) (Franca DeVito) said: I am sorry for any inconvenience this has caused.
(03:21:00 PM) (Franca DeVito) said: The items are on backorder.
(03:21:00 PM) (Franca DeVito) said: We will do our best to speed up this process.
(03:22:00 PM) (Chris) said: So can you not issue the refund now since you asked if I wanted to cancel and get a refund? I don't see why I'm still waiting on the request.
(03:23:00 PM) (Franca DeVito) said: So you do not want to cancel order and will be waiting for your items?
(03:25:00 PM) (Franca DeVito) said: Are you with me?
(03:25:00 PM) (Chris) said: I DO want to cancel. I received a call yesterday from Sharon saying that the items I purchased are on back order until the end of April and to respond to the email she was sending if I no longer wanted the items due to the wait.
(03:26:00 PM) (Chris) said: I responded that I do not want the items but I don't see why this cancellation is not automatic since you guys reached out to me for cancellation
(03:27:00 PM) (Chris) said: If I had reached out I would understand but since your company reached out shouldn't the refund have already been sent? I understand the 3 to 5 business days to send the funds back to the card but I don't understand waiting on the cancellation
(03:30:00 PM) (Franca DeVito) said: We needed your approval for cancellation as in case if items are on backorder you also able to wait for items or to change items for any other item on our website.
(03:30:00 PM) (Franca DeVito) said: That is why we asked you how you would like to proceed: cancel for a refund, or any other option (wait or change items in the order)
(03:30:00 PM) (Franca DeVito) said:
I am sorry for any misunderstanding you may have experienced.
(03:30:00 PM) (Franca DeVito) said: We will do our best to refund you as soon as possible.
(03:31:00 PM) (Chris) said: And you have my approval for cancellation of the product so why is it still under a request and not processing the refund?
(03:32:00 PM) (Franca DeVito) said: It is how this procedure goes through. We requested the cancellation and in 3-5 business days the order become canceled and a refund issued.
(03:33:00 PM) (Chris) said: Who are you requesting the cancellation from?
(03:34:00 PM) (Franca DeVito) said: We requested the cancellation from the manufacturer.
(03:35:00 PM) (Franca DeVito) said: Our internal team will contact him to cancel your order
(03:35:00 PM) (Franca DeVito) said: Once it will be canceled, the refund will be issued.
(03:35:00 PM) (Franca DeVito) said: Is there anything else I can help you with?
(03:37:00 PM) (Chris) said: Why are you requesting it from them when you already asked me if I wanted to cancel. Should you ask a customer if they would like to cancel if your not sure if you will be able to cancel it with the manufacturer? And if you are sure you can cancel it with them, why am I waiting for a refund?
(03:40:00 PM) (Franca DeVito) said: We are a drop-shipping company. So once you confirmed that you want to cancel an order, we are contacting the manufacture, the third-party to do it for you.

As I have already informed you, this is the cancellation procedure. We requested the cancellation from the manufacturer and in 3-5 business days the order become canceled and a refund issued.
(03:41:00 PM) (Franca DeVito) said: We are truly working on your refund.
(03:42:00 PM) (Franca DeVito) said: Is there anything else I can help you with?
(03:42:00 PM) (Chris) said: But why is the customer waiting? It seems like if a business knows the cancellation with the manufacturer is going to go through then the customer should receive the refund and the company work with the manufacturer
(03:43:00 PM) (Chris) said: Not make the customer wait for you to hear back. Seems like a poor business plan
(03:46:00 PM) (Chris) said: Again, if I would have reached out for the cancellation I would understand this approach, but not when you guys reached out to me.
(03:47:00 PM) (Franca DeVito) said: Chris, I have provided you with all the information available at this time and unable to provide you with a different answer.

We are currently working on this issue and in 2-4 business days the order will be canceled and a refund will be issued, you will receive an email about it.
(03:47:00 PM) (Franca DeVito) said:
This chat session will be closed now. Should you need any further information, please do not hesitate to contact us via LIVE CHAT 24/7 or call toll free at *******274!

(03:47:00 PM) (System) said: Chat session ended

I ordered a couple of parts from this website for my moms car that we ended up not needing, so I requested an RMA to send them back. They did a good job of getting all the information I would need to send the parts back but after the initial information was sent I received no updates on my return. Three weeks later, after using their online chat twice and having to talk to a couple of different customer service employees, I finally have an update that I should receive my return in 5 business days. Of course they will still take the 20% out for restocking fees and charge for the return label, but if I would did not do any of the follow up I would have never received the rest of my money back. I will never do business with this company again.