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NATHAN A.

Contributor Level

Total Points
80

1 Review by NATHAN

  • CARiD

5/14/19

The Good:
I ordered a set of four wheels in January, and they showed up shortly after. My wife stored them in a closet until I returned home, because I was out of state until early march. I soon discovered that one wheel was damaged. Damaged goods must be reported within 30 days to receive a refund. Unfortunate, but i understand the reason for it. I called customer service, they requested pictures, and although they weren't obligated to do anything they gave me a small refund.
The Bad:
I ordered a replacement for the damaged wheel. It came in worse condition than the first wheel, and I did not accept delivery. I called customer service and explained what happened and asked how soon they would be shipping a replacement. The customer service rep told me that for refusing delivery I will be charged a restocking fee of 20%. Excuse me, What?
Return policies are for people who ordered the wrong thing and sent it back, or decided they didn't want it after ordering. Charging a customer who did not accept damaged goods is just adding insult to injury, and I certainly felt insulted. I tried speaking to another Rep, but she gave me the same lack of satisfaction. I asked for a Manager and was informed that there was none.
The Ugly:
I refuse to pay this, but if i asked for a refund, they would subtract the fee from it. They would not have shipped the replacement until I paid it.
I had one option.
I called the credit card company that I used for the purchase and explained the situation. They agreed that CarID's return policy does not apply in this circumstance and filed a claim for goods not received. I received a full refund from the bank.
It is now May 14th. I have 3 wheels (and a fourth bent one) sitting in my closet instead of in my driveway.
UPDATE
CarID has offered compensation which I have accepted. I believe this problem could be avoided in the future by either not charging fees when merchandise is refused for damage or defects, or by being very clear to the customer about these policies before the purchase is completed

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Carid C. – CARiD Rep

Dear Nathan,

I am sorry that you have faced the issue with the return and replacement process.

According to the Damage Claim protocol in case the package was received damaged, we need to file a claim with the shipping company. After that the package should be picked up by the carrier for inspection. If these requirements were not met, the package is considered as refused.

That is why the fees are applied.

We have sent you an email and offered a compensation for the inconvenience.

Please get back to us with your opinion.

Sincerely,
Consumer Relations Team at CARID.com

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